Scribd
Upload
444 views8 pages

Ethiopian TVET-System: Learning Guide'S #21

This document provides guidance for a learning activity that teaches skills for providing first level remote help desk support. The activity involves reading information sheets about confirming client requirements for software, hardware, or network issues and effective peer reviews. It then has self-check questions to test understanding and a LAP test for students to show their teacher. The teacher will evaluate the output and provide advice if it is unsatisfactory before students can proceed to the next topic.

Uploaded by

mohammed ahmed
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOC, PDF, TXT or read online on Scribd
444 views8 pages

Ethiopian TVET-System: Learning Guide'S #21

This document provides guidance for a learning activity that teaches skills for providing first level remote help desk support. The activity involves reading information sheets about confirming client requirements for software, hardware, or network issues and effective peer reviews. It then has self-check questions to test understanding and a LAP test for students to show their teacher. The teacher will evaluate the output and provide advice if it is unsatisfactory before students can proceed to the next topic.

Uploaded by

mohammed ahmed
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOC, PDF, TXT or read online on Scribd
You are on page 1/ 8

Ethiopian TVET System Training, Teaching and Learning Material

Ethiopian TVET-System
HARDWARE AND NETWORKING SERVICES
Level III

LEARNING GUIDE’S #21


Unit of Competence : Provide First Level Remote
Help Desk Support
Module Title : Providing First Level Remote
Help Desk Support
LG Code : ICT HNS3 MO 06 LO2
TTLM Code : ICT HNS3 TTLM03 0613

Page 1
Ethiopian TVET System Training, Teaching and Learning Material

LO 2: Providing advice on software, hardware or network

Learning Activities
1. Read the specific objectives of this Learning Guide.
2. Read the information written in the “Information Sheets 1” in pages 3-6.
3. Accomplish the “Self-check” in pages 7.
4. If you earned a satisfactory evaluation proceed to “Information Sheet 2”. However, if your rating is
unsatisfactory, see your teacher for further instructions or go back to Learning Activity # 1.
5. Read the information written in the “Information Sheet 2” in pages 8-11.
6. Accomplish the “Self-check” in page 12.
7. If you earned a satisfactory evaluation proceed to “Lap Test”. However, if your rating is
unsatisfactory, see your teacher for further instructions or go back to Learning Activity # 2.

8. Do the “LAP test” on page 13 (if you are ready) and show your output to your teacher. Your teacher
will evaluate your output either satisfactory or unsatisfactory. If unsatisfactory, your teacher shall
advice you on additional work. But if satisfactory you can proceed to Learning Guide 7.

 Your teacher will evaluate your output either satisfactory or unsatisfactory. If unsatisfactory, your
teacher shall advice you on additional work. But if satisfactory you can proceed to the next topic.

Page 2
Ethiopian TVET System Training, Teaching and Learning Material

Confirm requirements with client


Information Sheet 1
Software, Hardware or Network

Do you need to educate busy managers or your business partners about key
concepts in software requirements engineering and help them understand why solid
requirements are fundamental to project success? “Software Requirements: An
Executive Overview” provides the fundamentals of software requirements in an
affordable, efficient course. You or your managers will be able to quickly understand the
key elements of requirements without losing valuable time or money.

This course consists of the following four modules:

 Introduction to Requirements Engineering


 Business Impact or Better Requirements on Projects
 Good Practice Summaries
 Closing Thoughts

This course prepares you to successfully understand and determine how software
requirements should be used for your business. Upon completion of this course, you will
be able to:

 List types of software requirements


 Name 10 characteristics of high-quality requirements
 Describe the business benefits of high-quality requirements
 Assess the potential return on investment from better requirements practices
 Name five sub domains of requirements engineering
 Name several "good practices" for requirements elicitation, analysis, specification,
validation, and management
Your a

Page 3
Ethiopian TVET System Training, Teaching and Learning Material

Effective peer reviews for all types of work products are essential if
software development organizations are to reduce their cost of producing
software. Formal inspections of requirements specifications, designs, source code,
project plans, and other work products are a proven means for finding errors and
improving the quality of software products. By knowing what makes a successful
inspection and peer review process, you reduce time and cost of rework.

