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ICT - AM1 Revision
ICT - EPA - KSB AM1 revision
| KSB and example question | Some Key Ppints |
|---|---|
| K1 - Approaches to back up and storage solutions **QUESTION: Explains the principles of system backup/storage | SOME KEY POINTS Backup Types: Full, Incremental, Differential ▪ Storage Types: NAS, SAN, DAS, Cloud Storage (Object, Block, File) ▪ RPO, RTO, Data Retention Policies ▪ Data Replication, Deduplication, Archiving ▪ Disaster Recovery (DR), Business Continuity (BC) |
| K1 - Approaches to back up and storage solutions **QUESTION: What are the primary types of data backup, and what are their respective advantages and disadvantages? l | SOME KEY POINTS Backup Types: Full, Incremental, Differential ▪ Storage Types: NAS, SAN, DAS, Cloud Storage (Object, Block, File) ▪ RPO, RTO, Data Retention Policies ▪ Data Replication, Deduplication, Archiving ▪ Disaster Recovery (DR), Business Continuity (BC) |
| K1 - Approaches to back up and storage solutions **QUESTION: Explain the concepts of Recovery Point Objective (RPO) and Recovery Time Objective (RTO) in the context of backup strategies. | SOME KEY POINTS Backup Types: Full, Incremental, Differential ▪ Storage Types: NAS, SAN, DAS, Cloud Storage (Object, Block, File) ▪ RPO, RTO, Data Retention Policies ▪ Data Replication, Deduplication, Archiving ▪ Disaster Recovery (DR), Business Continuity (BC) |
| K2: basic elements of technical documentation and its interpretation | SOME KEY POINTS Technical documentation, interpretation, completion, escalation User manuals, system diagrams, troubleshooting guides |
| K2: basic elements of technical documentation and its interpretation **QUESTION: Why is maintaining accurate and up-to-date technical documentation crucial for IT operations and support? | SOME KEY POINTS Configuration Documentation, Standard Operating Procedures (SOPs) ▪ Change Logs, Incident Reports, Knowledge Base Articles ▪ Version Control, Documentation Standards Support for future fault finding |
| K2: Basic elements of technical documentation and its interpretation **QUESTION: Why is maintaining accurate and up-to-date technical documentation crucial for IT operations and support? | SOME KEY POINTS Configuration Documentation, Standard Operating Procedures (SOPs) ▪ Change Logs, Incident Reports, Knowledge Base Articles ▪ Version Control, Documentation Standards. Support for future fault finding |
| K3 [DIST]: Principles of root cause problem solving using fault diagnostics for troubleshooting **QUESTION: Can you explain how you have troubleshot a particular fault and what approaches you used to help with the task. | SOME KEY POINTS 5 Whys' Fishbone diagram (Ishikawa Diagram) Diagnostic Tools: Ping, Tracert, Ipconfig, Netstat, Wireshark, Event Logs |
| K4: Principles of basic network addressing for example binary **QUESTION: Describe the purpose of a subnet mask | SOME KEY POINTS IP Address (IPv4, IPv6), MAC Address ▪ Binary, Decimal, Hexadecimal ▪ Subnet Mask, CIDR (Classless Inter-Domain Routing) ▪ Network Address, Broadcast Address, Host Address ▪ DHCP (Dynamic Host Configuration Protocol), DNS (Domain Name System) |
| K4: Principles of basic network addressing for example binary **QUESTION: Explain the fundamental concepts of IP addressing (IPv4 and IPv6) and how they are used in networks. | SOME KEY POINTS IP Address (IPv4, IPv6), MAC Address ▪ Binary, Decimal, Hexadecimal ▪ Subnet Mask, CIDR (Classless Inter-Domain Routing) ▪ Network Address, Broadcast Address, Host Address ▪ DHCP (Dynamic Host Configuration Protocol), DNS (Domain Name System) |
| K5: Basic awareness of the principles of cloud and cloud-based services. **QUESTION: Define cloud computing and explain what sorts of services can be used through the technology. | SOME KEY POINTS Cloud Computing, Virtualization ▪ IaaS, PaaS, SaaS ▪ Public Cloud, Private Cloud, Hybrid Cloud ▪ Scalability, Elasticity, On-Demand Service ▪ Cloud Providers: AWS, Azure, Google Cloud Platform (GCP) |
| K5: Basic awareness of the principles of cloud and cloud-based services. **QUESTION: What are the primary benefits and potential drawbacks of migrating to cloud-based services for an organisation? | SOME KEY POINTS Cloud Computing, Virtualization ▪ IaaS, PaaS, SaaS ▪ Public Cloud, Private Cloud, Hybrid Cloud ▪ Scalability, Elasticity, On-Demand Service ▪ Cloud Providers: AWS, Azure, Google Cloud Platform (GCP) |
| K6: fundamental principles of virtual networks and components Question: What is a virtual network, and how does it abstract physical network resources? | SOME KEY POINTS: Virtual Network, Virtual Machine (VM) ▪ Hypervisor, Virtual Switch, Virtual Router ▪ VLAN (Virtual Local Area Network), Network Segmentation ▪ Hyper-V |
| K6: fundamental principles of virtual networks and components **QUESTION: Discuss the benefits of using virtual networks for resource efficiency, flexibility, and security. | SOME KEY POINTS: Virtual Network, Virtual Machine (VM) ▪ Hypervisor, Virtual Switch, Virtual Router ▪ VLAN (Virtual Local Area Network), Network Segmentation ▪ Hyper-V |
| K7: principles of cultural awareness and how diversity impacts on delivery of support tasks. **QUESTION: Why is cultural awareness important for an Information Communication Technician when interacting with diverse users or colleagues? | SOME KEY POINTS: Cultural Competence, Diversity & Inclusion ▪ Intercultural Communication, Active Listening, Empathy ▪ Non-verbal Communication, Professional Etiquette ▪ Implicit Bias, Stereotyping Use of different technologies to help. Translation software - Demonstration - Screen sharing - Highlighted pointers - Accessibility standards |
| K7: principles of cultural awareness and how diversity impacts on delivery of support tasks. **QUESTION: ▪ Describe strategies for adapting your support approach to be effective across various cultural backgrounds. | SOME KEY POINTS: Cultural Competence, Diversity & Inclusion ▪ Intercultural Communication, Active Listening, Empathy ▪ Non-verbal Communication, Professional Etiquette ▪ Implicit Bias, Stereotyping - Use of different technologies to help. Translation software - Demonstration - Screen sharing - Highlighted pointers - Accessibility standards |
| K8: methods of communication including level of technical terminology to use to technical and non- technical stakeholders **QUESTION: How do you adjust your language and the level of technical detail when communicating with a highly technical colleague versus a non-technical end-user? | SOME KEY POINTS Audience Adaptation, Stakeholder Communication ▪ Technical Jargon, Plain Language ▪ Verbal Communication, Written Communication (Emails, Reports) ▪ Active Listening, Clarification Questions ▪ Escalation Procedures, Status Updates |
| K8: methods of communication including level of technical terminology to use to technical and non- technical stakeholders **QUESTION: Describe best practices for explaining complex IT issues to a non-technical audience clearly and concisely. | SOME KEY POINTS Audience Adaptation, Stakeholder Communication ▪ Technical Jargon, Plain Language ▪ Verbal Communication, Written Communication (Emails, Reports) ▪ Active Listening, Clarification Questions ▪ Escalation Procedures, Status Updates |
| K9: Describe different types of maintenance and preventative measures to reduce the incidence of faults. | SOME KEY POINTS Preventive Maintenance, Corrective Maintenance, Predictive Maintenance ▪ Patch Management, Software Updates, Firmware Updates ▪ Hardware Cleaning, Performance Monitoring, System Backups ▪ Redundancy, Fault Tolerance, Configuration Management |
| K10 [DIST]: key principles of Security including the role of People, Product and Process in secure systems for example access and encryption requirements **QUESTION: What are the fundamental principles of information security, | SOME KEY POINTS: Cybersecurity, Information Security ▪ CIA Triad (Confidentiality, Integrity, Availability) ▪ Access Control (ACLs, RBAC), Multi-Factor Authentication (MFA) ▪ Encryption (Symmetric, Asymmetric), Hashing ▪ Security Policies, User Training, Patching, Firewalls, IDS/IPS |
| K10 [DIST]: key principles of Security including the role of People, Product and Process in secure systems for example access and encryption requirements **QUESTION: Explain the "People, Process, Technology" framework in cybersecurity and how each component contributes to overall security posture. | SOME KEY POINTS: Cybersecurity, Information Security ▪ CIA Triad (Confidentiality, Integrity, Availability) ▪ Access Control (ACLs, RBAC-Role Based Access Control), Multi-Factor Authentication (MFA) ▪ Encryption (Symmetric, Asymmetric), Hashing ▪ Security Policies, User Training, Patching, Firewalls, IDS/IPS User awareness, training. Concept of Least Privilege |
| K10 - Key principles of Security, including the role of People, Product, and Process in secure systems (Distinction type question) **QUESTION: Evaluate the impact of People, Product, and Process on secure systems within your organisation | SOME KEY POINTS: Cybersecurity, Information Security ▪ CIA Triad (Confidentiality, Integrity, Availability) ▪ Access Control (ACLs, RBAC), Multi-Factor Authentication (MFA) ▪ Encryption (Symmetric, Asymmetric), Hashing ▪ Security Policies, User Training, Patching, Firewalls, IDS/IPS |
| K11: fundamentals of physical networks and components **QUESTION: Explain the role of different types of network cabling (e.g., Ethernet, Fiber Optic) and their respective advantages and limitations. | SOME KEY POINTS: Ethernet, CAT5, CAT6, CAT7, Optical / Fibre Old coaxial. PowerLine - not used in commercial situations. Physical Network Components: Router, Switch, Hub, Modem, Access Point, NIC ▪ Cabling: Twisted Pair (Cat5e, Cat6), Fiber Optic (Single-mode, Multi-mode), Coaxial ▪ Connectors (RJ45, LC, SC) ▪ Network Topologies (Star, Bus, Ring, Mesh) ▪ Patch Panels, Server Racks, Data Centers |
| K11: fundamentals of physical networks and components **QUESTION: Identify and describe the function of common physical network components | SOME KEY POINTS: ▪ Physical Network Components: Router, Switch, Hub, Modem, Access Point, NIC ▪ Cabling: Twisted Pair (Cat5e, Cat6), Fiber Optic (Single-mode, Multi-mode), Coaxial ▪ Connectors (RJ45, LC, SC) ▪ Network Topologies (Star, Bus, Ring, Mesh) ▪ Patch Panels, Server Racks, Data Center |
| K13: a basic awareness of legislation in relation to disposal of waste materials for example Waste Electronic and Electrical regulations. **QUESTION: Why is proper disposal of IT equipment important from a data security perspective and environmental considerations? | SOME KEY POINTS WEEE Directive (Waste Electrical and Electronic Equipment) ▪ E-waste, Hazardous Materials ▪ Data Sanitization, Data Destruction (Shredding, Degaussing) ▪ Recycling, Environmental Regulations ▪ Compliance, Auditing Introduced in UK 2013. Updates in 2024. UN - SDGs' (United Nation's - Sustainable Development Goals) UK - SDG Goals for 2030 and 2050 |
| K14: fundamental principles of operating systems, hardware system architectures and devices. Question: Describe the main components of a computer's hardware architecture and how they interact. | SOME KEY POINTS Operating System (OS): Windows, Linux, macOS ▪ Hardware Components: CPU, RAM, ROM, Motherboard, Interrupts GPU, HDD, SSD ▪ BIOS/UEFI, Device Drivers, CMOS, POST ▪ File System, Kernel, User Interface Onion model - Von Naumann - Harvard |
| K14: fundamental principles of operating systems, hardware system architectures and devices. **QUESTION: Explain the core functions of an operating system and its role in managing hardware and software resources. | SOME KEY POINTS Operating System (OS): Windows, Linux, macOS ▪ Hardware Components: CPU, RAM, ROM, Motherboard, Interrupts GPU, HDD, SSD ▪ BIOS/UEFI, Device Drivers, CMOS, POST ▪ File System, Kernel, User Interface Onion model - Von Naumann - Harvard |
| K15: principles of remote operation of devices including how to deploy and securely integrate mobile devices into a network **QUESTION: Describe common tools and protocols used for remote access and operation of IT devices. | SOME KEY POINTS Remote Desktop Protocol (RDP), SSH, VPN ▪ TeamViewer, AnyDesk, Remote PowerShell ▪ Mobile Device Management (MDM), Bring Your Own Device (BYOD) ▪ Endpoint Security, Data Encryption, Network Access Control (NAC) ▪ Secure Boot, Remote Wipe, Geofencing |
| K15: principles of remote operation of devices including how to deploy and securely integrate mobile devices into a network **QUESTION: Explain the concept of Mobile Device Management (MDM) and its benefits for securing mobile devices. | SOME KEY POINTS Remote Desktop Protocol (RDP), SSH, VPN ▪ TeamViewer, AnyDesk, Remote PowerShell ▪ Mobile Device Management (MDM), Bring Your Own Device (BYOD) ▪ Endpoint Security, Data Encryption, Network Access Control (NAC) ▪ Secure Boot, Remote Wipe, Geofencing |
| K16: fundamental principles of peripherals for example: printers and scanners QUESTION: Discuss the importance of proper installation, configuration, and driver management for peripherals to ensure their optimal performance. | SOME KEY POINTS Drivers, Plug and Play ▪ Network Printing, Print Server ▪ Protocols ▪ Security patches ▪ Updates for improving functionality ▪ Bespoke operating systems ▪ Specific drivers |
| K16: fundamental principles of peripherals for example: printers and scanners **QUESTION: Explain the fundamental principles of various peripherals, using printers and scanners as examples. How do they function and connect to systems? | SOME KEY POINTS Drivers, Plug and Play ▪ Network Printing, Print Server ▪ Protocols ▪ Security patches ▪ Updates for improving functionality ▪ Bespoke operating systems ▪ Specific drivers |
| K17: Principles of virtualisation of servers, applications, and networks **QUESTION: Define virtualization and explain its primary benefits for IT infrastructure management. | SOME KEY POINTS: Virtualization: Server, Application, Network ▪ Hypervisor (Type 1/Bare-metal, Type 2/Hosted) ▪ Virtual Machine (VM), Containerization (Docker, Kubernetes) ▪ Resource Pooling, Isolation, Snapshots, Cloning ▪ VMware ESXi, Microsoft Hyper-V, KVM |
