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 support areas | 1.1 Identify and record information communications technology used in the organisational unit 1.2 Identify stakeholders of the system 1.3 Identify organisational structure, culture and politics related to support requirements 1.4 Determine the level of support required by each organisational unit |
2. Develop support procedures | 2.1 Contact organisational units as required to verify support needs 2.2 Establish procedures for providing required support, including method of contact, frequency of meetings and reporting 2.3 Document agreed procedures or service level agreement (SLA) |
3. Assign support personnel | 3.1 Identify ICT skills required to assist each organisational unit with support activities 3.2 Assign personnel according to human resource processes 3.3 Verify availability of selected personnel 3.4 Provide support using agreed procedures 3.5 Obtain feedback from appropriate persons on a regular basis |
Evidence of the ability to:
establish and maintain client liaison
establish and document procedures for providing required support
identify information and communications technology (ICT) skill requirements
assign appropriate support personnel.
Note: Evidence must be provided in at least TWO ICT environments.
To complete the unit requirements safely and effectively, the individual must:
specify adequate response times for providing services
analyse the role of stakeholders in the organisation, and their level of dependence on ICT infrastructure
explain the capabilities of a range of ICT devices
research and evaluate current industry accepted hardware and software products
identify and describe equipment that is vital in supplying business critical services, including:
internet file transaction security for client accounts
web server for e-business
describe in detail the areas related to the organisation’s services and the ICT system functionality required to supply the essential and desirable services to the organisation
describe the quality assurance practices relating to the supplied service and service level agreements (SLAs)
analyse the role of ICT in the client's business domain
identify and describe server types to provide:
application
backup
email
firewall
proxy
web.
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 and materials
industry software packages
agreed procedures or SLAs
documented support requirements
technical records and documentation.
Assessors must satisfy NVR/AQTF assessor requirements.