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