Elements and Performance Criteria

RANGE STATEMENT
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.
Problem may include:
routine or non-routine problems that may affect the immediate work environment, particularly in relation to using equipment such as workstations, servers
Support agreements may include:
time
cost
warranty
replacement
performance from escalated support levels
Organisation guidelines may include but are not limited to:
security procedures
logged call procedures
client liaison policy
preventative maintenance and diagnostic policy
maintenance agreements
warranties
contracting arrangements relating to IT purchasing
Client may include but is not limited to:
internal departments
external organisations
individual people
employees
Maintenance requirements may include:
on-site response
remote diagnostics
return to depot
Environmental guidelines may include but are not limited to:
recycling
safe disposal of any packaging (e.g. cardboard, polystyrene, paper, plastic)
correct disposal of redundant hardware (e.g. hard-drives, circuit boards)
Components may include:
motherboards
CMOS battery
central processing unit (CPU)
CD and DVD drives
interface cards
drives
fax/modem cards
RAM upgrades
CPU upgrades
Solution may include but is not limited to:
new hardware
hardware upgrades
new software
software upgrades
user training
implementing a new system

EVIDENCE GUIDE
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 substantiate the ability to document network-related problems, determine the required resources, solve the client problems or escalate the problem in accordance with organisational guidelines. The network is to be maintained with minimal disruption to clients.

To demonstrate competency in this unit the learner will require access to:
Hardware
Diagnostic tools and software
Records and reports
Context of and specific resources for assessment
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:
ICAD3218B Create user documentation
ICAD4217B Create technical documentation

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