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Elements and Performance Criteria

  1. Determine organisation’s help-desk procedures
  2. Identify OS
  3. Differentiate OS
  4. Analyse OS boot processes

Required Skills

Required skills

communication skills to interpret technical manuals

learning skills to maintain knowledge of current industryaccepted hardware and software products

planning and organisational skills to plan the upgrade or installation of OS taking into account time environment and internal and external issues

problemsolving skills to solve client OS problems

technical skills to

select source and use appropriate software and tools based on analysis of technical needs

solve OS boot problems

Required knowledge

boot processes in use

files required for operation

range of OS

Evidence Required

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria required skills and knowledge range statement and the Assessment Guidelines for the Training Package

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the ability to

evaluate a nonfunctional OS

diagnose cause of system faults

rectify the fault

Context of and specific resources for assessment

Assessment must ensure access to

standalone or networked PC

appropriate OS installation CD or recovery boot discs

drivers for connected devices

helpdesk system

appropriate learning and assessment support when required

modified equipment for people with special needs

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge The following examples are appropriate for this unit

direct observation of candidate rectifying a boot process problem

review of candidates completed call documentation

verbal or written questioning to assess candidates knowledge of boot procedures of different OS

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector workplace and job role is recommended where appropriate

Assessment processes and techniques must be culturally appropriate and suitable to the communication skill level language literacy and numeracy capacity of the candidate and the work being performed

Indigenous people and other people from a nonEnglish speaking background may need additional support

In cases where practical assessment is used it should be combined with targeted questioning to assess required knowledge

Range Statement

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Operating system may include:


Mac OS 9

Mac OS X

current Windows:

Windows 2000

Windows 7

Windows Vista

Windows XP

legacy Windows:


Windows 95

Windows 98

Windows ME

Windows NT 4.0


BSD and derivations:




GNU and Linux


Suse Linux

available open source OS.

Features may include:


file handling

internet network access

log-on procedures


user interface.