Assessor Resource

ICASAS511A
Prioritise IT change requests

Assessment tool

Version 1.0
Issue Date: April 2024


Experienced managers, project managers, and those with managerial responsibility for systems that undergo continual change apply the skills and knowledge in this unit. Information technology and the manufacturing domain are examples where the change-management process delivers benefits, as well as enabling traceability of changes.

They provide technical advice, guidance and leadership in resolution of specified problems, and the role may involve responsibility for others.

This unit describes the performance outcomes, skills and knowledge required to analyse IT change requests and rank them in priority order.

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:

review change requests and prioritise according to business guidelines and SLAs

evaluate cost-benefit analysis, including risks to business continuity

develop change plan based on change analysis

review change procedures and make appropriate recommendations.

Context of and specific resources for assessment

Assessment must ensure access to:

sites on which change requests may be coordinated

SLAs currently used in industry

business guidelines

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:

verbal or written questioning to assess knowledge of one or more change-management systems

direct observation of candidate reviewing infrastructure discrepancies and implementing solutions

review of documentation prepared by candidate, including guidelines and processes for regular reviews.

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

analytical skills to analyse risk when reviewing change requests

communication skills to:

facilitate groups to present and collect information and gain consensus on concepts

manage conflicts and handle difficult clients when reviewing change requests

negotiate with other team members

provide customer service

literacy skills to:

evaluate and present information

write reports for business

problem-solving skills to participate in the development of strategic initiatives

teamwork skills to contribute to solutions and goals of a non-routine or contingency nature

technical skills to maintain the continuity of IT operations and business functions.

Required knowledge

client business domain

help desk and maintenance practices

quality assurance practices relating to IT system changes

role of stakeholders and the degree of stakeholder involvement

change-management tools

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

detailed knowledge of 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.

Client may include:

employee

external organisation

individual

internal department.

Other sources may include:

changes in underlying systems

other projects

problem reports

senior management

system enhancements.

Service level agreements may relate to:

business processes and requirements

charge back to business units

clearly specified and quantified service levels

evaluation or audit of service levels

expectations regarding servicing

many different infrastructure services:

application service providers (ASPs)

communications carriers

internet service providers (ISPs)

SLAs for vendor products

penalties

workload and performance considerations.

System may include:

applications

ASP

databases

gateways

ISP

operating systems

servers.

Stakeholders may include:

development team

project team

sponsor

user.

Documentation may follow:

audit trails

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

naming standards

project management templates

report writing principles

version control.

Appropriate person may include:

authorised business representative

client

project manager

supervisor.

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 record change requests from the client or other sources 
Classify and prioritise change requests according to business guidelines and service level agreements (SLAs) 
Identify risks to business continuity and prioritise changes that reduce risks for implementation 
Evaluate the costs and benefits of implementing changes against the current system 
Examine the benefits and costs of how and when a change is made, including risks to business continuity 
Schedule change analysis according to business down periods and periods of business-critical activities 
Analyse similar change requests that might be developed and implemented simultaneously 
Determine impact to the system and organisation of methodology and timing of change 
Notify the reason for the change to key stakeholders 
Determine the resources necessary to carry out the change development, taking into account time and cost constraints 
Develop a change plan based on change analysis 
Review the change plan documentation to ensure it is completed according to system documentation standards 
Forward the change plan to the appropriate person for consideration and decision 
Conduct feedback session with client groups to ensure change requirements are satisfactory 
Complete follow-up work and make recommendations for changes in procedures or documentation 

Forms

Assessment Cover Sheet

ICASAS511A - Prioritise IT 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:

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Assessment Record Sheet

ICASAS511A - Prioritise IT 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: