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

ICASAS512A Mapping and Delivery Guide
Review and manage delivery of maintenance services

Version 1.0
Issue Date: March 2024


Qualification -
Unit of Competency ICASAS512A - Review and manage delivery of maintenance services
Description This unit describes the performance outcomes, skills and knowledge required to review and manage the delivery of maintenance services.
Employability Skills This unit contains employability skills.
Learning Outcomes and Application This unit applies to experienced managers, project managers and those with managerial responsibility for delivery of maintenance services.
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: 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
       
Element: Review infrastructure
  • Identify internal support and maintenance options
  • Undertake a review of infrastructure
  • Record areas of discrepancy
       
Element: 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
       
Element: 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
       


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:

analyse and report on faults and restoration performance and compliance with SLA

analyse and prioritise requests according to business requirements

review infrastructure and document discrepancies with expected service delivery

implement cost-effective solutions and evaluate impact.

Context of and specific resources for assessment

Assessment must ensure access to:

sites on which review of delivery of maintenance services may be conducted

established IT service infrastructure

SLAs and business guidelines

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 knowledge of compliance with service level agreement

direct observation of candidate reviewing fault reports, restoration performance and infrastructure discrepancies

review of documentation prepared by candidate for regular assessments with stakeholders, including guidelines, processes and procedures.

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:

analyse risk when reviewing change procedures

compare actual performance with SLA

communication skills to:

facilitate groups to present and collect information and gain consensus on concepts

manage conflicts and handle difficult clients related to reviewing change procedures

negotiate with other team members

provide customer service

literacy skills to:

evaluate and present information

write reports for business

problem-solving skills involving participation in the development of strategic initiatives

teamwork skills to contribute to solutions and goals of a non-routine or contingency nature

technical skills to maintain the continuity of IT operations and business functions during change management.

Required knowledge

business scheduling requirements

capacity planning

change-control procedures

context of changes being implemented

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

general knowledge of the client business domain

help desk and maintenance practices

role of stakeholders and the degree of stakeholder involvement

features and functions of system under modification

system's current functionality.

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.

Service level agreements may relate to:

range of different infrastructure services:

application service providers (ASP)

communications carriers

internet service providers (ISP)

SLAs for vendor products

business processes and requirements

charge back to business units

clearly specified and quantified service levels

evaluation or audit of service levels

expectations regarding servicing

penalties

workload and performance considerations.

Maintenance options may include:

business hours only support

continuous support and technical help

real-time online support

on-site response

remote diagnostics

return to depot

second-level support

telephone support

web-based support.

Stakeholders may include:

development team

project team

sponsor

user.

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
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 
Identify internal support and maintenance options 
Undertake a review of infrastructure 
Record areas of discrepancy 
Compare service standards and infrastructure discrepancies and identify gaps in existing service 
Document discrepancies identified 
Determine cost-effective solutions and impact 
Implement solutions 
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 

Forms

Assessment Cover Sheet

ICASAS512A - Review and manage delivery of maintenance 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

ICASAS512A - Review and manage delivery of maintenance 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: