Competency Based Curriculum

Competency Based Curriculum (Classes 9 to 12; NSQF Levels 1 to 4) Course: IT-ITes (Job Role: Domestic IT Helpdesk Attendant, QP Ref. Id.: SSC/Q0110) Dr.Vinay Swarup Mehrotra Professor & Head Curriculum Development and Centre (CDEC), National Skills Qualifications Framework Cell (NSQFC) and Electronic Media Development Centre (EMDC) PSS Central Institute of Vocational Education (a constituent unit of NCERT, an autonomous organization under Ministry of Human Resource Development, Government of India) Shyamla Hills, Bhopal 462 013, M.P., India

COMPETENCY BASED CURRICULUM IT-ITeS (Job Role: Domestic IT Helpdesk Attendant, QP Ref. Id.: SSC/Q0110) (Classes 9 to 12; NSQF Levels 1 to 4) March, 2015 Publication No: 250-7-2-3H No of copies: 300 PSS Central Institute of Vocational Education, 2015 ALL RIGHTS RESERVED No part of this publication may be reproduced, stored in a retrieval system or transmitted, in any form or by any means, electronically, mechanical, photocopying, recording or otherwise without prior permission of the publisher. This document is supplied subject to the condition that it shall not, by way of trade, be lent, resold, hired out or otherwise disposed of without the publisher s consent in any form of binding or cover other than that in which it is published. The document is only for free circulation and distribution. Coordinator Dr. Vinay Swarup Mehrotra Professor & Head Curriculum Development and Centre (CDEC), National Skills Qualifications Framework Cell (NSQFC) and Electronic Media Development Centre (EMDC) Production Assistant Shri A.M. Vinod Kumar Published by the Joint Director, PSS Central Institute of Vocational Education, Shyamla Hills, Bhopal-462 013, M.P. India and printed at Gupta Graphics, Bhopal.

Preface The Ministry of Human Resource Development (MHRD), Government of India introduced vocational courses from Class 9 th onwards under the revised Centrally Sponsored Scheme of Vocationalisation of Secondary and Higher Secondary Education (CSS of VS & HSE). The MHRD also developed a National Vocational Education Qualifications Framework (NVEQF), which was subsumed in National Skills Qualifications Framework (NSQF) in 2013. The NSQF organizes qualifications according to a series of levels of knowledge and skills. These levels are defined in terms of learning outcomes i.e. the competencies (knowledge, skills and attitude) which the learners must possess, regardless of whether they were acquired through formal, non-formal or informal education and training system. Qualifications are made up of occupational standards for specific areas of learning units or unit of competency. Units of competency are the specification of knowledge and skill to the standard of performance expected in the workplace. The unit of competency or National Occupation Standards, comprising generic and technical competencies that an employee should possess, are laid down by the Sector Skill Council (SSC) of the respective economic or social sector. Competency is defined in terms of what a person is required to do (performance), under what conditions it is done (conditions) and how well it is to be done (standards). It can be broadly categorized into foundational, practical and reflexive competencies. Generic competencies are considered essential for a person to participate effectively in the workforce, whereas technical competencies are an individual s knowledge and expertise in the specific group task, its processes and its rules and regulations. The competency based curriculum is broken down into coherent parts known as Units. Each Unit is further broken down into knowledge and skills on the basis of which evidence is to be provided by the learner and the evaluation is to be done by the teacher or trainer. The PSS Central Institute of Vocational Education (PSSCIVE), a constituent unit of National Council of Educational Research & Training (NCERT) is an apex research and development Institute for vocational education. The institute has been mandated by the MHRD to develop curricula and courseware for vocational subjects to be introduced from Classes 9 to 12 (NSQF level 1-4) under the NSQF. The curriculum has been developed and reviewed by a group of experts and their contributions are admirably acknowledged. The utility of the curriculum will be adjudged by the qualitative improvement that it brings about in teaching-learning in vocational subjects. The feedback and suggestions on the content will be of immense value to us in bringing about necessary improvement in the curriculum. Prof. (Dr.) R.B. Shivagunde Joint Director and Head, PSS Central Institute of Vocational Education, Bhopal

Contents 1. About the course 01 2. Objectives of the course 02 3. Course structure 03 4. Classroom activities 05 5. Practical activities 05 6. On-the-job training 05 7. Certification 05 8. Units NSQF Level 1 (Class 9) ITHA101- : Computer Fundamentals -I 06 ITHA102- : Communication at Workplace 07 ITHA103- : Computer Operating Systems - I 08 ITHA104- : Health, Safety and Security at Workplace - I 10 ITHA105- : IT Helpdesk System Fundamentals 11 ITHA106- : Fundamentals of Network Operating Systems 13 NSQF Level 2 (Class 10) ITHA201-: Computer Fundamentals -II 14 ITHA202-: Communication at Workplace (Basic) 15 ITHA203-: Computer Operating Systems-II 17 ITHA204-: Ergonomics-Health, Safety and Security-II 17 ITHA205-: IT Helpdesk Communication 19 ITHA206-: IT Helpdesk Server Operating System Installation and Operation 20 ITHA207-: IT Helpdesk Network Operating Systems Installation and Operation 20 NSQF Level 3 (Class 11) ITHA301-: Computer Fundamentals -III 21 ITHA302-: Communication at Workplace (Intermediate) 22 ITHA303-: Computer Operating Systems-III 23 ITHA304-: Health, Hygiene, Safety and Ergonomics 24 ITHA305-: IT Helpdesk System Support 25 ITHA306-: IT Helpdesk Operating System Support 26 ITHA307-: IT Helpdesk Network Operating System Support 26 NSQF Level 4 (Class 12) ITHA401-: Computer Fundamentals IV 27 ITHA402-: Communication at Workplace (Advanced) 29 ITHA403-: Computer Operating Systems - IV 30 ITHA404-: Customer Centricity 31 ITHA405-: IT Helpdesk System Maintenance 32 ITHA406-: IT Helpdesk Server Operating System Maintenance and Troubleshooting 33 ITHA407-: IT Helpdesk Network Operating System Maintenance and Troubleshooting 34 9. List of reference books 34 10. Assessment guide 35 11. List of equipment and materials 37 12. Teacher s qualifications 37 13. List of contributors 38

1 1.0 About the Course Information Technology (IT) and Information Technology-enabled Services (ITeS) are one of the most significant growth stimulator of the Indian economy. IT and ITes industry has not only influenced the employment prospects of the people but also affected the social lives of the people by connecting them through network and social websites. The major segments of the IT-ITes Industry are IT Services, Business Process Outsourcing (BPO), engineering services, research and development and products. IT Products being manufactured in India include personal computers, servers, workstations, supercomputers, data processing equipment, printers, digitizers, etc. Much of the IT related activities are centred on services in Banking, Financial Services, Insurance, Tele, Manufacturing, and Retail. Indian IT Industry has been contributing substantially to India's Gross Domestic Product, exports and employment. The sector is responsible for enabling employment to an additional 8.9 million people in various associated sectors, such as security, transportation, housekeeping, catering, etc. It has grown tremendously over the last 15 years. The industry employs around 2.2 million people. Internet has made revolutionary changes with possibilities of online booking of tickets rail or air, filing Income Tax returns, online application for passports, online banking, etc. With an internet user-base of over 125 million, which is likely to grow to about half-a-billion over the next few years, and also an established base of 950 million mobile users, India will be a key player in the cyber-world. IT Helpdesk Attendant in IT-ITeS Industry is also known as Helpdesk Executive, Service Desk Executive, Technology Support Executive, IT Support Executive, and Helpdesk Coordinator. An IT Helpdesk Attendants are the initial point of contact for internal company customers seeking assistance and support with the company s intranet, desktop devices, and other business applications that are maintained by the support team. Primary responsibility of individuals at this job is to provide user support, managing Customer Service Desk application, responding to all incoming service requests and customer service, quickly diagnose technical issues and arrange solutions during normal operational business hours. They are responsible for the smooth running of computer systems and ensuring that the users get maximum benefits from them. The tasks of a IT Helpdesk Attendant vary, depending on the size and structure of the organization and may include installing and configuring computer operating systems and applications; monitoring and maintaining computer systems and networks, dealing with staff/clients either face to face or over the telephone to help set up systems or resolve issues, troubleshooting network problems and diagnosing and solving hardware/software faults. The job of IT Helpdesk Attendant requires the individual to have thorough various technology trends and processes as well as have updated knowledge about IT initiatives. An IT Helpdesk Attendant should be highly motivated and energetic so as to respond to all issues, update internal customers on status, solicits additional information, and troubleshoots issues. After completing the course, one can explore job opportunities in IT multi-national companies, private IT organizations, IT call centres, IT software or equipment suppliers and IT maintenance companies.

2 2.0 Objectives of the Course On completion of this course, you will be able to: modern computers and their parts and peripherals Communicate effectively at workplace Describe the use of various operating systems and software health, safety and security issues Follow best practices in IT Helpdesk fundamentals of Helpdesk system fundamentals of network operating systems Microsoft Word, Excel, Access and the internet Administer and manage files on Windows and Linux Operating Systems Identify security issues and avoid hazards, accidents and injuries Configure devices and use utilities of Windows and Linux Operating Systems Troubleshoot devices in Windows and Linux Operating Systems customer centric attitude for a IT Helpdesk Attendant Describe the basics of IT Helpdesk system maintenance basics of IT Helpdesk server operating system maintenance and troubleshooting

3 3.0 Course Structure This course is a planned sequence of instructions consisting of modules called as Units. NSQF Level 1 (Class 9) S. No. Unit Code Unit Title No. of Notional Learning Hours Pre-requisite Unit, if any 1. ITHA101- Computer Fundamentals I 25 Nil 2. ITHA102- Communication at Workplace 25 Nil 3. ITHA103- Computer Operating Systems - I 15 Nil 4. ITHA104- Health, Safety and Security at Workplace- I 15 Nil 5. ITHA105- IT Helpdesk System Fundamentals 25 Nil 7. ITHA106- Fundamentals of Network Operating Systems 20 Nil Total 125 Successful completion of 125 hours of theory sessions and 75 hours of practical activities and on-the-job learning is to be done for full qualification. NSQF Level 2 (Class 10) S. No. Unit Code Unit Title No. of Notional Learning Hours Pre-requisite Unit, if any 1. ITHA201- Computer Fundamentals -II 30 ITHA101-2. ITHA202- Communication at Workplace (Basic) 30 ITHA102-3. ITHA203- Computer Operating Systems-II 15 ITHA103-4. ITHA204- Ergonomics- Health, Safety and Security-II 15 Nil 5. ITHA205- IT Helpdesk Communication 15 Nil 6. ITHA206- IT Helpdesk Server Operating System Installation and Operation 15 Nil ITHA207- IT Helpdesk Network Operating Systems Installation and Operation 15 Nil Total 135 Successful completion of 135 hours of theory sessions and 65 hours of practical activities and on-the-job learning is to be done for full qualification.

4 NSQF Level 3 (Class 11) S. No. Unit Code Unit Title No. of Notional Learning Hours Pre-requisite Unit, if any 1. ITHA301- Computer Fundamentals -III 30 ITHA201-2. ITHA302- Communication at Workplace (Intermediate) 30 ITHA202-3. ITHA303- Computer Operating Systems-III 15 ITHA203-4. ITHA304- Health, Hygiene, Safety and Ergonomics 10 ITHA204-5. ITHA305- IT Helpdesk System Support 15 Nil 6. ITHA306- IT Helpdesk Operating System Support 15 Nil 7. ITHA307- IT Helpdesk Network Operating System Support 15 Nil Total 130 Successful completion of 130 hours of theory sessions and 170 hours of practical activities and on-thejob learning is to be done for full qualification. NSQF Level 4 (Class 12) S. No. Unit Code Unit Title No. of Notional Learning Hours Pre-requisite Unit, if any 1. ITHA401- Computer Fundamentals IV 25 ITHA301-2. ITHA402- Communication at Workplace (Advanced) 30 ITHA302-3. ITHA403- Computer Operating Systems- IV 15 ITHA303-4. ITHA404- Customer Centricity 10 Nil 5. ITHA405- IT Helpdesk System Maintenance 15 Nil 6. ITHA406- IT Helpdesk Server Operating System Maintenance and Troubleshooting 7. ITHA407- IT Helpdesk Network Operating System Maintenance and Troubleshooting 15 Nil 15 Nil Total 125 Successful completion of 125 hours of theory sessions and 175 hours of practical activities and on-thejob learning is to be done for full qualification.

5 4.0 Classroom Activities Classroom activities are an integral part of this program and interactive lecture sessions, followed by discussions should be conducted by trained teachers. Teachers should make effective use of a variety of instructional aids, such as Videos, Colour Slides, Charts, Diagrams, Models, Exhibits, Hand-outs, Recorded Compact Discs, etc. to transmit knowledge in projective and interactive mode. 5.0 Practical Activities Activities that provide practical experience in laboratory set up would include hands on training on case based problems, role play, games, etc. on various incidents and practical exercises in skill lab. Equipment and supplies should be provided to enhance hands-on experiences for students. Trained personnel should teach specialized techniques. A training plan signed by teacher that reflects equipment, skills and tasks should be prepared for training of the students in the organization/industry. 6.0 On-the-Job Training On-the-job training (OJT) occurs whenever more experienced employee or supervisor teaches less experienced person on how to do one or more tasks of a job. The training utilizes actual equipment and materials. OJT should be undertaken in a structured manner with a training plan under the supervision of an experienced trainer or supervisor. A training plan that reflects tasks to be performed and competencies to be imparted should be prepared and signed by the student, teacher, and supervisor at the workplace for training of the students in the organization/industry. The trainer should break down all the steps of the job and train the students as per the training plan. In a structured OJT, the following steps should be followed: Step 1: The Instructor or the trainer tell, show, demonstrate, and explain. The trainer gives an overview of the task while explaining the constructional details and use of the tools, equipment, materials, etc. in performing the tasks. Step 2: The Instructor or the trainer demonstrates each step in detail, actually doing the steps of the task and explaining each step, one at a time, while the trainee watches. The steps may not necessarily be demonstrated in the sequence of actual operation, as sometimes it is better that simple tasks are demonstrated first to build confidence. Showing finished products at each appropriate step will help the leaner understand what is required as outcome. While demonstrating, the trainer explains why each step is done in the way it is done. Step 3: It involves direct trainee participation. The trainer monitors the progress on a checklist of competencies and offers feedback and pointers where and when needed. Step 4: The trainee practices with clearly defined targets for performance standards. 7.0 Certification Upon successful completion of this course the State Education Board and the IT-ITeS Sector Skill Council (NASSCOM) will provide a certificate to the student verifying the competencies acquired by the candidate. For more details about SSC visit the website of IT-ITeS Sector Skill Council at http://www.nasscom.in/

