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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 support areas
   • Identify and record information communications technology used in the organisational unit
   • Identify stakeholders of the system
   • Identify organisational structure, culture and politics related to support requirements
   • Determine the level of support required by each organisational unit
2. Develop support procedures
   • Contact organisational units as required to verify support needs
   • Establish procedures for providing required support, including method of contact, frequency of meetings and reporting
   • Document agreed procedures or service level agreement (SLA)
3. Assign support personnel
   • Identify ICT skills required to assist each organisational unit with support activities
   • Assign personnel according to human resource processes
   • Verify availability of selected personnel
   • Provide support using agreed procedures
   • Obtain feedback from appropriate persons on a regular basis

Performance Evidence

Evidence of the ability to:

establish and maintain client liaison

establish and document procedures for providing required support

identify information and communications technology (ICT) skill requirements

assign appropriate support personnel.

Note: Evidence must be provided in at least TWO ICT environments.

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Knowledge Evidence

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

specify adequate response times for providing services

analyse the role of stakeholders in the organisation, and their level of dependence on ICT infrastructure

explain the capabilities of a range of ICT devices

research and evaluate current industry accepted hardware and software products

identify and describe equipment that is vital in supplying business critical services, including:

internet file transaction security for client accounts

web server for e-business

describe in detail the areas related to the organisation’s services and the ICT system functionality required to supply the essential and desirable services to the organisation

describe the quality assurance practices relating to the supplied service and service level agreements (SLAs)

analyse the role of ICT in the client's business domain

identify and describe server types to provide:

application

backup

email

firewall

proxy

web.

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