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Evidence Guide: ICASAS202A - Apply problem-solving techniques to routine IT malfunctions

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!

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ICASAS202A - Apply problem-solving techniques to routine IT malfunctions

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

Identify routine problems

  1. Identify hardware, software, user or procedural problem areas to appropriate person in the organisation
  2. Define and determine problem to be investigated
  3. identify and document current conditions of the hardware, software, user or problem
Identify hardware, software, user or procedural problem areas to appropriate person in the organisation

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Define and determine problem to be investigated

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

identify and document current conditions of the hardware, software, user or problem

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Research solutions to routine problems

  1. Identify potential solutions to problem
  2. Develop document, rank and present recommendations about possible solutions to the appropriate person for decision
Identify potential solutions to problem

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Develop document, rank and present recommendations about possible solutions to the appropriate person for decision

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Recommend solutions to problems

  1. Plan implementation of solutions
  2. Plan evaluation of implemented solutions
  3. Document the recommended solution and submit to the appropriate person for confirmation
Plan implementation of solutions

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Plan evaluation of implemented solutions

Completed
Date:

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Evidence:

 

 

 

 

 

 

 

Document the recommended solution and submit to the appropriate person for confirmation

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:

apply problem-solving techniques to determine the root cause of a routine malfunction

document recommended solutions to problems following established procedures and referring unresolved problems to support persons.

Context of and specific resources for assessment

Assessment must ensure access to:

a workstation

detailed information relating to organisational processes and procedures

information on a range of information technology (IT) business solutions

appropriate learning and assessment support when required.

Where applicable, physical resources should include equipment modified 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 identifying and defining the problem

direct observation of candidate documenting the details of the problem

verbal or written questioning to assess candidate’s knowledge of enterprise escalation procedures

review of documentation provided by candidate about possible problems, recommended solutions, and their implementation and evaluation.

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

communication skills to:

provide clear and precise advice that varies according to audience

use questioning and active listening to clarify general information

literacy skills to document:

initial problems

recommendations to solve problems

customer-service skills to effectively deal with clients

organisational skills to use time management and prioritise work requests

research skills to source basic information from readily available sources

technical skills to:

identify routine malfunctions

rank recommendations about possible solutions.

Required knowledge

current industry hardware and software products and services

current industry maintenance, service and help-desk practices, processes and procedures

current operating systems

current industry standard diagnostic tools.

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.

Appropriate person may include:

authorised business representative

client

help-desk person

subject matter expert

supervisor

system administrator.

Hardware may include:

cabling

modems or other connectivity devices

networks

personal computers

remote sites

servers

workstations.

Software may include:

application:

database

internet browser

spreadsheet

word-processing

commercial

customised

in-house

programming:

assembler

compiler

development tools

system:

computer security

device drivers

operating system.

User may include:

contractor

department within the organisation

person within a department

support staff

third party.

Problem may include:

routine malfunction that affects the work environment:

cable fault

complementary metal oxide semiconductor (CMOS) battery failure

computer freeze

faulty motherboard

hard drive crash

incompatible software

insufficient memory

loss of internet access

malware

virus.

Solutions may include:

hardware:

renew

upgrade

software:

reload

renew

upgrades

user training

implementing a new system.