Assessor Resource

ICAS4106B
Action and complete change requests

Assessment tool

Version 1.0
Issue Date: March 2024


This unit defines the competency required to receive, review and carry out change requests, while utilising a change management system according to client requirements.

The following units are linked and form an appropriate cluster:

ICAA4041C Determine and confirm client business expectations and needs

ICAS4116B Undertake capacity planning

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)

Employability Skills

This unit contains employability skills.




Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

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 use and update a change management system. Assessment must confirm the ability to review and assess change requirements, and to plan and implement change procedures according to organisational guidelines and client requirements. Assessment must confirm the ability to prepare and deliver training appropriate for the client.

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

Change request documentation

Physical system or network

Technical manuals, appropriate diagnostic tools

Current business requirements

Documentation standards

Change management system

Context of and specific resources for assessment

Users who submit change requests generally require that such requests are actioned promptly and in accord and with due process and organisational policies. Service providers need to ensure that appropriate records are kept, regular communication is undertaken with clients, suitable support is provided and that action is taken in accordance with organisational policies.

The breadth, depth and complexity of knowledge and skills in this competency would cover a broad range of varied activities or application in a wider variety of contexts most of which are complex and non-routine. Leadership and guidance would be involved when organising activities of self and others as well as contributing to technical solutions of a non-routine or contingency nature.

Assessment must ensure:

Performance of a broad range of skilled applications including the requirement to evaluate and analyse current practices, develop new criteria and procedures for performing current practices and provision of some leadership and guidance to others in the application and planning of the skills would be characteristic.

Applications may involve responsibility for, and limited organisation of, others.

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:

ICAA4041C Determine and confirm client business expectations and needs

ICAS4116B Undertake capacity planning

An individual demonstrating this competency would be able to:

Demonstrate understanding of a broad knowledge base incorporating some theoretical concepts

Apply solutions to a defined range of unpredictable problems

Identify and apply skill and knowledge areas to a wide variety of contexts, with depth in some areas

Identify, analyse and evaluate information from a variety of sources

Take responsibility for own outputs in relation to specified quality standards

Take limited responsibility for the quantity and quality of the output of others

Maintain knowledge of industry products and services


Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)


Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

Required skills

Timely actioning of change requests

Ability to handle requests within a defined range of problems

Basic language and communication skills to carry out the change requests and to follow up on progress

Record keeping for requests and actions

Report writing skills

Customer service skills

General analysis in relation to reviewing change procedures

Cultural awareness in relation to client interaction

Conflict resolution skills in relation to handling clients

Low-level training needs analysis capability

Required knowledge

Broad knowledge of help desk practices

Current industry-accepted hardware and software products, with broad knowledge of general features and capabilities and detailed knowledge in some areas

Broad knowledge of the role of stakeholders and the degree of stakeholder involvement

General knowledge of the client business domain

Detailed knowledge of the system's current functionality

Broad knowledge of quality assurance practices

Change management tools

Broad knowledge of system testing

Broad knowledge of the organisation's service-level agreements

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.

Hardware may include but is not limited to:

workstations

personal computers

modems or other connectivity devices

networks

DSL modems

remote sites

servers

Software may include but is not limited to:

commercial, in-house, packaged or customised software

System may include but is not limited to:

hardware and software components that run a computer

Requirements may be in reference to:

business

system

network

people in the organisation

Client may include but is not limited to:

internal departments

external organisations

individual people

employees

Organisationalguidelines may include but are not limited to:

personal use of emails and internet access

content of emails

downloading information and accessing particular websites

opening mail with attachments

virus risk

dispute resolution

document procedures and templates

communication methods

financial control mechanisms

Technicaldocumentation may include:

project specifications

reports

help references

technical manuals

training materials and self-paced tutorials

on-line help

user guides

brochures

Standards may include:

ISO/IEC/AS standards

organisational standards

project standards (for further information refer to the Standards Australia website at: www.standards.com.au)

Documentation may follow:

ISO/IEC/AS standards

audit trails

naming standards

version control

project management templates and report writing

maintaining equipment inventory

client training

satisfaction reports

Help desk procedures may include:

Customer contact centre or general contact point that then consults with a supplier or other technician

Customer contact centre staffed by technicians capable of solving problems

Real-time on-line support

Web-based support

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Receive and document requests for hardware and software changes, utilising a change management system and according to organisational help desk procedures 
Gather and organise system data relevant to the change requests, using available diagnostic tools 
Review the proposed changes against current and future business requirements and examine the system data, with work team, in order to select appropriate changes to be carried out 
Discuss and clarify the selected changes with client 
Develop a plan, with prioritised tasks and contingency arrangements, for modification of the system 
Undertake the selected system changes according to organisational guidelines and procedures and in accordance with manufacturer recommendations 
Test the system changes for performance and identify problems 
Resolve identified problems 
Revise relevant client and technical documentation to reflect system changes according to organisational standards 
Notify client of status of change and update change management system, as per organisational help deskprocedures 
Prepare training to meet the needs of client in using the changed system 
Deliver prepared training appropriate for the client 

Forms

Assessment Cover Sheet

ICAS4106B - Action and complete change requests
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:


Assessment Record Sheet

ICAS4106B - Action and complete change requests

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: