Welcome to ICAW2001A Work effectively in an information technology environment. This unit will introduce you to working in an IT role — in an IT company or an organisation with an IT function. You’ll learn about the broad range of possible roles you might want to go into in IT, and the information, policies and procedures that structure IT functions in organisations.
You’ll do three tasks for an online music store called La La Music, which will allow you to demonstrate your skills and knowledge in working effectively in an information technology environment.
To do these tasks you’ll need to be able to:
- Identify IT roles in an organisation and the related policies and procedures.
- Identify the IT equipment, software and operating system supported by the organisation.
Assessment information
To successfully complete ICAW2001A Work effectively in an IT environment you will need to be able to: operate within an IT environment with an understanding of an organisation’s IT policies, systems, management structure and operating arrangements.
Your assessment tasks will require you to demonstrate your competence by:
- identifying IT roles in an organisation and the related policies and procedures
- identifying the IT equipment, software and operating system supported by the organisation.
There are three final assessment tasks given in this resource. You will be required to complete these for your assessment tasks.
Simulated Workplace Scenario
Welcome to La La Music — we’re an online music store that sells CDs and DVDs. We’ve been in business for eight years and have a well-established IT Unit that is central to our business. The IT Unit develops and maintains our website and internal computer systems.
The IT Unit has 28 staff covering a range of responsibilities for the website, networks, systems, IT administration and management.
You’ve just started here as a trainee in the IT Unit. As the business is expanding, the IT Unit is recruiting more staff in new roles, and we’re also planning to upgrade some equipment under our upgrade schedule.
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Your coach, Julia Foulard, La La Music IT Unit Manager
Section 1
Identify the roles of information technology personnel
Preview
To work in IT you need to understand a number of IT areas of responsibility and know how IT workplaces are structured and how they operate. This Learning Pack covers IT in general, some specific job roles, as well as the key players and professional associations in the industry.
Learning outcomes
After completing this topic you will be able to:
- Identify IT roles in an organisation and briefly describe what services they perform.
- Describe key players in the IT service area.
Before you start
Before you start this topic, you should be familiar with the Internet and how to search websites using keywords.
Reading
The readings here will help you develop your knowledge and skills for identifying the roles of information technology personnel. This will involve an understanding of:
- The role of IT in an organisation
- Specific IT roles and services
- Routine tasks
- Key players
- IT qualifications.
Get reading:
1589_reading-1.docxPractice Task 1
1589_Practice1.docxTerms
Application: an off-the-shelf product or customised computer program designed to perform a specific function directly for the user
Applications programmer: writes computer software for a specific purpose (generally unique and customised to meet a specific business purpose)
Client: an organisation that hires IT staff on a contract basis
Database handlers: add-on programs that allow the import and export of data to and from database applications like Access or Oracle
Data flows: diagrams that show how data moves through a computer system
IT Account managers: people who work for IT consulting organisations and deal directly with clients to manage the working relationship with the client, and provide IT services as needed
IT system: hardware components and software programs that run together
Network: a group of computers and associated devices that share a common communications line or wireless link and typically share the resources of a single server within a small geographic area (for example, within an office building); usually, the server has applications and data storage that are shared in common by multiple computer users
Program: series of coded instructions that the computer executes to perform a specific task such as to print a document
Storyboard: a series of slides (commonly PowerPoint presentations) that show how a multimedia product is going to look; used by designers for web sites, graphics or e-Learning
Systems programmer: writes computer systems software such as for operating systems, database systems and utilities
User Acceptance Testing (UAT): the testing of a new computer system once developed to ensure it does what users need it to
Utility program: supports the operating system to provide common services like disk backup, disk optimisation, file recovery and formatting
Check your understanding
Try and do these exercises to check your understanding before you begin the assessment task. 1589Check your understanding.docxAssessment Task 1:
Identify the roles of information technology personnel
The Human Resources Manager has asked me to identify what skills and knowledge the IT Unit is looking for — to fill two new positions we’re recruiting for. I’d like you to help me put together information I can use in the position profiles.
Your task is to research the skills and knowledge required for two new IT positions:
- Network Administrator
- Web Developer.
Put this information into a Position Profile document I created for you, so you know the exact information and format I need.
As a new starter in the company, why don’t you also let me know what positions within IT interest you, for the future? You can do this by completing a Position Profile for two more positions that interest you personally.
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Your coach, Julia Foulard, La La Music IT Unit Manager
To Do:
Produce four position profiles:
- two profiles for the new IT roles at La La Music — Network Administrator and Web Developer.
- two profiles for job roles that interest you.
Use the Position Profile document under Tools to write up the profiles.
Tools
To research IT jobs and position profiles go to:
The Australian Computer Society website at http://www.acs.org.au/ and click on IT Careers Portal.
or http://www.myfuture.edu.au/services/default.asp?FunctionID=5002&Action=Advanced
Use this Position Profile
Task1PositionProfile.docx to write the position profiles.Tips
Find other websites that are appropriate and look for information about these two roles. While you’re there you might come across other roles that interest you.
