Application
This unit applies to experienced technical support personnel, such as help-desk supervisors, IT support technicians, and user support specialists who are required to perform maintenance on systems that are currently operating.
Prerequisites
Not applicable.
Elements and Performance Criteria
1. Determine maintenance methodologies and repositories | 1.1 Identify the nature of modification to the system 1.2 Confirm the existence and currency of repositories 1.3 Review repositories for changes and develop new backup procedures 1.4 Prepare or check modification request forms and levels of authority for sign-off 1.5 Develop a hierarchy of modifications and the response for each 1.6 Determine the backup and blackout strategies in place |
2. Implement change-management system | 2.1 Follow standards and procedures for logging the change request 2.2 Document the expected impact to the user base during implementation 2.3 Identify levels of possible failure and the related reporting procedures 2.4 Document the expected outcomes of the modification 2.5 Inform user of modification implications 2.6 Assign the modification to appropriate person for actioning |
3. Report review of results | 3.1 Complete aspects of the change system and ensure the modification is tested and operational 3.2 Prepare the report and deliver to the appropriate person indicating the results of modification 3.3 Update and amend documentation and repositories |
Required Skills
Required skills
communication skills to liaise with customers and present information to users
initiative and enterprise skills to:
maintain the continuity of information and communications technology (ICT) operations and business functions
resolve conflict while undertaking change procedures
review change procedures
literacy skills to:
document the expected impact to the user base
document the expected outcomes of modifications
prepare modification request forms
prepare reports
report review of results
update and amend documentation and repositories
planning and organisational skills to contribute to solutions and goals of a non-routine or contingency nature
problem-solving skills to develop new backup procedures
technical skills to undertake low-level programming.
Required knowledge
change control procedures
client business domain
current industry-accepted hardware and software products, including their general features and capabilities
help desk and maintenance practices
quality assurance practices
role of stakeholders and the degree of stakeholder involvement
system testing
features and functions of the system under modification
system's current functionality.
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: identify the required modification itemise the expected outcomes of the modification demonstrate the steps involved in the implementation of the modification document the modification. |
Context of and specific resources for assessment | Assessment must ensure access to: live system benchmarking and testing 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: direct observation of: candidate undertaking implementation of change-management system candidate determining the backup and blackout strategies verbal or written questioning to assess candidate’s knowledge of: managing resolution of system faults on a live system implications of success and failure of proposed modifications required steps or 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.
Modification may include: | assistance enhancement error correction system recovery. |
System may include: | hardware components that run a computer software components that run a computer. |
Repositories may include: | central repository databases program library. |
Standards may include: | International Organization for Standardization (ISO), International Electrotechnical Commission (IEC) and Australian Standards (AS) standards organisational standards project standards. |
User may include: | department within the organisation person within a department third party. |
Reporting 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 the problem real-time online support web-based support. |
Appropriate person may include: | authorised business representative client project manager supervisor. |
Documentation may include: | collection of records that describe the structure hardware device maintenance and data requirements for a computer program operating system operation purpose. |
Sectors
Systems administration and support
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.