| K17: Principles of virtualisation of servers, applications, and networks **QUESTION: what is the role of a hypervisor? | SOME KEY POINTS: Virtualization: Server, Application, Network ▪ Hypervisor (Type 1/Bare-metal, Type 2/Hosted) ▪ Virtual Machine (VM), Containerization (Docker, Kubernetes) ▪ Resource Pooling, Isolation, Snapshots, Cloning ▪ VMware ESXi, Microsoft Hyper-V, KVM |
| K19: Principles of Test Plans, their role and significance **QUESTION: Describe the typical sections or elements that make up a comprehensive test plan. | SOME KEY POINTS: Test Plan, Test Cases, Test Scenarios ▪ Unit Testing, Integration Testing, System Testing, User Acceptance Testing (UAT) ▪ Regression Testing, Performance Testing ▪ Defect Management, Bug Reporting ▪ Quality Assurance (QA) Data types - Normal - Valid - Extreme Risk Assessment. |
| K20 [DIST]: Fundamentals of purpose, creation, and maintenance of asset registers **QUESTION: What is an IT asset register, and what is its primary purpose within an organisation? | SOME KEY POINTS: IT Asset Management (ITAM), Asset Register/Inventory ▪ Hardware Assets, Software Assets, Licenses ▪ Asset Lifecycle Management, Depreciation ▪ Auditing, Compliance ▪ Configuration Management Database (CMDB) |
| K18: Principles of disaster recovery, how a disaster recovery plan works, and your role within it - **QUESTION: Explain disaster recovery, and outline how disaster recovery plans work with reference to a role you have played within one. | SOME KEY POINTS: Disaster Recovery (DR), Business Continuity Plan (BCP) ▪ RPO (Recovery Point Objective), RTO (Recovery Time Objective) ▪ Backup strategies and Restore, Data Replication, Failover ▪ DR Site: Hot, Warm, Cold ▪ DR Testing, Incident Response Your role in the process? |
| K23: Basic elements of infrastructure architectures including Wi-Fi and wired networks **QUESTION: What are the main advantages and disadvantages of wired versus wireless network deployments? | SOME KEY POINTS: LAN, WLAN, WAN ▪ Ethernet, Wi-Fi (802.11 standards) ▪ Switch, Router, Access Point (AP), Modem ▪ Cabling (Twisted Pair, Fiber Optic) ▪ Network Topology (Star, Bus), IP Addressing |
| S1: Interpret and prioritise internal or external customer's requirements in line with organisation's policy. **QUESTION: What steps do you take to ensure you fully understand their needs? | SOME KEY POINTS Active listening - open ended questions - paraphrasing to understand - Requirement gathering approaches - Setting customer expectations - clear communications - identifying root problem - understanding desired outcomes - diagram techniques - SLAs - CSAT scores |
| S2 [DIST]: Apply the appropriate tools and techniques to undertake fault finding and rectification **QUESTION: Describe a specific fault you diagnosed and rectified, detailing the tools and techniques you used and why they were effective. | SOME KEY POINTS: • Tools: Diagnostic software, command-line utilities, hardware testing tools (e.g., multimeter), network analysers, event viewers, log files [K3 mentions "fault diagnostic tools and techniques"]. • Techniques: Step-by-step troubleshooting, isolation, divide and conquer, comparing with baselines, research (knowledge bases, online forums). • Rectification: Implementing the fix, testing, verifying, documenting. • Critical analysis: Reviewing the success of troubleshooting |
| S3: Apply Continuous Professional Development to support necessary business output and technical developments. **QUESTION: Explain how you actively engage in Continuous Professional Development (CPD) and how this supports your contribution to business output. | SOME KEY POINTS: • Business output: Improving efficiency, problem-solving, introducing new technologies, reducing downtime. • Technical developments: Keeping up with new software, hardware, security threats, cloud technologies, industry trends. • Self-reflection: Identifying skill gaps and learning opportunities. • Proactive approach: Taking initiative for personal and professional growth . |
| S4: Operate safely and securely across platforms and responsibilities. QUESTION: Explain what it means to "operate safely and securely across platforms and responsibilities" as an ICT professional. | SOME KEY POINTS: • Safety: Adhering to Health & Safety policies • Security: Data protection, access control, malware prevention, secure configurations, adherence to security policies. • Platforms: Operating systems (Windows, Linux, macOS), cloud platforms, network devices. • Responsibilities: Understanding scope of responsibility, not overstepping boundaries, reporting security incidents. • Key security principles: Authentication, authorisation, encryption, integrity |
| S5: Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation **QUESTION: How do you adapt your communication style and content when providing progress updates to different levels of stakeholders, from end-users to senior management? | SOME KEY POINTS: • Stakeholder identification: Understanding who needs to be informed and their level of technical understanding. • Progress updates: Regular, clear, concise, relevant information. • Communication channels: Email, phone, ticketing system, face-to-face. • Managing expectations: Being realistic about timelines, potential challenges. • Escalation: Knowing when to escalate (e.g., beyond skill set, urgency, impact), providing clear documentation for escalation |
| S6: Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders. **QUESTION: Provide an example of how a strong working relationship helped you resolve a complex issue or achieve a better outcome. | SOME KEY POINTS: • Collaboration: Teamwork, sharing knowledge, mutual support. • Professionalism: Respect, empathy, reliability, integrity. • Communication: Clear, open, honest, active listening. • Trust: Being dependable and delivering on commitments. • Customer service: Focusing on customer needs, managing expectations, providing solutions. • Cultural awareness: Understanding diverse backgrounds [K7] |
| S7: Manage and prioritise the allocated workload effectively making best use of time and resources | SOME KEY POINTS: How do you approach managing and prioritising your allocated workload to ensure tasks are completed efficiently? - Eisenhower matrix - Time blocking - 2 minute rule - Pareto chart - Eat the Frog - Pomodoro - Digital tools - Task management tools - Customised applications |
| S8: Complete documentation relevant to the task and escalate where appropriate **QUESTION: How do you ensure the documentation you create is comprehensive, accurate, and useful for future reference or for others who might need to access it? | SOME KEY POINTS: • Documentation types: Incident reports, change logs, knowledge base articles, configuration updates, problem resolution summaries. • Importance: Knowledge sharing, audit trail, compliance, training new staff, future troubleshooting. • Quality: Clarity, conciseness, accuracy, version control, use of templates |
| B1: Works professionally, taking initiative as appropriate **QUESTION: Provide an example of a situation where you took initiative to resolve a problem or improve a process without being explicitly asked. | SOME KEY POINTS: • Professionalism: Punctuality, appearance, communication etiquette, integrity, respect for colleagues and customers. • Initiative: Proactive problem-solving, identifying areas for improvement, learning new skills independently, anticipating needs. • Responsibility: Owning tasks, following through, accountability. • Adaptability: Responding effectively to changing situations. • Self-motivation: |
| B2: Communicates technical and non-technical information in a variety of situations to support effective working with internal or external stakeholder **QUESTION: Describe a situation where you had to communicate complex technical information to a non-technical stakeholder. How did you ensure they understood? | SOME KEY POINTS: • Audience awareness: Tailoring language, level of detail, and examples. • Clarity and conciseness: Avoiding jargon where inappropriate. • Active listening and questioning: Ensuring mutual understanding. • Situational awareness: Understanding the context (e.g., urgency, formality). • Stakeholders: Internal teams, external clients, vendors • Empathy: Understanding the recipient's perspective. |
| B3: Demonstrates a productive and organised approach to their work. QUESTION: Describe the systems or habits you use to keep your work organised and efficient. | SOME KEY POINTS: • Organisation: Task management, file management, tidy workspace (physical and digital). • Productivity: Efficient use of time, focus, minimising distractions, prioritisation. • Planning: Breaking down tasks, setting deadlines. • Methodical approach: Following procedures, systematic troubleshooting. • Self-management: Time management, stress management. |
