Assessor Resource

ICTSAS413
Manage resolution of system faults on a live system

Assessment tool

Version 1.0
Issue Date: May 2024


This unit describes the skills and knowledge required to manage reactive errors and failures on a live system.

It applies to individuals who apply specialised and technical knowledge and a systematic approach to monitor, maintain and troubleshoot maintenance requirements on systems that are currently operating.

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)


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.

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Determine maintenance methodologies and repositories

1.1 Identify the nature of modification to the system

1.2 Confirm existence and currency of repositories

1.3 Review repositories for changes and develop new backup procedures

1.4 Prepare or check modification request forms and levels of authority for sign-off

1.5 Develop a hierarchy of modifications and the response for each

1.6 Determine backup and blackout strategies in place

2. Implement change management system

2.1 Follow standards and procedures for logging the change request

2.2 Document expected impact to user base during implementation

2.3 Identify levels of possible failure and related reporting procedures

2.4 Document expected outcomes of the modification

2.5 Inform user of modification implications

2.6 Assign modification to appropriate person for actioning

3. Report review of results

3.1 Complete aspects of the change system and ensure modification is tested and operational

3.2 Prepare report and deliver to appropriate person, indicating the results of modification

3.3 Update and amend documentation and repositories

Evidence of the ability to:

identify the required modifications

itemise the expected outcomes of the modifications

implement the modifications

document and report on the modifications.

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:

describe the key features of change control procedures

describe the key features of the client business domain including the role of stakeholders and the degree of stakeholder involvement

describe the key features and capabilities of current industry accepted hardware and software products

analyse the key features of help desk and maintenance practices

discuss quality assurance practices

explain the process for system testing

outline the system's current functionality and describe the features and functions of the system under modification

identify and summarise industry standards that apply to the information and communications technology (ICT) industry.

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 systems administration and support field of work, including access to:

special purpose tools, equipment and materials

live system

benchmarking and testing tools.

Assessors must satisfy NVR/AQTF assessor requirements.

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.

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Determine maintenance methodologies and repositories

1.1 Identify the nature of modification to the system

1.2 Confirm existence and currency of repositories

1.3 Review repositories for changes and develop new backup procedures

1.4 Prepare or check modification request forms and levels of authority for sign-off

1.5 Develop a hierarchy of modifications and the response for each

1.6 Determine backup and blackout strategies in place

2. Implement change management system

2.1 Follow standards and procedures for logging the change request

2.2 Document expected impact to user base during implementation

2.3 Identify levels of possible failure and related reporting procedures

2.4 Document expected outcomes of the modification

2.5 Inform user of modification implications

2.6 Assign modification to appropriate person for actioning

3. Report review of results

3.1 Complete aspects of the change system and ensure modification is tested and operational

3.2 Prepare report and deliver to appropriate person, indicating the results of modification

3.3 Update and amend documentation and repositories

Evidence of the ability to:

identify the required modifications

itemise the expected outcomes of the modifications

implement the modifications

document and report on the modifications.

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:

describe the key features of change control procedures

describe the key features of the client business domain including the role of stakeholders and the degree of stakeholder involvement

describe the key features and capabilities of current industry accepted hardware and software products

analyse the key features of help desk and maintenance practices

discuss quality assurance practices

explain the process for system testing

outline the system's current functionality and describe the features and functions of the system under modification

identify and summarise industry standards that apply to the information and communications technology (ICT) industry.

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 systems administration and support field of work, including access to:

special purpose tools, equipment and materials

live system

benchmarking and testing tools.

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 nature of modification to the system 
Confirm existence and currency of repositories 
Review repositories for changes and develop new backup procedures 
Prepare or check modification request forms and levels of authority for sign-off 
Develop a hierarchy of modifications and the response for each 
Determine backup and blackout strategies in place 
Follow standards and procedures for logging the change request 
Document expected impact to user base during implementation 
Identify levels of possible failure and related reporting procedures 
Document expected outcomes of the modification 
Inform user of modification implications 
Assign modification to appropriate person for actioning 
Complete aspects of the change system and ensure modification is tested and operational 
Prepare report and deliver to appropriate person, indicating the results of modification 
Update and amend documentation and repositories 

Forms

Assessment Cover Sheet

ICTSAS413 - Manage resolution of system faults on a live system
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

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Assessment Record Sheet

ICTSAS413 - Manage resolution of system faults on a live system

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

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