Student and trainer details
Student and trainer details
Student details
Full name: Student ID: Contact number: Email address: Trainer details
Full name: ASIF ZIA
Qualification and unit of competency
Qualification/Course/Program Details
Code: ICT40120
Name: Certificate IV in Information Technology
Unit of competency
Code: ICTSAS432Name: Identify and resolve client ICT problems
Releases: 1.0
Release date: 21/July/2020
Assessment Submission Method
By hand to trainer/assessor By email to trainer/assessor
Online submission via Learning Management System (LMS)
Any other method _________________________________________________
(Please describe here)
Student declaration
I have read and understood the information in the Unit Requirements prior to commencing this Student Pack
I certify that the work submitted for this assessment pack is my own. I have clearly referenced any sources used in my submission. I understand that a false declaration is a form of malpractice;
I have kept a copy of this Student Pack and all relevant notes, attachments, and reference material that I used in the production of this Student Pack;
For the purposes of assessment, I give the trainer/assessor permission to:
Reproduce this assessment and provide a copy to another member of staff; and
Take steps to authenticate the assessment, including communicating a copy of this assessment to a plagiarism checking service (which may retain a copy of the assessment on its database for future plagiarism checking).
Student signature: ___________________________ Date: ____/_____/__________
Pre-Assessment Checklist: Task 1 - Knowledge Test
The purpose of this checklist
The pre-assessment checklist helps students determine if they are ready for assessment. The trainer/assessor must review the checklist with the student before the student attempts the assessment task. If any items of the checklist are incomplete or not clear to the student, the trainer/assessor must provide relevant information to the student to ensure they understand the requirements of the assessment task. The student must ensure they are ready for the assessment task before undertaking it.
Section 1: Information for Students
Make sure you have completed the necessary prior learning before attempting this assessment.
Make sure your trainer/assessor clearly explained the assessment process and tasks to be completed.
Make sure you understand what evidence is required to be collected and how.
Make sure you know your rights and the Complaints and Appeal process.
Make sure you discuss any special needs or reasonable adjustments to be considered during the assessment (refer to the Reasonable Adjustments Strategy Matrix - Appendix A and negotiate these with your trainer/assessor).
Make sure that you have access to a computer and the internet (if you prefer to type the answers).
Make sure that you have all the required resources needed to complete this assessment task.
The due date of this assessment task is in accordance with your timetable.
In exceptional (compelling and compassionate) circumstances, an extension to submit an assessment can be granted by the trainer/assessor. Evidence of the compelling and compassionate circumstances must be provided together with your request for an extension to submit your assessment work.
The request for an extension to submit your assessment work must be made before the due date.
Section 2: Reasonable adjustments
I confirm that I have reviewed the Reasonable Adjustments guidelines and criteria as provided in Appendix A and attached relevant evidence as required and select the correct checkbox.
I do require reasonable adjustment
I do not require reasonable adjustment
Declaration (Student to complete)
I confirm that the purpose and procedure of this assessment task has been clearly explained to me.
I confirm that I have been consulted about any special needs I might have in relation to the assessment process.
I confirm that the criteria used for this assessment has been discussed with me, as have the consequences and possible outcomes of this assessment.
I confirm I have accessed and understand the assessment information as provided in the Training Organisation's Student Handbook.
I confirm I have been given fair notice of the date, time, venue and/or other arrangements for this assessment.
I confirm that I am ready for assessment.
Student Name: ______________________________________
Student Signature: ___________________________________
Assessment method-based instructions and guidelines: Knowledge Test
Assessment type
Written Questions
Instructions provided to the student:
Assessment task description:
This is the first (1) assessment task you must successfully complete to be deemed competent in this unit of competency.
The Knowledge Test is comprised of ten (10) written questions
You must respond to all questions and submit them to your Trainer/Assessor.
You must answer all questions to the required level, e.g. provide an answer within the required word limit, to be deemed satisfactory in this task
You will receive your feedback within two (2) weeks, and you will be notified by your Trainer/Assessor when your results are available.
Applicable conditions:
All knowledge tests are untimed and are conducted as open book assessment (this means you can refer to your textbook during the test).
You must read and respond to all questions.
You may handwrite/use a computer to answer the questions.
You must complete the task independently.
No marks or grades are allocated for this assessment task. The outcome of the task will be Satisfactory or Not Satisfactory.
As you complete this assessment task, you are predominately demonstrating your written skills and knowledge to your trainer/assessor.
Resubmissions and reattempts:
Where a student's answers are deemed not satisfactory after the first attempt, a resubmission attempt will be allowed.
The student may speak to their trainer/assessor if they have any difficulty in completing this task and require reasonable adjustments.
For more information, please refer to the Training Organisation's Student Handbook.
Location:
This assessment task may be completed in:
a classroom
learning management system (i.e. Moodle),
workplace,
or an independent learning environment.
Your trainer/assessor will provide you with further information regarding the location for completing this assessment task.
Instructions for answering the written questions:
Complete a written assessment consisting of a series of questions.
You will be required to answer all the questions correctly.
Do not start answering questions without understanding what is required. Read the questions carefully and critically analyse them for a few seconds; this will help you to identify what information is needed in the answer.
Your answers must demonstrate an understanding and application of the relevant concepts and critical thinking.
Be concise, to the point and write answers within the word-limit given to each question. Do not provide irrelevant information. Remember, quantity is not quality.
You must write your responses in your own words.
