Spreadsheet: 6700642d-650e-46f0-9178-ba274391b4e5
Sheet: Sheet1

Information Technology | Unnamed: 1 | Unnamed: 2 | Unnamed: 3 | Unnamed: 4 | Unnamed: 5
Pathway: Information Support and Services
Code | Topic | Course | Knowledge and Skill | Performance Element | Measurement Criteria
ITPB01.01 | Information Support & Services Pathway | #4: Introduction to Information Support and Services | Perform computer user support. | Analyze technical support needed. | Identify support requirements.
 |  |  |  |  | Apply information and data analysis techniques.
 |  |  |  |  | Identify skill level needs.
 |  |  |  |  | Define scope of work to meet customer needs.
 |  |  |  |  | Identify resources and risks.
 |  |  |  |  | Evaluate present data and system configuration.
 |  |  |  |  | Formulate a support plan.
 |  |  |  |  | Communicate and document technical support provided.
 |  |  |  | Perform customer service. | Provide high-level technical support.
 |  |  |  |  | Respond to user questions
 |  |  |  |  | Provide troubleshooting for hardware/software.
 |  |  |  |  | Diagnose problems within system.
 |  |  |  |  | Perform technical functions required by customer/user.
 |  |  |  |  | Employ technical and computer tools to perform task in the  most cost-effective manner.
 |  |  |  |  | Manage working relationships with customer within support boundaries.
 |  |  |  |  | Balance resources against customer needs.
 |  |  |  |  | Manage multiple customer requirements.
Code | Topic | Course | Knowledge and Skill | Performance Element | Measurement Criteria
ITPB01.02 | Information Support & Services Pathway | #4: Introduction to Information Support and Services | Manage software systems. | Perform configuration management activities. | Demonstrate knowledge of identification and control functions.
 |  |  |  |  | Demonstrate knowledge of version management and interface control.
 |  |  |  |  | Select appropriate tools for configuration management.
 |  |  |  |  | Determine standards to be applied (e.g., international, industry, military).
 |  |  |  |  | Specify baseline and software life-cycle phases.
 |  |  |  |  | Assess the impact of changes that affect interfaces.
 |  |  |  | Evaluate application software packages. | Perform work flow analysis to determine user needs.
 |  |  |  |  | Evaluate appropriateness of software for specific projects.
 |  |  |  |  | Prepare a cost-benefit analysis for a software package.
 |  |  |  |  | Document results of the software evaluation.
 |  |  |  |  | Perform a software configuration audit.
 |  |  |  |  | Perform a physical configuration audit.
 |  |  |  |  | Develop a method for evaluation.
 |  |  |  |  | Test the functionality of proposed software configuration.
Code | Topic | Course | Knowledge and Skill | Performance Element | Measurement Criteria
ITPB01.03 | Information Support & Services Pathway | #5: Advanced Applications | Demonstrate and apply knowledge of web programming and hosting. | Demonstrate knowledge of Internet programming basics. | Recognize the importance of Internet programming standards.
 |  |  |  |  | Demonstrate knowledge of standard Internet programming coding.
 |  |  |  |  | Demonstrate knowledge of special Internet programming feature codes.
 |  |  |  |  | Differentiate between various versions of Internet programming.
 |  |  |  |  | Demonstrate knowledge of how to use standard programs to produce an Internet application.
 |  |  |  |  | Identify authoring programs specifically designed for Internet programming production.
 |  |  |  |  | Compare/contrast features, strengths, and weaknesses of different authoring programs.
 |  |  |  |  | Identify cross-platform issues.
 |  |  |  |  | Keep up-to-date with new and emerging trends related to Internet programming.
Code | Topic | Course | Knowledge and Skill | Performance Element | Measurement Criteria
 |  |  | (CONTINUED) | Apply knowledge of basic web programming. | Demonstrate knowledge of the purpose of web content delivery enablers (e.g., CGI, API, SSI).
 |  |  |  |  | Demonstrate knowledge of how to interface client/server.
 |  |  |  |  | Demonstrate knowledge of client-side processing and its advantages/disadvantages.
 |  |  |  |  | Identify security issues related to client-side processing.
 |  |  |  |  | Identify standard scripting languages (e.g., JavaScript, Visual Basic Script, ActiveX).
 |  |  |  |  | Demonstrate knowledge of the uses and advantages/disadvantages of various scripting languages.
 |  |  |  |  | Demonstrate knowledge of how to use a scripting language to program a site.
 |  |  |  |  | Demonstrate knowledge of how to use advanced communication protocols.
 |  |  |  | Apply knowledge of web hosting. | Compare the advantages and disadvantages of running your own server vs. using a server provider.
 |  |  |  |  | Identify hardware requirements for a server.
 |  |  |  |  | Identify server software options.
 |  |  |  |  | Evaluate server providers.
 |  |  |  |  | Establish a domain name.
 |  |  |  |  | Comply with TCP/IP (Transfer Control Protocol/Internet Protocol).
 |  |  |  |  | Upload files to the server.
 |  |  |  |  | Publicize the site (e.g., submit announcements to major search engines).
 |  |  |  |  | Collect/analyze usage statistics.
Code | Topic | Course | Knowledge and Skill | Performance Element | Measurement Criteria
ITPB01.04 | Information Support & Services Pathway | #8: System Installation and Maintenance | Demonstrate and apply knowledge of hardware design, operation and maintenance. | Demonstrate knowledge of CPU components. | Demonstrate knowledge of chip configuration and structure.
 |  |  |  |  | Demonstrate knowledge of the functions of internal components (e.g., motherboards, co-processor boards, memory devices).
 |  |  |  |  | Demonstrate knowledge of the characteristics and operation of controller and network interface cards.
 |  |  |  |  | Demonstrate knowledge of circuits, logic elements and switching theory, including minimization concepts and implementation of functions.
 |  |  |  | Install computer system (e.g., monitor, keyboard, disk drive, and printer). | Identify primary PC components and the functions of each.
 |  |  |  |  | Demonstrate knowledge of how hardware components interact and how conflicts arise.
 |  |  |  |  | Access needed information using manufacturers' references (e.g., procedural manuals, documentation, standards, work flowcharts).
 |  |  |  |  | Secure supplies and resources.
 |  |  |  |  | Respond to error messages and symptoms of hardware failures.
 |  |  |  |  | Install boards to support peripherals.
 |  |  |  |  | Connect peripherals to CPU.
 |  |  |  |  | Employ appropriate safety precautions when working with PCs.
 |  |  |  |  | Configure system.
 |  |  |  |  | Verify system operation.
 |  |  |  |  | Document system installation activities.
 |  |  |  |  | Backup system configuration.
 |  |  |  |  | Test all applications.
Code | Topic | Course | Knowledge and Skill | Performance Element | Measurement Criteria
 |  |  | (CONTINUED) | Troubleshoot computer systems. | Identify priorities and interrupts at system level.
 |  |  |  |  | Demonstrate the use of volatile and nonvolatile memory.
 |  |  |  |  | Repair/replace volatile and nonvolatile memory.
 |  |  |  |  | Test system using diagnostic tools/software.
 |  |  |  |  | Identify problems in the operating system and related hardware.
 |  |  |  |  | Differentiate between hardware and software failure.
 |  |  |  |  | Update flash memory (BIOS).
 |  |  |  |  | Optimize hard drive.
 |  |  |  |  | Gather information on problem from user.
 |  |  |  |  | Conduct appropriate diagnostic tests.
 |  |  |  |  | Repair/replace malfunctioning hardware.
 |  |  |  |  | [NAME] software as needed.
 |  |  |  |  | Recover data and/or files.
 |  |  |  |  | Restore system to normal operating standards.
Code | Topic | Course | Knowledge and Skill | Performance Element | Measurement Criteria
ITPB01.05 | Information Support & Services Pathway | #5: Advanced Applications | Demonstrate knowledge of programming theory. | Demonstrate knowledge of programming language concepts. | Demonstrate knowledge of the concept of physical representation of digitized information (e.g., data, text, image, voice).
 |  |  |  |  | Demonstrate knowledge of the hardware-software connection.
 |  |  |  |  | Demonstrate knowledge of the concepts of data and procedural representation.
 |  |  |  |  | Demonstrate knowledge of the function and operation of compilers and interpreters.
 |  |  |  |  | Demonstrate knowledge of the basic principles for analyzing a programming language.
 |  |  |  |  | Demonstrate knowledge of the basics of structured, object-oriented, and event-driven programming.
