Assessor Resource

ICTSAS511
Prioritise ICT change requests

Assessment tool

Version 1.0
Issue Date: May 2024


This unit describes the skills and knowledge required to analyse and prioritise change requests as part of managing information and communications technology (ICT) systems that undergo continual change.

It applies to experienced individuals who provide technical advice, guidance and leadership in resolution of specified problems, and may have responsibility for organising others.

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. Classify and monitor change requests

1.1 Receive and record change requests from the client or other sources

1.2 Classify and prioritise change requests according to business guidelines and service level agreements (SLAs)

2. Determine priority settings

2.1 Identify risks to business continuity and prioritise changes that reduce risks for implementation

2.2 Evaluate costs and benefits of implementing changes against the current system

2.3 Examine benefits and costs of how and when a change is made, including risks to business continuity

2.4 Schedule change analysis according to business down periods and periods of business-critical activities

3. Develop change analysis work plan to develop and implement changes

3.1 Analyse similar change requests that might be developed and implemented simultaneously

3.2 Determine impact to the system and organisation of methodology and timing of change

3.3 Notify reason for the change to key stakeholders

3.4 Determine resources necessary to carry out the change development, taking into account time and cost constraints

3.5 Develop a change plan based on change analysis

3.6 Review change-plan documentation to ensure it is completed according to system documentation standards

3.7 Forward change plan to appropriate person for consideration and decision

4. Confirm change plan is complete and satisfies client

4.1 Conduct feedback session with client groups to ensure change requirements are satisfactory

4.2 Complete follow-up work and make recommendations for changes in procedures or documentation

Evidence of the ability to:

review change requests and prioritise according to business guidelines and service level agreements (SLAs)

evaluate cost-benefit analysis, including risks to business continuity

develop change analysis work plan

review change procedures and make appropriate recommendations.

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

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

describe the client business domain

analyse help desk and maintenance practices

explain the quality assurance practices relating to information and communications technology (ICT) system changes

discuss the role of stakeholders and the degree of stakeholder involvement

compare and contrast key features and capabilities of current industry accepted hardware and software products, including change management tools

analyse the system's current functionality

describe the purpose and features of SLAs.

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

sites on which change requests may be coordinated

SLAs currently used in industry

business guidelines.

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. Classify and monitor change requests

1.1 Receive and record change requests from the client or other sources

1.2 Classify and prioritise change requests according to business guidelines and service level agreements (SLAs)

2. Determine priority settings

2.1 Identify risks to business continuity and prioritise changes that reduce risks for implementation

2.2 Evaluate costs and benefits of implementing changes against the current system

2.3 Examine benefits and costs of how and when a change is made, including risks to business continuity

2.4 Schedule change analysis according to business down periods and periods of business-critical activities

3. Develop change analysis work plan to develop and implement changes

3.1 Analyse similar change requests that might be developed and implemented simultaneously

3.2 Determine impact to the system and organisation of methodology and timing of change

3.3 Notify reason for the change to key stakeholders

3.4 Determine resources necessary to carry out the change development, taking into account time and cost constraints

3.5 Develop a change plan based on change analysis

3.6 Review change-plan documentation to ensure it is completed according to system documentation standards

3.7 Forward change plan to appropriate person for consideration and decision

4. Confirm change plan is complete and satisfies client

4.1 Conduct feedback session with client groups to ensure change requirements are satisfactory

4.2 Complete follow-up work and make recommendations for changes in procedures or documentation

Evidence of the ability to:

review change requests and prioritise according to business guidelines and service level agreements (SLAs)

evaluate cost-benefit analysis, including risks to business continuity

develop change analysis work plan

review change procedures and make appropriate recommendations.

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

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

describe the client business domain

analyse help desk and maintenance practices

explain the quality assurance practices relating to information and communications technology (ICT) system changes

discuss the role of stakeholders and the degree of stakeholder involvement

compare and contrast key features and capabilities of current industry accepted hardware and software products, including change management tools

analyse the system's current functionality

describe the purpose and features of SLAs.

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

sites on which change requests may be coordinated

SLAs currently used in industry

business guidelines.

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
Receive and record change requests from the client or other sources 
Classify and prioritise change requests according to business guidelines and service level agreements (SLAs) 
Identify risks to business continuity and prioritise changes that reduce risks for implementation 
Evaluate costs and benefits of implementing changes against the current system 
Examine benefits and costs of how and when a change is made, including risks to business continuity 
Schedule change analysis according to business down periods and periods of business-critical activities 
Analyse similar change requests that might be developed and implemented simultaneously 
Determine impact to the system and organisation of methodology and timing of change 
Notify reason for the change to key stakeholders 
Determine resources necessary to carry out the change development, taking into account time and cost constraints 
Develop a change plan based on change analysis 
Review change-plan documentation to ensure it is completed according to system documentation standards 
Forward change plan to appropriate person for consideration and decision 
Conduct feedback session with client groups to ensure change requirements are satisfactory 
Complete follow-up work and make recommendations for changes in procedures or documentation 

Forms

Assessment Cover Sheet

ICTSAS511 - Prioritise ICT change requests
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Assessment Record Sheet

ICTSAS511 - Prioritise ICT change requests

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