Application
This unit applies to those working in support roles who are required to update operating systems on client computers with the latest technology fixes.
Prerequisites
Not applicable.
Elements and Performance Criteria
1. Determine system changes required | 1.1 Determine and record required changes to system 1.2 Ensure that documentary evidence exists to support changes and evaluate changes required 1.3 Complete documentation required according to maintenance methodologies 1.4 Clarify and confirm the nature of the changes with the client 1.5 Obtain technical data from reliable sources and request other resources that may be required to complete the changes |
2. Carry out system changes | 2.1 Plan the procedure to effect intended changes 2.2 Consult with colleagues and users involved in the proposed changes and agree a mutually acceptable timeline and method of implementation 2.3 Copy initialisation or configuration files prior to implementation 2.4 Create a roll-back path in the event of failure 2.5 Ensure that changes required in software are made according to project or organisational guidelines 2.6 Test and verify that the changes have been made according to implementation guides and organisational standards |
3. Present changes to client | 3.1 Demonstrate changes to the client and explain the impact of these changes 3.2 Work towards making these changes acceptable to the client if changes are rejected, or making further modifications if required 3.3 Update documentation and repositories according to standards and update modifications made to the change-management system |
4. Perform handover to client | 4.1 Update documentation and client procedures to reflect changes made 4.2 Secure sign-off of acceptance documents by client 4.3 Facilitate handover of modified system to client's operational area |
Required Skills
Required skills
communication skills to:
consult with colleagues and users
evaluate client user requirements
literacy skills to:
interpret organisational guidelines and standards
interpret policy and procedures
interpret technical manuals
write documentation and client procedures
planning and organisational skills to:
effect intended changes
prioritise and organise own work
technical skills to install and configure system software.
Required knowledge
business scheduling requirements
change control procedures
client business domain
current industry-accepted hardware and software products
emerging standards for data and voice communications
system's current functionality
features of system under modification
organisational policy and procedures with regard to system changes
vendor software services with regard to system changes.
Evidence Required
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 ability to: evaluate, document and implement changes to the system with minimum disruption to the system and client users. |
Context of and specific resources for assessment | Assessment must ensure access to: computer system software currently used in industry technical manuals and tools appropriate learning and assessment support when required modified equipment for people with special needs. |
Method of assessment | A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit: verbal or written questioning to assess candidate’s knowledge of the system’s functionality direct observation of candidate implementing software change evaluation of candidate’s change process and updated modifications review reports prepared by candidate, including log books and test results. |
Guidance information for assessment | Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, where appropriate. Assessment processes and techniques must be culturally appropriate, and suitable to the communication skill level, language, literacy and numeracy capacity of the candidate and the work being performed. Indigenous people and other people from a non-English speaking background may need additional support. In cases where practical assessment is used it should be combined with targeted questioning to assess required knowledge. |
Range Statement
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: | business computers financial system information system management system mobile equipment network software. |
Documentation for version control may follow: | audit trails client training International Organization for Standardization (ISO), International Electrotechnical Commission (IEC) and Australian Standards (AS) standards maintaining equipment inventory naming standards project-management templates and report writing satisfaction reports version control. |
Client may include: | customer external organisation individual internal department internal employee. |
Users may include: | department within the organisation person within a department third party. |
Implementation may include: | formulating methods for standby operations or contingency plans implementing the entire system. |
Software may include: | commercial software applications in-house or customised software organisation-specific software packaged software. |
Organisational guidelines may include: | communication methods content of emails dispute resolution document procedures and templates downloading information and accessing particular websites financial control mechanisms making voice or video calls opening mail with attachments personal use of emails and internet access virus risk. |
Organisational standards may include: | communication with stakeholders dispute resolution and modification procedures formal procedures that must be adhered to, such as check points and sign-offs with documented procedures and templates implementation of financial control mechanisms processes for determining size and cost. |
Sectors
General ICT
Employability Skills
This unit contains employability skills.
Licensing Information
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement but users should confirm requirements with the relevant federal, state or territory authority.