Application
Experienced managers, project managers, and those with managerial responsibility for systems that undergo continual change apply the skills and knowledge in this unit. Information technology and the manufacturing domain are examples where the change-management process delivers benefits, as well as enabling traceability of changes.
They provide technical advice, guidance and leadership in resolution of specified problems, and the role may involve responsibility for others.
Prerequisites
Not applicable.
Elements and Performance Criteria
1. Classify and monitor change requests | 1.1 Receive and record change requests from the client or other sources 1.2 Classify and prioritise change requests according to business guidelines and service level agreements (SLAs) |
2. Determine priority settings | 2.1 Identify risks to business continuity and prioritise changes that reduce risks for implementation 2.2 Evaluate the costs and benefits of implementing changes against the current system 2.3 Examine the benefits and costs of how and when a change is made, including risks to business continuity 2.4 Schedule change analysis according to business down periods and periods of business-critical activities |
3. Develop change analysis work plan to develop and implement changes | 3.1 Analyse similar change requests that might be developed and implemented simultaneously 3.2 Determine impact to the system and organisation of methodology and timing of change 3.3 Notify the reason for the change to key stakeholders 3.4 Determine the resources necessary to carry out the change development, taking into account time and cost constraints 3.5 Develop a change plan based on change analysis 3.6 Review the change plan documentation to ensure it is completed according to system documentation standards 3.7 Forward the change plan to the appropriate person for consideration and decision |
4. Confirm change plan is complete and satisfies client | 4.1 Conduct feedback session with client groups to ensure change requirements are satisfactory 4.2 Complete follow-up work and make recommendations for changes in procedures or documentation |
Required Skills
Required skills
analytical skills to analyse risk when reviewing change requests
communication skills to:
facilitate groups to present and collect information and gain consensus on concepts
manage conflicts and handle difficult clients when reviewing change requests
negotiate with other team members
provide customer service
literacy skills to:
evaluate and present information
write reports for business
problem-solving skills to participate in the development of strategic initiatives
teamwork skills to contribute to solutions and goals of a non-routine or contingency nature
technical skills to maintain the continuity of IT operations and business functions.
Required knowledge
client business domain
help desk and maintenance practices
quality assurance practices relating to IT system changes
role of stakeholders and the degree of stakeholder involvement
change-management tools
current industry-accepted hardware and software products, including their general features and capabilities
detailed knowledge of system's current 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: review change requests and prioritise according to business guidelines and SLAs evaluate cost-benefit analysis, including risks to business continuity develop change plan based on change analysis review change procedures and make appropriate recommendations. |
Context of and specific resources for assessment | Assessment must ensure access to: sites on which change requests may be coordinated SLAs currently used in industry business guidelines 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: verbal or written questioning to assess knowledge of one or more change-management systems direct observation of candidate reviewing infrastructure discrepancies and implementing solutions review of documentation prepared by candidate, including guidelines and processes for regular reviews. |
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.
Client may include: | employee external organisation individual internal department. |
Other sources may include: | changes in underlying systems other projects problem reports senior management system enhancements. |
Service level agreements may relate to: | business processes and requirements charge back to business units clearly specified and quantified service levels evaluation or audit of service levels expectations regarding servicing many different infrastructure services: application service providers (ASPs) communications carriers internet service providers (ISPs) SLAs for vendor products penalties workload and performance considerations. |
System may include: | applications ASP databases gateways ISP operating systems servers. |
Stakeholders may include: | development team project team sponsor user. |
Documentation may follow: | audit trails International Organization for Standardization (ISO), International Electrotechnical Commission (IEC) and Australian Standards (AS) standards naming standards project management templates report writing principles version control. |
Appropriate person may include: | authorised business representative client project manager supervisor. |
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.