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Elements and Performance Criteria

Required Skills

Required skills

analytical skills to analyse routine and nonroutine work processes

communications skills to liaise with users and peers

literacy skills to write business reports

problemsolving skills to address a range of unpredictable operating system problems

technical skills to update operating systems

Required knowledge

detailed knowledge of system software and system tools

overview knowledge of

changemanagement systems

client business domain

OHS requirements related to work safety environmental factors and ergonomic considerations

quality assurance practices with regard to supporting system software

vendor products and trends in product development

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

monitor system software performance according to vendor and organisational benchmarks

maintain system performance to these benchmarks

use a wide range of features and system tools

Context of and specific resources for assessment

Assessment must ensure access to

organisational performance benchmarks

client user requirements

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 knowledge of

system software

benchmark performance

system software tools

direct observation of candidate

liaising with client

upgrading system software

review of candidates call documentation

evaluation of client feedback from candidates communications

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.

Organisational requirements may relate to:	preventative maintenance and diagnostic policy problem solution processes roles and technical responsibilities in the IT department vendor and product service level support agreements work environment.
Disk may include:	CD CD-RW diskettes (floppy disks) DVD RW solid state hard drive zip disk.
System may include:	application service provider applications databases gateways hardware and software components that run a computer ISP operating systems servers.
System requirements may include:	client or user cost constraints environment geography system functionality.
Policies may include:	awareness raising strategies forensic procedures incident response procedures network intrusion detection systems training.
User may include:	department within the organisation person within a department third party.
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.
Security requirements may include:	encryption privacy security levels secure socket layer (SSL) trusted sites.
Network may include:	data large and small LANs private lines internet use of the public switched telephone network (PSTN) for dial-up modems only voice virtual private networks (VPNs) wide area networks (WANs).