Required skills

Problem solving skills for a defined range of unpredictable problems involving participation in the development of strategic initiatives

Plain English literacy and communication skills in relation to analysis evaluation and presentation of information

Teamwork skills involve the contribution to solutions and goals of a nonroutine or contingency nature

Group facilitation and presentation skills in relation to transferring and collecting information and gaining consensus on concepts

Negotiation skills in relation to other team members and applied to a defined range of predictable problems

Report writing skills for business requiring depth in some areas analysis and evaluation of information in a defined range of areas

Change management skills in relation to maintaining the continuity of ICT operations and business functions

Customer service skills in relation to reviewing change procedures

Skills in handling difficult clients in relation to reviewing change procedures

Conflict resolution skills in relation to reviewing change procedures

Risk analysis skills in relation to reviewing change procedures

Lowlevel training needs analysis skills

Lowlevel programming skills

Required knowledge

Broad knowledge of help desk and maintenance practices

Current industryaccepted hardware and software products with broad knowledge of general features and capabilities and detailed knowledge in some areas

Broad knowledge of the role of stakeholders and the degree of stakeholder involvement

Broad general knowledge of the client business domain

Detailed knowledge of the systems current functionality

Broad knowledge of quality assurance practices

Broad knowledge of system testing

Broad knowledge of change control procedures

Detailed knowledge of the system under modification

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria required skills and knowledge range statement and the Assessment Guidelines for the Training Package

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential

Assessment must confirm the ability to identify the expected outcomes of the modification and demonstrate the steps involved in the implementation of the modification The learner must have a good knowledge of the implications of success and failure of the proposed modification and what steps or procedures to carry out in each of these scenarios

To demonstrate competency in this unit the learner will require access to

Live system

Benchmarkingtesting tools

Context of and specific resources for assessment

The breadth depth and complexity of knowledge and skills in this competency would cover a broad range of varied activities or application in a wider variety of contexts most of which are complex and nonroutine Leadership and guidance would be involved when organising activities of self and others as well as contributing to technical solutions of a nonroutine or contingency nature

Assessment must ensure

Performance of a broad range of skilled applications including the requirement to evaluate and analyse current practices develop new criteria and procedures for performing current practices and provision of some leadership and guidance to others in the application and planning of the skills would be characteristic

Applications may involve responsibility for and limited organisation of others

Method of assessment

The purpose of this unit is to define the standard of performance to be achieved in the workplace In undertaking training and assessment activities related to this unit consideration should be given to the implementation of appropriate diversity and accessibility practices in order to accommodate people who may have special needs Additional guidance on these and related matters is provided in ICA Section

The purpose of this unit is to define the standard of performance to be achieved in the workplace. In undertaking training and assessment activities related to this unit, consideration should be given to the implementation of appropriate diversity and accessibility practices in order to accommodate people who may have special needs. Additional guidance on these and related matters is provided in ICA05 Section 1.

Competency in this unit should be assessed using summative assessment to ensure consistency of performance in a range of contexts This unit can be assessed either in the workplace or in a simulated environment However simulated activities must closely reflect the workplace to enable full demonstration of competency

Assessment will usually include observation of real or simulated work processes and procedures andor performance in a project context as well as questioning on underpinning knowledge and skills The questioning of team members supervisors subordinates peers and clients where appropriate may provide valuable input to the assessment process The interdependence of units for assessment purposes may vary with the particular project or scenario

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector workplace and job role is recommended for example

ICASB Determine client computing problems and action

ICAS4022B Determine client computing problems and action

ICASB Implement maintenance procedures

ICAS4114B Implement maintenance procedures

ICASB Support system software

ICAS4127B Support system software

An individual demonstrating this competency would be able to

Demonstrate understanding of a broad knowledge base incorporating some theoretical concepts

Apply solutions to a defined range of unpredictable problems

Identify and apply skill and knowledge areas to a wide variety of contexts with depth in some areas

Identify analyse and evaluate information from a variety of sources

Take responsibility for own outputs in relation to specified quality standards

Take limited responsibility for the quantity and quality of the output of others

Maintain knowledge of industry products and services

Modification may include but is not limited to:

System may include but is not limited to:

Repositories may include but is not limited to:

Standards may include:

Documentation may include:

User may include:

Appropriateperson may include:

Reporting procedures - help desk and maintenance structures will vary, some may be: