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: July 2024
Qualification | - |
Unit of Competency | ICTICT422 - Participate in ICT services |
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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. |
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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 | |
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Elements of Competency | Performance Criteria | |||||||
Element: Prepare to work on a service desk |
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Element: Support a service desk |
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Element: Apply continuous improvement to service desk |
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