Assessor Resource

ICTSAS416
Implement maintenance procedures

Assessment tool

Version 1.0
Issue Date: May 2024


This unit describes the skills and knowledge required to set up maintenance procedures to keep equipment and software operating effectively.

It applies to individuals who use technical and specialised knowledge, and apply a systematic approach to maintaining computer equipment in an organisation.

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 best practices for equipment and software maintenance

1.1 Identify equipment and software that are to be maintained, and implement processes to ensure future acquisitions of equipment and software are identified

1.2 Identify vendor documentation, peer organisations or research information detailing best practices in equipment and software maintenance to improve system performance and reliability

1.3 Develop recommended maintenance and operations guidelines for equipment and software maintenance based on the above research

1.4 Obtain requirements from user in the area of equipment maintenance and reliability

1.5 Document procedures for maintenance based on best practices

2. Identify resources to provide equipment and software maintenance

2.1 Identify and record the level of support that can be provided by in-house resources

2.2 Identify and record the support to be supplied by external or third-party organisations

2.3 Develop or update service level agreement (SLA) with internal user and third-party suppliers

3. Revise practices, where appropriate

3.1 Monitor and review maintenance operation

3.2 Identify problem areas, including failures to meet SLAs, and consider changes to maintenance procedures

3.3 Assess changes in consultation with user, support staff and third-party suppliers

3.4 Design and implement improvements to maintenance procedures

Evidence of the ability to:

set up and document the maintenance procedures to keep equipment and software operating

identify resource requirements

document or update service level agreements (SLAs)

revise maintenance procedures.

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:

analyse client business domain including:

the role of stakeholders and the degree of stakeholder involvement

business scheduling requirements

compare and contrast the key features and capabilities of current industry standard hardware and software products

describe the key features and purpose of diagnostic tools and one or more change management tools

describe the key features of help desk and maintenance practices and procedures

discuss quality assurance practices

analyse the system's current functionality and performance level.

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, and include access to:

industry software packages

technical environment with a variety of operational equipment

technical manuals and 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 best practices for equipment and software maintenance

1.1 Identify equipment and software that are to be maintained, and implement processes to ensure future acquisitions of equipment and software are identified

1.2 Identify vendor documentation, peer organisations or research information detailing best practices in equipment and software maintenance to improve system performance and reliability

1.3 Develop recommended maintenance and operations guidelines for equipment and software maintenance based on the above research

1.4 Obtain requirements from user in the area of equipment maintenance and reliability

1.5 Document procedures for maintenance based on best practices

2. Identify resources to provide equipment and software maintenance

2.1 Identify and record the level of support that can be provided by in-house resources

2.2 Identify and record the support to be supplied by external or third-party organisations

2.3 Develop or update service level agreement (SLA) with internal user and third-party suppliers

3. Revise practices, where appropriate

3.1 Monitor and review maintenance operation

3.2 Identify problem areas, including failures to meet SLAs, and consider changes to maintenance procedures

3.3 Assess changes in consultation with user, support staff and third-party suppliers

3.4 Design and implement improvements to maintenance procedures

Evidence of the ability to:

set up and document the maintenance procedures to keep equipment and software operating

identify resource requirements

document or update service level agreements (SLAs)

revise maintenance procedures.

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:

analyse client business domain including:

the role of stakeholders and the degree of stakeholder involvement

business scheduling requirements

compare and contrast the key features and capabilities of current industry standard hardware and software products

describe the key features and purpose of diagnostic tools and one or more change management tools

describe the key features of help desk and maintenance practices and procedures

discuss quality assurance practices

analyse the system's current functionality and performance level.

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, and include access to:

industry software packages

technical environment with a variety of operational equipment

technical manuals and 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 equipment and software that are to be maintained, and implement processes to ensure future acquisitions of equipment and software are identified 
Identify vendor documentation, peer organisations or research information detailing best practices in equipment and software maintenance to improve system performance and reliability 
Develop recommended maintenance and operations guidelines for equipment and software maintenance based on the above research 
Obtain requirements from user in the area of equipment maintenance and reliability 
Document procedures for maintenance based on best practices 
Identify and record the level of support that can be provided by in-house resources 
Identify and record the support to be supplied by external or third-party organisations 
Develop or update service level agreement (SLA) with internal user and third-party suppliers 
Monitor and review maintenance operation 
Identify problem areas, including failures to meet SLAs, and consider changes to maintenance procedures 
Assess changes in consultation with user, support staff and third-party suppliers 
Design and implement improvements to maintenance procedures 

Forms

Assessment Cover Sheet

ICTSAS416 - Implement maintenance procedures
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

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Result: Competent Not yet competent

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Assessor name:

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Assessment Record Sheet

ICTSAS416 - Implement maintenance procedures

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:

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