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Evidence Guide: ICTSAS421 - Support users and troubleshoot desktop applications

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

 

ICTSAS421 - Support users and troubleshoot desktop applications

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

Install, configure and troubleshoot applications

  1. Install application for client
  2. Configure and customise application within user environment
  3. Resolve application problems
Install application for client

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Configure and customise application within user environment

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Resolve application problems

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Resolve issues related to usability, customisation and connectivity

  1. Determine issues and problems experienced by the client
  2. Research solutions to issues and problems
  3. Recommend solutions to client
  4. Resolve issues and problems
Determine issues and problems experienced by the client

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Research solutions to issues and problems

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Recommend solutions to client

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Resolve issues and problems

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Configure application security

  1. Identify and troubleshoot problems related to security permissions
  2. Identify and respond to security incidents
  3. Manage application security settings
Identify and troubleshoot problems related to security permissions

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and respond to security incidents

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Manage application security settings

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. Install, configure and troubleshoot applications

1.1 Install application for client

1.2 Configure and customise application within user environment

1.3 Resolve application problems

2. Resolve issues related to usability, customisation and connectivity

2.1 Determine issues and problems experienced by the client

2.2 Research solutions to issues and problems

2.3 Recommend solutions to client

2.4 Resolve issues and problems

3. Configure application security

3.1 Identify and troubleshoot problems related to security permissions

3.2 Identify and respond to security incidents

3.3 Manage application security settings

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. Install, configure and troubleshoot applications

1.1 Install application for client

1.2 Configure and customise application within user environment

1.3 Resolve application problems

2. Resolve issues related to usability, customisation and connectivity

2.1 Determine issues and problems experienced by the client

2.2 Research solutions to issues and problems

2.3 Recommend solutions to client

2.4 Resolve issues and problems

3. Configure application security

3.1 Identify and troubleshoot problems related to security permissions

3.2 Identify and respond to security incidents

3.3 Manage application security settings

Evidence of the ability to:

install, configure and troubleshoot computer applications

customise computer applications

anticipate and respond to a range of security incidents.

Note: Evidence must be provided for at least TWO users/situations.

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

describe the key features of operating systems (OS) and office applications including an analysis of the current system

identify sources of OS patches

discuss specific features of security incidents

describe the key features of typical systems and procedures of user support.