Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

ICTSAS412 Mapping and Delivery Guide
Action change requests

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency ICTSAS412 - Action change requests
Description
Employability Skills
Learning Outcomes and Application This unit describes the skills and knowledge required to receive, review and carry out change requests while using a change management system, according to client requirements.This unit applies to individuals who may work under supervision and have a level of responsibility to ensure work is completed to quality standards and requirements.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.

Gather evidence to demonstrate consistent performance in conditions that are safe and replicate the workplace. Noise levels, production flow, interruptions and time variances must be typical of those experienced in the systems administration and support field of work and include access to:

special purpose tools, equipment and materials

industry software packages

change request documentation

physical system or network

technical manuals

appropriate diagnostic tools

current business requirements

documentation standards

Change management system.

Assessors must satisfy NVR/AQTF assessor requirements.
Prerequisites/co-requisites
Competency Field
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities 		Slides
PPT 		Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: 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
       
Element: 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
       
Element: 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
       


Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Review change requests

1.1 Receive and document requests for hardware and software changes from client, using a change management system and according to organisational help desk procedures

1.2 Gather and organise system data relevant to the change requests, using available diagnostic tools

1.3 Review proposed changes against current and future business requirements and examine system data, with work team, to select appropriate changes

1.4 Discuss and clarify the selected changes with client

2. Modify system according to requested changes

2.1 Develop a plan, with prioritised tasks and contingency arrangements, for modification of the system

2.2 Undertake selected system changes according to organisational guidelines and procedures, and according to manufacturer recommendations

2.3 Test system changes for performance, and identify problems

2.4 Resolve identified problems

2.5 Revise relevant client and technical documentation to reflect system changes according to organisational standards

2.6 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

3.1 Prepare training to meet needs of client in using the changed system

3.2 Deliver prepared training appropriate to client

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.

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.

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

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.

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Review change requests

1.1 Receive and document requests for hardware and software changes from client, using a change management system and according to organisational help desk procedures

1.2 Gather and organise system data relevant to the change requests, using available diagnostic tools

1.3 Review proposed changes against current and future business requirements and examine system data, with work team, to select appropriate changes

1.4 Discuss and clarify the selected changes with client

2. Modify system according to requested changes

2.1 Develop a plan, with prioritised tasks and contingency arrangements, for modification of the system

2.2 Undertake selected system changes according to organisational guidelines and procedures, and according to manufacturer recommendations

2.3 Test system changes for performance, and identify problems

2.4 Resolve identified problems

2.5 Revise relevant client and technical documentation to reflect system changes according to organisational standards

2.6 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

3.1 Prepare training to meet needs of client in using the changed system

3.2 Deliver prepared training appropriate to client

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

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
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 
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 
Prepare training to meet needs of client in using the changed system 
Deliver prepared training appropriate to client 

Forms

Assessment Cover Sheet

ICTSAS412 - Action change requests
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

ICTSAS412 - Action change requests

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: