Information Technology Specialist (ITS) Program
2008 Hands-on Scenario Preparation
Information Technology Specialist Certification Review
PDF Version of Hands-on Scenario Preparation Guide
Overview of the hands-on scenario
This hands-on scenario task will require you to implement configuration changes and make recommendations appropriate for a described user and user environment.
You will be provided a scenario describing a user and how they expect to utilize their computer. The scenario will also describe the environment in which the computer is used. You will be provided a computer that you will need to analyze to determine what software, hardware, and configurations are either lacking or not appropriate for the user described within the scenario. You will implement configuration changes and make recommendations that will improve the usefulness of the user’s computer.
The scenario will be available approximately one week prior to implementing the hands-on scenario task. Once available, you will need to pick up the scenario and schedule a time to implement the hands-on scenario tasks.
How to use this preparation guide
Use this preparation guide prior to receiving the hands-on scenario task to help you develop a check-list of things that should be checked on any computer that you are working on and to help you begin thinking about the following bullet points.
- How can the information described within this document be obtained from a computer;
- What utilities can be used to solve the issues described within this document; and,
- How should these utilities be installed, configured, and kept up-to-date?
This guide can also be use to help you organize your review and research of:
- Windows Control Panels and 3rd party utilities;
- basic things that you can do to protect your PC and keep it up-to-date;
- hardware and software upgrades and minimum requirements; and,
- network setup and configurations.
Skills being evaluated on the hands-on scenario task
To successfully provide IT support you must possess technical, professional, time management, and documentation skills. During this hands-on scenario task you will be evaluated on your ability to demonstrate skill in each of these areas. Evaluations will be based on a 4-point scale (4=Outstanding, 3=Good, 2=Marginal, 1=Poor). Skills evaluated as Poor will need to be re-done.
Technical skills
You will be evaluated on your ability to:
- Recognize and solve configuration problems
- Identify and recommend hardware updates and implement installations
- Identify and implement software updates and install software required to meet stated user needs
Professional skills
You will be evaluated in the following areas:
- Did you arrive at the exam with the tools and software necessary to perform hardware and software troubleshooting and installation tasks? This includes having extra blank floppy disks and CDRs, boot disk and common troubleshooting utilities. You must be prepared in case network connectivity is not available.
- Did you prepare task checklists and forms to document the maintenance, troubleshooting and configuration process?
- Do the forms you have created show a sense of logic and professionalism that help in the maintenance, troubleshooting, and configuration of the PC
- Do your recommendations serve the stated needs of the user?
- Did you demonstrate an ability to distinguish configuration changes that should always be implemented from those tasks that should be recommend, but not implement, without a discussion with the user.
Time management skills
- Did you demonstrate technical skills sufficient to complete tasks in a reasonable amount of time?
- Did you demonstrate judgment to implement most important tasks first?
Documentation skills
- Your documentation should provide enough information to answer questions a user might have regarding work done on their computer. Good documentation provides enough information that a technician working on the computer, months later, can determine what work was performed on the computer in question. The documentation should clearly indicate how much time was spent and provide enough detail that it could serve as a billing document.
Hands-on Scenario Tasks and Related ITS Courses
| Hands-on task: Documentation:
You will create the following two documents prior implementing the hands on scenario task. These documents should be brought with you when you arrive to implement the hands on scenario task and both documents should be added to your portfolio. Troubleshooting and Maintenance Tracking SheetYou need to develop a form that is useful to document troubleshooting and maintenance tasks for any PC. The form should be created as a template and will be used to document work performed during the exam. After you have completed the hands-on scenario task, you will use this template to type-up your documentation in a neat and professional manner and submit it with your portfolio. At a minimum, documentation should include the following information:
You need to develop a checklist of tasks you want to remember to perform. This check list should be created in such a way that it will be useful in helping you to remember and check-off key tasks that should be done to any PC. Use the Topical areas to expect on the hands-on scenario task section of this preparation guide to help you begin preparing and organizing your checklist.
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Related ITS Courses:
Competencies for this task were covered in the following courses:
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| Hands-on task: Operating Systems Configuration
You will configure a default installation of a current operating system based on a scenario describing an end user and how they expect to use their computer. You will install applications appropriate for the described user and you will install utilities to secure and protect the user’s computer. You will ensure the operating system and all applications are up-to-date and configured check for and install future updates. In this task you will demonstrate your ability to make configuration changes to the operating system; select configuration changes that are appropriate for the user described in the scenario; add applications and utilities appropriate for the user described in the scenario; update the operating system and configure it to check for and install future updates; and add applications and utilities that will help protect the system and keep it up to date. |
Related ITS Courses:
Competencies for this task were covered in the following courses:
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| Hands-on task: Hardware Configuration
You will analyze the user’s computer hardware; fix any hardware that is not operational; and make recommendations regarding hardware upgrades and/or replacements. You will explain your recommendations, whether the upgrade or replacement is required or recommended, how much it will cost, and how the use will benefit. In this task you will demonstrate your ability to document hardware and hardware settings installed within the system; identify hardware that is either not working or not installed properly; correctly install hardware drivers; analyze currently installed hardware, make recommendations to improve the system, and explain how the user will benefit if the recommendation is implemented. |
Related ITS Courses:
Competencies for this task were covered in the following courses:
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| Hands-on task: Network Configuration
You will configure a computer to communicate on a network. You will install drivers for a network print device so that the user can print to a network printer. You will connect to and download files from shared network resources. In this task you will demonstrate your ability to correctly configure networking protocols; identify valid host addresses given an IP address and subnet mask; install and configure drivers for a network print device; and connect to network resources and download files. |
Competencies for this task were covered in the following course:
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| Hands-on task: Troubleshooting
You will analyze and troubleshoot situations as they occur during the hands-on scenario task. In this task you will demonstrate your ability to analyze and solve problems and use resources such as, textbooks and the Web to research and solve problems. |
Competencies for this task were covered in the following courses:
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Page Last modified: April 09 2008.
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