Required skills

Plain English literacy and communication skills in relation to analysis evaluation and presentation of information such as reporting on service history issues are necessary These could be in response to particular problems or in response to an approach to quality assurance processes aimed at a general improvement

Teamwork skills involve the contribution to solutions and goals of a nonroutine or contingency nature eg when a major system upgrade is needed and a workgroup approach is employed to implement it

Group facilitation and presentation skills in relation to transferring and collecting information and gaining consensus on concepts such as when there are alternatives to decide upon in installing new technology or in altering the service process for the current system

Project planning skills in relation to how to deliver on scope time cost and quality and how to promote communications and manage risk

Negotiation skills in relation to other team members and applied to a defined range of predictable problems such as organising equitable workloads for each team member when extra weekend or night work is necessary for a major network upgrade

Report writing skills for business requiring depth in some areas analysis and evaluation of information in a defined range of areas eg outlining possible alternatives in technology or equipment changes

Customer service skills including a semieducational role when dealing with enduser problems so that by explaining relevant concepts the learner can empower the enduser to attempt remedial action the next time a similar problem occurs

Required knowledge

General knowledge of the role that IT plays in the clients business domain Knowing what equipment supplies businesscritical services eg web server for ebusiness internet file transaction security for client accounts

Awareness of who the stakeholders are what role they play in the organisation and how dependent they are on the IT infrastructure eg salespeople and other mobile workforces may need a remote access communication service while travelling

Detailed knowledge of the IT systems current functionality in supplying the essential and desirable services to the organisation eg what servers are engaged in providing the services such as email web proxy firewall backup

Broad knowledge of quality assurance practices in relation to how the service is supplied eg are response times for help desk issues adequate for maintaining the organisations desired business activity level

Current industryaccepted hardware and software products capabilities of IT devices and detailed knowledge of areas related to the organisations services eg specialised knowledge of website security dynamic data exchange or online open file backup system

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 establish and maintain client liaison in an IT environment Evidence of communication and reporting mechanisms consistent with the identified role and as agreed between the parties must be demonstrated

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

Servicelevel agreements

Documented support requirements

Context of and specific resources for assessment

The demonstration of this competency is most relevant in the postimplementation phase of a project when the allocation of personnel and specification of support activities is most prominent This competency articulates and addresses the elements and steps that need to be carried out in order to establish a more formalised approach to postimplementation support It emphasises the threeway interrelationship between the user client support staff and equipment

The breadth depth and complexity covering planning and initiation of alternative approaches to skills or knowledge applications across a broad range of technical andor management requirements evaluation and coordination would be characteristic

The demonstration of competency may also require selfdirected application of knowledge and skills with substantial depth in some areas where judgement is required in planning and selecting appropriate equipment services and techniques for self and others

Assessment must ensure

Applications involve participation in development of strategic initiatives as well as personal responsibility and autonomy in performing complex technical operations or organising others It may include participation in teams including teams concerned with planning and evaluation functions Group or team coordination may also be involved

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

An individual demonstrating this competency would be able to

Demonstrate understanding of a broad knowledge base incorporating theoretical concepts with substantial depth in some areas

Analyse and plan approaches to technical problems or management requirements

Transfer and apply theoretical concepts andor technical or creative skills to a range of situations

Evaluate information using it to forecast for planning or research purposes

Take responsibility for own outputs in relation to broad quantity and quality parameters

Take some responsibility for the achievement of group outcomes

Maintain knowledge of industry products and services

Stakeholders may include:

Humanresourceprocesses may include but is not limited to:

Service-level agreement

System may include but is not limited to:

Appropriate person may include: