Occupational Code: EIS ITM5
Ministry of Education
Sector: -Economic Infrastructure
Sub Sector: - : Information communication Technology
Occupation:- Information Technology Service Mgt _LV
Candidate’s Package
The assessment covers the following units of competence:
1. EIS ITM5 01 0811 Establish and Maintain Client User Liaison
2. EIS ITM5 02 0811 Prepare Disaster Recovery and Contingency Plan
3. EIS ITM5 03 0811 Develop System Infrastructure Design Plan
4. EIS ITM5 04 0811 Plan and Monitor the System Pilot
5. EIS ITM5 05 0811 Research and Review Hardware Technology Options for
Organizations
6. EIS ITM5 06 0811 Match IT Needs with the Strategic Direction of the Enterprise
7. EIS ITM5 07 0811 Implement Quality Assurance Processes for Business
Solutions
8. EIS ITM5 08 0811 Facilitate and Capitalize on Change and Innovation
9. EIS ITM5 09 0811 Establish and Conduct Business Relationship
10. EIS ITM5 10 1012 Develop and Refine Systems for Continuous Improvement in
Operations
Candidate’s instructions and worksheets
Instructions to Candidate
Methods of Assessment
1 Observation /Demonstration
2 Knowledge assessment ( Oral interview/written)
Candidate name
Registration number
Name of assessment center
Name of training provider
Type of Assessment applied:
Qualification – based o
Competency based
Candidate’s Package for information Technology. Service Mgt_LV_V2 (Oct 2014)
Occupational Code: EIS ITM5
INSTRUCTIONS TO THE CANDIDATE
Occupation: Information Technology Service Mgt _LV
1. For Qualification-based assessment, you are to perform all the projects in this package
together with the written tests.
2. For competence-based assessment, you are required to perform the specific project/s
where the competencies to be certified are included.
3. Read the Project package/s and Written test (if applicable) properly.
4. All your questions and clarifications should be addressed to the assessor only.
5. Complete the task/project described in the project package.
6. You are given fifteen (15) minutes reading time for each project and the number of
hours allocated for each project is indicated in the Project Information Sheet.
7. After you finish this assessment, you are required to submit all the project packages
and written tests questions provided to you.
8. You are allowed to use your tools/ instruments with the permission of the Assessor,
and this must be presented to the assessor before start of the test.
9. After you finish the assessment, you are required to sign the Competency Assessment
Results Summary, and return to the stock room all the tools and materials borrowed.
10. You are also required to clean up your work station after completion of your work.
Candidate’s Package for information Technology. Service Mgt_LV_V2 (Oct 2014)
Occupational Code: EIS ITM5
Project Information
Given the necessary tools, equipment and information, the candidate is expected to
perform the following 3 projects.
The assessor should ask oral questions on which she/he is not satisfied by the
candidate’s performance
Assessment Venue:Well Equipped Assessment Centre or real work place
Total time for all projects 4:50hrs
Project 1: Establishing, Maintaining client user liaison and Conducting
Business Relationship
Total time for the project: 1:35 Hours
Competencies Covered:-
EIS ITM5 01 0811 Establish and Maintain Client User Liaison
EIS ITM5 09 0811 Establish and Conduct Business Relationship
Instruction: Under this project the candidate is required to Establish, Maintain
client user liaison and Conduct Business Relationship.
XYZ computer accessories factory has a top down organizational structure; Business
owner; subordinates: Marketing Manager, Finance manager, Production manager;
Production subordinates; Local workers, Remote workers.
The company needs a website to promote & sell its products online.
Assume you are working in ABC IT firm engaged in website development as an IT
manager.
