HND Computing: Technical Support (International) GG5M 16

Transcription

1 HND Computing: Technical Support (International) GG5M 16 Course Tutor Guide April 2013 Version: 1.0

2 Contents 1 Introduction Purpose of course Tutor Guide Introduction to the Award Setting up the course The HND Structure General HND Qualification Framework Core Skills Assessment Graded Units HND Computing: Technical Support Target audience Access to the course Aims of course HND Computing: Technical Support Framework Core Skills Graded Unit Transitional Arrangements Course delivery of an HND How the course is delivered Support for learners HND Computing: Technical Support course delivery Teaching plan Overview of Units Opportunities for integration of Units Assessment in an HND award Assessment in learning and for certification Assessment planning of an HND Planning the Unit summative assessment Negotiating summative assessments with the learners Summative assessment exemplars HND Computing: Technical Support assessment strategy and plan HND Computing: Technical Support assessment strategy HND Computing: Technical Support Course Assessment Plan HND Computing: Technical Support Graded Unit assessments What happens if a learner does not achieve an assessment? Verification Introduction Why do we need verification? Internal verification External verification Appendix 1a: Core Skills Year Appendix 1b: Core Skills Year Appendix 2a: Year 1, Semester 1 Assessment Plan (Option A) Appendix 2a: Year 1, Semester 2 Assessment Plan (Option A) Appendix 2b: Year 2, Semester 1 Assessment Plan (Option A) Appendix 2b: Year 2, Semester 2 Assessment Plan (Option A) History of changes... 65

3 1 Introduction 1.1 Purpose of course Tutor Guide This Guide is aimed at staff in SQA Approved Centres who are responsible for HND Computing: Technical Support. It will assist you in the delivery, assessment and internal verification of the HND by providing information on setting up a course, the course framework, centre support with course delivery, teaching plans and guidance on assessment of the Units within the course. It also provides information about Core Skills, Graded Units, Quality Assurance and Verification. Please note that throughout this course tutor guide students will be referred to as learners or, in the context of assessment, as candidates. 1.2 Introduction to the Award The title of the Group Award is HND Computing: Technical Support. In recent years there have been significant technology developments in the field of ICT which are having a major impact on businesses and business processes. Cloud computing is an example of a technology trend emerging from the congruence of developments such as real-time infrastructure (RTI), virtualisation, browsers and Web More than half employers indicate that issues such as security, cloud computing, convergence of communications and IT and the real world web will have a major impact on business in the next three years 2 The HND Computing: Technical Support award has been revised to reflect these changes with the introduction of a number of new Units designed to equip the learner with some of the fundamental knowledge and understanding of these technologies. This qualification is suitable for the following range of learners: Learners articulating from the generic Computing award wishing to specialise in technical support related technologies School leavers or apprentices who wish to embark on a course which will lead to either higher education or IT industry employment Employed or unemployed adults with appropriate NQGAs (NCs) or vocational skills wishing to train for a career in technical support Any other suitable candidate wishing to achieve this award with a view to further articulation to an appropriate HE award or to pursue employment in the ICT sector 1 Gartner Report, The top 10 Technology trends for Technology Insights 2012 e-skills UK HND Computing: Technical Support (International) (GG5M 16) Course Tutor Guide 1

4 HND Computing: Technical Support is expected to lead to employment opportunities at IT Support technician level. The award has been designed to include opportunities to achieve certification with various industry vendors, eg CompTIA (Computing Technology Industry Association), Microsoft, and LPI (Linux Professional Institute). Learners who achieve HND Computing: Technical Support should also be able to articulate onto a range of University degree programmes. 2 Setting up the course Centres will have been approved to offer this course and will have internal processes for liaising with appropriate parties. Liaison with SQA is normally via the centre s SQA co-ordinator. It is recommended that a Course Team is set-up by the Institution/Department appointed to oversee the delivery of the course. The Course Team should comprise of all tutors teaching on the course and one tutor should be nominated as Course Team Leader. The Course Team would have the responsibility for overseeing the quality of delivery on the course and to ensure that academic standards are maintained. The Course Team would also be responsible for monitoring learner progress and determining the support required for individuals who are not progressing well. The Course Team should meet to discuss matters relating to course delivery, assessment and internal verification on a regular basis (usually two/three times a year) to ensure that any action points are achieved and that the course is delivered efficiently and effectively. It is good practice to maintain a record of such meetings to ensure that any action points are noted and accomplished. This will benefit centres and their students by ensuring that all learners achieve their full potential whilst maintaining the appropriate standards. It is good practice for centres to maintain a library of master folders for each of the Units within the course these may be stored electronically as long as all relevant staff have access to them as and when required. Electronic files on a secure part of the centre s network/intranet are particularly appropriate if the award is delivered across different campuses allowing all tutors to access the most up-to-date materials wherever they are located. The master folders should contain Unit specifications, teaching materials (including details of learning, teaching and assessment plans; and if appropriate, details of any integration across Units of either teaching or assessment), assessment exemplars and re-assessments. This enables new members of staff to access this valuable resource prior to, and during, delivery of the course. It is good practice for tutors to familiarise themselves with the Units and specific requirements of the assessments prior to the start of the course. Unit specifications set out the statement of standards and evidence required for achieving each Unit, along with guidance on content and assessment. Assessment exemplars provide an instrument of assessment for each Unit and suggested marking scheme. The assessment exemplars MUST be kept secure at all times. HND Computing: Technical Support (International) (GG5M 16) Course Tutor Guide 2

5 All tutors delivering this course have a collective responsibility to ensure that all learners are supported in a manner that meets their individual needs as they progress through the course. 3 The HND Structure 3.1 General HND Qualification Framework To be awarded an SQA HND, the candidate is required to achieve 30 SQA HN credits with a mixture of SCQF level 6, 7 and level 8 Units. The HND Computing: Technical Support qualification is a mixture of SCQF level 7 and level 8 Units. Each Unit is assigned a SQA HN credit value of either 1 or 2. This credit value is based approximately on 80 hours of study per credit which consists of 40 hours of structured learning and a further 40 hours of candidate led study to consolidate and reinforce learning. Each Unit is also assigned a Scottish Credit and Qualifications Framework (SCQF) level and credit point value. (See below for further details regarding the SCQF). Each Unit is assigned an agreed number of SCQF credit points. One point represents a notional 10 hours of study by the learner at the identified level The Scottish Credit and Qualifications Framework (SCQF) The SCQF has 12 levels ranging from Access at SCQF level 1, up to Doctorate at level 12. The different levels indicate the level of difficulty of a particular qualification and the difference between levels is dependent on factors such as: the complexity and depth of knowledge and understanding. links to associated academic, vocational or professional practice. the degree of integration, independence and creativity required. the range and sophistication of application/practice. the role(s) taken in relation to other learners/workers in carrying out tasks SCQF level Descriptors The SCQF level Descriptors outline the general outcomes of learning at SCQF levels under five broad headings: Knowledge and understanding (mainly subject based) Practice (applied knowledge and understanding) Generic cognitive skills (eg evaluation, critical analysis) Communication, numeracy and IT skills; and Autonomy, accountability and working with others HND Computing: Technical Support (International) (GG5M 16) Course Tutor Guide 3

6 The Descriptors allow broad comparisons to be made between the outcomes of any learning and allow learners, employers and the public in general to understand the range of skills and learning that should be achieved at each level. SCQF levels are increasingly used in job advertisements to help employers articulate the skills they require for a particular role and to help potential employees to highlight their skills thus ensuring the right person gets the right job. For HND courses each Unit is also assigned a SCQF level which will be 6, 7 or 8. These levels indicate the degree of difficulty of the work for that Unit. There are no SCQF level 6 Units within HND Computing: Technical Support. SCQF level 7 is approximately equivalent to first year of degree level study and SCQF level 8 approximately equivalent to second year of degree level study. SCQF level 7 might be given to an introductory Unit in a subject area and SCQF level 8 to the continuing Unit. Tutors involved in the delivery and assessment of Units would find the SCQF level descriptors helpful in determining the appropriate level of difficulty/complexity required. For example: The Unit Client Operating Systems (H1EM 34) has an HN credit value of 2. This represents 160 hours of teaching and learning. These 160 hours will equal 16 SCQF points (1 point = 10 hours of learning) at SCQF level 7. The Unit Network Server Operating Systems (H16T 35) follows on from Client Operating Systems (H1EM 34) and has an HN credit value of 2. This represents 160 hours of teaching and learning. These 160 hours will equal 16 SCQF points at SCQF level 8. This means that the Unit will take the same time to study and will progress the learning to a higher level. HND Computing: Technical Support (International) (GG5M 16) Course Tutor Guide 4

7 The Unit Technical Support: Supporting Users: Hardware (H183 34) has an HN credit value of 1. This represents 80 hours of teaching and learning. These 80 hours will equal 8 SCQF points (1 point = 10 hours of learning) at SCQF level 7. The Unit Providing Technical Support to Users (H3LN 35) follows on from Technical Support: Supporting Users: Hardware (H183 34) and has an HN credit value of 1. This represents 80 hours of teaching and learning. These 80 hours will equal 8 SCQF points (1 point = 10 hours of learning) at SCQF level 8. This means that the Unit will take the same time to study and will progress the learning to a higher level. 3.2 Core Skills The Core Skills are a group of five skills that are key to learning and working in today's world. Employers have identified Core Skills as those that are most likely to be needed in any work environment. This does not mean that every job will need people who are proficient in all five Core Skills but it does mean that every job will require some level of ability in some or all of these skills. The five Core Skills are: Communication, Numeracy, Information and Communication Technology (ICT), Problem Solving and Working with Others. Each Core Skill is available at levels 2 to 6 of the Scottish Credit and Qualifications Framework (SCQF). A brief description of each Core Skill is detailed below. A fuller description of each Core Skill at the SCQF levels 2 6 is available on the SQA s website Communication Communication skills underpin almost all personal, social, learning, and working activity. They are essential in clarifying one s own thoughts, in interacting and conversing with others, in expressing thoughts and in conveying information, feeling and opinions. The Core Skill in Communication has two components: Oral Communication Written Communication HND Computing: Technical Support (International) (GG5M 16) Course Tutor Guide 5

