This unit applies to frontline experienced personnel, such as help-desk supervisors, IT support technicians, user support specialists, network specialists, web developers and software developers responsible for system changes.
Not applicable.
1. Review change requests | 1.1 Receive and document requests for hardware and software changes from client, using a change-management system and according to organisational help-desk procedures 1.2 Gather and organise system data relevant to the change requests, using available diagnostic tools 1.3 Review the proposed changes against current and future business requirements and examine the system data, with work team, in order to select appropriate changes to be carried out 1.4 Discuss and clarify the selected changes with client |
2. Modify system according to requested changes | 2.1 Develop a plan, with prioritised tasks and contingency arrangements, for modification of the system 2.2 Undertake the selected system changes according to organisational guidelines and procedures and according to manufacturer recommendations 2.3 Test the system changes for performance and identify problems 2.4 Resolve identified problems 2.5 Revise relevant client and technical documentation to reflect system changes according to organisational standards 2.6 Notify client of status of change and update change-management system, as per organisational help-desk procedures |
3. Prepare and deliver training on use of modified system | 3.1 Prepare training to meet the needs of client in using the changed system 3.2 Deliver prepared training appropriate to the client |
Required skills
analytical skills to:
examine system data to select appropriate changes to be carried out
review proposed changes against current and future business requirements
communication skills to:
deliver training on use of the modified system
discuss and clarify changes with clients
interact with clients and team members
maintain a client focus
notify clients of status of change
literacy skills to:
carry out change requests
conform to manufacturer’s recommendations
perform recordkeeping for requests and actions
revise technical documentation according to organisational standards
update change-management system
planning and organisational skills to:
action change requests in a timely manner
develop plans with prioritised tasks and contingency arrangements
manage and prioritise own work
prepare training to meet the needs of the client.
Required knowledge
change-management tools
client-business domain
features and capabilities of current industry-accepted hardware and software products
help-desk practices
currentservice level agreements (SLAs) within or between organisations
quality assurance practices
role of stakeholders and the degree of stakeholder involvement
system testing
system's current functionality.
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 and analyse current practices develop new criteria and procedures for performing current practices use and update a change-management system review and assess change requirements plan and implement change procedures according to organisational guidelines and client requirements prepare and deliver training appropriate to the client. |
Context of and specific resources for assessment | Assessment must ensure access to: change request documentation physical system or network technical manuals and appropriate diagnostic tools current business requirements documentation standards change-management system 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: review of candidate’s plan for modification of the system direct observation of the candidate testing system changes for performance, and identifying and resolving problems review of candidate’s technical documentation direct observation of the candidate delivering training. |
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. |
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.
Hardware may include: | cabling modems or other connectivity devices networks personal computers remote sites servers workstations. |
Software may include: | application software: database internet browser spreadsheet word-processing commercial software customised software in-house software programming software: assembler compiler development tools system software: operating system device drivers computer security software. |
Help-desk procedures may include: | customer contact centre or general contact point that then consults with a supplier or other technician customer contact centre staffed by technicians capable of solving problems real-time online support web-based support. |
System may include: | hardware components within a computer interconnected computers and peripherals software components that run a computer. |
Requirements may be in reference to: | business network people in the organisation system. |
Client may include: | employee external organisation individual internal department. |
Organisational guidelines may include: | communication methods content of emails dispute resolution document procedures and templates downloading information and accessing particular websites financial control mechanisms opening mail with attachments personal use of emails and internet access virus risk. |
Technical documentation may include: | brochures help references online help project specifications reports technical manuals training materials and self-paced tutorials user guides. |
Standards may include: | International Organization for Standardization (ISO), International Electrotechnical Commission (IEC) and Australian Standards (AS)standards organisational standards project standards. |
Systems administration and support
This unit contains employability skills.
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.