1. Choose the most appropriate fault finding method
   • Analyse and document the system that requires troubleshooting
   • Identify and apply specifically designed troubleshooting tools for the system
   • Investigate and record generic cyclic fault finding tools
   • Obtain required specialist tools appropriate to the work
2. Analyse the problem to be solved
   • Collect all data relevant to the system as well as signs and symptoms of the problem
   • Organise the collected data to enable an understanding of the status of the system
   • Analyse the data to determine that there is a problem, and the nature of the problem
3. Define the causes of the problem and create a plan of action
   • Create a list of probable causes of the problem
   • Organise causes in order of likelihood
   • Formulate a solution or rectification
   • Rectify probable causes, testing for the success of the solution and record results
4. Review problem and system status
   • Test the system to ensure the problem has been solved and record results
   • Document the problem, its signs and symptoms, and the ultimate solution and load to database of problems/solutions for future reference

Knowledge and skills

Knowledge includes

Broad knowledge of help desk and maintenance practices

Current industryaccepted hardware and software products with broad knowledge of general features and capabilities and detailed knowledge in some areas

Broad knowledge of the role of stakeholders and the degree of stakeholder involvement

Broad general knowledge of the client business domain

Detailed knowledge of the systems current functionality

Broad knowledge of quality assurance practices

One or more change management tools

Broad knowledge of system testing

Broad knowledge of some change control procedures

Detailed knowledge of the system under modification

Skills include

Problem solving skills for a defined range of unpredictable problems involving participation in the development of strategic initiatives

Communication skills in relation to analysis evaluation and presentation of information

Teamwork skills involving the contribution to solutions and goals of a nonroutine or contingency nature

Group facilitation and presentation skills in relation to transferring and collecting information and gaining consensus

Negotiation skills in relation to other team members and applied to a defined range of predictable problems

Report writing skills for business requiring depth in some areas analysis and evaluation of information in a defined range of areas

Change management skills in relation to maintaining the continuity of IT operations and business functions

Customer service skills in relation to reviewing change procedures

Skills in handling difficult clients in relation to reviewing change procedures

Conflict resolution skills in relation to reviewing change procedures

Risk analysis skills in relation to reviewing change procedures

Low level training needs analysis skills

Low level programming skills

Knowledge and skills

Knowledge includes

Broad knowledge of help desk and maintenance practices

Current industryaccepted hardware and software products with broad knowledge of general features and capabilities and detailed knowledge in some areas

Broad knowledge of the role of stakeholders and the degree of stakeholder involvement

Broad general knowledge of the client business domain

Detailed knowledge of the systems current functionality

Broad knowledge of quality assurance practices

One or more change management tools

Broad knowledge of system testing

Broad knowledge of some change control procedures

Detailed knowledge of the system under modification

Skills include

Problem solving skills for a defined range of unpredictable problems involving participation in the development of strategic initiatives

Communication skills in relation to analysis evaluation and presentation of information

Teamwork skills involving the contribution to solutions and goals of a nonroutine or contingency nature

Group facilitation and presentation skills in relation to transferring and collecting information and gaining consensus

Negotiation skills in relation to other team members and applied to a defined range of predictable problems

Report writing skills for business requiring depth in some areas analysis and evaluation of information in a defined range of areas

Change management skills in relation to maintaining the continuity of IT operations and business functions

Customer service skills in relation to reviewing change procedures

Skills in handling difficult clients in relation to reviewing change procedures

Conflict resolution skills in relation to reviewing change procedures

Risk analysis skills in relation to reviewing change procedures

Low level training needs analysis skills

Low level programming skills

The Evidence Guide provides advice on assessment and must be read in conjunction with the Performance Criteria required skills and knowledge the Range Statement and the assessment guidelines for this Training Package

Critical aspects of evidence

Assessment must confirm the ability to choose the best fault finding method for a situationscenario and apply it in a structured methodical manner

Assessment guidance

The purpose of this unit is to define the standard of performance to be achieved in the workplace In undertaking training and assessment activities related to this unit consideration should be given to the implementation of appropriate diversity and accessibility practices in order to accommodate people who may have special needs Additional guidance on these and related matters is provided in ICA Section

The purpose of this unit is to define the standard of performance to be achieved in the workplace. In undertaking training and assessment activities related to this unit, consideration should be given to the implementation of appropriate diversity and accessibility practices in order to accommodate people who may have special needs. Additional guidance on these and related matters is provided in ICA05 Section 1.

Competency in this unit should be assessed using summative assessment to ensure consistency of performance in a range of contexts This unit can be assessed either in the workplace or in a simulated environment However simulated activities must closely reflect the workplace to enable full demonstration of competency

Competency in this unit can be assessed in a live environment provided the assessor has a prior knowledge of the outcome or in a simulated or firewalled environment

Assessment will usually include observation of real or simulated work processes and procedures andor performance in a project context as well as questioning on underpinning knowledge and skills The questioning of team members supervisors subordinates peers and clients where appropriate may provide valuable input to the assessment process The interdependence of units for assessment purposes may vary with the particular project or scenario

In the case of this unit it could be assessed in a holistic manner with

ICASA Evaluate system status

ICAS4109A - Evaluate system status

ICATA Perform unit test for a class

ICAT4242A - Perform unit test for a class

Resources

To demonstrate competency in this unit the person will require access to

system to be diagnosed

diagnostic and fault finding tools

technical and system documentation

Role context

Troubleshooting and fault finding are universal competencies used by most IT practitioners and operate at all stages of the systems life cycle These activities apply procedures for localizing and diagnosing equipment or system malfunctions or anomalies typically by systematic examination progressing from higher to lower levels of assembly

The breadth depth and complexity of knowledge and skills in this competency would cover a broad range of varied activities or application in a wider variety of contexts most of which are complex and nonroutine Leadership and guidance would be involved when organising activities of self and others as well as contributing to technical solutions of a nonroutine or contingency nature

Performance of a broad range of skilled applications including the requirement to evaluate and analyse current practices develop new criteria and procedures for performing current practices and provision of some leadership and guidance to others in the application and planning of the skills would be characteristic

Applications may involve responsibility for and limited organisation of others

An individual demonstrating this competency would be able to

demonstrate understanding of a broad knowledge base incorporating some theoretical concepts

apply solutions to a defined range of unpredictable problems

identify and apply skill and knowledge areas to a wide variety of contexts with depth in some areas

identify analyse and evaluate information from a variety of sources

take responsibility for own outputs in relation to specified quality standards

take limited responsibility for the quantity and quality of the output of others

The Evidence Guide provides advice on assessment and must be read in conjunction with the Performance Criteria required skills and knowledge the Range Statement and the assessment guidelines for this Training Package

Critical aspects of evidence

Assessment must confirm the ability to choose the best fault finding method for a situationscenario and apply it in a structured methodical manner

Assessment guidance

The purpose of this unit is to define the standard of performance to be achieved in the workplace In undertaking training and assessment activities related to this unit consideration should be given to the implementation of appropriate diversity and accessibility practices in order to accommodate people who may have special needs Additional guidance on these and related matters is provided in ICA Section

The purpose of this unit is to define the standard of performance to be achieved in the workplace. In undertaking training and assessment activities related to this unit, consideration should be given to the implementation of appropriate diversity and accessibility practices in order to accommodate people who may have special needs. Additional guidance on these and related matters is provided in ICA05 Section 1.

Competency in this unit should be assessed using summative assessment to ensure consistency of performance in a range of contexts This unit can be assessed either in the workplace or in a simulated environment However simulated activities must closely reflect the workplace to enable full demonstration of competency

Competency in this unit can be assessed in a live environment provided the assessor has a prior knowledge of the outcome or in a simulated or firewalled environment

Assessment will usually include observation of real or simulated work processes and procedures andor performance in a project context as well as questioning on underpinning knowledge and skills The questioning of team members supervisors subordinates peers and clients where appropriate may provide valuable input to the assessment process The interdependence of units for assessment purposes may vary with the particular project or scenario

In the case of this unit it could be assessed in a holistic manner with

ICASA Evaluate system status

ICAS4109A - Evaluate system status

ICATA Perform unit test for a class

ICAT4242A - Perform unit test for a class

Resources

To demonstrate competency in this unit the person will require access to

system to be diagnosed

diagnostic and fault finding tools

technical and system documentation

Role context

Troubleshooting and fault finding are universal competencies used by most IT practitioners and operate at all stages of the systems life cycle These activities apply procedures for localizing and diagnosing equipment or system malfunctions or anomalies typically by systematic examination progressing from higher to lower levels of assembly

The breadth depth and complexity of knowledge and skills in this competency would cover a broad range of varied activities or application in a wider variety of contexts most of which are complex and nonroutine Leadership and guidance would be involved when organising activities of self and others as well as contributing to technical solutions of a nonroutine or contingency nature

Performance of a broad range of skilled applications including the requirement to evaluate and analyse current practices develop new criteria and procedures for performing current practices and provision of some leadership and guidance to others in the application and planning of the skills would be characteristic

Applications may involve responsibility for and limited organisation of others

An individual demonstrating this competency would be able to

demonstrate understanding of a broad knowledge base incorporating some theoretical concepts

apply solutions to a defined range of unpredictable problems

identify and apply skill and knowledge areas to a wide variety of contexts with depth in some areas

identify analyse and evaluate information from a variety of sources

take responsibility for own outputs in relation to specified quality standards

take limited responsibility for the quantity and quality of the output of others

The Range Statement contextualises the unit of competency and provides a focus for assessment. The information provided is intended to define the scope of assessment and to assist assessors define the performance to be achieved by an individual in the workplace. The Range Statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Italicised wording in the Performance Criteria is detailed as follows.