2.1 Infrastructure

2.1.1 Know and understand the purpose of data held in routing tables:

• static addresses

• dynamic addresses

• network ID

• subnet mask

• next hop

• interface (device) designation.

2.1.2 Be able to interpret data from routing tables.

2.1.3 Know and understand the purpose of console applications that display TCP/IP network configurations:

• ipconfig/ifconfig.

2.1.4 Be able to interpret data from console applications.

2.1.5 Know and understand the purpose of a firewall and the role it has in securing networks.

2.1.6 Know and understand the purpose of:

• securing a firewall's administrator access

• setting precedence rules for ALLOW and BLOCK

2.2 Cabling

2.2.1 Know and understand the characteristics of cable types and where they are used:

• unshielded twisted pair (UTP)

• shielded twisted pair (STP)

• coaxial

• fibre-optic.

2.2.2 Know a definition for Ethernet, understand its purpose, and where it is used.

2.2.3 Know and understand characteristics of cable standards in the context of ethernet:

• CAT 5e

• CAT 6

• CAT 7.

2.2.4 Know and understand metrics to compare cable standards in the context of ethernet:

• bandwidth

• maximum length.

2.2.5 Know and understand the benefits and drawbacks of cable standards.

2.3 Unified communications

2.3.1 Understand communication types, their purposes and functions:

• VoIP (Voice over Internet Protocol)

• SIP (Session Initiation Protocol).

2.3.2 Understand the relationship between VOIP and SIP.

2.3.3 Know definitions of each network metric:

• speed

• bandwidth

• latency

• jitter

• packet loss.

2.3.4 Know and understand the relationships between the network metrics and their impact on user experience when communicating on a network.

2.3.5 Know and understand the purpose of codecs:

• compressing data

• uncompressing data.

2.3.6 Know the different types of codecs, their purpose and the types of algorithm they use:

• MPEG-4 (video, lossy/lossless)

• MP3 (audio, lossy)

• FLAC (audio, lossless)

2.4 Support

2.4.1 Understand the needs of users when selecting, configuring and testing digital system components:

• hardware: cores, memory, secondary storage, clock speed, connectivity

• operating systems: graphical, text-based, multi-tasking, single user, multi-user, virtual machine

• software: database, spreadsheet, word processor, presentation, communication, browser.

2.4.2 Be able to select, configure and test digital system components.

2.4.3 Understand the interrelationships between the components and make judgements about the suitability of components in the context of meeting user’s needs.

2.4.4 Know fault indicators and understand their purpose and when they are used to identify hardware and software faults:

• error numbers

• error messages

• beep codes

• blink codes.

2.4.5 Be able to interpret fault indicators to diagnose problems in hardware and software.

2.4.6 Be able to interpret technical documentation to diagnose problems in hardware and software

2.5 Testing

2.5.1 Understand the reasons for testing individual components before putting them together into a solution:

• software

• hardware

• data

• interfaces

• resulting service (final product).

2.5.2 Know a definition of testing methods and understand their purpose, benefits and drawbacks, and when they are used:

• concept

• unit

• boundary

• integration

• performance

• system

• acceptance

• usability

• regression

• load/stress

• closed box

• open box.

2.5.3 Be able to use testing methods

2.5.4 Know and understand the purpose of automation methods and when they are used:

• macros

• scripts.

2.5.5 Know a definition for types of test data and understand the purpose of test data and when it is used:

• valid

• invalid

• boundary

• erroneous.

2.5.6 Be able to create test data.

2.5.7 Know and understand the steps and structure of a test plan and when it is used:

• identifying tests to be carried out

• describing the purpose of the identified test

• identifying test data to be used

• describing the expected results

• recording actual results.

2.5.8 Know and understand methods to check the believability and accuracy of results:

• logical reasoning:

o all relevant and appropriate inputs are included, without bias in selection

o results make sense in relationship to the inputs

• verification by subject matter expert

• use of test plans.

2.6 Using data in digital support

2.6.1 Understand how tabular data is organised:

• worksheet

• row

• column.

2.6.2 Know the definition of validation checks and understand their purpose and when each is used:

• presence

• length

• range

• type

• format.

2.6.3 Know techniques to interrogate data and understand their purpose and when they are used:

• order by key field

• sort on a field(s)

• filter on field(s)

• arithmetic functions

• SUM, MIN, MAX, AVERAGE

• IF, COUNTIF

2.6.4 Be able to use techniques to interrogate data in spreadsheets.

2.6.5 Understand the purpose of saving data to and importing data from text-based files.

2.7 Using diagrams in digital support

2.7.1 Understand data flow diagrams (DFD), their purpose, and when they are used.

2.7.2 Know and understand how data flow is expressed in DFDs:

• data sources

• data destinations

• processes

• data stores

• arrows

• labels.

See symbols in Appendix 2.

2.7.3 Be able to interpret DFDs that represent systems.

2.7.4 Be able to create and complete DFDs that represent systems.

2.7.5 Understand information flow diagrams and their purpose and when they are used.

2.7.6 Know and understand how information flow is expressed in information flow diagrams:

• boxes

• arrows

• labels.

See symbols in Appendix 2.

2.7.7 Be able to create and complete information flow diagrams to represent systems.

2.7.8 Be able to interpret information flow diagrams that represent systems

2.8 Risk and risk assessment

2.8.1 Know and understand that risk is assessed in terms of likelihood and severity at different levels in a five-by-five matrix:

• Likelihood:

o improbable

o remote

o occasional

o probable

o frequent.

• Severity:

o negligible

o marginal

o moderate

o critical

o catastrophic.

2.8.2 Be able to interpret and create a risk assessment matrix.

2.8.3 Know and understand the purpose of risk assessment documentation:

• ensure continuity of service

• ensure health and safety of people

• ensure regulatory compliance.

2.8.4 Know and understand risk assessment documentation:

• a description of the risk

• who/what might be harmed/damaged

• a description of how the harm/damage might occur

• the mitigation already in place

• details of additional required mitigation

• who is responsible for carrying out the mitigation?

• the due date for completion.

2.8.5 Be able to interpret and create risk assessment documentation

2.9 Project management methodologies and tools for digital support logistics

2.9.1 Know and understand the components, benefits and drawbacks of methodologies for managing digital projects:

• Waterfall

• Agile.

2.9.2 Know and understand benefits and drawbacks of diagrammatic techniques for project management: • Program Evaluation Review Technique (PERT)

• Precedence tables

• Gantt

• Kanban

• Critical Path Analysis (CPA)

2.9.3 Be able to interpret and draw diagrams for project management.

2.9.4 Understand the interrelationships between projects, management methodologies and diagrammatic techniques, and make judgements about their suitability.

2.10 Strategies for responding to support issues

2.10.1 Know and understand the application, benefits and drawbacks of the four stages of Kolb's Experiential Learning Cycle:

• concrete experience

• reflective observation

• abstract conceptualisation

• active experimentation.

2.10.2 Know and understand the application, benefits and drawbacks of the six stages of Gibbs’ Reflective Cycle:

• description

• feelings

• evaluation

• analysis

• conclusion

• action plan.

2.10.3 Know and understand the process, benefits and drawbacks of concept mapping:

• main idea and central point of focus

• individual concepts: hardware, software, people, information, processes

• relationships (verbs).

2.10.4 Be able to interpret and create concept maps for digital support situations.

2.10.5 Know and understand the use of, and the benefits and drawbacks of, the design thinking process:

• empathise

• define

• ideate

• prototype

• user feedback

• repeat prototype/user feedback.

2.11 Sources of knowledge

2.11.1 Know and understand sources of knowledge:

• literature: textbooks, manuals, supplier literature

• professionals: conferences, managers, colleagues

• websites: wikis, blogs, forums

• media: social media, podcast, video

• observation: dashboards, inspection

2.11.2 Reliability and validity of sources:

• factors:

o bias/subjectivity

o evidence/expertise

o publication date

• corroboration from other sources.

2.11.3 Make judgements about the relationships between the sources of knowledge and the factors that impact reliability and validity