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Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

1. Review change requests
   • Receive and document requests for hardware and software changes from client, using a change management system and according to organisational help desk procedures
   • Gather and organise system data relevant to the change requests, using available diagnostic tools
   • Review proposed changes against current and future business requirements and examine system data, with work team, to select appropriate changes
   • Discuss and clarify the selected changes with client
2. Modify system according to requested changes
   • Develop a plan, with prioritised tasks and contingency arrangements, for modification of the system
   • Undertake selected system changes according to organisational guidelines and procedures, and according to manufacturer recommendations
   • Test system changes for performance, and identify problems
   • Resolve identified problems
   • Revise relevant client and technical documentation to reflect system changes according to organisational standards
   • Notify client of status of change and update change management system, as per organisational help desk procedures
3. Prepare and deliver training on use of modified system
   • Prepare training to meet needs of client in using the changed system
   • Deliver prepared training appropriate to client

Performance Evidence

Evidence of the ability to:

review and assess change requests/requirements

prioritise tasks

plan and implement change procedures

comply with organisational guidelines and client requirements

prepare and deliver training appropriate to the client.

Note: Evidence must be provided for at least TWO organisations or situations.

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Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

analyse current practices relating to:

change management procedures and criteria

change-management tools

help desk practices

quality assurance practices

describe key features of the client business domain including the role of stakeholders and the degree of stakeholder involvement

describe the key features and capabilities of current industry-accepted hardware and software products

analyse current service level agreements (SLAs) within or between organisations

explain the process for system testing

outline the system's current functionality.

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