In this course, you will acquire the skills to effectively apply both inspections and
several types of less formal reviews to software products. Tied with the technical
aspects of inspection and peer review are the interpersonal and social aspects -
the soft side - of peer reviews. By understanding and using both the technical and
social elements of inspections and reviews, you will increase the success and
ability of your software products

Organizational guidelines
Organisational guidelines are the policies or procedures that are used to correctly perform a specific activity or
operation within an organisation. Many small organisations do not have a formal set of guidelines, but larger
companies and government organisations do.
Organisations often have a set of standards which are required to be adhered to when it comes to purchasing
equipment. Standards allow organisations to:
 Ensure that all equipment used within the organisation meets satisfactory levels of operation.
 Ensure that the equipment used is compatible with other equipment in use.
 Ensure that support staff are trained to service and maintain the equipment in use.
 Budget for and plan the timely upgrade of equipment.

Purchasing items
Organisational guidelines for purchasing will vary from one organisation to another. You should always check
with your immediate supervisor whether such a policy exists within the organisation. This policy may specify
the following:

Page 4
Ethiopian TVET System Training, Teaching and Learning Material

 verification of funds available for purchasing an item


 verification of the necessity to purchase an item
 upper limit of amount of money permitted to be spent on a single purchase
 inclusion of at least two quotations for a particular item
 list of recommended or approved brands or suppliers of equipment
 contracts — your organisation may have a contract with a supplier and such contracts often include
discounts and service agreements.

Identifying client requirements — an overview


Whether you provide a service to internal or external clients, it is worth remembering and following the
fundamental principle of client service:
If your service responds to clients needs and makes your client feel valued, you and your organisation will build
and maintain a strong reputation.
The process of identifying and documenting client requirements can take many forms. It can be an informal
process where you are asked to provide help for a friend selecting a new printer. In a business environment it is
usually a more formal process, where your supervisor assigns you the task of working with a client group to
select or develop new computer resources.
The general steps to follow in identifying clients’ needs are summarised below. Note: not all these steps are
performed every time.
1 Preparation
2 Understand the business goals. This would include knowing if any budget is applicable or if there are there
plans for future expansion.
3 Understand the organisational guidelines. Ask questions to determine what organisational guidelines are to
be adhered to.
4 Define the client’s requirements clearly. This will be done in conjunction with the next two steps and can
involve interviewing, preparation of questionnaires or direct observation. Your questioning skills are very
important at this stage and are discussed in detail in the next section.
5 Identify the roles of stakeholders — those people who have an interest in identifying the requirements. This
can include end-users or customers, managers and other technical staff.
6 Identify sources of information
7 Investigation
8 Develop an understanding of the existing system
9 Investigate alternatives to the existing system
10 Document the client requirements.
There is also additional information that you’ll need from the outset of the job or project. You may need to
provide some of this information to the client if it is part of your organisation’s policies. For example, your

Page 5
Ethiopian TVET System Training, Teaching and Learning Material

organisation may have a policy for charging predetermined extra fees and other charges for certain services
outside of the service requested by the client. This information will be discussed in more detail when we look
later at ‘information you and your client need to agree to’. For now, it includes information such as:
 extra costs
 scope of the job
 specifications
 agreement or contract
 changing of the brief
 options
 possibilities
 recommendations
 process
 consultation with the client
 contact person
 timelines
 job guarantee.

Skills required for determining and analyzing client


requirements
Below are some key skills you need when determining and analysing client requirements.
 active listening strategies
 sort and sift information received from the client
 effective questioning skills
 direct observation
 research a range of possibilities
 communicate regularly with the client.
You should already have had practice at listening and questioning techniques. We’ll quickly review these
techniques here.

Page 6
Ethiopian TVET System Training, Teaching and Learning Material

Self-Check 1 Written Test

Name: ____________________ Date:_________________


Instruction: Answer all the questions listed below, if you have some clarifications- feel free to ask your teacher.

Please ask your trainer for the questionnaire for this Self-Check.
Fill necessary information based on the company that you select.

Question Response

Background of the organisation or


business:

Objectives of this exercise:

Problem (and any underlying


issues):

Criteria for successful achievement


of objectives:

Issues, factors and information that


impinge on the problem:

Resources available to address the


problem:

Possible strategies for addressing


the problem:

Plan of action to be implemented:

Client feedback process:

Plans for the future:

Budget:

Page 7
Ethiopian TVET System Training, Teaching and Learning Material

Project scope:

Project specifications:

Project timelines:

Other comments:

Page 8

You might also like