Assessor Resource

ICASAS416A
Implement maintenance procedures

Assessment tool

Version 1.0
Issue Date: April 2024


This unit applies to frontline technical support personnel, such as IT support technicians, and user support specialists responsible for maintaining computer equipment in an organisation.

This unit describes the performance outcomes, skills and knowledge required to set up maintenance procedures to keep equipment and software operating effectively.

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

Prerequisites

Not applicable.

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 ability to:

set up maintenance procedures to keep equipment and software operating.

Context of and specific resources for assessment

Assessment must ensure access to:

technical environment with a variety of operational equipment

technical manuals and tools

appropriate learning and assessment support when required

modified equipment for people with special needs.

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

direct observation of candidate setting up maintenance procures

review of candidate’s documented procedures

verbal or written questioning to assess candidate’s knowledge of:

preventative maintenance

SLAs.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, where appropriate.

Assessment processes and techniques must be culturally appropriate, and suitable to the communication skill level, language, literacy and numeracy capacity of the candidate and the work being performed.

Indigenous people and other people from a non-English speaking background may need additional support.

In cases where practical assessment is used it should be combined with targeted questioning to assess required knowledge.

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

communication skills to liaise with customers in the provision of customer services, including basic training

initiative and enterprise skills to work as a team member in the development of solutions and goals of a non-routine or contingency nature

literacy skills to:

evaluate and present information

write technical reports

planning and organisational skills to contribute to maintenance and continuity of IT operations and business functions

problem-solving skills to participate in development of strategic initiatives

technical skills to undertake low level programming and use a range of computer equipment.

Required knowledge

business scheduling requirements

client business domain

current industry-standard hardware and software products, including their general features and capabilities

diagnostic tools

help desk and maintenance practices

steps of maintenance procedures

one or more change-management tools

quality assurance practices

role of stakeholders and the degree of stakeholder involvement

current performance level of the system

system's current functionality.

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.

Software may include:

commercial

customised

in-house

packaged.

Equipment may include:

hard drives

hubs

modems and other connectivity devices, including digital subscriber line (DSL) modems

monitors

other peripheral devices

personal computers

personal digital assistants

printers

switches

workstations.

Documentation may follow:

audit trails

client training

International Organization for Standardization (ISO), International Electrotechnical Commission (IEC) and Australian Standards (AS) standards

maintaining equipment inventory

naming standards

project management templates and report writing

satisfaction reports

version control.

Requirements may be in reference to:

business

network

people in the organisation

system.

User may include:

person within a department

department within the organisation

third party.

Service level agreement may exist for:

many different infrastructure services:

application service providers (ASPs)

communications carriers

expectations regarding:

charge back to business units

penalties

servicing

internet service providers (ISPs)

SLAs for vendor products

workload and performance considerations.

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
Identify equipment and software that are to be maintained and implement processes to ensure future acquisitions of equipment and software are identified 
Identify vendor documentation, peer organisations or research information detailing best practices in equipment and software maintenance to improve system performance and reliability 
Develop recommended maintenance and operations guidelines for equipment and software maintenance based on the above research 
Obtain requirements from user in the area of equipment maintenance and reliability 
Document procedures for maintenance based on best practices 
Identify and record the level of support that can be provided by in-house resources 
Identify and record the support to be supplied by external or third-party organisations 
Develop or update service level agreement (SLA) with internal user and third-party suppliers 
Monitor and review maintenance operation 
Identify problem areas, including failures to meet SLAs, and consider changes to maintenance procedures 
Assess changes in consultation with user, support staff and third-party suppliers 
Design and implement improvements to maintenance procedures 

Forms

Assessment Cover Sheet

ICASAS416A - Implement maintenance procedures
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

ICASAS416A - Implement maintenance procedures

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: