NTISthis.com

Evidence Guide: ICTICT422 - Participate in ICT 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

 

ICTICT422 - Participate in ICT services

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

Prepare to work on a service desk

  1. Identify policy and procedures of service desk quality
  2. Apply concepts and terminology associated with a service desk environment
  3. Use appropriate service principles
Identify policy and procedures of service desk quality

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Apply concepts and terminology associated with a service desk environment

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use appropriate service principles

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Support a service desk

  1. Use service desk systems to open a new service call
  2. Inform customer of the progress of the call using service principles
  3. Escalate a service desk call following service principles
  4. Implement service desk closure principles
  5. Seek user feedback following closure of a service desk call
Use service desk systems to open a new service call

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Inform customer of the progress of the call using service principles

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Escalate a service desk call following service principles

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Implement service desk closure principles

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Seek user feedback following closure of a service desk call

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Apply continuous improvement to service desk

  1. Review service desk records
  2. Plan methods of improving performance
  3. Document proposed improvements and submit to appropriate person
Review service desk records

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Plan methods of improving performance

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Document proposed improvements and submit to appropriate person

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Prepare to work on a service desk

1.1 Identify policy and procedures of service desk quality

1.2 Apply concepts and terminology associated with a service desk environment

1.3 Use appropriate service principles

2. Support a service desk

2.1 Use service desk systems to open a new service call

2.2 Inform customer of the progress of the call using service principles

2.3 Escalate a service desk call following service principles

2.4 Implement service desk closure principles

2.5 Seek user feedback following closure of a service desk call

3. Apply continuous improvement to service desk

3.1 Review service desk records

3.2 Plan methods of improving performance

3.3 Document proposed improvements and submit to appropriate person

Required Skills and Knowledge

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Prepare to work on a service desk

1.1 Identify policy and procedures of service desk quality

1.2 Apply concepts and terminology associated with a service desk environment

1.3 Use appropriate service principles

2. Support a service desk

2.1 Use service desk systems to open a new service call

2.2 Inform customer of the progress of the call using service principles

2.3 Escalate a service desk call following service principles

2.4 Implement service desk closure principles

2.5 Seek user feedback following closure of a service desk call

3. Apply continuous improvement to service desk

3.1 Review service desk records

3.2 Plan methods of improving performance

3.3 Document proposed improvements and submit to appropriate person

Evidence of the ability to:

provide service desk support

plan and document strategies to improve service desk performance.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

To complete the unit requirements safely and effectively, the individual must:

outline:

enterprise escalation policy and procedures

industry best practice in information and communications technology (ICT) service desk support

identify and describe:

basic technical service management terminology

legislation, codes of practice and other formal agreements that directly impact on resolution processes

quality assurance of processes and procedures relating to service desk

service management relating to service desk.