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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

Performance Evidence

Evidence of the ability to:

analyse and report on faults and restoration performance

comply with service level agreement (SLA)

review infrastructure and document discrepancies

analyse and prioritise requests according to business requirements

implement cost effective solutions and evaluate impact.

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:

describe and explain business scheduling requirements

discuss capacity planning and change-control procedures

compare and contrast current industry accepted hardware and software products, including their general features and capabilities

outline key features of the client business domain

evaluate help desk and maintenance practices

analyse the role of stakeholders and the degree of stakeholder involvement

describe the system's current functionality and the features and functions of system under modification.

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