Based on this information the candidate is required to perform the following four
tasks
Task1: - Identify organizational units and sketch organizational structure of the
company
Time allotted (25) minutes
The candidate is expected to identify the organizational units of the company and
sketch the organizational structure and save it as ‘xyz orgstruct’ (Hint: Use MS-office
Visio 2003/ 2007)
Task 2: Identify the hardware and software technologies needed and project
sponsor expected
Time allotted:-15 minutes
Under this task the candidate is required to list the hardware and software
technologies needed & the project sponsor and save it as ‘technologies’.
Candidate’s Package for information Technology. Service Mgt_LV_V2 (Oct 2014)
Occupational Code: EIS ITM5
Task 3: Identify support requirements for the website developed
Time allotted (15 Minutes)
Under this task the candidate is required identify & list support requirements and
save it as ‘support requirement ’.
Task 4: Prepare a service level agreement for the website development
Time allotted (40 Minutes)
Under this task the candidate is expected to identify service provider, the customer,
objective of the services and responsibility of service provider’s and customers. It is
also expected to express service measurements used and modification and review
of the agreement.
Project 2: Preparing a Contingency Plan
Time allotted: - 1hour
Competencies covered:-
1. EIS ITM5 02 0811 Prepare Disaster Recovery and Contingency Plan
2. EIS ITM5 04 0811 Plan and Monitor the System Pilot
ABB Importer is a company located in Addis having two buildings connected through
Fiber Optic cable in star topology; to share data among departments from a central
server.
There is minimal risk that fiber optic cables within the concrete-protected conduit
system could be damaged, but with the consideration of construction projects, the
possibility exists. A more likely scenario exists that fiber optic cabling within a
building could be damaged.
Having this information candidate is required to perform the following
Prepare/develop contingency plan
Time allotted:-1 hour
Under this project the candidate is expected to Identify expected risks of the
company and prepare a contingency plan.
Candidate’s Package for information Technology. Service Mgt_LV_V2 (Oct 2014)
Occupational Code: EIS ITM5
Project 3- Developing an action and system infrastructure design plan
Time allotted:- 3:00 Hrs
Competencies covered:-
EIS ITM5 03 0811 Develop System Infrastructure Design Plan
EIS ITM5 05 0811 Research and Review Hardware Technology Options for
Organizations
EIS ITM5 06 0811 Match IT Needs with the Strategic Direction of the Enterprise
1. City M needs to enhance its ICT infrastructure; because the majority of the City's
servers and desktop computer hardware and software have reached the end of their
useful life. A fund is available for new infrastructure to enable permitting, work order,
contract & grant management through electronic process.
Available workers include 2 IT managers, 10 Technical IT assistants and 2 network
administrators
Task 1:- List hardware requirements for the Infrastructure
Time allotted:- (30 minutes)
Here candidate is required to list hardware requirements for the infrastructure and
give brief description for each item in the list. Save it as ‘hardware requirements’.
Task 2: - Identify and list activities, assign appropriate personnel and set the
timeline
Time allotted: - (15 minutes)
Under this task candidate is required to list/identify activities to be done, assign
appropriate personnel for each activities and set the timeline. Save it as ‘activities’
Task 3: Develop system infrastructure design plan for the IT infrastructure
Time allotted:- (1:30 hours)
Instruction: Under this task the candidate is expected to develop infrastructure
design plan and fill basic components of a budget plan by using the template on the
next page. Save it as ‘Infrastructure design’
Cover Page
EXECUTIVE SUMMARY
Candidate’s Package for information Technology. Service Mgt_LV_V2 (Oct 2014)
Occupational Code: EIS ITM5
Background and discussion
Brief Statement of Purpose
.
Overview - Existing Information Technology System
Modification plan
.
Summary of Benefits and Enhancements of IT Plan
Candidate’s Package for information Technology. Service Mgt_LV_V2 (Oct 2014)
Occupational Code: EIS ITM5
Budget Plan
IT Infrastructure Plan – Budget
Activities / Items Initial Cost On-Going Cost
Budgeted
Budget Budget
Total
Candidate’s Package for information Technology. Service Mgt_LV_V2 (Oct 2014)
