Diploma in Information and Communications Technology in Support Services

Programme Objective

Entry Requirements

The purpose of the qualification is to provide professional and vocational qualification for the ICT industry combining theory and practical exposure to the field of study. The programme is consistent with the institution’s mission and vision which is to offer impactful, technology-infused teaching and learning, research, and community outreach. The programme addresses the regional and national skills shortages in the ICT field specifically in the field of Support Services management and support governance. The programme incorporates fundamental, generic, and programme-specific learning outcomes, teaching and learning methods, learning materials and modes of delivery cater for the previously disadvantaged students that the programme predominantly admits. The design maintains a balance of theoretical, practical knowledge and skills in Support Services. These specialisation outcomes will enable the graduate (diplomate) to identify and design reliable and cost-effective ICT solutions for various end users and their needs, maintain ICT equipment, manage information centres, and provide effective ICT value system support services to an organization.

NATIONAL SENIOR CERTIFICATE (NSC)

NSC with a diploma or bachelor's endorsement with a minimum Admission Point Score (APS):

- 22 (with Mathematics) or 24 (with Mathematics Literacy) Specific subject requirement:

- English - 4 (50-59%)

- Mathematics - 3 (40-49%) OR Mathematical Literacy - 5 (60-69%)

SENIOR CERTIFICATE (SC)

Endorsement: Full exemption/ School leaving. An E-symbol on the Higher Grade or D-symbol on the Standard Grade for English (1st language) OR D-symbol on the Higher Grade or C-symbol on Standard Grade for English (2nd language). In addition, an E-symbol on the Higher Grade or a D-symbol on the Standard Grade for Mathematics.

NATIONAL CERTIFICATE VOCATIONAL (NCV4):

Requirements as defined in the Government Gazette 32743 dated 26^th November 2009 with specific requirements as set out below:

· 50% in the three fundamental subjects which in the case of this qualification are required to be:

o   English

o   Life Orientation and

o   Mathematics – 50 % OR Mathematics Literacy – 60%.

· In addition, 60% for any of the three following subjects:

o   Systems Analysis and Design

o   Data Communication and Networking

o   Computer Programming

o   Physical Science

INTERNATIONAL STUDENTS

Applications from international students are considered in terms of the institutional equivalence reference document and (where required) submission qualification to SAQA for benchmarking in terms of HEQF.

MATURE AGE ENDORSEMENT

(as per WSU General Prospectus G1.6)

Graduate Attributes

Graduate Attribute 1:

• Communicate effectively with all role players related to the Information and communication technology (ICT) field the learner will operate in

Graduate Attribute 2:

• Troubleshoot and Maintain Computer devices used by end users

Graduate Attribute 3:

• Support end users in the use of existing standardised company software packages

Graduate Attribute 4:

• Manage ICT service centres in alignment with ICT policy

Graduate Attribute 5:

• Support and manage Information Technology (IT) infrastructure and services within prescribed best practices and standards

Graduate Attribute 6:

• Apply current technical concepts and practices in the ICT industry

Graduate Attribute 7:

• Demonstrate an understanding of security concepts applicable to the ICT industry in general

Teaching and learning strategy

WSU promotes student centred, technology-infused teaching & learning strategy that accommodates diversity of students (WSU Teaching and Learning Policy). Teaching and learning is underpinned by an active learning approach where students learn from experience, engage with each other and take an active role in their own learning under the facilitation and\or supervision of lecturers through students’ discussions, group work, projects, practical sessions and presentations amongst others.

Towards responding to societal needs in an ethical, scholarly, sustainable, and entrepreneurial manner, the programme imbeds a student-centred learning approach in meeting the local community needs through community-based projects conducted by students under the guidance of lecturers. The students are fashioned to appreciate the importance of originality and intellectual property rights using plagiarism tools, etc. The teaching material ignites the spark in students towards an individual-based inquiry approach by building on the scaffold provided by the teaching staff. Through problem-solving case studies and lessons, students are encouraged to combine application development knowledge and technical skills to address immediate social issues in broader society. This approach encourages students to explore innovative and entrepreneurial ways to link their learning to potential work environments and respond to societal needs.

Through this approach, this programme incorporates and fosters information and communication technology as a central component in students learning environment and practices even beyond educational settings. To this end, learning technological tools to supplement in-class activities such as computers, audio and visual media, internet-based support and application development software are made available to achieve and further learning goals.

Assessment strategy

The overall assessment strategy in the curriculum and materials development stage of module development, and includes the module assessment criteria, as well as the formative and summative assessment, and moderation to be done in each module (WSU Assessment Policy, 2022).

Formative assessment measures students’ progress during the learning process to provide ongoing and incremental feedback. It includes a range of formal and informal assessments typically to monitor the progress being made towards achieving learning outcomes and obtaining a year/ semester mark or predicate, i.e. admission to the summative assessment (WSU Assessment Policy, 2022).

Summative assessment takes place after the learning has been completed, i.e. at the end of a quarter, semester, or year, and provides information and feedback that sums up the teaching and learning process. The intention behind summative assessment is to validate performance and award marks and results (WSU Assessment Policy, 2022).

Progression and Exclusion Rules 

Students must complete 360 SAQA credits to be considered for graduation.

Each programme has a set of pre-requisites that determine the combination of modules a student is eligible to register for.

A Diploma student may not register for more than 120 credits in any one academic year.

A student may be promoted to the next level of study, provided he/she has obtained at least 50% of the credits from the previous level. But enrolment for courses in higher levels are subject to meeting the pre-requisite requirements.

A student must enrol for the course/s failed before registering for the course/s in the next level of study.

The specific rules on exclusion for the Diploma in ICT in Support Services programmes are as follows:

Refer to 15.8 of the faculty prospectus and G6 and G7 of the general prospectus for progression and exclusion rules.

RPL and Credit Transfer

Recognition to Prior Learning (RPL)

Recognition of Prior Learning (RPL) may be used to demonstrate competence for admission to this qualification in line with the university’s RPL policy.  Refer to requirements as per 2024 WSU General Prospectus – Section 4, paragraphs 1.6 and 1.7.

Credit Transfer

Student are allowed to apply for formal credits recognition for modules / courses attained from other institutions, according to the university’s policy on credit transfers.

Articulation rules

Preceding

NSC or equivalent

Vertical Articulation

Vertical articulation is possible within WSU or outside the institution.

e.g. Advanced Diploma in ICT in Communication Networks at NQF Level 7, or Bachelor of Science in Information Technology at NQF Level 7, Bachelor of Computer and Information Science at NQF level 7 or a similar Qualification at NQF Level 7 in a cognate field.

Horizontal Articulation

Horizontal articulation is possible within WSU:

e.g. Diploma in ICT in Applications Development at NQF Level 6, Diploma in ICT in Business Analysis at NQF Level 6, Diploma in ICT in Communication Networks at NQF Level 6.

Outside the institution, horizontal articulation is possible:

e.g. Diploma in Information Technology at NQF Level 6 or similar qualification at NQF Level 6 in a cognate field.

W60015 – Diploma in ICT in Support Services

Level of Study: I

#

Module Name

Module Code

Block

No. of Credits

Course Convener

Module Objective

1

Development Software I

DEV15W0

0

30

HoD

The module is designed to equip students with a solid understanding of the basic principles of programming which apply to all computer programming languages. Students are taught how to analyse problems and how to write structured algorithmic solutions using (formalised) pseudocode and the VB.Net (Console Application) programming language. Students are introduced to the concept of the Program Development Cycle and taught how to use tools associated with each stage.

