Level 3 Dip IT Pro Comp

Level 3 Diploma in ICT Professional Competence (7540-03 and 7540-83)

www.cityandguilds.com October 2009 Version 3.0

Qualification handbook

500/3477/7

About City & Guilds City & Guilds is the UK’s leading provider of vocational qualifications, offering over 500 awards across a wide range of industries, and progressing from entry level to the highest levels of professional achievement. With over 8500 centres in 100 countries, City & Guilds is recognised by employers worldwide for providing qualifications that offer proof of the skills they need to get the job done. City & Guilds Group The City & Guilds Group includes City & Guilds, ILM (the Institute of Leadership & Management) which provides management qualifications, learning materials and membership services, NPTC which offers land-based qualifications and membership services, and HAB (the Hospitality Awarding Body). City & Guilds also manages the Engineering Council Examinations on behalf of the Engineering Council. Equal opportunities City & Guilds fully supports the principle of equal opportunities and we are committed to satisfying this principle in all our activities and published material. A copy of our equal opportunities policy statement is available on the City & Guilds website. Copyright The content of this document is, unless otherwise indicated, © The City and Guilds of London Institute 2008 and may not be copied, reproduced or distributed without prior written consent. However, approved City & Guilds centres and learners studying for City & Guilds qualifications may photocopy this document free of charge and/or include a locked PDF version of it on centre intranets on the following conditions: centre staff may copy the material only for the purpose of teaching learners working towards a City & Guilds qualification, or for internal administration purposes learners may copy the material only for their own use when working towards a City & Guilds qualification The Standard Copying Conditions on the City & Guilds website also apply. Please note: National Occupational Standards are not © The City and Guilds of London Institute. Please check the conditions upon which they may be copied with the relevant Sector Skills Council. Publications City & Guilds publications are available on the City & Guilds website or from our Customer Relations department at the address below or by telephoning +44 (0)20 7294 2850 or faxing +44 (0)20 7294 2405. Every effort has been made to ensure that the information contained in this publication is true and correct at the time of going to press. However, City & Guilds’ products and services are subject to continuous development and improvement and the right is reserved to change products and services from time to time. City & Guilds cannot accept liability for loss or damage arising from the use of information in this publication. City & Guilds 1 Giltspur Street London EC1A 9DD T +44 (0)20 7294 2787 www.cityandguilds.com F +44 (0)20 7294 2413 [email protected]

Level 3 Diploma in ICT Professional Competence (7540-03 and 7540-83)

www.cityandguilds.com October 2009 Version 3.0

Level 3 Diploma in ICT Professional Competence (7540-03 and 7540-83) 1

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2 Level 3 Diploma in ICT Professional Competence (7540-03 and 7540-83)

Contents

1 About this document 5 2 About the qualification 6 2.1 Aims of the qualification 6 2.2 Rules of combination 8 2.3 Sources of information and assistance 12 3 Candidate entry and progression 14 4 Centre requirements 16 4.1 Centre, qualification and fast track approval 16 4.2 Resource requirements 17 4.3 Administration, registration and certification 20 4.4 Quality assurance 22 5 Course design and delivery 24 5.1 Initial assessment and induction 24 5.2 Recommended delivery strategies 25 5.3 Data protection, confidentiality and legal requirements 26 6 Relationships to other qualifications 27 6.1 Links to National Occupational Standards/other qualifications 27 6.2 Apprenticeship framework 34 7 Assessment 36 7.1 Evidence requirements 36 7.2 Observed performance and products of performance 37 7.3 Recording forms 38 8 Units 39 8.1 About the units 39 Appendix 1 Sources of information about level accreditation, qualification and credit

frameworks and level descriptors 40 Appendix 2 Obtaining centre and qualification approval 41


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1 About this document

This document contains the information that centres need to offer the following Diploma:

Level 3 Diploma in ICT Professional Competence (7540-03, -83) QCA accreditation number 500/3477/7

This document includes details and guidance on:

• centre resource requirements • candidate entry requirements • information about links with, and progression to, other qualifications • qualification standards and specifications • assessment requirements


2 About the qualification 2.1 Aims of the qualification

Accreditation details This qualification is accredited by the Qualifications and Curriculum Authority at Level 3 of the QCF

Qualifications and Credit Framework (QCF) The QCF replaces the National Qualifications Framework (NQF) in England and Northern Ireland, and is intended to replace the regulated pillar within the Qualifications and Credit Framework for Wales (CQFW). It is also intended to align with the Scottish Credit and Qualifications Framework (SCQF). The QCF provides a way of recognising achievement through the award of credit for units and qualifications. Units within the framework are allocated a:

• level to indicate the level of difficulty • credit value to indicate the size of the unit. 10 hours of learning time = 1 credit value. Learning time is a notional measure of the amount of time a typical candidate might be expected to take to complete all the learning relevant to achievement of the learning outcomes. It differs from Guided Learning Hours (GLH) which represent only those hours a tutor/trainer or facilitator are present and contributing to the learning process because it takes into account all learning relevant to the learning outcomes regardless of where, when and how it has taken place. The QCF recognises learning by awarding credit each time a candidate successfully completes a unit. Candidates can accumulate and transfer credit achievement over time. A unit is the smallest part of learning for which credit is awarded. Candidates can also gain credit for full qualifications. For further information about the QCF, CQFW and the SCQF, please refer to the websites for each country listed at Appendix 1. The City & Guilds Diploma in Professional Competence for ICT Professionals is a reformed approach to achieving Apprenticeships for IT and Telecoms professionals. It combines competence based National Occupational Standards (NOS) units with the opportunity to complete a broader set of industry recognised certifications, such as Microsoft and Cisco qualifications and systems and principles units from the expert in vocational qualifications, City & Guilds. Units from employers can also be added with the support of the Sector Skills Council. This handbook contains unit content from the competence element of the apprenticeship programme. Units in the Diploma in ICT Systems and Principles are available in a different handbook which is available to download from the City & Guilds website at www.cityandguilds.com. The aims of this qualification are to:

• meet the needs of candidates who work or want to work as apprentices in the IT and Telecoms sector as Database Administrators, Internet/Web Professionals, IT Product Developers, IT Technical Sales Specialist, IT Trainers, Multimedia Designers, Network Managers, Office Equipment Service Technicians, Software Developer/Programmers, Systems Analysts and Telecommunications Technicians


http://www.cityandguilds.com/

• allow candidates to learn, develop and practise the skills required for employment and/or career progression in the IT and Telecoms sector

• contribute to achieving the competence required for apprentices following an apprenticeship as either a Telecoms or IT Professional, whilst containing additional skills and knowledge which go beyond the scope of the NOS. See the N/SVQ/Qualifications Relationship mapping for further details.


About the qualification 2.2 Rules of combination

Rules of combination are used to define the structure of qualifications. The rules of combination specify the credits which must be achieved through a particular combination of units to gain a full qualification. This section provides information about the full qualification which may be awarded to candidates successfully completing the required rules of combination as shown below: To achieve the level 3 Diploma in ICT Professional Competence, candidates must achieve a minimum total of 72 credits, which must include the mandatory units:

• Develop Personal and Organisational Effectiveness Level 3 (12 credits)

• Health & Safety level 1 (3 credits)

• Customer Care L2 (9 credits) or Interpersonal and Written Communication L2 (9 credits) plus a further 51 Optional unit credits of which a minimum of 26 credits, maximum of 51 credits must come from the Technical Optional Units which include:

• ICT Professional NOS evidence-based units

• Vendor or Industry Certifications (Microsoft, Cisco, Oracle, CompTIA) and/or A minimum zero and a maximum of 25 credits from the Restricted Optional Group which may include:

• Employer Units

• IT User units

• Units from other sectors/qualifications to suit job role (with advance agreement from City & Guilds)

The mandatory units must be achieved using workplace evidence. Optional units can be achieved using other assessment methodologies.

• each AOC can contribute to a qualification at one level only

• at least 60% of the total unit value must be achieved at the level of the qualification

• Employer units - up to 25 credits at level 3 can be selected from the restricted options


The units and credit values assigned are shown in the table below.

Credit values Area of Occupational Competence (AOC) Title Level

1 Level

2 Level

3 Mandatory units Health and safety in ICT and Contact Centres L1 3 Develop personal and organisational effectiveness L3 5 9 12 Customer care L2 6 9 12 Interpersonal and written communication L2 3 9 12 Optional group Data analysis and data structure design 9 Investigating and defining requirements 9 12 Managing software development 12 Quality management of ICT products and services 12 Remote support for products or services 6 9 12 Security of ICT systems 3 12 Software development - component creation 9 12 Software development - design 12 15 Software installation and upgrade 6 9 12 System management 6 12 System operation 6 9 12 Technical advice and guidance 6 9 12 Technical fault diagnosis 6 6 12 Technical fault remedy selection 3 6 9 Testing ICT systems 6 6 12 User profile administration 6 9 Working with ICT hardware and equipment 9 9 12 CompTIA A+ 603 9 CompTIA A+ 604 9 CompTIA A+ 602 9 CompTIA A+ Essentials 9 CompTIA DHTI+ 9 Cisco ICND – Interconnecting Cisco Networking Devices (CCNA parts 3 and 4)

18

Cisco INTRO – Introduction to CISCO Networking Technologies (CCNA parts 1 and 2)

18

CompTIA Convergence + 9 CompTIA Linux+ 9 CompTIA Network+ 9 CompTIA Security+ 9 CompTIA Server+ 9 MS 70-210 Installing, Configuring and Administering MS Windows 2000 Professional

7

MS 70-227 Installing, Configuring, and Administering Microsoft Internet Security and Acceleration (ISA) Server 2000, Enterprise Edition

4


Credit values Area of Occupational Competence (AOC) Title Level

1 Level

2 Level

3 MS 70-228 Installing, Configuring and Administering Microsoft SQL Server 2000 Enterprise Edition

7

MS 70-270 Installing, Configuring and Administering MS Windows XP Professional

7

MS 70-284 Implementing and Managing Microsoft Exchange Server 2003 7 MS 70-290 Managing and Maintaining a Windows Server 2003 Environment

7

MS 70-291 Implementing, Managing, and Maintaining a Windows Server 2003 Network Infrastructure

10

MS 70-293 Planning and Maintaining a Microsoft Windows Server 2003 Network Infrastructure

3

MS 70-299 Implementing and Administering Security in a Microsoft Windows Server 2003 Network

7

IT Project Management 10 Provide leadership for your team 9 MS 70-622 - Supporting and Troubleshooting Applications on a Windows Vista Client for Enterprise Support Technicians

9

MS 70-623 - Supporting and Troubleshooting Applications on a Windows Vista Client for Consumer Support Technicians

9

MS 70-624 - Deploying and Maintaining Windows Vista Client and 2007 Microsoft Office System Desktops

9

MS 70-236 - Configuring Microsoft Exchange Server 2007 12 MS 70-431 - Microsoft SQL Server 2005 - Implementation and Maintenance

13

MS 70-640 - Configuring Windows Server 2008 Active Directory 13 MS 70-642 - Configuring Windows Server 2008 Network Infrastructure 11 MS 70-643 - Configuring Windows Server 2008 Applications Infrastructure

13

MS 70-646 - Windows Server 2008, Server Administrator 11 MS 70-647 - Windows Server 2008, Enterprise Administrator 14 Restricted optional units Managing people and resources (import) Project management (import) Supporting learning and development (import) Artwork and imaging software 4 6 10 Database software 4 6 10 Email 2 4 10 Internet and intranets 2 4 6 Presentation software 4 6 8 Spreadsheet software 4 6 8 Website software 4 6 10 Word Processing software 4 6 8

Up to a maximum of 10 credits

Credit from any other units on QCF

Employer own units (to be developed by individual employers in consultation with e-skills UK)

Up to a maximum of 25 credits


Certificates of unit credit Certificates of unit credit (CUC) will be issued to candidates for each successfully completed unit. Candidates who do complete the required numbers of credit will also receive a full qualification certificate.


About the qualification 2.3 Sources of information and assistance

Related publications City & Guilds also provides the following documents specifically for this qualification:

Available from Publication

Qualification handbook www.cityandguilds.com Apprenticeships for ICT Practitioners/Professionals (7540)

www.cityandguilds.com A Guide for Centres Level 3 Diploma in ICT Professional Competence units www.cityandguilds.com

fast track approval forms www.cityandguilds.com

Other essential City & Guilds documents There are other City & Guilds documents which contain general information on City & Guilds qualifications:

• Providing City & Guilds qualifications – a guide to centre and qualification approval contains detailed information about the processes which must be followed and requirements which must be met for a centre to achieve ‘approved centre’ status, or to offer a particular qualification.

• Ensuring quality

contains updates on City & Guilds assessment and policy issues. • Centre toolkit

contains additional information on Providing City & Guilds qualifications, in a CD-ROM, which links to the internet for access to the latest documents, reference materials and templates. The Centre Toolkit is sent to centres when they receive approved centre status. It is also available from to order at an additional cost.

• Online catalogue/shop

contains details of general regulations, registration and certification procedures and fees. For the latest updates on our publications and details of how to obtain them and other City & Guilds resources, please refer to the City & Guilds website.


City & Guilds websites

Website Address Purpose and content

City & Guilds main website

www.cityandguilds.com This is the main website for finding out about the City & Guilds group, accessing qualification information and publications.

Walled Garden The Walled Garden is a qualification administration portal for approved centres, enabling them to register candidates and claim certification online.

www.walled-garden.com

Contacting City & Guilds by e-mail The following e-mail addresses give direct access to our Customer Relations team.

e-mail Query types

[email protected] all learner enquiries, including

• requesting a replacement certificate

• information about our qualification

• finding a centre.

[email protected] all centre enquiries

[email protected] all enquiries relating to the Walled Garden, including

• setting up an account

• resetting passwords.



http://www.walled-garden.com/

mailto:[email protected]



3 Candidate entry and progression

Candidate entry requirements All learners for the Advanced Apprenticeship/Advanced Modern Apprenticeship must be employed. Learners on the Apprenticeship in England can follow a Programme-led approach, with prior agreement from e-skills UK. Those apprentices taking the Foundation Modern Apprenticeship in Wales and Traineeships in Northern Ireland must be in full-time employment. Candidates should not be entered for a qualification of the same type, content and level as that of a qualification they already hold. There are no formal entry requirements for candidates undertaking this qualification. However, centres must ensure that candidates have the potential and opportunity to successfully gain the qualification and some employers specify a minimum entry level. Please see section, Course design and delivery, which offers guidance on initial assessment. As part of the assessment for this qualification, candidates must have access to a work setting. Skills and attributes which are relevant to information technology and telecoms occupations are

• Motivation to succeed within a career in information technology (IT)

• Willingness to learn and apply that learning in the workplace

• Ability to complete the qualifications which are part of the Apprenticeship programme

• Ability to communicate effectively with a range of people

• Enjoy being part of a team

• Problem solving abilities

• Organisation skills and can work to deadlines

• Can work logically and methodically

Age restrictions This qualification is not approved for use by candidates under the age of 16 and City & Guilds cannot accept any registrations for candidates in this age group.

Progression The qualification provides knowledge and/or practical skills related to the Level 3 Diploma in ICT Professional Competence.

• On completion of this qualification candidates may progress into

• Higher Apprenticeship for ICT Professionals

• Higher IT NVQ (IT Professional) or other relevant NVQ levels 4 and 5

• Higher Education such as Foundation Degree

• City & Guilds Higher Level Qualification for IT Practitioners (4447)

• Honours Degree such as IT Management for Business

• other non-IT sectors such as management, finance, business skills or other company/employer requirements.


Europass Certificate Supplement A Europass Certificate Supplement is available for the Level 3 Diploma in ICT Professional Competence (QCF). The Certificate Supplement is part of a European initiative called Europass which aims at facilitating mobility by making it easier to understand skills and qualifications, especially outside the issuing country. The Certificate Supplement can be used to help learners find a job, get experience or enrol in an education or training programme abroad. It may also assist employers to identify the best applicant to work for their organisation. The Certificate Supplement sits alongside the official certificate and is supplied by the awarding body which develops the qualification. For more information on Europass and to download the Certificate Supplement for free, please visit www.cityandguilds.com/europass.


4 Centre requirements 4.1 Centre, qualification and fast track approval

Centres not yet approved by City & Guilds To offer this qualification, new centres will need to gain both centre and qualification approval.

Existing City & Guilds centres To offer this qualification, centres already approved to deliver City & Guilds qualifications will need to gain qualification approval.

Centres already offering City & Guilds qualifications in this subject area Centres approved to offer the following City & Guilds qualifications

• Level 3 NVQ for Communications Technologies Professionals (3661-03)


• Level 3 Diploma in ICT Communications Systems (3662-03)

• Level 3 Diploma in Designing and Planning Communications Networks (3663-03)

• Level 3 NVQ for IT Professionals (4324-03)


• Level 4 Higher Professional Diploma for IT Practitioners (4457)

• Level 3 Advanced Diploma in ICT Systems Support (7266-27)

• Level 3 Advanced Diploma for IT Professionals (7266-25 or 7266-29) may apply to their Regional Office for fast track approval for the Level 3 Diploma in ICT Professional Competence provided they have been active during the academic year 2007/2008 and providing there have been no changes to the way the qualifications are delivered. It is the centre’s responsibility to check that fast track approval is still current at the time of application. All other approvals will need to follow the standard Qualification Approval Process.


Centre requirements 4.2 Resource requirements

Physical resources At each qualification level the mandatory units must be assessed using evidence arising from the workplace. All optional units may be assessed using evidence arising from the workplace. For all workplace assessments:

• evidence should arise naturally from workplace tasks and activities eg job sheets, work logs, contact reports etc. ;

• ephemeral evidence, for example of decision taking, should be cross checked by oral questioning and backed up by brief written evidence – for example in the form of annotations or storyboards;

• the assessment of workplace performance should be as natural and efficient as possible and therefore evidence of competence should, where possible, come from work colleagues acting as ‘expert witnesses’.

Centres must provide access to sufficient equipment in the centre or workplace to ensure candidates have the opportunity to cover all of the practical activities. Centres can use specially designated areas within a centre to assess, for example, the installation of specialised systems. The equipment, systems and machinery must meet industrial standards and be capable of being used under normal working conditions, for example electric motors must have a method of applying sufficient power and not be connected up to show movement.

Human resources To meet the quality assurance criteria for this qualification, the centre must ensure that the following internal roles are undertaken: Expert witnesses Expert witnesses can be drawn from a wide range of people who can attest to performance in the workplace, including line managers, coaches and experienced colleagues from inside the candidate’s organisation or from other organisations such as customers or clients. The expert witness can, in particular, provide evidence relating to the candidate’s competence:

• when working with, or supporting, specialist products, equipment or systems;

• in meeting customer requirements; and

• of working within organisational procedures. Expert witnesses should at least:

• have a minimum of 2 years supervisory, managerial or training experience in the units for which they are providing evidence;

• demonstrate a working knowledge of the National Occupational Standards units they are attesting to; and

• demonstrate clear evidence of appropriate continuous professional development.


In addition it would be desirable for the expert witness to hold or be working towards an appropriate unit of competence in the assessment of workplace performance. If this is not the case, they should hold a post that involves responsibility for the quality of work performed by those for whom they are acting as an expert witness.

Staff delivering the qualifications All new teachers delivering publicly funded qualifications in the learning and skills sector (all post 16 education – including FE, adult and community learning, work-based learning, offender education) in England are now required to take qualifications which form part of the Qualified Teacher – Learning and Skills (QTLS) framework. City & Guilds offers a range of qualifications within the QTLS framework. Details are available on the QTLS pages of www.cityandguilds.com. Staff delivering this qualification must also be able to demonstrate that they meet the following occupational expertise requirements.

• be technically competent in the area for which they are delivering training and/ or have experience of providing training. This knowledge must be at least to the same level as the training being delivered.

• have at least recent relevant experience in the specific area they will be assessing. Centre staff may undertake more than one role eg tutor and assessor or internal verifier, but must never internally verify their own assessments. Trainer / tutors must

• be occupationally knowledgeable in the area for which they are delivering training. This knowledge must be at least to the same level as the training being delivered.

• have credible experience of providing training. Assessors and internal verifiers Assessors Assessors will be appointed by approved centres to assess candidate performance and judge the validity of work place assessments. Where expert witnesses make a significant contribution to the assessment process:

• the assessor will be responsible for approving the selection of expert witnesses including evidence of occupational competence and monitoring their contribution to the assessment process; and

• a register of all accepted expert witnesses must be maintained by the centre and be subject to review as part of the external verification process.

The assessor will be responsible for making assessment judgements including for units where evidence relies extensively on expert witness testimony. The assessor will make use of appropriate expert witness testimony as part of the overall assessment of the candidate. In addition the assessor must ensure that witness testimony clearly matches the level and breadth of performance described in the NOS, and this may be done, for example, by the assessor questioning the witness against the knowledge and skills specified in the NOS.

• In addition to the requirements of the regulatory authorities, assessors must:have carried out continued professional development to familiarise themselves with current standards for assessment; and

• have relevant (IT, CT or CC) experience and occupational competence to enable them to make a valid judgement about demonstration of competence in the area they will be assessing.


Internal Verifiers Internal verifiers will be appointed by approved centres to ensure the quality and consistency of assessments within the centre. In addition to the requirements of the regulatory authorities, Internal Verifiers must have the relevant (IT, CT or CC) experience and occupational competence to enable them to make a valid judgement about a demonstration of competence in the area they will be verifying. Continuing professional development (CPD) Centres are expected to support their staff in ensuring that their knowledge of the occupational area and of best practice in delivery, mentoring, training, assessment and verification remains current, and takes account of any national or legislative developments.


Centre requirements 4.3 Administration, registration and certification

QCF Technical Requirements Centres must register with QCA to obtain access to the Learner Registration Service (LRS) in order to obtain the Unique Learner Number (ULN) and Learner Achievement Record (LAR) for their learners. Information on how to do this can be obtained from www.cityandguilds.com/QCFIT Learners are awarded credit for the unit they have completed which is recorded on their QCF Learner Achievement Record (LAR). They may continue to accumulate credit towards a full qualification at a later date if they wish; provided it is within the timescales of accreditation for the particular qualification. The LAR also indicates to the learner how many more credits they need in order to achieve a full qualification and progression routes.

City & Guilds’ administration Full details of City & Guilds’ administrative procedures for this qualification are provided in the Online Catalogue. This information includes details on:

• registration procedures

• enrolment numbers

• fees

• entry for examinations

• claiming certification. Centres should be aware of time constraints regarding the registration and certification periods for the qualification, as specified in the City & Guilds Online Catalogue. Centres must follow all administrative guidance carefully, particularly noting that fees, registration and certification end dates for the qualification are subject to change. The latest News is available on the website (www.cityandguilds.com).

Regulations for the conduct of examinations Regulations for the conduct of examinations for online and written examinations are given in Providing City & Guilds qualifications - a guide to centre and qualification approval and in the Online Catalogue. Centres should ensure they are familiar with all requirements prior to offering assessments.

Retaining assessment records Centres must retain copies of candidate assessment records for at least three years after certification.

Notification of results After completion of assessment, candidates will receive, via their centre, a ‘notification of candidate results’, giving details of how they performed. It is not a certificate of achievement.


http://www.cityandguilds.com/QCFIT


Certificates of unit credit (CUCs) A certificate of unit credit records the successful completion of a unit. Centres can apply to City & Guilds for CUCs at any time after candidates have achieved a unit. They do not need to wait until the full programme of study has been completed.

Full certificates Full certificates are only issued to candidates who have met the full requirements of the qualification, as described in section 2.4 Rules of combination.


Centre requirements 4.4 Quality assurance

This information is a summary of quality assurance requirements. Providing City & Guilds qualifications and in the Centre toolkit provide full details and guidance on:

• internal quality assurance

• external quality assurance

• roles and responsibilities of quality assurance staff.

Internal quality assurance Approved centres must have effective quality assurance systems to ensure optimum delivery and assessment of qualifications. Quality assurance includes initial centre approval, qualification approval and the centre’s own internal procedures for monitoring quality. Centres are responsible for internal quality assurance, and City & Guilds is responsible for external quality assurance.

