3.1 Understand and be able to identify types of sources of knowledge that can be applied within digital support

• Academic publications (for example, textbooks, research journals and periodicals).

• Supplier literature (for example, handbooks or online articles for specific devices, computers or laptops).

• Search engines (for example, Google, Bing).

• Websites (for example, wikis, forums, Stack Overflow, manufacturers’ websites).

• Social media (for example, company profiles for Twitter/X, Facebook and LinkedIn).

• Blogs (for example, reviews of new technologies, opinions on topical issues in the digital sector).

• Vlogs (for example, demonstrations, tutorials on digital technologies).

• Professional networks (for example, digital transformation networking events/conferences).

• E-learning (for example, MOOCs, recognised vendor qualifications, Cisco).

• Peers (for example, colleagues, network contacts, other industry professionals).

• Be able to identify sources of knowledge and apply factors that legitimise their use to meet requirements in a digital infrastructure context:

o identify and clarify the parameters of the requirements

o identify appropriate sources of knowledge (up to 3) (for example, search engines, blogs)

o apply the factors of reliability and validity to identified sources (for example, authority, date of publication)

o assess and review potential bias of sources

o assess and review the identified sources’ appropriateness to meet the requirements.

(E4, D1)

3.2 Understand the factors of reliability and validity to be applied to legitimise the use of sources of knowledge

• Industry-certified accreditation (for example, Cisco certified network associate (CCNA1), Microsoft technology associate (MTA), network fundamentals).

• Appropriateness.

• Evidence-based:

o citations.

• Relevant context.

• Credibility of author:

o affiliated to specific bodies (for example, government, industry regulators)

o reputation

o experience (for example relevant qualification in subject).

• Target audience – produced with specific audience requirements taken into consideration (for example use of technical/non-technical terminology).

• Publication:

o version (for example use of the current version)

o date of publication (for example if the content is outdated).

3.3 Be able to search for information to support a topic or scenarios within digital support and corroborate information across multiple sources

• Identify and clarify the parameters of the search (for example explore the future of the digital economy, identify trends in Big Data).

• Identify the sources of data that contain the required information.

• Safely and securely search sources for the information required.

• Corroborate sources by applying cross-referencing across multiple sources.

• Apply reliability and validity factors.

• Assess and review potential bias of sources.

(E4, D5)

3.4 Understand the factors of bias and be able to identify bias when using sources of knowledge in a specific digital support content

• Types of conscious and unconscious bias:

o author/propriety bias – unweighted opinions of the author or owner

o confirmation bias – sources support a predetermined assumption

o selection bias – selection of sources that meets specific criteria

o cultural bias – implicit assumptions based on societal norms.

• Indicators of bias within sources:

o partiality

o prejudice

o omission.

• Bias reduction:

o based on fact/evidence

o inclusive approach:

– full representation of demographics

– objectivity.

• Identify bias:

o identify the types of bias (for example, confirmation, unconscious)

o identify the indicators of bias within the source

o explain clearly and concisely how bias has been created within the source

o explain clearly and concisely how bias can be avoided within sources.

3.5 Understand and be able to demonstrate the process of critical thinking and the application of evaluation techniques and tools

• Process of critical thinking:

o identification of relevant information:

– different arguments, views and opinions

o analysis of identified information:

– identify types of bias and objectivity

– understand links between information and data

o selection of relevant evaluation techniques and tools

o evaluation of findings and drawing of conclusions

o recording of conclusions.

• Evaluation techniques:

o formative evaluation

o summative evaluation

o qualitative (for example, interviews, observations, workshops)

o quantitative (for example, experiments, surveys, statistical analysis) benchmarking

o corroboration:

– cross-referencing

o triangulation.

• Evaluation tools:

o gap analysis

o KPI analysis

o score cards

o observation reports

o user diaries

o scenario mapping

o self-assessment frameworks

o maturity assessments.

• Apply the process of critical thinking to meet requirements:

o identify relevant information

o analyse the information

o select and apply appropriate evaluation techniques and tools

o evaluate findings

o logically organise and record conclusions.

• Select and apply techniques and tools to support evaluation in a digital infrastructure context:

o identify and clarify the parameters of the evaluation

o select appropriate techniques and tools to support the evaluation

o apply the selected techniques and use the appropriate tools to support the evaluation

o record the findings of the evaluation for the requirement.

(E1, E3, E4, M5, M6, M8, D2, D3, D4)

3.6 Understand the functions of incident and request management systems in communicating information

• Reporting:

o ticket-based:

– users log issue via ticket system or email

– digital support manually input details if user contacts via telephone

– tracks issue trends

– records internal customer satisfaction

o online chat bots:

– artificial intelligence (AI) responds to commonly asked questions

– efficient use of digital support resource.

• Recording requirements:

o user/customer details

o issue details

o resolution

o time taken.

• Tracking and communicating progress:

o visibility on status and escalation.

3.7 Understand methods of communication and sharing knowledge and their application within a digital support context

• Integrated and standalone IT service management tools:

o incident and problem management systems

o change management systems.

• Knowledge bases and knowledge management systems.

• Wikis and shared documents.

• Shared digital workspaces.

• Telephone.

• Instant messaging.

• Email.

• Video conferencing.

• Digital signage.

• Social media:

o organisational

o public

o personal.

• Blogs.

• Community forums.

• Project management tools (for example, issue logs, Gantt charts, Kanban boards, burndown charts).

• Policy, process and procedure documents.

3.8 Be able to compare options of sources and rationalise the actions taken to ensure the reliability and validity of sources

• Identify the sources for comparison.

• Apply the relevant reliability and validity factors to the sources.

• Compare the outcomes of the validity and reliability actions.

• Explain and recommend the choice of action to ensure the sources are reliable and valid, using appropriate technical terms.

(E1, E3, E5, M5, D3)