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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. Choose the most appropriate fault finding method
   • Develop a troubleshooting process to help resolve problems
   • Analyse and document the system that requires troubleshooting
   • Identify available fault finding tools and determine the most appropriate for the identified problem
   • Obtain the required fault finding tools
   • Identify legislation, health and safety requirements, codes, regulations and standards related to the problem area
2. Analyse the problem to be solved
   • Collect data relevant to the system
   • Analyse the data to determine if there is a problem and the nature of the problem
   • Determine specific symptoms of hardware, operating system and printer problems
3. Identify a solution and rectify the problem
   • Formulate a solution and make provision for rollback
   • Systematically test variables until the problem is isolated
   • Rectify the problem
   • Create a list of probable causes of the problem
4. Test system and complete documentation
   • Test the system to ensure the problem has been solved and record results
   • Identify and implement common preventative maintenance techniques to support ongoing maintenance strategies
   • Document the signs and symptoms of the problem and its solution, and load to database of problems or solutions for future reference

Performance Evidence

Evidence of the ability to:

determine the most appropriate fault finding method

document the troubleshooting process

analyse and identify faults

obtain suitable tools and equipment

apply simple checks, tests and fault finding methodologies

apply the recommended means to rectify fault and document results.

Note: Evidence must be provided for at least TWO organisations or situations.

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Knowledge Evidence

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

explain client support and maintenance practices

identify and describe current industry accepted hardware and software products, including features and capabilities

discuss the system's current functionality, including details of the proposed system modifications

describe one or more change management tools

explain the key features of quality assurance practices with regard to locating and troubleshooting information and communications technology (ICT) equipment, system and software faults

outline the change control procedures of the organisation

describe a range of trouble shooting methodologies and system testing tools

list and describe common symptoms of faulty ICT equipment

identify and describe legislative, regulatory, standards or codes of practice that impact on the ICT service sector.

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