This unit describes the skills and knowledge required to apply the principles of service quality management and to develop a code of practice for information and communications technology (ICT) service management.

It applies to individuals who work in senior management positions and manage a wide range of ICT projects, and lead the analysis, implementation and management of emerging, and converging, ICTs as they are integrated into the business process to support organisational strategic goals.

No licensing, legislative 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)

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.

ELEMENT	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Prepare to manage ICT services	1.1 Identify the quality requirement principles to provide ICT service provision, according to the business needs and expectations 1.2 Research and critically analyse, the appropriate service processes 1.3 Analyse continual improvement processes, to align and realign, the ICT services to business needs
2. Develop the quality requirements for ICT service management	2.1 Identify the specific quality requirements to improve the service management processes 2.2 Align ICT services with the business, applying service management concepts 2.3 Develop the strategies for the control, delivery and support of ICT services
3. Develop a code of practice for ICT service management	3.1 Research and critically analyse, best practice processes 3.2 Document best practice processes for ICT service management 3.3 Implement the identified best practice processes 3.4 Evaluate, monitor and improve ICT service management

Evidence of the ability to:

research and critically analyse the provision of quality information and communications technology (ICT) services

review, then develop and implement, procedures and processes to improve the quality of ICT service management

critically review, evaluate, monitor and improve the ICT service management.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

To complete the unit requirements safely and effectively, the individual must:

review and appraise ICT service management concepts and processes

research and critically review, the quality assurance procedures in ICT services

discriminate and summarise, industry best practice processes in ICT services

summarise and contrast, the technical terminology relevant to service management.

Gather evidence to demonstrate consistent performance in conditions that are safe and replicate the workplace. Noise levels, production flow, interruptions and time variances must be typical of those experienced in the general ICT industry, and include access to:

a current service organisational chart

current service logs and procedures

an organisational mission statement.

Assessors must satisfy NVR/AQTF assessor 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)

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.

ELEMENT	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Prepare to manage ICT services	1.1 Identify the quality requirement principles to provide ICT service provision, according to the business needs and expectations 1.2 Research and critically analyse, the appropriate service processes 1.3 Analyse continual improvement processes, to align and realign, the ICT services to business needs
2. Develop the quality requirements for ICT service management	2.1 Identify the specific quality requirements to improve the service management processes 2.2 Align ICT services with the business, applying service management concepts 2.3 Develop the strategies for the control, delivery and support of ICT services
3. Develop a code of practice for ICT service management	3.1 Research and critically analyse, best practice processes 3.2 Document best practice processes for ICT service management 3.3 Implement the identified best practice processes 3.4 Evaluate, monitor and improve ICT service management

Evidence of the ability to:

research and critically analyse the provision of quality information and communications technology (ICT) services

review, then develop and implement, procedures and processes to improve the quality of ICT service management

critically review, evaluate, monitor and improve the ICT service management.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

To complete the unit requirements safely and effectively, the individual must:

review and appraise ICT service management concepts and processes

research and critically review, the quality assurance procedures in ICT services

discriminate and summarise, industry best practice processes in ICT services

summarise and contrast, the technical terminology relevant to service management.

Gather evidence to demonstrate consistent performance in conditions that are safe and replicate the workplace. Noise levels, production flow, interruptions and time variances must be typical of those experienced in the general ICT industry, and include access to:

a current service organisational chart

current service logs and procedures

an organisational mission statement.

Assessors must satisfy NVR/AQTF assessor requirements.

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 the quality requirement principles to provide ICT service provision, according to the business needs and expectations
Research and critically analyse, the appropriate service processes
Analyse continual improvement processes, to align and realign, the ICT services to business needs
Identify the specific quality requirements to improve the service management processes
Align ICT services with the business, applying service management concepts
Develop the strategies for the control, delivery and support of ICT services
Research and critically analyse, best practice processes
Document best practice processes for ICT service management
Implement the identified best practice processes
Evaluate, monitor and improve ICT service management

Assessment Cover Sheet

ICTICT813 - Manage ICT services

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

ICTICT813 - Manage ICT services

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: