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.

Quality may include:
capability maturity model integration (CMMI)
ISO standard 17025/IEC standard 20000.
Concepts and terminology may include:
alert
availability
business case
catalogue
change types (normal, standard and emergency)
configuration management system
contract
definitive media library (DML)
event
impact, urgency and priority
incident
known error
known error database (KEDB)
operational level agreement (OLA)
release and release policy
resources, capabilities and assets
risk
service assets
service catalogue
service change
service design package
service knowledge management system (SKMS)
service level agreement (SLA)
service portfolio
service provider
service request
supplier
utility and warranty
workaround.
Service desk environment may include:
call centre
help desk
local, central or virtual service desk.
Service principles may include:
communication by keeping the customer informed of progress and advising on workarounds
data integrity
ease of use for customers
incident control using life cycle management of all service requests
single point of contact (SPOC) and not necessarily the first point of contact (FPOC)
single point of entry
single point of exit
streamlined communication channels.
Service desk systems may include:
Acacia Help Desk
Aegis Service Desk
Control-F1
Giva Inc.
HelpMaster Pro
HelpTrac
Internet Software Sciences
iTrack
LBE Help Desk Software
NetHelpDesk
NetKeeper
Numara Trackit
the BridgeTrak Suite.
Service desk records may include:
calls on specific problems
calls solved by specific staff
length of open calls.

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:
follow procedures and processes to provide service desk support
plan and document strategies to improve service desk performance.
Context of and specific resources for assessment
Assessment must ensure access to:
IT service desk environment
current service logs and procedures
service desk software
customer contact technologies currently used in industry
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 candidate’s knowledge of service management and quality processes
review of candidate's documented service management processes
evaluation of candidate's service management 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.