Application
This unit describes the skills and knowledge required to review and manage the delivery of maintenance services.
It applies to individuals with managerial experience and responsibility for supervising individuals working under their direct or indirect supervision.
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. Review service standards | 1.1 Review service level agreements (SLAs) 1.2 Identify actual fault reporting and restoration performance, and compare with SLAs to ensure they meet requirements 1.3 Record areas of discrepancy |
2. Review infrastructure | 2.1 Identify internal support and maintenance options 2.2 Undertake a review of infrastructure 2.3 Record areas of discrepancy |
3. Determine and implement solutions | 3.1 Compare service standards and infrastructure discrepancies, and identify gaps in existing service 3.2 Document discrepancies identified 3.3 Determine cost effective solutions and impact 3.4 Implement solutions |
4. Organise reviews | 4.1 Determine guidelines for regular reviews with stakeholders 4.2 Undertake reviews as per agreed guidelines 4.3 Document review process and submit to the stakeholder 4.4 Ensure effective reporting procedures are in place and used |
Evidence of Performance
Evidence of the ability to:
analyse and report on faults and restoration performance
comply with service level agreement (SLA)
review infrastructure and document discrepancies
analyse and prioritise requests according to business requirements
implement cost effective solutions and evaluate impact.
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 and explain business scheduling requirements
discuss capacity planning and change-control procedures
compare and contrast current industry accepted hardware and software products, including their general features and capabilities
outline key features of the client business domain
evaluate help desk and maintenance practices
analyse the role of stakeholders and the degree of stakeholder involvement
describe the system's current functionality and the features and functions of system under modification.
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, and include access to:
special purpose tools, equipment and materials
industry software packages
sites on which review of maintenance-services delivery may be conducted
established ICT service infrastructure
SLAs and business guidelines.
Assessor 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, 1.2, 3.1 | Evaluates textual and numerical information from a range of documentation to inform maintenance requirements and solutions |
Writing | 1.3, 2.1, 2.3, 3.2, 4.1, 4.3 | Uses clear and precise language and document formats appropriate to the task to convey explicit information and instructions |
Numeracy | 3.3 | Calculates and compares whole numbers and decimals to estimate projected costs against budgets |
Navigate the world of work | 3.4, 4.2, 4.4 | Works independently and collectively in making decisions to achieve organisation outcomes in maintenance service delivery |
Get the work done | 1.2, 2.1, 2.2, 3.1, 3.3, 3.4, 4.1-4.4 | Accepts responsibility for planning, prioritising and sequencing complex tasks and workload Uses problem solving techniques to analyse required outcomes in order to manage maintenance-service delivery |
Sectors
Systems administration and support