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Evidence Guide: ICAICT713A - Manage IT services

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

ICAICT713A - Manage IT services

What evidence can you provide to prove your understanding of each of the following citeria?

Prepare to manage IT services

  1. Identify quality requirement principles to provide IT service provision according to business needs and expectations
  2. Research and evaluate appropriate service processes
  3. Analyse continual improvement processes to align and realign IT services to business needs
Identify quality requirement principles to provide IT service provision according to business needs and expectations

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Research and evaluate appropriate service processes

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Analyse continual improvement processes to align and realign IT services to business needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop quality requirements for IT service management

  1. Identify specific quality requirements to improve service management processes
  2. Align IT services with the business, applying service management concepts
  3. Develop strategies for control, delivery and support of IT services
Identify specific quality requirements to improve service management processes

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Align IT services with the business, applying service management concepts

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop strategies for control, delivery and support of IT services

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop a code of practice for IT service management

  1. Research and evaluate best practice processes
  2. Document best practice for IT service management
  3. Implement identified best practice processes
  4. Evaluate, monitor and improve IT service management
Research and evaluate best practice processes

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Document best practice for IT service management

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Implement identified best practice processes

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Evaluate, monitor and improve IT service management

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

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:

develop and implement procedures and processes to improve the quality of IT service management

evaluate, monitor and improve IT service management.

Context of and specific resources for assessment

Assessment must ensure access to:

current service organisational chart

current service logs and procedures

organisational mission statement

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 principles

review of candidate's documented strategies for delivery and support of IT services

evaluation of candidate's code of practice for IT service management.

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.

Required Skills and Knowledge

Required skills

analytical skills to evaluate best practice processes in IT service management

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

literacy skills to:

develop enterprise procedures, manuals and specifications

interpret technical documentation

write reports in required formats

planning and organisational skills to plan, prioritise and monitor own work and that of others

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.

Required knowledge

detailed knowledge of:

IT service management

quality assurance procedures in IT services

industry best practice processes in IT services

overview knowledge of:

basic technical terminology in relation to service management.

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 requirement principles may include:

Capability Maturity Model Integration (CMMI)

ISO standard 17025/IEC standard 20000.

Service management processes may include:

availability management

capacity management

change management

configuration management

continuity management

incident management

problem management

release management

security management.

Service management conceptsmay include:

CMMI

Six Sigma Business Process Management

total quality management (TQM).

IT services may include:

application management

information and communications technology (ICT) infrastructure management

security management

service delivery

service support

software asset management.