• ICAT4221B - Locate equipment, system and software faults

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

ICAT4221B Mapping and Delivery Guide
Locate equipment, system and software faults

Version 1.0
Issue Date: March 2024


Qualification -
Unit of Competency ICAT4221B - Locate equipment, system and software faults
Description This unit defines the competency required to apply systematic principles to fault finding in any field of IT.The following units are linked and form an appropriate cluster:ICAS4109B Evaluate system statusICAT4242B Perform unit test for a classNo licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication.
Employability Skills This unit contains employability skills.
Learning Outcomes and Application
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites
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: Choose the most appropriate fault finding method
  • Analyse and document the system that requires troubleshooting
  • Identify and apply specifically designed troubleshooting tools for the system
  • Investigate and record generic cyclic fault finding tools
  • Obtain required specialist tools appropriate to the work
       
Element: Analyse the problem to be solved
  • Collect all data relevant to the system as well as signs and symptoms of the problem
  • Organise the collected data to enable an understanding of the status of the system
  • Analyse the data to determine that there is a problem, and the nature of the problem
       
Element: Define the causes of the problem and create a plan of action
  • Create a list of probable causes of the problem
  • Organise causes in order of likelihood
  • Formulate a solution or rectification
  • Rectify probable causes, testing for the success of the solution and record results
       
Element: Review problem and system status
  • Test the system to ensure the problem has been solved and record results
  • Document the problem, its signs and symptoms, and the ultimate solution and load to database of problems/solutions for future reference
       


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 following is essential:

Assessment must confirm the ability to choose the best fault finding method for a situation/scenario, and apply it in a structured, methodical manner.

To demonstrate competency in this unit the person will require access to:

System to be diagnosed

Diagnostic and fault finding tools

Technical and system documentation

Context of and specific resources for assessment

Troubleshooting and fault finding are universal competencies used by most IT practitioners and operate at all stages of the systems life cycle. These activities apply procedures for localizing and diagnosing equipment or system malfunctions or anomalies, typically by systematic examination progressing from higher to lower levels of assembly.

The breadth, depth and complexity of knowledge and skills in this competency would cover a broad range of varied activities or application in a wider variety of contexts most of which are complex and non-routine. Leadership and guidance would be involved when organising activities of self and others as well as contributing to technical solutions of a non-routine or contingency nature.

Assessment must ensure:

Performance of a broad range of skilled applications including the requirement to evaluate and analyse current practices, develop new criteria and procedures for performing current practices and provision of some leadership and guidance to others in the application and planning of the skills would be characteristic.

Applications may involve responsibility for, and limited organisation of, others.

Assessment will usually include observation of real or simulated work processes and procedures and/or performance in a project context as well as questioning on underpinning knowledge and skills. The questioning of team members, supervisors, subordinates, peers and clients where appropriate may provide valuable input to the assessment process. The interdependence of units for assessment purposes may vary with the particular project or scenario.

Method of assessment

The purpose of this unit is to define the standard of performance to be achieved in the workplace. In undertaking training and assessment activities related to this unit, consideration should be given to the implementation of appropriate diversity and accessibility practices in order to accommodate people who may have special needs. Additional guidance on these and related matters is provided in ICA05 Section 1.

Competency in this unit should be assessed using summative assessment to ensure consistency of performance in a range of contexts. This unit can be assessed either in the workplace or in a simulated environment. However, simulated activities must closely reflect the workplace to enable full demonstration of competency.

Competency in this unit can be assessed in a live environment provided the assessor has a prior knowledge of the outcome, or in a simulated or fire walled environment.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

ICAS4109B Evaluate system status

ICAT4242B Perform unit test for a class

An individual demonstrating this competency would be able to:

Demonstrate understanding of a broad knowledge base incorporating some theoretical concepts

Apply solutions to a defined range of unpredictable problems

Identify and apply skill and knowledge areas to a wide variety of contexts, with depth in some areas

Identify, analyse and evaluate information from a variety of sources

Take responsibility for own outputs in relation to specified quality standards

Take limited responsibility for the quantity and quality of the output of others

Maintain knowledge of industry products and services


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

Problem solving skills for a defined range of unpredictable problems involving participation in the development of strategic initiatives

Communication skills in relation to analysis, evaluation and presentation of information

Teamwork skills involving the contribution to solutions and goals of a non-routine or contingency nature

Group facilitation and presentation skills in relation to transferring and collecting information and gaining consensus

Negotiation skills in relation to other team members and applied to a defined range of predictable problems

Report writing skills for business requiring depth in some areas, analysis and evaluation of information in a defined range of areas

Change management skills in relation to maintaining the continuity of IT operations and business functions

Customer service skills in relation to reviewing change procedures

Skills in handling difficult clients in relation to reviewing change procedures

Conflict resolution skills in relation to reviewing change procedures

Risk analysis skills in relation to reviewing change procedures

Low level training needs analysis skills

Low level programming skills

Required knowledge

Broad knowledge of help desk and maintenance practices

Current industry-accepted hardware and software products, with broad knowledge of general features and capabilities and detailed knowledge in some areas

Broad knowledge of the role of stakeholders and the degree of stakeholder involvement

Broad general knowledge of the client business domain

Detailed knowledge of the system's current functionality

Broad knowledge of quality assurance practices

One or more change management tools

Broad knowledge of system testing

Broad knowledge of some change control procedures

Detailed knowledge of the system under modification

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.

System may include but is not limited to:

hardware and software components that run a computer or network

Fault finding tool

For networking: Ping, trace route, Telnet, protocol analysers, operating system tools, mapping tools, the OSI layered model

For programming: Trace, debug, break points, compilers

For systems analysts: There are no specific tools for systems analysts, they are the conduit between the implementers (programmers or net workers) and the users. They may have to review design criteria after user feedback to improve system performance or rectify faults in design or implementation

Problem may be in reference to:

problems with the business

system

network

people in the organisation

Solution may include but is not limited to:

new hardware

hardware upgrades

new software

software upgrades

user training

business processes

implementing a new system

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
Analyse and document the system that requires troubleshooting 
Identify and apply specifically designed troubleshooting tools for the system 
Investigate and record generic cyclic fault finding tools 
Obtain required specialist tools appropriate to the work 
Collect all data relevant to the system as well as signs and symptoms of the problem 
Organise the collected data to enable an understanding of the status of the system 
Analyse the data to determine that there is a problem, and the nature of the problem 
Create a list of probable causes of the problem 
Organise causes in order of likelihood 
Formulate a solution or rectification 
Rectify probable causes, testing for the success of the solution and record results 
Test the system to ensure the problem has been solved and record results 
Document the problem, its signs and symptoms, and the ultimate solution and load to database of problems/solutions for future reference 

Forms

Assessment Cover Sheet

ICAT4221B - Locate equipment, system and software faults
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

ICAT4221B - Locate equipment, system and software faults

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: