Formative Assessment 1

Portfolio of Evidence: IT Tech Support NQF 4: SAQA ID 78964

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IT Technical Support NQF 4– US 14919 & US 14938 – Issue 3 – 01-01-2020

US 14919 RESOLVE COMPUTER USER’S PROBLEMS; NQF LEVEL 4

US 14938 RESOLVE TECHNICAL COMPUTER PROBLEMS; NQF LEVEL 4

Learner Name: Learner ID #: Learner Student Number:

FORMATIVE ASSESSMENT

Formative Assessment 1

Work in groups

Your facilitator will give each group 2 technical problems that have to be resolved. Write down what you should do in order to resolve the problem. Make sure that you:

will be able to verify reported symptoms

use information sources to identify problems – note which sources you use

use industry recommended procedures to identify problems

record sufficient information about the problem to begin an investigation

discuss the problem with the user to determine the priority and timeframe within which the problem has to be resolved

record all the steps for your own records

Share your work with the rest of the group


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Formative Assessment 2

Work in pairs

Use any outdated computer system for this exercise. This can be at home, at your local church, community centre, school, sport club, etc.

Let us say that the system is failing and you have to repair or replace the following components. Find out what it would cost to replace or repair the computer. Compare this with the price of a new computer.

Motherboard

Power Supply

Monitor

Hard drive

CDROM

DVDROM

Memory

Modem

Anti-virus software CD’s

Windows Operating System

Develop a plan to resolve the problem. Make sure that your plan includes the following:

a full description of the problem and the cause of the problem

possible solutions

the costs involved for each solution

the time involved for each solution

the benefits of each solution

the disadvantages of each solution so that the stakeholders can make a judgement about how to best resolve the problem.

estimated costs and benefits

time and resources required

referenced data sources

record actions you take

Compare your plan with that of the rest of the group


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Formative assessment 3

Work in pairs

Develop an information log to record problems and solutions.

Ensure that your log identifies the source for problems that occur often

Ensure that your log shows the volume of problems

Ensure that your log shows sources of new information

Ensure that your log will show future trends as they develop

Attach a copy of this log to your assessment


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SUMMATIVE ASSESSMENTS

Knowledge Questionnaire

Outcome 1: Troubleshoot technical computer problems, identifying possible course of action.

The troubleshooting verifies the reported symptoms and identifies any further symptoms.

1. When first notified of an error or failure, there are 8 steps that should be followed in almost any repair. Name those 8 steps (8)


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2. True or False: Hardware diagnostics let you run a quick check of system hardware and can verify that most system components are working correctly. (1)

3. If a system is having trouble displaying anything on a monitor, there are a limited number of likely

causes. Name those causes. (5)

4. True or False: When looking for a fault; changing all the components relevant to the fault at once you

will save time. (1)

5. When a user is printing to a network printer and a printing error occurs, there are 5 standard things you

should check before looking for a hard-or-software problem. Name the five possible causes of the printing failure that you should check for first. (5)


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6. Complete the following table in terms of troubleshooting tools. Enter the tool that you think it might be

by reading the description: (4)

Tool Description

A ___________will let you restart the system when the operating system is corrupted or when a hard disk error occurs. Write protect the diskette to avoid virus infection.

Many anti-virus products allow you to create a disk that can check a system for virus infection after starting up from a boot disk. Keep this disk write protected.

The ERD is a Windows tool that can verify the operating system and recover critical operating system files.

Keep software updates and service packs on hand. These will have to be reapplied after you reinstall an operating system or application.

The troubleshooting uses information sources to identify known problems.

7. Name four types of information sources, other than your own documentation, where you could find info

on known problems/errors/failures and their solutions. (4)

8. True or False: A full service history of a machine will let you see what types of problems a system has

experienced in the past and what was done to correct them. (1)

The troubleshooting use industry recommended procedures to identify the cause of the problem.

9. Give a short description of how problem isolation is done (2)

10. True or False: It is not important to document your findings after you’ve fixed a failure or an error (1)

11. Some potential problems will seem so obvious to you that you might assume the user has already

checked them. Name three such possibilities (3)


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The troubleshooting results in undiagnosed problems to be forwarded to technical expert support staff for assistance.

12. In the case that you cannot solve a failure immediately by yourself, what should you do? (1)

Outcome 2: Provide solutions to technical computer problems, including time estimates, cost and resources.

The provision estimates the costs and benefits of the solution to allow a judgement to be made about implementing the solution.

The provision describes the solution so that a judgement can be made about the feasibility and effectiveness of the solution.

The provision ensures that a plan for implementing the solution estimates the time and resources required, and specifies milestones.

13. A user has complained that he’s/her machine is extremely slow. You have determined that it is

because of too little memory. Write the steps that you would take from here, including a cost and time estimate it would take to fix the problem, as well as feasibility and the effectiveness of the solution. (5)


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Specific Outcome 3: Maintain information logs of problems identified.

The information logs are maintained in a recording system for problems and solutions.

14. Name the three key sources of information relating to an error or failure (3)

15. True or False: A complete and up-to-date technical library can be one of a technician's most

important maintenance tools. (1)

The information log maintenance identifies sources for occurrence volumes for problems and solution for future reference of technical support for the area of expertise.

16. Include all the components you would list when doing a system inventory (11)


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17. True or False: Products such as Microsoft's Systems Management Server can query systems and

build a system inventory database. (1)

The information log maintenance identifies sources for new information and trends for future reference of technical support in the area of expertise.

18. True or False: A complete service history can provide trend information. One area in which this information can be helpful is in identifying and correcting environmental failures. (1)

19. Name two sources where you could find the latest information on errors or products. (2)

The information logs maintained show an understanding of the need for information logs as sources of information for future reference of technical support for the area of expertise


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20. Name two advantages of storing an up-to-date technical library electronically as opposed to paper work. (2)

21. Why do you think it is important to keep an information log of past problems and solutions on a

machine? (2)

TOTAL 64


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Practical Workplace Logbook

Attach the completed workplace logbook and workbook behind this page

Acknowledgment of Receipt

I ____________________________________________________________________________

(Learner) acknowledge receipt of my Workplace assignment workbook on this the

_______ day of _______________________________ 20______

The process of on-the-job training has been explained to me.

___________________________________

Signature of Learner

_____________________________________________________________________________

Name of Facilitator/Mentor/Supervisor:

__________________________________

Signature of Facilitator/Mentor/Supervisor

Indirect Evidence

Indirect Evidence is evidence produced about the learner from another source. This is usually in the form of reports of third party sources, i.e. sources other than the assessor.

Indirect evidence can be used to verify the authenticity of other forms of evidence. In addition, it may be necessary to corroborate these forms of evidence.

Sources of indirect evidence include:

1) Team outputs

2) Work completed at an earlier stage

3) Performance appraisals

4) Training records

5) Testimonials

6) Reviews and commendations

7) Certificates and qualifications

8) Medals, prizes and trophies

9) Customer / client ratings

Please attach any indirect evidence you may have on the required outcomes within the PoE behind this page.


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Introduction to the Practical Workplace Logbook

Congratulations completing the program. As part of your training you are required to keep a logbook of all practical on the job training and exposure you receive during the learning process.

You will now be assigned to a mentor who will oversee your off-site training, usually referred to as on-the-job training.

The mentor will assist and advise you on the practical aspects of the job, how to fit into the company, what is expected of you as an employee and as a future supervisor.

This Practical Workplace Logbook must be used as a guide to enable learners to achieve the specific outcomes, including the critical cross-field outcomes of the unit standard for this Learning Programme.

The purpose of the Logbook is to indicate to learners and their workplace coaches / mentors / assessors the practical skills to be developed and to be demonstrated by them in the workplace in order for them to meet the requirements of the specific outcomes and critical cross-field outcomes listed in the unit standard.

Learners must be able to prove their competence at the prescribed skills by being given the opportunity to participate in and perform the tasks / responsibilities that will expose them to the specific outcomes and critical cross-field outcomes and associated skills.

Workplace coaches / mentors / assessors must assess competence in the workplace by looking for evidence in a learner to perform the different tasks in a manner that meets the requirements of the unit standard.

Workplace coaches / mentors / assessor must also ensure that the workplace:

Is conducive to fair and objective assessments

Enables the learner to apply and demonstrate skill and knowledge

Allows the learners to feel comfortable to learn and to be assessed

Is supportive of the learning interventions

Organisation Name

Programme Coordinator

Coordinator Contact Details

Training Provider

Provider Role:

Manage delivery

Manage assessment

Manage full provision

Programme Nature and Name

Qualification

Learnership

Learning Programme

Skills Programme

Programme Duration (Notional Hours)

Workplace Component (Notional Hours)


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Criteria Met Not Yet

Met

The learner is familiar with all required workplace exposure for this learning programme, and has access to the logbook requirements

The employer / organisation is familiar with all required workplace exposure for this learning programme and has access to the logbook requirements

All required assessment instruments and resources are available in advance to the employer to carry out workplace assessments


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SUMMATIVE WORKPLACE ASSESSMENTS

Workplace Assignments

Workplace Project

1. Investigate a technical problem a user is experiencing in your workplace and document the

following:

Document the steps you took to investigate the problem

List the questions you asked the user to find out more and include their answers.

Do a cost estimation on a solution

Implement and document the solution

Verbal assessment

Describe the general guidelines of questioning a user about a problem to your facilitator:

Learner signature Facilitator signature

Date Date


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Logbook 14919&14938

Date Assignment No Start Finish Total Hours

e.g.

12/9/2021 1 10:00 14:00 4

Date Learner Signature Date Mentor/Supervisor Signature

Learner Name:

Learner Signature Date

Facilitator Name:

Facilitator Signature Date

PLEASE ATTACH SCREEN DUMPS / SCREENSHOTS AFTER EACH QUESTION / PRACTICAL

COMPLETED


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Declaration of Authenticity of Evidence

I (Initials and Surname)

ID No:

declare/certify that the learning activities completed in the Learner Activity Workbook in its entirety is my own original and authentic work (interpreter declaration to be completed where necessary) I acknowledge that should it come to the attention/reported to the Training Provider/ SETA or relevant authorities, and there is sufficient evidence to prove that there is an irregularity regarding the authenticity of this submission the necessary steps will be taken against me which can result in one or more of the following decisions being taken:

A criminal case being opened,

Learner achievement certificate cancelled, withdrawn

Non processing of Learner Achievement submissions to the SETA pending the outcome of an investigation

De-registration as an Assessor/Moderator (where unauthorised assistance is provided by the Assessor/Facilitator)

Investigation into the accreditation status of the Training Provider if there is an irregularity on the part of the Training Provider

I know and understand the contents of this declaration: I have no objection to signing the prescribed declaration. The declaration was also explained to me by the Training Provider/Facilitator

Signature of Learner:

Date

Signature of Facilitator:

Date


Learner Signature

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Basic Conditions of Employment Act, 1997 Record of Time Worked

Employee Name: ________________________________________________________

Employee Surname: ______________________________________________________

Employee ID Number: ____________________________________________________

Employee Signature: _____________________________________________________

Employer Name: _________________________________________________________

Employer Signature: ______________________________________________________

Year: 2021

Month: _______________________________________

Total hours worked / productive capacity made available during the month: 160 hours

Work completed:

Time spent on training including classroom training and/or digital learning as well as

study and revision time;

X

Time spent on completing work and digital work tasks (including availability for work); X

Time spent on compiling assessments (formative and summative) for your PoE; X

Time spent on task preparation & research X

Time spent travelling to and from location for task completion X

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Formative Assessment 1

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