Federal Democratic Republic of Ethiopia
OCCUPATIONAL STANDARD
HARDWARE AND NETWORK
SERVICING
NTQF Level III and IV
Ministry of Education
August 2011
Introduction
Ethiopia has embarked on a process of reforming its TVET-System. Within the
policies and strategies of the Ethiopian Government, technology transformation – by
using international standards and international best practices as the basis, and,
adopting, adapting and verifying them in the Ethiopian context – is a pivotal element.
TVET is given an important role with regard to technology transfer. The new
paradigm in the outcome-based TVET system is the orientation at the current and
anticipated future demand of the economy and the labor market.
The Ethiopia Occupational Standard (EOS) is the core element of the Ethiopian
National TVET-Strategy and an important factor within the context of the National
TVET-Qualification Framework (NTQF).They are national Ethiopia standards, which
define the occupational requirements and expected outcome related to a specific
occupation without taking TVET delivery into account.
This document details the mandatory format, sequencing, wording and layout for the
Ethiopia Occupational Standard which comprised of Units of Competence.
A Unit of Competence describes a distinct work activity.
standard format that comprises:







It is documented in a
Occupational title and NTQF level
Unit code
Unit title
Unit descriptor
Elements and Performance criteria
Variables and Range statement
Evidence guide
Together all the parts of a Unit of Competence guide the assessor in determining
whether the candidate is competent.
The ensuing sections of this EOS document comprise a description of the respective
occupation with all the key components of a Unit of Competence:

chart with an overview of all Units of Competence for the respective level
including the Unit Codes and the Unit Titles

contents of each Unit of Competence (competence standard)

occupational map providing the technical and vocational education and training
(TVET) providers with information and important requirements to consider when
designing training programs for this standards and for the individual, a career
path
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UNIT OF COMPETENCE CHART
Occupational Standard: Hardware and Network Servicing
Occupational Code: ICT HNS
NTQF Level IV
ICT HNS4 01 0811
ICT HNS4 02 0811
ICT HNS4 03 0811
Plan and Organize
Work
Assist with Policy
Development for Client
Support
Build Internet
Infrastructure
ICT HNS4 04 0811
ICT HNS4 05 0811
ICT HNS4 06 0811
Migrate to New
Technology
Determine
Maintenance Strategy
Establish Quality
Standards
ICT HNS4 07 0811
ICT HNS4 08 0811
ICT HNS4 09 0811
Utilize Specialized
Communication Skills
Develop Team and
Individuals
Manage and Maintain
Small/Medium
Business Operations
ICT HNS4 10 1012
Manage Continuous
Improvement System
NTQF Level III
ICT HNS3 01 0811
ICT HNS3 02 0811
ICT HNS3 03 0811
Gather Data on
Business
Requirements
Determine Best-Fit
Topology
Configure and
Administer Server
ICT HNS3 04 0811
ICT HNS3 05 0811
ICT HNS3 06 0811
Create Technical
Documentation
Monitor and
Administer Stem and
Network Security
Provide First Level
Remote Help Desk
Support
ICT HNS3 07 0811
ICT HNS3 08 0811
ICT HNS3 09 0811
Identify and Resolve
Network Problems
Monitor
Implementation of
Work plan/Activities
Conduct / Facilitate
User Training
ICT HNS3 10 0811
ICT HNS3 11 0811
ICT HNS3 12 0811
Apply Quality Control
Lead Small Teams
Lead Workplace
Communication
ICT HNS3 13 0811
ICT HNS3 14 1012
Maintain Quality System
and Continuous
Improvement Processes
(Kaizen)
Improve Business
Practice
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NTQF Level IV
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Occupational Standard: Hardware and Network Servicing Level IV
Unit Title
Unit Code
Unit Descriptor
Plan and Organize Work
ICT HNS4 01 0811
This unit covers the knowledge, skills and attitude required in
planning and organizing work. It may be applied to a small
independent operation or to a section of a large organization.
Elements
Performance Criteria
1. Set objectives
1.1
Objectives are consistent with and linked to work activities
in accordance with organizational aims
1.2
Objectives are stated as measurable targets with clear time
frames
1.3
Support and commitment of team members are reflected in
the objectives
1.4
Realistic and attainable objectives are identified
2.1
Tasks/work activities to be completed are identified and
prioritized as directed
2.2
Tasks/work activities are broken down into steps in
accordance with set time frames achievable components.
2.3
Resources are allocated as per requirements of the activity
2.4
Schedule of work activities is coordinated with personnel
concerned
3.1
Work methods and practices are identified in consultation
with personnel concerned.
3.2
Work plans are implemented in accordance with set time
frames, resources and standards.
4.1
Work activities are monitored and compared with set
objectives
4.2
Work performance is monitored according to standard.
4.3
Deviations from work activities are reported and
recommendations are coordinated with appropriate
personnel and in accordance with set standards
4.4
Reporting requirements are complied with in accordance
with recommended format
4.5
Timeliness of report is observed as plan.
4.6
Files are established and maintained in accordance with
standard operating procedures.
2. Plan and
schedule work
activities
3. Implement
work plans
4. Monitor work
activities
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5.
Review and
5.1 Work plans, strategies and implementation are reviewed
evaluate
based on accurate, relevant and current information
work plans
5.2 Review is based on comprehensive consultation with
and activities
appropriate personnel on outcomes of work plans and
reliable feedback.
Variable
Resources
Schedule of work
activities
Schedule of work
activities
Standards
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Results of review are provided to concerned parties and
formed as the basis for adjustments/simplifications to be
made to policies, processes and activities
5.4
Performance appraisal is conducted in accordance with
organization rules and regulations.
5.5
Performance appraisal report is prepared and documented
regularly as per organization requirements.
5.6
Recommendations are prepared and presented to
appropriate personnel/authorities.
5.7
Feedback mechanisms are implemented in line with
organization policies.
Range
Objectives
Work plans
5.3
 Specific
 General
 Personnel
 Equipment and technology
 Services
 Supplies and materials
 Sources for accessing specialist advice
 Budget
 Daily
 Regular
 Work-based
 Confidential
 Contractual
 Disclosure / Non-disclosure
 Daily
 Work-based
 Contractual
 Regular
 Daily work plans
 Project plans
 Program plans
 Organization strategic and restructuring plans
 Resource plans
 Skills development plans
 Management strategies and objectives
 Performance targets
 Performance management and appraisal systems
 National competency standards
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 Employment contracts
 Client contracts
 Discipline procedures
 Workplace assessment guidelines
 Internal quality assurance
 Internal and external accountability and auditing requirements
 Training Regulation Standards
 Safety Standards
 Appropriate personnel include:
 Management
 Line Staff
Feedback mechanisms include:
 Verbal feedback
 Questionnaire
 Informal feedback
 Survey
 Formal feedback
 Group discussion
Appropriate
personnel/
authorities
Feedback
mechanisms
Evidence Guide
Critical aspects of
Competence
Underpinning
Knowledge and
Attitudes
Underpinning
Skills
Resources
Implication
Assessment
Methods
Context of
Assessment
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Demonstrates skills and knowledge in:
 set objectives
 planned and scheduled work activities
 implemented work plans
 monitored work activities
 reviewed and evaluated work plans and activities
Demonstrates knowledge of:
 Organization’s strategic plan, policies rules and regulations,
laws and objectives for work unit activities and priorities
 Organizations policies, strategic plans, guidelines related to
the role of the work unit
 Team work and consultation strategies
Demonstrates skills to:
 Planning and Organizing
 Leading
 Coordinating
 Communication Skills
 Inter-and intra-person/motivation skills
 Presentation skills
Access is required to real or appropriately simulated situations,
including work areas, materials and equipment, and to
information on workplace practices and OHS practices.
Competency may be assessed through:
 Interview / Written Test / Oral Questioning
 Observation / Demonstration
Competency may be assessed in the work place or in a
simulated work place setting
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Occupational Standard: Hardware and Network Servicing Level IV
Unit Title
Assist with Policy Development for Client Support
Unit Code
ICT HNS4 02 0811
Unit Descriptor
This unit defines the competence required to receive, review and
carry out change requests, while utilizing a change management
system according to client requirements.
Elements
Performance Criteria
1. Review
change
requests
1.1
Requests are received and documented for hardware and
software changes, utilizing a change management system
and according to organizational help desk procedures.
1.2
System data are gathered and organized relevant to the
change requests, using available diagnostic tools.
1.3
The proposed changes are reviewed against current and
future business requirements.
1.4
System data are examined, with work team, in order to
select appropriate changes to be carried out.
1.5
Selected changes are discussed and e clarified with client.
2.1
Potential solution is identified to solve problems.
2.2
Recommendations about possible solutions are
developed, documented, ranked and presented to the
appropriate person for decision.
2.3
Implementation and evaluation of solutions are planned.
2.4
Recommended solutions are technically documented and
submitted to appropriate person for confirmation.
2. Modify system
according to
requested
changes
3. Train on the
3.1
use of modified
system
3.2
Training is prepared to meet the needs of client in using
the changed system.
Prepared training is delivered appropriately for client
Variable
Range
Hardware
May include but not limited to:
 workstations, personal computers, modems or other
connectivity devices, networks, DSL modems, remote sites,
servers
May include but is not limited to commercial, in-house, packaged
or customized software
May include but not limited to:
 the hardware and software components that run a computer
Software
System
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 May be in reference to the business, system, application,
network or people in the organization
May include but is not limited to internal departments, external
Client
organizations, individual people and employees
May include but not limited to:
Organizational
 personal use of emails and internet access, content of emails,
guidelines
downloading information and accessing particular websites,
opening mail with attachments, virus risk, dispute resolution,
document procedures and templates, communication methods
and financial control mechanisms.
 May include but not limited to:
Technical
 project specifications, reports, help references, technical
documentation
manuals, training materials and self-paced tutorials, on-line
help, user guides, brochures
May include but not limited to:
Standards
 ISO/IEC/AS standards, organizational standards, project
standards
May follow ISO/IEC/AS standards, audit trails, naming
Documentation
standards, version control, project management templates and
report writing, maintaining equipment inventory; client training
and satisfaction reports
Occupational
May include but not limited to:
Health and Safety  correct posture, lighting, type of desk, type of monitor, style of
(OHS)
chair, typing position, repetitive strain injury prevention,
ventilation, light position, correct lifting method, and length of
time in front of computer
 May also include licensing-related and physical safety
considerations such as general electrical safety and cabling,
power supply and leads as they apply to computer and
peripheral installations.
Requirements
Evidence Guide
Critical aspects of
Competence
Demonstrates skills and knowledge in:
 Modifying system according to requested changes
 Preparing and delivering training on use of modified system
Underpinning
Knowledge and
Attitudes
Demonstrates knowledge of:
 Broad knowledge of help desk practices
 Current industry-accepted hardware and software products,
with broad knowledge of general features and capabilities and
detailed knowledge in some areas
 Broad knowledge of the role of stakeholders and the degree of
stakeholder involvement
 General knowledge of the client business domain
 Detailed knowledge of the system's current functionality
 Broad knowledge of quality assurance practices
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Underpinning
Skills
Resources
Implication
 Change management tools
 Broad knowledge of system testing
 Broad knowledge of the organization’s service-level
agreements.
Demonstrates skills to:
 system and policy development
 review change request
 facilitate change request
 perform technical documentation
Access is required to real or appropriately simulated situations,
including work areas, materials and equipment, and to
information on workplace practices and OHS practices.
Assessment
Methods
Competency may be assessed through:
 Interview / Written Test / Oral Questioning
 Observation / Demonstration
Context of
Assessment
Competency may be assessed in the work place or in a
simulated work place setting
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Occupational Standard: Hardware and Network Servicing Level IV
Unit Title
Build Internet Infrastructure
Unit Code
ICST HNS4 03 0811
Unit Descriptor
This unit defines the competence required to design and
implement an infrastructure for internet services
Elements
Performance Criteria
1. Plan and
1.1 Internet infrastructure is selected in line with business and
design internet
end-user requirements, within budget limitations.
infrastructure
1.2 The internet service is evaluated for satisfactory
performance and confirmed that the service meets business
and end-user requirements.
1.3 Hardware, software, network and security requirements
are ensured in accordance with agreed business and enduser specifications.
1.4 Internet protocol address allocation is determined based on
the number of addresses needed.
2. Install and
configure
internet
infrastructure
and services
2.1 Cables is installed and tested where appropriate according
to the standard.
2.2 Mail servers is built and tested when needed.
2.3 Workstation software is installed and configured to access
services
2.4 Necessary hardware and software is installed to connect
the internet to intranets or network if required.
2.5 Domain names and internet protocol addresses is
configured to make internet access possible.
2.6 Software is set up to provide services as required.
2.7 Software is installed and configured that provides internet
links with existing databases, documents and files.
3. Test security
and internet
access
3.1 Security access levels is tested and verified based on
security policy.
3.2 Capability and reliability of security systems is monitored
and evaluated based on security policy.
3.3 Changes are made to system to ensure protection against
known and potential threats.
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4. Ensure user
accounts are
verified for
security
4.1 User settings are verified to ensure that they conform to
security policies.
4.2 Legal notices are displayed at appropriate locations for
system users.
4.3 Passwords are checked in accordance with business
policies and verified with software utility tools.
5. Manage and
support
internet
5.1 Management is assisted in developing procedures and
policies for maintaining the internet infrastructure.
5.2 Management tools are obtained, installed and used to
assist in internet administration.
5.3 Traffic, appropriateness of broadcasts, content access and
hits are monitored over the internet.
5.4 Internet performance is optimized in accordance with
business need.
Variable
Range
Hardware
May include but is not limited to:
 Workstations, personal computers, modems and other
connectivity devices, networks, DSL modems, remote sites,
servers.
May include but is not limited to commercial software
applications; organization-specific software, packaged software,
in-house or customized software
Software
Network
Services
Databases
Threats
Tools and
equipment
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May include but not limited to:
 Large and small LANs, national WANs, the internet, VPNs, the
use of the PSTN for dial-up modems only, private lines, data
and voice.
May include newsgroups, email, file transfer protocol facilities,
multimedia, conferencing and general access to internal website
HTML files.
May include Oracle, Sybase, Microsoft SQL Server, Ingress,
DB2, Informix, mSQL, MySQL, SQL server.
May include eavesdropping, manipulation, impersonation, and
penetration, denial of service and by-pass, hackers, viruses.
May include but not limited to:
 Server hardware and software
 Security policy guidelines
 Networking hardware (e.g. switches, cables, router, etc…)
 Internet connection
 Modem or other connectivity device
 Personal computer
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Evidence Guide
Critical aspects of
Competence
Underpinning
Knowledge and
Attitudes
Underpinning
Skills
Demonstrates skills and knowledge in:
 internet technologies and that internet technology (both
hardware and software) is installed and configured correctly
Demonstrates knowledge of:
 General knowledge of the organization’s business needs and
functions.
 General understanding of LAN-based communications
technologies.
 Knowledge of internet technologies.
 General knowledge of OH&S requirements in relation to
working in a safe manner; environmental aspects of work that
is undertaken and basic and ergonomic considerations relating
in particular to the workstation environment.
 Security knowledge, with understanding of general features
and capabilities, with limited depth in some areas (e.g. when
monitoring security and internet access
 General knowledge of vendor product and vendor directions
(e.g. when installing and configuring internet infrastructure to
meet business requirements)
 knowledge of open source options and software (e.g. Linuxbased systems) as well as proprietary software (e.g. Microsoft
based systems)
Demonstrates skills to:
 establish internet connectivity based on the business
requirements of the organization
 build internet infrastructure
Resources
Implication
Access is required to real or appropriately simulated situations,
including work areas, materials and equipment, and to
information on workplace practices and OHS practices.
Assessment
Methods
Competency may be assessed through:
 Interview / Written Test / Oral Questioning
 Observation / Demonstration
Context of
Assessment
Competency may be assessed in the work place or in a
simulated work place setting
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Occupational Standard: Hardware and Network Servicing Level IV
Unit Title
Migrate to New Technology
Unit Code
ICT HNS4 04 0811
Unit Descriptor
This unit defines the competence required to apply skills and
knowledge in using new or upgraded technology.
Elements
Performance Criteria
1. Apply existing
knowledge and
techniques to
technology and
transfer
1.1 Situations are identified where existing knowledge can be
used as the basis for developing new skills.
1.2 New or upgraded technology skills are acquired and used
to enhance learning.
1.3 New or upgraded equipment are identified, classified and
used where appropriate, for the benefit of the organization.
2. Apply functions
of technology
to assist in
solving
organizational
problems
2.1 Testing of new or upgraded equipment is conducted
according to the specification manual.
2.2 Features of new or upgraded equipment are and software
applied within the organization
2.3 Features and functions of new or upgraded equipment is
used for solving organizational problems
2.4 Sources of information is accessed and used relating to
new or upgraded equipment
3. Evaluate new
or upgraded
technology
performance
3.1 New or upgraded equipment is evaluated for performance,
usability and against OHS standards.
3.2 Environmental considerations are determined from new
or upgraded equipment.
3.3 Feedback is sought from users where appropriate.
Variable
Range
Equipment
May include but is not limited to workstations, personal
computers, modems and other connectivity devices, printers,
hard drives, DSL modems, monitors, switches, hubs, and other
peripheral devices. Technology skills New skills can include but
are not limited to hardware, PCs, networks, storage and
communications equipment
May include but are not limited to user-based software for new
business processes, customer relationship management,
integrated services (e.g. banking and financial services)
Software
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Sources of
information
OHS standards
Environmental
Considerations
Feedback
May include but is not limited to documents, test pages, web
pages, appliances software and technical connections guidance
and other outputs supplied by vendors and manufacturers.
May include:
 correct posture, lighting, type of desk, type of monitor, style of
chair, typing position, repetitive strain injury prevention,
ventilation, light position, correct lifting method, and length of
time in front of computer
 May also include physical safety considerations such as
general electrical safety and cabling, power supply and leads
as they apply to computer and peripheral installations.
May include but is not limited to recycling, safe disposal of
packaging (e.g. cardboard, polystyrene, paper, plastic) and
correct disposal of redundant hardware (e.g. motherboards,
hard drives, circuit boards) by an authorized body
May include surveys, questionnaires, interviews and meetings.
Evidence Guide
Critical aspects of
Competence
Underpinning
Knowledge and
Attitudes
Underpinning
Skills
Competence must confirm the ability to transfer the application
of existing skills and knowledge to new technology
Demonstrates knowledge of:
 Broad awareness of current technology trends and directions
in IT (e.g. software, hardware, services, new developments,
new protocols)
 Knowledge of vendor product directions
 Ability to locate appropriate sources of information regarding
IT and new technologies
 Current industry hardware and software products, with
knowledge of general features and capabilities
 Information gathering techniques
Demonstrates skills to:
 evaluate and apply new technology to assist in solving
organizational problems
 upgrade technology performance
Resources
Implication
Access is required to real or appropriately simulated situations,
including work areas, materials and equipment, and to
information on workplace practices and OHS practices.
Assessment
Methods
Competency may be assessed through:
 Interview / Written Test / Oral Questioning
 Observation / Demonstration
Context of
Assessment
Competency may be assessed in the work place or in a
simulated work place setting
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Occupational Standard: Hardware and Network Servicing Level IV
Unit Title
Determine Maintenance Strategy
Unit Code
ICT HNS4 05 0811
Unit Descriptor
This unit defines the competence required to determine and
operationalize maintenance strategies and supporting
processes to achieve continuity of IT operations and business
functions.
Elements
Performance Criteria
1. Identify and
analyze
maintenance
needs
1.1 Risks to business continuity are identified due to system
malfunction including quantification of possible loss
1.2 Systems architecture and configuration documentation
are reviewed for currency.
1.3 Equipment and/or software audit are conducted if
appropriate information is not available
1.4 Warranty status of components and/or software
according to vendor, project or organizational
requirements are determined and documented
1.5 Critical components and/or software and document
recommendations are identified regarding possible
service arrangements
1.6 Identified risks and problems are documented.
1.7 Recommended maintenance solutions are developed to
meet business needs and applied to deal with the client
based on the document
2. Develop service
2.1 The views and requirements of the client are determined
level agreements
in order to identify maintenance requirements
2.2 Service-level agreement is prepared
user and business requirements
3. Formulate
maintenance
strategy
to match client
3.1 Maintenance options are examined against cost
constraints, risks to business continuity and service-level
agreements
3.2 A specific maintenance strategy is identified based on
cost, business and service-level agreements
requirements
3.3 A preventative maintenance schedule is created based
on cost, business and service-level agreements
requirements
3.4 A maintenance strategy is negotiated with client and
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changes to service-level agreements are made where
necessary
3.5 The recommended procedure is documented for
approval from appropriate person according to
organizational requirements
4. Define client and
supplier
processes and
standards
4.1 Reporting procedures for service requests are negotiated
and created with client and suppliers
4.2 Response time standards is determined with client and
suppliers
4.3 Escalation procedures is created with client and suppliers
4.4 Help desk or other support function is been set-up in
accordance with agreed standards and procedures and
in line with industry best
Variable
Range
Systems
architecture
May include but not limited to:
 Operating system: Novell NetWare 5 or above or operating
system that has multi-user ability, Linux, Mac OS, Windows
2000 or above
 Database software: Oracle, Sybase, Microsoft SQL server,
Ingres, DB2, Informix, MSQL, MySQL, SQL server
 Configuration: small memory model, large memory model,
requests per second
May include but not limited to:
 to workstations, personal computers, modems or other
connectivity devices, printers, DSL modems, hard drives,
monitors, switches, hubs, personal digital assistant (PDA)
and other peripheral devices
May include but not limited to:
 in-house, packaged or customized software
May include but not limited to:
 CMOS battery, central processing unit (CPU), CD and DVD
drives, interface cards, drives, fax/modem cards, RAM
upgrades, CPU upgrades
May include but not limited to:
 May exist for many different infrastructure services,
including communications carriers, ISPs, ASPs and SLAs
for vendor products. SLAs should consider business
processes and requirements, clearly specify and quantify
service levels, identify evaluation or audit of service levels.
May include workload and performance considerations,
expectations regarding servicing, penalties, and charge
back to business units.
Equipment
Software
Components
Service-level
agreement
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Evidence Guide
Critical aspects of
Competence
Underpinning
Knowledge and
Attitudes
Underpinning
Skills
Demonstrates skills and knowledge in:
 Identifying and analyzing maintenance needs
 Developing service level agreements
 Formulating maintenance strategy
 Defining client & supplier processes & standards
Demonstrates knowledge of:
 Broad knowledge of help desk and maintenance practices,
such as general composition and operation of
 Information database for tracking hardware, software and
operational issues, such as troubleshooting, repair and
warranty. Also, knowledge of determining level of support to
a client (e.g. support levels one to four)
 Current industry-accepted hardware and software products,
with broad knowledge of general features and
 Capabilities and detailed knowledge in areas pertaining to
particular client business activity. (e.g. help desk
 software, including a database for storing hardware and
software details, product warranty and service difficulty
records, such as repair, replacement and reconfiguration)
 General knowledge of the relationships between the
stakeholders and the service provider. This includes
 knowing the rights of the stakeholder and the obligations of
the learner inferred by the contract of service
 Broad knowledge of the client business domain and of the
features of the IT system that support the client's business
activity
 Detailed knowledge of how the system has been set up to
process data and what data elements are stored
 Broad knowledge of quality assurance practices with
reference to maintenance, warranty and repair of network
equipment and software
Demonstrates skills to:
 Develop service level agreements
 Formulate maintenance strategy
 Define client and supplier processes and standards
Resources
Implication
Access is required to real or appropriately simulated situations,
including work areas, materials and equipment, and to
information on workplace practices and OHS practices.
Assessment
Methods
Competency may be assessed through:
 Interview / Written Test / Oral Questioning
 Observation / Demonstration
Context of
Assessment
Competency may be assessed in the work place or in a
simulated work place setting
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Occupational Standard: Hardware and Network Servicing Level IV
Unit Title
Unit Code
Establish Quality Standards
ICT HNS4 06 0811
Unit Descriptor
This unit covers the knowledge, attitudes and skills required to
establish and monitor quality of hardware and network
servicing. It includes participating in maintaining and improving
quality at work and assist in planning of quality assurance
procedures, report problems that affect quality and implement
quality assurance procedures.
Elements
Performance Criteria
1. Establish
quality
specifications
for service
1.1 Quality specifications are developed and agreed upon in
accordance with legislated requirements.
1.3 Quality specifications are documented and introduced to
organization staff / personnel in accordance with the
organization policy.
1.4 Quality specifications are updated when necessary.
2. Identify
hazards and
critical control
points
2.1 Critical control points impacting on quality are identified.
3. Assist in
planning of
quality
assurance
procedures
3.1 Procedures for each identified control point are developed
to ensure optimum quality.
2.2 Degree of risk for each hazard is determined.
2.3 Necessary documentation is accomplished in accordance
with organization quality procedures
3.2 Hazards and risks are minimized through application of
appropriate controls and OHS procedures and standards.
3.3 Processes to monitor the effectiveness of quality assurance
procedures are developed.
4. Implement
quality
assurance
procedures
4.1 Responsibilities for carrying out procedures are allocated to
staff.
4.2 Instructions are prepared in accordance with the sector
quality assurance program.
4.3 Staff is given induction training on the quality assurance
policy.