8 3.2.2 Numeracy Numeracy skills are necessary for coping with the demands of everyday life, including work and study. People need to be comfortable with numbers, and with graphs, symbols, diagrams and calculators. The Core Skill in Numeracy has two components: Using Graphical Information Using Number Information and Communication Technology (ICT) Information and Communication Technology (ICT) focuses on the ability to use Information Technology (IT) to process information in ways which will be useful in work and in the home it is not about developing IT specialists. The Core Skill in Information and Communication Technology (ICT) has two components: Accessing Information Providing/Creating Information Working with Others Working with Others develops the skills needed to co-operate with others in learning and working situations to identify and achieve shared goals. The Core Skill in Working with Others has two components: Working Co-operatively with Others Reviewing Co-operative Contribution Problem Solving Problem Solving develops the skills needed for tackling issues and problems in personal, social, vocational and occupational contexts. The Core Skill in Problem Solving has three components: Critical Thinking Planning and Organising Reviewing and Evaluating All qualifications offered by SQA are evaluated against the Core Skill framework and where opportunities exist to develop and/or achieve a Core Skill (embedded), these have been noted and a table is provided for each HND showing where these skills are embedded and/or developed. (See Appendices 1a and 1b). HND Computing: Technical Support (International) (GG5M 16) Course Tutor Guide 6

9 3.3 Assessment In the HND Computing: Technical Support award the focus is on teaching and learning to develop skills within the areas of Computing and in particular Computer Networking. Assessment is a natural part of learning and should be seen as a method of measuring learner progress in a Unit. Assessment amounts to approximately 10% of the overall Unit time allocation in the course. The reduction in time spent on assessment is an important aim of this award. Assessment will cover a variety of knowledge and practical skills as well as the more intellectual skills of planning and evaluating. These together with the Core Skills mean that a large number of different methods are employed to ensure that a learner 'can do what s/he is supposed to do' and 'knows what s/he is supposed to know'. A large proportion of Units take a project approach using the product of a previous assessment, as the foundation of the next and the purpose is to give the candidate a true reflection of how items being studied integrate and relate to industrial practice. Where this is practical, a holistic approach is encouraged to be taken by centres in assessing across a number of Outcomes within Units or across a number of Units. The benefit of such so-called cross-assessment, if it goes well, is the achievement of several Outcomes on several Units with just one assessment instrument. A matching disadvantage is that a failure results in several Units not being achieved. It would be wise for centres to consider separating out the 'retake' assessments of learners who have failed in their first attempt at a composite assessment instrument. It may be possible to combine the delivery of Units in such a way as to create a thematic delivery of the component Units. The ways in which Units may be integrated is left to centres but thematic delivery, as opposed to discrete Unit delivery, may reduce assessment and improve coherence of content. The normal rules of re-assessment apply to this award. Candidates are normally permitted one re-assessment, or, in exceptional circumstances, two re-assessments at the discretion of the centre. 3.4 Graded Units In the framework of every HND there are 3 SQA HN credits of Graded Unit. There are Graded Units built into the framework towards the latter part of Year 1 and Year 2. Depending on the HND, there may be three individual Graded Units of 1 SQA HN credit or there may be two Graded Units a 1-credit Unit and a 2-credit Unit. The purposes of Graded Units are to: demonstrate that the candidate has achieved the principal aims of the Group Award. demonstrate the candidate s ability to integrate the knowledge and understanding gained from other Units making up the Group Award. grade candidate performance. HND Computing: Technical Support (International) (GG5M 16) Course Tutor Guide 7

10 Graded Units are specific to the Group Award being delivered, and reflect the principal aims of that Group Award. This means that they will also clearly reflect the uniqueness of the title of the Group Award. The allocation of grades awarded are as follows: Grade A Candidate has achieved a mark of 70% or above Grade B Candidate has achieved a mark of between 60% and 69% Grade C Candidate has achieved a mark of between 50% and 59% F (Fail) Candidate has failed to reach the required standard and achieved a mark less than 50% 4 HND Computing: Technical Support 4.1 Target audience The HND Computing: Technical Support develops skills and knowledge in a range of technical support, server administration, network administration, problem solving, information and communication technology areas and interpersonal skills. The HND Computing: Technical Support is designed to lead to employment as: IT Support or operations technician, computer installation and maintenance engineer, IT user support technicians, Network Support administrator, or an IT and Telecoms engineer/it and Telecoms technician. Successful candidates should be able to progress to a range of degrees. 4.2 Access to the course As with all SQA qualifications, access will be at the discretion of the centre and the following recommendations are for guidance only. It should be noted that this qualification will be taught and assessed in English. Some examples of appropriate formal entry qualifications are specified below. They are not exhaustive or mutually exclusive and may be offered in a variety of combinations. An appropriate level of skill in the English language. Experience in the use of IT applications software. Different combinations of relevant National Qualifications, Vocational Qualifications and equivalent qualifications from other awarding bodies may be acceptable, as would suitable industry standard qualifications at an appropriate level. Mature learners with suitable work experience will be accepted for entry provided the enrolling centre believes that the learner is likely to benefit from undertaking the award. HND Computing: Technical Support (International) (GG5M 16) Course Tutor Guide 8

11 4.3 Aims of course The HND Computing: Technical Support award has a range of aims relating to academic and vocational progression. The principal aim of the award is to prepare the candidates for employment in IT technical support. The general aims of this award are to: 1 Develop candidates knowledge and skills in planning, developing and evaluating. 2 Develop employment skills, particularly relating to the IT industry. 3 Enable progression within the SCQF. 4 Develop study and research skills. 5 Develop learning and transferable skills (including Core Skills). 6 Provide academic stimulus. 7 Support candidates continuing professional development. 8 Update the contents of the award to reflect current professional practices and technologies. 9 Update the contents of the award to incorporate best practice in assessment, including a reduction in time spent on assessment and maximising the use of e- assessment. 10 Maximise flexibility (while maintaining coherence) in qualification design to permit centres to customise the award to their local needs. 11 Reduce the academic level of the award (in terms of SCQF levels). 12 Produce Units that are able to embrace external changes without regular updates. The specific aims of the award are: 13 Produce Units that are compatible with a wide range of vendors. 14 Prepare learners for employment in an IT or Computing post at technician or professional level in a technical support role. 15 Equip learners with a range of specialist technical support skills and knowledge in the use and support of computer systems. 16 Prepare learners for progression to further study on HE Computing courses. 17 Develop in learners an awareness of professional IT issues such as legal and ethical considerations. HND Computing: Technical Support (International) (GG5M 16) Course Tutor Guide 9

12 4.4 HND Computing: Technical Support Framework The table below shows the whole framework of Units for the HND Computing: Technical Support and includes their HN credit value and SCQF level. Unit name Unit code Credit value YEAR 1 Developing Software: Introduction H Professionalism and Ethics in Computing H1F Computer Systems Fundamentals H Troubleshooting Computer Problems H Team Working in Computing H HND Computing: Graded Unit 1 (Exam) H40F Client Operating Systems H1EM Computer Networks: Building Local Area Networks H17C Mathematics for Computing 1 D76E Cloud Computing H Computing: Introduction to Project Management H17D Technical Support: Supporting Users: Hardware H Technical Support: Supporting Users: Software H SCQF level YEAR 2 Mail Server Management H17N Software Development: Programming Foundations H17X Security Concepts H17V Network Server Operating Systems H16T Network Technology and Data Communications H16V Providing Technical Support to Users H3LN Open Source Operating Systems: Introduction to H18C Command Line Administration Open Source Operating Systems: Basic Server H18E Administration Managing a Web Server H16S HND Computing: Technical Support Graded Unit 2 (Project) H40J HND Computing: Technical Support (International) (GG5M 16) Course Tutor Guide 10

13 4.5 Core Skills All of the revised Units within this award have been assessed and validated against the Core Skills framework. Successful learners will exit from the HND Computing: Technical Support with the following Core Skills profile: Core Skill Certificated exit level Communication SCQF level 5 Numeracy SCQF level 5 Information and Communication Technology (ICT) SCQF level 6 Problem Solving SCQF level 6 Working with Others SCQF level 6 A detailed analysis of the Core Skills profile is provided in Appendices 1a and 1b. 4.6 Graded Unit Learners will take a 1-credit Graded Unit at SCQF level 7 in the first year of the HND Group Award, and a further 2-credit Graded Unit at SCQF level 8 in the second year of the HND Group Award. The Graded Units take the form of: HND Computing: Graded Unit 1 (H40F 34) Examination at SCQF level 7 1 SQA HN credit HND Computing: Technical Support Graded Unit 2 (H40J 35) Project (Investigation) at SCQF level 8 2 SQA HN credits Further details are provided in Section Transitional Arrangements HN awards in Computing have a long tradition of providing detailed guidance on credit transfer between existing and new awards. 3 This is done, at the request of centres and External Verifiers, to ensure consistency between centres. Credit transfer tables have been provided in this subject area since However, final decisions relating to credit transfer lies with centres. HNC Computing was validated by SQA in December 2011 and HND Computing awards are due for validation in March These courses will replace a number of older Group Awards including: 3 Standard SQA policy is to permit centres to decide on credit transfer. HND Computing: Technical Support (International) (GG5M 16) Course Tutor Guide 11

14 G7GL 15 G7DX 15 G7DY 16 G7TT 16 G7TR 16 HNC Computing HNC Computer Networking HND Computer Networking and Internet Technology HND Computing: Software Development HND Computing: Technical Support These Group Awards have been available since 2004/2005 and themselves replaced older Group Awards, dating back to This section covers full credit transfer from Units in the 2004/2005 Group Awards to Units in the 2012 Group Awards. When new Group Awards are introduced, learners often wish to transfer between the old and the new frameworks. For example, they may have started on an HNC under an older framework and wish to complete their HND on the new framework, or they may have completed Units some time ago and wish to use these as part of an HNC or HND under the new framework. To assist in this process, SQA normally provides centres with guidance on Credit Transfer between the old and the new frameworks. SQA have clear criteria for deciding if two syllabuses are equivalent. All the following criteria must be satisfied if full credit transfer is to be recognised between both syllabuses: 1 The syllabuses have the same SCQF levels. 2 The syllabuses have the similar credit values (or equivalent). 3 The syllabuses are equivalent in terms of Core Skill coverage. 4 The syllabuses relate to the same subject area and the main topics are common to both. 5 The syllabuses present a similar level of cognitive demand. 6 The syllabuses encompass similar skill-sets. 7 The syllabuses are contemporary in terms of terminology, techniques and technology. 8 Employers, admission officers and other users would perceive both syllabuses as broadly equivalent. 9 The assessment demands are similar in terms of candidate activity and Performance Criteria, or candidates would be equally likely to pass both assessments. 10 Special conditions (where they exist) are applicable to both syllabuses. The following table shows some equivalent Units relevant to the Group Award which have been approved by an External Verifier. Many of the new (2011/2012) Units in this table are revisions of the old (2004/2005) Units, making credit transfer more credible and easier to identify. Units within computing related frameworks prior to 2004 are not eligible for credit transfer into the new framework due to the importance of contemporary skills in this sector. This guidance is of an advisory nature. The final decision on whether or not to grant credit transfer must be made by the centre and is subject to external moderation. However, external moderators are unlikely to raise objections to any credit transfer based on the advice given here. HND Computing: Technical Support (International) (GG5M 16) Course Tutor Guide 12

15 2004/2005 GROUP AWARD UNITS 2013 GROUP AWARD UNITS Unit No Unit title Unit No Unit title DF9M 34 Client Operating System H1EM 34 Client Operating Systems DN4P 35 DH31 34 D75V 35 Computing: Technical Support: Graded Unit 2 (Project) Computer Networks: Building Local Area Networks Computer Networks: Network Technology and Data Communications H40J 35 H17C 34 H16V 35 HND Computing: Technical Support: Graded Unit 2 (Project) Computer Networks: Building Local Area Networks Network Technology and Data Communications F0N0 35 Professional Issues in Computing H1F7 34 Professionalism and Ethics in Computing DH21 34 Working Within a Project Team AND H Team Working in Computing D75X 34 Information Technology: Applications Software 1 HND Computing: Technical Support (International) (GG5M 16) Course Tutor Guide 13

16 5 Course delivery of an HND 5.1 How the course is delivered All tutors must ensure that they deliver this course using teaching methods that engage learners in active learning to encourage them to participate in the learning activities set. All SQA qualifications are designed to enable learners to develop their knowledge and skills and then they are required to apply this new knowledge/skill to a new situation. Criterion-referenced assessments assume that all parties are fully informed of the criteria that candidates must achieve and the assessment conditions under which the candidates carry out the assessment activity. 4 To ensure that learners are fully prepared it is essential that tutors provide as many opportunities as possible for learners to be actively engaged throughout the learning process. Learners should: be fully informed of the criteria they must achieve. be offered a range of learning activities to research, analyse and apply new knowledge/skills to new situations. be offered opportunities to experience the type of activity that they will be required to carry out as part of the summative assessment. be able to critically evaluate their personal contribution and to receive feedback from the tutor on how to enhance their understanding. Tutors should develop a learning, teaching and assessment plan for each Unit within the course and provide activities that learners should undertake. Each Unit should have a master folder containing the Unit specification, teaching materials, the teaching and assessment plan along with assessment exemplars and re-assessments. The teaching materials and teaching plan should provide details of activities that learners should undertake. Typically they include activities such as small group/whole class discussion, group problem solving, eg analysing a case study and offering solutions based on the new learning, group project work to find examples, to research new knowledge and to present their findings to their fellow learners. The following is a list of learning activities but it is not exhaustive: Lectures Tutorials Study packs Problem based scenarios Case studies Group/team work Online materials IT based teaching materials 4 For further information about different assessment activities whether they be for formative or summative purposes, tutors may wish to complete the new online course: Produce HN Assessments for successful prior verification OR read the SQA Guide to Assessment HND Computing: Technical Support (International) (GG5M 16) Course Tutor Guide 14

17 Projects Quizzes Research and presentation of findings to fellow learners Role play Short response questions, multiple-choice questions Create questions for other learners (with answers), etc Tutors should consider the nature of the assessment method as well as the assessment content when planning learning activities so that learners are appropriately prepared. It is the tutor s responsibility to explain to the learners what is required of them and then to direct, encourage, co-ordinate and support learners to complete the activity. It is also the tutor s responsibility to ensure the resources needed are available to the learners. Materials should be reviewed on a regular basis to ensure they are still relevant. Some activities could require learners to work in pairs or small groups to discuss issues or to solve a given problem. Other activities could require the learner to undertake some independent research out with the classroom and to bring their findings to the next lesson and present this to the class in a report or presentation format. Some Units will require the learner to undertake independent reading and learners should be prepared to discuss key issues within the classroom as organised and led by the tutor. In practical skills classes, learners should be directed to use practice exercises to enable them to become proficient. Tutors may demonstrate the skill first and then coach the learners individually when unsure. In terms of developing independent learners, in the case of information technology, learners should be encouraged to independently use the online Help facilities within applications. It should be noted that even in practical classes, learners should be encouraged to work in small groups and to support one another as part of the learning process by explaining to another; a learner has to reformulate and communicate the learning point thus deepening their learning. When undertaking group work, learners should be encouraged/directed to work with different groups each time they attempt a new task so that they get to know and work with a wide range of individuals. The groups should be given clear task activities. Tutors should note the various roles assigned to the group members and they should set a time limit for the completion of the task. At the end of each activity tutors should make time to receive feedback from each group so that they can assess knowledge and understanding and use the feedback session to repeat important key points and to clear up any misunderstandings. Tutors must also provide feedback to learners on their performance in activities, etc. Where centres have access to electronic resources such as Virtual Learning Environments, Blogs, Wikis, etc tutors/lecturers are encouraged to use these collaborative tools in the learning process. HND Computing: Technical Support (International) (GG5M 16) Course Tutor Guide 15

