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Elements and Performance Criteria

Classify and monitor change requests
- Receive and record change requests from the client or other sources
- Classify and prioritise change requests according to business guidelines and service level agreements (SLAs)
Determine priority settings
Develop change analysis work plan to develop and implement changes
Confirm change plan is complete and satisfies client
- Conduct feedback session with client groups to ensure change requirements are satisfactory
- Complete follow-up work and make recommendations for changes in procedures or documentation

Required Skills

Required skills

analytical skills to analyse risk when reviewing change requests

communication skills to

facilitate groups to present and collect information and gain consensus on concepts

manage conflicts and handle difficult clients when reviewing change requests

negotiate with other team members

provide customer service

literacy skills to

evaluate and present information

write reports for business

problemsolving skills to participate in the development of strategic initiatives

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

technical skills to maintain the continuity of IT operations and business functions

Required knowledge

client business domain

help desk and maintenance practices

quality assurance practices relating to IT system changes

role of stakeholders and the degree of stakeholder involvement

changemanagement tools

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

detailed knowledge of 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

review change requests and prioritise according to business guidelines and SLAs

evaluate costbenefit analysis including risks to business continuity

develop change plan based on change analysis

review change procedures and make appropriate recommendations

Context of and specific resources for assessment

Assessment must ensure access to

sites on which change requests may be coordinated

SLAs currently used in industry

business guidelines

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 one or more changemanagement systems

direct observation of candidate reviewing infrastructure discrepancies and implementing solutions

review of documentation prepared by candidate including guidelines and processes for regular reviews

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.
Other sources may include:	changes in underlying systems other projects problem reports senior management system enhancements.
Service level agreements may relate to:	business processes and requirements charge back to business units clearly specified and quantified service levels evaluation or audit of service levels expectations regarding servicing many different infrastructure services: application service providers (ASPs) communications carriers internet service providers (ISPs) SLAs for vendor products penalties workload and performance considerations.
System may include:	applications ASP databases gateways ISP operating systems servers.
Stakeholders may include:	development team project team sponsor user.
Documentation may follow:	audit trails International Organization for Standardization (ISO), International Electrotechnical Commission (IEC) and Australian Standards (AS) standards naming standards project management templates report writing principles version control.
Appropriate person may include:	authorised business representative client project manager supervisor.