5. Monitor quality
of work
outcome
5.1 Quality requirements are identified
5.2 Inputs are inspected to confirm capability to meet quality
requirements
5.3 Process is conducted to produce required outcomes
5.4 Production processes are monitored to confirm quality of
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output
5.5 Process is adjusted to maintain outputs within specification.
6. Participate in
maintaining
and improving
quality at work
6.1 Work area, materials, processes and service are routinely
monitored to ensure compliance with quality requirements.
6.2 Non-conformance process is identified and reported
according to reporting requirements
6.3 Corrective action is taken within level of responsibility, to
maintain quality standards
6.4 Quality issues are raised with designated personnel
7. Report
problems that
affect quality
7.1 Recognize potential or existing quality problems.
7.2 Identify instances of variation in quality from specifications
or work instructions.
7.3 Report variation and potential problems to
supervisor/manager according to sector guidelines
Variable
Range
Legislated
requirements
May include but not limited to:
 Verification of work quality as part of sector legislation or
specific legislation related to process of work content or
composition.
It may include but not limited to:
 Use of tools and equipment
 Working place environment handling of material safety
 Following Occupational health and safety procedures
designated for the task
Safety
procedures
Evidence Guide
Critical aspects of
Competence
Underpinning
Knowledge and
Attitudes
Underpinning
Skills
Page 19 of 78
Demonstrates skills and knowledge in:
 Monitoring quality of work
 Establishing quality requirements for work
 Participating in maintaining and improving quality of work
 Assisting in planning of quality assurance procedures
 Reporting problems that affect quality
 Implementing quality assurance procedures
Demonstrates knowledge of:
 Applying federal and regional legislation within day-today
work activities
 Accessing and using management systems to keep and
maintain accurate records
Demonstrates skills to:
 Monitoring quality of work
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Ethiopian Occupational Standard
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Resources
Implication
 Establishing quality specifications for work
 Participating in maintaining and improving quality at work
 Identifying hazards and critical control points in process of
production
 Assisting in planning of quality assurance procedures
 Reporting problems that affect quality
 Implementing quality assurance procedures
Access is required to real or appropriately simulated situations,
including work areas, materials and equipment, and to
information on workplace practices and OHS practices.
Assessment
Methods
Competency may be assessed through:
 Interview / Written Test / Oral Questioning
 Observation / Demonstration
Context of
Assessment
Competency may be assessed in the work place or in a
simulated work place setting
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Occupational Standard: Hardware and Network Servicing Level IV
Unit Title
Unit Code
Utilize Specialized Communication Skills
ICT HNS4 07 0811
Unit Descriptor
This unit covers the knowledge, skills and attitudes required to
use specialized communication skills to meet specific needs of
the sector, conduct interviews, facilitate group discussions, and
contribute to the development of communication strategies.
Elements
Performance Criteria
1. Meet common
and specific
communicatio
n needs of
trainee
1.1
2. Contribute to
the
development
of
communicatio
n strategies
2.1
Specific communication needs of trainees are identified and
met.
1.2 Different approaches are used to meet communication
needs of the trainees.
1.3 Conflict is addressed promptly and in a timely way and in a
manner which does not compromise the standing of the
institution.
2.2
2.3
2.4
2.5
2.6
3. Represent the
institution
3.1
3.2
3.3
3.4
3.5
3.6
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Strategies for internal and external dissemination of
information are developed, promoted, implemented and
reviewed as required.
Channels of communication are established and reviewed
regularly.
Production process in effective communication is provided.
Production related network and relationship are maintained
as necessary
Negotiation and conflict resolution strategies are used where
required
Communication with trainee is appropriate to individual
needs and institutional objectives
When participating in internal or external forums,
presentation is relevant, appropriately researched and
presented in a manner to promote the institution
Presentation is clear and sequential and delivered within a
predetermined time.
Utilize appropriate media to enhance presentation.
Differences in views are respected.
Written communication is consistent with institutional
standards.
Inquiries are responded in a manner consistent with
institutional standard.
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4. Facilitate
group
discussion
5. Conduct
interview
Variable
Effective group
interaction
Interview
situations
Page 22 of 78
Mechanisms which enhance effective group interaction
are defined and implemented.
4.2
Strategies which encourage all group members to
participate are used routinely.
4.3
Objectives and agenda for meetings and discussions are
routinely set and followed.
4.4
Relevant information is provided to group to facilitate
outcomes.
4.5
Evaluation of group communication strategies is undertaken
to promote participation of all parties.
4.6
Specific communication needs of individuals are identified
and addressed.
5.1
A range of appropriate communication strategies are
employed in interview situations.
5.2
Records of interviews are made and maintained in
accordance with institutional procedures.
5.3
Effective questioning, listening and nonverbal
communication techniques are used to ensure that required
message is communicated.
Range
Strategies
Types of
Interview
4.1
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Recognizing own limitations
Referral to specialists
Utilizing techniques and aids
Providing written drafts
Verbal and non verbal communication
Identifying and evaluating what is occurring within an
interaction in a non judgmental way
Using active listening
Making decision about appropriate words, behavior
Putting together response which is culturally appropriate
Expressing an individual perspective
Expressing own philosophy, ideology and background and
exploring impact with relevance to communication
Related to staff issues
 Evidential
Routine
 Non disclosure
Confidential
 Disclosure
Establish rapport
Elicit facts and information
Facilitate resolution of issues
Develop action plans
Diffuse potentially difficult situation
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Evidence Guide
Critical aspects of
Competence
Underpinning
Knowledge and
Attitudes
Underpinning
Skills
Resources
Implication
Assessment
Methods
Context of
Assessment
Page 23 of 78
Demonstrates skills and knowledge in:
 Demonstrated effective communication skills with workers
 Adopted relevant communication techniques and strategies
to meet workers particular need
Demonstrates knowledge of:
 Communication process
 Dynamics of groups and different styles of group leadership
 Communication skills relevant to trainees
Demonstrates skills to:
 Full range of communication techniques including:
 Full range of communication
 Active listening
 Feedback
 Interpretation
 Role boundaries setting
 Negotiation
 Establishing empathy
 Communication skills required to fulfill production roles as
specified by the organization
Access to appropriate workplace where assessment can take
place
Competency may be assessed through:
 Interview / Written Test / Oral Questioning
 Observation / Demonstration
Competency may be assessed in the work place or in a
simulated work place setting
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Occupational Standard: Hardware and Network Servicing Level IV
Unit Title
Develop Team and Individuals
Unit Code
ICT HNS4 08 0811
Unit Descriptor
This unit covers the skills, knowledge and attitudes required to
determine individual and team development needs and facilitate
the development of the workgroup.
Elements
Performance Criteria
1. Provide team
leadership
1.1
1.2
1.3
1.4
2. Foster
individual and
organizational
growth
2.1
2.2
2.3
3. Monitor and
evaluate
workplace
activities
3.1
3.2
3.3
3.4
4. Develop team
commitment
and
cooperation
4.1
4.2
4.3
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Learning and development needs are systematically
identified and implemented in line with organizational
requirements.
Learning plan to meet individual and group training and
developmental needs is collaboratively developed and
implemented.
Individuals are encouraged to self evaluate performance
and identify areas for improvement.
Feedback on performance of team members is collected
from relevant sources and compared with established team
learning process.
Production program goals and objectives are identified to
match the specific knowledge and skills requirements of
competency standards.
Workplace learning opportunities are provided to facilitate
individual and team achievement of competencies.
Resources and timelines required for production activities
are identified and approved in accordance with
organizational requirements.
Feedback from individuals or teams is used to identify and
implement improvements in future work arrangements
Outcomes and performance of individuals/teams are
assessed and recorded to determine the effectiveness of
development programs and the extent of additional support
Modifications to learning plans are negotiated to improve
the efficiency and effectiveness of work.
Records and reports of competency are maintained within
organizational requirement
Open communication processes to obtain and share
information is used by team.
Decisions are reached by the team in accordance with its
agreed roles and responsibilities.
Mutual concern and camaraderie are developed in the team
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5. Facilitate
accomplishment of
organizational
goals
Team members actively participated in team activities and
communication processes.
5.2 Team’s members developed individual and joint
responsibility for their actions.
5.3 Collaborative efforts are sustained to attain organizational
goals.
5.1
Variable
Range
Learning and
development
needs
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
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Organizational
requirements
Feedback on
performance
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
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Coaching, mentoring and/or supervision
Formal/informal learning program
Internal/external training provision
Work experience/exchange/opportunities
Personal study
Career planning/development
Performance appraisals
Workplace skills assessment
Recognition of prior learning
Quality assurance and/or procedures manuals
Goals, objectives, plans, systems and processes
Legal and organizational policy/guidelines and requirements
Safety policies, procedures and programs
Confidentiality and security requirements
Business and performance plans
Ethical standards
Quality and continuous improvement processes and
standards
Formal/informal performance appraisals
Obtaining feedback from supervisors and colleagues
Obtaining feedback from clients
Personal and reflective behavior strategies
Routine and organizational methods for monitoring service
delivery
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Evidence Guide
Critical aspects of
Competence
Underpinning
Knowledge and
Attitudes
Underpinning
Skills
Resources
Implication
Assessment
Methods
Context of
Assessment
Page 26 of 78
Demonstrates skills and knowledge in:
 Identified and implemented learning opportunities for others
 Gave and received feedback constructively
 Facilitated participation of individuals in the work of the team
 Negotiated learning plans to improve the effectiveness of
learning
 Prepared learning plans to match skill needs
 Accessed and designated learning opportunities
Demonstrates knowledge of:
 Understanding how to work effectively with team members
who have diverse work styles, aspirations, cultures and
perspective
 Understanding how to facilitate team development and
improvement
 Understanding methods and techniques for eliciting and
interpreting feedback
 Understanding methods for identifying and prioritizing
personal development opportunities and options
 Knowledge of career paths and competency standards in the
industry
Demonstrates skills to:
 Ability to read and understand a variety of texts, prepare
general information and documents according to target
audience; spell with accuracy; use grammar and punctuation
effective relationships and conflict management
 Communication skills including receiving feedback and
reporting, maintaining effective relationships and conflict
management
 Planning skills to organize required resources and
equipment to meet learning needs
 Reporting skills to organize information; assess information
for relevance and accuracy; identify and elaborate on
learning outcomes
 Facilitation skills to conduct small group training sessions
 Ability to relate to people from a range of social, cultural,
physical and mental backgrounds
Access is required to real or appropriately simulated situations,
including work areas, materials and equipment, and to
information on workplace practices and OHS practices.
Competency may be assessed through:
 Interview / Written Test / Oral Questioning
 Observation / Demonstration
Competency may be assessed in the work place or in a
simulated work place setting
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Hardware and Network Servicing
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Top
Occupational Standard: Hardware and Network Servicing Level IV
Unit Title
Manage and Maintain Small/Medium Business Operations
Unit Code
ICT HNS4 09 0811
Unit Descriptor
This unit covers the operation of day-to-day business activities in
a micro or small business. The strategies involve developing,
monitoring and managing work activities and financial
information, developing effective work habits, and adjusting work
schedules as needed.
Elements
Performance Criteria
1. Identify daily
work
requirements
1.1 Work requirements for a given time period are identified
taking into consideration resources and constraints
1.2 Work activities are prioritized based on business needs,
requirements and deadlines
1.3 If appropriate, work is allocated to relevant staff or
contractors to optimize efficiency
2. Monitor and
manage work
2.1 People, resources and/or equipment are coordinated to
provide optimum results
2.2 Staff, clients and/or contractors are communicated within a
clear and regular manner, to monitor work in relation to
business goals or timelines
2.3 Problem solving techniques are applied to work situations
to overcome difficulties and achieve positive outcomes
3. Develop
effective work
habits
3.1 Work and personal priorities are identified and a balance is
achieved between competing priorities using appropriate
time management strategies
3.2 Input from internal and external sources is sought and
used to develop and refine new ideas and approaches
3.3 Business or inquiries are responded to promptly and
effectively
3.4 Information is presented in a format appropriate to the
industry and audience
4. Interpret
financial
information
4.1 Relevant documents and reports are identified
4.2 Documents and reports are read and understood and any
implications discussed with appropriate persons
4.3 Data and numerical calculations are analyzed, checked,
evaluated, organized and reconciled
4.4 Daily financial records and cash flow are maintained
correctly and in accordance with legal and accounting
requirements
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4.5 Invoices and payments are prepared and distributed in a
timely manner and in accordance with legal requirements
4.6 Outstanding accounts are collected or followed-up
5. Evaluate work
performance
5.1 Opportunities for improvements are monitored according to
business demands
5.2 Work schedules are adjusted to incorporate necessary
modifications to existing work and routines or changing
needs and requirements
5.3 Proposed changes are clearly communicated and recorded
to aid in future planning and evaluation
5.4 Relevant codes of practice are used to guide an ethical
approach to workplace practices and decisions
Variable
Range
Resources may
include:
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Business goals
may include:
Problem solving
techniques may
include:
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Time
management
strategies may
include:
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Internal and
external sources
may include:
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Page 28 of 78
staff
 equipment
money
 space
time
sales targets
budgetary targets
team and individual goals
production targets
reporting deadlines
gaining additional research and information to make better
informed decisions
looking for patterns
considering related problems or those from the past and how
they were handled
eliminating possibilities
identifying and attempting sub-tasks
collaborating and asking for advice or help from additional
sources
prioritizing and anticipating
short term and long term planning and scheduling
creating a positive and organized work environment
clear timelines and goal setting that is regularly reviewed and
adjusted as necessary
breaking large tasks into smaller tasks
getting additional support if identified and necessary
staff and colleagues
management, supervisors, advisors or head office
relevant professionals such as lawyers, accountants,
management consultants
professional associations
Ministry of Education
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Hardware and Network Servicing
Ethiopian Occupational Standard
Version 3
August 2011
Evidence Guide
Critical Aspects
of Competence
Underpinning
Knowledge and
Attitudes
Underpinning
Skills
Resource
Implications
Methods of
Assessment
Context for
Assessment
Page 29 of 78
A person must be able to demonstrate:
 ability to identify daily work requirements and allocate work
appropriately
 ability to interpret financial documents in accordance with
legal requirements
 Federal and Regional Government legislative requirements
affecting business operations, especially in regard to
occupational health and safety (OHS), equal employment
opportunity (EEO), industrial relations and anti-discrimination
 technical or specialist skills relevant to the business operation
 relevant industry code of practice
 planning techniques to establish realistic timelines and
priorities
 identification of relevant performance measures
 quality assurance principles and methods
 relevant marketing, management, sales and financial
concepts
 methods for monitoring performance and implementing
improvements
 structured approaches to problem solving, idea management
and time management
 literacy skills to interpret legal requirements, company policies
and procedures and immediate, day-to-day demands
 communication skills including questioning, clarifying,
reporting, and giving and receiving constructive feedback
 numeracy skills for performance information, setting targets
and interpreting financial documents and reports
 technical and analytical skills to interpret business documents,
reports and financial statements and projections
 ability to relate to people from a range of social, cultural and
ethnic backgrounds and physical and mental abilities
 problem solving skills to develop contingency plans
 using computers and software packages to record and
manage data and to produce reports
 evaluation skills for assessing work and outcomes
 observation skills for identifying appropriate people, resources
and to monitor work
The following resources should be provided:
 Access to relevant workplace documentation, financial
records, and equipment
Competence may be assessed through:
 Interview / Written exam
 Observation/Demonstration with Oral questioning
Competence may be assessed in the workplace or in a simulated
work environment
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Occupational Standard: Hardware and Network Servicing Level IV
Unit Title
Unit Code
Manage Continuous Improvement System
ICT HNS4 10 1012
Unit Descriptor
This unit describes the performance outcomes, skills and
knowledge required to sustain and develop an environment in
which continuous improvement, innovation and learning are
promoted and rewarded.
Elements
Performance Criteria
1. Review
programs,
systems and
processes
1.1 Establish strategies to monitor and evaluate performance
of key systems and processes
1.2 Undertake detailed analyses of supply chains, operational
and product/service delivery systems
1.3 Identify performance measures, and assessment tools
and techniques, and evaluate their effectiveness
1.4 Analyze performance reports and variance from plans for
all key result areas of the organization
1.5 Identify and analyze changing trends and opportunities
relevant to the organization
1.6 Seek advice from specialists, where appropriate, to
identify technology and electronic commerce opportunities
2. Develop options
for continuous
improvement
2.1 Brief groups on performance improvement strategies and
innovation as an essential element of competition
2.2 Foster creative climate and organizational learning
through the promotion of interaction within and between
work groups
2.3 Encourage, test and recognize new ideas and
entrepreneurial behavior where successful
2.4 Accept failure of an idea during trialing, and recognize,
celebrate and embed success into systems
2.5 Undertake risk management and cost benefit analyses
for each option/idea approved for trial
2.6 Approve innovations through agreed organizational
processes
3. Implement
innovative
processes
3.1 Promote continuous improvement as an essential part of
doing business
3.2 Address impact of change and consequences for people,
and implement transition plans
3.3 Ensure objectives, timeframes, measures and
communication plans are in place to manage
implementation
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3.4 Implement contingency plans in the event of nonperformance
3.5 Follow-up failure by prompt investigation and analysis of
causes
3.6 Manage emerging challenges and opportunities effectively
3.7 Evaluate continuous improvement systems and processes
regularly
3.8 Communicate costs and benefits of innovations and
improvements to all relevant groups and individuals
Variable
Range
Sustainability may
include:
 addressing environmental and resource sustainability
initiatives, such as environmental management systems,
action plans, green office programs, surveys and audits
 applying the waste management hierarchy in the workplace
 complying with regulations and corporate social
responsibility considerations for sustainability to enhance
the organisation's standing in business and community
environments
 determining organisation's most appropriate waste
treatment, including waste to landfill, recycling, re-use,
recoverable resources and wastewater treatment
 implementing ecological footprint
 implementing environmental management systems, e.g.
ISO 14001:1996 Environmental management systems life
cycle analyses
 implementing government initiatives,
 improving resource and energy efficiency
 initiating and maintaining appropriate organisational
procedures for operational energy consumption
 introducing a green office program - a cultural change
program
 introducing green purchasing
 introducing national and international reporting initiatives,
 introducing product stewardship
 reducing emissions of greenhouse gases
 reducing use of non-renewable resources
 referencing standards, guidelines and approaches, such as
sustainability covenants and compacts or triple bottom line
reporting
 supporting sustainable supply chain.
 network of facilities that procures raw materials, transforms
them into intermediate products or services and then
Supply chains
include:
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Performance
reports may
include:
finished goods or service, and delivers them through a
distribution system
procurement, production and distribution, viewed as
interlinked not as discrete elements
budget or cost variance
customer service
environmental
financial
OHS
quality
other operating parameters
Evidence Guide
Critical Aspects of
Competence
Underpinning
Knowledge and
Attitudes
Underpinning Skills
Page 32 of 78
Evidence of the following is essential:
 demonostration of consultation processes to introduce or
evaluate an existing continuous improvement process or
system, including suggested actions or an action plan
 generation of an idea or concept which exhibits creative
thinking and which offers the possibility of advantaging the
organization
 how the concept or idea was introduced, tested and
evaluated - the idea or concept does not have to have been
shown to work or to be adopted by the business
 knowledge of quality management and continuous
improvement theories
Demonstrates knowledge of:
 quality management and continuous improvement theories
 creativity/innovation theories/concepts
 risk management
 cost-benefit analysis methods
 creativity and innovation theories and concepts
 organizational learning principles
 quality management and continuous improvement theories
 risk management
 sustainability practices
Demonstrates skills to:
 analytical skills to identify improvement opportunities in
relation to
 the services/products delivered or concepts/ideas
developed
 flexibility and creativity skills to think laterally
 leadership skills to foster a commitment to quality and an
openness to innovation
 teamwork and leadership skills to foster a commitment to
quality and an openness to innovation
Ministry of Education
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Ethiopian Occupational Standard
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Resources
Implication
Methods of
Assessment
Access may be required to:
 workplace procedures and plans relevant to work area
 appropriate documentation and resources normally used in
the workplace
Competence in this unit may be assessed by using a
combination of the following to generate evidence:
 demonstration in the workplace
 suitable simulation
 oral or written questioning to assess knowledge of
principles and techniques associated with change
management
 evaluation of strategies established to monitor and evaluate
performance of key systems and processes
 review of briefing of groups on performance improvement
strategies and innovation
Those aspects of competence dealing with improvement
processes could be assessed by the use of suitable
simulations and/or a pilot plant and/or a range of case studies
and scenarios.
Context of
Assessment
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In all cases, practical assessment should be supported by
questions to assess essential knowledge and those aspects of
competence which are difficult to assess directly.
Competence may be assessed in the work place or in a
simulated workplace setting / environment.
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NTQF Level III
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Occupational Standard: Hardware and Network Servicing Level III
Unit Title
Gather Data on Business Requirements
Unit Code
ICT HNS3 01 0811
Unit Descriptor
This unit defines the competency required to identify, analyze
and document business requirements.
Elements
Performance Criteria
1. Identify key
information
sources
1.1 Information repositories are identified across the business
1.2 Current organizational documentation are reviewed
1.3 Critical questions are developed to elicit information from key
stakeholders using a mixture of open and closed questions
1.4 Information gathering techniques are ensured to use a
quality assurance methodology and meet budgetary
constraints
2. Gather data
through formal
and informal
processes
2.1 Information gathering workshops and interviews are
conducted to gather data
2.2 Reports and other data sources are reviewed for relevant
business information
2.3 Business-critical factors relating to current and future
directions of the organization are confirmed with
stakeholders
2.4 Group and individual responses are analyzed to clearly
define business priorities
3. Ensure
analysis is
accurate and
complete
3.1 Information gathered are analyzed and evaluated for
accuracy and consistency
3.2 Document conflicts in information are gathered
3.3 Conflicts in information or points of view are resolved with
stakeholders
4. Submit analysis 4.1 Detailed document according to documentation standards
and gain
and organizational templates are prepared
agreement
4.2 Document in a style are written that is succinct and
appropriate to the audience
4.3 Data gathered are communicated to client to gain
consensus and agreement on business requirements
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August 2011
Variable
Range
Organizational
documentation
May include but not limited to:
 Business forms
 Policy documents
 Financial statements
 Performance reports
Annual reports
 Correct posture, lighting, type of desk, type of monitor, style of
chair, typing position, repetitive strain injury prevention,
ventilation, light position, correct lifting method, and length of
time in front of computer
 May also include physical safety considerations such as
general electrical safety and cabling, power supply and leads
as they apply to computer and peripheral installations.
May include but not limited to:
 interviews,
 Questionnaires
 surveys
 observation
May include but not limited to:
 sponsor
 user
 development team
 project team
May include but is not limited to
 internal departments
 external
 organizations
 individual people
 employees
May include but are not restricted to
 policy relating to sign-off
 storage
 distribution
 revision Standards may include ISO/IEC/AS standards,
organizational standards, project standards
May include tools for documenting (e.g. word processing
packages, desktop publishing packages)
 response times
 security
 scalability
 customer demographics
 traffic
 customer confidence
 data knowledge and  expectations
management
May include but not limited to:
 Computers, secondary storage devices
Occupational
Health and Safety
(OHS)
Information
gathering
techniques
Stakeholders
Client
Documentation
standards
Business-critical
factors
Tools and
equipment
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Copyright
Hardware and Network Servicing
Ethiopian Occupational Standard
Version 3
August 2011
Evidence Guide
Critical aspects of
Competence
Underpinning
Knowledge and
Attitudes
Underpinning
Skills
Demonstrates skills and knowledge in:
 identifying key information sources
 gathering data through different processes
 ensuring analysis is accurate and complete
 submitting analysis and gained agreement
Demonstrates knowledge of:
 client business domain, so that the business need is
understood by project team and client
 current industry systems development methodologies
 Current industry-accepted hardware and software products,
including broad knowledge of general features and capabilities
 the role of stakeholders and the degree of stakeholder
involvement (e.g. when specifying people (especially the
owner, sponsor and those that will contribute to defining the
requirements and using the system), and roles of client users
are identified)
 Detailed knowledge of the system's current functionality (e.g.
when specifying physical requirements of the system are
identified taking into account current system functionality,
geography, environment, client user and cost constraints)
 quality assurance practices (e.g. when planning the
requirements phase)
Demonstrates skills to:
 gather data through formal and informal processes
 ensure analysis is accurate and complete
Resources
Implication
Access is required to real or appropriately simulated situations,
including work areas, materials and equipment, and to
information on workplace practices and OHS practices.
Assessment
Methods
Competency may be assessed through:
 Interview / Written Test / Oral Questioning
 Observation / Demonstration
Context of
Assessment
Competency may be assessed in the work place or in a
simulated work place setting
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Hardware and Network Servicing
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August 2011
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Occupational Standard: Hardware and Network Servicing Level III
Unit Title
Determine Best-Fit Topology
Unit Code
ICT HNS3 02 0811
Unit Descriptor
This unit defines the competence required to determine the most
appropriate way of networking computers to meet user needs
and business requirements.
Elements
Performance Criteria
1. Identify key
information
sources
1.1 Information repositories are identified across the business.
1.2 Current organizational documentation is reviewed based
on business requirements.
1.3 Critical questions are developed to extract information from
key stakeholders using a mixture of open and closed
questions.
1.4 Information gathering techniques are ensured to use a
quality assurance methodology and meet budgetary
constraints.
2. Determine user
needs
2.1 Different segments are identified for the proposed network
based on business requirements.
2.2 Segment needs are determined using network functional
analysis.
2.3 Traffic content and volumes are estimated based on
business requirements.
3. Develop best
topology
3.1 Resource requirements for each network segment are
determined on the basis of functional analysis.
3.2 Features of the physical environment are analyzed based
on network design.
3.3 Costing process is conducted for possible topology options.
3.4 Appropriate network topology is selected and documented
based on business requirements and functional analysis.
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Hardware and Network Servicing
Ethiopian Occupational Standard
Version 3
August 2011
Variable
Range
Organizational
Documentation
Information
gathering
techniques
Network
May include business forms, policy documents, financial
Statements, performance reports and annual reports.
Requirements
May include but are not limited to interviews, questionnaires,
Surveys and observation.
May include but is not limited to large and small local area
networks (LANs), wide area networks (WANs), virtual private
networks (VPNs), virtual local area networks (VLANs) and
wireless local area networks (WLANs) as well as the use of the
public standard telephone network (PSTN) for dial-up modems
only, private lines, data and voice.
May be in reference to the business, system, application,
network or people in the organization
Traffic
Types and
Sources of
Information
May include data, voice or video
Tools and
equipment
May include but not limited to:
 Toolkit
 Connectors
 Patch panel
 Wall outlet
 Cable duct
 Network devices (Hubs, Switches, Repeater etc…)
 Cables (UTP, STP, Coaxial, Fiber Optics etc…)
 Cabinet
 Cable tester
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









Internet
Virtual library
Organizational policy
Manuals and procedures
Strategic documents
Business requirements
Equipment specifications
Stake holders
Organizational document
Architectural design (blueprint)
Ministry of Education
Copyright
Hardware and Network Servicing
Ethiopian Occupational Standard
Version 3
August 2011
Evidence Guide
Critical aspects of
Competence
Underpinning
Knowledge and
Attitudes
Underpinning
Skills
Resources
Implication
Assessment must confirm the ability to clearly identify the best
LAN, VPN or WLAN topology based on business or
organizational needs.
Demonstrates knowledge of:
 current industry-accepted hardware and software products,
including knowledge of general features and capabilities
 system's current functionality
 characteristics and relative strengths and weaknesses of LAN
network topologies
 TCP/IP, Ethernet, hubs, adaptor cards
 basic knowledge of cabling, particularly UTP (unshielded
twisted pair), STP (shielded twisted pair) or optic fiber
 network architecture
Demonstrates skills to:
 determine user needs
 gather data and information
 develop best topology for the organization by analyzing user
requirements
Access is required to real or appropriately simulated situations,
including work areas, materials and equipment, and to
information on workplace practices and OHS practices.
Assessment
Methods
Competency may be assessed through:
 Interview / Written Test / Oral Questioning
 Observation / Demonstration
Context of
Assessment
Competency may be assessed in the work place or in a
simulated work place setting
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Occupational Standard: Hardware and Network Servicing Level III
Unit Title
Configure and Administer Server
Unit Code
ICT HNS3 03 0811
Unit Descriptor
This unit defines the competence required to build, configure
and test a server
Elements
Performance Criteria
1. Confirm
server
specification
1.1 Network operating system, server applications and
server design are confirmed with client and system need.
1.2 Product, vendor architecture and equipment specifications
are identified according to the system need.
1.3 Technology and resource are identified within business
requirements and budget.
2. Verify server
compatibility
and interoperability
2.1 Hardware and software are reviewed to ensure
compatibility.
2.2 All hardware required is obtained for server installation.
2.3 Required operating system and software is Installed for
proper function.
2.4 Additional tools or third-party software is installed as
required by the created design.
2.5 Operating system and applications is patched to ensure
security and reliability.
3. Configure and 3.1 Server is configured as required by technical
requirements.
test server
3.2 Scope and applicability of the testing is defined against
technical requirements.
3.3 Test plan is developed with reference to resources and
network impact.
3.4 System testing is run according to test plan and record
outcomes.
3.5 Error report is analyzed and changes are made as required.
3.6 Changes or additions are validated against specifications.
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August 2011
Variable
Range
Network
operating system
May include but is not limited to:
Novell NetWare 5 or above or operating system that has multiuser ability: Linux 8.0, Mac OSX, and Windows 2000 or above.
May include file sharing, printer sharing, messaging, web
services, network and remote access, database and data
warehousing, directory services, management, line of business
Applications, terminal services.
May include but is not limited to:
workstations, personal computers, modems and other
connectivity devices, printers, DSL modems, hard drives,
monitors, switches, hubs, personal digital assistant (PDA) and
other peripheral devices.
May be in reference to the business, system, application,
network or people in the organization
May include but is not limited to workstations, personal
computers, modems and other connectivity devices, networks,
remote sites, servers.
May include but is not limited to commercial software
applications; organization-specific software, packaged software,
in-house or customized software
May include:
 Application/web servers
 DNS and DHCP servers
 Email servers
 File and print servers
 FTP servers
 Firewall servers
 Proxy/cache server
May include but is not limited to Linux 8.0 or above, Windows
2000/Server 2003 or above, Apple OS X or above.
Server
applications
Equipment
Business
requirements
Hardware
Software
Server
Operating system
Application
Technical
requirements
Network
System
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May include database programs, word processors, email
programs, internet browsers, system browsers and
spreadsheets.
May be in reference to the business, system, platform,
application, database, network or people in the organization.
May include but not limited to large and small LANs, national
WANs, the internet, the use of the PSTN for dial-up modems
only, private lines, data and voice.
May include but is not limited to databases, applications,
servers, operating systems, gateways, application service
provider and ISP.
Ministry of Education
Copyright
Hardware and Network Servicing
Ethiopian Occupational Standard
Version 3
August 2011
Evidence Guide
Critical aspects of
Competence
Underpinning
Knowledge and
Attitudes
Assessment must confirm the ability to administer, configure and
test a server according to business needs and technical
requirements.
Demonstrates knowledge of:
 Single and multiple processors, memory, Disk drives and
internal/external storage devices.
 Server applications (such as web application, DNS, etc)
 Server specification for different applications
Underpinning
Skills
Demonstrates skills to:
 determine server specifications
 determine compatibility and operability
 configured a server as required by technical requirements
Resources
Implication
 Access is required to real or appropriately simulated situations,
including work areas, materials and equipment, and to
information on workplace practices and OHS practices.
Assessment
Methods
 Competency may be assessed through:
 Interview / Written Test / Oral Questioning
 Observation / Demonstration
Context of
Assessment
Competency may be assessed in the work place or in a
simulated work place setting
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Occupational Standard: Hardware and Network Servicing Level III
Unit Title
Create Technical Documentation
Unit Code
ICT HNS3 04 0811
Unit Descriptor
This unit defines the competence required to create technical
documentation that is clear to the target audience and easy to
navigate.
Elements
Performance Criteria
1. Identify and
analyze
documentation
needs
1.1 Client is consulted to identify documentation requirements
1.2 Documentation requirements are interpreted and evaluated,
and details with the client confirmed
1.3 Industry and documentation standards are investigated
for requirements
1.4 Scope of work is defined and documented to be produced
1.5 Client is consulted to validate and confirm the scope of
work
2. Design
documentation
2.1 Information requirements are identified with reference to
layout and structure documented
2.2 Document templates and style guides are created
consistent with information requirements
2.3 Review of the system is conducted in order to understand
its functionality
2.4 Content that meets information requirements is extracted in
accordance with relevant copyright restrictions
2.5 Structure of the technical documentation is developed
giving focus to the flow of information, style, tone and
content format
2.6 Technical documentation structure is validated with the
client
3. Develop
documentation
3.1 Technical documentation is written based on the template
and scope of work using the information gathered
3.2 Technical terminology is translated into plain English where
appropriated
3.3 Content format and style is applied in accordance with
relevant documentation standards and templates
4. Evaluate and
edit
documentation
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4.1 Technical documentation is submitted to appropriate
person for reviewed
4.2 Feedback is gathered and analyzed
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Hardware and Network Servicing
Ethiopian Occupational Standard
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4.3 Alterations into the technical documentation is
incorporated
4.4 Technical documentation is edited for technical and
grammatical accuracy
Variable
Range
Client
May include but is not limited to internal departments, external
organizations, individual people and internal employees
Requirements
May be in reference to the business, system, application,
organizational policies, network or people in the organisation
May include but are not limited to policy relating to sign-off,
storage, distribution, revision. May include ISO/IEC/AS
standards, organizational standards, audit trails, naming
conventions, version control, project management templates and
report writing principles
May include but is not limited to network, application, software,
business, computers, financial system, management system and
information system
Documentation
standards
System
Technical
documentation
Content
Appropriate
person
Channels
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May include system or project specifications, system design,
system functionality, reports, help references, technical manuals,
operational procedures, training materials and self-paced
tutorials, on-line help, user guides and brochures.
May include information and interactive features, such as product
information, company information, copyright and disclaimer
notices, site map, frequently asked questions, what's new,
customer-specific information, customer only information, error
messages, instructions, feedback mechanisms, reference pages,
forms, background articles, ratings/rankings/testimonials/quotes
from reviews, hyperlink titles.
May include a supervisor, teacher, authorized business
representative or client.
May include text, audio, animation and graphics provided through
books, manuals, CD-ROMs, DVDs, computer-based tutorials,
help screens and the world wide web.
Ministry of Education
Copyright
Hardware and Network Servicing
Ethiopian Occupational Standard
Version 3
August 2011
Evidence Guide
Critical aspects of
Competence
Underpinning
Knowledge and
Attitudes
Underpinning
Skills
Assessment must confirm the ability to create technical
documentation that meets business requirements, caters for a
diverse readership, is clear to the target audience and easy to
navigate such as
 identified and analyzed documentation needs
 designed documentation
 developed documentation
 evaluated and edited documentation
Demonstrates knowledge of:
 content features, such as clarity and readability
 instructional design principles
 functions and features of templates and style guides
 document design, web design and usability
 the use of word processing software and multimedia authoring
tools
 identifying target audiences
 analyzing audience needs
 identifying relevant content
 determining appropriate content, formats and styles
 writing content
Demonstrates skills to:
 design documentation
 develop documentation
 evaluate and edit documentation
Resources
Implication
Access is required to real or appropriately simulated situations,
including work areas, materials and equipment, and to
information on workplace practices.
Assessment
Methods
Competency may be assessed through:
 Interview / Written Test / Oral Questioning
 Observation / Demonstration
Context of
Assessment
Competency may be assessed in the work place or in a
simulated work place setting
TOP
Page 46 of 78
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Copyright
Hardware and Network Servicing
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August 2011
Occupational Standard: Hardware and Network Servicing Level III
Unit Title
Monitor and Administer System and Network Security
Unit Code
ICT HNS3 05 0811
Unit Descriptor
This unit defines the competence required to monitor and
administer security functions of a system.
Elements
Performance Criteria
1. Ensure user
accounts are
controlled
1.1 Default user settings are modified to ensure that they
conform to security policy.
1.2 Previously created user settings are modified to ensure
they conform to updated security policy.
1.3 Legal notices are displayed ensured at logon are
appropriate.
1.4 Appropriate utilities are used to check strength of
passwords and consider tightening rules for password
complexity.
1.5 Action taken to ensure password procedures are reviewed
with appropriates other internal departments.
1.6 Information services are accessed to identify security gaps
and appropriate action taken using hardware and software
or patches.
2. Secure file and
resource
access
2.1 Inbuilt security and access features of the operating
system are reviewed and considered for further action
2.2 File security categorization scheme, and an understanding
of the role of users is developed or reviewed in setting
security.
2.3 Virus checking process is implemented and scheduled for
the server, computer and other system components.
3. Determine
authentication
requirements
3.1 User and enterprise security requirements are determined
with reference to enterprise security plan.
3.2 Authentication options are identified and analyzed
according to user and enterprise requirements.
3.3 Most appropriate authentication and authorization
processes are selected based on security requirements.
4. Determine
network
security
4.1 Users shared resources access via a network with
reference to enterprise security plan
4.2 Security threats are monitored and recorded to the
system.
4.3 The latest antivirus signatures are updated.
Variable
Range
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August 2011
Security policy
Hardware
Software
Operating system
Server
Security threats
May be in relation to theft, viruses, standards (including archival,
back-up, network), privacy, audits and alerts; usually relates
directly to the security objectives of the organization.
May include but is not limited to workstations, personal
computers, modems or other connectivity devices, networks,
DSL modems, remote sites, servers.
May include but is not limited to commercial, in-house, packaged
or customized software.
May include but is not limited to Linux 6.0 or above, Windows 98
or above, Apple OS 8 or above.
May include:
 Application/web servers
 BEA Web logic servers
 IBM Visual Age and Web Sphere
 Novell NDS servers
 Email servers
 File and print servers
 FTP servers
 Firewall servers
 Proxy/cache servers
May include eavesdropping, manipulation, impersonation,
penetration, denial of service, by-pass, hacking, viruses.