2

Information Systems I

INS15W0

0

30

HoD

This module introduces students to information technology concepts such as hardware, software, telecommunications, and office automation. It also covers fundamentals of systems and information systems, types of information systems (e.g. transaction-processing systems, management information systems, decision support systems). The module also covers an introduction to relational databases and Entity Relationship Diagrams.

3

Information Technology Skills I

TSK15W0

0

30

HoD

Students taking this module will develop the life skills needed to cope with and survive in an HIV/AIDS environment. The student will also be able to locate appropriate sources of information for research purposes and be able to reference these sources, presentation, self, and group management skills needed in a multi-cultural environment. The student will acquire a basic understanding of the propositional and predicate logic and mathematical thinking that underpins all computer programming, as well as a good understanding of ethical principles relating to IT.

4

System Software I

SSO15W0

0

30

HoD

This module is designed to equip the students with basic technical skills in the information technology environment. The main emphasis is on basic hardware and software concepts. Students will be able to understand fundamentals of computer architecture, understand the fundamentals of computer networks and understand basics of Operating Systems.

Level of Study: II

#

Module Name

Module Code

Block

No. of Credits

Course Convener

Module Objective

1

Support Services II

SPS26W0

0

30

HoD

Support Services II is designed to equip learners with a solid understanding of the basic principles of the management of modern IT-enabled services. The course provides an introduction to the management of IT services and a thorough demonstration of the service management framework. Learners are made aware of the various service value systems and how to maintain a high value system in an organization.

2

Information Systems II

INF26W0

0

30

HoD

The module is designed to equip learners with a solid understanding of the basic principles of system analysis and design which apply to project management. Learners are taught how to analyse problems and how to create a database solution using (formalised) SQL. Learners are introduced to the concept of the Systems Development Life Cycle and taught how to use tools associated with each stage.

3

Data Communication and Networks II

DCN26W0

0

30

HoD

The module is designed to equip learners with a solid understanding of the basic principles of networking which apply to design, build and maintain computer networks. Learners are taught the theoretical fundamentals of data communication and the practical process of analysing a network need or a problem to formulate, document and implement a solution using standard networking tools.

4

Information Security II

ISE25W0

0

30

HoD

The purpose of the course is to to equip learners with a solid understanding and application of the major Security features used in an organisation, Legal, Ethical, and Professional Issues in Information Security, Planning for Security, Risk Management, Cyber security and user vulnerability. In addition, knowledge in Security Technology, Implementing and managing Information Security within an organization.

Level of Study: III

#

Module Name

Module Code

Block

No. of Credits

Course Convener

Module Objective

1

Software Support III

SOS36W0

0

30

HoD

This module provides knowledge and skills required to configure, deploy, secure and troubleshoot switches, routers and wireless network access points in an enterprise network environment.

2

Support Services III

SPS36W0

0

30

HoD

Support Services III is designed to equip learners with a solid understanding of the core service management practices in modern IT-enabled organization. The course introduces the management of IT services and a thorough demonstration of the service management framework. Learners are made aware of the various IT practices in designing digital products and services, and in delivering support services to the agreed levels.

3

Information Technology Support and Governance III

SUG36W0

0

30

HoD

Business processes are at the heart of what an organisation does, and information systems play an important role in making them work. IT governance, a component of corporate governance, is a framework aimed at improving the overall management of IT and concerns making decisions in a repeatable structured manner to support investment in the efficient use of Information Technology to help an organisation achieve its goals. In this regard, the goals of IT governance are to ensure IT investments generate business value and mitigate potential IT risks. This module aims to prepare students by firs defining the key concepts related to IT governance and the management issues that should be considered to enable the enterprise to be successful.

4

Service Management III

SMT36W0

0

30

HoD

Service Management 3 is designed to equip learners with a solid understanding on the communication and customer service skills user support workers need, problem-solving strategies that a user support specialist can apply to a troubleshooting situation, explore multilevel support model and the incident management process, explore a multilevel support model and the incident management process, and understand the mission of support groups and how to staff and train them.