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
analytical skills to analyse routine and non-routine work processes
communications skills to liaise with users and peers
literacy skills to write business reports
problem-solving skills to address a range of unpredictable operating system problems
technical skills to update operating systems.
Required knowledge
detailed knowledge of system software and system tools
overview knowledge of:
change-management systems
client business domain
OHS requirements related to work safety, environmental factors and ergonomic considerations
quality assurance practices with regard to supporting system software
vendor products and trends in product development.
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.
Organisational requirements may relate to: | preventative maintenance and diagnostic policy problem solution processes roles and technical responsibilities in the IT department vendor and product service level support agreements work environment. |
Disk may include: | CD CD-RW diskettes (floppy disks) DVD RW solid state hard drive zip disk. |
System may include: | application service provider applications databases gateways hardware and software components that run a computer ISP operating systems servers. |
System requirements may include: | client or user cost constraints environment geography system functionality. |
Policies may include: | awareness raising strategies forensic procedures incident response procedures network intrusion detection systems training. |
User may include: | department within the organisation person within a department third party. |
Organisational guidelines may include: | communication methods content of emails dispute resolution document procedures and templates downloading information and accessing particular websites financial control mechanisms opening mail with attachments personal use of emails and internet access virus risk. |
Security requirements may include: | encryption privacy security levels secure socket layer (SSL) trusted sites. |
Network may include: | data large and small LANs private lines internet use of the public switched telephone network (PSTN) for dial-up modems only voice virtual private networks (VPNs) wide area networks (WANs). |
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