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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. Determine best practices for equipment and software maintenance
   • Identify equipment and software that are to be maintained, and implement processes to ensure future acquisitions of equipment and software are identified
   • Identify vendor documentation, peer organisations or research information detailing best practices in equipment and software maintenance to improve system performance and reliability
   • Develop recommended maintenance and operations guidelines for equipment and software maintenance based on the above research
   • Obtain requirements from user in the area of equipment maintenance and reliability
   • Document procedures for maintenance based on best practices
2. Identify resources to provide equipment and software maintenance
   • Identify and record the level of support that can be provided by in-house resources
   • Identify and record the support to be supplied by external or third-party organisations
   • Develop or update service level agreement (SLA) with internal user and third-party suppliers
3. Revise practices, where appropriate
   • Monitor and review maintenance operation
   • Identify problem areas, including failures to meet SLAs, and consider changes to maintenance procedures
   • Assess changes in consultation with user, support staff and third-party suppliers
   • Design and implement improvements to maintenance procedures

Performance Evidence

Evidence of the ability to:

set up and document the maintenance procedures to keep equipment and software operating

identify resource requirements

document or update service level agreements (SLAs)

revise maintenance procedures.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

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Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

analyse client business domain including:

the role of stakeholders and the degree of stakeholder involvement

business scheduling requirements

compare and contrast the key features and capabilities of current industry standard hardware and software products

describe the key features and purpose of diagnostic tools and one or more change management tools

describe the key features of help desk and maintenance practices and procedures

discuss quality assurance practices

analyse the system's current functionality and performance level.

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