Elements and Performance Criteria

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Service level agreements may relate to:
range of different infrastructure services:
application service providers (ASP)
communications carriers
internet service providers (ISP)
SLAs for vendor products
business processes and requirements
charge back to business units
clearly specified and quantified service levels
evaluation or audit of service levels
expectations regarding servicing
penalties
workload and performance considerations.
Maintenance options may include:
business hours only support
continuous support and technical help
real-time online support
on-site response
remote diagnostics
return to depot
second-level support
telephone support
web-based support.
Stakeholders may include:
development team
project team
sponsor
user.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the ability to:
analyse and report on faults and restoration performance and compliance with SLA
analyse and prioritise requests according to business requirements
review infrastructure and document discrepancies with expected service delivery
implement cost-effective solutions and evaluate impact.
Context of and specific resources for assessment
Assessment must ensure access to:
sites on which review of delivery of maintenance services may be conducted
established IT service infrastructure
SLAs and business guidelines
appropriate learning and assessment support when required
modified equipment for people with special needs.
Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
verbal or written questioning to assess knowledge of compliance with service level agreement
direct observation of candidate reviewing fault reports, restoration performance and infrastructure discrepancies
review of documentation prepared by candidate for regular assessments with stakeholders, including guidelines, processes and procedures.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, where appropriate.
Assessment processes and techniques must be culturally appropriate, and suitable to the communication skill level, language, literacy and numeracy capacity of the candidate and the work being performed.
Indigenous people and other people from a non-English speaking background may need additional support.
In cases where practical assessment is used it should be combined with targeted questioning to assess required knowledge.