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Evidence Guide: ICASAS512A - Review and manage delivery of maintenance 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

 

ICASAS512A - Review and manage delivery of maintenance services

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

Review service standards

  1. Review service level agreements (SLAs)
  2. Identify actual fault reporting and restoration performance and compare with SLAs to ensure they meet requirements
  3. Record areas of discrepancy
Review service level agreements (SLAs)

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify actual fault reporting and restoration performance and compare with SLAs to ensure they meet requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Record areas of discrepancy

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review infrastructure

  1. Identify internal support and maintenance options
  2. Undertake a review of infrastructure
  3. Record areas of discrepancy
Identify internal support and maintenance options

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Undertake a review of infrastructure

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Record areas of discrepancy

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Determine and implement solutions

  1. Compare service standards and infrastructure discrepancies and identify gaps in existing service
  2. Document discrepancies identified
  3. Determine cost-effective solutions and impact
  4. Implement solutions
Compare service standards and infrastructure discrepancies and identify gaps in existing service

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Document discrepancies identified

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Determine cost-effective solutions and impact

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Implement solutions

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Organise reviews

  1. Determine guidelines for regular reviews with stakeholders
  2. Undertake reviews as per agreed guidelines
  3. Document review process and submit to the stakeholder
  4. Ensure effective reporting procedures are in place and used
Determine guidelines for regular reviews with stakeholders

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Undertake reviews as per agreed guidelines

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Document review process and submit to the stakeholder

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure effective reporting procedures are in place and used

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:

analyse and report on faults and restoration performance and compliance with SLA

analyse and prioritise requests according to business requirements

review infrastructure and document discrepancies with expected service delivery

implement cost-effective solutions and evaluate impact.

Context of and specific resources for assessment

Assessment must ensure access to:

sites on which review of delivery of maintenance services may be conducted

established IT service infrastructure

SLAs and 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 compliance with service level agreement

direct observation of candidate reviewing fault reports, restoration performance and infrastructure discrepancies

review of documentation prepared by candidate for regular assessments with stakeholders, including guidelines, processes and 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 risk when reviewing change procedures

compare actual performance with SLA

communication skills to:

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

manage conflicts and handle difficult clients related to reviewing change procedures

negotiate with other team members

provide customer service

literacy skills to:

evaluate and present information

write reports for business

problem-solving skills involving participation 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 during change management.

Required knowledge

business scheduling requirements

capacity planning

change-control procedures

context of changes being implemented

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

general knowledge of the client business domain

help desk and maintenance practices

role of stakeholders and the degree of stakeholder involvement

features and functions of system under modification

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.

Service level agreements may relate to:

range of different infrastructure services:

application service providers (ASP)

communications carriers

internet service providers (ISP)

SLAs for vendor products

business processes and requirements

charge back to business units

clearly specified and quantified service levels

evaluation or audit of service levels

expectations regarding servicing

penalties

workload and performance considerations.

Maintenance options may include:

business hours only support

continuous support and technical help

real-time online support

on-site response

remote diagnostics

return to depot

second-level support

telephone support

web-based support.

Stakeholders may include:

development team

project team

sponsor

user.