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