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    2023n PERFORM ICT SYSTEM SUPPORT L6

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    Peter Nandalo

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    © All Rights Reserved
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    2023n PERFORM ICT SYSTEM SUPPORT L6

    Uploaded by

    Peter Nandalo
    35 views4 pages

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    © © All Rights Reserved

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    Copyright:

    © All Rights Reserved
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    Download as pdf or txt
    35 views4 pages

    2023n PERFORM ICT SYSTEM SUPPORT L6

    Uploaded by

    Peter Nandalo

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    You are on page 1of 4

    ©2023 TVET CDACC

    061006T4ICT
    ICT TECHNICIAN LEVEL 6
    IT/OS/ICT/CR/4/6
    PERFORM ICT SYSTEM SUPPORT
    NOV/DEC 2023

    TVET CURRICULUM DEVELOPMENT, ASSESSMENT AND CERTIFICATION


    COUNCIL (TVET CDACC)
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    WRITTEN ASSESSMENT
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    TIME: 3 Hours

    INSTRUCTIONS TO CANDIDATE
    1. This paper has TWO sections A and B. Attempt questions in each section as per
    instructions given in the section.
    2. You are provided with a separate answer booklet.
    3. Marks for each question are indicated in the brackets.
    4. Do not write on the question paper

    This paper consists of 4 printed pages

    Candidates should check the question paper to ascertain that all pages
    are printed as indicated and that no questions are missing

    Page 1 of 4
    ©2023 TVET CDACC

    SECTION A: (40 MARKS)


    Answer ALL questions in this section.

    1. Outline THREE causes of hard disk failure in a computer. (3 Marks)


    2. Differentiate between preventive and pre-emptive measures implemented during computer
    systems support. (4 Marks)
    3. Mention TWO importance of Technical documentation in providing IT Support. (3 Marks)
    4. Define the term troubleshooting as used in IT Support (2 Marks)
    5. State FOUR importance of generating a test performance report after conducting a system
    test . (4 Marks)
    6. There various ways of conducting an IT system audit. Outline THREE types of IT system
    audit. (3 Marks)
    7. Categorize IT infrastructure into FOUR main classification groups. (4 Marks)
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    8. Explain the use of the following network diagnostic tools:
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    a) Netstat; (2 Marks)
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    b) Traceroute. (2 Marks)
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    9. Outline FOUR contributions of IT System audit as a measure to cyber security. (4 Marks)


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    10. Define the term ICT policy. (2 Marks)


    11. Differentiate between test incident report and test summary report. (4 Marks)
    12. Outline THREE safety precaution measures of ICT infrastructure against external
    environment. (3 Marks)

    Page 2 of 4
    ©2023 TVET CDACC

    SECTION B: (60 MARKS)


    Attempt any THREE questions in this section.
    13.
    a) You have been assigned as the lead ICT System Support Specialist in an organization that
    is undergoing a major system upgrade. The company's network infrastructure, comprising
    servers, routers and switches, needs to be seamlessly transitioned to the new system
    without disrupting daily operations. As part of your role, you are responsible for planning,
    implementing and ensuring the post-upgrade system support stability of the ICT
    infrastructure. Identify any FOUR activities you would take to execute a successful ICT
    system support and upgrade for the company's network infrastructure. (8 Marks)
    b) Mwangi, an IT intern, was informed by her supervisor that she must always lock the IT
    Server room when leaving. Discuss any FIVE reasons why such a directive is necessary.
    (10 Marks)
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    c) Outline TWO benefits of troubleshooting a failed component before opting for its
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    replacement. (2 Marks)
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    14.
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    a) Discuss FIVE roles of ICT Policies in an organization. (10 Marks)


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    b) Explain FIVE types of troubleshooting techniques used when performing ICT systems
    support. (10 marks)

    15.
    a) Company X organized user training after installing a new technology. Explain FOUR
    benefits the company is likely to achieve from this. (8 Marks)
    b) Hardware performance test is usually done to establish efficiency and responsiveness of
    the hardware devices under different environment. Explain FOUR types of such test.
    (8 marks)
    c) Distinguish between response time and throughput as types of System Performance
    Analysis (4 Marks)

    Page 3 of 4
    ©2023 TVET CDACC

    16.
    a) Implementing firewall is a fundamental step in establishing a secure network. Discuss
    FOUR importance of a firewall as a way of securing a network. (8 Marks)
    b) Joash, an IT Technician listed internet connectivity as one of the major tools used in
    offering IT support. Discuss FOUR reasons for his action. (8 Marks)
    c) You are an IT consultant tasked with implementing an end-user training plan for a
    medium-sized company that has recently adopted a new Customer Relationship
    Management (CRM) system. The goal is to ensure that all employees effectively utilize
    the CRM system to enhance customer interactions, streamline processes, and maximize
    the benefits of the technology. As the lead consultant, you are responsible for developing
    and implementing a comprehensive training plan. Mention any FOUR components of the
    end-user training plan. (4 Marks)

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    THIS IS THE LAST PRINTED PAGE

    Page 4 of 4

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