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.

supervisor
teacher
authorised business representative
client

workstations
personal computers
modems or other connectivity devices
networks
DSL modems
remote sites
servers

workstations
personal computers
modems or other connectivity devices
printers
DSL modems
hard drives
monitors
switches
hubs
personal digital assistant (PDA)
other peripheral devices

commercial, in-house, packaged or customised software

internal departments
external organisations
individual people
employees

motherboards
CMOS battery
central processing unit (CPU)
CD and DVD drives
interface cards
drives
fax/modem cards
RAM upgrades
CPU upgrades

on-site response
remote diagnostics
return to depot

correct posture
lighting
type of desk
type of monitor
style of chair
typing position
repetitive strain injury prevention
ventilation
light position
correct lifting method
length of time in front of computer

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 following is essential:

Assessment must confirm the ability to undertake maintenance according to maintenance procedures, resolve a defined range of equipment and software problems, and maintain accurate records according to organisational guidelines.

To demonstrate competency in this unit the learner will require access to:

Technical environment with a variety of operational equipment and software
Technical manuals and tools
Maintenance procedures
Equipment and/or software

Context of and specific resources for assessment
Maintaining equipment and software in good order relates to house-keeping within the organisation. The outcomes from maintaining software and equipment in sound working order are reliability and stability for end users, consistency of performance and less down time.
The breadth, depth and complexity of knowledge and skills in this competency would cover selecting, adapting and transferring skills and knowledge to new environments and providing technical advice and some leadership in resolution of specified problems. This would be applied across a range of roles in a variety of contexts with some complexity in the extent and choice of options available.

Assessment must ensure:

Performance of a defined range of skilled operations, usually within a range of broader related activities involving known routines, methods and procedures, where some discretion and judgement is required in the section of equipment, services or contingency measures and within known time constraints would be characteristic.
Applications may involve some responsibility for others. Participation in teams including group or team coordination may be involved.

Method of assessment
The purpose of this unit is to define the standard of performance to be achieved in the workplace. In undertaking training and assessment activities related to this unit, consideration should be given to the implementation of appropriate diversity and accessibility practices in order to accommodate people who may have special needs. Additional guidance on these and related matters is provided in ICA05 Section 1.
Competency in this unit should be assessed using summative assessment to ensure consistency of performance in a range of contexts. This unit can be assessed either in the workplace or in a simulated environment. However, simulated activities must closely reflect the workplace to enable full demonstration of competency.
Assessment will usually include observation of real or simulated work processes and procedures and/or performance in a project context as well as questioning on underpinning knowledge and skills. The questioning of team members, supervisors, subordinates, peers and clients where appropriate may provide valuable input to the assessment process. The interdependence of units for assessment purposes may vary with the particular project or scenario.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

ICAT3025B Run standard diagnostic tests
ICAS3034B Determine and action network problems
ICAI3021B Connect internal hardware components
ICAU3019B Migrate to new technology

An individual demonstrating this competency would be able to:

Demonstrate some relevant theoretical knowledge
Apply a range of well-developed skills
Apply known solutions to a variety of predictable problems
Perform processes that require a range of well-developed skills where some discretion and judgement is required
Interpret available information, using discretion and judgement
Take responsibility for own outputs in work and learning
Take limited responsibility for the output of others
Maintain knowledge of industry products and services