18 5.2 Support for learners All tutors delivering on a course have a collective responsibility to ensure that all learners are supported in a manner that meets their individual needs as they progress through the course. Each individual tutor has a role to monitor an individual learner s understanding and progress at Unit level and feed comments to the Course Team. At individual Unit level, tutors may wish to use a range of mechanisms to support learners and to establish if learners are progressing well on the course. 6 HND Computing: Technical Support course delivery 6.1 Teaching plan The Units that make up this Group Award are listed in Section 6.2 Overview of Units. This Section Teaching plan provides a suggested delivery schedule for the Units and highlights the best way to sequence the Units over two years. When constructing this teaching plan consideration was given to the following points: Year 1 will contain Units which are mainly at SCQF level 7. Year 2 will contain Units which are mainly at SCQF level 8 and there should be a natural progression from some of the Units delivered in Year 1 to those being delivered in Year 2. Some Units are 2-credit and thought must be given as to whether the Unit should be covered in one semester or across the whole year. Finally, the Graded Units completed at the end of Years 1 and 2 are based on some of the mandatory Units. The Units being assessed as part of the Graded Unit, must be delivered and assessed to ensure that sufficient learning will have taken place to enable the learners a fair opportunity at achieving the Graded Unit at an appropriate grade. Learners will study 15 credits worth of Units in each year. One semester will have 7 credits and one semester 8 credits. The weighting of these Units will depend on the relationship of the relevant Unit with other Units in terms of prior knowledge needed and/or complementary knowledge. HND Computing: Technical Support (International) (GG5M 16) Course Tutor Guide 16

19 Rationale for the suggested delivery schedule Two suggested delivery schedules have been given for Year 1 and Year 2 of HND Computing: Technical Support Option A and Option B. The majority of the SCQF level 7 Units have been included in Year 1, so that learners are provided with introductory knowledge and understanding in the subject areas of Computer and Operating system fundamentals, network and security theory, professional issues, teamworking, project management, and software development. The majority of the Units in Year 2 are SCQF level 8 Units that will develop on the knowledge and understanding gained in Year 1. Learners will be able to extend their knowledge and skills in Network Technology and Data Communications, Web and Mail Server management, Open Source Operating Systems, and Network and Server administration Year 1: Suggested delivery schedule Year 1 Option A Semester 1 Semester 2 Developing Software: Introduction (H173 34) SCQF level 7, 1 HN credit HND Computing: Graded Unit 1 (Exam) (H40F 34) SCQF level 7, 1 HN credit Professionalism and Ethics in Computing (H1F7 34) SCQF level 7, 1 HN credit Computer System Fundamentals (H175 34) SCQF level 7, 1 HN credit Troubleshooting Computer Problems (H177 34) SCQF level 7, 1 HN credit Teamworking in Computing (H178 34) SCQF level 7, 1 HN credit Mathematics for Computing 1 (D76E 34) SCQF level 7, 1 HN credit Cloud Computing (H179 34) SCQF level 7, 1 HN credit Technical Support: Supporting Users: Hardware (H183 34) SCQF level 7, 1 HN credit Technical Support: Supporting Users: Software (H184 34) SCQF level 7, 1 HN credit Security Concepts (H17V 34) SCQF level 7, 2 HN credits Client Operating Systems (H1EM 34) SCQF level 7, 2 HN credits Computing: Introduction to Project Management (H17D 34) SCQF level 7, 1 HN credit Eight Units studied at SCQF level 7, (6 credits completed) Seven Units studied at SCQF level 7, (9 credits completed) HND Computing: Technical Support (International) (GG5M 16) Course Tutor Guide 17

20 Rationale for Year 1 (Option A) In this option all the core level 7 Units (H173 34, H1F7 34, H175 34, H177 34, and H178 34) are completed in Semester 1. These Units are generic to all HN Computing courses, and include the Core Skills and concepts which will underpin the rest of the course. The Graded Unit exam (H40F 34) which tests knowledge and skills included in the core Units is taken in Semester 2. Computing: Introduction to Project Management (H17D 34) is also taken in Semester 1 and will help candidates with both Teamworking in Computing (H178 34) and other Units. The two level 7 Units Client Operating Systems (H1EM 34) and Security Concepts (H17V 34) are taken over both semesters, allowing more time to complete these 2-credit Units. The remaining single credit level 7 Units are taken in Semester 2, and along with the previous Units will provide an underpinning foundation for the more advanced Units taken in Year 2. Key features of Year 1 (Option A) The core generic Units are completed in Semester 1 providing a sound foundation for the rest of the course All subjects necessary for the Graded Unit exam are taken in Semester 1 6 credits are completed in Semester 1 which should help to build learners confidence for Semester 2 the two double credit level 7 Units are taken over both semesters allowing more time for completion HND Computing: Technical Support (International) (GG5M 16) Course Tutor Guide 18