 |  |  |  |  | Demonstrate knowledge of how a programming language can support multitasking and exception-handling.
 |  |  |  |  | Demonstrate knowledge of current key programming languages and the environment they are used in (e.g., C, [NAME], Visual Basic, [NAME], RPG, COBOL, [NAME]).
 |  |  |  | Demonstrate knowledge of the stages of program development. | Identify the use of program design tools.
 |  |  |  |  | Demonstrate knowledge of structured/modular programming.
 |  |  |  |  | Demonstrate knowledge of the information system (IS) life cycle.
 |  |  |  | Demonstrate knowledge of technical documentation associated with software development. | Secure needed information using appropriate reference materials.
 |  |  |  |  | Analyze specifications.
 |  |  |  |  | Identify constraints.
 |  |  |  |  | Identify input and output (I/O) requirements.
 |  |  |  |  | Prepare logic using a program flowchart.
Code | Topic | Course | Knowledge and Skill | Performance Element | Measurement Criteria
ITPB01.06 | Information Support & Services Pathway | #7: Network Applications | Demonstrate knowledge of networking concepts. | Demonstrate knowledge of basic network classifications and topologies. | Interpret basic networking terminology.
 |  |  |  |  | Differentiate between LANs, MANs and WANs.
 |  |  |  |  | Demonstrate knowledge of how to turn LANs into MANs and WANs.
 |  |  |  |  | Identify the basic point-to-point network topologies (e.g., star, ring, tree, network, irregular).
 |  |  |  |  | Demonstrate knowledge of packet-switching techniques.
 |  |  |  |  | Identify the basic broadcast topologies (e.g., star ring, bus).
 |  |  |  | Demonstrate knowledge of the basics of network architecture. | Demonstrate knowledge of the characteristics and uses of network components (e.g., hub, switches, routers, firewall).
 |  |  |  |  | Differentiate between a physical and logical topology.
 |  |  |  |  | Demonstrate a basic knowledge of OSI modeling.
 |  |  |  |  | Demonstrate knowledge of LAN transmission methods,  standards and protocols.
 |  |  |  |  | Demonstrate knowledge of various frame types and formats.
Code | Topic | Course | Knowledge and Skill | Performance Element | Measurement Criteria
 |  |  | (CONTINUED) | Demonstrate knowledge of the general characteristics of network operating systems. | Identify the purposes of a network operating system (NOS).
 |  |  |  |  | Differentiate between network operating systems and data distribution systems.
 |  |  |  |  | Identify how the four components of a network operating system (i.e., server platform, network services software, network redirection software, communications software) support network operations.
 |  |  |  |  | Define the criteria used to evaluate network operating systems.
 |  |  |  |  | Identify how protocols are supported.
 |  |  |  |  | Identify licensing requirements.
 |  |  |  |  | Demonstrate knowledge of the characteristics of the client/server models.
 |  |  |  |  | Analyze the advantages and disadvantages of the client/server model.
 |  |  |  |  | Demonstrate knowledge of a typical program function call.
 |  |  |  |  | Identify the properties of open systems.
 |  |  |  |  | Demonstrate knowledge of LAN connectivity issues.
Code | Topic | Course | Knowledge and Skill | Performance Element | Measurement Criteria
 |  |  | (CONTINUED) | Demonstrate knowledge of network applications. | Demonstrate knowledge of how disk storage is shared across a network.
 |  |  |  |  | Demonstrate knowledge of how processing power is shared across a network.
 |  |  |  |  | Demonstrate knowledge of application-specific servers (e.g., database, print, communications, terminal, fax, security).
 |  |  |  |  | Identify the advantages of sharing backup and management of PCs across a network.
 |  |  |  |  | Identify software licensing requirements and categories.
Code | Topic | Course | Knowledge and Skill | Performance Element | Measurement Criteria
ITPB01.07 | Information Support & Services Pathway | #7: Network Applications | Demonstrate knowledge of application development lifecycle. | Conduct needs analysis. | Define business problem to be solved by the application (e.g., through interview process).
 |  |  |  |  | Identify scope of project.
 |  |  |  |  | Access needed information using company procedural manuals, references, documentation, and standards.
 |  |  |  |  | Define business information requirements.
 |  |  |  |  | Align information system (IS) design with the business process.
 |  |  |  |  | Determine hardware and software needs.
 |  |  |  |  | Interpret source data, charts, and graphs.
 |  |  |  |  | Review organizational structure.
 |  |  |  |  | Interpret existing operating documents and procedures for the system.
 |  |  |  |  | Observe existing procedures.
 |  |  |  |  | Document existing procedures.
 |  |  |  |  | Document possible alternative solutions.
 |  |  |  |  | Identify processing requirements.
 |  |  |  |  | Define variables.
 |  |  |  |  | Analyze specifications.
 |  |  |  |  | Present findings and recommendations to users and management (e.g., work plan, project estimate).
Code | Topic | Course | Knowledge and Skill | Performance Element | Measurement Criteria
ITPB01.08 | Information Support & Services Pathway | #4: Introduction to Information Support and Services | Demonstrate and apply knowledge of Information System Analysis and Design | Initiate a system project. | Identify the phases in a system project.
 |  |  |  |  | Select basic fact-gathering techniques to be used.
 |  |  |  |  | Define the scope of the systems project.
 |  |  |  |  | Conduct a preliminary investigation.
 |  |  |  | Evaluate applications within the information system. | Design a framework for evaluating information system functions.
 |  |  |  |  | Design a framework for evaluating individual applications.
 |  |  |  |  | Recommend new features or enhancements to existing tools.
ITPB01.09 | Information Support & Services Pathway | #8: System Installation and Maintenance | Demonstrate and apply knowledge of System Installation and Maintenance. | Apply knowledge of the life cycle of an information system. | Research the concept of information system life cycles.
 |  |  |  | Manage backup and recovery, both on- and off-site. | Implement backup procedures in accordance with a regular schedule.
 |  |  |  |  | Implement recovery procedures as needed.
 |  |  |  | Troubleshoot problems. | Demonstrate knowledge of basic troubleshooting steps.
 |  |  |  |  | Minimize impact of problems on productivity (e.g., minimize downtime).
 |  |  |  | Evaluate problem-solving processes and outcomes. | Evaluate problem-solving outcomes to determine whether the problem was solved as intended.
 |  |  |  |  | Evaluate whether the process was applied in an efficient and responsible manner.
 |  |  |  |  | Assess the validity and usefulness of the outcomes.
 |  |  |  |  | Determine needed follow-up actions.
Code | Topic | Course | Knowledge and Skill | Performance Element | Measurement Criteria
ITPB01.10 | Information Support & Services Pathway | #8: System Installation and Maintenance | Demonstrate knowledge of System Administration and Control. | Perform general system administration tasks. | Facilitate the delivery of technical services.
 |  |  |  |  | Set up/maintain user accounts on multiple systems.
 |  |  |  |  | Participate in the evaluation, analysis, and recommendation of technical computing products.
 |  |  |  |  | Document performance problems.
 |  |  |  |  | Prepare required reports.
 |  |  |  |  | Maintain technical industry knowledge.
ITPB01.11 | Information Support & Services Pathway | #8: System Installation and Maintenance | Demonstrate and apply knowledge of Project Management. | Define scope of work to achieve individual and group goals. | Assess the task's contribution to overall business needs.
 |  |  |  |  | Identify size and specifics of the task.
 |  |  |  |  | Formulate task sequence.
 |  |  |  |  | Plan multiple tasks simultaneously.
 |  |  |  |  | Identify potential problems.
 |  |  |  |  | Develop contingency plans.
 |  |  |  | Manage information system project methodologies. | Define the project's contribution to business needs.
 |  |  |  |  | Define the scope of the project.
 |  |  |  |  | Identify stakeholders and decision makers.
 |  |  |  |  | Identify escalation procedures.
 |  |  |  |  | Develop task list (work breakdown structures).
 |  |  |  |  | Evaluate project requirements.
 |  |  |  |  | Identify required resources and budget.
 |  |  |  |  | Estimate time requirements.
 |  |  |  |  | Develop initial project management flowchart.
 |  |  |  |  | Identify interdependencies.
Code | Topic | Course | Knowledge and Skill | Performance Element | Measurement Criteria
 |  |  | (CONTINUED) |  | Identify critical milestones.
 |  |  |  |  | Evaluate risks.
 |  |  |  |  | Prepare contingency plan.
 |  |  |  |  | Manage the change control process.
 |  |  |  |  | Track critical milestones.
 |  |  |  |  | Participate in project phase review.
 |  |  |  |  | Report project status.
 |  |  |  |  | Utilize project management software.
 |  |  |  |  | Develop a method of evaluation.
 |  |  |  | Develop time and activity plan to achieve objective. | Coordinate plan with team, cross-functional groups, or individuals.
 |  |  |  |  | Formulate a task strategy.
 |  |  |  |  | Prioritize tasks according to business needs.
 |  |  |  |  | Manage multiple tasks simultaneously.
 |  |  |  |  | Devise plan of action.
ITPB01.12 | Information Support & Services Pathway | #6: Communications in Information Technology | Demonstrate and apply knowledge of Technical Writing and Documentation. | Evaluate technical writing requirements. | Define/prioritize communication needs.
 |  |  |  |  | Specify project objectives.
 |  |  |  |  | Determine the size and specifics of the work to be completed.
 |  |  |  |  | Estimate time, materials, and capabilities needed to complete assignment.
 |  |  |  |  | Evaluate strengths and weaknesses of completed project.
Code | Topic | Course | Knowledge and Skill | Performance Element | Measurement Criteria
 |  |  | (CONTINUED) | Conduct technical research. | Identify target audience.
 |  |  |  |  | Define research questions.
 |  |  |  |  | Determine priorities for the information that should be gathered.
 |  |  |  |  | Identify potential sources of information.
 |  |  |  |  | Target audience/user group as a key information source.
 |  |  |  |  | Identify subject-matter experts.
 |  |  |  |  | Evaluate potential sources of information based on established criteria (e.g., affordability, relevance).
 |  |  |  |  | Conduct interviews with selected human information sources.
 |  |  |  |  | Gather information from selected print and electronic sources.
 |  |  |  |  | Determine the accuracy and completeness of the information gathered.
 |  |  |  | Design technical documentation. | Define purpose of documentation.
 |  |  |  |  | Specify standards for documentation, including critical success criteria.
 |  |  |  |  | Identify delivery options.
 |  |  |  |  | Evaluate cost-effectiveness of each delivery option.
 |  |  |  |  | Select tools appropriate for task purpose.
 |  |  |  |  | Plan information flow.
 |  |  |  |  | Select writing style and tone appropriate for given documentation.
 |  |  |  |  | Determine level of detail needed.
 |  |  |  |  | Identify visuals appropriate for given documentation.
 |  |  |  |  | Provide feedback on design to development team/individual.
Code | Topic | Course | Knowledge and Skill | Performance Element | Measurement Criteria
 |  |  | (CONTINUED) | Write technical reports. | Determine audience.
 |  |  |  |  | Access needed information using standard references and sources.
 |  |  |  |  | Identify type of report needed.
 |  |  |  |  | Compile relevant data.
 |  |  |  |  | Organize data into charts and graphs.
 |  |  |  |  | Analyze data.
 |  |  |  |  | Draw conclusions from data analysis.
 |  |  |  |  | Outline report.
 |  |  |  |  | [NAME] report.
 |  |  |  |  | Edit report (e.g., check spelling, grammar, punctuation, sentence structure, accuracy of content).
 |  |  |  |  | Review report with peers.
 |  |  |  |  | Revise report as needed based on peer feedback.
 |  |  |  |  | Proofread revised report.
 |  |  |  |  | Present reports.
ITPB01.13 | Information Support & Services Pathway | #7: Network Applications | Understand and implement Quality Assurance processes. | Employ quality tools. | Demonstrate knowledge of the characteristics and functions of available quality tools.
 |  |  |  |  | Select quality tool(s) appropriate to situation.
 |  |  |  | Apply knowledge of quality cost implications. | Establish cost/quality objectives.
 |  |  |  |  | Classify costs (e.g., direct and indirect, fixed and variable, methods and standards).
 |  |  |  |  | Classify quality costs (e.g., prevention, evaluation, pre-delivery failure, post-delivery failure).
 |  |  |  |  | Interpret quality cost reports.
 |  |  |  |  | Establish guidelines for liability prevention.
 |  |  |  |  | Identify safety terms of product.
 |  |  |  |  | Identify safety responsibility within organization.