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Elements and Performance Criteria

1. Maintain performance of hardware and software
   • Systems effectiveness is monitored and evaluated to ensure it meets organisational and system requirements
   • Operating system, drive and disk structure, reports and files are used to identify performance problems
   • Disk drives and peripherals are maintained according to manufacturers' and organisational requirements
   • Consumables are replaced in accordance with the manufacturers' and organisational requirements
   • Software applications are installed and operated in accordance with developers' and organisational requirements
2. Provide basic system administration
   • System back up procedure is carried out at regular intervals according to organisational and system requirements
   • Security access procedures are maintained in line with organisational requirements
   • Licence for use of software is used, checked and recorded in accordance with organisational requirements
   • Virus systems are maintained and updated on a regular basis in accordance with organisational requirements
3. Identify future technology requirements
   • Sources of information about new technology are accessed to maintain knowledge in current technology
   • Feedback from clients and colleagues is used to identify and develop improved technology systems
   • Existing technology is assessed against newly available technology to determine future needs and priorities
   • New technologies are identified and selected to achieve and maintain continuous organisational development
   • Management and budget approval is obtained for new technologies identified and selected

Required Skills

Not applicable

Evidence Required

The Evidence Guide identifies the critical aspects underpinning knowledge and skills to be demonstrated to confirm competency for this unit This is an integral part of the assessment of competency and should be read in conjunction with the Range Statement

Critical Aspects of Evidence

Evaluating and mapping network operations

Reviewing compliance with system protocols

Installing software and hardware

Organising and accessing software materials and consumables

Maintaining virus backup and security systems in line with organisational requirements

Identifying new technologies which match the future needs of the organisation

Underpinning Knowledge

At this level the learner must demonstrate understanding of a broad knowledge base incorporating some theoretical concepts

The relevant legislation from all levels of government that affects business operation especially in regard to Occupational Health and Safety and environmental issues equal opportunity industrial relations and antidiscrimination

Knowledge of the costs and benefits of technology maintenance strategies

Knowledge of organisations operating systems including knowledge of networks

Principles of developing a maintenance schedule for a network

Knowledge of back up and security procedures maintenance and diagnostic procedures licensing and installation and purchasing procedures

Understanding current industry accepted hardware and software products including knowledge of general features and capabilities

Understanding organisational business plans goals and directions

Understanding methods and processes to prepare budget and cost analysis

Knowledge of access protocols eg internet TPTCP

Underpinning Skills

Literacy skills to interpret and evaluate the purposes and objectives of various uses of technology display logical organisation of written information

Research and analysis skills to analyse and identify organisations future technology requirements

Problem solving skills for common network problems

Report writing skills to organise information from a range of sources to form recommendations

Analytical skills in relation to systems administration

Diagnostic skills in relation to identifying problems or faults

Decision making skills for purchasing of new technology

Interpersonal skills for cooperating with others on system use

Presentation skills for explaining the operation of technology in a business environment

Ability to relate to people from a range of social cultural and ethnic backgrounds and physical and mental abilities

Resource Implications

The learner and trainer should have access to appropriate documentation and resources normally used in the workplace

Consistency of Performance

In order to achieve consistency of performance evidence should be collected over a set period of time which is sufficient to include dealings with an appropriate range and variety of situations

Contexts of Assessment

Competency is demonstrated by performance of all stated criteria including paying particular attention to the critical aspects and the knowledge and skills elaborated in the Evidence Guide and within the scope as defined by the Range Statement

Assessment must take account of the endorsed assessment guidelines in the Business Services Training Package

Assessment of performance requirements in this unit should be undertaken in an actual workplace or simulated environment

Assessment should reinforce the integration of the key competencies and the Business Services Common Competencies for the particular AQF Level Refer to the Key Competency Levels at the end of this unit

Key Competency Levels

Collecting analysing and organising information Level to formulate recommendations

Communicating ideas and information Level with members of the work team

Planning and organising activities Level to maintain business technology

Working with teams and others Level in completing scheduled tasks

Using mathematical ideas and techniques Level as an aid to measure and schedule tasks

Solving problems Level to identify future technology requirements

Using technology Level to complete allocated tasks

The Evidence Guide identifies the critical aspects underpinning knowledge and skills to be demonstrated to confirm competency for this unit This is an integral part of the assessment of competency and should be read in conjunction with the Range Statement

Critical Aspects of Evidence

Evaluating and mapping network operations

Reviewing compliance with system protocols

Installing software and hardware

Organising and accessing software materials and consumables

Maintaining virus backup and security systems in line with organisational requirements

Identifying new technologies which match the future needs of the organisation

Underpinning Knowledge

At this level the learner must demonstrate understanding of a broad knowledge base incorporating some theoretical concepts

The relevant legislation from all levels of government that affects business operation especially in regard to Occupational Health and Safety and environmental issues equal opportunity industrial relations and antidiscrimination

Knowledge of the costs and benefits of technology maintenance strategies

Knowledge of organisations operating systems including knowledge of networks

Principles of developing a maintenance schedule for a network

Knowledge of back up and security procedures maintenance and diagnostic procedures licensing and installation and purchasing procedures

Understanding current industry accepted hardware and software products including knowledge of general features and capabilities

Understanding organisational business plans goals and directions

Understanding methods and processes to prepare budget and cost analysis

Knowledge of access protocols eg internet TPTCP

Underpinning Skills

Literacy skills to interpret and evaluate the purposes and objectives of various uses of technology display logical organisation of written information

Research and analysis skills to analyse and identify organisations future technology requirements

Problem solving skills for common network problems

Report writing skills to organise information from a range of sources to form recommendations

Analytical skills in relation to systems administration

Diagnostic skills in relation to identifying problems or faults

Decision making skills for purchasing of new technology

Interpersonal skills for cooperating with others on system use

Presentation skills for explaining the operation of technology in a business environment

Ability to relate to people from a range of social cultural and ethnic backgrounds and physical and mental abilities

Resource Implications

The learner and trainer should have access to appropriate documentation and resources normally used in the workplace

Consistency of Performance

In order to achieve consistency of performance evidence should be collected over a set period of time which is sufficient to include dealings with an appropriate range and variety of situations

Contexts of Assessment

Competency is demonstrated by performance of all stated criteria including paying particular attention to the critical aspects and the knowledge and skills elaborated in the Evidence Guide and within the scope as defined by the Range Statement

Assessment must take account of the endorsed assessment guidelines in the Business Services Training Package

Assessment of performance requirements in this unit should be undertaken in an actual workplace or simulated environment

Assessment should reinforce the integration of the key competencies and the Business Services Common Competencies for the particular AQF Level Refer to the Key Competency Levels at the end of this unit

Key Competency Levels

Collecting analysing and organising information Level to formulate recommendations

Communicating ideas and information Level with members of the work team

Planning and organising activities Level to maintain business technology

Working with teams and others Level in completing scheduled tasks

Using mathematical ideas and techniques Level as an aid to measure and schedule tasks

Solving problems Level to identify future technology requirements

Using technology Level to complete allocated tasks

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Range Statement

The Range Statement provides advice to interpret the scope and context of this unit of competency, allowing for differences between enterprises and workplaces. It relates to the unit as a whole and facilitates holistic assessment. The following variables may be present for this particular unit:

Legislation, codes and national standards relevant to the workplace which may include:

award and enterprise agreements and relevant industrial instruments

relevant legislation from all levels of government that affects business operation, especially in regard to Occupational Health and Safety and environmental issues, equal opportunity, industrial relations and anti-discrimination

relevant industry codes of practice

Organisational and system requirements may include:

quality assurances and/or procedures manuals

back up procedures

security and confidentiality procedures

legal and organisational policy/guidelines and requirements

storage retrieval and type of product licenses

storage of information technology documentation

register of licenses

Occupational Health and Safety policies, procedures and programs

code of conduct

ethical standards

maintenance of customised software

updating of virus protection systems

Disk drives and peripherals maintenance may include:

creating more free space on the hard disk

reviewing programs

deleting unwanted files

cleaning dust from internal and external surfaces

backing up files before major maintenance

checking hard drive for errors

defragmenting the hard disk

using up-to-date anti-virus programs

Consumables may include:

printer ribbons and cartridges

print heads

disks

magnetic tape and cassettes

print media

Software may include:

word processing applications

spreadsheet applications

accounting applications

database applications

presentation applications

internet/intranet/extranet related programs

Information sources on new technology may include:

industry associations

seminars, workshops and training sessions

the internet

computer magazines and journals

trade fairs

computer software designers

computer hardware manufacturers

internal/external clients

retail outlets

Technology may include:

computers

modems

software

client services

data transfer devices

scanners

photocopiers

printers

Improved technology systems may include:

access protocols

cable data transmissions

delivery and installation systems

maintenance options

multi-media

networking options

resource usage monitoring

The Range Statement provides advice to interpret the scope and context of this unit of competency, allowing for differences between enterprises and workplaces. It relates to the unit as a whole and facilitates holistic assessment. The following variables may be present for this particular unit:

Legislation, codes and national standards relevant to the workplace which may include:

award and enterprise agreements and relevant industrial instruments

relevant legislation from all levels of government that affects business operation, especially in regard to Occupational Health and Safety and environmental issues, equal opportunity, industrial relations and anti-discrimination

relevant industry codes of practice

Organisational and system requirements may include:

quality assurances and/or procedures manuals

back up procedures

security and confidentiality procedures

legal and organisational policy/guidelines and requirements

storage retrieval and type of product licenses

storage of information technology documentation

register of licenses

Occupational Health and Safety policies, procedures and programs

code of conduct

ethical standards

maintenance of customised software

updating of virus protection systems

Disk drives and peripherals maintenance may include:

creating more free space on the hard disk

reviewing programs

deleting unwanted files

cleaning dust from internal and external surfaces

backing up files before major maintenance

checking hard drive for errors

defragmenting the hard disk

using up-to-date anti-virus programs

Consumables may include:

printer ribbons and cartridges

print heads

disks

magnetic tape and cassettes

print media

Software may include:

word processing applications

spreadsheet applications

accounting applications

database applications

presentation applications

internet/intranet/extranet related programs

Information sources on new technology may include:

industry associations

seminars, workshops and training sessions

the internet

computer magazines and journals

trade fairs

computer software designers

computer hardware manufacturers

internal/external clients

retail outlets

Technology may include:

computers

modems

software

client services

data transfer devices

scanners

photocopiers

printers

Improved technology systems may include:

access protocols

cable data transmissions

delivery and installation systems

maintenance options

multi-media

networking options

resource usage monitoring

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