6 8.0 Syllabus - Achievement Standards and Teaching/s NSQF Level 1 (Class 9) ITHA 101- Classroom and Computer Lab Unit Title: Computer Fundamentals - I Duration: 25 hours Learning Outcome Knowledge Performance the role and importance of Information Technology in various sectors of economy role and importance of Information Technology in economic activities 1. importance of computers in banking,, business, healthcare, education, media, travel & ticketing and sports sector Role and importance of IT in economic activities Group discussion on Information Technology Prepare presentation computer system parts of a computer system 2. Describe different types of computer software 3. Enlist various input and output devices of the computer system 4. Differentiate between system software and application software 1. Identify various components of computer system 2. Identify various input and output devices of computer system 3. Start and shut down a computer system lecture: Introduction to computer system Practice session on identification of various components, input and output devices of the computer system Describe the functions of motherboard, processor and adapter cards anatomy of motherboard 2. State the types of motherboard 3. Describe the function of processor, adapter cards and SMPS 4. Differentiate between video card, sound card and NIC card 1. Identify the various parts of CPU 2. Identify various adapter/expansion cards 3. Prepare a chart of the function of various adapter cards Functions of motherboard, processor and adapter cards Practice session on identification and connection of internal parts of computer functions and specifications of input and output devices of a computer 2. Describe functions of 1. Identify different ports of the computer system 2. Prepare a chart of lecture: Functions and specifications of

7 various storage devices the different ports of the computer system 3. Enlist various storage devices 4. Differentiate between primary and secondary storage devices 5. Classify the computer storage devices 6. Describe the functioning of RAM, ROM, Hard Disk, CD, DVD and Flash memory I/O devices and their specifications 3. connection of different parts of the computer system Demonstrate the the memory capacity of the storage devices 4. use of CD, DVD and USB drive in computer 5. Connect RAM and Hard Disks in CPU storage devices Practice sessions on connecting various devices and peripherals to CPU and the use of storage devices application of MS Paint applications of MS Paint 2. Enlist tools of MS Paint 1. use of MS Paint lecture: Ports and connection of the computer system Practical session on using various types of I/O devices and identifying and connecting different ports of the computer system ITHA 102- Classroom Unit Title: Communication at Workplace Duration: 25 hours Learning Outcome Knowledge Performance Identify elements of cycle Provide feedback meaning of 2. State the different elements of cycle 3. Differentiate between Sender, Message, Medium, Receiver and Feedback. 4. Describe the importance of active listening meaning of feedback 2. Describe the importance of 1. Identify elements of cycle 2. Draw a diagram of cycle 1. Construct a sentence for providing descriptive and Elements of cycle Drawing a cycle Case based problems Characteristics of feedback

8 feedback 3. Describe the characteristics of feedback 4. Differentiate between descriptive and specific feedback specific feedback 2. use of different characteristics of feedback Assignment on constructing sentences for providing descriptive and specific feedback Case based problems Overcome barriers in factors that act as barrier 2. Describe the ways to overcome barriers in effective 1. Enlist barriers to effective at workplace 2. ability to overcome barriers in Barriers in Group discussion on factors responsible for barrier in Apply principles of various principles of effective 1. Construct a sentence that convey all facts required by the receiver 2. Construct a sentence emphasizing on specific message 3. Communicate in a manner that shows respect to the receiver Principles of effective Role play, games and assignment on constructing sentences that convey facts and emphasize on specific message ITHA 103- Classroom and Computer Lab Unit Title: Computer Operating Systems - I Duration: 15 hours Learning Outcome Knowledge Performance operating system features 1. Describe different types of operating system 2. Describe the features of different operating systems 1. Describe following features of 1. booting and shutting down the operating system 1. lecture: Operating Systems Practical session on use of different operating systems lecture:

9 of Windows 2007 operating system Windows 2007 operating system: Historical Surface Advance power on and logon procedure, password changes, user interface, aero peak, aero snap, aero themes, windows sidebar and gadgets, using library, navigation home page, organising files and folders, creating shortcuts, using snipping tools, managing accounts, using help, etc. Features of Windows 2007 Operating System Practical session on using various features of Windows 2007 operating system Install Windows 2007 operating system 1. Enlist system requirements to install Windows 2007 OS in computers 2. Explain the significance of product key in OS installation 3. Describe the meaning of clean install 1. Install Windows 2007 OS in computer 2. installation of Windows 2007 OS in computers lecture: Installing the Windows 2007 operating system Practical sessions on installation of Windows 2007 operating system features of Linux desktop operating system 1. Describe Linux operating system and its benefits 2. Describe different features of Linux OS 3. Describe the advantages of Linux over Windows OS 1. basic commands of Linux, using a menu, procedure for using Linux file- read and virtual file, file permission system, viewing and altering permission using the mount command, mounting a drive manually, removing a mounted system, file searching using find, locate and where is command, commands for changing directory, basic file handling, etc. 2. use of commandsmkdir, find, ls, cd, pwd, cp, mv, rm, grep, sort. lecture: Linux Operating System Practical session on using various features and commands of the Linux OS installing Linux operating system system requirements for installing Linux OS in computers 1. Draw a flow chart showing how to install the Linux OS in computer lecture: Installing the Linux operating

10 2. installation of Linux OS in computer system Practical session on the installation process of Linux OS ITHA 104- Classroom and IT Organisation Unit Title: Health, Safety and Security at Workplace - I Duration: 15 hours Learning Outcome Knowledge Performance health, safety and security policies and procedures Identify government agencies in the areas of safety, health and security and their norms and services Describe workstation layout and ergonomic guidelines chair position health, safety and security policies and procedures 2. Explain the importance of employees awareness regarding health and safety at workplace 3. State the difference between policies and procedures 1. Enlist different government agencies and state their responsibilities 2. Describe the various aspects of road safety 3. Explain air and water quality monitoring process 4. Enlist government agencies in the area of security guidelines of using desks, chair, monitor, keyboard and mouse 2. Explain the objectives and goals of computer ergonomics 3. State the importance of body position and improving work habits position of the chair from the computer monitor 1. Identify health hazards at workplace 2. Identify safety violations at workplace 1. Demonstrate various monitoring process for safety, health and security 2. Tabulate different government agencies and their services 1. Demonstrate how to ergonomically use desks/ tables and chair 2. Demonstrate computer ergonomics 1. placement of position of the Health, safety and security policies and procedures of an organization Visit to a nearby organisation and identify the various procedures adopted for health, safety and security of employees Government agencies in the areas of safety, health and security and their norms and services Case study Workstation layout and guidelines for ergonomics Case study Chair position

11 2. Explain the importance of taking frequent short breaks (micro breaks) chair from the computer screen Case study Describe the workstation dimensions and adjustment ranges importance of the workstation dimensions and adjustment ranges 2. Explain the adjustment ranges of seat height, seat width and depth, backrest, seat material and armrests at workstation 1. Demonstrate the use of suggested seat height, seat width, depth, backrest, seat material and armrests at workstation Workstation dimensions and adjustment ranges Case study Rearrange workstation layout design of the workstation 2. Explain each and every specification of the workstation 1. Draw layout of workstation 2. Identify and tabulate the specifications used for rearranging the workstation layout Rearranging workstation layout Case study ITHA 105- Classroom, Computer Lab and IT Organisation Unit Title: IT Helpdesk System Fundamentals Duration: 25 hours Learning Outcome Knowledge Performance Describe the significance of Helpdesk in IT-ITes sector Describe the operation of Helpdesk Describe the role and responsibilities of an meaning of Helpdesk 2. Explain importance of Helpdesk department and its value in a company operation of Helpdesk 2. Explain the importance of support centre 3. Enlist the duties of the Helpdesk coordinator 4. Explain different levels of support provided by Helpdesk roles and responsibilities 1. use of tools and technologies to provide customer support through Helpdesk 1. electronic support delivery methods 1. Significance of Helpdesk Presentation and Group Discussion Helpdesk Operation Case study Roles and