21 Year 1 Option B Semester 1 Semester 2 Developing Software: Introduction (H173 34) SCQF level 7, 1 HN credit HND Computing: Graded Unit 1 (Exam) (H40F 34) SCQF level 7, 1 HN credit Professionalism and Ethics in Computing (H1F7 34) SCQF level 7, 1 HN credit Computer System Fundamentals (H175 34) SCQF level 7, 1 HN credit Troubleshooting Computer Problems (H177 34) SCQF level 7, 1 HN credit Teamworking in Computing (H178 34) SCQF level 7, 1 HN credit Client Operating Systems (H1EM 34) SCQF level 7, 2 HN credits Mathematics for Computing 1 (D76E 34) SCQF level 7, 1 HN credit Cloud Computing (H179 34) SCQF level 7, 1 HN credit Technical Support: Supporting Users: Hardware (H183 34) SCQF level 7, 1 HN credit Technical Support: Supporting Users: Software (H184 34) SCQF level 7, 1 HN credit Security Concepts (H17V 34) SCQF level 7, 2 HN credits Computing: Introduction to Project Management (H17D 34) SCQF level 7, 1 HN credit Seven Units studied at SCQF level 7, (8 credits completed) Six Units studied at SCQF level 7, (7 credits completed) Rationale for Year 1 (Option B) In this option all the core level 7 Units (H173 34, H1F7 34, H175 34, H177 34, and H178 34) are completed in Semester 1. These Units are generic to all HN Computing courses, and include the Core Skills and concepts which will underpin the rest of the course. The Graded Unit exam (H40F 34) which tests knowledge and skills included in the core Units is taken in Semester 2. Computing: Introduction to Project Management (H17D 34) is also taken in Semester 1 and will help candidates with both Teamworking in Computing (H178 34) and other Units. The remaining single credit level 7 Units are taken in Semester 2, and along with the previous Units will provide an underpinning foundation for the more advanced Units taken in Year 2. The 2-credit level 7 Unit Client Operating Systems (H1EM 34) is completed in Semester 1, before the 2-credit level 7 Unit Security Concepts (H17V 34) is done in Semester 2. As H1EM 34 is completed by end of Semester 1 option B has the advantage of allowing for completion of more Units in Semester 1. HND Computing: Technical Support (International) (GG5M 16) Course Tutor Guide 19

22 Key features of Year 1 (Option B) The core generic Units are completed in Semester 1 providing a sound foundation for the rest of the course All subjects necessary for the Graded Unit exam are taken in Semester 1 8 credits are completed in Semester 1 which should help to build learners confidence for Semester 2 all Units are completed inside a single semester Year 2: Suggested delivery schedule Year 2 Option A Semester 1 Semester 2 Computer Networks: Building Local Area Networks (H17C 34) SCQF level 7, 2 HN credits Network Technology and Data Communications (H16T 35) SCQF level 8, 2 HN credits Mail Server Management (H17N 34) SCQF level 7, 1 HN credit Network Server Operating Systems (H16T 35) SCQF level 8, 2 HN credits Open Source Operating Systems: Introduction to Command Line Administration (H18C 35) SCQF level 8, 1 HN credit Managing a Webserver (H16S 35) SCQF level 8, 2 HN credits HND Computing: Technical Support Graded Unit 2 (Project) (H40J 35) SCQF level 8, 2 HN credits Open Source Operating Systems: Basic Server Administration (H18E 35) SCQF level 8, 1 HN credit Providing Technical Support to Users (H3LN 35) SCQF level 8, 1 HN credit Software Development: Programming Foundations (H17X35) SCQF level 7, 1 HN credit Six Units studied: 3 at SCQF level 7, three at SCQF level 8 (6 credits completed) Five Units studied: 1 at SCQF level 7, four at SCQF level 8, (9 credits completed) Rationale for Year 2 (Option A) The Graded Unit HND Computing: Technical Support Graded Unit 2 (Project) (H40J 35) is taken in Year 2 Semester 2 to allow the input of skills and knowledge acquired in Year 1 and from the Year 2 Semester 1 Units Network Server Operating Systems (H16T 35), Open Source Operating Systems: Introduction to Command Line Administration (H18C 35), and Providing Technical Support to Users (H3LN 35). HND Computing: Technical Support (International) (GG5M 16) Course Tutor Guide 20

