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IoT Network Specialist Model Curriculum IoT Network Specialist SECTOR: SUB-SECTOR: OCCUPATION: REF ID: NSQF LEVEL: IT-ITeS FUTURE SKILLS INTERNET OF THINGS SSC/Q8208, V1.0 7

Model Curriculum · An Introduction Theory Duration (hh:mm) 06:00 Practical Duration (hh:mm) 03:00 Corresponding NOS Code •Define the term "Internet of Things" • Discuss the evolution

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Page 1: Model Curriculum · An Introduction Theory Duration (hh:mm) 06:00 Practical Duration (hh:mm) 03:00 Corresponding NOS Code •Define the term "Internet of Things" • Discuss the evolution

IoT – Network Specialist

Model Curriculum

IoT – Network Specialist

SECTOR: SUB-SECTOR: OCCUPATION:

REF ID: NSQF LEVEL:

IT-ITeS FUTURE SKILLS INTERNET OF THINGS SSC/Q8208, V1.0 7

Page 2: Model Curriculum · An Introduction Theory Duration (hh:mm) 06:00 Practical Duration (hh:mm) 03:00 Corresponding NOS Code •Define the term "Internet of Things" • Discuss the evolution

IoT – Network Specialist

Complying to the National occupation standards of

Job Role / Qualification Pack: ‘IoT – Network Specialist’ QP No. ‘SSC/Q8208 NSQF

Level 7’

March 11th 2019

March 11th 2020

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IoT – Network Specialist

TABLE OF CONTENTS

1. Curriculum 01

2. Trainer Prerequisites 08

3. Assessment Criteria 09

Page 4: Model Curriculum · An Introduction Theory Duration (hh:mm) 06:00 Practical Duration (hh:mm) 03:00 Corresponding NOS Code •Define the term "Internet of Things" • Discuss the evolution

IoT – Network Specialist 1

IoT – Network Specialist

CURRICULUM / SYLLABUS

This program is aimed at training candidates for the job of a “IoT – Network Specialist”, in the “IT- ITeS” Sector/Industry and aims at building the following key competencies amongst the learner

Program Name IoT – Network Specialist

Qualification Pack Name and Reference ID.

SSC/Q8208, V1.0

Version No. 1.0 Version Update Date 11/03/2019

Pre-requisites to Training

Bachelor’s Degree in Engineering / Technology / Statistics /

Mathematics / Computer Science

Training Outcomes After completing this programme, participants will be able to:

• Explain the nature of work across the IT-ITeS sector, the various

sub sectors and their evolution.

• Elaborate the various occupations under the Future Skills sub sector and the impact of these on organizations and businesses.

• Discuss the evolution of IoT and evaluate the possible impact of IoT on businesses and society

• List common security and privacy risks that affect IoT solutions and methods that mitigate them

• Assess characteristics specific to IoT networks and evaluate key IoT network concepts

• Analyze network design methodologies and considerations

• Evaluate the characteristics of connectivity protocols for both device-device and device-cloud communications

• Assess the methods and processes used to maintain IoT networks

• Create various types of technical documents

• Identify methods to develop knowledge, skills and competence

• Develop strong relationships at the workplace through effective communication and conflict management.

• Communicate persuasively by using evidences to support arguments

• Manage and communicate with stakeholders

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IoT – Network Specialist 2

This course encompasses 8 out of 8 National Occupational Standards (NOS) of “IoT – Network

Specialist” Qualification Pack issued by “IT-ITeS Sector Skills Council”.

Sr. No.

Module Key Learning Outcomes Equipment Required

1 IT-ITeS/BPM Industry – An Introduction Theory Duration (hh:mm) 06:00 Practical Duration (hh:mm) 03:00 Corresponding NOS Code Bridge Module

• Explain the relevance of the

IT-ITeS sector

• State the various sub-

sectors in the IT-ITeS

sector

• Detail the nature of work

performed across the sub-

sectors

• List organizations in the

sector

• Discuss the evolution of the

sub sectors and the way

forward

• Explain the disruptions

happening across the IT-

ITeS sector

• Whiteboard and Markers

• LCD Projector and Laptop for

presentations

• Lab equipped with the following:

• PCs/Laptops

• Chart paper and sketch pens

• Internet with Wi-Fi (Min 2

Mbps Dedicated)

2 Future Skills – An Introduction Theory Duration (hh:mm) 01:00 Practical Duration (hh:mm) 01:00 Corresponding NOS Code Bridge Module

• Discuss the general

overview of the Future

Skills sub-sector

• Describe the profile of the

Future Skills sub-sector

• Explain the various

occupations under this sub-

sector

• List key trends across the

occupations in this sub-

sector

• List various roles in the

Future Skills sub-sector

• Whiteboard and Markers

• LCD Projector and Laptop for

presentations

• Lab equipped with the following:

• PCs/Laptops

• Chart paper and sketch pens

• Internet with Wi-Fi (Min 2

Mbps Dedicated)

3 Internet of Things - An Introduction Theory Duration (hh:mm) 06:00 Practical Duration (hh:mm) 03:00 Corresponding NOS Code

• Define the term "Internet of

Things"

• Discuss the evolution of IoT

and the trends that have led

to it

• Evaluate the possible

impact of IoT on

businesses and society

• Whiteboard and Markers

• LCD Projector and Laptop for

presentations

• Lab equipped with the following:

• PCs/Laptops

• Chart paper and sketch pens

• Internet with Wi-Fi (Min 2

Mbps Dedicated)

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IoT – Network Specialist 3

Bridge Module • Analyze existing IoT use

cases and applications

across industries

• List prospective IoT use

cases and applications

within your area of

expertise

4 IoT Security and Privacy Theory Duration (hh:mm) 06:00 Practical Duration (hh:mm) 03:00 Corresponding NOS Code Bridge Module

• List common security and

privacy risks that affect IoT

solutions

• Analyze instances of

security risks to real-world

IoT use cases

• List technologies and

methods that mitigate

security risks to IoT

solutions

• List privacy standards and

regulations that mitigate

security risks to IoT

solutions

• List social and privacy

impacts caused by

proliferation of IoT solutions

• Whiteboard and Markers

• LCD Projector and Laptop for

presentations

• Lab equipped with the following:

• PCs/Laptops

• Chart paper and sketch pens

• Internet with Wi-Fi (Min 2

Mbps Dedicated)

5 Fundamentals of IoT Networks Theory Duration (hh:mm) 13:00 Practical Duration (hh:mm) 17:00 Corresponding NOS Code Bridge Module

• Analyze the differences

between IoT-specific and

existing network

architectures

• Assess the characteristics

specific to IoT networks

such as the presence of

large numbers of terminals

and the need for low-

latency communications

• Evaluate key IoT network

concepts such as

gateways, Service-oriented

Architecture,

interoperability, M2M and

network scalability

• Whiteboard and Markers

• LCD Projector and Laptop for

presentations

• Lab equipped with the following:

• PCs/Laptops

• Chart paper and sketch pens

• Internet with Wi-Fi (Min 2

Mbps Dedicated)

6 IoT Network Design Theory Duration (hh:mm) 25:00

• Evaluate the components

and the connections that

form an IoT network

infrastructure

• Whiteboard and Markers

• LCD Projector and Laptop for

presentations

• Lab equipped with the following:

• PCs/Laptops

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IoT – Network Specialist 4

Practical Duration (hh:mm) 50:00

Corresponding NOS Code SSC/N8227

• Assess the characteristics

of various deployment

models, network topologies,

and connection types

• Analyze network standards

and their characteristics,

including their impact on

human health and the

environment

• Evaluate the characteristics

of wired/wireless

connectivity protocols for

device-device or device-

gateway communications

(this may include protocols

such as NFC, NB-IoT,

Bluetooth/BLE, ZigBee,

Mesh and Lora)

• Evaluate the characteristics

of connectivity protocols for

device-cloud

communications (this may

include protocols such as

5G, Wi-Fi, GSM, GPRS and

Satellite)

• Evaluate the various

connectivity protocols and

assess fit for the needs of

IoT solutions

• Implement fallback

mechanisms in case of

network outages

• Design network dashboards

to monitor IoT networks

• Internet with Wi-Fi (Min 2

Mbps Dedicated)

7 IoT Network Design Considerations Theory Duration (hh:mm) 10:00 Practical Duration (hh:mm) 30:00 Corresponding

NOS Code SSC/N8228

• Analyze key network design

considerations such as

network coverage, capacity,

reliability, availability, power

consumption and scalability

• Evaluate various network

security measures,

including those that

implement physical security

• Demonstrate how to

manage device connectivity

and deploy networks

• Whiteboard and Markers

• LCD Projector and Laptop for

presentations

• Lab equipped with the following:

• PCs/Laptops

• Internet with Wi-Fi (Min 2

Mbps Dedicated)

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IoT – Network Specialist 5

8 IoT Network Maintenance Theory Duration (hh:mm) 25:00 Practical Duration (hh:mm) 50:00

Corresponding NOS Code SSC/N8229

• Demonstrate the uses and

functionalities of a network

management dashboard

• Demonstrate the

functionalities of command

line tools such as ipconfig,

ping, nslookup, Nmap, iperf

and netstat

• Analyze network usage

patterns and monitor

network bandwidth

consumption

• Analyze sources of network

interference

• Collect network statistics

and monitor network system

logs

• Perform configuration,

maintenance and

troubleshooting of IoT

networks

• Whiteboard and Markers

• LCD Projector and Laptop for

presentations

• Lab equipped with the following:

• PCs/Laptops

• Internet with Wi-Fi (Min 2

Mbps Dedicated)

9 Technical Documentation Theory Duration (hh:mm) 10:00 Practical Duration (hh:mm) 15:00

Corresponding NOS Code SSC/N8238

• Comprehend the

significance of technical

documentation

• Assess the needs of the

audience for which

documentation is to be

created

• List the principles of

technical writing

• Identify methods that

ensure documentation is

clear and concise

• Demonstrate how to create

various types of technical

documents such as online

configuration manuals, user

helps, solution information,

installation guides, etc.

• Whiteboard and Markers

• LCD Projector and Laptop for

presentations

• Lab equipped with the following:

• PCs/Laptops

• Internet with Wi-Fi (Min 2

Mbps Dedicated)

10 Develop Knowledge, Skills and Competence Theory Duration (hh:mm) 06:00

• Recognize the importance

of self-development

• Identify knowledge and

skills required for the job

• Identify avenues for self-

development

• Whiteboard and Markers

• LCD Projector and Laptop for

presentations

• Provision for online research in the

lab

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IoT – Network Specialist 6

Practical Duration (hh:mm) 19:00

Corresponding NOS Code SSC/N9005

• Create plans for self-

development

11 Build and Maintain Relationships at the Workplace Theory Duration (hh:mm) 10:00 Practical Duration (hh:mm) 15:00 Corresponding

NOS Code SSC/N9006

• Recognize the importance

of open and effective

communication

• Apply different approaches

for conflict management

• Apply different approaches

to boost recognition and

motivation

• Whiteboard and Markers

• LCD Projector and Laptop for

presentations

• Provision to write emails and send

in the lab

• Lab with provision for internet,

email, word processor and

presentation software

• Chart paper, markers, picture

magazines and old newspapers

12 Persuasive Communication

Theory Duration (hh:mm) 10:00 Practical Duration (hh:mm) 15:00 Corresponding

NOS Code SSC/N9010

• Discuss the principles of

persuasive communication,

credibility and trust

• Discuss the differences

between persuasion and

manipulation

• Enhance visual and verbal

communication to be more

persuasive

• Demonstrate how to use

evidences to support

arguments

• Whiteboard and Markers

• LCD Projector and Laptop for

presentations

• Provision to write emails and send

in the lab

• Lab with provision for internet,

email, word processor and

presentation software

• Chart paper, markers, picture

magazines and old newspapers

13 Stakeholder Management Theory Duration (hh:mm) 10:00 Practical Duration (hh:mm) 15:00 Corresponding

NOS Code SSC/N9012

• Identify the needs and

perspectives of the

stakeholder(s)

• Employ active listening

behaviors

• Manage the expectations of

the stakeholder(s)

• Evaluate the fundamentals of

negotiations such as

negotiating positions,

BATNA and integrative and

distributive negotiations

• Whiteboard and Markers

• LCD Projector and Laptop for

presentations

• Provision to write emails and send

in the lab

• Lab with provision for internet,

email, word processor and

presentation software

Chart paper, markers, picture magazines and old newspapers

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IoT – Network Specialist 7

• Identify causes of conflict

and methods to resolve

conflict

• Build rapport with the

stakeholder(s)

Total Duration:

Theory Duration

138:00 Practical Duration

236:00

Unique Equipment Required

• Whiteboard and Markers

• LCD Projector and Laptop for presentations

• Chart paper, markers, picture magazines and old newspapers

• Lab equipped with the following: -

• PCs/Laptops

• Internet with Wi-Fi (Min 2 Mbps Dedicated)

• Provision for internet, email, word processor and presentation

software

• Chart paper and sketch pens

Popular Software Tools

(At least one of the tools listed across each of the six tool categories is

required)

Wired/wireless connectivity protocols for device-device or device-

gateway communications: NFC, NB-IoT, Bluetooth/BLE, ZigBee,

Mesh and Lora

Wired/wireless connectivity protocols for device-cloud

communications: 5G, Wi-Fi, GSM, GPRS and Satellite

Routing protocols: RIP, OSPF, EIGRP, BGP and IP services (QoS,

NAT etc.) and L2/L3 VPNs

Networks Programming: C/C++, Python, Perl, Ruby

Network monitoring software: Nagios, Sniffer Investigator

IoT Platforms: Watson IoT, GE Predix, PTC Thingworx, AWS IoT,

Azure IoT, Eclipse IoT, DeviceHub, Arduino, Raspberry Pi

Grand Total Course Duration: 374 Hours, 0 Minutes

(This syllabus/ curriculum has been approved by SSC: IT- ITeS Sector Skills Council NASSCOM)

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IoT – Network Specialist 8

Trainer Prerequisites for Job role: “IoT – Network Specialist” mapped to Qualification Pack: “SSC/Q8208, V1.0”

Sr. No. Area Details

1 Description To deliver accredited training service, mapping to the curriculum detailed above, in accordance with the Qualification Pack SSC/Q8208, V1.0

2 Personal Attributes

This job may require the individual to work independently and take decisions for his/her own area of work. The individual should have a high level of analytical thinking ability, passion for IoT technologies, and attention for detail, should be ethical, compliance and result oriented, should also be able to demonstrate interpersonal skills, along with willingness to undertake desk-based job with long working hours.

3 Minimum Educational Qualifications

Graduate in any discipline preferably Science/Computer Science/Electronics and Engineering /Information Technology

4a Domain Certification

Certified for Job Role: “IoT Network Specialist” mapped to QP: “SSC/Q8208, V1.0”. Minimum accepted score is 80%

4b Platform Certification

Recommended that the trainer is certified for the Job role “Trainer” mapped to the Qualification Pack “MEP/Q2601”. Minimum accepted score is 80% aggregate

5 Experience 5+ years of work experience/internship in Network Specialist or related roles

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IoT – Network Specialist 9

Criteria For Assessment Of Trainees

Job Role IoT – Network Specialist

Qualification Pack SSC/Q8208, V1.0

Sector Skill Council IT-ITeS

Guidelines for Assessment

1. Criteria for assessment for each Qualification Pack will be created by the Sector Skill Council. Each Performance Criteria (PC) will be assigned marks proportional to its importance in NOS. SSC will also lay down proportion of marks for Theory and Skills Practical for each PC.

2. The assessment for the theory part will be based on knowledge bank of questions created by the SSC.

3. Assessment will be conducted for all compulsory NOS, and where applicable, on the selected elective/option NOS/set of NOS.

4. Individual assessment agencies will create unique question papers for theory part for each candidate at each examination/training center (as per assessment criteria below).

5. Individual assessment agencies will create unique evaluations for skill practical for every student at each examination/training center based on this criterion.

6. To pass a QP, a trainee should score an average of 70% across generic NOS’ and a minimum of 70% for each technical NOS

7. In case of unsuccessful completion, the trainee may seek reassessment on the Qualification Pack.

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IoT – Network Specialist 10

Compulsory NOS

Total Marks: 800 Marks Allocation

Assessment

outcomes

Assessment Criteria for

outcomes Total Marks Out Of Theory

Skills

Practical

1. SSC/N8227

Design network

architecture for

end-to-end IoT

solutions

PC1. evaluate

requirements of the IoT

network

100

10 3 7

PC2. identify the devices

and systems to be

connected by the IoT

network

10 3 7

PC3. identify appropriate

technology, devices, and

deployment model to best

meet the overall needs of

the IoT network

10 3 7

PC4. design

wireless/wired network

nodes while taking into

consideration the varieties

of IoT Clients, Edge

devices, Cloud

Service/IoT Broker, and

other networking devices

10 3 7

PC5. apply appropriate

wired/wireless

connectivity protocols for

device-cloud

communications (this

many include protocols

such as 5G, Wi-Fi, GSM,

GPRS and Satellite)

10 3 7

PC6. evaluate impacts of

IoT network on the

environment and on

human health

15 5 10

PC7. build interoperable

networks where end-to-

end communication is

possible across diverse

components

5 1.5 3.5

PC8. ensure network

supports bulk

configuration

functionalities across

5 1.5 3.5

Page 14: Model Curriculum · An Introduction Theory Duration (hh:mm) 06:00 Practical Duration (hh:mm) 03:00 Corresponding NOS Code •Define the term "Internet of Things" • Discuss the evolution

IoT – Network Specialist 11

Compulsory NOS

Total Marks: 800 Marks Allocation

Assessment

outcomes

Assessment Criteria for

outcomes Total Marks Out Of Theory

Skills

Practical

multiple solution

components

PC9. design fallback

mechanisms in case of

network disruptions and

outages

10 3 7

PC10. address network

redundancy

considerations

5 1.5 3.5

PC11. evaluate regulatory

aspects of building

network such as

permitted frequency

bands

5 1.5 3.5

PC12. design and

develop networking

dashboards used for

network monitoring

5 1.5 3.5

Total 100 30 70

2. SSC/N8228

Design network

architecture

considering

capacity,

reliability and

security

requirements

PC1. ensure network is

built in line with coverage

requirements

100

10 3 7

PC2. ensure network is

built in line with capacity

requirements

10 3 7

PC3. ensure high

availability of network

10 3 7

PC4. ensure scalability of

the network to

accommodate additional

devices

10 3 7

PC5. ensure network

compatibility where low-

powered devices are in

use

5 1.5 3.5

PC6. evaluate power

consumption patterns

while building network

10 3 7

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IoT – Network Specialist 12

Compulsory NOS

Total Marks: 800 Marks Allocation

Assessment

outcomes

Assessment Criteria for

outcomes Total Marks Out Of Theory

Skills

Practical

PC7. ensure that network

offers reliable connectivity

10 3 7

PC8. ensure physical

security of the network

5 1.5 3.5

PC9. protect the network

from unauthorized access

or malicious intent

5 1.5 3.5

PC10. ensure only

authorized devices should

be able to connect to the

network

10 3 7

PC11. manage the

provisioning and

connectivity of devices

5 1.5 3.5

PC12. plan physical

placement of network

components

5 1.5 3.5

PC13. apply policies on

appropriate network

devices to enable

communications

5 1.5 3.5

Total 100 30 70

3. SSC/N8229

Maintain,

manage,

monitor and

troubleshoot IoT

network

PC1. perform on-site

surveys and tests on the

IoT network

100

10 3 7

PC2. detect sources of

network interference

10 3 7

PC3. eliminate the impact

of network interference

10 3 7

PC4. identify areas of

dense users

10 3 7

PC5. continuously

monitor bandwidth

consumption of the IoT

network

5 1.5 3.5

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IoT – Network Specialist 13

Compulsory NOS

Total Marks: 800 Marks Allocation

Assessment

outcomes

Assessment Criteria for

outcomes Total Marks Out Of Theory

Skills

Practical

PC6. identify applications

which consume high

bandwidth

5 1.5 3.5

PC7. identify methods to

minimize bandwidth

consumption

5 1.5 3.5

PC8. collect network

usage and traffic statistics

5 1.5 3.5

PC9. monitor system logs

of the IoT network

10 3 7

PC10. diagnose and

resolve network

configuration and

connectivity issues

10 3 7

PC11. identify network

blind spots

10 3 7

PC12. perform detailed

troubleshooting and

analysis of IoT networks

and endpoints

10 3 7

Total 100 30 70

4. SSC/N8238

Create technical

documents and

manuals

PC1.identify the purpose

and the scope of the

activity for which technical

documentation is to be

produced

100

20 6 14

PC2.obtain information for

the technical document

from relevant sources and

stakeholders 15 4.5 10.5

PC3.draft technical

document ensuring that

content is concise,

complete and easy to

consume 15 4.5 10.5

PC4.review technical

document content with 10 3 7

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IoT – Network Specialist 14

Compulsory NOS

Total Marks: 800 Marks Allocation

Assessment

outcomes

Assessment Criteria for

outcomes Total Marks Out Of Theory

Skills

Practical

relevant stakeholders and

document owners

PC5.ensure that technical

document is formatted

and designed as per

specifications 10 3 7

PC6.transfer technical

document to relevant

stakeholders for sign-off

and publishing 10 3 7

PC7.continuously review

and update technical

document 20 6 14

Total 100 30 70

5. SSC/N9005

Develop your

knowledge,

skills and

competence

PC1. obtain advice and

guidance from

appropriate people to

develop your knowledge,

skills and competence

100

10 0 10

PC2. identify accurately

the knowledge and skills

you need for your job role

10 0 10

PC3. identify accurately

your current level of

knowledge, skills and

competence and any

learning and development

needs

20 10 10

PC4. agree with

appropriate people a plan

of learning and

development activities to

address your learning

needs

10 0 10

PC5. undertake learning

and development

activities in line with your

plan

20 10 10

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IoT – Network Specialist 15

Compulsory NOS

Total Marks: 800 Marks Allocation

Assessment

outcomes

Assessment Criteria for

outcomes Total Marks Out Of Theory

Skills

Practical

PC6. apply your new

knowledge and skills in

the workplace, under

supervision

10 0 10

PC7. obtain feedback

from appropriate people

on your knowledge and

skills and how effectively

you apply them

10 0 10

PC8. review your

knowledge, skills and

competence regularly and

take appropriate action

10 0 10

Total 100 20 80

6. SSC/N9006

Build and

maintain

relationships at

the workplace

PC1. build rapport with

appropriate people at the

workplace

100

1 0.3 0.7

PC2. develop new

professional relationships

1 0.3 0.7

PC3. build alliances to

establish mutually

beneficial working

arrangements

1 0.3 0.7

PC4. foster an

environment where others

feel respected

5 1.5 3.5

PC5. identify and engage

a diverse range of

influential contacts

5 1.5 3.5

PC6. obtain guidance

from appropriate people,

where necessary

1 0.3 0.7

PC7. attentively listen to

ideas and give

constructive feedback

10 3 7

PC8. promptly resolve

conflicts between team

members

5 1.5 3.5

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IoT – Network Specialist 16

Compulsory NOS

Total Marks: 800 Marks Allocation

Assessment

outcomes

Assessment Criteria for

outcomes Total Marks Out Of Theory

Skills

Practical

PC9. work with

colleagues to deliver

shared goals

1 0.3 0.7

PC10. recognize the

contributions made by

your colleagues

5 1.5 3.5

Total 100 30 70

7. SSC/N9010

Convince others

to take

appropriate

action in

different

situations

PC1. gather needs of

concerned people

100

10 0 10

PC2. adapt arguments to

consider diverse needs

15 0 15

PC3. use small wins as

milestones to gain

support for ideas

25 10 15

PC4. persuade with the

help of concrete

examples or evidences

25 10 15

PC5. take defined steps

to reach a consensus on

the course of action

25 10 15

Total 100 30 70

8. SSC/N9012

Manage and

collaborate with

stakeholders for

project success

PC1. identify the larger

business and

organizational context

behind the requirements

of the stakeholder

10 3 7

PC2. manage fluctuating

stakeholder priorities and

expectations

5 1.5 3.5

PC3. consult stakeholders

early in critical

organization-wide

decisions

10 3 7

PC4. use formal

communication methods

to collaborate with

stakeholders (such as

5 1.5 3.5

Page 20: Model Curriculum · An Introduction Theory Duration (hh:mm) 06:00 Practical Duration (hh:mm) 03:00 Corresponding NOS Code •Define the term "Internet of Things" • Discuss the evolution

IoT – Network Specialist 17

Compulsory NOS

Total Marks: 800 Marks Allocation

Assessment

outcomes

Assessment Criteria for

outcomes Total Marks Out Of Theory

Skills

Practical

meetings, conference

calls, emails etc.)

PC5. keep stakeholders

updated on changes in

project requirements

10 3 7

PC6. define the frequency

of communication with all

the stakeholders

10 3 7

PC7. use suitable tools to

represent numbers and

pictures to present details

10 3 7

PC8. respond to requests

in a timely and accurate

manner

10 3 7

PC9. take feedbacks from

stakeholders regularly

5 1.5 3.5

PC10. continuously

improve work

deliverables/service

based on stakeholder

feedback

15 5 10

PC11. plan deliverables

based on stakeholder

needs

10 3 7

Total 100 30 70