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

ICTSAS512 Mapping and Delivery Guide
Review and manage delivery of maintenance services

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency ICTSAS512 - Review and manage delivery of maintenance services
Description
Employability Skills
Learning Outcomes and Application This unit describes the skills and knowledge required to review and manage the delivery of maintenance services.It applies to individuals with managerial experience and responsibility for supervising individuals working under their direct or indirect supervision.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 systems administration and support field of work, and include access to:

special purpose tools, equipment and materials

industry software packages

sites on which review of maintenance-services delivery may be conducted

established ICT service infrastructure

SLAs and business guidelines.

Assessor 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: Review service standards
  • Review service level agreements (SLAs)
  • Identify actual fault reporting and restoration performance, and compare with SLAs to ensure they meet requirements
  • Record areas of discrepancy
       
Element: Review infrastructure
  • Identify internal support and maintenance options
  • Undertake a review of infrastructure
  • Record areas of discrepancy
       
Element: Determine and implement solutions
  • Compare service standards and infrastructure discrepancies, and identify gaps in existing service
  • Document discrepancies identified
  • Determine cost effective solutions and impact
  • Implement solutions
       
Element: Organise reviews
  • Determine guidelines for regular reviews with stakeholders
  • Undertake reviews as per agreed guidelines
  • Document review process and submit to the stakeholder
  • Ensure effective reporting procedures are in place and used
       


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. Review service standards

1.1 Review service level agreements (SLAs)

1.2 Identify actual fault reporting and restoration performance, and compare with SLAs to ensure they meet requirements

1.3 Record areas of discrepancy

2. Review infrastructure

2.1 Identify internal support and maintenance options

2.2 Undertake a review of infrastructure

2.3 Record areas of discrepancy

3. Determine and implement solutions

3.1 Compare service standards and infrastructure discrepancies, and identify gaps in existing service

3.2 Document discrepancies identified

3.3 Determine cost effective solutions and impact

3.4 Implement solutions

4. Organise reviews

4.1 Determine guidelines for regular reviews with stakeholders

4.2 Undertake reviews as per agreed guidelines

4.3 Document review process and submit to the stakeholder

4.4 Ensure effective reporting procedures are in place and used

Evidence of the ability to:

analyse and report on faults and restoration performance

comply with service level agreement (SLA)

review infrastructure and document discrepancies

analyse and prioritise requests according to business requirements

implement cost effective solutions and evaluate impact.

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:

describe and explain business scheduling requirements

discuss capacity planning and change-control procedures

compare and contrast current industry accepted hardware and software products, including their general features and capabilities

outline key features of the client business domain

evaluate help desk and maintenance practices

analyse the role of stakeholders and the degree of stakeholder involvement

describe the system's current functionality and the features and functions of system under modification.

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. Review service standards

1.1 Review service level agreements (SLAs)

1.2 Identify actual fault reporting and restoration performance, and compare with SLAs to ensure they meet requirements

1.3 Record areas of discrepancy

2. Review infrastructure

2.1 Identify internal support and maintenance options

2.2 Undertake a review of infrastructure

2.3 Record areas of discrepancy

3. Determine and implement solutions

3.1 Compare service standards and infrastructure discrepancies, and identify gaps in existing service

3.2 Document discrepancies identified

3.3 Determine cost effective solutions and impact

3.4 Implement solutions

4. Organise reviews

4.1 Determine guidelines for regular reviews with stakeholders

4.2 Undertake reviews as per agreed guidelines

4.3 Document review process and submit to the stakeholder

4.4 Ensure effective reporting procedures are in place and used

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
Review service level agreements (SLAs) 
Identify actual fault reporting and restoration performance, and compare with SLAs to ensure they meet requirements 
Record areas of discrepancy 
Identify internal support and maintenance options 
Undertake a review of infrastructure 
Record areas of discrepancy 
Compare service standards and infrastructure discrepancies, and identify gaps in existing service 
Document discrepancies identified 
Determine cost effective solutions and impact 
Implement solutions 
Determine guidelines for regular reviews with stakeholders 
Undertake reviews as per agreed guidelines 
Document review process and submit to the stakeholder 
Ensure effective reporting procedures are in place and used 

Forms

Assessment Cover Sheet

ICTSAS512 - Review and manage delivery of maintenance 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

ICTSAS512 - Review and manage delivery of maintenance 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: