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Evidence Guide: ICTICT813 - Manage 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

 

ICTICT813 - Manage ICT services

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

Prepare to manage ICT services

  1. Identify the quality requirement principles to provide ICT service provision, according to the business needs and expectations
  2. Research and critically analyse, the appropriate service processes
  3. Analyse continual improvement processes, to align and realign, the ICT services to business needs
Identify the quality requirement principles to provide ICT service provision, according to the business needs and expectations

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Research and critically analyse, the appropriate service processes

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Analyse continual improvement processes, to align and realign, the ICT services to business needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop the quality requirements for ICT service management

  1. Identify the specific quality requirements to improve the service management processes
  2. Align ICT services with the business, applying service management concepts
  3. Develop the strategies for the control, delivery and support of ICT services
Identify the specific quality requirements to improve the service management processes

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Align ICT services with the business, applying service management concepts

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop the strategies for the control, delivery and support of ICT services

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop a code of practice for ICT service management

  1. Research and critically analyse, best practice processes
  2. Document best practice processes for ICT service management
  3. Implement the identified best practice processes
  4. Evaluate, monitor and improve ICT service management
Research and critically analyse, best practice processes

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Document best practice processes for ICT service management

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Implement the identified best practice processes

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Evaluate, monitor and improve ICT service management

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 manage ICT services

1.1 Identify the quality requirement principles to provide ICT service provision, according to the business needs and expectations

1.2 Research and critically analyse, the appropriate service processes

1.3 Analyse continual improvement processes, to align and realign, the ICT services to business needs

2. Develop the quality requirements for ICT service management

2.1 Identify the specific quality requirements to improve the service management processes

2.2 Align ICT services with the business, applying service management concepts

2.3 Develop the strategies for the control, delivery and support of ICT services

3. Develop a code of practice for ICT service management

3.1 Research and critically analyse, best practice processes

3.2 Document best practice processes for ICT service management

3.3 Implement the identified best practice processes

3.4 Evaluate, monitor and improve ICT service management

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 manage ICT services

1.1 Identify the quality requirement principles to provide ICT service provision, according to the business needs and expectations

1.2 Research and critically analyse, the appropriate service processes

1.3 Analyse continual improvement processes, to align and realign, the ICT services to business needs

2. Develop the quality requirements for ICT service management

2.1 Identify the specific quality requirements to improve the service management processes

2.2 Align ICT services with the business, applying service management concepts

2.3 Develop the strategies for the control, delivery and support of ICT services

3. Develop a code of practice for ICT service management

3.1 Research and critically analyse, best practice processes

3.2 Document best practice processes for ICT service management

3.3 Implement the identified best practice processes

3.4 Evaluate, monitor and improve ICT service management

Evidence of the ability to:

research and critically analyse the provision of quality information and communications technology (ICT) services

review, then develop and implement, procedures and processes to improve the quality of ICT service management

critically review, evaluate, monitor and improve the ICT service management.

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:

review and appraise ICT service management concepts and processes

research and critically review, the quality assurance procedures in ICT services

discriminate and summarise, industry best practice processes in ICT services

summarise and contrast, the technical terminology relevant to service management.