| B4: Self-motivated, for example takes responsibility to complete the job. QUESTION: What does "self-motivated" mean to you in a professional context, and how do you demonstrate this quality in your role? | SOME KEY POINTS: • Self-motivation: Drive to achieve goals, enthusiasm, inner desire to learn and improve. • Responsibility: Accountability for tasks and outcomes, owning mistakes, following through on commitments. • Proactivity: Initiating action rather than waiting for instructions [B1]. • Problem-solving: Persisting to find solutions. • Time management: Effective self-management of time |
| K18: Principles of disaster recovery, how a disaster recovery plan works, and your role within it - **QUESTION: Explain disaster recovery, and outline how disaster recovery plans work with reference to a role you have played within one. | SOME KEY POINTS: Disaster Recovery (DR), Business Continuity Plan (BCP) ▪ RPO (Recovery Point Objective), RTO (Recovery Time Objective) ▪ Backup strategies and Restore, Data Replication, Failover ▪ DR Site: Hot, Warm, Cold ▪ DR Testing, Incident Response Your role in the process? |
| S16: Use basic scripting to execute relevant tasks **QUESTION: Describe a basic script you have either used or could create to streamline a common IT task. | SOME KEY POINTS: • Basic scripting languages: PowerShell (Windows), Bash (Linux/macOS), Python (general purpose). • Relevant tasks: File management (copy, delete, rename), user account creation/modification, log file analysis, system reboots, network configuration checks, software installation / specific security updates • Benefits: Automation, efficiency, consistency, reduced human error, time-saving. |
| S15: Escalate non routine problems in line with procedure **QUESTION: Provide an example of a non-routine problem you encountered that required escalation, detailing your process and the information you provided. | SOME KEY POINTS: • Non-routine problem: Complex, unusual, beyond current skill set, high impact, requires higher authority, or outside defined scope. • Escalation triggers: Time limits (SLAs), repeated failures, lack of resources, security breaches, severe impact on business operations. • Procedures: Following defined hierarchy, using correct channels (ticketing system, direct contact), providing comprehensive information. |
| K10 - Key principles of Security, including the role of People, Product, and Process in secure systems. **QUESTION: Explain how you ensure that you operate safely and securely across platforms and responsibilities, applying the key principles of security, including the role of People, Product, and Process in secure systems | SOME KEY POINTS: Cybersecurity, Information Security ▪ CIA Triad (Confidentiality, Integrity, Availability) ▪ Access Control (ACLs, RBAC), Multi-Factor Authentication (MFA) ▪ Encryption (Symmetric, Asymmetric), Hashing ▪ Security Policies, User Training, Patching, Firewalls, IDS/IPS |
| S4 - Operate safely and securely across platforms and responsibilities. **QUESTION: Explain the concept of "least privilege" and how you apply it in your daily operations. | SOME KEY POINTS: Information Security, Data Privacy (e.g., GDPR) ▪ Physical Security, Environmental Safety (e.g., ESD) ▪ Access Control, Least Privilege, Separation of Duties ▪ Password Management, Endpoint Security, Patching ▪ Incident Response, Acceptable Use Policy (AUP) |
| K1 - Approaches to back up and storage solutions ** Debate1: "Is cloud storage truly the most secure and reliable backup solution for all business sizes, or do on-premise solutions still hold significant advantages in terms of control and data sovereignty? | SOME KEY POINTS Backup Types: Full, Incremental, Differential ▪ Storage Types: NAS, SAN, DAS, Cloud Storage (Object, Block, File) ▪ RPO, RTO, Data Retention Policies ▪ Data Replication, Deduplication, Archiving ▪ Disaster Recovery (DR), Business Continuity (BC) |
| K1 - Approaches to back up and storage solutions ** DEBATE 2: "Should the primary focus for backup strategies be on data recovery speed (RTO), or on data loss prevention (RPO)? Discuss the trade-offs in different business contexts." | SOME KEY POINTS Backup Types: Full, Incremental, Differential ▪ Storage Types: NAS, SAN, DAS, Cloud Storage (Object, Block, File) ▪ RPO, RTO, Data Retention Policies ▪ Data Replication, Deduplication, Archiving ▪ Disaster Recovery (DR), Business Continuity (BC) |
| K2: basic elements of technical documentation and its interpretation ** DEBATE: "Effective technical documentation is often sacrificed for speed in IT projects. Discuss whether this trade-off is ever justifiable, and what the long-term consequences are for an ICT Support Technician. | SOME KEY POINTS Configuration Documentation, Standard Operating Procedures (SOPs) ▪ Change Logs, Incident Reports, Knowledge Base Articles ▪ Version Control, Documentation Standards. Support for future fault finding |
| K2: basic elements of technical documentation and its interpretation **DEBATE 2: Is it more critical for technical documentation to be comprehensive (detailing every possible scenario) or concise and easily searchable (providing quick answers to common issues)? | SOME KEY POINTS Configuration Documentation, Standard Operating Procedures (SOPs) ▪ Change Logs, Incident Reports, Knowledge Base Articles ▪ Version Control, Documentation Standards. Support for future fault finding |
| K3: Principles of root cause problem solving using fault diagnostics for troubleshooting **DEBATE : Should an ICT Support Technician always aim for root cause resolution, or are temporary workarounds sometimes a more pragmatic and efficient solution, especially under pressure? | SOME KEY POINTS 5 Whys' Fishbone diagram (Ishikawa Diagram) Diagnostic Tools: Ping, Tracert, Ipconfig, Netstat, Wireshark, Event Logs |
| K3: Principles of root cause problem solving using fault diagnostics for troubleshooting **DEBATE : Discuss whether the extensive use of automated diagnostic tools diminishes a YOUR critical thinking skills in fault finding, or enhances your ability to solve complex problems." | SOME KEY POINTS 5 Whys' Fishbone diagram (Ishikawa Diagram) Diagnostic Tools: Ping, Tracert, Ipconfig, Netstat, Wireshark, Event Logs |
| K4: Principles of basic network addressing for example binary **DEBATE : In an era of increasingly automated network configuration (e.g., DHCP, SDN), how crucial is a deep understanding of binary and fundamental network addressing for a modern Support Technician compared to practical configuration skills?" | SOME KEY POINTS Knowledge of principles of basic network addressing for example binary |
| K4: Principles of basic network addressing for example binary **DEBATE : Should all ICT Support Technicians be proficient in manual IP addressing and subnetting calculations | SOME KEY POINTS Knowledge of principles of basic network addressing for example binary |
| K5: Basic awareness of the principles of cloud and cloud-based services. **DEBATE : As businesses migrate more services to the cloud, discuss the most significant security challenges an ICT Support Technician faces when supporting cloud-based infrastructure versus traditional on-premise systems | SOME KEY POINTS Basic awareness of the principles of cloud and cloud-based services Cloud Computing, Virtualization ▪ IaaS, PaaS, SaaS ▪ Public Cloud, Private Cloud, Hybrid Cloud ▪ Scalability, Elasticity, On-Demand Service ▪ Cloud Providers: AWS, Azure, Google Cloud Platform (GCP) |
| K5: Basic awareness of the principles of cloud and cloud-based services. **DEBATE : Is a 'basic awareness' of cloud principles sufficient for an ICT Support Technician, or should they strive for in-depth knowledge of specific cloud platforms (e.g., AWS, Azure)? | SOME KEY POINTS Basic awareness of the principles of cloud and cloud-based services Cloud Computing, Virtualization ▪ IaaS, PaaS, SaaS ▪ Public Cloud, Private Cloud, Hybrid Cloud ▪ Scalability, Elasticity, On-Demand Service ▪ Cloud Providers: AWS, Azure, Google Cloud Platform (GCP) |
| K6 & K11: fundamental principles of virtual networks and components & fundamentals of physical networks and components **DEBATE: "Is the shift towards virtual networks diminishing the importance of understanding physical network components, or is a strong grasp of both equally vital for effective troubleshooting in a hybrid environment? | SOME KEY POINTS Virtual Network, Virtual Machine (VM) ▪ Hypervisor, Virtual Switch, Virtual Router ▪ VLAN (Virtual Local Area Network), Network Segmentation ▪ Hyper-V ▪ Physical Network Components: Router, Switch, Hub, Modem, Access Point, NIC ▪ Cabling: Twisted Pair (Cat5e, Cat6), Fiber Optic (Single-mode, Multi-mode), Coaxial ▪ Connectors (RJ45, LC, SC) ▪ Network Topologies (Star, Bus, Ring, Mesh) ▪ Patch Panels, Server Racks, Data Center |
| K6 & K11: fundamental principles of virtual networks and components & fundamentals of physical networks and components **DEBATE: "Discuss which presents a greater troubleshooting challenge for a Support Technician: a complex issue within a purely physical network or one within a highly virtualised network infrastructure." | SOME KEY POINTS Virtual Network, Virtual Machine (VM) ▪ Hypervisor, Virtual Switch, Virtual Router ▪ VLAN (Virtual Local Area Network), Network Segmentation ▪ Hyper-V ▪ Physical Network Components: Router, Switch, Hub, Modem, Access Point, NIC ▪ Cabling: Twisted Pair (Cat5e, Cat6), Fiber Optic (Single-mode, Multi-mode), Coaxial ▪ Connectors (RJ45, LC, SC) ▪ Network Topologies (Star, Bus, Ring, Mesh) ▪ Patch Panels, Server Racks, Data Center |
