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Standards Framework

for California Information Support and Services Pathway


Standards in this Framework

Standard Description
A1.1 Describe how technology is integrated into business processes.
A1.2 Identify common organizational, technical, and financial risks associated with the implementation and use of information and communication systems.
A1.3 Model business processes using tools such as organization charts, flowcharts, and timelines.
A1.4 Analyze and design business processes in a cycle of continual improvement.
A2.1 Identify and list the criteria and processes for evaluating the functions of information systems.
A2.2 Investigate, evaluate, select, and use major types of software, services, and vendors.
A2.3 Install software and setup hardware.
A2.4 Define and use appropriate naming conventions and file management strategies.
A3.1 Identify and apply multiple ways to transfer information and resources (e.g., text, data, audio, video, still images) between software programs and systems.
A3.2 Validate and cite Internet resources.
A3.3 Recognize where processes are running in a networked environment (e.g., client access, remote access).
A3.4 Identify and describe the layered nature of computing and networking such as the Open Systems Interconnect (OSI) model.
A3.5 Use multiple online search techniques and resources to acquire information.
A3.6 Describe and contrast the differences between various Internet protocols: hypertext transfer protocol (http), hypertext transfer protocol secure (https), file transfer protocol (ftp), simple mail transfer protocol (smtp).
A4.1 Use different systems and associated utilities to perform such functions as file management, backup and recovery, and execution of programs.
A4.2 Use a command line interface.
A4.3 Automate common tasks using macros or scripting.
A4.4 Evaluate the systems-development life cycle and develop appropriate plans to maintain a given system after assessing its impact on resources and total cost of ownership (TCO).
A5.1 Follow laws, regulatory guidelines, policies, and procedures to ensure the security and integrity of information systems.
A5.2 Identify potential attack vectors and security threats.
A5.3 Take preventative measures to reduce security risks (e.g., strong passwords, avoid social engineering ploys, limit account permissions).
A5.4 Use security software and hardware to protect systems from attack and alert of potential threats, anti-malware software, and firewalls.
A6.1 Use available resources to identify and resolve problems using knowledge bases, forums, and manuals.
A6.2 Use a logical and structured approach to isolate and identify the source of problems and to resolve problems.
A6.3 Use specific problem solving strategies appropriate to troubleshooting, eliminating possibilities, or guess and check.
A6.4 Evaluate support needs for different data and systems configurations.
A6.5 Evaluate solution methods recognizing the trade-offs of troubleshooting vs. reloading, reimaging, or restoring to factory defaults using a sandbox environment.
A6.6 Distinguish types of symptoms and which component’s issue could exhibit those symptoms: the user, hardware, network, or software.
A6.7 Diagram the underlying processes of a system that are likely involved in a problem.
A7.1 Recognize the scope of duties ICT support staff have and tiered levels of support.
A7.2 Describe and apply the principles of a customer-oriented service approach to supporting users.
A7.3 Use technical writing and communication skills to work effectively with diverse groups of people, including users with less technical abilities.
A7.4 Document technical support provided such as using a ticketing system.
A7.5 Train users to assist them in being self-supporting: formal classes, one-on-one interactions, and process and how-to guides.
A8.1 Develop the purpose and scope of a project.
A8.2 Acquire, use, and manage necessary internal and external resources when supporting various organizational systems.
A8.3 Use various tools to manage projects involving the development of information and communication systems.
A8.4 Analyze business problems by using functional and cost-benefit perspectives.
A8.5 Design, develop, implement, and monitor a project by creating and integrating technologies.
A8.6 Use a systematic method of continual improvement; plan, do, check, act (PDCA), total quality (TQ), or Six Sigma.