ICA30111 Certificate III in Information, Digital Media and Technology: IT Service Management

 

OVERVIEW

The Certificate III in Information, Digital Media and Technology is an Information Technology career start program. The program is for anyone seeking to commence a career in IT technical support. The program provides the necessary enabling skills for this role.

The program allows graduates to attain internationally recognised credentials by covering a number of industry certifications within the curriculum. The industry certifications taught are MCTS Windows Client, MCTS Windows Server, and IT Infrastructure Library (ITIL). The program covers the exam objectives these highly regarded certifications and prepares students to take the respective international certification exams. Students should learn how to build and maintain computer hardware and networks, support Microsoft systems, and acquire skills in IT service management.

The training is delivered via a number of high quality online learning environments including video and interactive audiovisual environments. The ACIT online learning portal provides the logical and sequential structure of the course. Students are given access to the learning portal which also provides the means to interact with their trainer, submit work, and receive feedback. Students are awarded the qualification on successful completion of the assessment activities and demonstration of competence in the workplace.

QUALIFICATION

ICA30111 CERTIFICATE III IN INFORMATION, DIGITAL MEDIA AND TECHNOLOGY: IT Service Management .

SUBJECTS

Subject	Duration
Computer Repairs and Maintenance	3 Weeks
Networking Fundamentals	1 Week
Microsoft Systems Support MCTS	6 Weeks
Applications Specialist	5 Weeks
IT Service Management – ITIL Foundations	6 Weeks
OHS and Sustainability	3 Weeks
Total Weeks	24 Weeks

Note: Course hours consist of lectures, supervised practical work, unsupervised practical work, e-learning, project work, and directed private study.

COURSE SUBJECTS

Computer Repairs and Maintenance

This subject provides students with an opportunity to obtain the knowledge and skills necessary to service computer hardware, build a computer from parts, install and configure commonly used PC operating systems. Upon completion of this subject, students should be able to:

• Identify all the parts of a PC
• Discuss the functions and interactions of all PC subsystems
• Identify and troubleshoot common PC hardware problems
• Select quality PCs and constituent components based on performance and cost
• Install, replace, and upgrade PC hardware components
• Install and troubleshoot PC peripherals such as printers
• Install and configure commonly used PC operating systems
Duration: 3 Weeks

Networking Fundamentals

This subject is delivered online. It explains the language and basic principles of networks. It also includes numerous interactive exercises to help teach and reinforce the information as well as test your knowledge and understanding of the topic. Upon completing this subject, you will have a working understanding of how networks work as well as the technologies that make networks possible Topics include:

•What is a network?
- Network models
- How data flows from one computer to another
- Network addressing
• Ethernet LANs
- How Ethernet networks operate
- Early Ethernet network devices, including hubs and bridges
- Today’s Ethernet network devices, including switches and Virtual LANs (VLANs)
• Routing basics
- Layer 2 and 3 addressing
- Interconnecting different broadcast domains using routers
- Address resolution
- How data is sent from one broadcast domain or network to another
• IP addressing
- Internet Protocol (IP)
- IP addressing
- Network masks
- Working with binary numbers
- Subnetting
- Routing data through a network using longest match routing
• WAN technologies
- Point-to-Point Protocol (PPP)
- Frame Relay
- Asynchronous Transfer Mode(ATM)
- Multiprotocol Label Switching (MPLS)
• Transport Layer protocols
- User Datagram Protocol (UDP)
-Transmission Control Protocol (TCP)
Duration: 1 Week

Microsoft Systems Support MCTS

This subject includes the Microsoft official courses covering the objectives of two Microsoft Certified Technical Specialist (MCTS) certification exams. These include:
• Installing and Configuring Windows 7 Client
• Configuring and Troubleshooting Windows Server 2008 Active Directory Domain Services

On completion of this subject students should be able to:
• Perform a clean installation of Windows 7, upgrade to Windows 7, and migrate user-related data and settings from an earlier version of Windows.
• Configure disks, partitions, volumes, and device drivers to enable a Windows 7 client computer.
• Configure wired and wireless network connectivity on a Windows 7 client computer.
• Secure, Optimize and maintain the performance and reliability of a Windows 7 client computer.
• Configure mobile computing and remote access settings.
• Perform secure and efficient administration of Active Directory.
• Manage users, groups, computer, and service accounts.
• Manage User Desktops, enterprise security and configuration by using Group Policy settings.
• Administer AD DS domain controllers.
• Manage sites and Active Directory Replication.
• Monitor, maintain and back up directory Service to ensure Directory Service continuity.
• Manage multiple domains and forests.
Duration: 6 Weeks

Applications Specialist

This subject introduces the context for computer-based software applications in society, and the uses of computer applications in the workplace where computers and digital devices are used to communicate, access information, create documents, and present information. The subject covers Microsoft Office applications including; Word, Excel, PowerPoint, Outlook, and the use of desktop operating systems and digital devices. Topics include:

• Customizing Word Options
• Inserting Section Breaks in a Document
• Adding Tables and Captions
• Inserting Graphical Elements
• Reviewing a Document
• Co-authoring a Document
• Viewing Documents on the Web
• Working with Documents by Using Word Mobile 2010
• Protecting a Document
• Inserting Table of Contents and Footnotes
• Creating a Mail Merge
• Editing Documents on the Web and a Mobile Device
• Publishing a Document with Word Mobile 2010
• Editing Worksheets
• Adding Headers, Footers, and Hyperlinks
• Formatting and Editing Cells
• Conditional Formatting
• Analysing Data Lists
• Using What-If Analysis
• Performing Calculations
• Creating, Editing, and Formatting PivotTables
• Creating and Editing Charts
• Setting Excel 201 Options and Workbook Properties
• Linking and Embedding Objects
• Creating and Editing Macros
• Running a Macro
• Manage the PowerPoint Environment
• Use Presentation Views
• Work with the PowerPoint Windows
• Create and Save Presentations
• Work with Text Boxes
• Work with WordArt
• Insert and Format a Table
• Work with Custom Animation
• Insert and Modify a Picture, Shape, SmartArt Graphic, and Chart
• Add Video Clips, Images, and Illustrations
• Send a Slide Show for Review
• Work with Comments
• Prepare a Slide Show for Delivery
Duration:6 Weeks

IT Service Management – ITIL Foundations

IT Service Management (ITSM) is the systematic approach to the planning, development, delivery and support of IT services for the enterprise. It bridges the gap between the business community and IT by facilitating communication and forging a business partnership. This subject covers ITSM in the context of the Information Technology Infrastructure Library (ITIL), which has been adopted as the de facto standard for best ITSM practices in Europe, South Africa, and Australia. Topics include:

•Service Management Principles
•Service Operation
•Service Design
•Service Transition
•Service Strategy
•Continual Service Improvement
Duration: 6 Weeks

OHS and Sustainability

This subject teaches the skills and knowledge required to:

• participate in workplace occupational health and safety (OHS) consultative processes
• analyse the workplace in relation to environmentally sustainable work practices
• implement improvements and monitor their effectiveness

Topics include:

• Establishing consultative processes
• Obtaining and providing information about OHS issues
• Raising OHS issues with others
• Investigating current practices in relation to resource usage
• Setting targets for improvements
• Implementing performance improvement strategies
Duration: 3 Weeks

POSSIBLE VOCATIONAL OUTCOMES

• Help Desk Officer
• IT Support Specialist
• Computer Support Technician
• Field Service Technician
• Service Desk Specialist
• Desktop Support Specialist

 

COURSE REQUIREMENTS

Nil

Disclaimer: Offer of course units is subject to student number viability. Information in course summaries is subject to change prior to commencement of course units. This document, together with the pre-enrolment information and course unit outlines form the full and complete description of this course.