STANDARD PRACTICE NATIONAL OCCUPATIONAL SKILLS STANDARD (NOSS) FOR: IT INFRASTRUCTURE DEVELOPMENT LEVEL 5

STANDARD PRACTICE NATIONAL OCCUPATIONAL SKILLS STANDARD (NOSS) FOR: 1. INTRODUCTION Overview IT INFRASTRUCTURE DEVELOPMENT LEVEL 5 This is a new NOSS developed for IT Infrastructure Development under the ICT Sector. The IT industry is recognised globally as a huge growth area and there is a need for properly trained personnel. This requires a structured career path and career guidance for individuals and organisations alike. This NOSS includes all competencies required at Level 5 for this particular job area and a career path for those involved in this industry. Occupational Outlook Information Technology (IT) support or tech support refers to a range of services by which enterprises provide assistance to users of technology products. In general, technical support services attempt to help the user solve specific problems. Most companies offer technical support for the products they sell and may be delivered over the telephone or online by e-mail, live support software on a website or a tool where users can log a call/incident. Larger organisations frequently have internal technical support available to their staff for computer related problems. With the increasing use of technology in modern times, there is a growing requirement to provide technical support. Many organisations locate their technical support departments or call centres in countries or regions with lower costs. There has also been a growth in companies specialising in providing technical support to other organisations. For businesses needing to provide technical support, outsourcing allows them to maintain a high availability of service. Such need may result from peaks in call volumes during the day, periods of high activity due to introduction of new products or maintenance service packs, or the requirement to provide customers with a high level of service at a low cost to the business. For businesses needing technical support assets, outsourcing enables their core employees to focus more on their work in order to maintain productivity. It also enables them to utilise specialised personnel whose technical knowledge base and experience may exceed the scope of the business, thus providing a higher level of technical support to their employees.the global and regional outsourcing industry has grown robustly over the past few years, with the Asia Pacific market growing by 12 percent per year between 2009 and 2014. Malaysia currently captures only 3.9 percent of the Asia (excluding Japan) market, roughly RM3.5 billion per year. This is shown in Figure 1.1 below. i

Figure 1.1: Asia IT Services and Outsourcing sector (Source: Chapter 12 Business Services. Economic Transformation Programme.) In capturing market share abroad, outsourcing revenue is aimed to grow from RM3.5 billion in 2009 to RM12.8 billion in 2020, contributing RM6.9 billion in additional GNI in 2020 and creating approximately 43,000 jobs. 1 IT support is also mentioned as a potential growth area that has an impact on Gross Net Income (GNI) as shown in Figure 1.2 below. Figure 1.2 : IT Support as a Potential GNI Impact Area (Source: Chapter 12 Business Services. Economic Transformation Programme). It can be seen that the key elements for this sector to compete include talent and infrastructure as shown in Figure 1.2 above. Consequently, the development of this NOSS is essential so that the industry will have a comprehensive competency standard to be used. This NOSS focuses on competencies which include IT Network Design, Enterprise Server Design, IT Storage Solution Development, IT Network Implementation, Server Implementation, IT Infrastructure Security and IT Infrastructure Performance Analysis. 1 Chapter 12.Business Services.Economic Transformation Programme. Page 402 ii

Authority Bodies Authority and Regulatory bodies identified as being related to this job area are: i. Ministry of Communications & Multimedia (MCM) ii. Multimedia Development Corporation (MDeC) iii. Malaysian Communications and Multimedia Commission (MCMC) iv. Cyber Security Malaysia 2. OCCUPATIONAL STRUCTURE The Occupational Structure as shown in Table 1.1 below shows the job titles available under the Infrastructure Support area where the entry level may start at Level 4 as an IT Executive and progress as either a System Technologist or Network Technologist at Level 5. The term Technologist means a person who belongs to a technological field that requires the application of scientific or engineering knowledge and skills 2. A technologist understands implemented systems, manages/administers them or is capable of understanding the design elements and participates in development whereas an engineer designs, develops and implements systems. Usually the terms System Senior Executive, System Engineer, Network Engineer and other similar job titles are used for the personnel competent at level 5. However, for this particular NOSS, the term technologist is used at level 5 due to certain of the Board of Engineers Malaysia, although the competency acquired through this Level 5 NOSS reflects the competencies of personnel at the Server or Network Engineer level. Table 1.1: Occupational Structure (OS) for the Infrastructure Support area SECTOR SUB SECTOR INFORMATION AND COMMUNICATION TECHNOLOGY (ICT) SERVICE MANAGEMENT AND DELIVERY AREA SUB- AREA/LEVEL SERVER INFRASTRUCTURE SUPPORT NETWORK LEVEL 5 System Technologist Network Technologist LEVEL 4 LEVEL 3 IT Executive IT Technician LEVEL 2 LEVEL 1 No Level No Level 2 30 March 2011. Open Day Proposed Establishment Of Malaysian Board Of Technologists (MBOT) iii

Table 1.2: Occupational Area Structure (OAS) for the Infrastructure Support area SECTOR SUB SECTOR AREA INFORMATION AND COMMUNICATION TECHNOLOGY (ICT) SERVICE MANAGEMENT AND DELIVERY INFRASTRUCTURE SUPPORT JOB AREA SERVER NETWORK LEVEL 5 LEVEL 4 LEVEL 3 LEVEL 2 LEVEL 1 IT Infrastructure Development IT Support And Maintenance IT Support And Maintenance No Level No Level The Occupational Area Analysis is carried out so that the current job titles in the industry are translated into the job areas required of the personnel. In doing so, candidates will have better employment prospects as there will be no mismatch of job titles to expected job competencies. This is because different organisations use different job titles. Certification will also be able to reflect the job competencies correctly and avoid confusion of job scope based on job titles. The Occupational Area Structure as shown in Table 1.2 shows that the competencies at level 4 reflect the job scope of IT Support and Maintenance, whereas at level 5 the individual will be responsible for IT Infrastructure Development. The NOSS at level 5 is developed to accommodate competencies for both System and Network Technologists. This is to reflect the personnel at level 5 that will usually specialise either in server or network areas of work. In retrospect, the Occupational Structure as defined in the ICT Occupational Analysis developed in the year 2011 had defined the areas under Infrastructure Support. In comparison to the previous OA, the current job area for IT Support and Maintenance includes all competencies related to Data Centre, Network and end-user computing and is reflected in the IT Support and Maintenance NOSS and IT Infrastructure Development NOSS. Therefore, for those wishing to pursue this program, they must possess qualifications in basic networking and computing. iv

Below in Table 1.3 is a brief mapping of the Network and Computer Systems NOSS Level 3 Competency Units against the Competency Units of the IT Support and Maintenance NOSS program at Level 4 that show the competency units are suitable as the basic competencies required when entering the IT Support and Maintenance Level 4 NOSS program. Table 1.3: Mapping between pre-requisite competency units in Network and Computer Systems Level 3 NOSS and IT Support and Maintenance NOSS Level 4 Competency Units Competency Unit Computer system Set-up Computer system Maintenance Computer system Repair Server installation Server Maintenance Computer Network Connectivity set-up Mobile Device Configuration Computer System Set-up Server Installation Network Cable Installation Computer Network set-up Computer Network Maintenance Mobile Device Configuration IT Support and Maintenance Level 4 NOSS Competency Units IT End IT Client IT Network Server IT Storage User Technical Equipment Operation Maintenance Training Support Maintenance Maintenance Computer System Operation SKM Level 3 Computer Network Services SKM Level 3 Therefore, from this mapping it can be seen that the Computer Systems Operation NOSS and Computer Network Systems NOSS at Level 3 can be considered the certifications suitable as a pre requisite to enter the IT Support and Maintenance NOSS program at Level 4. v

3. DEFINITION OF COMPETENCY LEVEL NOSS is developed for various occupational areas. Candidates for certification must be assessed and trained at certain levels to substantiate competencies. Below is a guideline of each NOSS Level as defined by the Department of Skills Development, Ministry of Human Resources, Malaysia. Level 1 Level 2 Level 3 Level 4 Level 5 : Competent in performing a range of varied work activities, most of which are routine and predictable. : Competent in performing a significant range of varied work activities, performed in a variety of contexts. Some of the activities are non routine and require individual responsibility and autonomy. : Competent in performing a broad range of varied work activities, performed in a variety of contexts, most of which are complex and non routine. There is considerable responsibility and autonomy and control or guidance of others is often required. : Competent in performing a broad range of complex technical or professional work activities performed in a wide variety of contexts and with a substantial degree of personal responsibility and autonomy. Responsibility for the work of others and allocation of resources is often present. : Competent in applying a significant range of fundamental principles and complex techniques across a wide and often unpredictable variety of contexts. Very substantial personal autonomy and often significant responsibility for the work of others and for the allocation of substantial resources features strongly, as do personal accountabilities for analysis, diagnosis, planning, execution and evaluation. vi

4. AWARD OF CERTIFICATION The Director General shall award to any person upon successfully completing the NOSS Program, the following skills level qualifications: a) Malaysian Skills Certificate/Sijil Kemahiran Malaysia (SKM) Level 1,2 & 3 b) Malaysian Skills Diploma/Diploma Kemahiran Malaysia (DKM) Level 4 c) Malaysian Skills Advanced Diploma/Diploma Lanjutan Kemahiran Malaysia (DLKM) Level 5 d) Statement of Achievement/ Penyata Pencapaian (PC) No person shall be awarded a Certificate unless he/she satisfies the set by Malaysian Skills Certification System. Candidates after being competent verified and having fulfilled Malaysian Skill Certification shall be awarded with the Diploma Lanjutan Kemahiran Malaysia at Level 5 for this particular NOSS. 5. OCCUPATIONAL COMPETENCIES The IT Infrastructure Development (Level 5) personnel must be competent in performing the following core competencies: IT Network Design Enterprise Server Design IT Network Implementation Enterprise Server Implementation IT Infrastructure Security Administration IT Infrastructure Performance Analysis IT Storage Infrastructure Management Optionally, IT Infrastructure Development (Level 5) NOSS personnel are competent in performing the following elective competency: Business Continuity Management 6. WORKING CONDITIONS The personnel in the IT Infrastructure Development area must be thoroughly knowledgeable and up to date in the latest technology in ICT. They may be required to conduct various projects and coordinate the work of subordinates. As the personnel will deal with clients they must be familiar with the client s nature of business to enable further understanding of a client s situation and needs. Good communication, problem solving and analytical skills are important in their line of work. Some personnel work on a contractual basis which leads to the labour market being more competitive. Personnel who are highly skilled and up to date in technology are able to demand better paying positions. vii

7. EMPLOYMENT PROSPECTS Personnel under this job area are in demand as most organisations rely on the efficiency of IT infrastructure and network technology to improve business processes and operation. However, they may also be able to branch out into other areas based on their experience and skills under IT Support. i. Employment opportunities Other related occupations with respect to employment opportunities are: Product Sales Executive IT Entrepreneur Educator in IT Product Vendor IT Auditor IT Solutions Consultant ii. List of industries Whereas the related industries with respect to employment opportunities are: Product Sales IT Entrepreneurship IT Education IT Auditing IT Solutions Consultation 8. CAREER ADVANCEMENT i. Training The personnel in the industry are recognised by members of the IT industry in Malaysia. ii. Industrial / Professional Recognition: Personnel in this industry are encouraged to obtain professional certification from principal organisations in the IT industry. 9. SOURCES OF ADDITIONAL INFORMATION i. Ministry of Communications & Multimedia (MCM) Kementerian Komunikasi dan Multimedia Malaysia (KKMM) Lot 4G9,Persiaran Perdana, Presint 4, Pusat Pentadbiran Kerajaan Persekutuan, 62100,Putrajaya No Tel : 03-8000 8000 E-mail : webmaster@kkmm.gov.my viii

ii. iii. iv. Multimedia Development Corporation (MDeC) MSC Malaysia Headquarters 2360 Persiaran APEC 63000 Cyberjaya Selangor DarulEhsan. Tel. No : 1-800-88-8338 (within Malaysia) +6 03 8315 3000 (outside Malaysia) Fax No :603-8315 3115 E-mail :clic@mdec.com.my Malaysian Communications and Multimedia Commission (MCMC) Off Persiaran Multimedia 63000 Cyberjaya. Selangor Darul Ehsan Tel No : +60 3 8688 8000 Fax No : +60 3 8688 1000 E-mail : ccd@cmc.gov.my Cyber Security Malaysia Level 5, Sapura@Mines, No. 7 Jalan Tasik, The Mines Resort City, 43300 Seri Kembangan, Selangor Darul Ehsan, Tel No : +603-8992 6888 Fax No : +603-8945 3205 E-mail : info@cybersecurity.my v. Persatuan Industri Komputer dan Multimedia Malaysia (PIKOM) E1, Empire Damansara E-01-G, No,2, Jalan PJU 8/8A, Damansara Perdana 47820 Petaling Jaya, Selangor. Tel. No : 603-40650078 Fax No. : 603-40650079 E-mail : info@pikom.org.my 10. ACKNOWLEDGEMENT The Director General of DSD would like to extend his gratitude to all those involved for their tireless effort to initiate, coordinate and monitor the progress as well as being directly involved in the development of the NOSS, these individuals include : i. Puan Noraizah Mohammad ii. Professor Madya Wardah Zainal Abidin iii. Professor Madya Dr Mohd Khanapi Abd Ghani iv. Encik Ahmad Zaki Zainal v. Encik Situah Ariff Zakaria ix

