Assessor Resource

ICTSAS426
Locate and troubleshoot ICT equipment, system and software faults

Assessment tool

Version 1.0
Issue Date: May 2024


This unit describes the skills and knowledge required to troubleshoot problems and apply systematic processes to fault finding across a wide range of information and communications technology (ICT) disciplines.

It applies to individuals who apply a systematic approach to finding faults, troubleshooting problems and solving issues in a wide range of ICT related areas.

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. Choose the most appropriate fault finding method

1.1 Develop a troubleshooting process to help resolve problems

1.2 Analyse and document the system that requires troubleshooting

1.3 Identify available fault finding tools and determine the most appropriate for the identified problem

1.4 Obtain the required fault finding tools

1.5 Identify legislation, health and safety requirements, codes, regulations and standards related to the problem area

2. Analyse the problem to be solved

2.1 Collect data relevant to the system

2.2 Analyse the data to determine if there is a problem and the nature of the problem

2.3 Determine specific symptoms of hardware, operating system and printer problems

3. Identify a solution and rectify the problem

3.1 Formulate a solution and make provision for rollback

3.2 Systematically test variables until the problem is isolated

3.3 Rectify the problem

3.4 Create a list of probable causes of the problem

4. Test system and complete documentation

4.1 Test the system to ensure the problem has been solved and record results

4.2 Identify and implement common preventative maintenance techniques to support ongoing maintenance strategies

4.3 Document the signs and symptoms of the problem and its solution, and load to database of problems or solutions for future reference

Evidence of the ability to:

determine the most appropriate fault finding method

document the troubleshooting process

analyse and identify faults

obtain suitable tools and equipment

apply simple checks, tests and fault finding methodologies

apply the recommended means to rectify fault and document results.

Note: Evidence must be provided for at least TWO organisations or situations.

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

explain client support and maintenance practices

identify and describe current industry accepted hardware and software products, including features and capabilities

discuss the system's current functionality, including details of the proposed system modifications

describe one or more change management tools

explain the key features of quality assurance practices with regard to locating and troubleshooting information and communications technology (ICT) equipment, system and software faults

outline the change control procedures of the organisation

describe a range of trouble shooting methodologies and system testing tools

list and describe common symptoms of faulty ICT equipment

identify and describe legislative, regulatory, standards or codes of practice that impact on the ICT service sector.

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 special purpose tools, equipment, materials and industry software packages including:

system to be diagnosed

diagnostic and fault finding tools

technical and system documentation

organisational requirements for documenting solution.

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. Choose the most appropriate fault finding method

1.1 Develop a troubleshooting process to help resolve problems

1.2 Analyse and document the system that requires troubleshooting

1.3 Identify available fault finding tools and determine the most appropriate for the identified problem

1.4 Obtain the required fault finding tools

1.5 Identify legislation, health and safety requirements, codes, regulations and standards related to the problem area

2. Analyse the problem to be solved

2.1 Collect data relevant to the system

2.2 Analyse the data to determine if there is a problem and the nature of the problem

2.3 Determine specific symptoms of hardware, operating system and printer problems

3. Identify a solution and rectify the problem

3.1 Formulate a solution and make provision for rollback

3.2 Systematically test variables until the problem is isolated

3.3 Rectify the problem

3.4 Create a list of probable causes of the problem

4. Test system and complete documentation

4.1 Test the system to ensure the problem has been solved and record results

4.2 Identify and implement common preventative maintenance techniques to support ongoing maintenance strategies

4.3 Document the signs and symptoms of the problem and its solution, and load to database of problems or solutions for future reference

Evidence of the ability to:

determine the most appropriate fault finding method

document the troubleshooting process

analyse and identify faults

obtain suitable tools and equipment

apply simple checks, tests and fault finding methodologies

apply the recommended means to rectify fault and document results.

Note: Evidence must be provided for at least TWO organisations or situations.

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

explain client support and maintenance practices

identify and describe current industry accepted hardware and software products, including features and capabilities

discuss the system's current functionality, including details of the proposed system modifications

describe one or more change management tools

explain the key features of quality assurance practices with regard to locating and troubleshooting information and communications technology (ICT) equipment, system and software faults

outline the change control procedures of the organisation

describe a range of trouble shooting methodologies and system testing tools

list and describe common symptoms of faulty ICT equipment

identify and describe legislative, regulatory, standards or codes of practice that impact on the ICT service sector.

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 special purpose tools, equipment, materials and industry software packages including:

system to be diagnosed

diagnostic and fault finding tools

technical and system documentation

organisational requirements for documenting solution.

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
Develop a troubleshooting process to help resolve problems 
Analyse and document the system that requires troubleshooting 
Identify available fault finding tools and determine the most appropriate for the identified problem 
Obtain the required fault finding tools 
Identify legislation, health and safety requirements, codes, regulations and standards related to the problem area 
Collect data relevant to the system 
Analyse the data to determine if there is a problem and the nature of the problem 
Determine specific symptoms of hardware, operating system and printer problems 
Formulate a solution and make provision for rollback 
Systematically test variables until the problem is isolated 
Rectify the problem 
Create a list of probable causes of the problem 
Test the system to ensure the problem has been solved and record results 
Identify and implement common preventative maintenance techniques to support ongoing maintenance strategies 
Document the signs and symptoms of the problem and its solution, and load to database of problems or solutions for future reference 

Forms

Assessment Cover Sheet

ICTSAS426 - Locate and troubleshoot ICT equipment, system and software faults
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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Assessor name:

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Assessment Record Sheet

ICTSAS426 - Locate and troubleshoot ICT equipment, system and software faults

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: