K18: The Features and Benefits of Digital Information Systems and How These Are Used to Maintain Application Support
Assessment Method: Professional Discussion underpinned by a portfolio
Plain-English Explanation
K18 is about understanding what digital information systems are (such as CRM systems, HR systems, finance systems, or bespoke databases) and why they are important. These systems store, manage, and process data to support business operations and application support activities.
Examples of How Apprentices Demonstrate This at Work
Using a CRM system to update customer records accurately
Accessing a finance or HR system to retrieve information for a stakeholder
Logging and tracking application issues in a helpdesk or ticketing system
Creating a Power Automate flow to update records across systems automatically
Explaining to a colleague how to use a feature in an information system
Common Gaps and Misconceptions
Thinking digital information systems are just “databases” without understanding their role in business processes
Believing that data entry is unimportant—incorrect data can cause major issues
Ignoring security and access controls when using these systems
Not realizing that integration between systems can improve efficiency
Links to Resources and Tools
Podcast: Understanding Digital Information Systems (Insert your podcast link here)
Why It Matters
Ensures accurate and efficient business operations
Improves customer service and stakeholder satisfaction
Supports compliance and reporting requirements
Portfolio Evidence Ideas
Screenshots of:
A record you updated in a digital information system
A Power Automate flow that integrates two systems
A short write-up explaining how you used an information system to support an application or process
Evidence of following security protocols when using these systems
EPA-Style Questions
What is a digital information system and why is it important?
Can you give an example of how you used an information system to support a business process?
How can automation improve the use of digital information systems?
Embedded Topics
Equality & Diversity: Ensuring systems are accessible and inclusive for all users
Sustainability: Reducing paper-based processes by using digital systems
British Values: Promoting accountability and transparency through accurate data management