Section 2
Identify and comply with information technology policies and procedures
Preview
As an employee in an IT organisation, you will be required to perform your job according to the policies and procedures of the organisation. This, and other information, is typically held in a centralised document library which is accessible to staff members. In some smaller organisations you may still have to carry out undocumented procedures that are passed on to you verbally. However, it is one thing to have policies and procedures — ensuring that they are followed is another.
Learning outcomes
After completing this topic you will be able to:
- Identify IT policies and procedures and research whether they are used in practice.
Reading
The readings here will help you develop your knowledge and skills for identifying and complying with information technology policies and procedures. This will involve an understanding of:
- Organisational systems
- Policies and procedures
- The benefits of following policies and procedures.
Get reading
1585_reading-1.docxPractice Task 2
1585_practice-1.docxResearch
IT policies and procedures
- For a guide to writing IT policies and procedures search for ‘writing policies and procedures’ at: http://www.ucsc.edu
- Examples of IT policies and procedures are at the Techrepublic website at: http://www.techrepublic.com
- For sample IT policies and procedures search for ‘IT policies and procedures’ at the University of Florida website at: http://www.ufl.edu/
Organisational mission statements
- There are numerous links to websites for NSW government departments where you can see their annual reports, vision, mission and values at the state government’s website at: http://www.nsw.gov.au
- Telstra’s mission and values are at: http://www.telstra.com
Terms
Anti-discrimination: concept that people are given equal access to jobs irrespective of gender, nationality etc.
Attitude: the way a person thinks about something
Code of conduct: a written statement that embodies the values and culture of an organisation; such as ‘this is how we expect our staff to behave’ because this is what we hold dear
Culture: the values: beliefs, attitudes and behaviours that define an organisation or a group of people
Document libraries: centralised location for storage of an organisation’s documents, usually a network drive or area accessed via the organisation’s intranet.
Intranet: a network based on the same protocol as the Internet, but which is accessible only by the organisation’s own members, employees, or others with authorisation
Mission: purpose of existence; an organisation purpose explains why it exists; the structure of an organisation helps to support this mission
OHS: occupational health and safety; every organisation is required to provide a workplace that protects the health, safety and welfare of its staff; the Occupational Health and Safety Act 2000 legislates OHS requirements in the workplace
Organisation chart: graphical representation of the structure of an organisation indicating areas of responsibility, how the areas relate to one another, and the management hierarchy
Service level agreement: a document that lists how you must provide a service to your clients or customers
Spam: unsolicited ‘junk’ e-mail sent to large numbers of people to promote products or services
Assessment Task 2:
Identify and comply with policies and procedures
I’m concerned that there are some standard procedures not being used by the staff, so I’d like you to help me to review them and see if they need to be updated. Can you start with the New User Application Procedure?
I’ve already interviewed Garry Marginson, a client support officer, and he has described how new members of staff are given access to the network. Listen to the recording of the interview and identify where the practice differs from the correct procedure. Then, can you give me some suggestions for changes to the documented procedures?
Send all this to me in an email, thanks.
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Your coach, Julia Foulard, La La Music IT Unit Manager
To Do:
Write an email to Julia Foulard, which includes:
1. A report on whether the New User Application Procedure is being followed correctly.
2. An outline of any discrepancies between the procedure and what is being done in practice.
3. Suggestions for updating the procedure, giving reasons.
Tools
- Listen to the recording of the interview between Julia and Garry to find out what is being done in practice.
- Refer to the New User Application Procedure document below for the actual procedure that is supposed to be followed.
New User App Proc.docxTips
Your email to Julia can be done in a word processing document.
To learn about the skills and knowledge related to this task, please work through or revise Section 2, if you haven’t already done so. Good luck!
Section 3
Identify information technology equipment/software and operating systems supported by the organisation
Preview
In an IT department, the equipment, software and operating systems are your tools of trade — you need to be familiar with them, to help keep track of them, and to keep abreast of new developments. You may need to advise managers on new products, and so your knowledge of the organisation’s equipment, software and operating systems will also help you to perform an audit, if asked.
Learning outcomes
After completing this topic you will be able to:
- Identify the IT equipment, operating systems and software used in the organisation and understand their importance and function.
- Establish that all of the equipment locations and service needs are maintained according to the organisational requirements and prevailing policies and procedures.
Reading
The reading here will help you to develop your knowledge and skills for identifying IT equipment/software and operating systems. This will involve an understanding of:
- IT equipment and software supported by an organisation
- Computer equipment
- Software
- The asset register
- Service level agreements and warranties
- Maintaining IT equipment.
Get reading
1588_reading-1.docxPractice Tasks 3
First download and complete the three activities in the worksheet below:
1588_Practice 1-3.docxActivity 4: Research current equipment and software
When working in IT you need a keen awareness of emerging trends, and for that you need to have a broad knowledge of the features and capabilities of equipment and software currently available.
1. Visit websites of suppliers and vendors and research currently available hardware and software.
2. Complete these equipment and software tables (.docx 48 KB) to record specific vendors, equipment and software that you research.
-then download and complete activities 5 & 6 in the worksheet below:
1588_Practice 5-6.docxResearch
Website resources
Equipment vendors and suppliers
Harris Technology at http://www.harristechnology.com.au/
Dick Smith Electronics Australia at http://www.dse.com.au/
Dell Computers at http://www.dell.com.au/
Hewlett-Packard Australasia at http://www.hp.com.au/
IBM Global services Australia at http://www.ibm.com.au/
Siemens at http://www.siemens.com.au/
Sun Microsystems Australia at http://www.sun.com.au/
Software vendors and suppliers
Microsoft at http://www.microsoft.com/
Macromedia at http://www.macromedia.com/
Adobe at http://www.adobe.com/
The Software House at http://www.softwarehouse.com/
Oracle Australia at http://www.oracle.com/au/
General IT information
Google Australia at http://www.google.com.au/
Whatis.com at http://www.whatis.com/
Techrepublic at http://www.techrepublic.com/
Terms
Application: software performs tasks in the workplace such as writing reports or searching for records
Asset register: the record of an organisation’s assets, including equipment and software
Computer network: two or more computers that are connected and communicating with each other in order to share information and/or resources
Device driver: software that provides specific instructions for a device so that it can be recognised by the operating system and function correctly with that system
DSL Modem: a device that connects a computer or network to a larger network via ordinary telephone wiring using DSL techniques
Gateway: a hardware or software set-up for exchanging information across different networks
Hardware and software audit: an audit of the organisation’s hardware and software to confirm that what is on the asset register is correct
Hub: a meeting place for multiple network connections — commonly used to connect different parts of a LAN
LAN: (local area network): can consist of two to thousands of computers; the most common LAN configuration used by organisations today is called ‘Client/Server’
Laptop computer: also called a ‘notebook’ computer, is a small, portable computer (small enough to sit on your lap)
Modem: device that converts digital signals from a computer to analog signals (modulates) for transmission over telephone lines, and converts incoming analog signals back to digital signals (demodulates) for the receiving computer
Operating system: co-ordinates activities between the various pieces of hardware; performs basic tasks such as recognising input from the keyboard, sending output to the display screen, keeping track of files and directories on the disk, and controlling peripheral devices such as disk drives and printers
Peripheral device: device outside the system unit, attached to it; for example, keyboard, mouse, printer
Personal digital assistant: (PDA): hand-held wireless device that provides computing and data storage abilities
Router: device that ‘routes’ packets of data around a network
Routine maintenance: maintenance scheduled regularly to reduce the chance of something going wrong at a later date
Scanner: input device that allows the user to scan photos and drawings into a computer
Service level agreement (SLA): an agreement between a service provider and a client with regard to the actual level and conditions of the service to be provided
Switch: device that filters and forwards ‘packets’ of data between parts of a LAN
System unit: the main box/unit of a computer system, which contains among other items, the CPU or central processing unit; peripherals are connected to the system unit
System software: a broad term to describe any of the software that is involved with the efficient running of the computer system
Vendors: information technology companies that make and sell hardware and software services and products
Virus protection software: software that scans for, diagnoses and removes computer viruses, to help protect your computer from attack by viruses
WAN (wide area network): very large networks of computers spanning large geographical areas, generally covering a several kilometres, sometimes connecting computers thousands of kilometres apart
Assessment Task 3
Identify IT equipment and operating systems supported by the organisation
La La Music recently agreed on a standard for IT equipment to be used. This standard would require some (or all) of the equipment to be replaced and operating systems software to be upgraded.
Any equipment and software that meets or exceeds the standard does not need any change, but would need to have a replacement date (three years after purchase date).
I’d like you to identify any hardware or operating system software that needs to be updated or replaced.
For the hardware and software items you identify, get the costs from suppliers and total these costs.
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Your coach, Julia Foulard, La La Music IT Unit Manager
To Do:
1. Revise the Hardware register and highlight the equipment that needs to be changed. (Decide if any items need changing by checking them against the equipment standard.)
2. Complete a table that lists the cost of the items you recommend to replace.
Tools
- Equipment standard (.docx)
- Hardware Register (.docx)
- Table to list cost details (.docx)
Websites of major IT vendors
Cisco Systems www.cisco.com
Ericsson www.ericsson.com.au/
Fujitsu www.fujitsu.com.au/
Hewlett-Packard Australasia www.hp.com.au/
IBM Global services Australia www.ibm.com.au/
Microsoft Australia www.microsoft.com.au/
Nortel Networks www.nortelnetworks.com.au/
Novell Pty Ltd www.novell.com.au/
Oracle Australia www.oracle.com/au/
Siemens www.siemens.com.au/
Sun Microsystems Australia www.sun.com.au/
Tips
- Identify the hardware and software that needs to be changed by highlighting it in a different colour in the Hardware register document.
- Get costs by visiting the websites of major IT vendors of software and hardware.
To learn about the skills and knowledge related to this task, please work through or revise Section 3, if you haven’t done so already. Good luck!
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