Level 4 Certificate in ICT Support in Education: Practitioner – Outcome 2
Higher National Unit specification: statement of standards (cont)
Unit title: ICT Support in Education: Practitioner
Outcome 2
Demonstrate an understanding of the purpose of incident and problem handling within an ICT educational infrastructure
Knowledge and/or Skills
♦ Definition of an incident
♦ Definition of a problem
♦ The difference between an incident and a problem
♦ Functions of incident and problem management
♦ Operations of incident and problem management
Evidence Requirements
Candidates will need to provide evidence to demonstrate their Knowledge and/or Skills by showing that they can:
♦ define incident and problem.
♦ distinguish between a problem and a known error.
♦ understand the operation and lifecycle of incident handling including identification, recording, classification, service restoration, resolution and closure.
♦ understand the operation and lifecycle of problem and error control including identification, recording, assessment, resolution and closure.
♦ demonstrate knowledge of incident and problem management relationships and dependencies: service desk, change management and configuration management.
Evidence for all the knowledge and/or skills in this Outcome must be assessed with Outcomes 1, 3 and 4.
