Competency Based Curriculum

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Competency Based Curriculum

(Classes 9 to 12; NSQF Levels 1 to 4)

Course: IT-ITes

(Job Role: Domestic IT Helpdesk Attendant, QP Ref. Id.: SSC/Q0110)

Dr.Vinay Swarup Mehrotra

Professor & Head

Curriculum Development and Evaluation Centre (CDEC),

National Skills Qualifications Framework Cell (NSQFC) and

Electronic Media Development Centre (EMDC)

PSS Central Institute of Vocational Education

(a constituent unit of NCERT, an autonomous organization under

Ministry of Human Resource Development, Government of India)

Shyamla Hills, Bhopal – 462 013, M.P., India

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IT-ITeS (Job Role: Domestic IT Helpdesk Attendant, QP Ref. Id.: SSC/Q0110)

(Classes 9 to 12; NSQF Levels 1 to 4)

March, 2015

Publication No: 250-7-2-3H

No of copies: 300

© PSS Central Institute of Vocational Education, 2015

ALL RIGHTS RESERVED

No part of this publication may be reproduced, stored in a retrieval system or

transmitted, in any form or by any means, electronically, mechanical, photocopying,

recording or otherwise without prior permission of the publisher.

This document is supplied subject to the condition that it shall not, by way of trade,

be lent, resold, hired out or otherwise disposed of without the publisher’s consent in

any form of binding or cover other than that in which it is published.

• The document is only for free circulation and distribution.

Coordinator

Dr. Vinay Swarup Mehrotra

Professor & Head

Curriculum Development and Evaluation Centre (CDEC),

National Skills Qualifications Framework Cell (NSQFC) and Electronic Media Development

Centre (EMDC)

Production Assistant

Shri A.M. Vinod Kumar

Published by the Joint Director, PSS Central Institute of Vocational Education, Shyamla Hills, Bhopal-462 013, M.P. India and printed at Gupta Graphics, Bhopal.

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Preface

The Ministry of Human Resource Development (MHRD), Government of India introduced vocational

courses from Class 9

th

_{onwards under the revised Centrally Sponsored Scheme of Vocationalisation of}

Secondary and Higher Secondary Education (CSS of VS & HSE). The MHRD also developed a National

Vocational Education Qualifications Framework (NVEQF), which was subsumed in National Skills

Qualifications Framework (NSQF) in 2013. The NSQF organizes qualifications according to a series of levels

of knowledge and skills. These levels are defined in terms of learning outcomes i.e. the competencies

(knowledge, skills and attitude) which the learners must possess, regardless of whether they were

acquired through formal, non-formal or informal education and training system. Qualifications are made

up of occupational standards for specific areas of learning units or unit of competency. Units of

competency are the specification of knowledge and skill to the standard of performance expected in the

workplace. The unit of competency or National Occupation Standards, comprising generic and technical

competencies that an employee should possess, are laid down by the Sector Skill Council (SSC) of the

respective economic or social sector.

Competency is defined in terms of what a person is required to do (performance), under what

conditions it is done (conditions) and how well it is to be done (standards). It can be broadly categorized

into foundational, practical and reflexive competencies. Generic competencies are considered essential

for a person to participate effectively in the workforce, whereas technical competencies are an

individual’s knowledge and expertise in the specific group task, its processes and its rules and regulations.

The competency based curriculum is broken down into coherent parts known as Units. Each Unit is

further broken down into knowledge and skills on the basis of which evidence is to be provided by the

learner and the evaluation is to be done by the teacher or trainer.

The PSS Central Institute of Vocational Education (PSSCIVE), a constituent unit of National Council

of Educational Research & Training (NCERT) is an apex research and development Institute for vocational

education. The institute has been mandated by the MHRD to develop curricula and courseware for

vocational subjects to be introduced from Classes 9 to 12 (NSQF level 1-4) under the NSQF.

The curriculum has been developed and reviewed by a group of experts and their contributions

are admirably acknowledged. The utility of the curriculum will be adjudged by the qualitative

improvement that it brings about in teaching-learning in vocational subjects. The feedback and

suggestions on the content will be of immense value to us in bringing about necessary improvement in the

curriculum.

Prof. (Dr.) R.B. Shivagunde

Joint Director and Head,

PSS Central Institute of Vocational Education, Bhopal

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1.0 About the Course

Information Technology (IT) and Information Technology-enabled Services (ITeS) are one of the

most significant growth stimulator of the Indian economy. IT and ITes industry has not only influenced

the employment prospects of the people but also affected the social lives of the people by connecting

them through network and social websites. The major segments of the IT-ITes Industry are IT Services,

Business Process Outsourcing (BPO), engineering services, research and development and products.

IT Products being manufactured in India include personal computers, servers, workstations,

supercomputers, data processing equipment, printers, digitizers, etc. Much of the IT related activities are

centred on services in Banking, Financial Services, Insurance, Telecommunication, Manufacturing, and

Retail.

Indian IT Industry has been contributing substantially to India's Gross Domestic Product, exports and

employment. The sector is responsible for enabling employment to an additional 8.9 million people in

various associated sectors, such as security, transportation, housekeeping, catering, etc. It has grown

tremendously over the last 15 years. The industry employs around 2.2 million people. Internet has made

revolutionary changes with possibilities of online booking of tickets rail or air, filing Income Tax returns,

online application for passports, online banking, etc. With an internet user-base of over 125 million,

which is likely to grow to about half-a-billion over the next few years, and also an established base of 950

million mobile users, India will be a key player in the cyber-world.

IT Helpdesk Attendant in IT-ITeS Industry is also known as Helpdesk Executive, Service Desk Executive,

Technology Support Executive, IT Support Executive, and Helpdesk Coordinator. An IT Helpdesk

Attendants are the initial point of contact for internal company customers seeking assistance and support

with the company’s intranet, desktop devices, and other business applications that are maintained by the

support team. Primary responsibility of individuals at this job is to provide user support, managing

Customer Service Desk application, responding to all incoming service requests and customer service,

quickly diagnose technical issues and arrange solutions during normal operational business hours. They are

responsible for the smooth running of computer systems and ensuring that the users get maximum

benefits from them. The tasks of a IT Helpdesk Attendant vary, depending on the size and structure of the

organization and may include installing and configuring computer operating systems and applications;

monitoring and maintaining computer systems and networks, dealing with staff/clients either face to face

or over the telephone to help set up systems or resolve issues, troubleshooting network problems and

diagnosing and solving hardware/software faults.

The job of IT Helpdesk Attendant requires the individual to have thorough knowledge of various

technology trends and processes as well as have updated knowledge about IT initiatives. An IT Helpdesk

Attendant should be highly motivated and energetic so as to respond to all issues, update internal

customers on status, solicits additional information, and troubleshoots issues. After completing the

course, one can explore job opportunities in IT multi-national companies, private IT organizations, IT call

centres, IT software or equipment suppliers and IT maintenance companies.

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2.0 Objectives of the Course

On completion of this course, you will be able to:

• Demonstrate the knowledge of modern computers and their parts and peripherals

• Communicate effectively at workplace

• Describe the use of various operating systems and software

• Demonstrate the knowledge of health, safety and security issues

• Follow best practices in IT Helpdesk

• Demonstrate the knowledge of fundamentals of Helpdesk system

• Demonstrate the knowledge of fundamentals of network operating systems

• Demonstrate the knowledge of Microsoft Word, Excel, Access and the internet

• Administer and manage files on Windows and Linux Operating Systems

• Identify security issues and avoid hazards, accidents and injuries

• Configure devices and use utilities of Windows and Linux Operating Systems

• Troubleshoot devices in Windows and Linux Operating Systems

• Demonstrate the knowledge of customer centric attitude for a IT Helpdesk Attendant

• Describe the basics of IT Helpdesk system maintenance

• Demonstrate the knowledge of basics of IT Helpdesk server operating system maintenance and

troubleshooting

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3.0 Course Structure

This course is a planned sequence of instructions consisting of modules called as Units.

NSQF Level 1 (Class 9)

S. No. Unit Code Unit Title No. of Notional

Learning Hours Pre-requisite Unit, if any

1. ITHA101-NQ2015 Computer Fundamentals – I 25 Nil

2. ITHA102-NQ2015 Communication at Workplace 25 Nil

3. ITHA103-NQ2015 Computer Operating Systems - I 15 Nil

4. ITHA104-NQ2015 Health, Safety and Security at Workplace- I 15 Nil

5. ITHA105-NQ2015 IT Helpdesk System Fundamentals 25 Nil

7. ITHA106-NQ2015 Fundamentals of Network Operating Systems 20 Nil

Total 125

Successful completion of 125 hours of theory sessions and 75 hours of practical activities and on-the-job

learning is to be done for full qualification.

NSQF Level 2 (Class 10)

1. ITHA201-NQ2015 Computer Fundamentals -II 30 ITHA101-NQ2015

2. ITHA202-NQ2015 Communication at Workplace (Basic) 30 ITHA102-NQ2015

3. ITHA203-NQ2015 Computer Operating Systems-II 15 ITHA103-NQ2015

4. ITHA204-NQ2015 Ergonomics- Health, Safety and Security-II 15 Nil

5. ITHA205-NQ2015 IT Helpdesk Communication 15 Nil

6. ITHA206-NQ2015 IT Helpdesk Server Operating System

Installation and Operation 15 Nil

ITHA207-NQ2015 IT Helpdesk Network Operating Systems

Installation and Operation 15 Nil

Total 135

Successful completion of 135 hours of theory sessions and 65 hours of practical activities and on-the-job

learning is to be done for full qualification.

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NSQF Level 3 (Class 11)

1. ITHA301-NQ2015 Computer Fundamentals -III 30 ITHA201-NQ2015

2. ITHA302-NQ2015 Communication at Workplace

(Intermediate) 30 ITHA202-NQ2015

3. ITHA303-NQ2015 Computer Operating Systems-III 15 ITHA203-NQ2015

4. ITHA304-NQ2015 Health, Hygiene, Safety and Ergonomics 10 ITHA204-NQ2015

5. ITHA305-NQ2015 IT Helpdesk System Support 15 Nil

6. ITHA306-NQ2015 IT Helpdesk Operating System Support 15 Nil

7. ITHA307-NQ2015 IT Helpdesk Network Operating System

Support 15 Nil

Total 130

Successful completion of 130 hours of theory sessions and 170 hours of practical activities and

on-the-job learning is to be done for full qualification.

NSQF Level 4 (Class 12)

1. ITHA401-NQ2015 Computer Fundamentals – IV 25 ITHA301-NQ2015

2. ITHA402-NQ2015 Communication at Workplace (Advanced) 30 ITHA302-NQ2015

3. ITHA403-NQ2015 Computer Operating Systems- IV 15 ITHA303-NQ2015

4. ITHA404-NQ2015 Customer Centricity 10 Nil

5. ITHA405-NQ2015 IT Helpdesk System Maintenance 15 Nil

6. ITHA406-NQ2015 IT Helpdesk Server Operating System

Maintenance and Troubleshooting 15 Nil

7. ITHA407-NQ2015 IT Helpdesk Network Operating System

Maintenance and Troubleshooting 15 Nil

Total 125

Successful completion of 125 hours of theory sessions and 175 hours of practical activities and

on-the-job learning is to be done for full qualification.

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4.0 Classroom Activities

Classroom activities are an integral part of this program and interactive lecture sessions, followed by discussions should be conducted by trained teachers. Teachers should make effective use of a variety of instructional aids, such as Videos, Colour Slides, Charts, Diagrams, Models, Exhibits, Hand-outs, Recorded Compact Discs, etc. to transmit knowledge in projective and interactive mode.

5.0 Practical Activities

Activities that provide practical experience in laboratory set up would include hands on training on case based problems, role play, games, etc. on various incidents and practical exercises in skill lab. Equipment and supplies should be provided to enhance hands-on experiences for students. Trained personnel should teach specialized techniques. A training plan signed by teacher that reflects equipment, skills and tasks should be prepared for training of the students in the organization/industry.

6.0 On-the-Job Training

On-the-job training (OJT) occurs whenever more experienced employee or supervisor teaches less experienced person on how to do one or more tasks of a job. The training utilizes actual equipment and materials. OJT should be undertaken in a structured manner with a training plan under the supervision of an experienced trainer or supervisor. A training plan that reflects tasks to be performed and competencies to be imparted should be prepared and signed by the student, teacher, and supervisor at the workplace for training of the students in the organization/industry. The trainer should break down all the steps of the job and train the students as per the training plan. In a structured OJT, the following steps should be followed:

Step 1: The Instructor or the trainer tell, show, demonstrate, and explain. The trainer gives an overview of the task while explaining the constructional details and use of the tools, equipment, materials, etc. in performing the tasks.

Step 2: The Instructor or the trainer demonstrates each step in detail, actually doing the steps of the task and explaining each step, one at a time, while the trainee watches. The steps may not necessarily be demonstrated in the sequence of actual operation, as sometimes it is better that simple tasks are demonstrated first to build confidence. Showing finished products at each appropriate step will help the leaner understand what is required as outcome. While demonstrating, the trainer explains why each step is done in the way it is done.

Step 3: It involves direct trainee participation. The trainer monitors the progress on a checklist of competencies and offers feedback and pointers where and when needed.

Step 4: The trainee practices with clearly defined targets for performance standards.

7.0 Certi

fication

Upon successful completion of this course the State Education Board and the IT-ITeS Sector Skill Council (NASSCOM) will provide a certificate to the student verifying the competencies acquired by the candidate. For more details about SSC visit the website of IT-ITeS Sector Skill Council at http://www.nasscom.in/

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8.0 Syllabus - Achievement Standards and Teaching/Training Methods

NSQF Level 1 (Class 9)

Unit Code:

ITHA

101-NQ2015

Unit Title: Computer Fundamentals - I

Location:

Classroom and Computer Lab

Duration: 25 hours

Learning Outcome Knowledge Evaluation Performance

Evaluation Teaching and Training Method

Demonstrate the knowledge of the role and importance of Information Technology in various sectors of economy

1. Describe the role and importance of Information Technology in economic activities 1. Demonstrate the knowledge of importance of computers in banking, communication, business, healthcare, education, media, travel & ticketing and sports sector

Interactive Lecture: Role and importance of IT in economic activities Activity: Group discussion on Information Technology Prepare presentation Demonstrate the knowledge of computer system

1. Describe the parts of a computer system 2. Describe different

types of computer software

3. Enlist various input and output devices of the computer system 4. Differentiate between system software and application software 1. Identify various components of computer system 2. Identify various

input and output devices of computer system

3. Start and shut down a computer system Interactive lecture: Introduction to computer system Activity: Practice session on identification of various components, input and output devices of the computer system Describe the functions of motherboard, processor and adapter cards 1. Describe the anatomy of motherboard 2. State the types of

motherboard 3. Describe the function of processor, adapter cards and SMPS 4. Differentiate

between video card, sound card and NIC card

1. Identify the various parts of CPU 2. Identify various adapter/expansion cards 3. Prepare a chart of the function of various adapter cards Interactive Lecture: Functions of motherboard, processor and adapter cards Activity: Practice session on identification and connection of internal parts of computer Demonstrate the knowledge of functions and specifications of

1. Describe the input and output devices of a computer 2. Describe functions of 1. Identify different ports of the computer system 2. Prepare a chart of Interactive lecture: Functions and specifications of

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various storage

devices the different ports of the computer

system 3. Enlist various storage devices 4. Differentiate between primary and secondary storage devices 5. Classify the computer storage devices 6. Describe the functioning of RAM, ROM, Hard Disk, CD, DVD and Flash memory

I/O devices and their specifications 3. Demonstrate the connection of different parts of the computer system Demonstrate the knowledge of the memory capacity of the storage devices 4. Demonstrate the use of CD, DVD and USB drive in computer 5. Connect RAM and

Hard Disks in CPU

storage devices

Activity:

Practice sessions on connecting various devices and peripherals to CPU and the use of storage devices Demonstrate the application of MS Paint 1. Describe the applications of MS Paint 2. Enlist tools of MS Paint 1. Demonstrate the

use of MS Paint Interactive lecture:

Ports and connection of the computer system Activity: Practical session on using various types of I/O devices and identifying and connecting different ports of the computer system

Unit Code:

ITHA

102-NQ2015

Unit Title: Communication at Workplace

Location: Classroom

Identify elements of communication cycle

1. Describe the meaning of communication 2. State the different

elements of communication cycle 3. Differentiate between Sender, Message, Medium, Receiver and Feedback. 4. Describe the importance of active listening 1. Identify elements of communication cycle 2. Draw a diagram of communication cycle Interactive lecture: Elements of communication cycle Activity: Drawing a communication cycle Case based problems

Provide feedback 1. Describe the meaning

of feedback 2. Describe the importance of 1. Construct a sentence for providing descriptive and Interactive lecture: Characteristics of feedback

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feedback 3. Describe the characteristics of feedback 4. Differentiate between descriptive and specific feedback

specific feedback 2. Demonstrate the use of different characteristics of feedback Activity: Assignment on constructing sentences for providing descriptive and specific feedback

Case based problems Overcome barriers in

communication

1. Describe the factors that act as

communication barrier

2. Describe the ways to overcome barriers in effective communication 1. Enlist barriers to effective communication at workplace 2. Demonstrate the ability to overcome barriers in communication Interactive lecture: Barriers in communication Activity: Group discussion on factors responsible for barrier in communication Apply principles of communication

1. Describe the various principles of effective communication

1. Construct a sentence that convey all facts required by the receiver 2. Construct a sentence emphasizing on specific message 3. Communicate in a manner that shows respect to the receiver Interactive lecture: Principles of effective communication Activity:

Role play, games and assignment on constructing sentences that convey facts and emphasize on specific message

Unit Code:

ITHA

103-NQ2015

Unit Title: Computer Operating Systems - I

Location:

Demonstrate the knowledge of operating system 1. Describe different types of operating system 2. Describe the features of different operating systems 1. Demonstrate the knowledge of booting and shutting down the operating system Interactive lecture: Operating Systems Activity: Practical session on use of different operating systems Demonstrate the

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of Windows 2007

operating system Windows 2007 operating system:

• Historical • Surface • Advance

power on and logon procedure, password changes, user interface, aero peak, aero snap, aero themes, windows sidebar and gadgets, using library, navigation home page, organising files and folders, creating shortcuts, using snipping tools, managing accounts, using help, etc.

Features of Windows 2007 Operating System Activity: Practical session on using various features of Windows 2007 operating system Install Windows 2007

operating system 1. Enlist system requirements to

install Windows 2007 OS in computers 2. Explain the significance of product key in OS installation 3. Describe the meaning of clean install 1. Install Windows 2007 OS in computer 2. Demonstrate the installation of Windows 2007 OS in computers Interactive lecture: Installing the Windows 2007 operating system Activity: Practical sessions on installation of Windows 2007 operating system Demonstrate the knowledge of features of Linux desktop operating system 1. Describe Linux operating system and its benefits 2. Describe different features of Linux OS 3. Describe the advantages of Linux over Windows OS 1. Demonstrate the knowledge of basic commands of Linux, using a menu, procedure for using Linux file- read and virtual file, file permission system, viewing and altering permission using the mount command, mounting a drive manually, removing a mounted system, file searching using ‘find’, ‘locate’ and ‘where is’

command, commands for changing directory, basic file handling, etc. 2. Demonstrate the use of commands- mkdir, find, ls, cd, pwd, cp, mv, rm, grep, sort. Interactive lecture: Linux Operating System Activity: Practical session on using various features and commands of the Linux OS Demonstrate the knowledge of installing Linux operating system

1. Describe the system requirements for installing Linux OS in computers

1. Draw a flow chart showing how to install the Linux OS in computer

Interactive lecture:

Installing the Linux operating

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2. Demonstrate the installation of Linux OS in computer system Activity: Practical session on the installation process of Linux OS

Unit Code:

ITHA

104-NQ2015

Unit Title: Health, Safety and Security at Workplace - I

Location: Classroom and IT Organisation

Demonstrate the knowledge of health, safety and security policies and procedures

1. Describe the health, safety and security policies and procedures

2. Explain the importance of employees

awareness regarding health and safety at workplace

3. State the difference between policies and procedures 1. Identify health hazards at workplace 2. Identify safety violations at workplace Interactive lecture:

Health, safety and security policies and procedures of an organization

Activity:

Visit to a nearby organisation and identify the various procedures adopted for health, safety and security of employees Identify government

agencies in the areas of safety, health and security and their norms and services

1. Enlist different government agencies and state their responsibilities 2. Describe the various

aspects of road safety 3. Explain air and water

quality monitoring process

4. Enlist government agencies in the area of security 1. Demonstrate various monitoring process for safety, health and security 2. Tabulate different government agencies and their services Interactive lecture: Government agencies in the areas of safety, health and security and their norms and services

Activity: Case study

Describe

workstation layout and ergonomic guidelines

1. Describe the guidelines of using desks, chair, monitor, keyboard and mouse

2. Explain the objectives and goals of computer ergonomics

3. State the importance of body position and improving work habits

1. Demonstrate how to ergonomically use desks/ tables and chair 2. Demonstrate computer ergonomics Interactive lecture: Workstation layout and guidelines for ergonomics

Demonstrate the knowledge of chair position

1. Describe the position of the chair from the computer monitor 1. Demonstrate the placement of position of the Interactive lecture: Chair position

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2. Explain the importance of taking frequent short breaks (micro breaks)

chair from the

computer screen _{Activity: Case study}

Describe the workstation dimensions and adjustment ranges 1. Describe the importance of the workstation dimensions and adjustment ranges

2. Explain the adjustment ranges of seat height, seat width and depth, backrest, seat material and armrests at workstation 1. Demonstrate the use of suggested seat height, seat width, depth, backrest, seat material and armrests at workstation Interactive lecture: Workstation dimensions and adjustment ranges

Rearrange workstation layout

1. Describe the design of the workstation 2. Explain each and every

specification of the workstation 1. Draw layout of workstation 2. Identify and tabulate the specifications used for rearranging the workstation layout Interactive lecture: Rearranging workstation layout

Unit Code:

ITHA

105-NQ2015

Unit Title: IT Helpdesk System Fundamentals

Location: Classroom, Computer Lab and IT Organisation Duration: 25 hours

Describe the significance of Helpdesk in IT-ITes sector 1. Describe the meaning of Helpdesk 2. Explain importance of Helpdesk department and its value in a company

1. Demonstrate the use of tools and technologies to provide customer support through Helpdesk Interactive lecture: Significance of Helpdesk Activity: Presentation and Group Discussion Describe the

operation of Helpdesk 1. Describe the operation of

Helpdesk 2. Explain the

importance of support centre 3. Enlist the duties of

the Helpdesk coordinator 4. Explain different levels of support provided by Helpdesk 1. Demonstrate the knowledge of electronic support delivery methods Interactive lecture: Helpdesk Operation

Describe the role and

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IT Helpdesk

Attendant of an IT Helpdesk Attendant in

providing quality customer service competencies and responsibilities of an IT Helpdesk Attendant Responsibilities of an IT Helpdesk Attendant

Role play

Internet search for roles and responsibilities of IT Helpdesk Attendant Describe Customer Relationship Management (CRM) System 1. Define the CRM 2. Describe the utility

of the CRM 3. Explain the importance of the CRM 1. Demonstrate the knowledge of functions of CRM Interactive lecture: Customer Relationship Management (CRM) System Activity: Discussion sessions Demonstrate the knowledge of Helpdesk process and procedures

