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

ICTSAS410 Mapping and Delivery Guide
Identify and resolve client ICT problems

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency ICTSAS410 - Identify and resolve client ICT problems
Description
Employability Skills
Learning Outcomes and Application This unit describes the skills and knowledge required to record and prioritise client support activities, determine the required resources, solve client information and communications technology (ICT) problems or escalate as necessary.It applies to experienced individuals who apply specialised and technical knowledge and have responsibility for providing support to end users.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.
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: Determine client problems
  • Determine client problem by using questioning or other techniques
  • Document responses of client for follow-up action
  • Examine logged requests to determine specific requirements
  • Take action where required to gain further information
  • Refer to a database of known problems to identify possible resolution options
       
Element: Prioritise client problems
  • Determine scale of the problem based on information gathered
  • Establish and record relevant constraints
  • Undertake an impact analysis of the problem to determine severity and risks
  • 2.4 Prioritise problem according to organisation's escalation procedures
  • Provide advice and support to the client from database of known problems, where appropriate
       
Element: Refer problems where required
  • Investigate and apply appropriate process to follow when referring problems to third parties
  • Provide third party with client and problem details as required
  • Document advice and support provided by third party according to organisational guidelines, where appropriate
       
Element: Carry out maintenance
  • Obtain appropriate components for resolution in line with organisational guidelines
  • Complete maintenance in line with organisational guidelines
  • Store or dispose of used components following organisational environmental guidelines
       
Element: Prepare maintenance report
  • Prepare a maintenance report, including information about problems and resolution action
  • Forward maintenance report to client for feedback
       
Element: Confirm problem resolution
  • Obtain feedback from client to ensure requirements have been met
  • Forward client feedback to appropriate person for sign-off and record in known problems database as appropriate
       


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. Determine client problems

1.1 Determine client problem by using questioning or other techniques

1.2 Document responses of client for follow-up action

1.3 Examine logged requests to determine specific requirements

1.4 Take action where required to gain further information

1.5 Refer to a database of known problems to identify possible resolution options

2. Prioritise client problems

2.1 Determine scale of the problem based on information gathered

2.2 Establish and record relevant constraints

2.3 Undertake an impact analysis of the problem to determine severity and risks

2.4 Prioritise problem according to organisation's escalation procedures

2.5 Provide advice and support to the client from database of known problems, where appropriate

3. Refer problems where required

3.1 Investigate and apply appropriate process to follow when referring problems to third parties

3.2 Provide third party with client and problem details as required

3.3 Document advice and support provided by third party according to organisational guidelines, where appropriate

4. Carry out maintenance

4.1 Obtain appropriate components for resolution in line with organisational guidelines

4.2 Complete maintenance in line with organisational guidelines

4.3 Store or dispose of used components following organisational environmental guidelines

5. Prepare maintenance report

5.1 Prepare a maintenance report, including information about problems and resolution action

5.2 Forward maintenance report to client for feedback

6. Confirm problem resolution

6.1 Obtain feedback from client to ensure requirements have been met

6.2 Forward client feedback to appropriate person for sign-off and record in known problems database as appropriate

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. Determine client problems

1.1 Determine client problem by using questioning or other techniques

1.2 Document responses of client for follow-up action

1.3 Examine logged requests to determine specific requirements

1.4 Take action where required to gain further information

1.5 Refer to a database of known problems to identify possible resolution options

2. Prioritise client problems

2.1 Determine scale of the problem based on information gathered

2.2 Establish and record relevant constraints

2.3 Undertake an impact analysis of the problem to determine severity and risks

2.4 Prioritise problem according to organisation's escalation procedures

2.5 Provide advice and support to the client from database of known problems, where appropriate

3. Refer problems where required

3.1 Investigate and apply appropriate process to follow when referring problems to third parties

3.2 Provide third party with client and problem details as required

3.3 Document advice and support provided by third party according to organisational guidelines, where appropriate

4. Carry out maintenance

4.1 Obtain appropriate components for resolution in line with organisational guidelines

4.2 Complete maintenance in line with organisational guidelines

4.3 Store or dispose of used components following organisational environmental guidelines

5. Prepare maintenance report

5.1 Prepare a maintenance report, including information about problems and resolution action

5.2 Forward maintenance report to client for feedback

6. Confirm problem resolution

6.1 Obtain feedback from client to ensure requirements have been met

6.2 Forward client feedback to appropriate person for sign-off and record in known problems database as appropriate

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
Determine client problem by using questioning or other techniques 
Document responses of client for follow-up action 
Examine logged requests to determine specific requirements 
Take action where required to gain further information 
Refer to a database of known problems to identify possible resolution options 
Determine scale of the problem based on information gathered 
Establish and record relevant constraints 
Undertake an impact analysis of the problem to determine severity and risks 
2.4 Prioritise problem according to organisation's escalation procedures 
Provide advice and support to the client from database of known problems, where appropriate 
Investigate and apply appropriate process to follow when referring problems to third parties 
Provide third party with client and problem details as required 
Document advice and support provided by third party according to organisational guidelines, where appropriate 
Obtain appropriate components for resolution in line with organisational guidelines 
Complete maintenance in line with organisational guidelines 
Store or dispose of used components following organisational environmental guidelines 
Prepare a maintenance report, including information about problems and resolution action 
Forward maintenance report to client for feedback 
Obtain feedback from client to ensure requirements have been met 
Forward client feedback to appropriate person for sign-off and record in known problems database as appropriate 

Forms

Assessment Cover Sheet

ICTSAS410 - Identify and resolve client ICT problems
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

ICTSAS410 - Identify and resolve client ICT problems

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: