The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential:

Assessment must confirm the ability to undertake maintenance according to maintenance procedures, resolve a defined range of equipment and software problems, and maintain accurate records according to organisational guidelines.

To demonstrate competency in this unit the learner will require access to:

Technical environment with a variety of operational equipment and software

Technical manuals and tools

Maintenance procedures

Equipment and/or software

Context of and specific resources for assessment

Maintaining equipment and software in good order relates to house-keeping within the organisation. The outcomes from maintaining software and equipment in sound working order are reliability and stability for end users, consistency of performance and less down time.

The breadth, depth and complexity of knowledge and skills in this competency would cover selecting, adapting and transferring skills and knowledge to new environments and providing technical advice and some leadership in resolution of specified problems. This would be applied across a range of roles in a variety of contexts with some complexity in the extent and choice of options available.

Assessment must ensure:

Performance of a defined range of skilled operations, usually within a range of broader related activities involving known routines, methods and procedures, where some discretion and judgement is required in the section of equipment, services or contingency measures and within known time constraints would be characteristic.

Applications may involve some responsibility for others. Participation in teams including group or team coordination may be involved.

Method of assessment

The purpose of this unit is to define the standard of performance to be achieved in the workplace. In undertaking training and assessment activities related to this unit, consideration should be given to the implementation of appropriate diversity and accessibility practices in order to accommodate people who may have special needs. Additional guidance on these and related matters is provided in ICA05 Section 1.

Competency in this unit should be assessed using summative assessment to ensure consistency of performance in a range of contexts. This unit can be assessed either in the workplace or in a simulated environment. However, simulated activities must closely reflect the workplace to enable full demonstration of competency.

Assessment will usually include observation of real or simulated work processes and procedures and/or performance in a project context as well as questioning on underpinning knowledge and skills. The questioning of team members, supervisors, subordinates, peers and clients where appropriate may provide valuable input to the assessment process. The interdependence of units for assessment purposes may vary with the particular project or scenario.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

ICAT3025B Run standard diagnostic tests

ICAS3034B Determine and action network problems

ICAI3021B Connect internal hardware components

ICAU3019B Migrate to new technology

An individual demonstrating this competency would be able to:

Demonstrate some relevant theoretical knowledge

Apply a range of well-developed skills

Apply known solutions to a variety of predictable problems

Perform processes that require a range of well-developed skills where some discretion and judgement is required

Interpret available information, using discretion and judgement

Take responsibility for own outputs in work and learning

Take limited responsibility for the output of others

Maintain knowledge of industry products and services

Required skills

Risk analysis of maintenance procedures

Reading and interpretation of technical manuals

Technical diagnostic skills

Problem solving skills for a defined range of unpredictable problems

Language, literacy and communication skills necessary to process and present verbal and written. information

Analysis and evaluation of information in a defined range of areas

Record keeping skills

Required knowledge

Broad knowledge of equipment and software maintenance practices

Familiarity with current industry-accepted hardware and software testing and diagnostic tools, with the ability to utilise them effectively

Relevant service-level agreements (SLAs) in order to determine the conditions of the SLA cover

Knowledge of the client warranty claims, repair or replacement procedures

Detailed knowledge of the system's current functionality

Broad knowledge of quality assurance practices

Operation and purpose of specified equipment

Operation of technical diagnostic tools

Detailed knowledge of help desk response level escalation procedures

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Appropriate person may include:

supervisor

teacher

authorised business representative

client

Hardware may include but is not limited to:

workstations

personal computers

modems or other connectivity devices

networks

DSL modems

remote sites

servers

Equipment may include but is not limited to:

workstations

personal computers

modems or other connectivity devices

printers

DSL modems

hard drives

monitors

switches

hubs

personal digital assistant (PDA)

other peripheral devices

Software may include but is not limited to:

commercial, in-house, packaged or customised software

Client may include but is not limited to:

internal departments

external organisations

individual people

employees

Components may include:

motherboards

CMOS battery

central processing unit (CPU)

CD and DVD drives

interface cards

drives

fax/modem cards

RAM upgrades

CPU upgrades

Maintenance may include:

on-site response

remote diagnostics

return to depot

OH&S standards may include:

correct posture

lighting

type of desk

type of monitor

style of chair

typing position

repetitive strain injury prevention

ventilation

light position

correct lifting method

length of time in front of computer