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Evidence Guide: ICTSAS512 - Review and manage delivery of maintenance 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

 

ICTSAS512 - Review and manage delivery of maintenance services

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

Review service standards

  1. Review service level agreements (SLAs)
  2. Identify actual fault reporting and restoration performance, and compare with SLAs to ensure they meet requirements
  3. Record areas of discrepancy
Review service level agreements (SLAs)

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify actual fault reporting and restoration performance, and compare with SLAs to ensure they meet requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Record areas of discrepancy

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review infrastructure

  1. Identify internal support and maintenance options
  2. Undertake a review of infrastructure
  3. Record areas of discrepancy
Identify internal support and maintenance options

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Undertake a review of infrastructure

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Record areas of discrepancy

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Determine and implement solutions

  1. Compare service standards and infrastructure discrepancies, and identify gaps in existing service
  2. Document discrepancies identified
  3. Determine cost effective solutions and impact
  4. Implement solutions
Compare service standards and infrastructure discrepancies, and identify gaps in existing service

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Document discrepancies identified

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Determine cost effective solutions and impact

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Implement solutions

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Organise reviews

  1. Determine guidelines for regular reviews with stakeholders
  2. Undertake reviews as per agreed guidelines
  3. Document review process and submit to the stakeholder
  4. Ensure effective reporting procedures are in place and used
Determine guidelines for regular reviews with stakeholders

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Undertake reviews as per agreed guidelines

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Document review process and submit to the stakeholder

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure effective reporting procedures are in place and used

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. Review service standards

1.1 Review service level agreements (SLAs)

1.2 Identify actual fault reporting and restoration performance, and compare with SLAs to ensure they meet requirements

1.3 Record areas of discrepancy

2. Review infrastructure

2.1 Identify internal support and maintenance options

2.2 Undertake a review of infrastructure

2.3 Record areas of discrepancy

3. Determine and implement solutions

3.1 Compare service standards and infrastructure discrepancies, and identify gaps in existing service

3.2 Document discrepancies identified

3.3 Determine cost effective solutions and impact

3.4 Implement solutions

4. Organise reviews

4.1 Determine guidelines for regular reviews with stakeholders

4.2 Undertake reviews as per agreed guidelines

4.3 Document review process and submit to the stakeholder

4.4 Ensure effective reporting procedures are in place and used

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. Review service standards

1.1 Review service level agreements (SLAs)

1.2 Identify actual fault reporting and restoration performance, and compare with SLAs to ensure they meet requirements

1.3 Record areas of discrepancy

2. Review infrastructure

2.1 Identify internal support and maintenance options

2.2 Undertake a review of infrastructure

2.3 Record areas of discrepancy

3. Determine and implement solutions

3.1 Compare service standards and infrastructure discrepancies, and identify gaps in existing service

3.2 Document discrepancies identified

3.3 Determine cost effective solutions and impact

3.4 Implement solutions

4. Organise reviews

4.1 Determine guidelines for regular reviews with stakeholders

4.2 Undertake reviews as per agreed guidelines

4.3 Document review process and submit to the stakeholder

4.4 Ensure effective reporting procedures are in place and used

Evidence of the ability to:

analyse and report on faults and restoration performance

comply with service level agreement (SLA)

review infrastructure and document discrepancies

analyse and prioritise requests according to business requirements

implement cost effective solutions and evaluate impact.

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:

describe and explain business scheduling requirements

discuss capacity planning and change-control procedures

compare and contrast current industry accepted hardware and software products, including their general features and capabilities

outline key features of the client business domain

evaluate help desk and maintenance practices

analyse the role of stakeholders and the degree of stakeholder involvement

describe the system's current functionality and the features and functions of system under modification.