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Board of Studies NSW 
provides a number of online multiple choice questions
Core units of competency
Work effectively in an information technology environment
Apply Occupational Health and Safety procedures
Operate computing packages –applications desktop
Design organisational documents using commercial computing packages
Integrate commercial computing packages
Maintain equipment and consumables
Elective units of competency
Receive and process oral and written communication
Maintain equipment/software inventory
Interact with clients
Identify components of multimedia
Record client support requirements
Apply problem-solving techniques to achieve organisational goals
Participate in a team and individually to achieve organisational goals
Determine client computing problems and action
Administer network peripherals
| Work effectively in an information technology environment: ICAITTW001B |
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| Web sites |
Information Technology, Old Courses, Certificate III Information Technology – 3601 www.tamtafe.nsw.edu.au |
| Glossaries and definitions relating to all Information Technology topics. www.whatis.com |
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| Print |
Burton K., Le Rossignal K. Communicating in an IT Environment. 2000, Tertiary Press ISBN 0 86458 126 2 Melbourne |
| Computer Concepts 3rd Ed - Parsons & Oja |
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| Information Technology - Scott, Holland, Dimsey, Trainor & Krasnewich |
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| OTEN Occupational Health and Safety Module. |
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| OTEN The Information Technology Industry Module |
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| Using Computers A Gateway to Information - Shelly, Cashman & Waggoner |
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| Apply Occupational Health and Safety procedures: ICAITTW004B |
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| Web sites |
NSW managing and monitoring body for health and safety, worker’s compensation, and injuries in the workplace. www.workcover.nsw.gov.au/ |
| Products and services and other government sites relating to OH & S, both Australian and international. www.ohs.com.au/sites.htm |
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| Print |
Burton K., Le Rossignal K. Communicating in an IT Environment. 2000, Tertiary Press ISBN 0 86458 126 2 Melbourne |
| OTEN Module – 3650F, Distance Education, Strathfield NSW |
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| Video |
Using Computers without Pain and Injury, 1993, Open Training and Education Network, (NSW) Film and Video Unit, Sydney. |
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| Operate computing packages –applications desktop: ICAITU006B |
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| Web sites |
Information Technology, Old Courses, Certificate III Information Technology—3601, Database 1—2480E. This site has relevant notes and exercises. www.tamtafe.nsw.edu.au |
| Glossaries and definitions relating to all Information Technology topics. www.whatis.com |
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| Microsoft Education web site containing useful information on Microsoft Word. www.microsoft.com/education/schools/default.htm |
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| Print |
Office 97 Introductory Concepts and Techniques, Enhanced Edition, Shelley Cashman Series |
| Office 2000 Introductory Concepts and Techniques, Enhanced Edition, Shelley Cashman Series |
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| Nene guide to Microsoft Access 97, Tonly Luha |
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| Nene guide to Microsoft Excel 97 – Tony Luha |
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| Operate computer hardware: ICAITU005B |
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| Web sites |
Available, up-to-date hardware guide and links to other sites. www4.tomshardware.com |
| Terminology, definitions and links to other sites. www.pcwebopaedia.com |
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| Harris Technology hardware site www.ht.com.au |
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| List of key terms relating to chapter 1 in the Shelley Cashman text. Also ch2, 3, 4, 5, 6, 7, 8 and 9 are all relevant to this unit. |
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| Print |
Discovering Computers 2000, Concepts for a Connected World, Shelley, Cashman & Vermaat. Shelley Cashman Series, ITP Australia, Victoria. |
| Operate Computer Hardware OTEN Module – 3650G, Distance Education, Strathfield, NSW |
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| Design organisational documents using commercial computing packages: ICAITU012B |
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| Integrate commercial computing packages:ICAITU013B |
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| Web sites |
Information Technology, Old Courses, Certificate III Information Technology – 3601, Microcomputing Practical Skills – 2480X www.tamtafe.nsw.edu.au |
| Glossaries and definitions relating to all Information Technology topics. www.whatis.com |
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| Print |
Office 97 Introductory Concepts and Techniques, Enhanced Edition, Shelley Cashman Series |
| Office 2000 Introductory Concepts and Techniques, Enhanced Edition, Shelley Cashman Series |
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| Nene guide to Microsoft Access 97, Tonly Luha |
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| Nene guide to Microsoft Excel 97, Tony Luha |
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| Nene guide to Microsoft Word 97, Tony Luha |
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| Microsoft Office 97 – McGraw - Hill |
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| Maintain equipment and consumables: ICAITU007B |
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| Communicate in the workplace: ICAITTW002B |
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| Print |
Burton K., Le Rossignal K. Communicating in an IT Environment. 2000, Tertiary Press ISBN 0 86458 126 2 Melbourne |
| Videos |
The Ten Deadly Sins of Communication, AV302.2242/TEND, by Wilson Main, 1994, Video Communicators, North Adelaide |