12 IT Helpdesk Attendant of an IT Helpdesk Attendant in providing quality customer service competencies and responsibilities of an IT Helpdesk Attendant Responsibilities of an IT Helpdesk Attendant Case study Role play Internet search for roles and responsibilities of IT Helpdesk Attendant Describe Customer Relationship Management (CRM) System 1. Define the CRM 2. Describe the utility of the CRM 3. Explain the importance of the CRM 1. functions of CRM Customer Relationship Management (CRM) System Discussion sessions Helpdesk process and procedures 1. Differentiate between Helpdesk and service desk 2. Explain service management 3. Describe service management procedures 1. problem management and access management 2. service catalogue Helpdesk process and procedures Case study the Security Management System types of security threats 2. Describe the procedures involved in risk reduction, risk avoidance and risk transfer techniques 3. Explain the importance of risk reduction, risk avoidance and risk transfer 1. Identify the various security policies 2. Enlist type of data that should be protected through security management system Security Management System Case study addressing information confidentiality and integrity requirements of a company Incident Management System 1. Explain the importance of Incident Management System 2. State activities to be performed for Incident Management 3. Describe the role of Computer Incident Response Team 1. Computer Incident Management System Incident Management System Case study

13 ITHA 106- Classroom, Computer Lab and IT Organisation Unit Title: Fundamentals of Network Operating Systems Duration: 20 hours Learning Outcome Knowledge Performance computer network fundamentals meaning of network 2. Describe network topologies 3. Enlist the network components 4. Explain the meaning of Clients and Server 5. Explain the term Protocols 6. State the applications of computer network 1. Make a presentation on a model of LAN showing network topology and components lecture: Computer network fundamentals Group discussion Presentations Describe the application of Open Systems Interconnection (OSI) Model to understand the network operation 1. Explain the Open Systems Interconnection Model 2. Explain the different layers of the OSI model 1. Draw the different layers in the OSI model 2. Tabulate network components used at various levels of OSI Model lecture: Open Systems Interconnection Model Group discussion Presentation Describe the application of TCP/IP model to understand the network operation 1. Explain the TCP/IP Model 2. Explain the different layers of the TCP/IP model 1. Draw the different layers in the TCP/IP model 2. Tabulate network components used at various levels of TCP/IP Model lecture: The TCP/IP Model Group discussion Presentation Describe fault tolerance and disaster recovery of data 1. Explain the fault tolerance and disaster recovery of data 2. Describe fault masking 3. Explain dynamic recovery 4. Describe reliable backup system 1. Demonstrate how to tolerance faults and recover from the disasters 2. data backup procedures 3. fault tolerance, fault masking and dynamic recovery 4. minimizing disruption of lecture: Fault Tolerance and Disaster Recovery of data Case study

14 business operation and minimizing risk of delays 5. assuring reliable backup system Describe network operating systems 1. Explain the Network Operating Systems 2. Explain the Novell Netware and Microsoft Windows NT server 1. Tabulate functions of Novell Netware, Microsoft Windows NT server lecture: Network Operating Systems Group discussion ITHA 201- Classroom, Computer Lab and IT Organisation NSQF Level 2 (Class 10) Unit Title: Computer Fundamentals -II Duration: 30 hours Learning Outcome the application of windows 2007 MS- Word Demonstrate MS- Excel Knowledge basic functions and features of MS-Word basics of MS- Excel Performance 1. Open MS-Word and perform typing text, deleting text, undoing, redoing, formatting text, cutting, copying, pasting text 2. Insert images and clip art, modifying line spacing, creating bulleted and numbered lists, changing views and overall look, spelling and grammar check 3. Save documents, print documents, get more help and exit the program 1. Open MS Excel 2. Type in cells, inserting rows and columns, sorting data, autosum and excel equations, creating charts and graphs, multiple sheets, format cells 3. Perform cutting, copying, and pasting data, filling data across columns and rows 4. Save spreadsheets, print spreadsheets, find more Features of MS Word in Windows 2007 Activity given to evaluate implementation of things learned in the session Features of MS Excel in Windows 2007 Practices sessions on MS Excel for evaluating implementation of things learned in the session

15 help, close the program Demonstrate MS- Access basic of MS- Access 1. Create a database in MS Access, create tables, create relationships, look-up fields 2. Deal with trees and networks, Access-based user interfaces, Forms and simple controls, text box, label and command button 3. Explain Queries - computed tables, query: join two tables, sql and how it works, outer join, aggregate query- group by Using MS Access Database Practices sessions on MS Access Introduction to the internet basics of internet 1. World Wide Web 2. internet URLs, search engines 3. use of Internet Explorer Toolbar 4. Visit and navigate a web page 5. Use tabs and tasks bar, minimize, maximize, restore, printing a web page Browsing Internet Practice sessions on using internet Use web browsers and internet based application web browsers and internet based application 1. Web applications 2. browser extension, cookies and how to maintain privacy Internet based applications Practice sessions on different internet based applications ITHA 202- Unit Title: Communication at Workplace (Basic) Duration: 30 hours Learning Outcome Knowledge Performance Classroom Demonstrate how to greet people and give selfintroduction 1. Write the sentences used to introduce oneself 2. Write sentences used to greet 1. Demonstrate how to give self-introduction to others using appropriate sentences with proper body Greeting people and giving selfintroduction

16 people on different occasions/situations language 2. Demonstrate how to greet people using appropriate words with proper body language Role play Make a chart of the sentences that can be used to greet the people and give selfintroduction Demonstrate how to frame sentences for different occasions/ situations 1. Enlist the words commonly used for framing questions 2. State the adjectives that are generally used for describing people, things and places 1. Demonstrate how to tell the time effectively using appropriate sentences 2. Identify the sentences used while meeting someone for the first time 3. Demonstrate use of appropriate sentences for describing people, things and places 4. Frame sentences to congratulate someone 5. Frame sentences to give good wishes to someone 6. Frame sentences to invite people on various occasions Framing sentences for different occasions/situations Role Play Describe weather and express likes, dislikes, strengths, weaknesses and aspirations using proper sentences 1. State the adjectives commonly used for describing weather 2. Write the words used for expressing likes, dislikes, strengths, weaknesses and aspirations 1. use of appropriate sentences for describing weather 2. Express likes and dislikes effectively 3. Express strengths and weaknesses effectively 4. Express aspiration using appropriate sentences Describing weather and express likes, dislikes, strengths, weaknesses and aspirations Role play Group Discussion ability to pronounce effectively 1. Define phonetics 2. State the importance of correct pronunciation 3. Describe the subfields of phonetics 4. Distinguish between phonetics and phonology 1. Pronounce common English words in correct manner 2. Identify the applications of phonetics Pronouncing effectively Role play Group discussion Audio session on phonetics

17 ITHA 203- Classroom and Computer Lab Unit Title: Computer Operating Systems-II Duration: 15 hours Learning Outcome Knowledge Performance applying administering Windows Operating System (WOS) Describe the process of managing Files in WOS Administer Linux Operating System (LOS) Describe the process of managing Files in LOS 1. Describe various process to administer the WOS management process of the files in WOS management process of LOS 2. Explain Directory Tree 3. Describe the System Monitoring Boots and Shutdowns process of Managing Files in LOS 1. Install Windows 8.1 Public Preview On Your Computer 2. Process Mount and Unmount Windows 7 Image Using Image X and DISM 3. Add & Sync Accounts to the Windows 8 People App 4. Configure App Notifications in Windows 8 Administering WOS Practice sessions 1. Manage file in WOS Managing Files in WOS 1. Demonstrate how to manage hardware, devices, and tools 2. Demonstrate using Disks and Other Storage Media 3. Manage memory Case study Administering LOS Case study 1. Manage file in LOS Managing Files in LOS Case study ITHA 204- Classroom, Computer Lab and IT Organisation Unit Title: Ergonomics- Health, Safety and Security - II Duration: 10 hours Learning Outcome Knowledge Performance common hazards at workplace 1. Describe common hazards at workplace 1. Identify common hazards Common hazards at workplace Case study

18 Describe the hazards from electrical equipment causes of potential hazards due to electrical equipment 1. electrical equipment 2. Identify the potential hazards due to faults in electrical equipment Hazards from electrical equipment Case study Describe how and when to report hazards reporting process during problem 1. Identify the hazards and its solution How and when to report hazards Case study Describe the various causes for accidents 1. Describe different causes of accidents 1. Identify the reasons of accidents and their precautions Causes of accidents Case study Describe the various types of accidents at workplace 1. Describe different types of accidents 1. Identify the types of accidents and the precautions to be followed in preventing those accidents Types of accidents Case study emergency action plan meaning of emergency planning 2. Describe the components of an emergency action plan 1. Identify the situation of an emergency and demonstrate the the steps to be taken in case of an emergency 2. Prepare an emergency action plan Emergency action plan Case study the correct posture for shifting heavy loads precautions and equipment to be used when lifting or shifting heavy loads 1. procedure for lifting or shifting heavy loads Lifting or shifting heavy loads Case study Describe the various causes of injury 1. Enlist various kind of injury 1. Identify the reasons behind the injury Causes of injury Case study

19 Describe the various types of injury and methods to prevent them injuries and the methods to prevent them 1. Identify the various prevention taken to prevent any injury Types of injury and methods to prevent them Case study Describe the various signs and symptoms of injury signs and symptoms of different injuries 1. Identify the signs and symptoms of different injuries Signs and sympto ms of different types of injuries Case study Describe the various types of aches and pain 1. Describe different aches and pain 1. Identify the reasons of aches and pain 2. preventing and curing aches and pain Aches and pain Case study ITHA 205- Classroom, Computer Lab and IT Organisation Unit Title: IT Helpdesk Communication Duration: 15 hours Learning Outcome Knowledge Performance Explain the significance of process importance of 1. Identify the ways of Significance of the process Case study Describe cross culture 1. Define cross culture and its importance 1. Identify the language barriers when communicating with customers 2. Explain the benefits of active listening Cross culture Case study Describe the steps of process step of process 1. Draw flow chart of process Steps of process Case study ways of 1. Demonstrate how to

20 matching a customer s style matching with a customer s style match a customer s style and its significance Ways of matching a customer s style Case study ITHA 206- Classroom, Computer Lab and IT Organisation Unit Title: IT Helpdesk Server Operating System Installation and Operation Duration: 15 hours Learning Outcome Knowledge Performance State the application of server server oriented operating system applications of the server 2. Describe the usefulness of the server server oriented operating system 1. Explain the application of the server 2. State usefulness of server 1. Identify the OS related to the server system Server and its usage Group discussion Server oriented operating system Group discussion Describe the types of server system 1. Describe different types of server system 1. Identify different server system Types of server system Group discussion ITHA 207- Classroom, Computer Lab and IT Organisation Unit Title: IT Helpdesk Network Operating Systems Installation & Operation Duration: 15 hours Learning Outcome Knowledge Performance Network Installation and upgrade network remote access network way of network Installation and upgrade way of network remote access network 1. State process of network installation 1. Demonstrate the knowledge of process of network remote access 1. Perform network Training Method Network installation Practical session Network Remote Access Practical session Network Administration

21 administration administration administration Practical session Explain the network security network troubleshooting network security problems related to the network 1. Perform the network security techniques 1. Perform network troubleshooting Network Security Practical session Network troubleshooting Practical session ITHA 301- Classroom and Computer Lab NSQF Level 3 (Class 11) Unit Title: Computer Fundamentals - III Duration: 30 hours Learning Outcome MS-Word Knowledge functions related to the MS-Word various Performance 1. Change the paper size, spelling and grammar 2. Work with dictionaries, the thesaurus, headers, footers and columns 3. Insert outlook contact information 4. Insert non-text objectsclipart, photographs, using word to edit photographs, controlling image sizes, textboxes, adding watermarks 5. Customize word- window features, autocorrect, autotext, enabling/disabling autocomplete, saving word settings 6. Templates-creating, downloading templates, changing default document template, smart tags 7. Document properties-adding a preview image 8. Speech recognition-training, dictation mode, command mode 9. Handwriting recognition 10. Checking for consistency and insert comments in documents 1. Maintain a large worksheet and show advanced chart MS-Word Practice session on various application of the MS-Word MS-Excel

22 MS-Excel functions of Excel skills 2. Work with multiple worksheets 3. Work with data lists 4. Work with data 5. Document and audit a worksheet 6. Work with Printing options Practices sessions on various application of the MS-Excel MS-Access functions of MS-Access 1. Solve queries using QBE 2. Identify basic queries using SQL 3. Identify the basic forms 4. Identify sub forms 5. Work on combo box controls MS-Access Practices sessions on various application of the MS-Access E- Mail messaging (opening E-mail account, sending/forwardi ng and searching E-mail, organizing E-mail and managing contacts, E-mail etiquettes) process of electronic mail 1. Perform whole e-mail process Using Email services Practice sessions on opening and managing Email account basics of networking basics of networking process 1. knowledge of basic concept of networking Introduction to networking Practice sessions on networking ITHA 302- Classroom Unit Title: Communication at Workplace (Intermediate) Duration: 30 hours Learning Outcome Knowledge Performance ability to write sentences correctly meaning of apostrophes 2. State the frequently misused words and their proper usage 3. Describe the use of spell check on computer 4. Describe the various modes of 1. Differentiate between internal and external 2. collecting and processing information from different sources lecture: Written Communication Skills Practice sessions on written skills

23 practices used in improving oral skills verbal &nonverbal 2. Explain the importance of verbal & nonverbal 3. State practices of verbal & non-verbal 1. Differentiate between verbal and nonverbal 2. Identify the practices in verbal and non-verbal lecture: The practices in improving oral skills Practice sessions on oral skills types of 1. Describe formal 2. Explain informal or grapevine 1. Differentiate between upward, downward and horizontal 2. Differentiate between verbal and nonverbal 3. Enlist various static and dynamic features of nonverbal lecture: Types of Role play to demonstrate various types of ITHA 303- Classroom Unit Title: Computer Operating Systems - lll Duration: 15 hours Learning Outcome Knowledge Performance Configure devices in WOS (printer, scanner, modem) configuration process of printer, scanner, modem in the WOS 1. Demonstrate how to configure printer, scanner, modem in the WOS lecture: Configuring devices in WOS Practice Session Configure devices in LOS (printer, scanner, modem) way of configuring printer, scanner, modem in LOS 1. Demonstrate how to configure printer, scanner, modem in the LOS lecture: Configuring devices in LOS Use utilities of WOS 1. Explain the utilities of WOS 2. Describe the process of installation of the software in WOS 3. Describe the utility 1. Enlist two types of software in WOS 2. utilities of WOS Practice Session lecture: Using utilities of WOS

24 programme of WOS 4. Describe the team user interface Use utilities of LOS 1. Explain the utilities of LOS 2. Describe the feature of Linux OS 3. Explain the utility programme of LOS 4. Describe the architecture of the Linux OS Administer LOS management process of LOS Manage files in LOS process of managing files in LOS 1. components of Linux OS 1. directory tree 2. Manage hardware, devices, and tools 3. Use disks and other storage media 4. memory management 5. Perform system monitoring boots & shutdowns Practice Session lecture: Using utilities of Linux OS Practice Session Administer LOS Practice Session 1. Manage files in LOS Manage files in LOS Practice Session ITHA 304- Unit Title: Health, Hygiene, Safety and Ergonomics Duration: 20 hours Learning Outcome Knowledge Performance Training Method Classroom and Vision Care Clinic/Hospital Describe the importance of maintaining hygienic conditions in work area need of maintaining hygiene in work space 2. State the materials used for maintaining hygiene in work area 1. Differentiate between health and hygiene 2. Demonstrate practices adopted for maintaining good health and hygienic conditions at work area Best practices in maintaining cleanliness Visit to a computer center to observe best practices adopted to maintain hygienic and safe working conditions

25 Describe potential hazards and safe practices to be adopted at the work area and extinguishing small fires 1. State the potential hazards in work area 2. Describe the practices to be adopted for ensuring occupational health and safety 1. Enlist various safety accessories used in store 2. Differentiate between common safety and health concerns and problems Measures to ensure safety in work area Visit to a computer center to observe safety measures handling money and irate customers 1. Describe ways to handle money 2. State how to manage and deal with irate customers 1. handling money 2. ability to deal with irate customers Handling money and irate customers Visit to a vision care clinic or hospital to enquire about how they manage irate customers and handle transaction of money ITHA305- Classroom Unit Title: IT Helpdesk System Support Duration: 15 hours Learning Outcome Knowledge Performance technical support information centre Describe different hardware 1. Explain the various factors that comes under technical support 2. Explain world wide web a source of technical support 1. knowledge how to receive problem calls 1. Identify the various points about hardware that a IT Helpdesk person should keep in mind while supporting a system 1. IT service management 2. Identify the factors that the IT service management focuses on 1. Identify the various information mode that a IT Helpdesk person perceives information from 1. Demonstrate hardware related system support 2. Demonstrate knowledge about technical faults Providing technical support Practice Session Information centre Perform internet research and submit report Computer hardware Queries Practice session

26 Explain the components of a successful service desk component of people, processes, technology and information 1. Identify the various functions of the components of a successful service desk Components of a successful service desk Group Discussion ITHA 306- Unit Title: IT Helpdesk Operating System Support Duration: 15 hours Learning Outcome Knowledge Performance Classroom, Computer Lab and IT Organisation Demonstrate operating system installation guidelines software installation form 2. Enlist do s and don ts in OS installation guidelines 1. Demonstrate various steps under the OS installation Operating system installation guidelines Practice Session Demonstrate support given for computer virus issues 1. State the points that should be kept in mind while cleaning viruses 2. Define the university s free anti-virus package 1. Identify the importance of scanning regularly 2. Describe the OIT service centre Providing support for computer virus issues Practice Session Demonstrate Microsoft Office and the windows 1. Describe various components of Microsoft Office 2. Explain details of windows 7 and 8 1. Identify the various uses of Microsoft Office Microsoft office and windows Practice Session OSS alignment with process 1. Define the meaning of OSS alignment with process 2. Explain the importance of OSS alignment with process 1. Demonstrate the knowledge of OSS alignment with process OSS alignment with process Practice Session ITHA307- Unit Title: IT Helpdesk Network Operating System Support Duration: 15 hours Learning Outcome Knowledge Performance Classroom, Computer Lab and IT Organisation Explain wired technologies 1. Explain different types of wired technologies from slowest to fastest transmission 1. twisted pair, coaxial cable and optical fibre 2. Make a chart of Wired technologies 1. Perform Internet

27 specification of twisted pair, coaxial cable and optical fibre for IT network research and submit report 2. Practice Session Explain wireless technologies 1. Explain different types of wireless technologies from slowest to fastest transmission 2. Describe terrestrial microwave, satellites, cellular and PCS systems and spread spectrum 1. Make a chart of features of terrestrial microwave, satellites, cellular and PCS systems and spread spectrum wireless technologies Perform Internet research and submit report Practice sessions Describe the equipment used for networking 1. Enlist the various equipment along with their functions 1. switches, bridges and hubs Equipment used for networking Practice Session internet 1. Define internet protocol suite 2. Define the process of routing 1. Identify the difference between modems and routers The Internet Practice Session ITHA 401- Classroom and Computer Lab NSQF Level 4 (Class 12) Unit Title : Computer Fundamentals - IV Duration: 25 Learning Outcome MS-Word Knowledge functions related to the MS-Word Performance 1. Mail merge-using the mail merge wizard, merging excel data sources with word documents, merging outlook contacts with word documents, moving mail merge documents 2. Work with fields and forms 3. Use charts & tablesusing the wizard, creating and editing, integrating with excel 4. Explain macrosintroduction to macros, planning your macro, recording your macro, assigning shortcut keys to MS-Word in advance Practice session on various application of the MS-Word

28 macros, creating macro toolbar buttons 5. Use special characters assigning shortcut keys to symbols 6. Work with word and the web-hyperlinks, html, xml 7. Integrate with other office componentsusing word as an email editor, using the outlook address book, inserting excel worksheets into a word document, sharing documents with power point, word and access 8. Use numbered & bulleted lists 9. Use outlines 10. Use endnotes and footnotes 11. Work with track changes MS-Excel various functions of Excel 2. Identify different functions like creating a drop down list in excel part 1, excel drop down list 3. Use data from a different worksheet, excel drop down list 4. Use data from a different workbook, excel macro, excel conditional formatting, excel vlookup, using excel's goal seek feature 5. Differentiate among functions of msexcel(financial and conditional) MS-Excel Practice sessions on various application of the MS-Excel MS- Access functions of MS- Access 2. Explain DBMS (Data Base Management System) 3. Describe the various attributes of MS- Access 1. Create reports with MS Access 2013 2. Export data from MS Access 2007 to MS Excel 3. View and edit sql in MS Access 4. Compact and repair an MS Access database Describe MS-Access in advance Practices sessions on managing database

29 ITHA 402- Classroom Unit Title: Communication at Workplace (Advanced) Duration: 30 hours Learning Outcome Knowledge Performance Describe various types of written and oral s Describe about the benefits of listening skills Describe how assertive skills are necessary Describe the importance of feedback Describe various techniques of demonstrating presentation skills Describe about the cross-cultural 1. State the importance of good written and oral skills for providing customer care 2. State the essence of good written and oral skills 1. State the importance of good listening skills for providing customer care 2. Explain how to improve listening skills 1. State the importance of assertive (both written and oral) 2. Describe situations when assertiveness can be demonstrated(perso nal, social, telephone, email) 1. State the importance of feedback 2. Explain how to effectively give and receive feedback 1. Describe presentation skills 2. Explain how to make good presentations 3. Explain how to make presentation templates 1. State the importance of cross-cultural 1. Identify different ways of improvement of written and oral skills 1. Identify the different ways of improvement of listening and listening comprehensive skills 1. Demonstrate when and how to assert and the etiquettes to be maintained 1. receiving feedback 2. providing feedback 1. Make short presentations 1. Differentiate between different cultures Making effective written and oral Role play Writing short report Importance of listening for effective Listening comprehension Assertion in Role play Making effective feedback Provide and receive feedback Making effective presentations Make short presentations Understanding effect of culture in effective

