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Evidence Guide: ICASAS510A - Review and develop IT maintenance strategy

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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ICASAS510A - Review and develop IT maintenance strategy

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

Identify and analyse maintenance needs

  1. Identify risks to business continuity due to system malfunction, including quantification of possible loss
  2. Identify core business functions and determine the service requirements for those functions
  3. Develop a maintenance philosophy to meet business needs and apply it to dealings with the client
Identify risks to business continuity due to system malfunction, including quantification of possible loss

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify core business functions and determine the service requirements for those functions

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop a maintenance philosophy to meet business needs and apply it to dealings with the client

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and analyse IT system components to be maintained

  1. Review systems architecture and configuration documentation for currency
  2. Conduct an equipment and software audit if appropriate information is not available
  3. Determine and document the warranty status of components and software according to vendor, project or organisational requirements
  4. Identify critical components and software and document recommendations regarding possible service arrangements
Review systems architecture and configuration documentation for currency

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Conduct an equipment and software audit if appropriate information is not available

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Determine and document the warranty status of components and software according to vendor, project or organisational requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify critical components and software and document recommendations regarding possible service arrangements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop service level agreements

  1. Determine the views and requirements of the client in order to identify maintenance requirements
  2. Prepare service level agreements (SLAs) to match client user and business requirements
Determine the views and requirements of the client in order to identify maintenance requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Prepare service level agreements (SLAs) to match client user and business requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Formulate maintenance strategy

  1. Examine maintenance options against cost constraints, risks to business continuity and SLAs
  2. Identify a specific maintenance strategy based on cost, business and SLA requirements
  3. Create a preventative maintenance schedule based on cost, business and SLA requirements
  4. Negotiate a maintenance strategy with client and make changes to SLAs where necessary
  5. Document the recommended procedure for approval from appropriate person according to organisational requirements
Examine maintenance options against cost constraints, risks to business continuity and SLAs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify a specific maintenance strategy based on cost, business and SLA requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Create a preventative maintenance schedule based on cost, business and SLA requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Negotiate a maintenance strategy with client and make changes to SLAs where necessary

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Document the recommended procedure for approval from appropriate person according to organisational requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Define client and supplier processes and standards

  1. Negotiate and create reporting procedures for service requests with client and suppliers
  2. Determine response time standards with client and suppliers
  3. Create escalation procedures with client and suppliers
  4. Set up the help desk or other support function according to agreed standards and procedures and in line with industry best practices
Negotiate and create reporting procedures for service requests with client and suppliers

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Determine response time standards with client and suppliers

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Create escalation procedures with client and suppliers

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Set up the help desk or other support function according to agreed standards and procedures and in line with industry best practices

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:

determine maintenance strategies

put in place support processes for maintaining the continuity of IT operations and business functions.

Context of and specific resources for assessment

Assessment must ensure access to:

systems architecture documentation

warranty documents

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:

SLAs

industry support strategies

preventative maintenance

review of:

preventative maintenance schedule

SLAs

help-desk procedures.

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 current system practices and system composition and to suggest improvements to them, as part of the development of strategic initiatives

change-management skills to maintain the continuity of IT operations and business functions, in carrying out system upgrade in its service levels, or repair or replacement of equipment or software

communication skills to:

liaise with customers in the provision of customer services

provide information, report and make recommendations on new models of component maintenance schedules in response to pre-existing inadequate measures

initiative and enterprise skills to work as a team member in the development of solutions and goals of a non-routine or contingency nature

literacy skills to:

evaluate and present information

write technical reports for business, involving analysis and evaluation of information in such areas as maintenance schedules for IT equipment, level of service required, SLA, cost and viability, response time levels, escalation procedures with clients, warranty conditions with suppliers, and presenting proposals for improvements to the servicing system in general

planning and organisational skills to contribute to maintenance and continuity of IT operations and business functions

problem-solving skills to participate in development of maintenance strategies

technical skills to determine level of support to a client.

Required knowledge

client business domain and of the features of the IT system that support the client's business activity

current industry-accepted hardware and software products, such as help-desk software, including:

database for storing hardware and software details

product warranty and service difficulty records, such as repair, replacement and reconfiguration

help desk and maintenance practices, including general composition and operation of information database for tracking hardware, software and operational issues

how the system has been set up to process data and what data elements are stored

quality assurance practices with reference to maintenance, warranty and repair of network equipment and software

relationships between the stakeholders and the service provider.

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.

Client may include:

employee

external organisation

individual

internal department.

Systems architecture may include:

configuration:

large memory model

requests per second

small memory model

database software:

DB2

Informix

Ingres

Microsoft Structured Query Language (MS SQL) server

Mini SQL (mSQL)

MySQL

Oracle

Sybase

operating system:

Linux

Mac OS

multi-user ability

Novell NetWare 5 or above

Windows 2000 or above.

Equipment may include:

hard drives

hubs

modems or other connectivity devices, such as digital subscriber line (DSL) modems

monitors

other peripheral devices

personal computers

personal digital assistant (PDA)

printers

switches

workstations.

Software may include:

commercial

customised

in-house

packaged.

Components may include:

CD and DVD drives

central processing unit (CPU)

complementary metal oxide semiconductor (CMOS) battery

CPU upgrades

drives

fax or modem cards

interface cards

motherboards

random access memory (RAM) upgrades.

Service level agreements may include:

business processes and requirements

charge back to business units

different infrastructure services, including communications carriers, internet service providers (ISPs), application service providers (ASPs) and SLAs for vendor products

evaluation or audit of service levels

expectations regarding servicing

penalties

specific and quantity service levels

workload and performance considerations.

Appropriate person may include:

authorised business representative

client

supervisor.