ࡱ> M }hbjbj== !WWcl8888888L~~~8$Li>fL:=======$? A>8>88#>.88==$:_88;~ K.L2~>.`;";D9>0i>;"}Bl.}B;LL8888Recall the personal qualities and general characteristics necessary for a person working effectively within the ICT industry and as part of an ICT team.  HYPERLINK "http://www1.bcs.org.uk/" http://www1.bcs.org.uk/British Computer Society HYPERLINK "http://www.ecdl.com/" http://www.ecdl.com/European Computer Driving Licence HYPERLINK "http://www.itaa.org/workforce/resources/forjob.htm" http://www.itaa.org/workforce/resources/forjob.htmJob Descriptions HYPERLINK "http://www.ccsr.cse.dmu.ac.uk/conferences/ESRC/profresp/kershaw.html" http://www.ccsr.cse.dmu.ac.uk/conferences/ESRC/profresp/kershaw.htmlProfessional conduct in the Post Office. Personal qualities needed by IT professionals Chapter 1 ICT users may broadly be categorised as: - Those with SKILLS driven ICT skills i.e. computer professionals who designs, operates or maintains a computer system. Data-entry operatorsComputer OperatorComputer ManagerProgrammer Systems Analyst Those with largely TASK driven skills i.e. computer users who work with a computer system to achieve a desired end result- e.g. use software, ask questions, correct data, interpret results Enhance career options because of their computer skillsInnovators who use ICT to increase productivityRequired use in job To a certain extent each of these groups will require: - Good oral communication skills in order to be able to tease out end-user requirements. The end user will probably be unaware of the capabilities of a proposed system and may, in many cases, be unaware of the information handling system that they currently work with. It will be the job of the IT specialist to help the proposed end-user identify their requirements. This will involve a great deal of face to face discussion. To have good written communication skills.. Documentation and reports form an important part of any IT solution. From the initial feasibility study and system specifications through to user guides and system documentation any implementation requires written documentation at each stage Be able to provide training to others Be able to attain a certain level of educational qualifications Interpersonal skills must include the ability to work with others in a team. Information systems are often large thus often work is often split into modules. Even where tasks are fairly small there will be a need to liaise with experts Other personal skills will include patience, common sense, initiative, punctuality, being able to work under pressure, be able to take on responsibility, not be afraid of sticking your neck out. Problem solving skills (especially for user support/after-sales service) The ability to cope with change and be able to pick up new ICT skills The ability to take the initiative Management skills (Project leaders and network administrators will have to manage budgets, schedules, people etc. The ability to motivate others and to manage change is important) The IT professional will often have access to confidential client information. Personal integrity is therefore an important characteristic. Information and the Professional Ethical behaviour Charlie Chaplin Man is an animal with primary instincts of survival. Consequently, his ingenuity has developed first and his soul afterwards. Thus the progress of Science is far ahead of mans ethical behaviour. Ethics are a set of personal beliefs; we are concerned with ethics as they affect a professional working within the IT industry. The professional must consciously monitor and assess his/her own behaviour and report on computer crime Examples of ethical behaviour Respecting other peoples computers and private files Honouring the copyright laws by not making unauthorised copies of programs. Would I steal a book from a library? Would I read someones private mail? Using the computer in responsible ways such as not connecting to another computer without permission to do so Keeping your password private Not leaving your computer on for others to use in your absence Reporting security breaches when you see them A Code of Practice A set of rules that help someone to make a decision about a moral question is called a code of practice. Most professions - including the IT industry - have an ethical code or code of practice. This will guide the behaviour and work practice of people in the profession. In the UK the British Computer Society is the professional body that is responsible for maintaining standards of professional behaviour in the IT industry. BCS CODE OF PRACTICE This code of Practice is directed to all members of The British Computer Society. It consists, essentially, of a series of statements which prescribe minimum standards of practice, to be observed by all members. The Code is concerned with professional responsibility. All members have responsibilities; to clients, to users to the State and society at large. Those members who are employees also have responsibilities to their employers and employers' customers and, often, to a Trade Union. In the event of apparent clash in responsibilities, obligations or prescribed practice the Society's Secretary-General should be consulted at the earliest opportunity. The Code is intended to be observed in the spirit and not merely the word. 1 Personal requirements 1.1 Keep himself, and subordinates informed of such new technologies, practices, legal requirements and standards as are relevant to his duties. 1.2 Ensure subordinates are trained in order to be effective in their duties and to qualify for increased responsibilities. 1.3 Accept only such work as he believe he is competent to perform and not hesitate to obtain additional expertise from appropriately qualified individuals where advisable. 1.4 Actively seek opportunities for increasing efficiency and effectiveness to the benefit of the user and of the ultimate recipient. 2 Organisation and management 2.1 Plan, establish and review objectives, tasks and organisational structures for himself and subordinates, to help meet overall objectives. 2.2 Ensure that any specific tasks are assigned to identified individuals according to their known ability and competence. 2.3 Establish and maintain channels of communication from and to seniors, equals and subordinates. 2.4 Be accountable for the quality, timeliness and use of resources in the work for which he is responsible. 3 Contracting 3.1 Seek expert advice in the preparation of any formal contract. 3.2 Ensure that all requirements and the precise responsibility of all parties adequately covered in any contract or tendering procedures 4 Privacy, security and integrity 4.1 Ascertain and evaluate all potential risks in a particular project with regard to the cost, effectiveness and practability of proposed levels of security. 4.2 Recommend appropriate levels of security, commensurate with the anticipated risks, and appropriate to the needs of the client. 4.3 Apply, monitor and report upon the effectiveness of the agreed levels of security. 4.4 ensure that all staff are trained to take effective action to protect life, data and equipment (in that order) in the event of disaster. 4.5 Take all reasonable measures to protect confidential information from inadvertent or deliberate improper access or use. 4.6 Ensure that competent people are assigned to be responsible for the accuracy and integrity of the data in the data file and each part of an organisation's database. Responsibility to Society As part of society we all have rights and duties that must carry over into our working lives. Any code of practice for the IT industry must therefore cover the interaction between the professional and society as a whole. IT systems can have considerable implications for society in terms of employment prospects and quality of life. Complex systems may fail, putting lives at risk or causing environmental damage. They can be used to infringe or deny human rights - such as the right to privacy - and they can also be used for criminal purposes. The following situations are cases where these sort of ethical questions may arise: A foreign police state hires an IT firm to create a system to monitor the activities of political dissidents - does it make any difference if the dissidents are engaging in terrorist activities or if the government has been democratically elected? The Government hires IT professionals to work develop systems to crack encryption codes used for digital telephone networks. Initially this is to allow phone tapping of suspected criminals. A large chemical company is installing a computer controlled process but is unwilling to pay for the detailed safety backup systems that you, as an IT professional, think are needed. A company wants to introduce an IT system that will allow it to become so efficient that it will be able to put its competitors out of business and which will eventually lead to massive unemployment. Responsibility to the Employer or Client All employees have responsibilities to their employer. Some of these responsibilities are set out in law. The IT professional is in a special position because he or she has been employed to provide expertise that the employer will often have no background knowledge of at all. In many cases the employer will be entirely dependent on the skill and integrity of the IT specialist. This is more so than when a lawyer or accountant is hired since in these cases the employer is at least likely to have a common basis of understanding and language with the person employed. The IT expert however talks in technical jargon that can be unintelligible to the non specialist and that will, because of the rapid developments in IT, most probably be outside their range of experience. Ethical issues that arise in this situation are illustrated by the following scenarios: A client wants a time/cost estimate but there is no time to perform a proper analysis. If you guess then the project will probably go over time and budget. If you don't then another firm may get the contract. You start work and find the problems are greater than first appeared. The project will go seriously over budget. While working for one client you discover information that may be of personal benefit or that you could use to benefit your next client. The client is totally ignorant of IT hardware. You need to shift some equipment that that will do the job but that you know is about to be replaced by new stock with a better specification and cheaper price. You do some part time work for a software company who offer to give you a bonus for every package you sell. You recommend the package to your client but omit to mention your connection with the company. A client thinks that the backup provision is over specified and insists that you reduce costs in this area. You know that this could have disastrous consequences in case of a failure but if that's what the client want then that's what you'll give them. Responsibility to the Profession You think the client may not pay you. So you leave a logic bomb embedded in the system. This will only activate if you access the system with a special code and you will remove it when you are paid. Responsibility to the Profession Professional organisations regulate the behaviour of their individual members. They also take on a responsibility for promoting the good standing of the profession as a whole. The professional is therefore expected to refrain from activities or behaviour that brings the profession into disrepute. In addition the professional member is expected to act with integrity towards fellow members and to support new entrants to the profession. There are fewer moral pitfalls in this area than the last but examples might include: You are desperate for a particular contract that you know you can do well. Chatting to the managing director you find out that a rival IT company is likely to be given the work. You drop a hint that they have mishandled a similar installation. You have a client who does not pay his bills on time and who demands far more from you than is reasonable. The client is undertaking a major expansion which you know will be a disaster. You recommend a rival firm as having specialist expertise in this area. A systems analyst is a poor team worker and is a major source of disruption. He applies for another job and you write a glowing reference. Personal Responsibility The professional worker is responsible for his or her own abilities and actions. He or she has a personal responsibility to have up to date knowledge and skills so that the client is not disadvantaged by an incompetent or out of date implementation. A professional should also recognise then a particular task is beyond their competence and should be prepared to advise a client accordingly. They must be able to give impartial and objective advice and avoid any situation that causes a conflict of interest between them and the client. The professional will also take full responsibility for their work should things go wrong. While working for a particular client you are offered a large contract by one of his main competitors. A system your company has implemented for a client fails. The client believes that the failure was due to hardware but you know that it was actually due to the way the system was set up by one of your colleagues. The client has lost business and goodwill as a result of the failure. Professional Development and the Industry Structure Model. The rapid development of the IT industry has led to a rather unstructured approach to training and professional development. A significant proportion of IT workers have developed their skills in response to immediate needs in the work place and have had little or no formal training. This unstructured approach leads to problems when people seek promotion or when they apply for a job with another employer. In 1986 the British Computer Society introduced an Industry Structure Model (ISM) to provide a structure for the training and career development of professionals within the IT industry. The BCS set up the Industry Structure Model as an external performance standard which sets out for each of the jobs or roles commonly found in IT, The appropriate academic background, The level of experience required at entry, The major tasks performed, The personal attributes required, The training and development Which should be undertaken to attain full proficiency. The Industry Structure Model provides a possible career path within IT profession. The flexible framework is specified and is a nationally recognised scheme. There is mapping from the level to the current task of employment relating to job description. It is a ten point scale (But goes from 0 to 9). You should be aware of Level 0 Unskilled EntryLevel 0 is the base entry level to IS related work for those with minimum entry qualifications. These will often be direct entrants from the secondary education sector.Level 1 Skilled EntryLevel 1 is the entry level to a technical role within information systems. It will often be the appropriate level for adequately educated trainees but should not be seen as only applicable to new entrantsLevel 4 Fully Skilled PractitionerLevel 4 will normally only be achieved after clear evidence is available of full competence in a specialsed technical role. At this level full technical accountability for work done and decisions taken is expected. The ability to give technical or team leadership should be present as well as a high degree of technical versatility and broad industry knowledge.Level 9 Senior Manager/DirectorLevel 9 is the level occupied by the most senior of managers actively associated with information systems in organisations where operating effectiveness (and possibly survival) is heavily dependant on the use of such systems and where large numbers (at least 50) of information systems practitioners are deployed. A wide and deep practical information systems knowledge base is called for accompanied by mature management qualities, an understanding of business and evidence of a professional attitude to all responsibilities.  1996 and 1994 (4 marks) A firm is recruiting staff to work within its IT department. In addition to technical skills what other qualities should the firm be looking for, and why are these important to the effective working of an IT department? 1997 and Exemplar 2000. 4 (6 marks) Professional progression within the IT industry requires more than just technical skills. Give THREE other necessary qualities and explain why they are important. Each attribute 1Why important 1Oral communication skills (1) ability to 'tease out' end-user requirements (1)Written communication skills (1) requirement to write specifications, methods of solution, produce documentation (1) [this could be considered a technical skill]Interpersonal relationships...team-work (1) systems are large, often work is split, even if small there will be the need to liaise with experts.General disposition - must relate to the task - max (1) e.g. logical reasoning skills January 2003.4 You have been asked to write a job description for a vacancy on a software companys help desk team. State giving a reason for each one, two personal qualities that are relevant to the job, which you would ask for in the description. (4 marks) 1996 (3 marks) Codes of practice exist for professionals within the IT industry separate from any legal requirements. Explain with the aid of an example, the distinction between a legal requirement and a code of practice. 1 data protection. Legal requirements are specified within DP act, however a code of practice may specify the response time for personal data 2 hardware/software sales - Any sales subject to Trades Description Act. However a code of practice may prohibit a salesperson from selling hardware/software that is soon to become obsolete. 1998.5 (4 marks) Organisations and IT professionals are required to comply with a legal framework when introducing and using IT systems. In addition there will normally be a code of practice. (a) Define what is meant by a 'code of practice'. (2) (b) Describe two ways in which institutions, such as the British Computer Society, promote professionalism for individuals within the IT industry. (2) (a) Organisations will have their own policy/set of rules. This policy/set of rules governs the behaviour and actions of employees within the organisation 1 1(b) Academic achievement and experience governs membership BCS has its own Professional codes of conduct BCS promotes exchange of expertise through seminar programmes and training 1 1 1 2000.4 (9) Many companies now have a code of practice for employees working with information technology systems. (a) Explain what is meant by a code of practice. (3) (b) Explain three benefits to a company of having a code of practice. (6) January 2001.3. A Company is recruiting a new member of staff for their IT support desk. The head of personnel asks the manager of the support desk what personal qualities the new employee must have in order to carry out the job effectively. State, with reasons, four personal qualities that the manager would want a new employee to have. 8 marks Any 4 2 marks. 1 for quality: 1 for reason Willing to work flexible hours (1) user support roles require the ability to stick at problems and see them through, may entail working when users dont need equipment e.g. installing new software or fault correction (1) Be able to communicate well orally (1) - to enable efficient and effective communication with users/or colleagues e.g. interviewing and questioning effectively to obtain end user requirements (1) Good written communication skills (1) ability to write documentation both technical and end users e.g. necessary for recording faults clearly and documenting solutions (1) Ability to work as part of a team (1) means able to exchange views, share information, usual way of working in many IT establishments. (1) Organisational skills/work under pressure (1) ability to take orders, to be responsible for own work for example to have several different jobs running concurrently (1) Ability to listen/patience (1) if cannot, then users wants are often misinterpreted or ignored and instructions not followed correctly (1) Perseverance/problem solving (1) both analysis and programming require the ability to stick at problems and see them through. (1) Also accept ability/willingness to learn new skills (1) as ICT moves forward so quickly. N.B. If only state qualities and do not give reasons maximum is 4 marks and the reasons must be relevant to the job i.e. to ICT and not generalised. DO NOT ACCEPT: initiative, managerial skills, technical, previous experience or other generalised answers June 2001.8. An advertisement for an IT support worker to join the PC support team in a company specifies that the applicant must be, willing to work flexible hours, be able to communicate well orally, have good written skills and get on well with a wide variety of people. Explain, giving examples, why each of these characteristics is important for someone working in such a role. 8 marks 1 mark for reason for each personal quality listed and one mark for a sensible example. NB Question deliberately states support role but leaves this fairly open to interpretation Willing to work flexible hours user support roles require the ability to stick at problems and see them through (1) may entail working when users dont need equipment e.g. installing new software or fault correction (1) Be able to communicate well orally - to enable efficient and effective communication with users/or colleagues (1) e.g. interviewing and questioning effectively to obtain end user requirements (1) Good written communication skills ability to write documentation both technical and end users (1) e.g. necessary for recording faults clearly and documenting solutions (1) Get on well with a wide variety of people -Ability to work as part of a team (1) means able to exchange views, share information, usual way of working in many IT establishments (1). Also acceptable be able to deal with wide range of clients (1) plus example (1) Max 8 THE EXAMPLES SHOULD BE RELEVANT TO THE USER SUPPORT ROLE TO GET 2 MARKS January 2002 2. 4 marks Professionals involved with ICT systems often have to work with people who have little, or no, understanding of the ICT systems that they are using. State two personal qualities that IT professionals should have that will enable them to help such people effectively, and give an example of when each quality would be needed. ANY 2 2 MARKS Allocated 1 mark for stating quality 1 mark for example explaining in context. Examples: Good Communication skills (1) communicate clearly/effectively with users (1) IF HAVE THIS THEN CANT HAVE THE NEXT TWO POINTS AS WELL Be able to communicate well orally (1)- to enable efficient and effective communication with users/or colleagues/ being able to use suitable language, free from jargon (1) Have good written skills (1) to be able to provide end users with clear instructions/user guides (1) Have patience/be understanding/perseverance/be calm (1) to prevent end users from becoming flustered/stressed (1) Be able to analyse users problems/be objective (1) user may not describe problems clearly (1) Confident manner (1) people believe what you say (1) Approachable (1) people feel they can ask you questions (1) There are other acceptable answers but equally there are ones that are not acceptable, such as: Team working NOT Flexible hours Management skills Social skills Technical skills Teaching or Training Initiative This question is asking for in context answers i.e. skills that help them to help people effectively. Can get mark for the example without the quality. June 1999 2 A software house is advertising for an analyst programmer to join one of their development teams. State four personal qualities that the company should be looking for in the applicants. (4) 1 mark for each personal quality. Can state but dont have to explain. For example: Ability to work as part of a team(1) means able to exchange views, share information, usual way of working in many IT establishments. Good oral communication skills(1) to enable efficient and effective communication with users interviewing and questioning Good written communication skills(1) ability to write documentation both technical and end users Organisational/line management skills (1) ability to take orders and give them, to be responsible for own work and to delegate where necessary Ability to listen (1) if cannot, then users wants are often misinterpreted or ignored and instructions not followed correctly Perseverance/problem solving (1) both analysis and programming require the ability to stick at problems and see them through. Ability to tease out end-user requirements (1) Communication Skills (1) New skills, Adaptability to change (1) Logical reasoning skills (1) Work under pressure/meet deadlines (1) Willing to accept training/retraining (1) DO NOT ALLOW TECHNICAL SKILLS June 2003.3 (6 marks) Using a different example for each of the following personal skills, describe why they are important for an IT professional: written communication skills listening skills problem solving skills AS Module 1 (I CT1): TOPIC 10.7 Information and the Professional  HYPERLINK "http://www.nchadderton.zen.co.uk/front.htm" http://www.nchadderton.zen.co.uk/front.htm Page  PAGE 1 of  NUMPAGES 10 01UV123wx:G勇}wtCJ 56CJ56CJmH sH 5CJ B*CJphj5B*CJUphj5B*CJUphj5B*CJUph 0J5CJj5B*CJUphj5B*CJUph5B*CJph6B*CJph6CJmH sH -2TUexe$k$$Ifl0e,"h L064 la$If' & F$d%d&d'dNOPQ g|hy $Ifk$$Ifl0e,"h L064 la |yyywwyy$If$$IflFT  H H t0    4 la  O m ! $  ! 0 a { | j /Gwx#D5 7!8!#'('///24788==>>??A?AQCTCnCLDpDDDEEEEF 56CJ6CJ B*CJph5B*CJph55CJCJ B*CJph5B*CJphP    O  < | j Xccccc' & F$d%d&d'dNOPQ$Ifl$$Ifl09  t04 la j /x!"#DEW09#$d%d&d'dNOPQ' & F$d%d&d'dNOPQ' & F$d%d&d'dNOPQ9o y'&$$d%d&d'dNOPQa$#$d%d&d'dNOPQ' & F $d%d&d'dNOPQ CDqrg5>_#$d%d&d'dNOPQ . 7!8!S!#$%7&&')'' & F $d%d&d'dNOPQ#$d%d&d'dNOPQ#$d%d&d'dNOPQ)'**+U,&--.///2#$d%d&d'dNOPQ' & F $d%d&d'dNOPQ#$d%d&d'dNOPQ 2234447z78888' & F $d%d&d'dNOPQ#$d%d&d'dNOPQ' & F $d%d&d'dNOPQ 8j:$;%;;; <'<J<h<<<====>$If+ & Fh$d%d&d'dNOPQ^h#$d%d&d'dNOPQ>>>???AA?APCQCRCSCTCVCKDLD@$Ifl$$Ifl0  t04 laLDpDEE'E7E8EWEEEE,F-FFGGDl$$Ifl0,"LL t04 la$IfFFGG&GHHH,HHJJKJ]JKKL1L_LyLLL8M9MAMOMMM4N6NCNOOOORYRyRRUUUU6W=W?W[[[[[[\aaaa'b,b}bbbffffggg»»»»»»»»566CJmH sH mH sH  CJmH sH 5CJmH sH  6@CJ 56CJ5CJ6B*CJph5B*CJph B*CJphCJ6CJ 6>*CJCGG&GHHHHIKJLJ]J KCKKKLzL|L}LL $$Ifa$ V$If^#$d%d&d'dNOPQLLLL:MM@MAMBMCMDMOMMM5N6N(O $$Ifa$ V$If V$IfB$$Ifl0*h4 la(OOOPfQRRJSSZTTHUUUUUV>W ^`#$d%d&d'dNOPQ)$d%d&d'd1$7$8$H$NOPQ1$7$8$H$>W?WWXYFZZN[T[[[[J\\\ ]2]\]])$d%d&d'd1$7$8$H$NOPQ)$d%d&d'd1$7$8$H$NOPQ1$7$8$H$]]^_u__ `G```` aaaaa}bbb\c#$d%d&d'dNOPQ1$7$8$H$)$d%d&d'd1$7$8$H$NOPQ\cc?ddPeeffEfcffffffhggggg&$$d%d&d'dNOPQa$ & F#$d%d&d'dNOPQgggzh{h|h}h & F$a$ggg)h*h+hUhVhWh\h]hchdhehfhjhkhuhvhxhyhzh|h}hCJ5CJ5CJmHnHsH uj5CJUmH sH 5CJmH sH 0JCJmH sH jhCJUmH sH  CJmH sH jCJUmH sH 0 / =!"#$%DyK http://www1.bcs.org.uk/yK 0http://www1.bcs.org.uk/DyK http://www.ecdl.com/yK *http://www.ecdl.com/ADyK 3http://www.itaa.org/workforce/resources/forjob.htmyK fhttp://www.itaa.org/workforce/resources/forjob.htmDyK Ehttp://www.ccsr.cse.dmu.ac.uk/conferences/ESRC/profresp/kershaw.htmlyK http://www.ccsr.cse.dmu.ac.uk/conferences/ESRC/profresp/kershaw.html!DyK +http://www.nchadderton.zen.co.uk/front.htmyK Vhttp://www.nchadderton.zen.co.uk/front.htm i@@@ Normal CJOJQJ_HkH'mH sH tH 4@4 Heading 1$@&5CJ6@6 Heading 2$@& 5B*CJ Heading 3L$$d%d&d'd@&NOPQ5B*CJph<A@< Default Paragraph Font,@, Header  9r , @, Footer  9r &)@& Page NumberFD"F List Continuehx^h OJPJQJ(U@1( Hyperlink>*B*0B@B0 Body Text 6B*CJ:^@R: Normal (Web)dd[$\$8P@b8 Body Text 2 B*CJph}d2TUy O<|j / x ! 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