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Elements and Performance Criteria

  1. Determine maintenance methodologies and repositories
  2. Implement change-management system
  3. Report review of results

Required Skills

Required skills

communication skills to liaise with customers and present information to users

initiative and enterprise skills to

maintain the continuity of information and communications technology ICT operations and business functions

resolve conflict while undertaking change procedures

review change procedures

literacy skills to

document the expected impact to the user base

document the expected outcomes of modifications

prepare modification request forms

prepare reports

report review of results

update and amend documentation and repositories

planning and organisational skills to contribute to solutions and goals of a nonroutine or contingency nature

problemsolving skills to develop new backup procedures

technical skills to undertake lowlevel programming

Required knowledge

change control procedures

client business domain

current industryaccepted hardware and software products including their general features and capabilities

help desk and maintenance practices

quality assurance practices

role of stakeholders and the degree of stakeholder involvement

system testing

features and functions of the system under modification

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

identify the required modification

itemise the expected outcomes of the modification

demonstrate the steps involved in the implementation of the modification

document the modification

Context of and specific resources for assessment

Assessment must ensure access to

live system

benchmarking and testing tools

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

direct observation of

candidate undertaking implementation of changemanagement system

candidate determining the backup and blackout strategies

verbal or written questioning to assess candidates knowledge of

managing resolution of system faults on a live system

implications of success and failure of proposed modifications

required steps or procedures

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.

Modification may include:

assistance

enhancement

error correction

system recovery.

System may include:

hardware components that run a computer

software components that run a computer.

Repositories may include:

central repository

databases

program library.

Standards may include:

International Organization for Standardization (ISO), International Electrotechnical Commission (IEC) and Australian Standards (AS) standards

organisational standards

project standards.

User may include:

department within the organisation

person within a department

third party.

Reporting 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 the problem

real-time online support

web-based support.

Appropriate person may include:

authorised business representative

client

project manager

supervisor.

Documentation may include:

collection of records that describe the structure

hardware device

maintenance and data requirements for a computer program

operating system

operation

purpose.