Required skills

Problem solving skills for a range of unpredictable problems involving ITbased equipment used for clients business activities

Ability to analyse current system practices and system composition and to suggest improvements to them as part of the development of strategic initiatives

Communication skills in relation to analysis evaluation and presentation of information

Teamwork skills involve the contribution to solutions and goals of a nonroutine or contingency nature such as problems that may appear in a networked PC environment LAN and WAN particularly with newly installed equipment

Presentation skills in relation to providing information eg reporting and making recommendations on new models of component maintenance schedules in response to perhaps preexisting inadequate measures

Negotiation skills in relation to clients and applied to a defined range of predictable problems related to maintenance of client equipment

Report writing skills for business involving analysis and evaluation of information in such areas as maintenance schedules for IT equipment level of service required SLA cost and viability response time levels escalation procedures with clients warranty conditions with suppliers and presenting proposals for improvements to the servicing system in general

Change management skills in relation to maintaining the continuity of IT operations and business functions in carrying out upgrading of the system in its service levels or repair or replacement of equipment or software in order to avoid unnecessary disruption to client business activities

Customer service skills in relation to maintaining the continuity of IT operations and business functions

Communication and conflict resolution skills for handling difficult clients

Risk analysis skills in relation to maintaining the continuity of IT operations and business functions

Required knowledge

Broad knowledge of help desk and maintenance practices such as general composition and operation of information database for tracking hardware software and operational issues such as troubleshooting repair and warranty Also knowledge of determining level of support to a client eg support levels one to four

Current industryaccepted hardware and software products with broad knowledge of general features and capabilities and detailed knowledge in areas pertaining to particular client business activity eg help desk software including a database for storing hardware and software details product warranty and service difficulty records such as repair replacement and reconfiguration

General knowledge of the relationships between the stakeholders and the service provider This includes knowing the rights of the stakeholder and the obligations of the learner inferred by the contract of service

Broad knowledge of the client business domain and of the features of the IT system that support the clients business activity

Detailed knowledge of how the system has been set up to process data and what data elements are stored

Broad knowledge of quality assurance practices with reference to maintenance warranty and repair of network equipment and software

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 following is essential

Assessment must confirm the ability to determine maintenance strategies and support processes for maintaining the continuity of IT operations and business functions that relate directly to the core and other business support functions

To demonstrate competency in this unit the learner will require access to

Systems architecture documentation

Warranty documents

Context of and specific resources for assessment

This competency provides for both the determination of an appropriate level of IT technical support and reevaluation of the current service agreement for a client The underlying principle is one of quality assurance and service provision to the client

The breadth depth and complexity covering planning and initiation of alternative approaches to skills or knowledge applications across a broad range of technical andor management requirements evaluation and coordination would be characteristic

The demonstration of competency may also require selfdirected application of knowledge and skills with substantial depth in some areas where judgement is required in planning and selecting appropriate equipment services and techniques for self and others

Assessment must ensure

Applications involve participation in development of strategic initiatives as well as personal responsibility and autonomy in performing complex technical operations or organising others It may include participation in teams including teams concerned with planning and evaluation functions Group or team coordination may also be involved

Method of assessment

The purpose of this unit is to define the standard of performance to be achieved in the workplace In undertaking training and assessment activities related to this unit consideration should be given to the implementation of appropriate diversity and accessibility practices in order to accommodate people who may have special needs Additional guidance on these and related matters is provided in ICA Section

The purpose of this unit is to define the standard of performance to be achieved in the workplace. In undertaking training and assessment activities related to this unit, consideration should be given to the implementation of appropriate diversity and accessibility practices in order to accommodate people who may have special needs. Additional guidance on these and related matters is provided in ICA05 Section 1.

Competency in this unit should be assessed using summative assessment to ensure consistency of performance in a range of contexts This unit can be assessed either in the workplace or in a simulated environment However simulated activities must closely reflect the workplace to enable full demonstration of competency

Assessment will usually include observation of real or simulated work processes and procedures andor performance in a project context as well as questioning on underpinning knowledge and skills The questioning of team members supervisors subordinates peers and clients where appropriate may provide valuable input to the assessment process The interdependence of units for assessment purposes may vary with the particular project or scenario

Guidance information for assessment

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

ICASB Review and manage delivery of maintenance services

ICAS5111B Review and manage delivery of maintenance services

An individual demonstrating this competency would be able to

Demonstrate understanding of a broad knowledge base incorporating theoretical concepts with substantial depth in some areas

Analyse and plan approaches to technical problems or management requirements

Transfer and apply theoretical concepts andor technical or creative skills to a range of situations

Evaluate information using it to forecast for planning or research purposes

Take responsibility for own outputs in relation to broad quantity and quality parameters

Take some responsibility for the achievement of group outcomes

Maintain knowledge of industry products and services

Client may include but is not limited to:

Equipment may include but is not limited to:

Systems architecture may include but is not limited to:

Software may include but is not limited to:

Components may include:

Service-level agreement

Appropriate person may include: