C1. Identify and interpret customer requirements
• Requirements are complete and accurate • Requirements reflect current customer
expectations
• Information is effectively gathered, organized and analyzed
• Internal, external and global customers are consulted
• Knowledge of installation processes • Ability to query existing knowledge base • Knowledge of hardware, software,
operating system and networking principles • Knowledge of technologies and
cultural variables of internal, external and global customers
• Ability to pose critical questions • Ability to compile multiple viewpoints • Ability to identify and prioritize need
for data
• Ability to analyze data and contrast conflicting data
• Ability to communicate clearly about options and priorities with customers
C2. Evaluate present software and system configuration
• Accurate and complete description of software and system configuration is obtained
• Gathered data is verified against optimal configuration
• Deficiencies in configuration are clearly and concisely identified
• Information is effectively and correctly gathered, organized and analyzed
• Ability to identify system components • Knowledge of multiple operating systems,
applications and hardware • Knowledge of networks and online
resources, both internal and external • Knowledge of system configurations and
performance characteristics • Knowledge of multiple standard
configurations within the organization
• Ability to examine information/data for relevance and accuracy
• Ability to pose specific technical questions
• Ability to understand, interpret and recognize the accuracy of information
KEY ACTIVITY
PERFORMANCE INDICATORS
TECHNICAL KNOWLEDGE
EMPLOYABILITY SKILLS
How do we know when the key activity is performed well? Skills, Abilities, Tools SCANS Skills and Foundation Abilities
Technical Support
Critical Work Function: Perform Hardware and Software Installation, Configuration, Upgrades and Network Support
C3. Develop installation plan
• Installation plan is appropriate and timely, and documentation is complete and accurate
• Installation plan includes input from key stakeholders and is designed for minimal impact on workflow and productivity • Installation plan includes progress
reporting system and procedures and processes for final delivery and acceptance • Installation plan includes adequate beta
testing and production testing • Recovery plan is designed and in place • Internal, external and global customers
are consulted, and plan is reviewed by stakeholders
• Information is effectively gathered, organized and analyzed, and
documentation is complete and accurate
• Ability to identify installation-related tasks and sequence them accordingly
• Ability to reference knowledge base and online and other information resources • Ability to utilize and create
technical documentation
• Knowledge of practices of internal, external and global customers
• Ability to conceive, implement and track technological solutions
• Knowledge of system network security • Knowledge of recovery theories
and practices
• Ability to generate solutions and devise action plans
• Ability to create detailed supporting documents
• Ability to interpret, synthesize and summarize information
• Ability to respond to customer needs and demonstrate commitment to customer • Ability to interpret and clarify
communication
• Ability to prioritize tasks, prepare schedules and monitor task sequences
C4. Install, configure and test system hardware and peripherals
• System hardware and peripherals are installed and configured according to specifications, schedule and budget • System configuration is refined to meet
user needs
• System hardware is configured for optimum efficiency
• System and network components and peripherals are tested for performance and compatibility
• Knowledge of hardware and peripheral installation and configuration • Knowledge of technical specifications • Ability to use test equipment to analyze
system operation
• Knowledge of hardware and software troubleshooting and adjustment techniques and practices
• Knowledge of system and network test procedures
• Ability to read and follow written instructions
• Ability to interpret pictures and diagrams • Ability to examine the situation, analyze
possible causes/reasons and recommend action plan
• Ability to apply rules/principles to process/procedure and use logic to draw conclusions
KEY ACTIVITY
PERFORMANCE INDICATORS
TECHNICAL KNOWLEDGE
EMPLOYABILITY SKILLS
How do we know when the key activity is performed well? Skills, Abilities, Tools SCANS Skills and Foundation Abilities
Technical Support
Critical Work Function: Perform Hardware and Software Installation, Configuration, Upgrades and Network Support
C5. Install, configure and test new operating systems, applications and upgrades
• Operating and application software, and upgrades are installed and configured according to specifications
• Software configuration is refined to meet user network needs
• Software is configured for optimum system and user efficiency
• System is tested for performance and compatibility
• Accurate assessment is made of the impact of changes on the technical support workload and business processes
• Knowledge of software installation and configuration practices
• Ability to use test programs and other aids to analyze system operation
• Knowledge of hardware and software troubleshooting and adjustment techniques and practices
• Knowledge of applications programs • Knowledge of network optimization
practices
• Ability to read and follow written instructions
• Ability to interpret pictures and diagrams • Ability to examine the situation, analyze
possible causes/reasons and recommend action plan
• Ability to apply rules/principles to process/procedure and use logic to draw conclusions
C6. Optimize system performance
• Impacts of different configurations on performance are evaluated
• User input is considered in making configuration decisions
• Hardware and software are configured for optimum performance
• Knowledge of hardware and software interaction and compatibility
• Ability to detect and resolve hardware and software conflicts
• Ability to identify operational and performance issues
• Ability to generate and apply system and network performance data
• Knowledge of configuration documentation and control
• Ability to compare and contrast information
• Ability to analyze situations and formulate task sequence
• Ability to identify and isolate problems and develop theory on possible cause • Ability to create detailed supporting
KEY ACTIVITY
PERFORMANCE INDICATORS
TECHNICAL KNOWLEDGE
EMPLOYABILITY SKILLS
How do we know when the key activity is performed well? Skills, Abilities, Tools SCANS Skills and Foundation Abilities
Technical Support
Critical Work Function: Perform Hardware and Software Installation, Configuration, Upgrades and Network Support
C7. Perform quality checks on work outcomes
• Quality checks and metrics are defined and applied during installation and
configuration processes
• Outcomes are analyzed and problems are identified
• Recommendations for improvement in processes are developed and communicated
• Customer acceptance is obtained and documented
• Knowledge of operational and performance specifications
• Knowledge of performance checking tools and testing procedures
• Knowledge of acceptable quality and performance standards
• Knowledge of quality indicators relating to customer satisfaction
• Ability to read and follow written instructions
• Ability to recognize patterns/relationships and visually analyze relationship between parts/whole and process/procedure • Ability to interpret, analyze and
summarize/integrate information • Ability to prioritize tasks, prepare
schedule and monitor task sequence • Ability to apply rules/principles to
process/procedure and use logic to draw conclusions
C8. Prepare and maintain systems documentation
• Documentation properly reflects
installation, configuration and changes to hardware, software, systems and network • Documentation is clear and accurate • Documentation follows organization format
and standards
• Documentation has appropriate level of detail
• Documentation clearly identifies changes and impact of changes
• Knowledge of technical documentation tools, procedures and practices
• Knowledge of document control procedures and practices
• Knowledge of configuration standards and terminology
• Knowledge of appropriate levels of detail for procedures and configuration
• Ability to create detailed supporting documentation
• Ability to interpret information, prepare basic summaries and reports and select methods of communication
• Ability to present complex ideas/ information
• Ability to analyze data, integrate multiple items of data and contrast conflicting data • Ability to use logic to draw conclusions
and examine information for relevance and accuracy
C9. Develop contingency and recovery plans
• Contingency and recovery requirements are identified and communicated
• Plans accommodate diverse secure storage locations
• Plans are developed in response to
• Knowledge of data assurance and data security techniques and practices • Knowledge of connectivity theories
and practices
• Knowledge of systems interoperability
• Ability to create detailed supporting documentation
• Ability to present complex ideas/ information effectively to a variety of audiences
KEY ACTIVITY
PERFORMANCE INDICATORS
TECHNICAL KNOWLEDGE
EMPLOYABILITY SKILLS
How do we know when the key activity is performed well? Skills, Abilities, Tools SCANS Skills and Foundation Abilities
Technical Support