Unit of competency Outline

Date retreived
22/07/2026 1:17 PM AWST

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Apply ICT service management principles

Apply ICT service management principles

Unit of competency
National Code
ICTICT446
State Code
OBU12
TGA Status
Current
DTWD Status
Approved
Current Release Number
1.00
Current Release Date
21/07/2020
View on TGA
State Implementation and Classification
Approved Date
15/01/2021
Field of Education
080301 - Business Management
Original Release Date
15/01/2021
Nominal Hours
20
Description
This unit describes the skills and knowledge required to apply the principles of service management when supporting and resolving Information and Communications Technology (ICT) service desk cases.It applies to individuals who work in ICT service roles and are responsible for providing ICT service desk support.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Prepare to work on service desk
  • 1.1 Identify organisational policies and procedures of service desk quality
  • 1.2 Identify service management principles
  • 1.3 Access and prepare service desk environment according to organisational procedures
  • 1.4 Test service desk systems are working to function according to organisational procedures
2. Support service desk
  • 2.1 Operate service desk systems to open a new service case
  • 2.2 Investigate and confirm nature of service case
  • 2.3 Inform customer of service case progression according to service management principles
  • 2.4 Escalate service case according to service management principles, when required
  • 2.5 Confirm service case is resolved
  • 2.6 Implement service desk closure principles
  • 2.7 Seek client feedback on closure of service case
3. Apply continuous improvement to service desk
  • 3.1 Review service desk records according to service management principles
  • 3.2 Identify potential service desk areas for improvement
  • 3.3 Plan implementation of service desk performance improvement
  • 3.4 Document proposed improvements and submit to required personnel
4. Finalise service desk procedures
  • 4.1 Confirm all service desk and management procedures have been performed
  • 4.2 Review and assess impact of service desk support according to service management principles
  • 4.3 Evaluate and report on service desk procedures according to service management principles
No information
No information
Replaces
State Code National Code Title Type
AUU52 ICTICT422 Participate in ICT services Unit of competency
State Code National Code Title Type
BFF9 ICT40120 Certificate IV in Information Technology Qualification