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Evidence Guide: ICTSAS511 - Prioritise ICT change requests

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

 

ICTSAS511 - Prioritise ICT change requests

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

Classify and monitor change requests

  1. Receive and record change requests from the client or other sources
  2. Classify and prioritise change requests according to business guidelines and service level agreements (SLAs)
Receive and record change requests from the client or other sources

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Classify and prioritise change requests according to business guidelines and service level agreements (SLAs)

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Determine priority settings

  1. Identify risks to business continuity and prioritise changes that reduce risks for implementation
  2. Evaluate costs and benefits of implementing changes against the current system
  3. Examine benefits and costs of how and when a change is made, including risks to business continuity
  4. Schedule change analysis according to business down periods and periods of business-critical activities
Identify risks to business continuity and prioritise changes that reduce risks for implementation

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Evaluate costs and benefits of implementing changes against the current system

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Examine benefits and costs of how and when a change is made, including risks to business continuity

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Schedule change analysis according to business down periods and periods of business-critical activities

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop change analysis work plan to develop and implement changes

  1. Analyse similar change requests that might be developed and implemented simultaneously
  2. Determine impact to the system and organisation of methodology and timing of change
  3. Notify reason for the change to key stakeholders
  4. Determine resources necessary to carry out the change development, taking into account time and cost constraints
  5. Develop a change plan based on change analysis
  6. Review change-plan documentation to ensure it is completed according to system documentation standards
  7. Forward change plan to appropriate person for consideration and decision
Analyse similar change requests that might be developed and implemented simultaneously

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Determine impact to the system and organisation of methodology and timing of change

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Notify reason for the change to key stakeholders

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Determine resources necessary to carry out the change development, taking into account time and cost constraints

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop a change plan based on change analysis

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review change-plan documentation to ensure it is completed according to system documentation standards

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Forward change plan to appropriate person for consideration and decision

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Confirm change plan is complete and satisfies client

  1. Conduct feedback session with client groups to ensure change requirements are satisfactory
  2. Complete follow-up work and make recommendations for changes in procedures or documentation
Conduct feedback session with client groups to ensure change requirements are satisfactory

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Complete follow-up work and make recommendations for changes in procedures or documentation

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. Classify and monitor change requests

1.1 Receive and record change requests from the client or other sources

1.2 Classify and prioritise change requests according to business guidelines and service level agreements (SLAs)

2. Determine priority settings

2.1 Identify risks to business continuity and prioritise changes that reduce risks for implementation

2.2 Evaluate costs and benefits of implementing changes against the current system

2.3 Examine benefits and costs of how and when a change is made, including risks to business continuity

2.4 Schedule change analysis according to business down periods and periods of business-critical activities

3. Develop change analysis work plan to develop and implement changes

3.1 Analyse similar change requests that might be developed and implemented simultaneously

3.2 Determine impact to the system and organisation of methodology and timing of change

3.3 Notify reason for the change to key stakeholders

3.4 Determine resources necessary to carry out the change development, taking into account time and cost constraints

3.5 Develop a change plan based on change analysis

3.6 Review change-plan documentation to ensure it is completed according to system documentation standards

3.7 Forward change plan to appropriate person for consideration and decision

4. Confirm change plan is complete and satisfies client

4.1 Conduct feedback session with client groups to ensure change requirements are satisfactory

4.2 Complete follow-up work and make recommendations for changes in procedures or documentation

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. Classify and monitor change requests

1.1 Receive and record change requests from the client or other sources

1.2 Classify and prioritise change requests according to business guidelines and service level agreements (SLAs)

2. Determine priority settings

2.1 Identify risks to business continuity and prioritise changes that reduce risks for implementation

2.2 Evaluate costs and benefits of implementing changes against the current system

2.3 Examine benefits and costs of how and when a change is made, including risks to business continuity

2.4 Schedule change analysis according to business down periods and periods of business-critical activities

3. Develop change analysis work plan to develop and implement changes

3.1 Analyse similar change requests that might be developed and implemented simultaneously

3.2 Determine impact to the system and organisation of methodology and timing of change

3.3 Notify reason for the change to key stakeholders

3.4 Determine resources necessary to carry out the change development, taking into account time and cost constraints

3.5 Develop a change plan based on change analysis

3.6 Review change-plan documentation to ensure it is completed according to system documentation standards

3.7 Forward change plan to appropriate person for consideration and decision

4. Confirm change plan is complete and satisfies client

4.1 Conduct feedback session with client groups to ensure change requirements are satisfactory

4.2 Complete follow-up work and make recommendations for changes in procedures or documentation

Evidence of the ability to:

review change requests and prioritise according to business guidelines and service level agreements (SLAs)

evaluate cost-benefit analysis, including risks to business continuity

develop change analysis work plan

review change procedures and make appropriate recommendations.

Note: Evidence must be provided for at least TWO clients or situations.

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

describe the client business domain

analyse help desk and maintenance practices

explain the quality assurance practices relating to information and communications technology (ICT) system changes

discuss the role of stakeholders and the degree of stakeholder involvement

compare and contrast key features and capabilities of current industry accepted hardware and software products, including change management tools

analyse the system's current functionality

describe the purpose and features of SLAs.