Application
This unit applies to experienced technical support personnel, such as help-desk supervisors, IT support technicians, and user support specialists responsible for maintaining top performance from computer systems.
Prerequisites
Not applicable.
Elements and Performance Criteria
1. Identify areas of poor performance | 1.1 Collect system performance data, during various usage conditions and times, using available technical tools 1.2 Evaluate the collected system performance data related to organisational benchmarks and client feedback to identify areas of poor performance |
2. Investigate methods to improve system performance | 2.1 Identify options to improve performance through discussing the system performance findings with appropriate person and accessing technical resources 2.2 Create a report for appropriate person, including cost analysis and identified options for alternative courses of action designed to measurably improve performance 2.3 Present report to appropriate person for decision as to preferred course of action |
3. Develop an implementation plan for system optimisation | 3.1 Develop a plan for implementing the approved optimisation, with prioritised tasks and minimum disruption to clients 3.2 Factor project budget and staff availability into the implementation plan 3.3 Submit the implementation plan to the appropriate person for approval and revision, if necessary |
4. Modify system to optimise performance | 4.1 Install or configure system components according to installation procedures and organisational guidelines, following the implementation plan 4.2 Measure and record the change in performance resulting from the system modification, in order to assess that the required level of optimisation has been achieved 4.3 Update appropriate documentation according to organisational guidelines, to reflect the system optimisation |
5. Monitor ongoing system performance | 5.1 Implement and maintain a performance register 5.2 Review and assess benchmarks and performance regularly with the work team to enable timely optimisation and updates |
Required Skills
Required skills
basic analytical skills to:
evaluate the collected system performance data
review and assess benchmarks and performance
communication skills to:
evaluate system performance data related to organisational benchmarks
follow up on client feedback
liaise with technical team members
literacy skills to:
document initial problem and make recommendations to solve problem
implement and maintain a performance register
read technical manuals, organisational guidelines and support agreements
write reports that include cost analysis details
planning and organisational skills to:
develop an implementation plan for system optimisation
develop plans with prioritised tasks
make contingency arrangements
minimise disruption to client
organise maintenance
problem-solving skills to:
determine problems based on diagnostic tests
identify options to improve performance
solve unknown problems in a range of contexts
teamwork skills to review and assess benchmarks and performance with the work team
technical skills to:
collect system performance data using available diagnostic and technical tools
install and configure system components
measure and record changes in performance resulting from system modifications
measure system performance against predefined benchmarks.
Required knowledge
business scheduling requirements
current industry-standard hardware and software monitoring tools and how to interpret information produced from monitoring
system performance, change control procedures and theoretical concepts
one or more change-management tools
quality assurance practices with regard to proposed changes to IT systems
role of stakeholders and the degree of stakeholder involvement
features and functions of the system under modification
current system functionality.
Evidence Required
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 ability to: identify inadequacies in system performance analyse system performance tune the system to keep the system balanced and performing well. |
Context of and specific resources for assessment | Assessment must ensure access to: system components and software for performance tuning technical manuals and resources fault logs diagnostic tools appropriate learning and assessment support when required modified equipment for people with special needs. |
Method of assessment | A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit: direct observation of candidate performing system tests verbal or written questioning to assess candidate’s knowledge review of documentation recording system optimisation process. |
Guidance information for assessment | Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, where appropriate. Assessment processes and techniques must be culturally appropriate, and suitable to the communication skill level, language, literacy and numeracy capacity of the candidate and the work being performed. Indigenous people and other people from a non-English speaking background may need additional support. In cases where practical assessment is used it should be combined with targeted questioning to assess required knowledge. |
Range Statement
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Tools may include: | electronic test equipment: data analyser oscilloscope voltmeter software. |
System performance may be related to: | allocation of files across disk space disk speed I/O channel availability imbalances in disk use and available space memory availability and use number of concurrent users physical limitations of system poor design in a programs processor use queue depth seek time work load. |
Client may include: | employee external organisation individual internal department. |
Improving performance may include: | load balancing between servers or other network devices using switches or routers reducing total load by tuning the operating system tuning applications to reduce the load they impose tuning the disk sub-system using various system tools to adjust system parameters, including hardware or software upgrade. |
Appropriate person may include: | authorised business representative client project manager supervisor. |
Components may include: | CD and DVD drives central processing unit (CPU) complementary metal oxide semiconductor (CMOS) battery fax or modem cards interface cards motherboards random access memory (RAM). |
Organisational guidelines may include: | communication methods content of emails dispute resolution document procedures and templates downloading information and accessing particular websites financial control mechanisms opening mail with attachments personal use of emails and internet access virus risk. |
Documentation may follow: | audit trails International Organization for Standardization (ISO), International Electrotechnical Commission (IEC) and Australian Standards (AS) naming standards project management templates report writing principles version control. |
Sectors
Systems administration and support
Employability Skills
This unit contains employability skills.
Licensing Information
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement but users should confirm requirements with the relevant federal, state or territory authority.