Use non-discriminatory language. The language used should not devalue, demean, or exclude individuals or groups based on attributes such as gender, disability, culture, race, religion, sexual preference or age. Gender-inclusive language should be used.
When you quote, paraphrase, summarise or copy information from other sources to write your answers or research your work, always acknowledge the source.
Purpose of the assessment
This assessment task is designed to evaluate student's knowledge essential to record and prioritise client support activities, determine the required resources, solve client information and communications technology (ICT) problems and knowledge regarding the following:
Knowledge to recognise hardware and software products.
Knowledge to help desk or service desk structure and escalation procedures.
Knowledge to identify key functions and basic features of the operating system.
Knowledge to identify the principles of equal employment opportunity and anti-discrimination relating to client ICT problems.
Knowledge to identify principles of OHS relating to client ICT problems.
Knowledge to identify and develop workplace security and network guidelines and procedures.
Task instructions
This is an individual assessment.
To ensure your responses are satisfactory, consult a range of learning resources and other information such as handouts, textbooks, learner resources etc.
To be assessed as Satisfactory in this assessment task, all questions must be answered correctly.
Assessment Task 1: Knowledge Test
Provide your response to each question in the box below.
Q1: Answer the following questions:
1.1. What is computer hardware and software? Provide an example of each. Answer using 50-100 words.
1.2. Why is it critical to only install software and hardware products supported by the organisation? Answer in 50-100 words.
Satisfactory response
Yes No Q2: Answer the following questions:
2.1. Identify and summarise sustainability principles, practices, systems, techniques, procedures, and tools that can be used to implement ICT sustainability improvements within a business. Write your response in 50-100 words.
2.2. Explain why negotiation with stakeholders on sustainability is important when determining the extent of the sustainability changes. Write your response in 50-100 words.
Satisfactory response
Yes No
Q3: Answer the following questions:
3.1. What is the purpose of an ICT Help Desk? Answer using 20-40 words
3.2. Explain what an escalation process in the ICT environment entails in 20-40 words.
Satisfactory response
Yes No Q4: Answer the following questions:
4.1. What are five (5) key functions and features of an operating system?
4.2. What are three (3) features that make operating systems different from each other?
Satisfactory response
Yes No Q5: Answer the following questions:
5.1. Explain what a functional workplace structure is and how they resolve the clients ICT problems? Answer using 50-100 words.
5.2. What are four (4) types of traditional organisational structures for the resolution of client ICT problems?
Satisfactory response
Yes No Q6: Answer the following questions:
6.1. What is the purpose of equal employment opportunity and anti-discrimination in an ICT workplace? Answer using 50-100 words.
6.2. What are three (3) examples of discrimination?
Satisfactory response
Yes No Q7: Answer the following questions:
7.1. Explain what OHS principles are in 50-100 words.
7.2. What are three (3) ergonomic hazards in an ICT environment?
Satisfactory response
Yes No
Q8: Answer the following questions:
8.1. What should be included in workplace security and network guidelines and procedures? Identify three (3) items.
8.2. What are the different types of workplace security policies and network guidelines and procedures? Identify three (3).
Satisfactory response
Yes No Q9: Answer the following questions:
9.1. Explain how a prioritisation matrix can be a useful tool using 30-60 words.
9.2. Why documentation on third party support is a business requirement? Explain using 30-60 words.
9.3. What are maintenance procedures and maintenance reports? Answer using 20-40 words.
9.4. Discuss the process of preparation and distribution of maintenance procedures and maintenance reports using 20-40 words. Satisfactory response
Yes No Q10: Answer the following questions:
8.1. Identify two (2) workplace situations when you must follow environmental guidelines that apply to identifying and resolving client's ICT problems.
8.2. What is the purpose of having environmental guidelines and checklists in the workplace? Answer using 20-40 words.
Satisfactory response
Yes No
Assessment Results Sheet
Outcome First attempt:
Outcome (make sure to tick the correct checkbox):
Satisfactory (S) or Not Satisfactory (NS) Date: _______(day)/ _______(month)/ _______(year)
Feedback:
Second attempt:
Outcome (please make sure to tick the correct checkbox):
Satisfactory (S) or Not Satisfactory (NS) Date: _______(day)/ _______(month)/ _______(year)
Feedback:
Student Declaration I declare that the answers I have provided are my own work. Where I have accessed information from other sources, I have provided references and/or links to my sources.
I have kept a copy of all relevant notes and reference material that I used as part of my submission.
I have provided references for all sources where the information is not my own. I understand the consequences of falsifying documentation and plagiarism. I understand how the assessment is structured. I accept that the work I submit may be subject to verification to establish that it is my own.
I understand that if I disagree with the assessment outcome, I can appeal the assessment process, and either re-submit additional evidence undertake gap training and or have my submission re-assessed.
All appeal options have been explained to me.
Student Signature Date Trainer/Assessor Name ASIF ZIA
Trainer/Assessor Declaration I hold:
Vocational competencies at least to the level being delivered
Current relevant industry skills
Current knowledge and skills in VET, and undertake Ongoing professional development in VET
I declare that I have conducted an assessment of this student's submission. The assessment tasks were deemed current, sufficient, valid and reliable. I declare that I have conducted a fair, valid, reliable, and flexible assessment. I have provided feedback to the student.
Trainer/Assessor Signature Date Office Use Only The outcome of this assessment has been entered into the Student Management System
on _________________ (insert date)
by (insert Name) __________________________________
