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.