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California Information Support and Services Pathway Framework


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