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

ICTICT422 Mapping and Delivery Guide
Participate in ICT services

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency ICTICT422 - Participate in ICT services
Description
Employability Skills
Learning Outcomes and Application This unit describes the skills and knowledge required to apply the principles of service management when working in an information and communications technology (ICT) service desk environment.It applies to individuals who work in ICT service roles and are responsible for providing ICT service desk support.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.

Gather evidence to demonstrate consistent performance in conditions that are safe and replicate the workplace. Noise levels, production flow, interruptions and time variances must be typical of those experienced in the general ICT industry, and include access to:

an ICT service desk environment

current service logs and procedures

service desk software

customer contact technologies currently used in industry.

Assessors must satisfy NVR/AQTF assessor requirements.
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: Prepare to work on a service desk
  • Identify policy and procedures of service desk quality
  • Apply concepts and terminology associated with a service desk environment
  • Use appropriate service principles
       
Element: Support a service desk
  • Use service desk systems to open a new service call
  • Inform customer of the progress of the call using service principles
  • Escalate a service desk call following service principles
  • Implement service desk closure principles
  • Seek user feedback following closure of a service desk call
       
Element: Apply continuous improvement to service desk
  • Review service desk records
  • Plan methods of improving performance
  • Document proposed improvements and submit to appropriate person
       


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.

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Prepare to work on a service desk

1.1 Identify policy and procedures of service desk quality

1.2 Apply concepts and terminology associated with a service desk environment

1.3 Use appropriate service principles

2. Support a service desk

2.1 Use service desk systems to open a new service call

2.2 Inform customer of the progress of the call using service principles

2.3 Escalate a service desk call following service principles

2.4 Implement service desk closure principles

2.5 Seek user feedback following closure of a service desk call

3. Apply continuous improvement to service desk

3.1 Review service desk records

3.2 Plan methods of improving performance

3.3 Document proposed improvements and submit to appropriate person

Evidence of the ability to:

provide service desk support

plan and document strategies to improve service desk performance.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

To complete the unit requirements safely and effectively, the individual must:

outline:

enterprise escalation policy and procedures

industry best practice in information and communications technology (ICT) service desk support

identify and describe:

basic technical service management terminology

legislation, codes of practice and other formal agreements that directly impact on resolution processes

quality assurance of processes and procedures relating to service desk

service management relating to service desk.

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.

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Prepare to work on a service desk

1.1 Identify policy and procedures of service desk quality

1.2 Apply concepts and terminology associated with a service desk environment

1.3 Use appropriate service principles

2. Support a service desk

2.1 Use service desk systems to open a new service call

2.2 Inform customer of the progress of the call using service principles

2.3 Escalate a service desk call following service principles

2.4 Implement service desk closure principles

2.5 Seek user feedback following closure of a service desk call

3. Apply continuous improvement to service desk

3.1 Review service desk records

3.2 Plan methods of improving performance

3.3 Document proposed improvements and submit to appropriate person

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 policy and procedures of service desk quality 
Apply concepts and terminology associated with a service desk environment 
Use appropriate service principles 
Use service desk systems to open a new service call 
Inform customer of the progress of the call using service principles 
Escalate a service desk call following service principles 
Implement service desk closure principles 
Seek user feedback following closure of a service desk call 
Review service desk records 
Plan methods of improving performance 
Document proposed improvements and submit to appropriate person 

Forms

Assessment Cover Sheet

ICTICT422 - Participate in ICT 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

ICTICT422 - Participate in ICT 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: