Google Links

Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

  1. Prepare to manage IT services
  2. Develop quality requirements for IT service management
  3. Develop a code of practice for IT service management

Required Skills

Required skills

analytical skills to evaluate best practice processes in IT service management

communication skills to liaise with internal and external personnel on technical operational and businessrelated matters

literacy skills to

develop enterprise procedures manuals and specifications

interpret technical documentation

write reports in required formats

planning and organisational skills to plan prioritise and monitor own work and that of others

problemsolving and contingencymanagement skills to adapt procedures to local requirements and reconfigure depending on differing operational contingencies risk situations and environments

research skills to research industry best practice

Required knowledge

detailed knowledge of

IT service management

quality assurance procedures in IT services

industry best practice processes in IT services

overview knowledge of

basic technical terminology in relation to service management

Evidence Required

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria required skills and knowledge range statement and the Assessment Guidelines for the Training Package

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the ability to

develop and implement procedures and processes to improve the quality of IT service management

evaluate monitor and improve IT service management

Context of and specific resources for assessment

Assessment must ensure access to

current service organisational chart

current service logs and procedures

organisational mission statement

appropriate learning and assessment support when required

modified equipment for people with special needs

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge The following examples are appropriate for this unit

verbal or written questioning to assess candidates knowledge of service management principles

review of candidates documented strategies for delivery and support of IT services

evaluation of candidates code of practice for IT service management

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector workplace and job role is recommended where appropriate

Assessment processes and techniques must be culturally appropriate and suitable to the communication skill level language literacy and numeracy capacity of the candidate and the work being performed

Indigenous people and other people from a nonEnglish speaking background may need additional support

In cases where practical assessment is used it should be combined with targeted questioning to assess required knowledge


Range Statement

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Quality requirement principles may include:

Capability Maturity Model Integration (CMMI)

ISO standard 17025/IEC standard 20000.

Service management processes may include:

availability management

capacity management

change management

configuration management

continuity management

incident management

problem management

release management

security management.

Service management conceptsmay include:

CMMI

Six Sigma Business Process Management

total quality management (TQM).

IT services may include:

application management

information and communications technology (ICT) infrastructure management

security management

service delivery

service support

software asset management.