1. Differentiate between Helpdesk and service desk 2. Explain service management 3. Describe service management procedures 1. Demonstrate the knowledge of problem management and access management 2. Demonstrate the knowledge of service catalogue Interactive lecture: Helpdesk process and procedures

Demonstrate the knowledge of the Security Management System

1. Describe the types of security threats 2. Describe the

procedures involved in risk reduction, risk avoidance and risk transfer techniques 3. Explain the

importance of risk reduction, risk avoidance and risk transfer

1. Identify the various security policies 2. Enlist type of data

that should be protected through security management system Interactive lecture: Security Management System

addressing information confidentiality and integrity requirements of a company Demonstrate the knowledge of Incident Management System 1. Explain the importance of Incident Management System 2. State activities to be performed for Incident Management 3. Describe the role of

Computer Incident Response Team 1. Demonstrate the knowledge of Computer Incident Management System Interactive lecture: Incident Management System

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Unit Code:

ITHA

106-NQ2015

Unit Title: Fundamentals of Network Operating Systems

Learning Outcome Knowledge Evaluation Performance Evaluation Teaching and Training Method Demonstrate the knowledge of computer network fundamentals 1. Describe the meaning of network 2. Describe network topologies 3. Enlist the network

components 4. Explain the meaning

of Clients and Server

5. Explain the term ‘Protocols’ 6. State the applications of computer network 1. Make a presentation on a model of LAN showing network topology and components Interactive lecture: Computer network fundamentals Activity: Group discussion Presentations Describe the application of Open Systems Interconnection (OSI) Model to understand the network operation

1. Explain the Open Systems

Interconnection Model

2. Explain the different layers of the OSI model

1. Draw the different layers in the OSI model

2. Tabulate network components used at various levels of OSI Model Interactive lecture: Open Systems Interconnection Model Activity: Group discussion Presentation Describe the application of TCP/IP model to understand the network operation

1. Explain the TCP/IP Model

2. Explain the different layers of the TCP/IP model

1. Draw the different layers in the TCP/IP model 2. Tabulate network components used at various levels of TCP/IP Model Interactive lecture:

The TCP/IP Model

Activity: Group discussion Presentation Describe fault tolerance and disaster recovery of data

1. Explain the fault tolerance and disaster recovery of data 2. Describe fault masking 3. Explain dynamic recovery 4. Describe reliable backup system 1. Demonstrate how to tolerance faults and recover from the disasters 2. Demonstrate the data backup procedures 3. Demonstrate the knowledge of fault tolerance, fault masking and dynamic recovery 4. Demonstrate the knowledge of minimizing disruption of Interactive lecture: Fault Tolerance and Disaster Recovery of data Activity: Case study

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business operation and minimizing risk of delays 5. Demonstrate the knowledge of assuring reliable backup system Describe network

operating systems 1. Explain the Network Operating Systems

2. Explain the Novell Netware and Microsoft Windows NT server 1. Tabulate functions of Novell Netware, Microsoft Windows NT server Interactive lecture: Network Operating Systems Activity: Group discussion

NSQF Level 2 (Class 10)

Unit Code:

ITHA

201-NQ2015

Unit Title: Computer Fundamentals -II

Learning Outcome Knowledge

Evaluation Performance Evaluation Teaching and Training Method

Demonstrate the knowledge of the application of windows 2007 MS-Word 1. Describe the basic functions and features of MS-Word

1. Open MS-Word and perform typing text, deleting text, undoing, redoing, formatting text, cutting, copying, pasting text

2. Insert images and clip art, modifying line spacing, creating bulleted and numbered lists, changing views and overall look, spelling and grammar check 3. Save documents, print

documents, get more help and exit the program Interactive lecture: Features of MS Word in Windows 2007 Activity: Activity given to evaluate implementation of things learned in the session Demonstrate knowledge of MS- Excel 1. Describe the basics of MS-Excel 1. Open MS Excel 2. Type in cells, inserting

rows and columns, sorting data, autosum and excel equations, creating charts and graphs, multiple sheets, format cells

3. Perform cutting, copying, and pasting data, filling data across columns and rows 4. Save spreadsheets, print

spreadsheets, find more

Interactive lecture: Features of MS Excel in Windows 2007 Activity: Practices sessions on MS Excel for evaluating implementation of things learned in the session

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help, close the program Demonstrate

MS-Access 1. Describe the basic of

MS-Access

1. Create a database in MS Access, create tables, create relationships, look-up fields 2. Deal with trees and

networks, Access-based user interfaces, Forms and simple controls, text box, label and command button 3. Explain Queries -

computed tables, query: join two tables, sql and how it works, outer join, aggregate query- group by Interactive lecture: Using MS Access Database Activity: Practices sessions on MS Access Introduction to the

internet 1. Describe the basics of

internet 1. Demonstrate the knowledge of World Wide Web 2. Demonstrate the knowledge of internet URLs, search engines 3. Demonstrate the use of

Internet Explorer Toolbar

4. Visit and navigate a web page

5. Use tabs and tasks bar, minimize, maximize, restore, printing a web page Interactive lecture: Browsing Internet Activity: Practice sessions on using internet

Use web browsers and internet based application 1. Describe the web browsers and internet based application 1. Demonstrate the knowledge of Web applications 2. Demonstrate the knowledge of browser extension, cookies and how to maintain privacy

Interactive lecture: Internet based applications Activity: Practice sessions on different internet based applications

Unit Code:

ITHA

202-NQ2015

Unit Title: Communication at Workplace (Basic)

Location:

Classroom

Learning Outcome Knowledge

Demonstrate how to greet people and give self-introduction

1. Write the sentences used to introduce oneself 2. Write sentences used to greet 1. Demonstrate how to give self-introduction to others using appropriate sentences with proper body

Interactive Lecture:

Greeting people and giving

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people on different

occasions/situations _{2. Demonstrate how to}language

greet people using appropriate words with proper body language

Activity:

Role play

Make a chart of the sentences that can be used to greet the people and give self-introduction Demonstrate how to frame sentences for different occasions/ situations

1. Enlist the words commonly used for framing questions 2. State the adjectives

that are generally used for describing people, things and places

1. Demonstrate how to tell the time effectively using appropriate sentences

2. Identify the sentences used while meeting someone for the first time

3. Demonstrate use of appropriate sentences for describing people, things and places 4. Frame sentences to

congratulate someone 5. Frame sentences to

give good wishes to someone

6. Frame sentences to invite people on various occasions Interactive Lecture: Framing sentences for different occasions/situations

Activity: Role Play

Describe weather and express likes, dislikes, strengths, weaknesses and aspirations using proper sentences

1. State the adjectives commonly used for describing weather 2. Write the words

used for expressing likes, dislikes, strengths, weaknesses and aspirations

1. Demonstrate the use of appropriate sentences for describing weather 2. Express likes and

dislikes effectively 3. Express strengths and

weaknesses effectively 4. Express aspiration using

appropriate sentences

Describing weather and express likes, dislikes, strengths, weaknesses and aspirations Activity: Role play Group Discussion Demonstrate the ability to pronounce effectively 1. Define phonetics 2. State the importance of correct pronunciation 3. Describe the subfields of phonetics 4. Distinguish between phonetics and phonology 1. Pronounce common English words in correct manner 2. Identify the applications of phonetics Interactive Lecture: Pronouncing effectively Activity: Role play Group discussion Audio session on phonetics

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Unit Code:

ITHA

203-NQ2015

Unit Title: Computer Operating Systems-II

Location:

Demonstrate the knowledge of applying administering Windows Operating System (WOS) 1. Describe various process to administer the WOS 1. Install Windows 8.1 Public Preview On Your Computer 2. Process Mount and Unmount Windows 7 Image Using Image X and DISM 3. Add & Sync

Accounts to the Windows 8 People App 4. Configure App Notifications in Windows 8 Interactive Lecture: Administering WOS Activity: Practice sessions

Describe the process of managing Files in WOS

1. Describe the management process of the files in WOS

1. Manage file in WOS Interactive Lecture: Managing Files in WOS

Activity:Case study Administer Linux Operating System (LOS) 1. Describe the management process of LOS 2. Explain Directory Tree 3. Describe the System Monitoring Boots and Shutdowns 1. Demonstrate how to manage hardware, devices, and tools 2. Demonstrate knowledge of using Disks and Other Storage Media 3. Manage memory

Interactive Lecture:

Administering LOS

Activity:Case study

Describe the process of managing Files in LOS 1. Describe the process of Managing Files in LOS

1. Manage file in LOS Interactive Lecture:

Managing Files in LOS

Activity:Case study

Unit Code:

ITHA

204-NQ2015

Unit Title: Ergonomics- Health, Safety and Security - II

Demonstrate the knowledge of common hazards at workplace

1. Describe common

hazards at workplace 1. Identify common hazards Interactive Lecture:

Common hazards at workplace

Activity:Case

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Describe the hazards from electrical equipment

1. Describe the causes of potential hazards due to electrical equipment 1. Demonstrate the knowledge of electrical equipment 2. Identify the potential hazards due to faults in electrical equipment Interactive Lecture: Hazards from electrical equipment Activity:Case study Describe how and

when to report hazards

1. Describe the reporting process during problem

1. Identify the hazards

and its solution Interactive Lecture:

How and when to report hazards

Activity:Case

study Describe the various

causes for accidents 1. Describe different causes of accidents 1. Identify the reasons of accidents and

their precautions Interactive Lecture: Causes of accidents Activity:Case study Describe the various

types of accidents at workplace

1. Describe different

types of accidents 1. Identify the types of accidents and the

precautions to be followed in preventing those accidents Interactive Lecture: Types of accidents Activity:Case study Demonstrate the knowledge of emergency action plan

1. Describe the meaning of emergency planning 2. Describe the

components of an emergency action plan

1. Identify the situation of an emergency and demonstrate the knowledge of the steps to be taken in case of an emergency 2. Prepare an emergency action plan Interactive Lecture: Emergency action plan Activity:Case study Demonstrate the knowledge of the correct posture for shifting heavy loads

1. Describe the precautions and equipment to be used when lifting or shifting heavy loads 1. Demonstrate the procedure for lifting or shifting heavy loads Interactive Lecture: Lifting or shifting heavy loads Activity:Case study Describe the various

causes of injury 1. Enlist various kind of injury 1. Identify the reasons behind the injury Interactive Lecture:

Causes of injury

Activity: Case

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Describe the various types of injury and methods to prevent them

1. Describe the injuries and the methods to prevent them

1. Identify the various prevention taken to prevent any injury

Interactive Lecture: Types of injury and methods to prevent them Activity: Case study Describe the various

signs and symptoms of injury

1. Describe the signs and symptoms of different injuries

1. Identify the signs and symptoms of different injuries

Signs and sympto ms of different types of injuries

Activity: Case

study Describe the various

types of aches and pain

1. Describe different

aches and pain 1. Identify the reasons of aches and pain

2. Demonstrate the knowledge of preventing and curing aches and pain

Aches and pain

Activity: Case study

Unit Code:

ITHA

205-NQ2015

Unit Title: IT Helpdesk Communication

Explain the significance of communication process 1. Describe the importance of communication

1. Identify the ways of

communication Interactive Lecture:

Significance of the communication process

Describe cross culture

communication 1. Define cross culture communication and

its importance 1. Identify the language barriers when communicating with customers

2. Explain the benefits of active listening

Cross culture communication

Describe the steps of communication process

1. Describe the step of communication process

1. Draw flow chart of communication process Interactive Lecture: Steps of communication process

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knowledge of matching a customer’s communication style matching with a customer’s communication style match a customer’s communication style and its significance

Lecture:

Ways of matching a customer’s

communication style

Unit Code:

ITHA

206-NQ2015

Unit Title: IT Helpdesk Server Operating System Installation and

Operation

State the application

of server 1. Describe the applications of the

server 2. Describe the usefulness of the server 1. Explain the application of the server 2. State usefulness of server Interactive Lecture:

Server and its usage

Activity: Group discussion Demonstrate the knowledge of server oriented operating system

1. Describe the server oriented operating system

1. Identify the OS related to the server system Interactive Lecture: Server oriented operating system Activity: Group discussion Describe the types of

server system 1. Describe different types of server

system

1. Identify different

server system Interactive Lecture:

Types of server system Activity: Group discussion

Unit Code:

ITHA

207-NQ2015

Unit Title: IT Helpdesk Network Operating Systems Installation &

Operation

Demonstrate the knowledge of Network Installation and upgrade

1. Describe the way of network Installation and upgrade 1. State process of network installation Interactive Lecture: Network installation Activity: Practical session Demonstrate the knowledge of network remote access

1. Describe the way of network remote access 1. Demonstrate the knowledge of process of network remote access Interactive Lecture:

Network Remote Access

Activity: Practical

session Demonstrate the

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administration administration administration Activity: Practical

session Explain the network

security 1. Describe the network security 1. Perform the network

security techniques Interactive Lecture: Network Security Activity: Practical session Demonstrate the knowledge of network troubleshooting 1. Describe the problems related to the network 1. Perform network troubleshooting Interactive Lecture: Network troubleshooting Activity: Practical session

NSQF Level 3 (Class 11)

Unit Code:

ITHA

301-NQ2015

Unit Title: Computer Fundamentals - III

Location:

Duration: 30 hours Learning

Outcome Knowledge Evaluation Performance Evaluation Teaching and Training Method

Demonstrate the knowledge of MS-Word 1. Describe the functions related to the MS-Word

1. Change the paper size, spelling and grammar 2. Work with dictionaries, the

thesaurus, headers, footers and columns

3. Insert outlook contact information

4. Insert non-text objects-clipart, photographs, using word to edit photographs, controlling image sizes, textboxes, adding watermarks

5. Customize word- window features, autocorrect, autotext, enabling/disabling autocomplete, saving word settings

6. Templates-creating, downloading templates, changing default document template, smart tags 7. Document properties-adding

a preview image

8. Speech recognition-training, dictation mode, command mode

9. Handwriting recognition 10. Checking for consistency and

insert comments in documents Interactive lecture: MS-Word Activity: Practice session on various application of the MS-Word Demonstrate the

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MS-Excel functions of

Excel _{2. Work with multiple}skills

worksheets 3. Work with data lists 4. Work with data 5. Document and audit a

worksheet

6. Work with Printing options

Activity: Practices sessions on various application of the MS-Excel Demonstrate the knowledge of MS-Access 1. Describe the functions of MS-Access

1. Solve queries using QBE 2. Identify basic queries using

SQL

3. Identify the basic forms 4. Identify sub forms

5. Work on combo box controls

Interactive lecture: MS-Access Activity: Practices sessions on various application of the MS-Access Demonstrate the knowledge of E-Mail messaging (opening E-mail account, sending/forwardi ng and searching E-mail, organizing E-mail and managing contacts, E-mail etiquettes) 1. Describe the process of electronic mail

1. Perform whole e-mail

process Interactive lecture: _{Using Email services}

Activity: Practice sessions on opening and managing Email account Demonstrate the knowledge of basics of networking 1. Describe the basics of networking process

1. Demonstrate the knowledge of basic concept of networking Interactive lecture: Introduction to networking Activity: Practice sessions on networking

Unit Code:

ITHA

302-NQ2015

Unit Title: Communication at Workplace (Intermediate)

Location: Classroom

Demonstrate the ability to write sentences correctly

1. Describe the meaning of apostrophes 2. State the frequently

misused words and their proper usage 3. Describe the use of

spell check on computer

4. Describe the various modes of communication 1. Differentiate between internal and external communication 2. Demonstrate the knowledge of collecting and processing information from different sources Interactive lecture: Written Communication Skills Activity: Practice sessions on written communication skills

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Demonstrate the practices used in improving oral communication skills

1. Describe the verbal &nonverbal communication 2. Explain the importance of verbal & nonverbal communication 3. State practices of

verbal & non-verbal communication 1. Differentiate between verbal and nonverbal communication 2. Identify the practices in verbal and non-verbal communication Interactive lecture: The practices in improving oral communication skills Activity: Practice sessions on oral communication skills Demonstrate the knowledge of types of communication 1. Describe formal communication 2. Explain informal communication or grapevine communication 1. Differentiate between upward, downward and horizontal communication 2. Differentiate between verbal and nonverbal communication 3. Enlist various static

and dynamic features of non-verbal communication Interactive lecture: Types of communication Activity: Role play to demonstrate various types of communication

Unit Code:

ITHA

303-NQ2015

Unit Title: Computer Operating Systems - lll

Location: Classroom

Configure devices in WOS (printer, scanner, modem) 1. Describe the configuration process of printer, scanner, modem in the WOS

1. Demonstrate how to configure printer, scanner, modem in the WOS

Interactive lecture: Configuring devices in WOS Activity: Practice Session Configure devices in LOS (printer, scanner, modem)

1. Describe the way of configuring printer, scanner, modem in LOS 1. Demonstrate how to configure printer, scanner, modem in the LOS

Interactive lecture: Configuring devices in LOS Activity: Practice Session

Use utilities of WOS 1. Explain the utilities of

WOS

2. Describe the process of installation of the software in WOS 3. Describe the utility

1. Enlist two types of software in WOS 2. Demonstrate the knowledge of utilities of WOS Interactive lecture: Using utilities of WOS

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programme of WOS 4. Describe the team

user interface

Activity:

Practice Session

Use utilities of LOS 1. Explain the utilities of

LOS

2. Describe the feature of Linux OS

3. Explain the utility programme of LOS 4. Describe the architecture of the Linux OS 1. Demonstrate the knowledge of components of Linux OS Interactive lecture: Using utilities of Linux OS Activity: Practice Session

Administer LOS 1. Describe the

management process of LOS 1. Demonstrate the knowledge of directory tree 2. Manage hardware,

devices, and tools 3. Use disks and other

storage media 4. Demonstrate the knowledge of memory management 5. Perform system

monitoring boots & shutdowns Interactive Lecture: Administer LOS Activity: Practice Session