23 The Open Source level 8 Units are related and there is a natural progression from Open Source Operating Systems: Introduction to Command Line Administration (H18C 35) in Semester 1 to Open Source Operating Systems: Basic Server Administration (H18E 35) taken in Semester 2. There should be opportunities for course and assessment integration between Computer Networks: Building Local Area Networks (H17C 34), and Network Technology and Data Communications (H16T 35) where similar topics are covered. Key features of Year 2 (Option A) Natural progression between Units 6 credits are completed in Semester 1 which should help to build learners confidence for Semester 2 Key subjects recommended for the Graded Unit project are taken in Semester 1 Year 2 Option B Semester 1 Semester 2 Network Technology and Data Communications (H16T 35) SCQF level 8, 2 HN credits Computer Networks: Building Local Area Networks (H17C 34) SCQF level 7, 2 HN credits Mail Server Management (H17N 34) SCQF level 7, 1 HN credit Network Server Operating Systems (H16T 35) SCQF level 8, 2 HN credits Open Source Operating Systems: Introduction to Command Line Administration (H18C 35) SCQF level 8, 1 HN credit Managing a Webserver (H16S 35) SCQF level 8, 2 HN credits HND Computing: Technical Support Graded Unit 2 (Project) (H40J 35) SCQF level 8, 2 HN credits Open Source Operating Systems: Basic Server Administration (H18E 35) SCQF level 8, 1 HN credit Providing Technical Support to Users (H3LN 35) SCQF level 8, 1 HN credit Software Development: Programming Foundations (H17X35) SCQF level 7, 1 HN credit Six Units studied: two at SCQF level 7, four at SCQF level 8 (8 credits completed) Four Units studied: one at SCQF level 7, three at SCQF level 8, (7 credits completed) HND Computing: Technical Support (International) (GG5M 16) Course Tutor Guide 21

24 Rationale for Year 2 (Option B) The Graded Unit HND Computing: Technical Support Graded Unit 2 (Project) (H40J 35) is taken in Year 2 Semester 2 to allow the input of skills and knowledge acquired in Year 1 and from the Year 2 Semester 1 Units Network Server Operating Systems (H16T 35), Open Source Operating Systems: Introduction to Command Line Administration (H18C 35), and Providing Technical Support to Users (H3LN 35). The Open Source level 8 Units are related and there is a natural progression from Open Source Operating Systems: Introduction to Command Line Administration (H18C 35) in Semester 1 to Open Source Operating Systems: Basic Server Administration (H18E 35) taken in Semester 2. There should be opportunities for course and assessment integration between Computer Networks: Building Local Area Networks (H17C 34), and Network Technology and Data Communications (H16T 35) where similar topics are covered. The 2-credit level 8 Unit Network Technology and Data Communications (H16T 35) is completed in Semester 1, before the 2-credit level 7 Unit Computer Networks: Building Local Area Networks (H17C 34)) is done in Semester 2. As H16T 34 is completed by end of Semester 1 option B has the advantage of allowing for completion of more Units in Semester 1. This option also guarantees that all the Group Award mandatory Units are completed by the end of Year 2 Semester 1. Key features of Year 2 (Option A) Natural progression between Units 8 credits are completed in Semester 1 which should help to build learners confidence for Semester 2 Key subjects recommended for the Graded Unit project are taken in Semester 1 All Units completed in a single semester All mandatory Units completed by end of semester Year 2 Semester Overview of Units An overview of each Unit delivered in Years 1 and 2 is given below. However, tutors should refer to the Unit specification for full details of the Knowledge and/or Skills to be covered and Evidence Requirements. The Evidence Requirements clearly state the type of evidence required, the standard of evidence required and any conditions of assessment. The Unit specification also contains guidance on the delivery and assessment of the Unit. HND Computing: Technical Support (International) (GG5M 16) Course Tutor Guide 22

25 Year 1 Units Developing Software: Introduction H This 1-credit Unit is designed to enable candidates to develop basic software development skills. The design and implementation of the constructs of programming (variables, sequence, selection, iteration, functions and parameter passing) will be covered in the context of a development environment. Test plans, test cases and program documentation will also be introduced. This introduction will provide a basis for further study in software development using a range of programming languages. There are two Outcomes in this Unit 1 Implement and test code to carry out tasks following a given design. 2 Prepare technical documentation in line with good practice. Throughout this Unit candidates will learn to use tools and techniques for basic software development using a suitable development environment determined such as structured C++ or any other language with a structured development environment. The choice of language will be at the discretion the centre. Candidates will learn how to code simple tasks and how this code interacts with the system. In addition they will learn to troubleshoot your code so that it runs error free and produces the desired results. This will involve rigorous testing and it is necessary that tutors stress the importance of testing and techniques that can be used and allow candidates to develop skills in testing. Candidates should be given designs to follow and this should be used to help code solutions. This Unit is assessed by practical assessment. All theoretical aspects of development should be demonstrated within a practical context. Content of this Unit is also assessed in Graded Unit 1. Professionalism and Ethics in Computing H1F7 34 This 1-credit Unit is designed to allow candidates to gain the knowledge and understanding required to carry out the day to day duties and activities required of a computing professional in an ethical manner with due attention to business, society and legal requirements. The Unit consists of four Outcomes which inter-relate to one another, to assist in development of a knowledge base and understanding of a computing professional s responsibilities in regard to: HND Computing: Technical Support (International) (GG5M 16) Course Tutor Guide 23