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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

1. Review service standards
   • Review service level agreements (SLAs)
   • Identify actual fault reporting and restoration performance and compare with SLAs to ensure they meet requirements
   • Record areas of discrepancy
2. Review infrastructure
   • Identify internal support and maintenance options
   • Undertake a review of infrastructure
   • Record areas of discrepancy
3. Determine and implement solutions
   • Compare service standards and infrastructure discrepancies and identify gaps in existing service
   • Document discrepancies identified
   • Determine cost-effective solutions and impact
   • Implement solutions
4. Organise reviews
   • Determine guidelines for regular reviews with stakeholders
   • Undertake reviews as per agreed guidelines
   • Document review process and submit to the stakeholder
   • Ensure effective reporting procedures are in place and used

Required Skills

Required skills

analytical skills to

analyse risk when reviewing change procedures

compare actual performance with SLA

communication skills to

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

manage conflicts and handle difficult clients related to reviewing change procedures

negotiate with other team members

provide customer service

literacy skills to

evaluate and present information

write reports for business

problemsolving skills involving participation 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 during change management

Required knowledge

business scheduling requirements

capacity planning

changecontrol procedures

context of changes being implemented

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

general knowledge of the client business domain

help desk and maintenance practices

role of stakeholders and the degree of stakeholder involvement

features and functions of 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 analyse and report on faults and restoration performance and compliance with SLA analyse and prioritise requests according to business requirements review infrastructure and document discrepancies with expected service delivery implement costeffective solutions and evaluate impact
Context of and specific resources for assessment	Assessment must ensure access to sites on which review of delivery of maintenance services may be conducted established IT service infrastructure SLAs and 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 compliance with service level agreement direct observation of candidate reviewing fault reports restoration performance and infrastructure discrepancies review of documentation prepared by candidate for regular assessments with stakeholders including guidelines processes and 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

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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.

Service level agreements may relate to:	range of different infrastructure services: application service providers (ASP) communications carriers internet service providers (ISP) SLAs for vendor products business processes and requirements charge back to business units clearly specified and quantified service levels evaluation or audit of service levels expectations regarding servicing penalties workload and performance considerations.
Maintenance options may include:	business hours only support continuous support and technical help real-time online support on-site response remote diagnostics return to depot second-level support telephone support web-based support.
Stakeholders may include:	development team project team sponsor user.

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