11. NATIONAL OCCUPATIONAL SKILLS STANDARD (NOSS) DEVELOPMENT COMMITTEE MEMBERS PANEL COMMITTEE MEMBERS FOR IT INFRASTRUCTURE DEVELOPMENT (LEVEL 5) 1. Abidah Binti Hamad 2. Ahmad Zul Harie Bin Shahar 3. Ariff Faisal Bin Ilyas 4. Mohamed Faiz Bin Mohamed Salleh 5. Mohamad Izwani Bin Mohamad Syaid 6. Mohd Khasbullah Bin Mohamad 7. Mohammad Rizal Bin Lokman 8. Siti Mastura Binti Sheikh Abu Bakar 9. Yuslinda Binti Mohd Yunus ITO Svc Delivery Cons II (SLA Reporting) Hewlett-Packard (M) Sdn Bhd (Cyberjaya Campus) Assistant Vocational Training Officer Kolej Kemahiran Tinggi MARA, Rembau Technical Manager Pintar Elit Consulting Sdn Bhd Head of IT Department/IT Executive Intelisys Technology Sdn Bhd Network Engineer-Change Implementer Hewlett-Packard Enterprise Service IT Executive Nuri Warisan Network/System Engineer CTC-Global Run & Maintain Engineer T-systems Sdn. Bhd Operation Client Manager SHELL Information Technology International FACILITATOR 1. Evarina binti Amiron Professional & Technical Academy x

COMPETENCY PROFILE CHART (CPC) SECTOR SUB SECTOR JOB AREA NOSS TITLE INFORMATION AND COMMUNICATION TECHNOLOGY (ICT) SERVICE MANAGEMENT AND DELIVERY IT INFRASTRUCTURE SUPPORT IT INFRASTRUCTURE DEVELOPMENT JOB LEVEL FIVE (5) NOSS CODE COMPETENCY COMPETENCY UNIT CORE IT NETWORK DESIGN ENTERPRISE FUNCTIONALITY SERVER DESIGN IT NETWORK IMPLEMENTATION ENTERPRISE SERVER IMPLEMENTATION IT INFRASTRUCTURE SECURITY ADMINISTRATION IT INFRASTRUCTURE PERFOMANCE MONITORING IT STORAGE INFRASTRUCTURE MANAGEMENT ELECTIVE BUSINESS CONTINUITY MANAGEMENT 1

SECTOR SUB SECTOR JOB AREA NOSS TITLE INFORMATION AND COMMUNICATION TECHNOLOGY (ICT) SERVICE MANAGEMENT AND DELIVERY IT INFRASTRUCTURE SUPPORT IT INFRASTRUCTURE DEVELOPMENT LEVEL FIVE (5) NOSS CODE CU Title CU Code CU Descriptor CU Work Activities Performance Criteria 1. IT Network Design IT Network design is referred to IT network development based on user requirement, for example segmentation, number of switches to be used, model of switch to be used, model of router, number of network point required and location for future enhancement. The person who is competent in IT network design shall be able to analyse IT network design, plan IT network design and propose IT network design plan. The outcome of this competency is to produce an IT network design plan that fulfils organisation. 1. Analyse IT network design 1.1 User and business process interpreted 1.2 Current network capacity and business relevant workloads checked 1.3 Service level 1.4 Required scalability, high availability and cost estimation 1.5 Number of required network clients, Internet Protocol (IP) addresses, number of subnet and range required for each subnet 1.6 Hardware network design function 1.7 Network topology, cabling connection and routing protocol 2. Plan IT network design 2.1 Optimal network performance configuration according to service levels and business 2.2 List of range and subnet mask of IP 2

CU Title CU Code CU Descriptor CU Work Activities Performance Criteria addresses produced 2.3 Logical diagram and physical diagram produced 2.4 Network equipment specification document and cable specification document produced 2.5 Cost estimation, risk management and scalability included in network design proposal 3. Propose IT network design plan 3.1 Network design proposal produced according to organisational format 3.2 Network design proposal presented for approval according to organisational procedures 3.3 Network design proposal amended according to client 2. Enterprise Functionality Server Design Enterprise Functionality Server Design involves planning of server architecture based on server functionality and user. The person who is competent in enterprise functionality server design shall be able to analyse enterprise server design, plan enterprise server design and propose enterprise server design plan. The outcome of this competency is to produce an enterprise 1. Analyse enterprise functionality server design 1.1 User and business process interpreted 1.2 Current capacity and business relevant workloads checked 1.3 Service level 1.4 Required scalability, high availability, and cost estimation 1.5 Server functionality according to user 1.6 Server architecture, server specification, server services and application to be used in the server, location of server installation and server connection to the network 3

CU Title CU Code CU Descriptor CU Work Activities Performance Criteria functionality server design plan that fulfils organisation. 1.7 Optimal server performance configuration according to service levels and business 2. Design enterprise server architecture 2.1 Server physical design layout and server logical design layout produced 2.2 Server specification document produced 2.3 Cost estimation, risk management and scalability included in server design proposal 3. Propose enterprise server architecture 3.1 Server design proposal produced according to organisational format 3.2 Server design proposal presented for approval 3.3 Server design proposal amended according to client 3. IT Network Implementation IT Network Implementation is to carry out IT network deployment based on network design within project timeframe The person who is competent in IT network implementation shall be able to analyse IT network implementation requirement, implement IT network deployment, test IT network deployment and finalise IT network implementation 1. Analyse IT network implementation requirement 2. Implement IT network deployment 1.1 Project interpreted 1.2 Network design interpreted 1.3 Network specification 1.4 Project timeframe and schedule interpreted 1.5 Network implementation resources 1.6 Network implementation strategy 2.1 Network inventory checked against Bill Of Material (BoM) 2.2 Network team tasking delegated 4

CU Title CU Code CU Descriptor CU Work Activities Performance Criteria document. The outcome of this competency is to deploy IT network equipment according to approved network design 3. Test IT network deployment 2.3 Network installation performed 2.4 Network configuration performed 3.1 Network functionality testing performed 3.2 Network installation and configuration issues resolved as required 3.3 Network testing result recorded 4. Finalise IT network implementation document 4.1 Network implementation checklist completed 4.2 Network implementation issues highlighted 4.3 Network implementation document compiled 4.4 Network implementation document submitted to management for approval and review 4. Enterprise Server Implementation Enterprise Server Implementation is to carry out server installation based on server architecture design within project timeframe The person who is competent in enterprise server implementation shall be able to analyse enterprise server implementation requirement, implement enterprise server deployment, conduct enterprise server functionality testing and finalise enterprise server 1. Analyse enterprise server 2. Implement enterprise server deployment 1.1 Project interpreted 1.2 Server design interpreted 1.3 Server specification 1.4 Project timeframe and schedule interpreted 1.5 Server implementation resources and implementation strategy 2.1 BOM confirmed against server requirement checklist 2.2 Server implementation team tasking delegated 2.3 Coordination of server location set 5

CU Title CU Code CU Descriptor CU Work Activities Performance Criteria implementation document. The outcome of this competency is to set up server hardware and services according to approved server design 3. Conduct enterprise server functionality testing up performed 2.4 Network Operating System installation performed 3.1 Functionality testing documentation 3.2 Network settings, server storage and server services configured 3.3 Software application installed and configured 3.4 Server security mechanism and services configured 3.5 Operating System (OS) patches/ updates configured 3.6 Server configuration testing performed 3.7 Resolving of server installation and configuration issues confirmed according to test results 4. Finalise enterprise server implementation document 4.1 Server implementation checklist completed 4.2 Server implementation issues highlighted in report 4.3 Server implementation document produced 4.4 Server implementation document submitted to management 5. IT Infrastructure Security Administration IT Infrastructure Security Administration consists of the provisions and policies to prevent and monitor unauthorised access, misuse, modification, or denial of a computer network and network 1. Review IT infrastructure network policy configuration 1.1 Organisation policy and Standard Operating Procedure (SOP) for IT infrastructure interpreted 1.2 Network administration tools and server services required to enforce network policy 6

CU Title CU Code CU Descriptor CU Work Activities Performance Criteria accessible resources. The person who is competent in IT infrastructure security administration shall be able to review IT infrastructure network policy, administer user access and control, administer network file system, administer server s client access license, administer antivirus infrastructure, administer network security firewall and administer network intrusion detection and prevention system infrastructure The outcome of this competency is to administer IT infrastructure security according to user and organisation 2. Administer user access and control 1.3 Security settings and parameters according to policies and procedures 1.4 Security settings and change management documentation updated 2.1 User access information and obtained according to organisational SOP 2.2 User access level and security controls 2.3 User access information and log record configured 2.4 Security access provided to client 2.5 User account and security access details recorded 2.6 User access log auditing performed according to schedule 3. Administer Network File System 3.1 User and network requirement 3.2 File and folder structure designed according to user 3.3 Security, access and sharing of file systems set according to user and organisational 3.4 File system access confirmed 3.5 File system documented in accordance with organisational standards 7

CU Title CU Code CU Descriptor CU Work Activities Performance Criteria 4. Administer server s client access license 4.1 Requirements for licensing compliance 4.2 Software and licensing model according to organisation 4.3 Software license serial number and client location 4.4 Additional license or upgrade 4.5 License parameter on server system configured 4.5 Access license auditing performed according to schedule 5. Administer anti-virus infrastructure 6. Administer network security firewall 5.1 Anti-virus infrastructure based on organisational 5.2 Anti-virus infrastructure functionality checked 5.3 Anti-virus server configurations checked 5.4 Client access to anti-virus servers checked 5.5 Anti-virus protection for the network implemented according to organisational procedures 5.6 Remote administration performed as required 5.7 Anti-virus auditing performed according to schedule 6.1 Firewall security issues 6.2 Firewall appliance infrastructure 8

CU Title CU Code CU Descriptor CU Work Activities Performance Criteria 6.3 Firewall configurations checked 6.4 Firewall configurations updated 6.5 Client access to network confirmed 7. Administer network intrusion detection and prevention system infrastructure 7.1 Security policy issues 7.2 Reported intrusion issues interpreted 7.3 Existing network protection infrastructure 7.4 Network intrusion detection and prevention activities coordinated with upper level IT infrastructure management 7.5 Event log, server log, network protection sensors/agents evaluated 7.6 System protection tuning/customisation performed 7.7 Intrusion detection system agents deployment performed as required 7.8 Network access activity monitored for a period of time 9

CU Title CU Code CU Descriptor CU Work Activities Performance Criteria 6. IT Infrastructure Performance Monitoring IT Infrastructure Performance Monitoring refers to the ability to assess IT infrastructure performance in order to troubleshoot IT infrastructure performance issues or as per request by management. IT infrastructure performance monitoring consists of analysing the network by applying specific network tools and method. The person who is competent in IT infrastructure performance monitoring shall be able to monitor IT infrastructure performance, analyse IT infrastructure performance monitoring and present IT infrastructure performance monitoring report. The outcome of this competency is to perform IT infrastructure performance monitoring and present the IT infrastructure performance monitoring report according to IT management. 1. Monitor IT infrastructure performance 2. Analyse IT infrastructure performance 3. Present IT infrastructure performance monitoring report 1.1 IT infrastructure for performance monitoring 1.2 IT infrastructure performance monitoring objectives according to organisation s 1.3 IT infrastructure performance monitoring method 1.4 IT infrastructure performance monitoring tools 1.5 IT infrastructure performance monitoring schedule interpreted 1.6 IT infrastructure performance monitoring performed according to schedule 2.1 IT infrastructure performance monitoring results generated 2.2 IT infrastructure performance monitoring results interpreted 2.3 IT infrastructure performance result concluded 2.4 Root cause of the issue based on performance monitoring results confirmed and explained 3.1 IT infrastructure performance monitoring conclusions summarised in report 3.2 Recommendation included in performance monitoring report 3.3 IT infrastructure performance monitoring report submitted and presented to management 10

CU Title CU Code CU Descriptor CU Work Activities Performance Criteria 7. IT Storage Infrastructure Management IT Storage Infrastructure Management involves planning and management of IT storage infrastructure for an enterprise organization. The person who is competent in IT Storage Infrastructure Management shall be able to analyse current storage IT infrastructure, propose IT storage infrastructure solution, implement IT storage infrastructure solution and finalise IT storage implementation document 1. Analyse current IT storage infrastructure management 1.1 Client interpreted 1.2 Service level and current capacity 1.3 Required scalability, high availability and cost estimation 1.4 System architecture 1.5 Type of storage server 1.6 Type of storage technology 1.7 Type of storage device suitable for storage technology 1.8 Server storage protocol 1.9 Type of storage topology The outcome of this competency is to manage IT Storage infrastructure so that it is reliable, accessible and fulfils organisation. 2. Propose IT storage infrastructure solution 3. Implement IT storage infrastructure solution 2.1 Type of storage device selected according to storage design and storage technology 2.2 Risk management, scalability and storage design cost effectiveness included in proposal 2.3 Storage hardware/software compatibility with existing IT infrastructure confirmed 2.4 Storage and backup procedures according to SLA 2.5 IT storage infrastructure proposal produced 3.1 Storage implementation team tasking delegated 3.2 Storage firmware updated 11

CU Title CU Code CU Descriptor CU Work Activities Performance Criteria 3.3 Storage systems setup 3.4 Storage system settings configured 3.5 Configuration Management system installed and configured in management server 3.6 Storage security configured 3.7 Storage access enabled using mapping/zoning 4. Finalise IT storage infrastructure implementation document 4.1 Storage functionality testing performed 4.2 Storage installation and configuration issues resolved as required 4.3 Storage infrastructure implementation checklist completed 4.4 Storage infrastructure implementation report produced 4.5 Storage infrastructure implementation document submitted to management 8. Business Continuity Management Business continuity is the activity performed by an organization to ensure that critical business functions will be available to stakeholders that must have access to those functions. Business Continuity refers to activities performed daily to maintain service, consistency, and recoverability. The foundation of 1. Conduct Business Impact Analysis 1.1 Business operation interpreted 1.2 Information system functionality related to business operation interpreted 1.3 Criticality, recovery point objectives, and recovery time objectives through Business Impact Analysis 12

