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Elements and Performance Criteria

Required Skills

Required skills

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

changemanagement skills to maintain the continuity of IT operations and business functions in carrying out system upgrade in its service levels or repair or replacement of equipment or software

communication skills to

liaise with customers in the provision of customer services

provide information report and make recommendations on new models of component maintenance schedules in response to preexisting inadequate measures

initiative and enterprise skills to work as a team member in the development of solutions and goals of a nonroutine or contingency nature

literacy skills to

evaluate and present information

write technical reports 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

planning and organisational skills to contribute to maintenance and continuity of IT operations and business functions

problemsolving skills to participate in development of maintenance strategies

technical skills to determine level of support to a client

Required knowledge

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

current industryaccepted hardware and software products such as helpdesk software including

database for storing hardware and software details

product warranty and service difficulty records such as repair replacement and reconfiguration

help desk and maintenance practices including general composition and operation of information database for tracking hardware software and operational issues

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

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

relationships between the stakeholders and the service provider

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

determine maintenance strategies

put in place support processes for maintaining the continuity of IT operations and business functions

Context of and specific resources for assessment

Assessment must ensure access to

systems architecture documentation

warranty documents

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

industry support strategies

preventative maintenance

preventative maintenance schedule

helpdesk 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.

Client may include:	employee external organisation individual internal department.
Systems architecture may include:	configuration: large memory model requests per second small memory model database software: DB2 Informix Ingres Microsoft Structured Query Language (MS SQL) server Mini SQL (mSQL) MySQL Oracle Sybase operating system: Linux Mac OS multi-user ability Novell NetWare 5 or above Windows 2000 or above.
Equipment may include:	hard drives hubs modems or other connectivity devices, such as digital subscriber line (DSL) modems monitors other peripheral devices personal computers personal digital assistant (PDA) printers switches workstations.
Software may include:	commercial customised in-house packaged.
Components may include:	CD and DVD drives central processing unit (CPU) complementary metal oxide semiconductor (CMOS) battery CPU upgrades drives fax or modem cards interface cards motherboards random access memory (RAM) upgrades.
Service level agreements may include:	business processes and requirements charge back to business units different infrastructure services, including communications carriers, internet service providers (ISPs), application service providers (ASPs) and SLAs for vendor products evaluation or audit of service levels expectations regarding servicing penalties specific and quantity service levels workload and performance considerations.
Appropriate person may include:	authorised business representative client supervisor.