Evidence Guide
Critical aspects of
Competence
Underpinning
Knowledge and
Attitudes
Underpinning
Skills
Resources
Implication
Assessment
Methods
Context of
Assessment
Assessment must confirm knowledge of the security features
available in the operating environment and the ability to monitor
and administer security functions on the network.
Demonstrates knowledge of:
 client business domain, business function and organization
 features and capabilities of networking technologies, with
substantial depth in security areas
 network and system security
Demonstrates skills to:
 secure file and resource access
 determine authentication requirements and network security
Access is required to real or appropriately simulated situations,
including work areas, materials and equipment, and to
information on workplace practices and OHS practices.
Competency may be assessed through:
 Interview / Written Test / Oral Questioning
 Observation / Demonstration
Competency may be assessed in the work place or in a
simulated work place setting
TOP
Page 48 of 78
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Copyright
Hardware and Network Servicing
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August 2011
Occupational Standard: Hardware and Network Servicing Level III
Unit Title
Provide First Level Remote Help Desk
Unit Code
ICT HNS3 06 0811
Unit Descriptor
This unit defines the competence required to provide advice
and support to clients including the communication of
comprehensive technical information.
Elements
Performance Criteria
1. Analyze client
support issues
1.1 New problems logged by client are checked
1.2 Previous logs for similar problems or requests from client
are checked
1.3 Support issues affecting the client are investigated and
documented
1.4 Client of the results of investigation and provide advice
and support on findings are notified
1.5 Client feedback and make changes are obtained
2. Provide advice
on software,
hardware or
network
2.1 Software, hardware or network requirements with clients
are confirmed
2.2 Solution for the hardware and software problems are
investigated and documented
2.3 Additional requirements discovered in the investigation
and refer them to the clients are documented
2.4 Approval from the client to implement the solutions are
obtained
2.5 Amount of technical support the client may require are
investigated and documented
2.6 Level of technical support identified with the client are
discussed and agreed
2.7 Time with the client when support will take place is
arranged
2.8 Technical support as part of group or one-to-one
instruction to the client is provided
2.9 Manuals and help documentation to the clients are
provided
3. Obtain client
feedback
3.1 An appropriate evaluation or feedback form or other
mechanism to gather feedback about the solution and
support provided are created.
3.2 Client with instructions on how to complete the form or use
other means of providing feedback is provided.
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3.3 Evaluation or feedback to the client is distributed.
3.4 Feedback from the client to identify areas for improvement
is reviewed.
Variable
Range
Client
May include but not limited to:
 internal departments, external organizations, individual
people and employees
May include but not limited to:
 on-site examination; questions and answers; active
listening to clients and colleagues; contacting vendor or
maintenance organizations; reviewing technical advice
about the organization
May include but not limited to:
 provision of client documentation, manuals; one-to-one
training; identification of training need for referral to
supervisor; documentation from vendor; advice on software
supported by the organization,
 use of macros, statistical functions of spreadsheets,
creation of templates, generation of a complex report on a
database, password and log-on procedure;
 advice on hardware supported by the organization,
including but not limited to printers, laptops, notebooks,
CD-ROM, screens, disk drives, reconfiguration of settings,
operation of scanners
May include but not limited to:
 new hardware, hardware upgrades, new software, software
upgrades, user training and implementing a new system
May include but not limited to:
 a collection of records that describe the structure, purpose,
operation, maintenance and data requirements for a
computer program, operating system or hardware device
Investigation
Advice and support
Solution
Documentation
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Ministry of Education
Copyright
Hardware and Network Servicing
Ethiopian Occupational Standard
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August 2011
Evidence Guide
Critical aspects of
Competence
Underpinning
Knowledge and
Attitudes
Underpinning Skills
Resources
Implication
Assessment must confirm the ability to:
 convey comprehensive technical information to clients in a
clear, concise and coherent manner
 access technical manuals and help documentation and to
convey this information to the client in a concise and
jargon-free manner
 Convey information to enhance client efficiency
Demonstrates knowledge of:
 Operating systems supported by the organization
 Advanced features and functions of software
 Information sources
 Contract and service agreements with vendors
 Operating systems functions and basic features
 Hardware and software supported by the organization
 Features of different types of hardware
 Security and network guidelines and procedures
 Available in-house and vendor support
Demonstrates skills to:
 analyze support issues
 conduct investigation
 provide advice on software, hardware or network
Access is required to real or appropriately simulated situations,
including work areas, materials and equipment, and to
information on workplace practices and OHS practices.
Assessment
Methods
Competency may be assessed through:
 Interview / Written Test / Oral Questioning
 Observation / Demonstration
Context of
Assessment
Competency may be assessed in the work place or in a
simulated work place setting
TOP
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Ministry of Education
Copyright
Hardware and Network Servicing
Ethiopian Occupational Standard
Version 3
August 2011
Occupational Standard: Hardware and Network Servicing Level III
Unit Title
Identify and Resolve Network Problems
Unit Code
ICT HNS3 07 0811
Unit Descriptor
This unit defines the competence required to troubleshoot local
area network problems.
Elements
Performance Criteria
1. Implement
regular network
monitoring
1.1 An appropriate log is set up to monitor network activity and
to produce a management information base (MIB).
1.2 Network tools are used to benchmark the network and to
establish a reference point for network performance.
1.3 Documents and logs regularly reviewed to facilitate network
tuning.
1.4 Recommendations are made to management for additional
network resources to improve performance or to proactively avoid problem.
2. Troubleshoot
network
problems
2.1 Help desk and other support services are addressed to
quickly identify network problems.
2.2 Various tools and knowledge of network topology and
protocols are used to identify and solve network problems.
2.3 Users and clients of progress and solutions are advised in
a timely manner.
2.4 Support documentation is completed based organizational
requirement.
3. Carry out
maintenance
support on
identified
problem
3.1 Diagnostic tests around identified problem are conducted
based on requirement.
3.2 Maintenance is completed in line with organizational
guidelines.
3.3 New components as part of the resolution are obtained
where necessary.
3.4 Components are stored or dispose in accordance with
organizational guidelines.
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August 2011
Variable
Range
Network tools
May include but are not limited to Snort, Satan Saint, Netbus,
Ping Netstat, Nmap, race route, Whois, Dig.
May include but is not limited to large and small LANs, VPNs,
WANs, the internet, the use of the PSTN for dial-up modems
only, private lines, data and voice.
May include ring, star, bus, hierarchical and hybrid
May include a person within a department, a department within
the organization or a third party.
Network
Network topology
User
Documentation
Organization
guidelines
May follow ISO/IEC/AS standards, audit trails, naming
standards, version control, project management templates and
report writing principles.
May include but are not limited to security procedures; logged
call procedures; client liaison policy; preventative maintenance
and diagnostic policy; maintenance agreements; warranties;
contracting arrangements relating to IT purchasing.
May include motherboards, CMOS battery, central processing
unit (CPU), CD and DVD drives, interface cards, drives,
fax/modem cards, RAM upgrades, CPU upgrades.
Components
Evidence Guide
Critical aspects of
Competence
Underpinning
Knowledge and
Attitudes
Underpinning
Skills
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Assessment requires evidence that the candidate:
 troubleshoot and monitored facilities available in the operating
environment
 undertaken logical troubleshooting processes and network
support activities
 performed constant monitoring of the network to maintain
network activities
 performed network maintenance with minimal disruption to
clients
Demonstrates knowledge of:
 current industry-accepted hardware and software products,
with knowledge of general features and capabilities
 networking technologies (e.g. TCP/IP, OSI protocol stacks)
with knowledge of features and capabilities, and substantial
depth in protocols such as Ethernet, Appletalk, Novell, Linux or
UNIX protocols
 network management tools, with knowledge of general
features and capabilities, with substantial depth in
troubleshooting areas
Demonstrates skills to:
 perform regular monitoring
 solve network related problems
 perform maintenance support
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Resources
Implication
Assessment
Methods
Context of
Assessment
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Access is required to real or appropriately simulated situations,
including work areas, materials and equipment, and to
information on workplace practices and OHS practices.
Competency may be assessed through:
 Interview / Written Test / Oral Questioning
 Observation / Demonstration
Competency may be assessed in the work place or in a
simulated work place setting
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Occupational Standard: Hardware and Network Servicing Level III
Unit Title
Unit Code
Monitor Implementation of Workplan/Activities
ICT HNS3 08 0811
Unit Descriptor
This unit deals with the skills, attitudes and knowledge required
to oversee and monitor the quality of work operations within an
enterprise.
Elements
Performance Criteria
1. Monitor and
improve
workplace
operations
1.1 Efficiency and service levels are monitored on an ongoing
basis.
1.2 Operations in the workplace support overall enterprise
goals and quality assurance initiatives.
1.3 Quality problems and issues are promptly identified and
adjustments are made accordingly.
1.4 Procedures and systems are changed in consultation with
colleagues to improve efficiency and effectiveness.
1.5 Colleagues are consulted about ways to improve efficiency
and service levels.
2. Plan and
organise
workflow
2.1 Current workload of colleagues is accurately assessed.
2.2 Work is scheduled in a manner which enhances efficiency
and customer service quality.
2.3 Work is delegated to appropriate people in accordance with
principles of delegation.
2.4 Workflow is assessed against agreed objectives and
timelines.
2.5 Colleagues are assisted in prioritisation of workload.
2.6 Input is provided to appropriate management regarding
staffing needs.
3. Maintain
workplace
records
3.1 Workplace records are accurately completed and
submitted within required timeframes.
3.2 Where appropriate completion of records is delegated and
monitored prior to submission.
4. Solve
problems and
make
decisions
4.1 Workplace problems are promptly identified and
considered from an operational and customer service
perspective.
4.2 Short term action in initiated to resolve the immediate
problem where appropriate.
4.3 Problems are analysed for any long term impact and
potential solutions are assessed and actioned in
consultation with relevant colleagues.
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4.4 Where problem is raised by a team member, they are
encouraged to participate in solving the problem.
4.5 Follow up action is taken to monitor the effectiveness of
solutions in the workplace.
Variable
Range
Workplace
records
May include but is not limited to:
 staff records
 regular performance reports
May include but are not limited to:
 difficult customer service situations
 equipment breakdown/technical failure
 delays and time difficulties
Workplace
problems
Evidence Guide
Description
Critical Aspects of Assessment requires evidence that the candidate:
 effectively monitored and responded to a range of common
Competency
operational and service issues in the workplace
 understood the role of staff involved in workplace monitoring
 demonstrated knowledge of quality assurance, principles of
workflow planning, delegation and problem solving
Demonstrate knowledge of:
Underpinning
 roles and responsibilities of those involved in monitoring work
Knowledge and
 overview of leadership and management responsibilities
Attitudes
 principles of work planning and time management
 work organisation methods appropriate to the industry sector
 quality assurance principles
 principles of delegation
 problem solving and decision making processes
 industrial and/or legislative issues which affect short term work
organization as appropriate to industry sector
Demonstrate
skills to:
Underpinning
 monitor and improve workplace operations
Skills
 plan and organize workflow
 solve problems and make decisions
 maintain workplace records
Resource
Access to relevant workplace or appropriately simulated
Implications
environment where assessment can take place
Methods of
Competence may be assessed through:
Assessment
 Interview / Oral questioning / Written Test
 Observation/Demonstration
Context of
Competency may be assessed in the work place or in a
Assessment
simulated work place setting
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Occupational Standard: Hardware and Network Servicing Level III
Unit Title
Conduct / Facilitate User Training
Unit Code
ICT HNS3 09 0811
Unit Descriptor
This unit defines the competence required to apply techniques
that facilitate the working, planning, implementation and
monitoring of information technology through training.
Elements
Performance Criteria
1. Plan ICT
training system
1.1
Training procedures and aim are researched and
developed according to the organizational needs.
1.2
IT training plan are developed
1.3
Staffs/employees, who will take training are identified
1.4
Staff and management are trained in change
management procedures and polices
1.5
Current IT training user or business patterns are
evaluated
1.6
Key personnel responsible are identified for training and
implementing training plan
2.1
Current IT training benchmarks are determined
2.2
Identified needs are compared against performance
benchmarks to identify possible training
2.3
Proposed training are assessed to determine impact
2.4
Key personnel re notified of necessary training
3.1
Training schedule are planned
3.2
Trainings are prioritized and resources are allocated
3.3
Training management plan and procedures are
implemented.
3.4
High officials are involved in the training process
3.5
New performance benchmarks are captured to measure
training
3.6
Training requirements are identified
4.1
Training performance are measured against new
benchmarks
4.2
Performance results are submitted to higher officials
4.3
Appropriate documentation and reporting are provided of
the training
2. Identify IT
system training
needs
3. Implement
training change
4. Monitor and
review
implementation
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5. Prepare and
deliver training
on use of
modified system
5.1
Training are prepared to meet the needs of client in using
the changed system
5.2
Prepared training are delivered appropriate for the client
Variable
Range
Benchmarks
May include but not limited to:
 May include technical, cost savings, performance and
quality.
May include but not limited to:
 May be in reference to the business, system, application,
network or people in the organization
May include but not limited to:
 end user, internal or external government body, such as
team leaders, directors, mangers
Training needs
Higher officials
Evidence Guide
Critical aspects of
Competence
Underpinning
Knowledge and
Attitudes
Underpinning
Skills
Assessment must confirm the ability to:
 plan for, implement, monitor and review change and apply
guidelines and policies to the training process
 conduct / facilitate users training
Demonstrates knowledge of:
 Information technology systems
 Performance benchmarking
 training principles
 communication skill
 training strategy
 multimedia
Demonstrates skills to:
 Plan IT training system
 Monitor and review implementation
Resources
Implication
Access is required to real or appropriately simulated situations,
including work areas, materials and equipment, and to
information on workplace practices.
Assessment
Methods
Competency may be assessed through:
 Interview / Written Test / Oral Questioning
 Observation / Demonstration
Context of
Assessment
Competency may be assessed in the work place or in a
simulated work place setting
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Occupational Standard: Hardware and Network Servicing Level III
Unit Title
Apply Quality Control
Unit Code
ICT HNS3 10 0811
Unit Descriptor
This unit covers the knowledge, attitudes and skills required in
applying quality control hardware and network activities.
Elements
Performance Criteria
1. Confirm quality
standards
1.1
Quality standard procedures document for hardware and
network services are acquired and confirmed.
1.2
Quality documents are disseminated to staff in accordance
with the organization policy.
1.3
Standard procedures are introduced and explained to
organizational staff / personnel.
1.4
Standard procedures are revised / updated when necessary
2.1
Services delivered are checked against organization quality
standards and specifications
2.2
Service delivered are evaluated using the appropriate
evaluation parameters and in accordance with organization
standards
2.3
Causes of any identified faults are identified and corrective
actions are taken in accordance with organization policies
and procedures
3.1
Basic information on the quality performance is recorded in
accordance with organization procedures
3.2
Records of work quality are maintained according to the
requirements of the organization
4.1
Causes of deviations from final outputs or services are
investigated and reported in accordance with organization
procedures
4.2
Suitable preventive action is recommended based on
organization quality standards and identified causes of
deviation from specified quality standards of final service or
output
2. Assess quality
of service
delivered
3. Record
information
4. Study causes
of quality
deviations
5. Complete
documentation
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Information on quality and other indicators of service
performance is recorded.
5.2 All service processes and outcomes are recorded.
5.1
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Variable
Range
Quality check
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


Quality standards
Quality
parameters
Check against specifications
Visual inspection of final output
Physical inspection of service
materials
components
process
standard specifications
procedures
materials
Evidence Guide
Critical Aspects of Assessment requires evidence that the candidate:
Competence
 Checked completed work continuously against organization
standard
 Identified and isolated faulty or poor service
 Checked service delivered against organization standards
 Identified and applied corrective actions on the causes of
identified faults or error
 Recorded basic information regarding quality performance
 Investigated causes of deviations of services against standard
 Recommended suitable preventive actions
 Relevant quality standards, policies and procedures
Underpinning
 Characteristics of services
Knowledge
 Safety environment aspects of service processes
 Relevant evaluation techniques and quality checking
procedures
 Workplace procedures and reporting procedures
 Interpret work instructions, specifications and standards
Underpinning
appropriate to the required work or service
Skills
 Carry out relevant performance evaluation
 Maintain accurate work records in accordance with
procedures
 Meet work specifications and requirements
 Communicate effectively within defined workplace procedures
Resource
The following resources should be provided:
Implications
 Access to relevant workplace or appropriately simulated
environment and materials relevant to the activity/ task
Methods of
Competence may be assessed through:
Assessment
 Interview / Observation / Demonstration
Context for
Competence may be assessed in the work place or in a
Assessment
simulated work place setting
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Occupational Standard: Hardware and Network Servicing Level III
Unit Title
Lead Small Teams
Unit Code
ICT HNS3 11 0811
Unit Descriptor
This unit covers the knowledge, attitudes and skills to lead small
teams including setting and maintaining team and individual
performance standards.
Elements
Performance Criteria
1. Provide team
leadership
1.1 Work requirements are identified and presented to team
members
1.2 Reasons for instructions and requirements are
communicated to team members
1.3 Team members’ queries and concerns are recognized,
discussed and dealt with
2. Assign
responsibilities
2.1 Duties and responsibilities are allocated having regard to the
skills, knowledge and aptitude required to properly
undertake the assigned task and according to company
policy
2.2 Duties are allocated having regard to individual preference,
domestic and personal considerations, whenever possible
3. Set
performance
expectations
for team
members
3.1 Performance expectations are established based on client
needs and according to assignment requirements
3.2 Performance expectations are based on individual team
members duties and area of responsibility
3.3 Performance expectations are discussed and disseminated
to individual team members
4. Supervised
team
performance
4.1 Monitoring of performance takes place against defined
performance criteria and/or assignment instructions and
corrective action taken if required
4.2 Team members are provided with feedback, positive
support and advice on strategies to overcome any
deficiencies
4.3 Performance issues which cannot be rectified or addressed
within the team are referenced to appropriate personnel
according to employer policy
4.4 Team members are kept informed of any changes in the
priority allocated to assignments or tasks which might impact
on client/customer needs and satisfaction
4.5 Team operations are monitored to ensure that employer/
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client needs and requirements are met
4.6 Follow-up communication is provided on all issues affecting
the team
4.7 All relevant documentation is completed in accordance with
company procedures
Variable
Range
Work
requirements
Team member’s
concerns
Monitor
performance
Feedback
 client profile
 assignment instructions
 roster/shift details




formal process
informal process
formal process
informal process
Evidence Guide
Critical Aspects of Assessment requires evidence that the candidate:
Competency
 maintained or improved individuals and/or team performance
given a variety of possible scenario
 assessed and monitored team and individual performance
against set criteria
 represented concerns of a team and individual to next level of
management or appropriate specialist and to negotiate on their
behalf
 allocated duties and responsibilities, having regard to
individual’s knowledge, skills and aptitude and the needs of the
tasks to be performed
 set and communicated performance expectations for a range
of tasks and duties within the team and provided feedback to
team members
Underpinning
Demonstrates knowledge of
Knowledge and
 maintaining or improving individuals and/or team performance
Attitudes
given a variety of possible scenario
 assessing and monitoring team and individual performance
against set criteria
 representing concerns of a team and individual to next level of
management or appropriate specialist and to negotiate on their
behalf
 allocating duties and responsibilities, having regard to
individual’s knowledge, skills and aptitude and the needs of the
tasks to be performed
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Underpinning
Skills
Resource
Implications
Methods of
Assessment
Context of
Assessment
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 setting and communicating performance expectations for a
range of tasks and duties within the team and providing
feedback to team members
 communication skills required for leading teams
 informal performance counseling skills
 team building skills
 negotiating skills
 access to relevant workplace or appropriately simulated
environment where assessment can take place
 materials relevant to the proposed activity or task
Competence may be assessed through:
 Interview / Oral questioning / Written Test
 Observation/Demonstration
 Competency may be assessed individually in the actual
workplace or through accredited institution
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Occupational Standard: Hardware and Network Servicing Level III
Unit Title
Lead Workplace Communication
Unit Code
Unit Descriptor
ICT HNS3 12 0811
This unit covers the knowledge, attitudes and skills to lead in the
dissemination and discussion of information and issues in the
workplace.
Elements
Performance Criteria
1. Communicate
information
about
workplace
processes
1.1 Appropriate communication method is selected based on
work place guideline.
1.2 Multiple operations involving several topics areas are
communicated accordingly.
1.3 Questions are used to gain extra information.
1.4 Correct sources of information are identified.
1.5 Information is selected and organized correctly.
1.6 Verbal and written reporting is undertaken when required.
1.7 Communication skills are maintained in all situations.
2. Lead
workplace
discussion
2.1 Response to workplace issues is sought.
2.2 Response to workplace issues are provided immediately.
2.3 Constructive contributions are made to workplace
discussions on such issues as production, quality and
safety.
2.4 Goals/objectives and action plan undertaken in the
workplace are communicated.
3. Identify and
communicate
issues arising
in the
workplace
3.1 Issues and problems are identified as they arise.
3.2 Information regarding problems and issues are organized
coherently to ensure clear and effective communication.
3.3 Dialogue is initiated with appropriate staff/personnel.
3.4 Communication problems and issues are raised as they
arise.
Variable
Range
Methods of
communication
 Non-verbal gestures
 Verbal
 Face to face
 Two-way radio
 Speaking to groups
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 Using telephone
 Written
 Using Internet
 Cell phone
Evidence Guide
Critical Aspects of Assessment requires evidence that the candidate:
Competency
 Dealt with a range of communication/information at one time
 Made constructive contributions in workplace issues
 Sought workplace issues effectively
 Responded to workplace issues promptly
 Presented information clearly and effectively written form
 Used appropriate sources of information
 Asked appropriate questions
 Provided accurate information
Underpinning
Demonstrates knowledge of:
Knowledge and
 Organization requirements for written and electronic
Attitudes
communication methods
 Effective verbal communication methods
Underpinning
Skills
Demonstrates skills to:
 Organize information
 Understand and convey intended meaning
 Participate in variety of workplace discussions
 Comply with organization requirements for the use of written
and electronic communication methods
Resource
Implications
 The following resources must be provided: variety of
information, communication tools, simulated workplace
Methods of
Assessment
Competence may be assessed through:
 Interview
 Observation/Demonstration
Context of
Assessment
 Competency may be assessed individually in the actual
workplace or through accredited institution
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Occupational Standard: Hardware and Network Servicing Level III
Unit Title
Improve Business Practice
Unit Code
ICT HNS3 13 0811
Unit Descriptor
This unit covers the knowledge, skills and attitudes required in
promoting, improving and growing business operations.
Elements
Performance Criteria
1. Diagnose the
business
1.1 Data required for diagnosis is determined and acquired
1.2 Competitive advantage of the business is determined
from the data
1.3 SWOT analysis of the data is undertaken
2. Benchmark
the business
2.1 Sources of relevant benchmarking data are identified
2.2 Key indicators for benchmarking are selected in
consultation with key stakeholders
2.3 Like indicators of own practice are compared with
benchmark indicators
2.4 Areas for improvement are identified
3. Develop plans
to improve
business
performance
3.1 A consolidated list of required improvements is developed
3.2 Cost-benefit ratios for required improvements are
determined
3.3 Work flow changes resulting from proposed improvements
are determined
3.4 Proposed improvements are ranked according to agreed
criteria
3.5 An action plan to implement the top ranked improvements
is developed and agreed
3.6 Organizational structures are checked to ensure they
are suitable
4. Develop
marketing and
promotional
plans
4.1 The practice vision statement is reviewed
4.2 Practice objectives are developed/reviewed
4.3 Target markets are identified/refined
4.4 Market research data is obtained
4.5 Competitor analysis is obtained
4.6 Market position is developed/reviewed
4.7 Practice brand is developed
4.8 Benefits of practice/practice products/services are
identified
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4.9 Promotion tools are selected/developed
5. Develop
business
growth plans
5.1 Plans to increase yield per existing client are developed
5.2 Plans to add new clients are developed
5.3 Proposed plans are ranked according to agreed criteria
5.4 An action plan to implement the top ranked plans is
developed and agreed
5.5 Practice work practices are reviewed to ensure they
support growth plans
6. Implement and 6.1 Implementation plan is developed in consultation with all
monitor plans
relevant stakeholders
6.2 Indicators of success of the plan are agreed
6.3 Implementation is monitored against agreed indicators
6.4 Implementation is adjusted as required
Variable
Data required
includes:
Competitive
advantage
includes:
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Range
 organization capability
 appropriate business structure
 level of client service which can be provided
 internal policies, procedures and practices
 staff levels, capabilities and structure
 market, market definition
 market changes/market segmentation
 market consolidation/fragmentation
 revenue
 level of commercial activity
 expected revenue levels, short and long term
 revenue growth rate
 break even data
 pricing policy
 revenue assumptions
 business environment
 economic conditions
 social factors
 demographic factors
 technological impacts
 political/legislative/regulative impacts
 competitors, competitor pricing and response to pricing
 competitor marketing/branding
 competitor products
 services/products
 fees
 location
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Objectives
should be
'SMART' , that
Market
research data
includes:
Competitor
analysis
SWOT analysis
includes:
Key indicators
may include:
Organizational
structures
include:
Market position
should
include data
on:
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timeframe
Specific
Measurable
Achievable
Realistic
Time defined
data about existing clients
data about possible new clients
data from internal sources
data from external sources such as:
trade associations/journals
Yellow Pages small business surveys
libraries
Internet
Chamber of Commerce
client surveys and industry reports
secondary market research
primary market research such as:
telephone surveys
personal interviews
mail surveys
competitor offerings
competitor promotion strategies and activities
competitor profile in the market place
internal strengths such as staff capability, recognized
quality
internal weaknesses such as poor morale,
under-capitalization, poor technology
external opportunities such as changing market and
economic conditions
external threats such as industry fee structures, strategic
alliances, competitor marketing
salary cost and staffing
personnel productivity (particularly of principals)
profitability
fee structure
client base
size staff/principal
overhead/overhead control
legal structure (partnership, limited liability company, etc.)
