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.

Hardware may include:
cabling
modems or other connectivity devices
networks
personal computers
remote sites
servers
workstations.
Software may include:
application software:
database
internet browser
spreadsheet
word-processing
commercial software
customised software
in-house software
programming software:
assembler
compiler
development tools
system software:
operating system
device drivers
computer security software.
Help-desk procedures may include:
customer contact centre or general contact point that then consults with a supplier or other technician
customer contact centre staffed by technicians capable of solving problems
real-time online support
web-based support.
System may include:
hardware components within a computer
interconnected computers and peripherals
software components that run a computer.
Requirements may be in reference to:
application
business
network
people in the organisation
system.
Client may include:
employee
external organisation
individual
internal department.
Organisational guidelines may include:
communication methods
content of emails
dispute resolution
document procedures and templates
downloading information and accessing particular websites
financial control mechanisms
opening mail with attachments
personal use of emails and internet access
virus risk.
Technical documentation may include:
brochures
help references
online help
project specifications
reports
technical manuals
training materials and self-paced tutorials
user guides.
Standards may include:
International Organization for Standardization (ISO), International Electrotechnical Commission (IEC) and Australian Standards (AS)standards
organisational standards
project standards.

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:
evaluate and analyse current practices
develop new criteria and procedures for performing current practices
use and update a change-management system
review and assess change requirements
plan and implement change procedures according to organisational guidelines and client requirements
prepare and deliver training appropriate to the client.
Context of and specific resources for assessment
Assessment must ensure access to:
change request documentation
physical system or network
technical manuals and appropriate diagnostic tools
current business requirements
documentation standards
change-management system
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:
review of candidate’s plan for modification of the system
direct observation of the candidate testing system changes for performance, and identifying and resolving problems
review of candidate’s technical documentation
direct observation of the candidate delivering training.
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.