| Communicating with Customers and Clients (Internal and External), AV658.812/WORK, Hughes, Brown & Dickens, 1997, Video Education, Australia |
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| Telephone Techniques, AV651.73/TELE, Videotrain, 1990, Carlton, Vic. |
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| Effective Listening <<TBA>> |
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| Connect hardware peripherals: ICAITS014B |
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| Web sites |
Glossaries and definitions relating to all Information Technology topics. www.whatis.com |
| Terminology, definitions and links to other sites. www.pcwebopaedia.com |
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| Software drivers focusing on peripheral devices peripherals.about.com/cs/findingdrivers/ |
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| Microsoft Windows-related software drivers www.windrivers.com/ |
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| Device driverswww.drdriver.com/ |
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| Install software applications: ICAITS015B |
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| Web sites |
SiSoftware Sandra (the System ANalyser, Diagnostic and Reporting Assistant) an information & diagnostic utility. www.sisoftware.demon.co.uk/sandra/ |
| Print |
Ashdown Andy., Easton Andrew. May, 2001, Installing software, Dorling Kindersley (Essential Computer Series) ISBN: 0 7894 7291 0 |
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| Maintain system integrity: ICAITS017B |
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| Web sites |
Very useful information on backup/restore procedures and virus prevention. pcguide.com/care/bu/index.htm |
| Business Software Association of Australia: software licences, copyright, software piracy, guides to purchasing software. www.bsaa.com.au/ |
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Elective units of competency |
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| Receive and process oral and written communication: ICAITD003B |
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| Print |
Burton K., Le Rossignal K. Communicating in an IT Environment. 2000, Tertiary Press ISBN 0 86458 126 2 Melbourne |
| Video |
Telephone Techniques, AV651.73/TELE, Videotrain, 1990, Carlton, Vic. |
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| Maintain equipment/software inventory: ICAITS008B |
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| Web sites |
Business Software Association of Australia: software licences, copyright, software piracy, guides to purchasing software. www.bsaa.com.au/ |
| Articles on Inventory and sample System Inventory Collection Forms http://www.techrepublic.com/ |
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| The Software Information Industry Association. has a useful Software Asset Management Guide www.siia.net/piracy/asset/default.asp |
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| Interact with clients: ICAITS009B | |
| Identify components of multimedia: ICPMM11bA |
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| Access the internet: ICPMM63bA |
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| Web sites |
Information Technology, Old Courses, Certificate III Information Technology – 3601, Introduction to the Internet – 3617D. www.tamtafe.nsw.edu.au |
| Glossaries and definitions relating to all Information Technology topics. www.whatis.com |
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Monthly magazine containing up-to-date information about the Internet. www.netguide.com.au |
| Tutorials on connecting to the Internet, using the Internet for research, and understanding the World Wide Web etc. library.albany.edu/internet/ |
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| Select Lab Series, Projects for the Internet – Ericksen and Kim | |
| Australian NetGuide magazine | |
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| Record client support requirements: ICAITS016B | |
| Web sites |
Help Desk Software resources, reviews and solutions for customer service www.helpdesks.com/ |
| help desk software www.help-desk-software.net/index.html |
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| Help Desk or e-Support FAQ www.philverghis.com/helpdesk.html |
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| The Help Desk Institute www.helpdeskinst.com/ |
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| HelpDesk ProLink!, desk information and resources including Australian-based help desk resources www.ksasystems.com/prolink/welcome.shtml |
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| Bynari International Help Desk Resources helpdesk.bynari.net/references.html |
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| Incoming Calls Management Institute Call Centre Glossary www.incoming.com/s2glossary.html |
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| Software |
Blue Ocean Track-It! www.blueocean.com/demo/welcome.html |
| HelpTrac www.helptrac.com/ |
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| Print |
Knapp, Donna. 1998, A Guide to Help Desk Concepts Course Technology (a division of Thomson Learning) ISBN: 0-7600-7150-0 © 1999 |
| McBride Dione. 2000, A Guide to Help Desk Technology, Tools & Techniques, Course Technology (a division of Thomson Learning) ISBN: 0-7600-7151-9 © 2000 |
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| Czegel, Barbara. 1998. Help Desk Practitioner's Handbook, John Wiley & Sons, ISBN 0-4713-1992-9 © 1999 |
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| Apply problem-solving techniques to achieve organisational goals: ICAITS010B |
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| Participate in a team and individually to achieve organisational goals: ICAITTW011B |
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| Determine client computing problems and action: ICAITS022B |
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| Administer network peripherals: ICAITS121A |
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| Web sites |
Glossaries and definitions relating to all Information Technology topics. www.whatis.com |
| Print |
Hamilton, John; Kenny, Ian; Olekalns, John; Quarmby, Laurie; Rogers, Bill; Stephens, Janet; Wilson, Mary. Essentials of IT and Network Administration Easter House. ISBN 0864581327. |
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