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

ICTSAS510 Mapping and Delivery Guide
Review and develop ICT maintenance strategy

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency ICTSAS510 - Review and develop ICT maintenance strategy
Description
Employability Skills
Learning Outcomes and Application This unit describes the skills and knowledge required to review, develop and set up maintenance strategies and supporting processes to achieve continuity of information and communications technology (ICT) operations and business functions.It applies to individuals who apply specialised and technical knowledge in developing strategic initiatives and in performing or organising others to complete complex technical operations.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, materials and industry software packages

systems architecture documentation and

warranty documents.

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: Identify and analyse maintenance needs
  • Identify risks to business continuity due to system malfunction, including quantification of possible loss
  • Identify core business functions and determine the service requirements for those functions
  • Develop a maintenance philosophy to meet business needs and apply it to dealings with the client
       
Element: Identify and analyse IT system components to be maintained
  • Review systems architecture and configuration documentation for currency
  • Conduct an equipment and software audit if appropriate information is not available
  • Determine and document the warranty status of components and software according to vendor, project or organisational requirements
  • Identify critical components and software, and document recommendations regarding possible service arrangements
       
Element: Develop service level agreements
  • Determine the views and requirements of the client in order to identify maintenance requirements
  • Prepare service level agreements (SLAs) to match client user and business requirements
       
Element: Formulate maintenance strategy
  • Examine maintenance options against cost constraints, risks to business continuity and SLAs
  • Identify a specific maintenance strategy based on cost, business and SLA requirements
  • Create a preventative maintenance schedule based on cost, business and SLA requirements
  • Negotiate a maintenance strategy with client and make changes to SLAs where necessary
  • Document the recommended procedure for approval from appropriate person according to organisational requirements
       
Element: Define client and supplier processes and standards
  • Negotiate and create reporting procedures for service requests with client and suppliers
  • Determine response time standards with client and suppliers
  • Create escalation procedures with client and suppliers
  • Set up the help desk or other support function according to agreed standards and procedures and in line with industry best practices
       


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. Identify and analyse maintenance needs

1.1 Identify risks to business continuity due to system malfunction, including quantification of possible loss

1.2 Identify core business functions and determine the service requirements for those functions

1.3 Develop a maintenance philosophy to meet business needs and apply it to dealings with the client

2. Identify and analyse IT system components to be maintained

2.1 Review systems architecture and configuration documentation for currency

2.2 Conduct an equipment and software audit if appropriate information is not available

2.3 Determine and document the warranty status of components and software according to vendor, project or organisational requirements

2.4 Identify critical components and software, and document recommendations regarding possible service arrangements

3. Develop service level agreements

3.1 Determine the views and requirements of the client in order to identify maintenance requirements

3.2 Prepare service level agreements (SLAs) to match client user and business requirements

4. Formulate maintenance strategy

4.1 Examine maintenance options against cost constraints, risks to business continuity and SLAs

4.2 Identify a specific maintenance strategy based on cost, business and SLA requirements

4.3 Create a preventative maintenance schedule based on cost, business and SLA requirements

4.4 Negotiate a maintenance strategy with client and make changes to SLAs where necessary

4.5 Document the recommended procedure for approval from appropriate person according to organisational requirements

5. Define client and supplier processes and standards

5.1 Negotiate and create reporting procedures for service requests with client and suppliers

5.2 Determine response time standards with client and suppliers

5.3 Create escalation procedures with client and suppliers

5.4 Set up the help desk or other support function according to agreed standards and procedures and in line with industry best practices

Evidence of the ability to:

identify and analyse maintenance needs

determine maintenance strategies

implement support processes for maintaining the continuity of information and communications technology (ICT) operations and business functions

define standards required for helpdesk support.

Note: Evidence must be provided for at least TWO clients.

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

describe the client business domain and the features of the ICT system that support the client's business activity

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

explain the information found in product warranty and service difficulty records

research and document helpdesk and maintenance practices, including general composition and operation of information database for tracking hardware, software and operational issues

describe how the system has been set up to process data and what data elements are stored

explain quality assurance practices with reference to maintenance, warranty and repair of network equipment and software

discuss relationships between the stakeholders and the service provider.

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. Identify and analyse maintenance needs

1.1 Identify risks to business continuity due to system malfunction, including quantification of possible loss

1.2 Identify core business functions and determine the service requirements for those functions

1.3 Develop a maintenance philosophy to meet business needs and apply it to dealings with the client

2. Identify and analyse IT system components to be maintained

2.1 Review systems architecture and configuration documentation for currency

2.2 Conduct an equipment and software audit if appropriate information is not available

2.3 Determine and document the warranty status of components and software according to vendor, project or organisational requirements

2.4 Identify critical components and software, and document recommendations regarding possible service arrangements

3. Develop service level agreements

3.1 Determine the views and requirements of the client in order to identify maintenance requirements

3.2 Prepare service level agreements (SLAs) to match client user and business requirements

4. Formulate maintenance strategy

4.1 Examine maintenance options against cost constraints, risks to business continuity and SLAs

4.2 Identify a specific maintenance strategy based on cost, business and SLA requirements

4.3 Create a preventative maintenance schedule based on cost, business and SLA requirements

4.4 Negotiate a maintenance strategy with client and make changes to SLAs where necessary

4.5 Document the recommended procedure for approval from appropriate person according to organisational requirements

5. Define client and supplier processes and standards

5.1 Negotiate and create reporting procedures for service requests with client and suppliers

5.2 Determine response time standards with client and suppliers

5.3 Create escalation procedures with client and suppliers

5.4 Set up the help desk or other support function according to agreed standards and procedures and in line with industry best practices

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
Identify risks to business continuity due to system malfunction, including quantification of possible loss 
Identify core business functions and determine the service requirements for those functions 
Develop a maintenance philosophy to meet business needs and apply it to dealings with the client 
Review systems architecture and configuration documentation for currency 
Conduct an equipment and software audit if appropriate information is not available 
Determine and document the warranty status of components and software according to vendor, project or organisational requirements 
Identify critical components and software, and document recommendations regarding possible service arrangements 
Determine the views and requirements of the client in order to identify maintenance requirements 
Prepare service level agreements (SLAs) to match client user and business requirements 
Examine maintenance options against cost constraints, risks to business continuity and SLAs 
Identify a specific maintenance strategy based on cost, business and SLA requirements 
Create a preventative maintenance schedule based on cost, business and SLA requirements 
Negotiate a maintenance strategy with client and make changes to SLAs where necessary 
Document the recommended procedure for approval from appropriate person according to organisational requirements 
Negotiate and create reporting procedures for service requests with client and suppliers 
Determine response time standards with client and suppliers 
Create escalation procedures with client and suppliers 
Set up the help desk or other support function according to agreed standards and procedures and in line with industry best practices 

Forms

Assessment Cover Sheet

ICTSAS510 - Review and develop ICT maintenance strategy
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:

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Date:

Assessment Record Sheet

ICTSAS510 - Review and develop ICT maintenance strategy

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: