Plan for the delivery of ICT support services and assist in the acquisition of ICT systems
Planning ICT support services and assisting in system acquisition involves determining customer requirements and evaluating options. This unit covers developing plans to ensure ICT infrastructure meets needs.
Assessment criteria
Quick Revision Summary (Key Takeaway)
The City & Guilds Level 2 Award in ICT Systems and Principles covers the fundamentals of computer hardware, software, networks, and security. This qualification equips students with practical skills in system setup, troubleshooting, and understanding the principles that underpin modern ICT systems, preparing them for further study or entry-level IT roles.
Topic Overview
The City & Guilds Level 2 Award in ICT Systems and Principles introduces students to the core components of computer systems, including hardware, software, and how they interact. You will learn about the functions of CPUs, memory, storage devices, and input/output peripherals, as well as the difference between system software and application software. This foundation is essential for anyone pursuing a career in IT support, networking, or systems administration.
The qualification also covers networking fundamentals, such as LANs, WANs, IP addressing, and network security. You will explore how data is transmitted, the role of routers and switches, and the importance of protecting systems from threats like malware and unauthorised access. These principles are directly applicable to real-world scenarios, from setting up a home network to troubleshooting connectivity issues in a business environment.
Finally, the course emphasises practical skills in system setup and maintenance. You will learn how to install operating systems, configure hardware, and perform basic troubleshooting. This blend of theory and practice ensures that you not only understand how ICT systems work but can also apply your knowledge to solve problems, making you a valuable asset in the modern digital workplace.
Key Concepts
Core ideas you must understand for this topic
- →Hardware vs. Software: Hardware refers to physical components (e.g., CPU, RAM, hard drive), while software is a set of instructions (e.g., operating systems, applications).
- →Memory types: RAM (volatile, temporary) and ROM (non-volatile, permanent) serve different purposes in a computer system.
- →Networking basics: LAN (local area network) vs. WAN (wide area network), and the roles of switches, routers, and IP addresses.
- →Security principles: Confidentiality, integrity, and availability (CIA triad), and common threats like malware, phishing, and unauthorised access.
- →System software vs. application software: System software manages hardware and provides a platform for applications, while application software performs specific user tasks.
Learning Objectives
What you need to know and understand
- Determine customer requirements for ICT systems and support services, Evaluate available ICT systems and services against customer requirements, Prepare and present suitable options for the acquisition of ICT systems and support services, Develop plans to ensure that the ICT infrastructure delivers the required functionality, capacity and level of support
- Determine customer requirements for ICT systems and support services, Evaluate available ICT systems and services against customer requirements, Prepare and present suitable options for the acquisition of ICT systems and support services, Develop plans to ensure that the ICT infrastructure delivers the required functionality, capacity and level of support
- Determine customer requirements for ICT systems and support services, Evaluate available ICT systems and services against customer requirements, Prepare and present suitable options for the acquisition of ICT systems and support services, Develop plans to ensure that the ICT infrastructure delivers the required functionality, capacity and level of support
Assessment Criteria
Key criteria assessors look for in your portfolio
- Determine customer requirements for ICT systems.
- Evaluate available systems against requirements.
- Prepare and present options for acquisition.
- Develop plans for ICT infrastructure delivery.
- Determines customer requirements for ICT systems and support.
- Evaluates available systems against requirements.
- Prepares and presents suitable options for acquisition.
- Develops plans to ensure infrastructure meets functionality and capacity.
- Determine customer requirements for ICT systems and support.
- Evaluate available ICT systems against customer needs.
- Prepare and present suitable options for acquisition.
- Develop plans for ICT infrastructure delivery.
- Ensure plans meet required functionality, capacity, and support levels.
Assessment Guidance
Guidance for achieving higher grades
- 💡Use requirement gathering techniques like interviews.
- 💡Consider scalability and future needs.
- 💡Present options with pros and cons.
- 💡Use structured methods like requirement gathering workshops.
- 💡Include risk assessment in plans.
- 💡Present options with clear pros and cons.
- 💡Use a structured approach like requirements gathering checklist.
- 💡Compare at least two options with pros and cons.
- 💡Include timelines and resource estimates in plans.
- 💡Always use correct technical terminology in your answers. For example, say 'volatile memory' instead of 'temporary memory' to show deeper understanding.
- 💡When answering explain questions, structure your response with a clear definition, an example, and a comparison if relevant. This ensures you cover all mark scheme points.
- 💡For calculation questions, show all your working and include units (e.g., GB, Mbps) in your final answer to avoid losing marks for missing units.
Common Mistakes
Common errors to avoid in your coursework
- Not involving stakeholders in requirements gathering.
- Overlooking total cost of ownership.
- Inadequate testing of proposed solutions.
- Not fully understanding customer needs.
- Overlooking total cost of ownership.
- Failing to consider scalability and future needs.
- Failing to gather comprehensive customer requirements.
- Overlooking total cost of ownership in evaluations.
- Presenting options without clear justification.
- Misconception: More RAM always makes a computer faster. Correction: While more RAM can improve performance if the system is running out of memory, other factors like CPU speed and storage type (SSD vs HDD) also play significant roles.
- Misconception: The internet and the World Wide Web are the same thing. Correction: The internet is the global network infrastructure, while the web is one of its services (like email or FTP).
- Misconception: A firewall is only needed for large businesses. Correction: Firewalls are essential for any device connected to the internet, including home PCs, to block unauthorised access and malicious traffic.
Revision Plan
How to revise this topic in 1–2 weeks
- 1Week 1: Focus on hardware components. Create flashcards for CPU, RAM, ROM, storage devices, and input/output devices. Test yourself daily.
- 2Week 2: Move to software and networking. Watch videos on how the internet works and practice explaining the difference between LAN and WAN.
- 3Week 3: Study security principles and common threats. Make a mind map of the CIA triad and examples of each.
- 4Week 4: Practise past exam questions, especially 6-mark explain questions. Time yourself and review mark schemes to understand what examiners look for.
- 5Week 5: Do a full mock exam under timed conditions. Identify weak areas and revise those topics specifically.
Exam Question Types
How this topic typically appears in the exam
- 📋Multiple-choice questions: These test recall of key facts, such as definitions of hardware/software or memory types. Read each option carefully and eliminate clearly wrong answers.
- 📋Short-answer questions: Often ask for a definition or a list of examples (e.g., 'List three input devices'). Be precise and use correct terminology.
- 📋Explain questions (4-6 marks): These require you to give a detailed explanation with examples. Use a structured approach: define, explain, and give an example.
- 📋Calculation questions: These may involve memory sizes, data transfer rates, or storage capacity. Show your working and include units in your answer.
Command Word Expectations (CITY & GUILDS LIMITED)
What examiners look for when using specific command words in this specification
Give a clear, concise meaning of the term. No extra explanation is needed, but you must use correct technical language.
Provide a detailed account with reasons or causes. For example, explain why RAM is volatile. You should include a definition and a reason.
Identify similarities and differences between two things. Use a table or bullet points to structure your answer, and always include both similarities and differences.
How Students Lose Marks (Examiner Pitfalls)
Common mark loss traps and how to write 100% full-mark answers
Step-by-Step Worked Solutions
Detailed solution breakdown for typical exam problems
Question: A computer has 8 GB of RAM and a 1 TB hard drive. If the system uses 2 GB of RAM for the operating system and currently has 5 GB of RAM free, how much RAM is being used by applications? Show your working.
- 1.Step 1: Identify total RAM: 8 GB.
- 2.Step 2: RAM used by OS = 2 GB, RAM free = 5 GB, so RAM used by applications = Total RAM - OS RAM - Free RAM.
- 3.Step 3: Calculate: 8 GB - 2 GB - 5 GB = 1 GB.
Question: Explain the difference between the internet and the World Wide Web. (6 marks)
- 1.Step 1: Define the internet as a global network of interconnected computers and networks.
- 2.Step 2: Define the World Wide Web as a service that runs on the internet, consisting of web pages and resources accessed via HTTP/HTTPS.
- 3.Step 3: Give an example: email and FTP are other services on the internet, while the web is accessed via browsers.
- 4.Step 4: Conclude that the internet is the infrastructure, and the web is one of its applications.
Active Recall Memory Test
Test your memory before revealing the key facts
Frequently Asked Questions
Common questions students ask about this topic
Pass / Merit / Distinction Evidence Checklist
How your portfolio evidence is graded for CITY & GUILDS LIMITED Plan for the delivery of ICT support services and assist in the acquisition of ICT systems
Every vocational unit is marked against named criteria rather than an exam percentage. Your tutor's brief lists the exact codes for this unit — here is what each band is asking you to do.
Demonstrate baseline knowledge, accurate terminology, and core practical application.
Provide detailed analysis, structured explanations, and clear workplace reasoning.
Deliver thorough evaluation, original problem solving, and fully justified recommendations.
Before You Start
Prior knowledge that will help with this topic
- •Basic understanding of what a computer is and common peripherals like keyboard, mouse, and monitor.
- •Familiarity with using a computer, including file management and installing simple software.
- •No prior networking knowledge is required, but an interest in how devices connect is helpful.
Coursework AI Review
Paste your assignment brief and check your draft against its P/M/D criteria
Key Terminology
Essential terms to know
- Determine customer requirements for ICT systems and support services, Evaluate available ICT systems and services against customer requirements, Prepare and present suitable options for the acquisition of ICT systems and support services, Develop plans to ensure that the ICT infrastructure delivers the required functionality, capacity and level of support
- Determine customer requirements for ICT systems and support services, Evaluate available ICT systems and services against customer requirements, Prepare and present suitable options for the acquisition of ICT systems and support services, Develop plans to ensure that the ICT infrastructure delivers the required functionality, capacity and level of support
- Determine customer requirements for ICT systems and support services, Evaluate available ICT systems and services against customer requirements, Prepare and present suitable options for the acquisition of ICT systems and support services, Develop plans to ensure that the ICT infrastructure delivers the required functionality, capacity and level of support
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