Application
This unit describes the skills and knowledge required to set up maintenance procedures to keep equipment and software operating effectively.
It applies to individuals who use technical and specialised knowledge, and apply a systematic approach to maintaining computer equipment in an organisation.
No licensing, legislative, or certification requirements apply to this unit at the time of publication.
Elements and Performance Criteria
ELEMENT | PERFORMANCE CRITERIA |
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1. Determine best practices for equipment and software maintenance | 1.1 Identify equipment and software that are to be maintained, and implement processes to ensure future acquisitions of equipment and software are identified 1.2 Identify vendor documentation, peer organisations or research information detailing best practices in equipment and software maintenance to improve system performance and reliability 1.3 Develop recommended maintenance and operations guidelines for equipment and software maintenance based on the above research 1.4 Obtain requirements from user in the area of equipment maintenance and reliability 1.5 Document procedures for maintenance based on best practices |
2. Identify resources to provide equipment and software maintenance | 2.1 Identify and record the level of support that can be provided by in-house resources 2.2 Identify and record the support to be supplied by external or third-party organisations 2.3 Develop or update service level agreement (SLA) with internal user and third-party suppliers |
3. Revise practices, where appropriate | 3.1 Monitor and review maintenance operation 3.2 Identify problem areas, including failures to meet SLAs, and consider changes to maintenance procedures 3.3 Assess changes in consultation with user, support staff and third-party suppliers 3.4 Design and implement improvements to maintenance procedures |
Evidence of Performance
Evidence of the ability to:
set up and document the maintenance procedures to keep equipment and software operating
identify resource requirements
document or update service level agreements (SLAs)
revise maintenance procedures.
Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.
Evidence of Knowledge
To complete the unit requirements safely and effectively, the individual must:
analyse client business domain including:
the role of stakeholders and the degree of stakeholder involvement
business scheduling requirements
compare and contrast the key features and capabilities of current industry standard hardware and software products
describe the key features and purpose of diagnostic tools and one or more change management tools
describe the key features of help desk and maintenance practices and procedures
discuss quality assurance practices
analyse the system's current functionality and performance level.
Assessment Conditions
Gather evidence to demonstrate consistent performance in conditions that are safe and replicate the workplace. Noise levels, production flow, interruptions and time variances must be typical of those experienced in the systems administration and support field of work, and include access to:
industry software packages
technical environment with a variety of operational equipment
technical manuals and tools.
Assessors must satisfy NVR/AQTF assessor requirements.
Foundation Skills
This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.
Skill | Performance Criteria | Description |
Reading | 1.1, 1.2, 2.1, 2.2, 3.2 | Researches and analyses technical and non-technical information and numerical data from a range of sources to determine benchmarks and performance indicators |
Writing | 1.3, 1.4, 1.5, 2.1-2.3, 3.3, 3.4 | Accurately records information and numerical data, and prepares material using clear and accurate language in order to convey explicit information, requirements and recommendations |
Oral Communication | 1.4, 2.3, 3.3 | Uses active listening and questioning techniques, and participates in verbal exchanges with a range of stakeholders in formal and informal situations to obtain information and express requirements |
Numeracy | 1.1, 1.2, 2.1,2.2, 3.2 | Uses mathematical equations to calculate and compare numerical data to determine required actions and for preparing documentation |
Interact with others | 1.4, 2.3, 3.3 | Selects and uses appropriate conventions and protocols when communicating with users and others in a range of work contexts |
Get the work done | 1.1-1.4, 2.3, 3.1-3.4 | Takes responsibility for planning, sequencing and prioritising tasks and own workload for efficiency and effective outcomes Applies analytical processes to resolve technical or conceptual problems Uses main features and functions of digital tools to complete work tasks |
Sectors
Systems administration and support