Manage files in LOS 1. Describe the process

of managing files in LOS

1. Manage files in LOS Interactive

Lecture: Manage files in LOS Activity: Practice Session

Unit Code:

ITHA

304-NQ2015

Unit Title: Health, Hygiene, Safety and Ergonomics

Location:

Classroom and Vision Care Clinic/Hospital Duration: 20 hours

Learning

Outcome

Knowledge

Evaluation

Performance

Evaluation

Teaching and Training

Method

Describe the importance of maintaining hygienic conditions in work area 1. Describe the need of maintaining hygiene in work space 2. State the materials used for maintaining hygiene in work area 1. Differentiate between health and hygiene 2. Demonstrate practices adopted for maintaining good health and hygienic conditions at work area Interactive lecture: Best practices in maintaining cleanliness Activity: Visit to a computer center to observe best practices adopted to maintain hygienic and safe working conditions

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Describe potential hazards and safe practices to be adopted at the work area and extinguishing small fires 1. State the potential hazards in work area 2. Describe the practices to be adopted for ensuring occupational health and safety

1. Enlist various safety accessories used in store 2. Differentiate

between common safety and health concerns and problems

Interactive lecture:

Measures to ensure safety in work area

Activity: Visit to a

computer center to observe safety measures

Demonstrate the knowledge of handling money and irate customers 1. Describe ways to handle money 2. State how to

manage and deal with irate customers 1. Demonstrate the knowledge of handling money 2. Demonstrate the

ability to deal with irate customers

Handling money and irate customers

Activity: Visit to a vision

care clinic or hospital to enquire about how they manage irate customers and handle transaction of money

Unit Code:

ITHA305-NQ2015

Unit Title: IT Helpdesk System Support

Location: Classroom

Learning Outcome Knowledge Evaluation Performance

Demonstrate the knowledge of technical support

1. Explain the various factors that comes under technical support

2. Explain world wide web a source of technical support 1. Demonstrate the knowledge of IT service management 2. Identify the factors

that the IT service management focuses on Interactive lecture: Providing technical support Activity: Practice Session Demonstrate the knowledge of information centre 1. Demonstrate the knowledge how to receive problem calls

1. Identify the various information mode that a IT Helpdesk person perceives information from Interactive lecture: Information centre Activity: Perform internet research and submit report

Describe different

hardware 1. Identify the various points

about hardware that a IT Helpdesk person should keep in mind while supporting a system 1. Demonstrate knowledge of hardware related system support 2. Demonstrate knowledge about technical faults Interactive lecture: Computer hardware Queries Activity: Practice session

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Explain the components of a successful service desk 1. Describe the component of people, processes, technology and information

1. Identify the various functions of the components of a successful service desk Interactive lecture: Components of a successful service desk Activity: Group Discussion

Unit Code:

ITHA

306-NQ2015

Unit Title: IT Helpdesk Operating System Support

Demonstrate knowledge of operating system installation guidelines

1. Describe the software installation form 2. Enlist do’s and don’ts

in OS installation guidelines 1. Demonstrate various steps under the OS installation Interactive lecture: Operating system installation guidelines Activity: Practice Session Demonstrate support

given for computer virus issues

1. State the points that should be kept in mind while cleaning viruses 2. Define the university’s

free anti-virus package

1. Identify the importance of scanning regularly 2. Describe the OIT service centre Interactive lecture: Providing support for computer virus issues

Activity:

Practice Session Demonstrate

knowledge of Microsoft Office and the windows 1. Describe various components of Microsoft Office 2. Explain details of windows 7 and 8 1. Identify the various uses of Microsoft Office Interactive lecture:

Microsoft office and windows Activity: Practice Session Demonstrate the knowledge of OSS alignment with process

1. Define the meaning of OSS alignment with process

2. Explain the importance of OSS alignment with process 1. Demonstrate the knowledge of OSS alignment with process Interactive lecture:

OSS alignment with process Activity: Practice Session

Unit Code:

ITHA307-NQ2015

Unit Title: IT Helpdesk Network Operating System Support

Learning Outcome Knowledge Evaluation Performance Evaluation Teaching and Training Method

Explain wired

technologies 1. Explain different types of wired

technologies from slowest to fastest transmission

1. Demonstrate the knowledge of twisted pair, coaxial cable and optical fibre 2. Make a chart of Interactive lecture: Wired technologies Activity: 1. Perform Internet

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specification of twisted pair, coaxial cable and optical fibre for IT network

research and submit report 2. Practice Session Explain wireless

technologies 1. Explain different types of wireless

technologies from slowest to fastest transmission 2. Describe terrestrial microwave, communication satellites, cellular and PCS systems and spread spectrum 1. Make a chart of features of terrestrial microwave, communication satellites, cellular and PCS systems and spread spectrum Interactive lecture: wireless technologies Activity: Perform Internet research and submit report

Practice sessions

Describe the equipment used for networking

1. Enlist the various equipment along with their functions

1. Demonstrate the knowledge of switches, bridges and hubs

Equipment used for networking Activity: Practice Session Demonstrate the knowledge of internet 1. Define internet protocol suite 2. Define the process

of routing

1. Identify the difference between modems and routers Interactive lecture: The Internet Activity: Practice Session

NSQF Level 4 (Class 12)

Unit Code:

ITHA

401-NQ2015

Unit Title : Computer Fundamentals - IV

Location:

Duration: 25

Learning Outcome Knowledge

Demonstrate the

knowledge of MS-Word 1. Describe the functions related

to the MS-Word

1. Mail merge-using the mail merge wizard, merging excel data sources with word documents, merging outlook contacts with word documents, moving mail merge documents

2. Work with fields and forms

3. Use charts & tables-using the wizard, creating and editing, integrating with excel 4. Explain

macros-introduction to macros, planning your macro, recording your macro, assigning shortcut keys to Interactive lecture: MS-Word in advance Activity: Practice session on various application of the MS-Word

Competency Based Curriculum