External quality assurance External quality assurance for the qualification will be provided by City & Guilds external verification process. External verifiers are appointed by City & Guilds to approve centres, and to monitor the assessment and internal quality assurance carried out by centres. External verification is carried out to ensure that assessment is valid and reliable, and that there is good assessment practice in centres. To carry out their quality assurance role, external verifiers must have appropriate occupational and verifying knowledge and expertise. City & Guilds’ external verifiers attend training and development designed to keep them up-to-date, facilitate standardisation between verifiers and share good practice. City & Guilds external verifiers use electronic report forms designed to provide an objective risk analysis of individual centre assessment and verification practice. External verifiers: External verifiers are appointed by City & Guilds to monitor and assure quality and consistency of assessments within and between centres. In addition, where expert witnesses make a significant contribution to the assessment process, the register of all accepted expert witnesses should be reviewed as part of the external verification process. In addition to the requirements of the regulatory authorities, External Verifiers must have the relevant (IT or CT) experience and occupational competence to enable them to make a valid judgement about a demonstration of competence in the area they will be verifying.


The role of the external verifier is to:

• provide advice and support to centre staff

• ensure the quality and consistency of assessments within and between centres by the use of systematic sampling

• regularly visit centres to ensure they continue to meet the centre and qualification approval criteria

• provide feedback to centres and to City & Guilds.


5 Course design and delivery 5.1 Initial assessment and induction

Centres will need to make an initial assessment of each candidate prior to the start of their programme to ensure they are entered for an appropriate type and level of qualification. The initial assessment should identify:

• any specific training needs the candidate has, and the support and guidance they may require when working towards their qualification. This is sometimes referred to as diagnostic testing.

• any units the candidate has already completed, or credit they have accumulated which is relevant to the qualification they are about to begin.

City & Guilds recommends that centres provide an induction programme to ensure the candidate fully understands the requirements of the qualification they will work towards, their responsibilities as a candidate, and the responsibilities of the centre. It may be helpful to record the information on a learning contract. Further guidance about initial assessment and induction, as well as a learning contract that centres may use, are available in the Centre toolkit.


Course design and delivery 5.2 Recommended delivery strategies

Centre staff should familiarise themselves with the structure, content and assessment requirements of the qualification before designing a course programme. Centres may design course programmes of study in any way that

• best meets the needs and capabilities of their candidates

• satisfies the requirements of the qualification. In particular, staff should consider the skills and knowledge related to the national occupational standards. City & Guilds recommends that centres address the wider curriculum, where appropriate, when designing and delivering the course. Centres should also consider links to the National Occupational Standards, Key/Core/Functional Skills and other related qualifications. Relationship tables are provided in section Relationships to other qualifications to assist centres with the design and delivery of the qualification. Centres may wish to include topics as part of the course programme which will not be assessed through the qualification. For further information to assist with the planning and development of the programme, please refer to the following:

• all mandatory units must be assessed using evidence from the workplace

• CISCO units must be assessed by the relevant CISCO test

• CompTIA units must be assessed by the relevant CompTIA test

• Microsoft units must be assessed by the relevant Microsoft test

• all other optional units can be assessed using other assessment methodologies, eg evidence from the workplace, simulation, Real Work Experience or contributing qualification assessment.


Course design and delivery 5.3 Data protection, confidentiality and legal requirements

Data protection and confidentiality Data protection and confidentiality must not be overlooked when planning the delivery of this qualification. Centres offering this qualification may need to provide City & Guilds with personal data for staff and candidates. Guidance on data protection and the obligations of City & Guilds and centres are explained in Providing City & Guilds qualifications. It is extremely important to protect the identity of the individuals encountered by candidates in the work setting, eg customers, clients and patients. Confidential information must not be included in candidate portfolios or assessment records. Confidential information should remain in its usual location, and a reference should be made to it in the portfolio or assessment records. Images of minors being used as evidence If videos or photographs of minors (those under 18) are used as the medium to present evidence as part of the qualification, both centre and candidate have responsibilities for meeting child protection legislation. Centres are responsible for informing candidates of the following:

• getting permission from the minor’s parent/guardian prior to collecting the evidence • reasons and restrictions for using photographs or video recordings as evidence • period of time for which the photographs or video recordings may be kept • obligation to keep photographs or video recordings secure from unauthorised access • secure electronic storage requirements of photographs or video recordings • associated child protection legislation.

Legal requirements There is no legislation affecting the qualification.


6 Relationships to other qualifications 6.1 Links to National Occupational Standards/other qualifications

City & Guilds has identified the connections to the NOS/previous NVQ/VRQ on the NQF. This mapping is provided as guidance and suggests areas of overlap and commonality between the qualifications. It does not imply that candidates completing units in one qualification are automatically covering all of the content of the qualifications listed in the mapping. Centres are responsible for checking the different requirements of all qualifications they are delivering and ensuring that candidates meet requirements of all units/qualifications. For example, units within a QCF qualification may be similar in content to units in the NQF qualification which the candidate may have already undertaken and this may present opportunities for APL. This qualification has connections to the:

• Level 2 NVQ for Communications Technologies Practitioners (3661-02)

• Level 2 Certificate in Communications Cabling (3666)

• Level 2 NVQ for IT Practitioners (4324-02)

• Level 2 Diploma for Software Developers (7266-22)

• Level 2 Diploma in ICT Systems Support (7266-26)

• Level 2 Diploma for ICT Practitioners (7266-24)


• Level 3 Diploma in ICT Communications Systems (3662-03)

• Level 3 Diploma in Designing and Planning Communications Networks (3663-03)


• Level 3 Advanced Diploma for IT Professionals (7266-25 and 7266-29)

• Level 3 Advanced Diploma in ICT Systems Support (7266-27)

NQF units QCF units

Unit Number/Title Unit Number/Title

D/102/7619 D/102/7619 K/102/7655

Customer care 1 Customer care 2 Customer care 3

T/500/7157 A/500/7158 F/500/7159

Customer care in ICT1 Customer care in ICT2 Customer care in ICT3

D102/7659 Data analysis and data structure design 3

K/500/7205

Data analysis and data structure design 3

R/102/7620 D/102/7653

Develop personal and organisational effectiveness 2 Develop personal and organisational effectiveness 3

Y/501/2917 R/500/7182

Develop personal and organisational effectiveness 2 Develop personal and organisational effectiveness 3

K/102/7607 Health and safety in ICT and Contact Centres 1

Y/500/7183 Health and safety in ICT and Contact Centres 1


NQF units QCF units


T/102/7609 Y/102/7621 M/102/7656

Interpersonal and written communication 1 Interpersonal and written communication 3 Interpersonal and written communication 3

M/500/7206 T/500/7207 A/500/7208

Interpersonal and written communication 1 Interpersonal and written communication 2 Interpersonal and written communication 3

T/102/7626 A/102/7658

Investigating and defining requirements 2 Investigating and defining requirements 3

K/500/6796 M/500/6797

Investigating and defining requirements 2 Investigating and defining requirements 3

T/102/7660 Managing software development 3

T/500/6798 Managing software development 3

A/102/7661 Quality management of ICT products and services

T/500/7210 Quality management of ICT products and services

K/102/7610 H/102/7623 T/102/7657

Remote support for products or services 1 Remote support for products and services 2 Remote support for products and services 3

R/500/7215 Y/500/7216 D/500/7217

Remote support for products or services 1 Remote support for products and services 2 Remote support for products and services 3

M/102/7611 F/102/7662

Security of ICT systems 1 Security of ICT systems 3

K/500/7219 D/500/7220

Security of ICT systems 1 Security of ICT systems 3

F/102/7628 J/102/7663

Software development - component creation 2 Software development - component creation 3

J/500/7261 R/500/7263

Software development - component creation 2 Software development - component creation 3

A/102/7627 L/102/7664

Software development – design 2 Software development – design 3

H/500/7266 M/500/7268

Software development – design 2 Software development – design 3

T/102/7612 A/102/7644 R/102/7665

Software installation and upgrade 1 Software installation and upgrade 2 Software installation and upgrade 3

D/500/7265 D/500/7329 R/500/7330

Software installation and upgrade 1 Software installation and upgrade 2 Software installation and upgrade 3

F/102/7645 Y/102/7666

System management 2 System Management 3

Y/500/7331 D/500/7332

System management 2 System management 3

A/102/7613 J/102/7667 D/102/7703

System operation 1 System operation 2 System operation 3

H/500/7333 F/500/7338 A/500/7340

System operation 1 System operation 2 System operation 3

F/102/7614 L/102/7647 D/102/7670

Technical advice and guidance 1 Technical advice and guidance 2 Technical advice and guidance 3

J/500/7342 L/500/7343 R/500/7344

Technical advice and guidance 1 Technical advice and guidance 2 Technical advice and guidance 3


NQF units QCF units


J/102/7615 Y/102/7649 H/102/7669

Technical fault diagnosis 1 Technical fault diagnosis 2 Technical fault diagnosis 3

L/500/7388 R/500/7389 J/500/7390

Technical fault diagnosis 1 Technical fault diagnosis 2 Technical fault diagnosis 3

L/102/7616 R/102/7648 H/102/7699

Technical fault remedy selection 1 Technical fault remedy selection 2 Technical fault remedy selection 3

M/500/7349 H/500/7350 K/500/7351

Technical fault remedy selection 1 Technical fault remedy selection 2 Technical fault remedy selection 3

R/102/7617 R/102/7651 M/102/7676

Testing ICT systems 1 Testing ICT systems 2 Testing ICT systems 3

T/500/7353 A/500/7354 F/500/7355

Testing ICT systems 1 Testing ICT systems 2 Testing ICT systems 3

L/102/7650 H/102/7671

User profile administration 2 User profile administration 3

H/500/7378 K/500/7379

User profile administration 2 User profile administration 3

Y/102/7618 Y/102/7652 Y/102/7672

Working with ICT hardware and equipment 1 Working with ICT hardware and equipment 2 Working with ICT hardware and equipment 3

H/500/7381 K/500/7382 M/500/7383

Working with ICT hardware and equipment 1 Working with ICT hardware and equipment 2 Working with ICT hardware and equipment 3

J/102/5699 L/102/5719 D/102/5739

Internets and intranets 1 Internets and intranets 2 Internets and intranets 3

R/500/7280 Y/500/7281 D/500/7282

Internets and intranets 1 Internets and intranets 2 Internets and intranets 3

M/102/5700 F/102/5720 R/102/5740

E-mail 1 E-mail 2 E-mail 3

T/500/7286 F/500/7288 A/500/7290

E-mail 1 E-mail 2 E-mail 3

T/102/5701 J/102/5721 Y/102/5741

Word processing software 1 Word processing software 2 Word processing software 3

J/500/7292 H/500/6781 M/500/6783

Word processing software 1 Word processing software 2 Word processing software 3

A/102/5702 L/102/5722 D/102/5742

Spreadsheet software 1 Spreadsheet software 2 Spreadsheet software 3

F/500/6769 T/500/6770 A/500/6771

Spreadsheet software 1 Spreadsheet software 2 Spreadsheet software 3

F/102/5703 R/102/5723 H/102/5743

Database software 1 Database software 2 Database software 3

R/500/7294 Y/500/7295 D/500/7296

Database software 1 Database software 2 Database software 3

J/102/5704 Y/102/5724 K/102/5744

Website software 1 Website software 2 Website software 3

H/500/7297 K/500/7298 M/500/7299

Website software 1 Website software 2 Website software 3

L/102/5705 D/102/5725

Artwork and imaging software 1 Artwork and imaging software 2 Artwork and imaging

Y/500/7300 D/500/7301 H/500/7302

Artwork and imaging software 1 Artwork and imaging software 2 Artwork and imaging software 3


NQF units QCF units


M/102/5745 software 3

R/102/5706 H/102/5726 T/102/5746

Presentation software 1 Presentation software 2 Presentation software 3

K/500/7303 M/500/7304 T/500/7305

Presentation software 1 Presentation software 2 Presentation software 3

Contacting the Sector Skills Council Name of SSC e-skills UK Address 1 Castle Lane London SW1E 6DR Telephone 0207 963 8920 Fax 0207 592 9138 e-mail [email protected] URL www.e-skills.com

Employer units Employers’ units are those designed by a single employer based on their own in-house training, systems and assessment regimes. They are nationally recognised and awarded, but as they refer only to one employer, their use is limited to the restricted optional group.

