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Evidence Guide: ICTSAS412 - Action change requests

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

 

ICTSAS412 - Action change requests

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

Review change requests

  1. Receive and document requests for hardware and software changes from client, using a change management system and according to organisational help desk procedures
  2. Gather and organise system data relevant to the change requests, using available diagnostic tools
  3. Review proposed changes against current and future business requirements and examine system data, with work team, to select appropriate changes
  4. Discuss and clarify the selected changes with client
Receive and document requests for hardware and software changes from client, using a change management system and according to organisational help desk procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Gather and organise system data relevant to the change requests, using available diagnostic tools

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review proposed changes against current and future business requirements and examine system data, with work team, to select appropriate changes

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Discuss and clarify the selected changes with client

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Modify system according to requested changes

  1. Develop a plan, with prioritised tasks and contingency arrangements, for modification of the system
  2. Undertake selected system changes according to organisational guidelines and procedures, and according to manufacturer recommendations
  3. Test system changes for performance, and identify problems
  4. Resolve identified problems
  5. Revise relevant client and technical documentation to reflect system changes according to organisational standards
  6. Notify client of status of change and update change management system, as per organisational help desk procedures
Develop a plan, with prioritised tasks and contingency arrangements, for modification of the system

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Undertake selected system changes according to organisational guidelines and procedures, and according to manufacturer recommendations

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Test system changes for performance, and identify problems

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Resolve identified problems

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Revise relevant client and technical documentation to reflect system changes according to organisational standards

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Notify client of status of change and update change management system, as per organisational help desk procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Prepare and deliver training on use of modified system

  1. Prepare training to meet needs of client in using the changed system
  2. Deliver prepared training appropriate to client
Prepare training to meet needs of client in using the changed system

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Deliver prepared training appropriate to client

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. Review change requests

1.1 Receive and document requests for hardware and software changes from client, using a change management system and according to organisational help desk procedures

1.2 Gather and organise system data relevant to the change requests, using available diagnostic tools

1.3 Review proposed changes against current and future business requirements and examine system data, with work team, to select appropriate changes

1.4 Discuss and clarify the selected changes with client

2. Modify system according to requested changes

2.1 Develop a plan, with prioritised tasks and contingency arrangements, for modification of the system

2.2 Undertake selected system changes according to organisational guidelines and procedures, and according to manufacturer recommendations

2.3 Test system changes for performance, and identify problems

2.4 Resolve identified problems

2.5 Revise relevant client and technical documentation to reflect system changes according to organisational standards

2.6 Notify client of status of change and update change management system, as per organisational help desk procedures

3. Prepare and deliver training on use of modified system

3.1 Prepare training to meet needs of client in using the changed system

3.2 Deliver prepared training appropriate to client

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. Review change requests

1.1 Receive and document requests for hardware and software changes from client, using a change management system and according to organisational help desk procedures

1.2 Gather and organise system data relevant to the change requests, using available diagnostic tools

1.3 Review proposed changes against current and future business requirements and examine system data, with work team, to select appropriate changes

1.4 Discuss and clarify the selected changes with client

2. Modify system according to requested changes

2.1 Develop a plan, with prioritised tasks and contingency arrangements, for modification of the system

2.2 Undertake selected system changes according to organisational guidelines and procedures, and according to manufacturer recommendations

2.3 Test system changes for performance, and identify problems

2.4 Resolve identified problems

2.5 Revise relevant client and technical documentation to reflect system changes according to organisational standards

2.6 Notify client of status of change and update change management system, as per organisational help desk procedures

3. Prepare and deliver training on use of modified system

3.1 Prepare training to meet needs of client in using the changed system

3.2 Deliver prepared training appropriate to client

Evidence of the ability to:

review and assess change requests/requirements

prioritise tasks

plan and implement change procedures

comply with organisational guidelines and client requirements

prepare and deliver training appropriate to the client.

Note: Evidence must be provided for at least TWO organisations or situations.

To complete the unit requirements safely and effectively, the individual must:

analyse current practices relating to:

change management procedures and criteria

change-management tools

help desk practices

quality assurance practices

describe 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 current service level agreements (SLAs) within or between organisations

explain the process for system testing

outline the system's current functionality.