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Evidence Guide: ICASAS419A - Support system software

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

 

ICASAS419A - Support system software

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

Maintain system software

  1. Evaluate system effectiveness against organisational requirements and benchmarks to determine if maintenance activities should be commenced
  2. Use system utilisation, file and disk structure, performance reports and files to identify peak periods and possible performance problems
  3. Monitor system data levels to determine whether system performance is consistent with predetermined standards
  4. Troubleshoot the system, if required, with appropriate system tools
  5. Monitor and retune the system to improve performance
Evaluate system effectiveness against organisational requirements and benchmarks to determine if maintenance activities should be commenced

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Troubleshoot the system, if required, with appropriate system tools

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Monitor and retune the system to improve performance

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Set up and manage the system files

  1. Evaluate system requirements and monitor the appropriateness of file and folder structures
  2. Use the appropriate administration and tools to create file and folder structures
  3. Set security, access and sharing of file system to meet requirements
  4. Identify the virus protection requirements of the network in line with policies and organisational requirements
  5. Scan system for viruses and remove detected viruses
  6. Test file system to ensure that appropriate access is available to the user groups
  7. Ensure log-on scripts and custom written utilities and programs conform to organisational guidelines for simple programming constructs
  8. Document the file system created according to organisational guidelines
Evaluate system requirements and monitor the appropriateness of file and folder structures

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Scan system for viruses and remove detected viruses

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Document the file system created according to organisational guidelines

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Monitor and manage system usage and security

  1. Monitor user access against user access levels
  2. Review security requirements for user and data to be stored on network
  3. Determine risks that data is exposed to, and formulate appropriate prevention and recovery processes
  4. Implement a system to provide backup and to restore services in the event of a disaster
  5. Document disaster recovery procedures
Monitor user access against user access levels

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Document disaster recovery procedures

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Carry out system backup

  1. Confirm backup schedule meets organisational requirements
  2. Ensure system backups are completed according to organisational, scheduling and system requirements
  3. Ensure that a secure off-site location for the storage of backup media is provided and used
  4. Ensure system backups are recorded according to organisational requirements
Confirm backup schedule meets organisational requirements

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Ensure system backups are recorded according to organisational requirements

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Restore system backup

  1. Ensure system restores are completed when required for system recovery or testing according to organisational guidelines
  2. Optimise the restored system according to organisational requirements
  3. Ensure system restores are documented according to organisational requirements
Ensure system restores are completed when required for system recovery or testing according to organisational guidelines

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Optimise the restored system according to organisational requirements

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Ensure system restores are documented according to organisational requirements

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:

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.

Required Skills and Knowledge

Required skills

analytical skills to analyse routine and non-routine work processes

communications skills to liaise with users and peers

literacy skills to write business reports

problem-solving skills to address a range of unpredictable operating system problems

technical skills to update operating systems.

Required knowledge

detailed knowledge of system software and system tools

overview knowledge of:

change-management systems

client business domain

OHS requirements related to work safety, environmental factors and ergonomic considerations

quality assurance practices with regard to supporting system software

vendor products and trends in product development.

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.

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).