Evidence Guide: ICTSAS204 - Record client support requirements
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
ICTSAS204 - Record client support requirements What evidence can you provide to prove your understanding of each of the following citeria?
Log requests for support
Record client support requests and requirements according to organisational standards Review client support history and details Check the information and request for accuracy and urgency according to organisational standards
Record client support requests and requirements according to organisational standardsCompleted
Teacher:
Evidence:
Review client support history and detailsCompleted
Teacher:
Evidence:
Check the information and request for accuracy and urgency according to organisational standardsCompleted
Teacher:
Evidence:
Prioritise support requests with appropriate personnel
Identify guidelines for prioritising or rating client requests Prioritise client request based on its criticality or effect on business
Identify guidelines for prioritising or rating client requestsCompleted
Teacher:
Evidence:
Prioritise client request based on its criticality or effect on businessCompleted
Teacher:
Evidence:
Record support request
Document support request according to organisational requirements Refer requests to appropriate person or department for assistance
Document support request according to organisational requirementsCompleted
Teacher:
Evidence:
Refer requests to appropriate person or department for assistanceCompleted
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. Log requests for support
1.1 Record client support requests and requirements according to organisational standards
1.2 Review client support history and details
1.3 Check the information and request for accuracy and urgency according to organisational standards
2. Prioritise support requests with appropriate personnel
2.1 Identify guidelines for prioritising or rating client requests
2.2 Prioritise client request based on its criticality or effect on business
3. Record support request
3.1 Document support request according to organisational requirements
3.2 Refer requests to appropriate person or department for assistance
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. Log requests for support
1.1 Record client support requests and requirements according to organisational standards
1.2 Review client support history and details
1.3 Check the information and request for accuracy and urgency according to organisational standards
2. Prioritise support requests with appropriate personnel
2.1 Identify guidelines for prioritising or rating client requests
2.2 Prioritise client request based on its criticality or effect on business
3. Record support request
3.1 Document support request according to organisational requirements
3.2 Refer requests to appropriate person or department for assistance