Vendor units The following units were developed by other vendors, centres wanting to offer these units must adhere to the guidelines of each vendor. The certificates are issued by the relevant vendor’s test. The following units of assessment in this qualification were developed by CISCO

QCF units

Unit Number/Title

Cisco ICND – Interconnecting Cisco Networking Devices (CCNA parts 3 and 4)

K/501/2968

Cisco INTRO – Introduction to CISCO Networking Technologies (CCNA parts 1 and 2)

H/501/2967

Contacting CISCO Name of Vendor Cisco Systems Ltd

Address 11 New Square Bedfont Lakes Feltham TW14 8HA United Kingdom Telephone +44 (0)20 8824 1000 Fax +44 (0) 208 824 1001 URL www.cisco.com/web/learning/netacad


The following units of assessment in this qualification were developed by CompTIA

QCF units NQF units


T/500/5827 CompTIA A+ 603 J/501/3593 CompTIA A+ 603

T/500/5828 CompTIA A+ 604 L/501/3594 CompTIA A+ 604

K/500/5826 CompTIA A+ 602 F/501/3592 CompTIA A+ 602

H/500/5825 CompTIA A+ Essentials R/501/3595 CompTIA A+ Essentials

D/500/5824 CompTIA DHTI+ D/501/3597 CompTIA DHTI+

n/a CompTIA Convergence + Y/501/3596 CompTIA Convergence +

D/500/1451 CompTIA Linux+ H/501/3598 CompTIA Linux+

Y/500/1450 CompTIA Network+ L/00/7312 CompTIA Network+

H/500/1452 CompTIA Security+ K/501/3599 CompTIA Security+

n/a CompTIA Server+ R/501/3600 CompTIA Server+

Contacting CompTIA Name of Vendor CompTIA Address 5th Floor, City Tower 40 Basinghall Street London, EC2V 5DE Telephone +44 (0) 207 330 6060 Fax +44 (0) 207 330 6061 e-mail [email protected] URL http://uk.comptia.org


The following units of assessment in this qualification were developed by Microsoft

NQF units QCF units


n/a MS 70-210 Installing, Configuring and Administering MS Windows 2000 Professional

Y/501/2867 MS 70-210 Installing, Configuring and Administering MS Windows 2000 Professional

n/a MS 70-227 Installing, Configuring, and Administering Microsoft Internet Security and Acceleration (ISA) Server 2000, Enterprise Edition

K/501/2825 MS 70-227 Installing, Configuring, and Administering Microsoft Internet Security and Acceleration (ISA) Server 2000, Enterprise Edition

n/a MS 70-228 Installing, Configuring and Administering Microsoft SQL Server 2000 Enterprise Edition

M/501/2826 MS 70-228 Installing, Configuring and Administering Microsoft SQL Server 2000 Enterprise Edition

J/500/4280 MS 70-270 Installing, Configuring and Administering MS Windows XP Professional

A/501/2604 MS 70-270 Installing, Configuring and Administering MS Windows XP Professional

Y/500/4283

MS 70-284 Implementing and Managing Microsoft Exchange Server 2003

T/501/2827 MS 70-284 Implementing and Managing Microsoft Exchange Server 2003

L/500/4281 MS 70-290 Managing and Maintaining a Windows Server 2003 Environment

J/501/2606 MS 70-290 Managing and Maintaining a Windows Server 2003 Environment

K/500/7155 MS 70-291 Implementing, Managing, and Maintaining a Windows Server 2003 Network Infrastructure

H/501/2824 MS 70-291 Implementing, Managing, and Maintaining a Windows Server 2003 Network Infrastructure

n/a MS 70-293 Planning and Maintaining a Microsoft Windows Server 2003 Network Infrastructure

H/501/2712 MS 70-293 Planning and Maintaining a Microsoft Windows Server 2003 Network Infrastructure

n/a MS 70-299 Implementing and Administering Security in a Microsoft Windows Server 2003 Network

R/501/2866 MS 70-299 Implementing and Administering Security in a Microsoft Windows Server 2003 Network

H/502/3628 MS 70-622 - Supporting and Troubleshooting Applications on a Windows Vista Client for Enterprise Support Technicians

K/502/3646 MS 70-623 - Supporting and Troubleshooting Applications on a Windows Vista Client for Consumer Support Technicians

A/502/3649 MS 70-624 - Deploying and Maintaining Windows Vista Client and 2007 Microsoft Office System Desktops

J/502/3556 MS 70-236 - Configuring Microsoft Exchange Server 2007


H/502/3581 MS 70-431 - Microsoft SQL Server 2005 - Implementation and Maintenance

M/502/3650 MS 70-640 - Configuring Windows Server 2008 Active Directory

J/502/3640 MS 70-642 - Configuring Windows Server 2008 Network Infrastructure

L/502/3638 MS 70-643 - Configuring Windows Server 2008 Applications Infrastructure

J/502/3637 MS 70-646 - Windows Server 2008, Server Administrator

T/502/3634 MS 70-647 - Windows Server 2008, Enterprise Administrator

Contacting Microsoft Name of Vendor Microsoft Ltd Address Microsoft Campus Reading RG6 1WG Telephone +(44)0870 60 10 100 Fax +(44)0870 60 20 100 URL www.microsoft.com


Relationships to other qualifications 6.2 Apprenticeship framework

Apprenticeship frameworks The e-skills UK approach to competence-based qualifications combines NOS-based units with the opportunity to complete a broader set of industry recognised certifications, such as vendor certifications. It will test the principles of the credit framework in England, Wales and Northern Ireland and develop the competence needed to be an IT or Telecoms Professional. The apprenticeship is based on credit values being assigned to units from IT and Telecoms. Learners have to achieve a certain number of credits of competence plus credits from systems and principles units. The number of credits that a learner needs to achieve the level 3 apprenticeship framework is below.

Advanced Apprenticeship for IT and Telecoms Professionals (level 3) Competence Knowledge Transferable Skills

Qua

l titl

e

Level 3 Diploma in ICT Professional Competence (72 credits)

Level 3 Certificate in ICT Systems and Principles for Apprentices (min 24 credits)

Key Skills: • Communication level 2 • Application of Number

level 2 Employment Rights and

Responsibilities (ERR)

This qualification supports the Employment rights and responsibilities (ERR) of the apprenticeship framework. Full details of the requirements of the apprenticeship framework for the IT and Telecoms sector are available from: Name of SSC e-skills UK, Address 1 Castle Lane

London SW1E 6DR

Telephone 0207 963 8920 Fax 0207 592 9138 e-mail [email protected] www.e-skills.com/apprenticeships



http://www.e-skills.com/apprenticeships

Accreditation of prior learning and experience (APEL) Accreditation of Prior Learning (APL) and Accreditation of Prior Experience and Learning (APEL) recognise the contribution a person’s previous experience could contribute to a qualification. All existing NVQ achievements can be used as APA against the QCF NOS-based units as the standards have not been changed in any way for these units.


7 Assessment 7.1 Evidence requirements

Evidence requirements All mandatory units must be assessed in the workplace but optional units can be assessed through a wider variety of assessment methods. Occupational competence can be assessed in the workplace by managers, coaches or external assessors. Usually you can find evidence of your candidates’ performance from assessor observation and/or testimony from an expert witness of the candidate carrying out activities in the workplace. Optional units can be assessed using assessments from contributing qualifications such as e-Quals 07.

What can be accepted as evidence? Candidates can draw on past experience to provide evidence as well as collecting evidence from their current job. The potential sources and what is acceptable as evidence follow.

Background evidence Copies of CVs, previous or current job descriptions, any previous certificates which relate to this award. Candidates can also include performance evidence from previous experiences and achievements. CV Job descriptions Certificates Records of achievement Accounts of experience Case studies or projects from previous work Licences Records of courses attended Staff appraisals Products Endorsements Employer references


7 Assessment 7.2 Observed performance and products of performance

Work is a natural source of evidence. Often there are products from the assessed activity which should be retained as a valuable source of evidence, for example:

Letters relating to work Completed Forms

Job Sheets Plans

Diaries Completed projects, case studies or assignments that are part of your work

Finished or end products Witness statements about your work

Contact with clients Memos and reports

Logbooks Checklists

Tape recordings Visual aids/photographs/videos

Authenticated reports from appropriate personnel, e.g. line managers

Staff appraisals

References received Witness Statements from clients

Supplementary evidence Where it is not possible to gain sufficient performance evidence through direct observation of work activities or products of this work, it will be necessary for you to ask for supplementary evidence. This could be by asking for the candidate to:

• answer oral or written questions

• attend an interview

• complete written tests

• provide a written personal account of competence to support other evidence .


Assessment 7.3 Recording forms

Candidates and centres may decide to use a paper -based or electronic method of recording evidence. City & Guilds endorses several e-Portfolio systems. Further details are available at www.cityandguilds.com/eportfolios. City & Guilds has developed a set of Recording forms including examples of completed forms, for new and existing centres to use as appropriate. Recording forms are available on the City & Guilds website. Although it is expected that new centres will use these forms, centres may devise or customise alternative forms, which must be approved for use by the external verifier, before they are used by candidates and assessors at the centre. Amendable (MS Word) versions of the forms are available on the City & Guilds website.


8 Units 8.1 About the units

Availability of units The units for this qualification are available to download from the centres and training providers section of the City & Guilds website.


Appendix 1 Sources of information about level accreditation, qualification and credit frameworks and level descriptors

Please visit the following websites to find current information on accreditation, qualification level descriptors and national qualification and credit frameworks and in each country.

Nation Framework Who to contact Websites

England Qualification and Credit Framework (QCF)

The Qualifications and Curriculum Authority

www.qca.org.uk

Scotland Scottish Credit and Qualifications Framework (SQC

The Scottish Qualifications Authority

www.scqf.org.uk www.sqa.org.uk

Wales The Credit and Qualifications Framework for Wales (CQFW)

The Department for Education, Culture and Welsh Languauge (DECWL)

www.wales.gov.uk

Northern Ireland

Qualification and Credit Framework (QCF)

The Council for Curriculum, Examinations and Assessment

www.ccea.org.uk


http://www.qca.org.uk/

Appendix 2 Obtaining centre and qualification approval

Only approved organisations can offer City & Guilds qualifications. Organisations approved by City & Guilds are referred to as centres. Centres must meet a set of quality criteria including:

• provision of adequate physical and human resources • clear management information systems • effective assessment and quality assurance procedures including candidate support and

reliable recording systems. An organisation that has not previously offered City & Guilds qualifications must apply for approval to become a centre. This is known as the centre approval process (CAP). Centres also need approval to offer a specific qualification. This is known as the qualification approval process (QAP), (previously known as scheme approval). In order to offer this qualification, organisations which are not already City & Guilds centres must apply for centre and qualification approval at the same time. Existing City & Guilds centres will only need to apply for qualification approval for the particular qualification. Full details of the procedures and forms for applying for centre and qualification approval are given in Providing City & Guilds qualifications - a guide to centre and qualification approval, which is also available on the City & Guilds centre toolkit, or downloadable from the City & Guilds website. Regional / national offices will support new centres and appoint a Quality Systems Consultant to guide the centre through the approval process. They will also provide details of the fees applicable for approvals. Assessments must not be undertaken until qualification approval has been obtained. City & Guilds reserves the right to withdraw qualification or centre approval for reasons of debt, malpractice or non-compliance with City & Guilds’ policies, regulations, requirements, procedures and guidelines, or for any reason that may be detrimental to the maintenance of authentic, reliable and valid qualifications or that may prejudice the name of City & Guilds. Further details of the reasons for suspension and withdrawal of approval, procedures and timescales, are contained in Providing City & Guilds qualifications.

Approval for global online assessment (GOLA) In addition to obtaining centre and qualification approval, centres are also required to set up a GOLA profile in order to offer online examinations to candidates. Setting up a GOLA profile is a simple process that need only be completed once by the centre. Details of how to set up the profile and GOLA technical requirements are available on the City & Guilds website (www.cityandguilds.com/e-assessment). The GOLA section of the website also has details of the GOLA helpline for technical queries and downloads for centres and candidates about GOLA examinations. Centres should also refer to Providing City & Guilds qualifications - a guide to centre and qualification approval for further information on GOLA.





Published by City & Guilds 1 Giltspur Street London EC1A 9DD T +44 (0)20 7294 2787 F +44 (0)20 7294 2413 www.cityandguilds.com City & Guilds is a registered charity established to promote education and training

SP-03-7540


http://www.city-and-guilds.co.uk/

Documents

Level 3 Dip IT Pro Comp