CU Title CU Code CU Descriptor CU Work Activities Performance Criteria business continuity are the standards, program development, and supporting policies; guidelines, and procedures needed to ensure a firm to continue without stoppage, irrespective of the adverse circumstances or events. All system design, implementation, support, and maintenance must be based on this foundation in order to have any hope of achieving business continuity, disaster recovery, or in some cases, system support. He or She is responsible for planning and managing system operations to maintain service, consistency, and recoverability in the event of an accident, disaster, emergency, and/or threat. The person who is competent shall be able to conduct Business Impact Analysis conduct risk mitigation planning, conduct business recovery planning, implement the Business Continuity plan, and evaluate implementation according to disaster recovery/business continuity standards The outcome of this competency is to ensure service availability and 2. Conduct risk mitigation planning 3. Conduct business recovery planning techniques 1.4 Extent and timescale of the impact on different levels of an organization 1.5 Effect of disruption on operational, functional and strategic activities of an organization 2.1 Potential risks and threats to critical business activities both internally and from the external environment 2.2 Procedures to enable risk mitigation 2.3 Outage timeframe based on accepted business operation downtime 2.4 Risk mitigation plan documented 3.1 Emergency Response team personnel 3.2 Emergency response and management procedures required during situations in which the plan is to be activated based on disaster recovery/business continuity standards 3.3 Damage assessment procedures according to disaster recovery/business continuity standards 3.4 Disaster declaration procedures 13

CU Title CU Code CU Descriptor CU Work Activities Performance Criteria reliability in order to achieve business continuity, disaster recovery, or in some cases, system support. according to disaster recovery/business continuity standards 3.1 Emergency Response team personnel 3.2 Damage assessment procedures according to disaster recovery/business continuity standards 3.3 Disaster declaration procedures according to disaster recovery/business continuity standards 3.4 Instructions on recovering operations 3.5 Document management procedures in event of disaster 3.6 Disaster recovery plan documented 4. Implement business continuity in system operations 4.1 Business Continuity plan which include risk mitigation plan and disaster recovery plan compiled 4.2 Business Continuity procedures and information documented 4.3 Business Continuity plan communicated and disseminated to organisation personnel through awareness and training programs 4.4 Emergency communications and coordination with public authorities carried out in event of 14

CU Title CU Code CU Descriptor CU Work Activities Performance Criteria 5. Evaluate business continuity management implementation emergency 4.5 Change management procedures enforced based on business continuity 5.1 Business continuity procedures checked against business continuity plan 5.2 Business continuity in terms of document and information management assessed 5.3 Business continuity implemented in business operations assessed 5.4 Business continuity plan issues 5.5 Solutions to improve on business continuity procedures proposed 5.6 Business continuity plan revised based on evaluation findings 15

CURRICULUM of COMPETENCY UNIT (CoCU) SECTOR SUB SECTOR JOB AREA NOSS AREA COMPETENCY UNIT TITLE INFORMATION AND COMMUNICATION TECHNOLOGY (ICT) SERVICE MANAGEMENT AND DELIVERY IT INFRASTRUCTURE SUPPORT IT INFRASTRUCTURE DEVELOPMENT IT NETWORK DESIGN The outcome of this competency is to produce an IT network design architecture that fulfils organisation. Upon completion of this competency unit, the trainee will be able to: LEARNING OUTCOME Analyse IT network Design IT network Propose IT network design PRE-REQUISITE (if applicable) NIL COMPETENCY UNIT ID LEVEL Five (5) TRAINING DURATION 200 Hours CREDIT VALUES 20 Work Activities Related Knowledge Related Skills Attitude / Safety / Environmental Training Hours Delivery Mode Assessment Criteria 1. Analyse IT network design i. Types of design tools such as: Manual design tool Software application design tool ii. Business processes : Company SOP Business workflow i. Communicate with client ii. Identify user and business process iii. Review current network capacity and business relevant workloads iv. Determine Service Level Attitude: i. Communicate effectively ii. Apply communication ethics iii. Proactive when obtaining design details iv. Analytical thinking when analysing Related Knowledge: 14 Related Skills: 56 Related Knowledge : Lecture Discussion Related Skills: Demonstration Problem based learning i. User and business process interpreted and explained ii. Current network capacity and business relevant workloads checked and 16

Work Activities Related Knowledge Related Skills Network Capacity Business Output iii. Service Level Agreement (SLA) elements such as: Objective Content Types of SLA SLA and relevant Business requirement iv. Project Management such as: Schedule Manpower Costing v. Network Technology such as : Scalability, High availability vi. Network for: Network topology Cabling connection Routing protocol Number of required network clients, Internet Protocol (IP) addresses Number of v. Determine required scalability, high availability and cost estimation vi. Specify number of required network clients, IP addresses, number of subnet and range required for each subnet vii. Identify network design function viii. Identify network topology, cabling connection & routing protocol. Attitude / Safety / Environmental v. Up to date with current technology Training Hours Delivery Mode Assessment Criteria described iii. Service level and explained iv. Required scalability, high availability and cost estimation and explained v. Number of required network clients, Internet Protocol (IP) addresses, number of subnet and range required for each subnet and explained vi. Hardware network design function and explained vii. Network topology, cabling connection and routing protocol and explained 17

Work Activities Related Knowledge Related Skills subnet Range required for each subnet Attitude / Safety / Environmental Training Hours Delivery Mode Assessment Criteria 2. Design IT network i. Optimal network configuration such as: Business Network technology Cost optimisation Risk management ii. Network design specification for: Sub netting IP Addressing Network equipment specification Cable specification iii. Logical diagram/ physical diagram : Plan layout Network design specification Design tools iv. Bill of Quantities (BoQ) elements such as: Quantity Cost estimation i. Identify optimal network performance configuration ii. Prepare list of range and subnet mask of IP addresses iii. Prepare logical diagram and physical diagram iv. Prepare network equipment specification document and cable specification document produced v. Determine cost estimation, risk management and scalability included in network design Attitude: i. Creative and strategic when planning network design ii. In line with business and cost optimisation iii. Aware of cost effectiveness, risk management & scalability. iv. Precise in preparing documents Related Knowledge: 16 Related Skills: 64 Related Knowledge : Lecture Discussion Related Skills: Demo Problem based learning Simulation i. Optimal network performance configuration according to service levels and business ii. List of range and subnet mask of IP addresses produced iii. Logical diagram and physical diagram produced iv. Network equipment specification document and cable specification document produced v. Cost estimation, risk management and scalability included and explained in network design proposal 18

Work Activities Related Knowledge Related Skills 3. Propose IT network design plan i. Proposal delivery method such as: Multimedia Presentation Documentation submission (i.e. RFP, RFQ, Tender) ii. Submission procedures i. Produce network design proposal ii. Present Network design proposal for approval iii. Confirm network design proposal with business iv. Amend Network design proposal v. Finalise Network design Attitude / Safety / Environmental Attitude: i. Apply negotiation and presentation skills ii. Confident and communicate effectively Training Hours Related Knowledge: 10 Related Skills: 40 Delivery Mode Related Knowledge : Lecture Discussion Related Skills: Demo Problem Based Learning Simulation Assessment Criteria i. Preparation of network design proposal produced according to format ii. Presentation of network design proposal demonstrated and explained iii. Amendment of network design proposal demonstrated and described Employability Skills Core Abilities NIL Social Skills 1. Communication skills 2. Conceptual skills 3. Interpersonal skills 4. Learning skills 5. Leadership skills 6. Multitasking and prioritizing 7. Self-discipline 8. Team work 19

Tools, Equipment and Materials (TEM) ITEMS 1. Related design software 2. Plan layout 3. Sample of Company S.O.P 4. Sample of product information/technology review 5. Sample of RFP/RFQ/Tender 6. Sample of logical and physical diagram 7. Computer lab with internet access RATIO (TEM : Trainees) 1:1 1:1 1:1 1:1 1:1 1:1 1:25 REFERENCES 1. James D. McCabe. (2010).Network Analysis, Architecture, and Design. Morgan Kaufmann. ISBN 008054875X 2. Heerkens, Gary R. (2002).Project Management. McGraw Hill. ISBN 0-07-137952-5 20

GLOSSARY BOM OS RAID SLA IT ICT S.O.P NPS CAL SIL NAT VPN DMZ HDD UPS UTP FMC KVM LAN NOS IP Bill of Material Operating System Redundant Array of Independent Disk Service Level Agreement Information Technology Information and Communication Technology Standard Operating Procedure Network Policy Server Client Access License Server Infrastructure Licensing Network Address Translation Virtual Private Network Demilitarized Zone Hard Disk Drive Uninterruptible Power Supply Unshielded Twisted Pair Fibre Media Converters Keyboard Video Mouse switch Local Area Network Network Operating System Internet Protocol A2