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

Elements and Performance Criteria

Review change requests
Modify system according to requested changes
Prepare and deliver training on use of modified system
- Prepare training to meet the needs of client in using the changed system
- Deliver prepared training appropriate to the client

Required Skills

Required skills

analytical skills to

examine system data to select appropriate changes to be carried out

review proposed changes against current and future business requirements

communication skills to

deliver training on use of the modified system

discuss and clarify changes with clients

interact with clients and team members

maintain a client focus

notify clients of status of change

literacy skills to

carry out change requests

conform to manufacturers recommendations

perform recordkeeping for requests and actions

revise technical documentation according to organisational standards

update changemanagement system

planning and organisational skills to

action change requests in a timely manner

develop plans with prioritised tasks and contingency arrangements

manage and prioritise own work

prepare training to meet the needs of the client

Required knowledge

changemanagement tools

clientbusiness domain

features and capabilities of current industryaccepted hardware and software products

helpdesk practices

currentservice level agreements SLAs within or between organisations

quality assurance practices

role of stakeholders and the degree of stakeholder involvement

systems current functionality

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

evaluate and analyse current practices

develop new criteria and procedures for performing current practices

use and update a changemanagement system

review and assess change requirements

plan and implement change procedures according to organisational guidelines and client requirements

prepare and deliver training appropriate to the client

Context of and specific resources for assessment

Assessment must ensure access to

change request documentation

physical system or network

technical manuals and appropriate diagnostic tools

current business requirements

documentation standards

changemanagement system

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

review of candidates plan for modification of the system

direct observation of the candidate testing system changes for performance and identifying and resolving problems

review of candidates technical documentation

direct observation of the candidate delivering training

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.

Hardware may include:	cabling modems or other connectivity devices networks personal computers remote sites servers workstations.
Software may include:	application software: database internet browser spreadsheet word-processing commercial software customised software in-house software programming software: assembler compiler development tools system software: operating system device drivers computer security software.
Help-desk procedures may include:	customer contact centre or general contact point that then consults with a supplier or other technician customer contact centre staffed by technicians capable of solving problems real-time online support web-based support.
System may include:	hardware components within a computer interconnected computers and peripherals software components that run a computer.
Requirements may be in reference to:	business network people in the organisation system.
Client may include:	employee external organisation individual internal department.
Organisational guidelines may include:	communication methods content of emails dispute resolution document procedures and templates downloading information and accessing particular websites financial control mechanisms opening mail with attachments personal use of emails and internet access virus risk.
Technical documentation may include:	brochures help references online help project specifications reports technical manuals training materials and self-paced tutorials user guides.
Standards may include:	International Organization for Standardization (ISO), International Electrotechnical Commission (IEC) and Australian Standards (AS)standards organisational standards project standards.