1. Maintain system software

1.1 Evaluate system effectiveness against organisational requirements and benchmarks to determine if maintenance activities should be commenced

1.2 Use system utilisation, file and disk structure, performance reports and files to identify peak periods and possible performance problems

1.3 Monitor system data levels to determine whether system performance is consistent with predetermined standards

1.4 Troubleshoot the system, if required, with appropriate system tools

1.5 Monitor and retune the system to improve performance

2. Set up and manage the system files

2.1 Evaluate system requirements and monitor the appropriateness of file and folder structures

2.2 Use the appropriate administration and tools to create file and folder structures

2.3 Set security, access and sharing of file system to meet requirements

2.4 Identify the virus protection requirements of the network in line with policies and organisational requirements

2.5 Scan system for viruses and remove detected viruses

2.6 Test file system to ensure that appropriate access is available to the user groups

2.7 Ensure log-on scripts and custom written utilities and programs conform to organisational guidelines for simple programming constructs

2.8 Document the file system created according to organisational guidelines

3. Monitor and manage system usage and security

3.1 Monitor user access against user access levels

3.2 Review security requirements for user and data to be stored on network

3.3 Determine risks that data is exposed to, and formulate appropriate prevention and recovery processes

3.4 Implement a system to provide backup and to restore services in the event of a disaster

3.5 Document disaster recovery procedures

4. Carry out system backup

4.1 Confirm backup schedule meets organisational requirements

4.2 Ensure system backups are completed according to organisational, scheduling and system requirements

4.3 Ensure that a secure off-site location for the storage of backup media is provided and used

4.4 Ensure system backups are recorded according to organisational requirements

5. Restore system backup

5.1 Ensure system restores are completed when required for system recovery or testing according to organisational guidelines

5.2 Optimise the restored system according to organisational requirements

5.3 Ensure system restores are documented according to organisational requirements

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the ability to:

monitor system software performance according to vendor and organisational benchmarks

maintain system performance to these benchmarks

use a wide range of features and system tools.

Context of and specific resources for assessment

Assessment must ensure access to:

organisational performance benchmarks

live system

client user requirements

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 knowledge of:

system software

benchmark performance

system software tools

direct observation of candidate:

liaising with client

upgrading system software

review of candidate's call documentation

evaluation of client feedback from candidate's communications.

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.

Organisational requirements may relate to:

preventative maintenance and diagnostic policy

problem solution processes

roles and technical responsibilities in the IT department

vendor and product service level support agreements

work environment.

Disk may include:

CD

CD-RW

diskettes (floppy disks)

DVD RW

solid state hard drive

zip disk.

System may include:

application service provider

applications

databases

gateways

hardware and software components that run a computer

ISP

operating systems

servers.

System requirements may include:

client or user

cost constraints

environment

geography

system functionality.

Policies may include:

awareness raising strategies

forensic procedures

incident response procedures

network intrusion detection systems

training.

User may include:

department within the organisation

person within a department

third party.

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.

Security requirements may include:

encryption

privacy

security levels

secure socket layer (SSL)

trusted sites.

Network may include:

data

large and small LANs

private lines

internet

use of the public switched telephone network (PSTN) for dial-up modems only

voice

virtual private networks (VPNs)

wide area networks (WANs).