Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

ICAICT713A Mapping and Delivery Guide
Manage IT services

Version 1.0
Issue Date: March 2024


Qualification -
Unit of Competency ICAICT713A - Manage IT services
Description This unit describes the performance outcomes, skills and knowledge required to apply the principles of service quality management and to develop a code of practice for information technology (IT) service management.
Employability Skills This unit contains employability skills.
Learning Outcomes and Application This unit applies to individuals who work in senior IT service roles and are responsible for managing an IT service.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites Not applicable.
Competency Field
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities
Slides
PPT
Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: Prepare to manage IT services
  • Identify quality requirement principles to provide IT service provision according to business needs and expectations
  • Research and evaluate appropriate service processes
  • Analyse continual improvement processes to align and realign IT services to business needs
       
Element: Develop quality requirements for IT service management
  • Identify specific quality requirements to improve service management processes
  • Align IT services with the business, applying service management concepts
  • Develop strategies for control, delivery and support of IT services
       
Element: Develop a code of practice for IT service management
  • Research and evaluate best practice processes
  • Document best practice for IT service management
  • Implement identified best practice processes
  • Evaluate, monitor and improve IT service management
       


Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the ability to:

develop and implement procedures and processes to improve the quality of IT service management

evaluate, monitor and improve IT service management.

Context of and specific resources for assessment

Assessment must ensure access to:

current service organisational chart

current service logs and procedures

organisational mission statement

appropriate learning and assessment support when required

modified equipment for people with special needs.

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

verbal or written questioning to assess candidate’s knowledge of service management principles

review of candidate's documented strategies for delivery and support of IT services

evaluation of candidate's code of practice for IT service management.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, where appropriate.

Assessment processes and techniques must be culturally appropriate, and suitable to the communication skill level, language, literacy and numeracy capacity of the candidate and the work being performed.

Indigenous people and other people from a non-English speaking background may need additional support.

In cases where practical assessment is used it should be combined with targeted questioning to assess required knowledge.


Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)


Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

Required skills

analytical skills to evaluate best practice processes in IT service management

communication skills to liaise with internal and external personnel on technical, operational and business-related matters

literacy skills to:

develop enterprise procedures, manuals and specifications

interpret technical documentation

write reports in required formats

planning and organisational skills to plan, prioritise and monitor own work and that of others

problem-solving and contingency-management skills to adapt procedures to local requirements and reconfigure depending on differing operational contingencies, risk situations and environments

research skills to research industry best practice.

Required knowledge

detailed knowledge of:

IT service management

quality assurance procedures in IT services

industry best practice processes in IT services

overview knowledge of:

basic technical terminology in relation to service management.

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Quality requirement principles may include:

Capability Maturity Model Integration (CMMI)

ISO standard 17025/IEC standard 20000.

Service management processes may include:

availability management

capacity management

change management

configuration management

continuity management

incident management

problem management

release management

security management.

Service management conceptsmay include:

CMMI

Six Sigma Business Process Management

total quality management (TQM).

IT services may include:

application management

information and communications technology (ICT) infrastructure management

security management

service delivery

service support

software asset management.

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Identify quality requirement principles to provide IT service provision according to business needs and expectations 
Research and evaluate appropriate service processes 
Analyse continual improvement processes to align and realign IT services to business needs 
Identify specific quality requirements to improve service management processes 
Align IT services with the business, applying service management concepts 
Develop strategies for control, delivery and support of IT services 
Research and evaluate best practice processes 
Document best practice for IT service management 
Implement identified best practice processes 
Evaluate, monitor and improve IT service management 

Forms

Assessment Cover Sheet

ICAICT713A - Manage IT services
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:


Assessment Record Sheet

ICAICT713A - Manage IT services

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: