Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.
Required skills
analytical skills to:
examine system data to select appropriate changes to be carried out
review proposed changes against current and future business requirements
communication skills to:
deliver training on use of the modified system
discuss and clarify changes with clients
interact with clients and team members
maintain a client focus
notify clients of status of change
literacy skills to:
carry out change requests
conform to manufacturer’s recommendations
perform recordkeeping for requests and actions
revise technical documentation according to organisational standards
update change-management system
planning and organisational skills to:
action change requests in a timely manner
develop plans with prioritised tasks and contingency arrangements
manage and prioritise own work
prepare training to meet the needs of the client.
Required knowledge
change-management tools
client-business domain
features and capabilities of current industry-accepted hardware and software products
help-desk practices
currentservice level agreements (SLAs) within or between organisations
quality assurance practices
role of stakeholders and the degree of stakeholder involvement
system testing
system's current functionality.
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Hardware may include: | cabling modems or other connectivity devices networks personal computers remote sites servers workstations. |
Software may include: | application software: database internet browser spreadsheet word-processing commercial software customised software in-house software programming software: assembler compiler development tools system software: operating system device drivers computer security software. |
Help-desk procedures may include: | customer contact centre or general contact point that then consults with a supplier or other technician customer contact centre staffed by technicians capable of solving problems real-time online support web-based support. |
System may include: | hardware components within a computer interconnected computers and peripherals software components that run a computer. |
Requirements may be in reference to: | business network people in the organisation system. |
Client may include: | employee external organisation individual internal department. |
Organisational guidelines may include: | communication methods content of emails dispute resolution document procedures and templates downloading information and accessing particular websites financial control mechanisms opening mail with attachments personal use of emails and internet access virus risk. |
Technical documentation may include: | brochures help references online help project specifications reports technical manuals training materials and self-paced tutorials user guides. |
Standards may include: | International Organization for Standardization (ISO), International Electrotechnical Commission (IEC) and Australian Standards (AS)standards organisational standards project standards. |
Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.
Observation Checklist