30 in customer care 2. Explain effective cross-cultural Crosscultural exchanges ITHA 403- Classroom Unit Title: Computer Operating Systems- IV Duration: 15 Learning Outcome Knowledge Performance troubleshooting devices in WOS troubleshooting devices in LOS Illustrate the basic WOS Computer Troubleshooting Steps Illustrate the basic LOS Computer Troubleshooting Steps Compare and review the WOS and LOS features & installation procedures 1. Describe WOS 2. Explain the characteristics of WOS 3. Describe briefly the troubleshooting devices in WOS 4. Describe the problems of WOS problems related to the LOS 2. Describe SLOC 3. Describe briefly the GUI tools basic steps of WOS Computer Troubleshooting 2. Explain troubleshooting computer devices Basic LOS Computer Troubleshooting Steps 2. Describe frozen screen 3. Explain the reason behind slow machine WOS and LOS features and installation process in brief 2. Explain the characteristics of LOS & WOS 3. Differentiate between WOS & LOS 1. Identify the problems and the solution of WOS 1. Identify the problem and the solutions of the LOS 1. Demonstrate the process of WOS Computer Troubleshootin g 1. Demonstrate the process of LOS Computer Troubleshootin g 1. Demonstrate the installation process 2. Learn the various features of the WOS and LOS systems Troubleshooting devices in WOS Practice session on Troubleshooting devices in WOS Troubleshooting devices in LOS Practice session on Troubleshooting devices in LOS Basic WOS computer troubleshooting steps Practice session Basic LOS computer troubleshooting steps Practice session Comparison and review of WOS and LOS features & installation procedures Discussion

31 ITHA 404- Classroom Unit Title: Customer Centricity Duration: 10 hours Learning Outcome Knowledge Performance skills to handle customers effectively skills of taking orders on call Demonstrate how to handle customer complaints Demonstrate how to answer enquiries 1. Explain customer handling as important part of business cycle 2. Explain how to identify customer needs, preferences and expectations process of taking orders over telephone 2. Write the words/sentences used while taking orders on call 1. Describe typical types of customer complaints 2. Describe the steps of handling customer complaints 1. Describe steps of answering enquiries 2. State Frequently Asked Questions (FAQs) while enquiries 3. Explain the importance of 1. do s and don ts while handling customers 2. Demonstrate how to maintain customer loyalty 3. Demonstrate how to build strong relationship with customers 4. Demonstrate how to decrease the customer s waiting time 1. do s and don ts while taking orders over telephone 2. Record and organize the orders accurately 1. Record and organize complaints 2. following steps of handling customer complaints: Listening and understanding the complaint Empathize Offering the solution Executing the solution Taking follow up 1. Demonstrate how to answer enquiries in following manner: Acknowledge receipt of an enquiry/request Handling customers effectively Role play Video/Audio screening of best practices of customer handling Taking orders on calls Role play Case based problem Video/Audio screening of best practices of taking orders on calls Handling customer complaints Role play Video/Audio screening of best practices of handling customer complaints Answering enquiries Role play Case study

32 product/services in answering enquiries Explain action taken as a consequence of the enquiry Make suggestions and justify recommendations Apologize and reject proposals Stipulate action requested or to be taken Establish goodwill and suggest contacts Video/Audio screening of best practices of answering enquiries ITHA 405- Classroom Unit Title: IT Helpdesk System Maintenance Duration: 15 Learning Outcome Knowledge Performance Maintain the system Scan/test the system with antivirus IT training on windows update Install anti spyware program use of backup while cleaning a computer 2. Explain the significance and process of keeping the laptop clean 3. Describe the process of custom building computer 1. Describe antivirus and their utility 2. State the ways of preventive maintenance 3. Describe computer security and internet security 1. Explain OS patches for bugs and PC security in windows update 1. Describe what is the need to detect spyware tools 1. Identify various ways to keep the computer safe 1. Identify the importance of preventive maintenance using anti-virus 1. importance of timely windows update 1. Identify the importance of personal firewall Ways to maintain system Practice session on maintaining the system Session on good antivirus program Practice session on scanning the system with anti virus IT training on windows update Internet research and submit report Anti-spyware program Practice session on

33 installing the antispyware program Uninstall unnecessary programs 1. Explain how to find out whether a file or program in necessary or not 2. Differentiate between scandisk and defrag 3. Explain the process of defragmentation 1. Identify the importance of performing scandisk periodically to check the hard drive Uninstalling unnecessary programs Practice session on uninstalling unnecessary programs ITHA 406- Unit Title: IT Helpdesk Server Operating System Maintenance and Troubleshooting Duration: 15 Learning Outcome Knowledge Performance Describe the maintenance and troubleshooting tools and options Explain Microsoft windows server support Describe the method of Server troubleshooting Demonstrate Server maintenance checklist 1. Describe various maintenance and troubleshooting tools 2. Explain how to manage troubleshooting tools 1. Explain what does the Microsoft windows server support 2. Define power protection and firewall protection 3. Describe the benefits of keeping the servers updated 1. Explain the various troubleshooting server issues 2. Describe the troubleshooting memory configuration issues server maintenance tips 2. Explain the concept of server maintenance 1. Demonstrate the importance of server OS maintenance 1. Identify the windows server administration checklist 1. Demonstrate the knowledge of need of troubleshooting operating system and drivers installation 1. Demonstrate the knowledge of system of working of the various server maintenance tips Maintenance and troubleshooting tools and options Practice Session Microsoft windows server support Practice Session Server troubleshooting Case study on Server troubleshooting Server maintenance checklist Practice Session

34 ITHA 407- Classroom Unit Title: IT Helpdesk Network Operating System Maintenance & Troubleshooting Duration: 15 Learning Outcome Knowledge Performance Demonstrate testing Network maintenance and troubleshooting Describe removing network congestion Define Network Surveillance 1. Illustrate the Knowledge of computer hardware and networking 2. Describe the common network media 3. Explain the proactive approach to maintaining disks 1. Explain use of congestion control and congestion avoidance 2. Classify and explain the congestion control algorithms 3. Explain about data networking 1. Describe Computer and network surveillance 2. Describe programs of computer and network surveillance 3. Explain significance of surveillance 4. State different types of surveillance 1. Identify the factors that comes under network troubleshooting 1. need of removing network congestion 1. need of network surveillance lecture: Network maintenance and troubleshooting Practice Session lecture: Removing network congestion Discussion lecture: Network Surveillance Discussion 9.0 List of Reference Books S.No. Title Author 1. Computer Fundamentals Pradeep Sinha, Priti Sinha 2. Fundamentals of Computers V. Rajaraman 3. Developing Communication Skills Krishna Mohan and Meera Banerji, MacMillan India Limited, Delhi 4. More than Words A Handbook for Writers and Editors Chitta R. Samant 5. Messages The Communication Skills Matthew McKay 6. Communication Principles for a Lifetime (4 th Edition) Steven A. Beebe and Susan J. Beebe 7. Communication Making Connections (8 th Edition) William J. Seiler 8. My Fair Lady G.B. Shaw and J Lerner 9. Operating System I.A. Dhotre 10. Linux kernel internals Michael Beck 11. Linux Device Drivers Alessandro Rubini, Jonathan Corbet 12. International Encyclopaedia of Ergonomics and Waldemar Karwowski

Human Factors 13. Ergonomics and Health Aspects of Work with Computers 14. Microsoft System Center: Configuration Manager Field Experience Ben-Tzion Karsh 35 Rushi Faldu, Manish Raval, Brandon Linton, Kaushal Pandey and series editor Mitch Tulloch 15. Network Operating Systems Philip Hunter 16. LAN operating systems Michael Day 17. Networking For Dummies Doug Lowe 18. Computer Networks V.S.Bagad, I.A.Dhotre 19. Data Communication & Networking V.S.Bagad, I.A.Dhotre 20. Sales Promotion Tony Yeshin 21. Advertising and Sales Promotion Strategy Gerard J. Tellis 22. Advertising and Sales Promotion Ken Kaser 23. BPB Computer Course MS Windows 7/XP with MS Satish Jain and M Geetha Office 2007 24. EXCEL 2007 made simple Satish Jain 25. MS Word Rutkosky 26. Guide to Database Management System Satish Jain 27. Operating Systems Dr. R.C. Joshi 28. Operating Systems Sathe 29. Fundamentals of Industrial Ergonomics Babur Mustafa Pulat 30. A Guide to Human Factors and Ergonomics, Second Martin Helander Edition 31. Communication Theory (Google ebook) C. David Mortensen 32. Essentials of Business Communication Mary Ellen Guffey 33. Business English Mary Ellen Guffey, Carolyn Seefer 34. Business Communication: Process and Product Mary Ellen Guffey, Dana Loewy 10.0 Assessment Guide Assessment is a process used for determining an individual's progress or level of mastery/competence in an occupational area. It may be formative (continuous) and/or summative (final). It is a process of collecting evidence and making judgement about the extent to which a person demonstrates the knowledge and skills set out in the standards or learning outcomes of a unit of competency. Assessment should be done on the basis of information or evidence about the individual s ability against clearly stated objectives or standards. A diversity of assessment methods is required to achieve the multiple purposes and to satisfy the requirements of competency based assessment. Appropriate evidence is to be collected from activities that can be clearly related to the Units of Competency. It should cover all the elements and performance criteria/indicators in the competency standards. Student s achievements should be assessed by using the following methods of assessment. S.No. Method of Assessments Weightage (Max. marks) Evaluator 1. Written test 30 Teacher 2. Practical test 30 Certified Assessor # 3. Oral test/viva voce 10 Teacher/External Examiner 4. Portfolio 10 Teacher 5. Project 10 Teacher/Trainer 6. Direct Observation 10 Teacher/Trainer Total 100

36 # Assessors will be certified by the State Education Board. 1. Written test: It allows candidates to demonstrate that they have the knowledge and understanding of a given topic. 2. Practical test: It allows candidates to demonstrate application of skills in simulated or real work conditions against competency standards (skill and academic standards). 3. Oral test/viva voce: It allows candidates to demonstrate skills and content knowledge. Audio or video recording can be done at the time of oral test or viva voce. 4. Portfolio: It is a compilation of documents that supports the candidate s claim of competence that was acquired from prior learning and experience. Documents (including photo s, newspaper articles, reports, etc.) of practical experience in the workplace or the community and photographs of the products prepared by the candidates related to the units of competency should be included in the portfolio. 5. Project: Projects (individual or group projects) are a great way to assess the practice skills on a deadline, but these should be given on the basis of the capability of the individual to perform the tasks or activities involved in the project. Projects should be discussed in the class and the teacher should periodically monitor the progress of the project and provide feedback for improvement and innovation. 6. Direct Observation Direct observation requires a considerable degree of commitment from the observer and those being observed. Employability skills evaluation listed below in the table should be evaluated through direct observation by the teacher/trainer and appropriate records should be maintained for transparency in evaluation. Employability Skill Area S.No. Competencies and Performance Standards Communication 1. Questions appropriately 2. Writes clearly and legibly 3. Demonstrates good listening and responding skills 4. Informs about the absence and reasons of absence Responsibility 5. Organizes work 6. Manages time effectively and efficiently 7. Complete assignments timely 8. Displays care for tools and equipment 9. Accepts responsibility pleasantly 10. Exhibits patience 11. Demonstrates pride in work Interpersonal 12. Displays friendly and cooperative relationship attitude 13. Demonstrates tactfulness in difficult situations 14. Accepts constructive criticism 15. Exhibits positive attitude Health and Safety 16. Practices good personal hygiene regularly 17. Maintains good personal health 18. Dresses well and in appropriate manner Competent Not Yet Competent

37 Innovation and Creativity 19. Give reasons and make judgements objectively 20. Share ideas and thoughts with others 1. Competent = 0.5 marks; Not Yet Competent = 0 11.0 List of Equipment and Materials The list given below is suggestive and an exhaustive list should be prepared by the teacher. Only basic tools, equipment and accessories should be procured by the Institution so that the routine tasks can be performed by the students regularly for practice and acquiring adequate practical experience. 1. Computer System 2. Printer 3. Scanner 4. Local Area Network (LAN) 5. Internet Connection 6. Whiteboard 7. Marker/Chalk 8. Demonstration Charts 9. Compact Disk 10. USB Drive 11. Table & chair for demonstrating ergonomics at workplace 12.0 Teacher s Qualifications Qualification, competencies and other requirements for Graduate Teacher on contractual basis are as follows: Qualification Minimum Competencies Age Limit S.No. 1. Bachelors Degree in Computer Engineering/Computer Effective skills (oral and written) 18-37 years (as on Jan. 01 (year) Application/Information Basic computing skills Age relaxation to be Technology Technical competencies (e.g., provided as per Govt. Or in areas like Teaching/IT rules. DOEACC B Level Certificate Operations/IT Helpdesk Operations) Minimum 1 year relevant experience in the field of Teaching/IT Operations/IT Helpdesk Operations

38 13.0 List of Contributors Experts 1. Ms. Paramita Pal, Faculty, 4/1, Bibeknagar, Garfa, Jadavpur, Kolkata-700075, West Bengal 2. Ms. Sukanya Mitra, Faculty, C/O Padma Saha, 2/59 Azadgarh, Kolkata-700040, West Bengal 3. Mr. Pritom Adhikary, Faculty of Electronics and Teles at the Calcutta Institute of Technology, Uluberia, Howrah (WB) 4. Ms. Sutapa Adhikary, Faculty of Electronics and Teles at the Calcutta Institute of Technology, Uluberia, Howrah (WB) 5. Mr. Sanjay Das, Faculty, Techno India College of Engineering, Kolkata 6. Ms Soumya Chakroborty, Content Developer, 126 B, Diamond Harbour Road, Kolkata-700060 Reviewers 1. Prof. Vinay Swarup Mehrotra, Head, Curriculum Development & Centre and NSQF Cell, PSSCIVE (NCERT), Shyamla Hills, Bhopal 462 013 2. Mr. Avinash Jain, Computer & IT Trainer, CRISP, Opposite Manas Bhawan, Shyamla Hills, Bhopal 3. Ms. Gurpreet Kaur, Head, Department of Computer Science, G. D. Goenka Public School, Vasant Kunj, New Delhi 4. Ms. Nancy Saighal, A-152, II floor, Derawal Nagar, Delhi - 110009 5. Mr. Mukesh Kumar, Head, Department of Computer Science, Delhi Public School, R. K. Puram, New Delhi 6. Mr. Akash Shrivastava, Senior Consultant, CDEC & NSQF Cell, PSSCIVE (NCERT), Shyamla Hills, Bhopal Resource Persons 1. Mr. Santanu Bhattacharjee, Director, M/s Technable Solutions Pvt. Ltd., 128/18,Hazra Road, Kolkata 2. Ms. Juthika Sarkar, Project Coordinator, 108, Purba Sinthee Bye Lane, Natun Bazar, Maidanpally, Dum Dum, Kolkata-700030, West Bengal