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Evidence Guide: ICTSAS410 - Identify and resolve client ICT problems

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

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

 

ICTSAS410 - Identify and resolve client ICT problems

What evidence can you provide to prove your understanding of each of the following citeria?

Determine client problems

  1. Determine client problem by using questioning or other techniques
  2. Document responses of client for follow-up action
  3. Examine logged requests to determine specific requirements
  4. Take action where required to gain further information
  5. Refer to a database of known problems to identify possible resolution options
Determine client problem by using questioning or other techniques

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Document responses of client for follow-up action

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Examine logged requests to determine specific requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Take action where required to gain further information

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Refer to a database of known problems to identify possible resolution options

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Prioritise client problems

  1. Determine scale of the problem based on information gathered
  2. Establish and record relevant constraints
  3. Undertake an impact analysis of the problem to determine severity and risks
  4. 2.4 Prioritise problem according to organisation's escalation procedures
  5. Provide advice and support to the client from database of known problems, where appropriate
Determine scale of the problem based on information gathered

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish and record relevant constraints

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Undertake an impact analysis of the problem to determine severity and risks

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

2.4 Prioritise problem according to organisation's escalation procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide advice and support to the client from database of known problems, where appropriate

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Refer problems where required

  1. Investigate and apply appropriate process to follow when referring problems to third parties
  2. Provide third party with client and problem details as required
  3. Document advice and support provided by third party according to organisational guidelines, where appropriate
Investigate and apply appropriate process to follow when referring problems to third parties

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide third party with client and problem details as required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Document advice and support provided by third party according to organisational guidelines, where appropriate

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Carry out maintenance

  1. Obtain appropriate components for resolution in line with organisational guidelines
  2. Complete maintenance in line with organisational guidelines
  3. Store or dispose of used components following organisational environmental guidelines
Obtain appropriate components for resolution in line with organisational guidelines

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Complete maintenance in line with organisational guidelines

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Store or dispose of used components following organisational environmental guidelines

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Prepare maintenance report

  1. Prepare a maintenance report, including information about problems and resolution action
  2. Forward maintenance report to client for feedback
Prepare a maintenance report, including information about problems and resolution action

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Forward maintenance report to client for feedback

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Confirm problem resolution

  1. Obtain feedback from client to ensure requirements have been met
  2. Forward client feedback to appropriate person for sign-off and record in known problems database as appropriate
Obtain feedback from client to ensure requirements have been met

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Forward client feedback to appropriate person for sign-off and record in known problems database as appropriate

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Determine client problems

1.1 Determine client problem by using questioning or other techniques

1.2 Document responses of client for follow-up action

1.3 Examine logged requests to determine specific requirements

1.4 Take action where required to gain further information

1.5 Refer to a database of known problems to identify possible resolution options

2. Prioritise client problems

2.1 Determine scale of the problem based on information gathered

2.2 Establish and record relevant constraints

2.3 Undertake an impact analysis of the problem to determine severity and risks

2.4 Prioritise problem according to organisation's escalation procedures

2.5 Provide advice and support to the client from database of known problems, where appropriate

3. Refer problems where required

3.1 Investigate and apply appropriate process to follow when referring problems to third parties

3.2 Provide third party with client and problem details as required

3.3 Document advice and support provided by third party according to organisational guidelines, where appropriate

4. Carry out maintenance

4.1 Obtain appropriate components for resolution in line with organisational guidelines

4.2 Complete maintenance in line with organisational guidelines

4.3 Store or dispose of used components following organisational environmental guidelines

5. Prepare maintenance report

5.1 Prepare a maintenance report, including information about problems and resolution action

5.2 Forward maintenance report to client for feedback

6. Confirm problem resolution

6.1 Obtain feedback from client to ensure requirements have been met

6.2 Forward client feedback to appropriate person for sign-off and record in known problems database as appropriate

Required Skills and Knowledge

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Determine client problems

1.1 Determine client problem by using questioning or other techniques

1.2 Document responses of client for follow-up action

1.3 Examine logged requests to determine specific requirements

1.4 Take action where required to gain further information

1.5 Refer to a database of known problems to identify possible resolution options

2. Prioritise client problems

2.1 Determine scale of the problem based on information gathered

2.2 Establish and record relevant constraints

2.3 Undertake an impact analysis of the problem to determine severity and risks

2.4 Prioritise problem according to organisation's escalation procedures

2.5 Provide advice and support to the client from database of known problems, where appropriate

3. Refer problems where required

3.1 Investigate and apply appropriate process to follow when referring problems to third parties

3.2 Provide third party with client and problem details as required

3.3 Document advice and support provided by third party according to organisational guidelines, where appropriate

4. Carry out maintenance

4.1 Obtain appropriate components for resolution in line with organisational guidelines

4.2 Complete maintenance in line with organisational guidelines

4.3 Store or dispose of used components following organisational environmental guidelines

5. Prepare maintenance report

5.1 Prepare a maintenance report, including information about problems and resolution action

5.2 Forward maintenance report to client for feedback

6. Confirm problem resolution

6.1 Obtain feedback from client to ensure requirements have been met

6.2 Forward client feedback to appropriate person for sign-off and record in known problems database as appropriate