2.1 Understand the values of agile methodologies and work practices
• Individuals and interactions over processes and tools.
• Working software over comprehensive documentation.
• Customer collaboration over contract negotiation.
• Responding to change over following a plan.
2.2 Understand the applications of agile methodologies and work
practices in support of continuous innovation and development
in a digital environment
• Scrum:
o defined roles, events, artefacts and rules
o applies daily scrums
o workloads are broken down into sprints.
• Kanban:
o manages workloads by balancing demands with available
capacity
o identifies bottlenecks in workload
o manages work using a Kanban board
o uses work in progress (WIP) limits to prevent over-commitment.
• Dynamic systems development method (DSDM):
o fixed cost, quality and time
o uses MoSCoW in the prioritisation of scope.
• Feature-driven development:
o breaks down development into smaller features
o plans, designs and builds by feature.
• Crystal:
o focuses on communications and interactions between people over
processes and tools.
• Lean (7 principles):
o eliminate waste
o build in quality
o create knowledge
o defer commitment
o deliver fast
o respect people
o optimise the whole.
• Extreme programming (XP):
o advocates frequent releases in short development cycles
o introduces check points when new customer requirements can
be adopted
o uses planning and feedback loops.
2.3 Understand the incorporation of digital technologies by
organisations into key areas of business operations and the
implications for digital support roles
• Key areas:
o finance:
– budget/finance dashboards
– invoicing processes
– online expense tracking
o sales and marketing:
– customer relationship management (CRM) systems
– social media management and tools
o operations:
– performance dashboards
– online ticket systems
o human resources:
– personnel management systems
– digital training
o communications:
– video conferencing
– collaborative platforms
o research and development:
– access to information
– development environments (for example computer-aided
design (CAD), integrated development environment (IDE).
• Implications for digital support roles:
o increased demand for support due to organisational system’s
reliance on digital systems
o increased training needs of workforce due to reliance on digital
competencies and digital skills
o increased requirement for CPD to support changing systems
and technologies
o requirement to operate and maintain changing digital information
systems to support the organisation to collect, store, maintain and
distribute information.
2.4 Understand the application of service functions in creating a
domain within a networked environment
• Active directory domain services (AD DS):
o active directory – provides functionality to centrally manage
and organise user and device accounts, security groups and
distribution lists, contained in organisational units (OUs)
o group policy – provides functionality to create group policy objects
(GPOs) which can be applied to OUs. GPOs can be applied to
deploy settings and files to users’ profiles and devices, based on
their OU.
• Dynamic host configuration protocol (DHCP) – a network
management protocol to assign IP addresses and network
configuration to a network client device.
• Domain name system (DNS) – for the translation of hostnames to
IP addresses.
• File server and distributed file system (DFS) – to provide shared disk
access and manage permissions.
• Print server – to provide shared printer access.
• Mail servers – manage emails to/from client mailboxes.
• Certificate authorities – application of digital certificates to certify the
ownership of a public key for use in encryption.
2.5 Understand the applications and processes of content
management system (CMS) and the methods used to identify
and resolve user problems
• Problem/incident and request management:
o logging/raising of support requests
o tracking of request progress
o tracking open and closed tickets.
• Knowledge management:
o identification of staff training needs (for example,
use of particular software)
o collating of user support knowledge.
• Change management:
o supporting implementation of new systems.
• Configuration/asset management:
o tracking software licences
o responding to requests for hardware and software
o decommission or redeployment of systems/users.
• Methods used to identify and resolve user problems:
o troubleshooting to diagnose problems:
– information gathering:
investigation of support requests
investigation of probable causes
troubleshoot issues (for example, check line speeds,
check uptime and downtime)
problem analysis:
elimination of known fixes and problems
elimination of potential causes
consideration of remaining possibilities
– test remaining possibilities:
testing and elimination of possible causes
identify the appropriate solution
– problem resolution:
backing up data on system
implementing the solution
testing the solution
repeating the process until required outcome
documenting the cause and solution on content
management system
implementing security controls to mitigate against
cause reoccurring.
2.6 Understand the types of end user devices and systems where
content management systems can be applied to identify and
resolve user problems
• Desktop:
o thick clients
o thin clients.
• Cloud workspaces:
o free cloud workspaces
o paid licensed cloud workspaces.
• Mobile devices:
o tablets
o smartphones
o wearable technology (for example, smartwatches)
o e-reader.
• Laptops.
• Peripherals:
o mouse
o keyboard
o monitors
o printers/scanners
o speakers
o projectors
o storage drives
o magnetic reader/chip reader
o smart card reader.
• IoT:
o smart buildings:
– alarm systems (for example, fire, security)
– metres (for example, water, power)
– lighting
o smart devices:
– autonomous vehicles
– TVs.
2.7 Understand the types of operating systems and how they are used
in a digital support environment
• End user (for example, Windows, macOS, Linux):
o used on desktop PCs and laptops.
• Mobile (for example, iOS, Android):
o used on tablets, devices and mobile phones.
• Server (for example, Windows, Linux):
o used in client-server network environments.
2.8 Understand the range of application types used in a digital
support context
• Productivity software:
o word processing software
o spreadsheet software
o presentation software
o visual diagramming software.
• Web browser.
• Collaboration software:
o email client
o conferencing software
o voice over internet protocol (VoIP)
o instant messaging software
o online workspace
o document sharing.
• Business software:
o database software
o project management software
o business-specific applications (bespoke)
o accounting software
o customer relationship management (CRM)
o ticket management software.
• Development software:
o computer-aided design (CAD)
o integrated development environment (IDE).
2.9 Understand application installation and configuration concepts
in a digital support context and be able to install and configure
software and systems
• System requirements:
o storage space
o RAM
o compatibility
o processor
o OS.
• Hard disk drive (HDD) configuration:
o advantages:
– increased storage capacity
– lower cost
o disadvantages:
– high risk of damage due to moving parts
– greater potential to overheat.
• Solid state drive (SSD) configuration:
o advantages:
– faster access
– faster write and rewrite speeds
– lower risk of damage due to no moving parts
– applied in devices to reduce device size (for example
mobile phone, tablet)
o disadvantages:
– higher cost
– less storage capacity.
• Network card configuration:
o advantages:
– efficiency
– highly secure
– runs efficiently
o disadvantages:
– higher cost
– performance lifespan.
• Resource setup for performance optimisation.
• Permissions:
o folder/file access for installation and operation
o user authorisation
o principle of least privilege.
• Security considerations:
o impact to device
o impact to network
o impact on usability
o impact on the way data is stored.
• Install and configure software and systems onto end user devices:
o remotely install an operating system and configure
system settings:
– select appropriate boot drive and configure with the correct
partitions/formats
– configure domain set-up
– configure time, date, region and language settings
– install additional drivers
– install any available updates (for example Windows updates)
– upgrade an existing operating system ensuring all user data
is preserved.
• Install productivity software:
o apply software updates
o install network-based software.
2.10 Understand operating system (OS) deployment considerations in
a digital support context
• System requirements.
• Hardware configuration.
• Methods of installation and deployment:
o network-based
o local (for example, CD/USB)
o virtualised
o cloud-based.
• Boot methods:
o internal hard drive:
– SSD
– HDD
o external media drive:
– USB-based/solid state (for example, flash drive,
hot-swappable drive)
o network-based:
– preboot execution environment (PXE)
– Netboot.
• Partitioning:
o dynamic
o basic
o primary
o extended
o logical
o GUID Partition Table (GPT).
• File system types:
o Extensible File Allocation Table (exFAT)
o FAT32
o New Technology File System (NTFS)
o Resilient File System (ReFS)
o Network File System (NFS)
o third extended file system (ext3)
o fourth extended file system (ext4)
o Hierarchical File System (HFS)
o swap partition.
• File system formatting:
o quick format:
– files easier to recover
– no scanning for bad sectors
– less time intensive
o full format:
– full scrubbing of files
– files harder to recover
– full scan of bad sectors
– more time intensive.
2.11 Understand the types of deployment methods and the advantages
and disadvantages of their application
• Unattended installation – requires minimal technician response due
to pre-defined options being set up:
• Thin imaging:
o advantages:
– used on a large scale
– used on a variety of devices
– ability to put out latest software for build
– flexibility
o disadvantages:
– requires more maintenance
– more difficult to configure.
• Base image:
o advantages:
– used on a large scale
– built to meet specific purpose
– easier to create
o disadvantages:
– more difficult to maintain
– less flexible.
• In-place upgrade – upgrading an operating system without a full
clean install
o advantages:
– efficient process
– user profiles are not lost
– simple process
o disadvantages:
– potential compatibility issues
– requires operating system media or large download.
• Manual clean install – installing an operating system with the
installation media:
o advantages:
– most appropriate/latest version of operating system
– simple process
o disadvantages:
– may require a back-up
– timely process.
• Repair installation – performing a repair installation without data loss
and without upgrading:
o advantages:
– no loss of data
– no need to check compatibility
– may resolve operating system and application instabilities
o disadvantages:
– manual process
– may not resolve operating system and application instabilities.
• Multi-boot – ability to boot a single device with multiple operating
systems
o advantages:
– ability to run multiple operating systems from different
manufacturers
o disadvantage:
– difficult to set up and maintain.
• Remote network installation – installing an operating system from
a network boot:
o advantages:
– physical access may not be needed
– takes advantage of unattended installation
– efficient deployment to multiple devices
o disadvantages:
– speed of deployment is limited to network capabilities
– specific network configuration may be required
– requirement for specific device features (for example
PXE booting capabilities)
– significant configuration required.
2.12 Be able to deploy software applications and operating systems
remotely
• Gather and analyse user data to determine requirements.
• Select and configure appropriate deployment method:
o thin imaging:
– gather software installer and drivers and build task sequence
o base image:
– install operating systems, drivers and software
– configure operating system, applications and drivers
– capture disk image.
• Deploy operating system with chosen method.
• Apply updates to operating system, applications and drivers.
• Test deployment meets business requirements.
• Comply with organisational safety and security policies
and procedures.
2.13 Understand the steps in creating and deploying disk images
• Creation of a base image file.
• Creation of customisation or answer file.
• Addition of any additional drivers and software required.
• Distribution of the image.
• Deployment of the image.
• Updating software versions and drivers to avoid introducing
vulnerabilities and instabilities.
2.14 Understand the benefits of using image files to deploy operating
systems or software
• Automation requires fewer resources.
• Ensures consistency of deployment.
• Reduces ongoing support costs.
• Quick system restoration.
2.15 Understand the purpose and process of system recovery and
restoration
• System recovery:
o fixes a system in its current state
o preserves all files and folders.
• System restoration:
o applied when system recovery fails
o reverts system back to a previous state.
• Process:
o ensuring data is backed up
o booting in system recovery tools
o following on-screen instructions
o testing of issue to confirm resolution.
2.16 Understand the purpose and types of corporate and internet
service provider (ISP) email configurations and their applications
within digital support
• Email configuration – server configuration of an email account used
when traffic moves through a firewall or when configuring an email
account set-up:
o Post Office Protocol 3 (POP3) – used to receive emails from the
server to a local piece of software
o Internet Message Access Protocol (IMAP) – allows emails to be
held on a mail server and received by software
o Simple Mail Transfer Protocol (SMTP) – used to receive emails
that are sent over the internet
o Secure/Multipurpose Internet Mail Extensions S/MIME) – used to
send encrypted email messages
o port and Secure Sockets Layer (SSL) settings – encrypted
connection between the website server and the browser to
improve security
o Transport Layer Security (TLS) – successor to SSL, used to
provide security for data.
2.17 Understand the process of the configuration of on-premises and
cloud-based integrated commercial provider email services:
• Ensuring alignment with corporate policy.
• Configure user profiles (for example, usernames, passwords,
email signatures).
• Identifying and selecting:
o provider (for example, G Suite, Microsoft 365)
o protocol (for example, SMTP, IMAP, POP3)
o configure mail exchange (MX) record
o domain for incoming mail
o domain for outgoing mail.
2.18 Understand the purpose of remote access and its application
within digital support
• Purpose:
o facilitates work from a remote location using network resources as
if connected to a physical network or a choice of multiple networks
(for example, facilitates working from home due to office closure
as part of a BCP).
• Applications:
o desktop sharing
o remote support (for example, fault diagnosis, remote correction of
user issues)
o off-site working.
2.19 Understand the role and configuration factors of a VPN in
securing remote access and remote support to protect data
• Role:
o encrypts network traffic
o masks IP address to increase privacy.
• Configuration factors:
o settings
o client configurations
o server configurations
o port and security protocols (for example, TLS, SSL)
o encryption setting and certificates
o authentication.
2.20 Understand the process of configuring a simple VPN
• Configuration of the VPN server:
o enabling the VPN service
o configuring IP address and DNS hostnames of the VPN interface
o managing user access including authentication and permissions.
• Configuration of the client device:
o creating the connection
o setting the destination IP address and fully qualified domain name
(FQDN)
o setting permissions and conditions.
2.21 Understand the support processes provided to end users and
customers
• User management:
o adding users
o removing users
o accessing times.
• Password management:
o complexity setting
o expiry
o reset on next logon.
• Permissions and privileges:
o access to resources
o group policies
o configuring shared resources.
• Installation and deployment of software.
• Connection to remote resources.
• Fault identification.
• Issue escalation from first to third line support.
• Knowledge management:
o documentation.
• Known fixes.
• SOPs.
• Asset management.
• Auditing.
2.22 Be able to solve problems as they arise and apply appropriate
methods in a digital support context
• Apply troubleshooting to diagnose problems:
o information:
– investigate support requests
– investigate probable causes
– troubleshoot issues.
o problem analysis:
– eliminate known fixes and problems
– eliminate potential causes
– consider remaining possibilities.
o test remaining possibilities:
– test and eliminate possible causes
– identify the appropriate solution.
o apply problem resolution:
– back-up data on system
– implement the solution
– test the solution
– repeat process until required outcome is achieved
– document the cause and solution on fault logging system.
o implement actions to mitigate against the cause reoccurring.
2.23 Be able to monitor and operate information systems
• Analyse performance of system components:
o hardware
o software
o database
o network
o people.
• Assess and monitor the appropriate security controls
(for example, firewalls, anti-virus).
• Monitor network performance and user traffic.
• Operate and maintain assets:
o track software licences
o respond to requests for hardware and software
o log and tag assets correctly.
• Support users via face to face or remote access software:
o train users in use of the system
o organise and record user issues within a content
management system
o user password management
o fault identification
o issue escalation.
• Record and summarise all relevant findings and actions to inform
future policies and procedures:
o logically organise all findings
o using appropriate technical terms.
2.24 Understand the components of version control management and
its application within digital support
• Fresh installation:
o OS
o application software
o utility software
o licensing.
• Patching and updating:
o system updates (for example OS updates)
o driver/firmware updates
o anti-virus/anti-malware updates
o software and applications.
• Updates:
o installation of updates
o rollback procedures:
– rollback device drivers
o rollback OS update failures
o rollback updates.
• Deployment using network tools (for example, group policy):
o locally installed
o network deployed
o testing
o release control.
2.25 Understand the process of asset management and its application
in digital support
• Identification and planning:
o user needs
o organisational needs
o constraints
o deployment strategies.
• Acquisition and implementation:
o sourcing assets (for example hardware and software)
o integration into current system.
• Operation and maintenance:
o tracking software licences
o responding to requests for hardware and software.
• Decommissioning and redeployment:
o removing non-utilised assets
o decommissioning out-of-date systems
o management of new or leaving staff profiles.
2.26 Understand the purpose and applications of mobile device
management (MDM) and be able to configure accessories and
ports of mobile devices
• Purpose:
o tracks and locates mobile devices
o secures mobile devices
o manages use of devices
o manages configurations:
– wireless data network
– cellular data network
– hotspot
– tethering
– airplane mode
– Bluetooth
– email accounts.
• Applications:
o segregation:
– multiple profile options for personal and professional use
– management of application data
– compliance with organisational policies and procedures.
• Remote management:
o remote wipe
o disabling functionalities
o restricts mobile devices
o controls app store
o restricts calling/data use
o controls back-up and synchronisation.
• Security:
o screen lock
o encrypts device
o password enforcement
o failed login attempts/login restrictions
o multi-factor authentication.
• Authenticator applications (for example, Google authentication,
fast identity online (FIDO)).
• Apply mobile device management (MDM) to configure mobile
devices to allow:
o wireless data networks
o cellular data networks
o hotspots
o tethering
o airplane mode
o Bluetooth
o email accounts.
2.27 Be able to explain the application and benefits of digital solutions
to meet specific requirements
• Analyse requirements:
o access to information, services or products
o conducting transactions.
• Identify the best application of digital solutions to meet requirements:
o digital systems (for example, content management systems)
o productivity software
o digital technologies.
• Explain the benefits of applying the identified digital solution:
o express ideas clearly and concisely
o use appropriate level of detail to reflect audience requirements
o use technical terminology.
2.28 Be able to operate digital information systems and tools to
maintain information and delivery of a digital support service
• Operate information systems to collect, store, maintain and distribute
information to support service delivery.
• Process and review user feedback data on service:
o critically analyse validity of user feedback.
• Maintain service delivery and information:
o create, action and update tickets
o communicate the status of tickets with users
o monitor and record system performance
o support users remotely by utilising remote support software.
• Record and summarise all relevant findings and actions to inform
future policies and procedures:
o logically organise all findings
o using appropriate technical terms.
2.29 Understand the methods and tools used to train others in
using digital systems and technologies, and the appropriate
applications of these methods and tools
• Methods:
o shadowing
o desk side
o remote support
o e-learning
o VR
o AR
o smart boards
o applications (for example Kahoot!, Padlet)
o simulation.
• Tools:
o crib sheets
o smart sheets
o webinars
o screencasts
o managed learning environments (MLE)
o virtual learning environments (VLE)
o sandboxed environments
o MOOCs.
Links to Learning Outcomes |
Links to Assessment criteria |
|
|---|---|---|