The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!
From the Wiki University
What evidence can you provide to prove your understanding of each of the following citeria?
Prepare to work on a service desk
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Identify principles of service desk quality Completed |
Evidence:
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Apply concepts and terminology associated with a service desk environment Completed |
Evidence:
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Use appropriate service principles Completed |
Evidence:
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Support a service desk
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Use service desk systems to open a new service call Completed |
Evidence:
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Inform customer of the progress of the call using service principles Completed |
Evidence:
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Escalate a service desk call following service principles Completed |
Evidence:
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Implement service desk closure principles Completed |
Evidence:
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Seek user feedback following closure of a service desk call Completed |
Evidence:
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Apply continuous improvement to service desk
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Review service desk records Completed |
Evidence:
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Plan methods of improving performance Completed |
Evidence:
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Document proposed improvements and submit to appropriate person Completed |
Evidence:
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