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.

Client may include:
employee
external organisation
individual
internal department.
Other sources may include:
changes in underlying systems
other projects
problem reports
senior management
system enhancements.
Service level agreements may relate to:
business processes and requirements
charge back to business units
clearly specified and quantified service levels
evaluation or audit of service levels
expectations regarding servicing
many different infrastructure services:
application service providers (ASPs)
communications carriers
internet service providers (ISPs)
SLAs for vendor products
penalties
workload and performance considerations.
System may include:
applications
ASP
databases
gateways
ISP
operating systems
servers.
Stakeholders may include:
development team
project team
sponsor
user.
Documentation may follow:
audit trails
International Organization for Standardization (ISO), International Electrotechnical Commission (IEC) and Australian Standards (AS) standards
naming standards
project management templates
report writing principles
version control.
Appropriate person may include:
authorised business representative
client
project manager
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:
review change requests and prioritise according to business guidelines and SLAs
evaluate cost-benefit analysis, including risks to business continuity
develop change plan based on change analysis
review change procedures and make appropriate recommendations.
Context of and specific resources for assessment
Assessment must ensure access to:
sites on which change requests may be coordinated
SLAs currently used in industry
business guidelines
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 one or more change-management systems
direct observation of candidate reviewing infrastructure discrepancies and implementing solutions
review of documentation prepared by candidate, including guidelines and processes for regular reviews.
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.