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

Skill

Performance Criteria

Description

Reading

2.1, 2.3, 2.4, 4.1

Interprets and analyses technical specifications and data and textual information from a range of sources to develop maintenance strategy

Writing

3.1, 3.2, 4.4, 4.5, 5.1-5.3

Uses clear and accurate language and documentation formats appropriate to different audiences/purposes to convey technical and business information

Oral Communication

3.1, 4.4, 5.1-5.4

Obtains information by listening and questioning and participates in verbal exchanges of information

Numeracy

1.1, 4.1-4.3, 5.1, 5.2

Uses mathematical equations to calculate financial and technical data and to organise schedules

Accurately interprets, analyses and documents numerical and technical system data

Navigate the world of work

2.3, 4.5, 5.4

Develops and implements strategies that ensure organisational policies, procedures and regulatory requirements are met

Monitors and reviews the organisation’s policies, procedures and adherence to legislative requirements to implement and manage change

Interact with others

3.1, 4.4, 4.5

Uses a variety of relevant communication tools and strategies in building and maintaining effective working relationships and negotiating solutions

Influences and fosters a collaborative culture to facilitate a sense of commitment and workplace cohesion

Get the work done

1.1-1.3, 2.1-2.4, 4.2-4.4, 5.1-5.4

Develops plans to manage relatively complex routine and non-routine tasks with an awareness of how they might contribute to broader strategy and goals

Gathers and analyses data and seeks feedback to improve plans and processes

Makes high impact decisions in a complex and diverse environment, using input from a range of sources

Addresses complex problems involving multiple variables, using formal analytical, lateral thinking techniques, experience and knowledge to focus in on the root cause