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
communication skills to liaise with customers and present information to users
initiative and enterprise skills to:
maintain the continuity of information and communications technology (ICT) operations and business functions
resolve conflict while undertaking change procedures
review change procedures
literacy skills to:
document the expected impact to the user base
document the expected outcomes of modifications
prepare modification request forms
prepare reports
report review of results
update and amend documentation and repositories
planning and organisational skills to contribute to solutions and goals of a non-routine or contingency nature
problem-solving skills to develop new backup procedures
technical skills to undertake low-level programming.
Required knowledge
change control procedures
client business domain
current industry-accepted hardware and software products, including their general features and capabilities
help desk and maintenance practices
quality assurance practices
role of stakeholders and the degree of stakeholder involvement
system testing
features and functions of the system under modification
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.
Modification may include: | assistance enhancement error correction system recovery. |
System may include: | hardware components that run a computer software components that run a computer. |
Repositories may include: | central repository databases program library. |
Standards may include: | International Organization for Standardization (ISO), International Electrotechnical Commission (IEC) and Australian Standards (AS) standards organisational standards project standards. |
User may include: | department within the organisation person within a department third party. |
Reporting 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 the problem real-time online support web-based support. |
Appropriate person may include: | authorised business representative client project manager supervisor. |
Documentation may include: | collection of records that describe the structure hardware device maintenance and data requirements for a computer program operating system operation purpose. |
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