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.
Modification may include but is not limited to:
error correction
system recovery
assistance
enhancement
System may include but is not limited to:
hardware and software components that run a computer
Repositories may include but is not limited to:
central repository
program library
databases
Standards may include:
ISO/IEC/AS standards
organisational standards
project standards (for further information refer to the Standards Australia website at: www.standards.com.au)
Documentation may include:
collection of records that describe the structure
purpose
operation
maintenance and data requirements for a computer program
operating system
hardware device
User may include:
a person within a department
a department within the organisation
a third party
Appropriateperson may include:
supervisor
teacher
authorised business representative
client
Reporting procedures - help desk and maintenance structures will vary, some may be:
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 the problem
real-time on-line support
web-based support

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 confirm the ability to identify the expected outcomes of the modification and demonstrate the steps involved in the implementation of the modification. The learner must have a good knowledge of the implications of success and failure of the proposed modification and what steps or procedures to carry out in each of these scenarios.

To demonstrate competency in this unit the learner will require access to:
Live system
Benchmarking/testing tools
Context of and specific resources for assessment
The breadth, depth and complexity of knowledge and skills in this competency would cover a broad range of varied activities or application in a wider variety of contexts most of which are complex and non-routine. Leadership and guidance would be involved when organising activities of self and others as well as contributing to technical solutions of a non-routine or contingency nature.

Assessment must ensure:
Performance of a broad range of skilled applications including the requirement to evaluate and analyse current practices, develop new criteria and procedures for performing current practices and provision of some leadership and guidance to others in the application and planning of the skills would be characteristic.

Applications may involve responsibility for, and limited organisation of, others.
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:
ICAS4022B Determine client computing problems and action
ICAS4114B Implement maintenance procedures
ICAS4127B Support system software

An individual demonstrating this competency would be able to:
Demonstrate understanding of a broad knowledge base incorporating some theoretical concepts
Apply solutions to a defined range of unpredictable problems
Identify and apply skill and knowledge areas to a wide variety of contexts, with depth in some areas
Identify, analyse and evaluate information from a variety of sources
Take responsibility for own outputs in relation to specified quality standards
Take limited responsibility for the quantity and quality of the output of others
Maintain knowledge of industry products and services