Identify and resolve client IT problems

Formats and tools

Unit Description
Reconstruct the unit from the xml and display it as an HTML page.
Assessment Tool
an assessor resource that builds a framework for writing an assessment tool
Assessment Template
generate a spreadsheet for marking this unit in a classroom environment. Put student names in the top row and check them off as they demonstrate competenece for each of the unit's elements and performance criteria.
Assessment Matrix
a slightly different format than the assessment template. A spreadsheet with unit names, elements and performance criteria in separate columns. Put assessment names in column headings to track which performance criteria each one covers. Good for ensuring that you've covered every one of the performance criteria with your assessment instrument (all assessement tools together).
Wiki Markup
mark up the unit in a wiki markup codes, ready to copy and paste into a wiki page. The output will work in most wikis but is designed to work particularly well as a Wikiversity learning project.
Evidence Guide
create an evidence guide for workplace assessment and RPL applicants
Competency Mapping Template
Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners. A template for developing assessments for a unit, which will help you to create valid, fair and reliable assessments for the unit, ready to give to trainers and students
Observation Checklist
create an observation checklist for workplace assessment and RPL applicants. This is similar to the evidence guide above, but a little shorter and friendlier on your printer. You will also need to create a seperate Assessor Marking Guide for guidelines on gathering evidence and a list of key points for each activity observed using the unit's range statement, required skills and evidence required (see the unit's html page for details)

Self Assessment Survey
A form for students to assess thier current skill levels against each of the unit's performance criteria. Cut and paste into a web document or print and distribute in hard copy.
Moodle Outcomes
Create a csv file of the unit's performance criteria to import into a moodle course as outcomes, ready to associate with each of your assignments. Here's a quick 'how to' for importing these into moodle 2.x
Registered Training Organisations
Trying to find someone to train or assess you? This link lists all the RTOs that are currently registered to deliver ICASAS410A, 'Identify and resolve client IT problems'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Books
Reference books for 'Identify and resolve client IT problems' on fishpond.com.au. This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to ntisthis.com for every purchase, so go nuts :)


Elements and Performance Criteria

1. Determine client problems

1.1 Determine client problem by using questioning or other techniques

1.2 Document responses of client for follow-up action

1.3 Examine logged requests to determine specific requirements

1.4 Take action where required to gain further information

1.5 Refer to a database of known problems to identify possible resolution options

2. Prioritise client problems

2.1 Determine the scale of the problem based on information gathered

2.2 Establish and record relevant constraints

2.3 Undertake an impact analysis of the problem to determine severity and risks

2.4 Prioritise the problem according to the organisation's escalation procedures

2.5 Provide advice and support to the client from database of known problems, where appropriate

3. Refer problems where required

3.1 Investigate and apply the appropriate process to follow when referring problems to third parties

3.2 Provide third party with client and problem details as required

3.3 Document the advice and support provided by third party according to organisational guidelines, where appropriate

4. Carry out maintenance

4.1 Obtain appropriate components for resolution in line with organisational guidelines

4.2 Complete maintenance in line with organisational guidelines

4.3 Store or dispose of used components following organisational environmental guidelines

5. Prepare maintenance report

5.1 Prepare a maintenance report, including information about problems and resolution action

5.2 Forward maintenance report to client for feedback

6. Confirm problem resolution

6.1 Obtain feedback from the client to ensure requirements have been met

6.2 Forward client feedback to appropriate person for sign-off and record in known problems database as appropriate