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Evidence Guide: ICASAS511A - Prioritise IT change requests

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

 

ICASAS511A - Prioritise IT change requests

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

Classify and monitor change requests

  1. Receive and record change requests from the client or other sources
  2. Classify and prioritise change requests according to business guidelines and service level agreements (SLAs)
Receive and record change requests from the client or other sources

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Classify and prioritise change requests according to business guidelines and service level agreements (SLAs)

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Determine priority settings

  1. Identify risks to business continuity and prioritise changes that reduce risks for implementation
  2. Evaluate the costs and benefits of implementing changes against the current system
  3. Examine the benefits and costs of how and when a change is made, including risks to business continuity
  4. Schedule change analysis according to business down periods and periods of business-critical activities
Identify risks to business continuity and prioritise changes that reduce risks for implementation

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Evaluate the costs and benefits of implementing changes against the current system

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Examine the benefits and costs of how and when a change is made, including risks to business continuity

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Schedule change analysis according to business down periods and periods of business-critical activities

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop change analysis work plan to develop and implement changes

  1. Analyse similar change requests that might be developed and implemented simultaneously
  2. Determine impact to the system and organisation of methodology and timing of change
  3. Notify the reason for the change to key stakeholders
  4. Determine the resources necessary to carry out the change development, taking into account time and cost constraints
  5. Develop a change plan based on change analysis
  6. Review the change plan documentation to ensure it is completed according to system documentation standards
  7. Forward the change plan to the appropriate person for consideration and decision
Analyse similar change requests that might be developed and implemented simultaneously

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Determine impact to the system and organisation of methodology and timing of change

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Notify the reason for the change to key stakeholders

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Determine the resources necessary to carry out the change development, taking into account time and cost constraints

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop a change plan based on change analysis

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review the change plan documentation to ensure it is completed according to system documentation standards

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Forward the change plan to the appropriate person for consideration and decision

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Confirm change plan is complete and satisfies client

  1. Conduct feedback session with client groups to ensure change requirements are satisfactory
  2. Complete follow-up work and make recommendations for changes in procedures or documentation
Conduct feedback session with client groups to ensure change requirements are satisfactory

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Complete follow-up work and make recommendations for changes in procedures or documentation

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:

review change requests and prioritise according to business guidelines and SLAs

evaluate cost-benefit analysis, including risks to business continuity

develop change plan based on change analysis

review change procedures and make appropriate recommendations.

Context of and specific resources for assessment

Assessment must ensure access to:

sites on which change requests may be coordinated

SLAs currently used in industry

business guidelines

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 one or more change-management systems

direct observation of candidate reviewing infrastructure discrepancies and implementing solutions

review of documentation prepared by candidate, including guidelines and processes for regular reviews.

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 risk when reviewing change requests

communication skills to:

facilitate groups to present and collect information and gain consensus on concepts

manage conflicts and handle difficult clients when reviewing change requests

negotiate with other team members

provide customer service

literacy skills to:

evaluate and present information

write reports for business

problem-solving skills to participate in the development of strategic initiatives

teamwork skills to contribute to solutions and goals of a non-routine or contingency nature

technical skills to maintain the continuity of IT operations and business functions.

Required knowledge

client business domain

help desk and maintenance practices

quality assurance practices relating to IT system changes

role of stakeholders and the degree of stakeholder involvement

change-management tools

current industry-accepted hardware and software products, including their general features and capabilities

detailed knowledge of system's current functionality.

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.

Other sources may include:

changes in underlying systems

other projects

problem reports

senior management

system enhancements.

Service level agreements may relate to:

business processes and requirements

charge back to business units

clearly specified and quantified service levels

evaluation or audit of service levels

expectations regarding servicing

many different infrastructure services:

application service providers (ASPs)

communications carriers

internet service providers (ISPs)

SLAs for vendor products

penalties

workload and performance considerations.

System may include:

applications

ASP

databases

gateways

ISP

operating systems

servers.

Stakeholders may include:

development team

project team

sponsor

user.

Documentation may follow:

audit trails

International Organization for Standardization (ISO), International Electrotechnical Commission (IEC) and Australian Standards (AS) standards

naming standards

project management templates

report writing principles

version control.

Appropriate person may include:

authorised business representative

client

project manager

supervisor.