Participate in IT services

This unit describes the performance outcomes, skills and knowledge required to apply the principles of service management when working in an information technology (IT) service desk environment.


This unit applies to individuals who work in IT service roles and are responsible for providing IT service desk support.


Not applicable.

Elements and Performance Criteria

1. Prepare to work on a service desk

1.1 Identify principles 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

Required Skills

Required skills

communication skills to liaise with internal and external personnel on technical, operational and business-related matters

literacy skills to:

document service desk

read and interpret enterprise procedures, manuals and specifications

planning and organisational skills to plan, prioritise and monitor own work

problem-solving and contingency-management skills to adapt procedures to local requirements and reconfigure depending on differing operational contingencies, risk situations and environments

research skills to research industry best practice

technical skills to advise on a range of IT support procedures.

Required knowledge

detailed knowledge of:

enterprise escalation policy and procedures

industry best practice in IT service desk support

overview knowledge of:

basic technical terminology in relation to service management

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.

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:

follow procedures and processes to provide service desk support

plan and document strategies to improve service desk performance.

Context of and specific resources for assessment

Assessment must ensure access to:

IT service desk environment

current service logs and procedures

service desk software

customer contact technologies currently used in industry

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 service management and quality processes

review of candidate's documented service management processes

evaluation of candidate's service management procedures.

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.

Quality may include:

capability maturity model integration (CMMI)

ISO standard 17025/IEC standard 20000.

Concepts and terminology may include:



business case


change types (normal, standard and emergency)

configuration management system


definitive media library (DML)


impact, urgency and priority


known error

known error database (KEDB)

operational level agreement (OLA)

release and release policy

resources, capabilities and assets


service assets

service catalogue

service change

service design package

service knowledge management system (SKMS)

service level agreement (SLA)

service portfolio

service provider

service request


utility and warranty


Service desk environment may include:

call centre

help desk

local, central or virtual service desk.

Service principles may include:

communication by keeping the customer informed of progress and advising on workarounds

data integrity

ease of use for customers

incident control using life cycle management of all service requests

single point of contact (SPOC) and not necessarily the first point of contact (FPOC)

single point of entry

single point of exit

streamlined communication channels.

Service desk systems may include:

Acacia Help Desk

Aegis Service Desk


Giva Inc.

HelpMaster Pro


Internet Software Sciences


LBE Help Desk Software



Numara Trackit

the BridgeTrak Suite.

Service desk records may include:

calls on specific problems

calls solved by specific staff

length of open calls.


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.