Unit of competency Outline
Date retreived
22/07/2026 6:28 AM AWST
22/07/2026 6:28 AM AWST
Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.
Review and develop IT maintenance strategy
Review and develop IT maintenance strategy
Unit of competency
National Code
ICASAS510A
ICASAS510A
State Code
D8096
D8096
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
04/11/2011
Field of Education
029999 - Information Technology, N.e.c.
Original Release Date
04/11/2011
Nominal Hours
35
Description
This unit describes the performance outcomes, skills and knowledge required to review, develop and set up maintenance strategies and supporting processes to achieve continuity of IT operations and business functions.
Notes
Elements and Performance Criteria
1. Identify and analyse maintenance needs
- 1.1 Identify risks to business continuity due to system malfunction, including quantification of possible loss
- 1.2 Identify core business functions and determine the service requirements for those functions
- 1.3 Develop a maintenance philosophy to meet business needs and apply it to dealings with the client
2. Identify and analyse IT system components to be maintained
- 2.1 Review systems architecture and configuration documentation for currency
- 2.2 Conduct an equipment and software audit if appropriate information is not available
- 2.3 Determine and document the warranty status of components and software according to vendor, project or organisational requirements
- 2.4 Identify critical components and software and document recommendations regarding possible service arrangements
3. Develop service level agreements
- 3.1 Determine the views and requirements of the client in order to identify maintenance requirements
- 3.2 Prepare service level agreements (SLAs) to match client user and business requirements
4. Formulate maintenance strategy
- 4.1 Examine maintenance options against cost constraints, risks to business continuity and SLAs
- 4.2 Identify a specific maintenance strategy based on cost, business and SLA requirements
- 4.3 Create a preventative maintenance schedule based on cost, business and SLA requirements
- 4.4 Negotiate a maintenance strategy with client and make changes to SLAs where necessary
- 4.5 Document the recommended procedure for approval from appropriate person according to organisational requirements
5. Define client and supplier processes and standards
- 5.1 Negotiate and create reporting procedures for service requests with client and suppliers
- 5.2 Determine response time standards with client and suppliers
- 5.3 Create escalation procedures with client and suppliers
- 5.4 Set up the help desk or other support function according to agreed standards and procedures and in line with industry best practices
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.
Client may include:
employee
external organisation
individual
internal department.
Systems architecture may include:
configuration:
large memory model
requests per second
small memory model
database software:
DB2
Informix
Ingres
Microsoft Structured Query Language (MS SQL) server
Mini SQL (mSQL)
MySQL
Oracle
Sybase
operating system:
Linux
Mac OS
multi-user ability
Novell NetWare 5 or above
Windows 2000 or above.
Equipment may include:
hard drives
hubs
modems or other connectivity devices, such as digital subscriber line (DSL) modems
monitors
other peripheral devices
personal computers
personal digital assistant (PDA)
printers
switches
workstations.
Software may include:
commercial
customised
in-house
packaged.
Components may include:
CD and DVD drives
central processing unit (CPU)
complementary metal oxide semiconductor (CMOS) battery
CPU upgrades
drives
fax or modem cards
interface cards
motherboards
random access memory (RAM) upgrades.
Service level agreements may include:
business processes and requirements
charge back to business units
different infrastructure services, including communications carriers, internet service providers (ISPs), application service providers (ASPs) and SLAs for vendor products
evaluation or audit of service levels
expectations regarding servicing
penalties
specific and quantity service levels
workload and performance considerations.
Appropriate person may include:
authorised business representative
client
supervisor.
Client may include:
employee
external organisation
individual
internal department.
Systems architecture may include:
configuration:
large memory model
requests per second
small memory model
database software:
DB2
Informix
Ingres
Microsoft Structured Query Language (MS SQL) server
Mini SQL (mSQL)
MySQL
Oracle
Sybase
operating system:
Linux
Mac OS
multi-user ability
Novell NetWare 5 or above
Windows 2000 or above.
Equipment may include:
hard drives
hubs
modems or other connectivity devices, such as digital subscriber line (DSL) modems
monitors
other peripheral devices
personal computers
personal digital assistant (PDA)
printers
switches
workstations.
Software may include:
commercial
customised
in-house
packaged.
Components may include:
CD and DVD drives
central processing unit (CPU)
complementary metal oxide semiconductor (CMOS) battery
CPU upgrades
drives
fax or modem cards
interface cards
motherboards
random access memory (RAM) upgrades.
Service level agreements may include:
business processes and requirements
charge back to business units
different infrastructure services, including communications carriers, internet service providers (ISPs), application service providers (ASPs) and SLAs for vendor products
evaluation or audit of service levels
expectations regarding servicing
penalties
specific and quantity service levels
workload and performance considerations.
Appropriate person may include:
authorised business representative
client
supervisor.
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:
determine maintenance strategies
put in place support processes for maintaining the continuity of IT operations and business functions.
Context of and specific resources for assessment
Assessment must ensure access to:
systems architecture documentation
warranty documents
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:
SLAs
industry support strategies
preventative maintenance
review of:
preventative maintenance schedule
SLAs
help-desk 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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the ability to:
determine maintenance strategies
put in place support processes for maintaining the continuity of IT operations and business functions.
Context of and specific resources for assessment
Assessment must ensure access to:
systems architecture documentation
warranty documents
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:
SLAs
industry support strategies
preventative maintenance
review of:
preventative maintenance schedule
SLAs
help-desk 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.
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| D0214 | ICAS5104B | Determine maintenance strategy | Unit of competency |
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| AUW58 | ICTSAS510 | Review and develop ICT maintenance strategy | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| D567 | ICA50111 | Diploma of Information Technology | Qualification |