| K7: Principles of cultural awareness and how diversity impacts on delivery of support tasks. ** DEBATE : "Discuss how a lack of cultural awareness can negatively impact the effectiveness of an ICT support team, specifically in communication and problem-solving with diverse user bases. | SOME KEY POINTS |
| K7: Principles of cultural awareness and how diversity impacts on delivery of support tasks. ** DEBATE : Beyond basic politeness, what are the tangible benefits of a diverse and culturally aware ICT support team, and how can these benefits be measured?" | SOME KEY POINTS |
| K8: methods of communication including level of technical terminology to use to technical and non-technical stakeholder *** DEBATE: Should ICT Support Technicians always strive to simplify technical jargon for non-technical users, or is there a point where technical accuracy takes precedence, even if it risks confusing the user? | SOME KEY POINTS |
| K8: methods of communication including level of technical terminology to use to technical and non-technical stakeholder *** DEBATE: When communicating a critical system outage, is it better to provide minimal, clear updates frequently, or a comprehensive explanation less often to stakeholders?" | SOME KEY POINTS |
| K9: different types of maintenance and preventative measures to reduce the incidence of faults *** DEBATE Is proactive maintenance always more cost-effective in the long run than reactive fault resolution in ICT support, or are there specific scenarios where a reactive approach is economically or operationally preferable? | SOME KEY POINTS |
| K9: different types of maintenance and preventative measures to reduce the incidence of faults *** DEBATE Is proactive maintenance always more cost-effective in the long run than reactive fault resolution in ICT support, or are there specific scenarios where a reactive approach is economically or operationally preferable? | SOME KEY POINTS |
| K10: [Dist] key principles of Security including the role of People, Product and Process in secure systems for example access and encryption requirements. *** DEBATE : Discuss the ethical dilemma an ICT Support Technician faces when a security measure, like stringent access control or encryption, significantly hampers user productivity." | SOME KEY POINTS Cybersecurity, Information Security ▪ CIA Triad (Confidentiality, Integrity, Availability) ▪ Access Control (ACLs, RBAC), Multi-Factor Authentication (MFA) ▪ Encryption (Symmetric, Asymmetric), Hashing ▪ Security Policies, User Training, Patching, Firewalls, IDS/IPS |
| K10: [Dist] key principles of Security including the role of People, Product and Process in secure systems for example access and encryption requirements. *** DEBATE : In IT security, which element—People, Product, or Process—is generally the weakest link, and where should an ICT Support Technician focus most of their efforts to strengthen overall organisational security?" | SOME KEY POINTS Cybersecurity, Information Security ▪ CIA Triad (Confidentiality, Integrity, Availability) ▪ Access Control (ACLs, RBAC), Multi-Factor Authentication (MFA) ▪ Encryption (Symmetric, Asymmetric), Hashing ▪ Security Policies, User Training, Patching, Firewalls, IDS/IPS |
| K13: a basic awareness of legislation in relation to disposal of waste materials for example Waste Electronic and Electrical regulations *** DEBATE : Beyond legal compliance, what are the ethical responsibilities of an ICT Support Technician when it comes to the disposal of electronic waste, and how can these responsibilities be practically implemented in a cost-effective way? | SOME KEY POINTS WEEE Directive (Waste Electrical and Electronic Equipment) ▪ E-waste, Hazardous Materials ▪ Data Sanitization, Data Destruction (Shredding, Degaussing) ▪ Recycling, Environmental Regulations ▪ Compliance, Auditing Introduced in UK 2013. Updates in 2024. UN - SDGs' (United Nation's - Sustainable Development Goals) UK - SDG Goals for 2030 and 2050 |
| K13: a basic awareness of legislation in relation to disposal of waste materials for example Waste Electronic and Electrical regulations *** DEBATE : Should companies be mandated to repurpose or recycle old IT equipment internally where possible, even if it requires more effort than simply sending it to an external disposal service? | SOME KEY POINTS WEEE Directive (Waste Electrical and Electronic Equipment) ▪ E-waste, Hazardous Materials ▪ Data Sanitization, Data Destruction (Shredding, Degaussing) ▪ Recycling, Environmental Regulations ▪ Compliance, Auditing Introduced in UK 2013. Updates in 2024. UN - SDGs' (United Nation's - Sustainable Development Goals) UK - SDG Goals for 2030 and 2050 |
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