Pearson
BTEC Level 3 National Extended
Diploma in Information Technology
Unit 14: IT Service
Delivery – Exam paper
Assessment outcomes:
AO1 Demonstrate knowledge and understanding of IT service-delivery related facts,
terminology, standards, concepts and processes
AO2 Apply understanding of terminology, information technologies and procedures to explore
outcomes and find solutions to IT service delivery problems
AO3 Analyse data and information; recognise patterns, correlations and connections in order to
solve IT service delivery problems and predict outcomes
AO4 Evaluate technologies, procedures, outcomes and solutions to make reasoned judgements
and make decisions about IT service delivery
AO5 Be able to design an IT service delivery solution for an organisation with appropriate
justification
Date of issue: April/May 2019
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