organizational structure/hierarchy
reward schemes
product
the good or service provided
product mix
the core product - what is bought
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





Practice brand
may include:
Benefits may
include:
Promotion tools
include:
Yield per
existing client
may be
increased by:
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the tangible product - what is perceived
the augmented product - total package of consumer
features/benefits
product differentiation from competitive products
new/changed products
price and pricing strategies (cost plus, supply/demand, ability
to pay, etc.)
pricing objectives (profit, market penetration, etc.)
cost components
market position
distribution strategies
marketing channels
promotion
promotional strategies
target audience
communication
promotion budget
practice image
practice logo/letter head/signage
phone answering protocol
facility decor
slogans
templates for communication/invoicing
style guide
writing style
AIDA (attention, interest, desire, action)
features as perceived by the client
benefits as perceived by the client
networking and referrals
seminars
advertising
press releases
publicity and sponsorship
brochures
newsletters (print and/or electronic)
websites
direct mail
telemarketing/cold calling
raising charge out rates/fees
packaging fees
reduce discounts
sell more services to existing clients
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Evidence Guide
Critical Aspects The candidate must be able to demonstrate:
of Competence  ability to identify the key indicators of business performance
 ability to identify the key market data for the business
 knowledge of a wide range of available information sources
 ability to acquire information not readily available within a
business
 ability to analyze data and determine areas of improvement
 ability to negotiate required improvements to ensure
implementation
 ability to evaluate systems against practice requirements
 and form recommendations and/or make recommendations
 ability to assess the accuracy and relevance of information
Demonstrates
knowledge of:
Underpinning
Knowledge and  data analysis
 communication skills
Attitudes
 computer skills to manipulate data and present information
 negotiation skills and problem solving
 planning skills
 marketing principles
 ability to acquire and interpret relevant data
 current product and marketing mix
 use of market intelligence
 development and implementation strategies of promotion and
growth plans
 data analysis and manipulation
Underpinning
 ability to acquire and interpret required data
Skills
 current practice systems and structures
 sources of relevant benchmarking data
 methods of selecting relevant key benchmarking indicators
 communication skills
 working and consulting with others when developing plans for
the business
 negotiation skills and problem solving
 using computers to manipulate, present and distribute
information
 planning skills
Resource
Access is required to real or appropriately simulated situations,
Implications
including work areas, materials and equipment, and to information
on workplace practices and OHS practices.
Methods of
Competence may be assessed through:
Assessment
 Interview / Written Test
 Observation / Demonstration
Context of
Competence may be assessed in the work place or in a simulated
Assessment
work place setting
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Hardware and Network Servicing
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August 2011
Occupational Standard: Hardware and Network Servicing Level III
Unit Title
Maintain Quality System and Continuous Improvement
Processes (Kaizen)
Unit Code
ICT HNS3 14 1012
Unit Descriptor
This unit of competence covers the skills and knowledge
required to prevent process improvements in their own work
from slipping back to former practices or digressing to less
efficient practices. It covers responsibility for the day- to-day
operation of the work/functional area and ensuring that quality
system requirements are met and that continuous
improvements are initiated and institutionalized.
Elements
Performance Criteria
1. Develop and
maintain quality
framework
within work area
1.1 Distribute and explain information about the enterprise's
quality system to personnel
1.2 Encourage personnel to participate in improvement
processes and to assume responsibility and authority
1.3 Allocate responsibilities for quality within work area in
accordance with quality system
1.4 Provide coaching and mentoring to ensure that
personnel are able to meet their responsibilities and
quality requirements
2. Maintain quality
documentation
2.1 Identify required quality documentation, including records
of improvement plans and initiatives
2.2 Prepare and maintain quality documentation and keep
accurate data records
2.3 Maintain document control system for work area
2.4 Contribute to the development and revision of quality
manuals and work instructions for the work area
2.5 Develop and implement inspection and test plans for
quality controlled products
3. Facilitate the
application of
standardized
procedures
3.1 Ensure all required procedures are accessible by
relevant personnel
3.2 Assist personnel to access relevant procedures, as
required
3.3 Facilitate the resolution of conflicts arising from job
3.4 Facilitate the completion of required work in accordance
with standard procedures and practices
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4. Provide training
in quality
systems and
improvement
processes
4.1 Analyze roles, duties and current competency of relevant
personnel
4.2 Identify training needs in relation to quality system and
continuous improvement processes (kaizen)
4.3 Identify opportunities for skills development and/or training
programs to meet needs
4.4 Initiate and monitor training and skills development
programs
4.5 Maintain accurate training record
5. Monitor and
review
performance
5.1 Review performance outcomes to identify ways in which
planning and operations could be improved
5.2 Use the organization’s systems and technology to
monitor and review progress and to identify ways in which
planning and operations could be improved
5.3 Enhance customer service through the use of quality
improvement techniques and processes
5.4 Adjust plans and communicate these to personnel
involved in their development and implementation
6. Build continuous 6.1 Organize and facilitate improvement team
improvement
6.2 Encourage work group members to routinely monitor key
process
process indicators
6.3 Build capacity in the work group to critically review the
relevant parts of the value chain
6.4 Assist work group members to formalize improvement
suggestions
6.5 Facilitate relevant resources and assist work group
members to develop implementation plans
6.6 Monitor implementation of improvement plans taking
appropriate actions to assist implementation where
required.
7. Facilitate the
identification of
improvement
opportunities
7.1 Analyze the job completion process
7.2 Ask relevant questions of job incumbent
7.3 Encourage job incumbents to conceive and suggest
improvements
7.4 Facilitate the trying out of improvements, as appropriate
8. Evaluate
relevant
components of
quality system
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8.1 Undertake regular audits of components of the quality
system that relate to the work area
8.2 Implement improvements in the quality system in
accordance with own level of responsibility and workplace
procedures
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8.3 Facilitate the updating of standard procedures and
practices
8.4 Ensure the capability of the work team aligns with the
requirements of the procedure
Variable
Range
Coaching and
mentoring
May refer to:
 providing assistance with problem-solving
 providing feedback, support and encouragement
 teaching another member of the team, usually focusing on
a specific work task or skill
May include:
 cyclical audits and reviews of workplace, team and
individual performance
 evaluations and monitoring of effectiveness
 implementation of quality systems, such as International
Standardization for Organization (ISO)
 modifications and improvements to systems, processes,
services and products
 policies and procedures which allow the organization to
systematically review and improve the quality of its
products, services and procedures
 seeking and considering feedback from a range of
stakeholders
 Kaizen
 Enterprise-specific improvement systems
May include:
 computerized systems and software such as databases,
project management and word processing
 telecommunications devices
 any other technology used to carry out work roles and
responsibilities
May be:
 internal or external
 to existing, new or potential clients
Key process indicators may include:
 statistical process control data/charts
 orders
 lost time, injury and other OHS records
 equipment reliability charts, etc.
May include:
 statistics
 cause and effect diagrams
 fishbone diagram
 Pareto diagrams
Continuous
improvement
processes may
include:
Technology
Customer service
Key process
indicators
Continuous
improvement tools
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Ministry of Education
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Hardware and Network Servicing
Ethiopian Occupational Standard
Version 3
August 2011









run charts
X bar R charts
PDCA
Sigma techniques
balanced scorecards
benchmarking
performance measurement
upstream and downstream customers
internal and external customers immediate and/or final
Evidence Guide
Critical Aspects of
Competence
Underpinning
Knowledge and
Attitudes
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Evidence of the following is essential:
 taking active steps to implement, monitor and adjust plans,
processes and procedures to improve performance
 supporting others to implement the continuous
improvement system/processes, and to identify and report
opportunities for further improvement
 knowledge of principles and techniques associated with
continuous improvement systems and processes
 assist others to follow standard procedures and practices
 assist others make improvement suggestions
 standardize and sustain improvements
Assessors should ensure that candidates can:
 implement and monitor defined quality system
 requirements and initiate continuous improvements within
the work area
 apply effective problem identification and problem solving
techniques
 strengthen customer service through a focus on continuous
improvement
 implement, monitor and evaluate quality systems in the
work area
 initiate quality processes to enhance the quality of
performance of individuals and teams in the work area
 gain commitment of individuals/teams to quality principles
and practices
 implement effective communication strategies
 encourage ideas and feedback from team members when
developing and refining techniques and processes
 analyze training needs and implement training programs
 prepare and maintain quality and audit documentation
Demonstrates knowledge of:
 principles and techniques associated with:
 benchmarking
 best practice
 change management
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Underpinning Skills
Page 75 of 78
 continuous improvement systems and processes
 quality systems
 range of procedures available and their application to
different jobs
 applicability of takt time and muda to jobs
 identification and possible causes of variability in jobs
 continuous improvement process for organization
 questioning techniques
 methods of conceiving improvements
 suggestion and try out procedures
 relevant OHS
 quality measurement tools for use in continuous
improvement processes
 established communication channels and protocols
 communication/reporting protocols
 continuous improvement principles and process
 enterprise business goals and key performance indicators
 enterprise information systems management
 enterprise organizational structure, delegations and
responsibilities
 policy and procedure development processes
 relevant health, safety and environment requirements
 relevant national and international quality standards and
protocols
 standard operating procedures (SOPs) for the technical
work performed in work area
 enterprise quality system
Demonstrates skills to:
 coach and mentor team members
 gain the commitment of individuals and teams to
continuously improve
 innovate or design better ways of performing work
 communicate with relevant people
 prioritize and plan tasks related to encouraging and
improving use of standardized procedures
 negotiate with others to resolve conflicts and gain
commitment to standardized procedures
 facilitate other employees in improvement activities
 implement and monitor defined quality system requirements
 initiate continuous improvements within the work area
 apply effective problem identification and problem solving
techniques
 strengthen customer service through a focus on continuous
improvement
 implement, monitor and evaluate quality systems
 implement effective communication strategies
 encourage ideas and feedback from team members when
Ministry of Education
Copyright
Hardware and Network Servicing
Ethiopian Occupational Standard
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August 2011
Resources
Implication
Methods of
Assessment
developing and refining techniques and processes
 analyze training needs and implementing training programs
 prepare and maintain quality and audit documentation
Access may be required to:
 workplace procedures and plans relevant to work area
 specifications and documentation relating to planned,
currently being implemented, or implemented changes to
work processes and procedures relevant to the candidate
 documentation and information in relation to production,
waste, overheads and hazard control/management
 enterprise quality manual and procedures
 quality control data/records
Competence in this unit may be assessed by using a
combination of the following to generate evidence:
 demonstration in the workplace
 suitable simulation
 oral or written questioning to assess knowledge of
procedures and contingency management; principles and
techniques associated with change management
 review of the audit process and outcomes generated by the
candidates
Those aspects of competence dealing with improvement
processes could be assessed by the use of suitable
simulations and/or a pilot plant and/or a range of case studies
and scenarios.
Context of
Assessment
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In all cases, practical assessment should be supported by
questions to assess underpinning knowledge and those
aspects of competence which are difficult to assess directly.
Competence may be assessed in the work place or in a
simulated workplace setting / environment.
Ministry of Education
Copyright
Hardware and Network Servicing
Ethiopian Occupational Standard
Version 3
August 2011
Sector: Information and Communication Technology
Sub-Sector: Information Technology
Level V
Level IV
Level III
IT Service Management
Hardware and
Network Servicing
Hardware and
Network Servicing
Web and Multimedia Designing
and Development
Web and Multimedia Designing
and Development
Level II
IT Support Service
Level I
IT Support Service
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Database
Administration
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Database
Administration
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Acknowledgement
We wish to extend thanks and appreciation to the many representatives of business,
industry, academe and government agencies who donated their time and expertise
to the development of this occupational standard.
We would like also to express our appreciation to the Staff and Experts of MoFED,
Ministry of Education (MoE) and Engineering Capacity Building Program (ecbp) who
made the development of this occupational standard possible.
This occupational standard was revised and finalized on August 2011 Addis Ababa,
Ethiopia.
Page 78 of 78
Ministry of Education
Copyright
Hardware and Network Servicing
Ethiopian Occupational Standard
Version 3
August 2011