Level 5 Certificate in ICT Support in Education: Manager – Outcome 1
Higher National Unit specification: statement of standards
Unit title: ICT Support in Education: Manager
Unit code: F81M 35
The sections of the Unit stating the Outcomes, Knowledge and/or Skills, and Evidence Requirements are mandatory.
Where evidence for Outcomes is assessed on a sample basis, the whole of the content listed in the Knowledge and/or Skills section must be taught and available for assessment. Candidates should not know in advance the items on which they will be assessed and different items should be sampled on each assessment occasion.
Outcome 1
Demonstrate an understanding of the role and purpose of service level and service continuity management, availability and capacity management in an ICT infrastructure
Knowledge and/or Skills
♦ Purpose of service level and service continuity management, availability and capacity management
♦ Scope of service level and service continuity management, security management, availability and capacity management
♦ Main components of service level and service continuity management, security management, availability and capacity management
♦ Key considerations of service level and service continuity management, security management, availability and capacity management
Evidence Requirements
Candidates will need to provide evidence to demonstrate their Knowledge and/or Skills by showing that they can:
♦ understand the purpose, scope and operation of service level and service continuity management, security management, availability and capacity management, ensuring the reliability, availability and security of the service.
♦ be aware of the main components of service level and service continuity management, security management, availability and capacity management. Components of availability management, availability plan, measurement benchmark, methods and techniques, reports and audits. Importance of capacity planning, Capacity Management Data Base (CDB), monitoring, maintenance, security and trouble shooting of the ICT operation. Articulate what is involved in the process of service level management: negotiation and agreement of SLAs (Service Level Agreements) between ICT and stakeholders including customers, internal departments and external suppliers.
♦ describe how to implement a basic service level management process.
♦ identify useful measurements to gain benefits from service level management.
♦ be aware of the importance and operation of service continuity including recording, monitoring, maintenance, security and troubleshooting of the ICT operation.
♦ demonstrate awareness of the objectives of service continuity: reduced risk of downtime through proactive activity, service focused, contingency planning and cost reduction.
