Application
This unit describes the skills and knowledge required to manage reactive errors and failures on a live system.
It applies to individuals who apply specialised and technical knowledge and a systematic approach to monitor, maintain and troubleshoot maintenance requirements on systems that are currently operating.
No licensing, legislative or certification requirements apply to this unit at the time of publication.
Elements and Performance Criteria
ELEMENT | PERFORMANCE CRITERIA |
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1. Determine maintenance methodologies and repositories | 1.1 Identify the nature of modification to the system 1.2 Confirm existence and currency of repositories 1.3 Review repositories for changes and develop new backup procedures 1.4 Prepare or check modification request forms and levels of authority for sign-off 1.5 Develop a hierarchy of modifications and the response for each 1.6 Determine backup and blackout strategies in place |
2. Implement change management system | 2.1 Follow standards and procedures for logging the change request 2.2 Document expected impact to user base during implementation 2.3 Identify levels of possible failure and related reporting procedures 2.4 Document expected outcomes of the modification 2.5 Inform user of modification implications 2.6 Assign modification to appropriate person for actioning |
3. Report review of results | 3.1 Complete aspects of the change system and ensure modification is tested and operational 3.2 Prepare report and deliver to appropriate person, indicating the results of modification 3.3 Update and amend documentation and repositories |
Evidence of Performance
Evidence of the ability to:
identify the required modifications
itemise the expected outcomes of the modifications
implement the modifications
document and report on the modifications.
Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.
Evidence of Knowledge
To complete the unit requirements safely and effectively, the individual must:
describe the key features of change control procedures
describe the 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 the key features of help desk and maintenance practices
discuss quality assurance practices
explain the process for system testing
outline the system's current functionality and describe the features and functions of the system under modification
identify and summarise industry standards that apply to the information and communications technology (ICT) industry.
Assessment Conditions
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, including access to:
special purpose tools, equipment and materials
live system
benchmarking and testing tools.
Assessors must satisfy NVR/AQTF assessor requirements.
Foundation Skills
This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.
Skill | Performance Criteria | Description |
Reading | 1.1-1.3 | Interprets technical and non-technical information and numerical data from a range of documentation and sources to assist with troubleshooting and rectifying problems |
Writing | 1.3-1.5, 2.2, 2.4, 2.5, 3.2, 3.3 | Records and reports specific information logically, using appropriate formats and structures, and revises and updates documentation and repositories based on outcomes of action |
Oral Communication | 2.5, 2.6 | Uses industry specific vocabulary to explain and present information to a range of personnel |
Numeracy | 1.2, 1.3, 1.5, 2.1, 3.2, 3.3 | Uses mathematical equations to calculate and compare numerical data to determine required actions and for preparing technical reports |
Interact with others | 2.5, 2.6, 3.2 | Selects and uses appropriate conventions and protocols when communicating with co-workers and others in a range of work contexts |
Get the work done | 1.1-1.6, 2.1-2.3, 2.6, 3.1-3.3 | Takes responsibility for planning, sequencing and prioritising tasks and own workload for efficiency and effective outcomes Uses formal analytical thinking techniques for identifying issues and generating possible solutions, seeking input from others as required Uses main features and functions of digital tools to complete work tasks |
Sectors
Systems administration and support