Modification History
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Comments |
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ICASAS416A |
This version first released with ICA11 Information and Communications Technology Training Package version 1.0 |
Unit Descriptor
This unit describes the performance outcomes, skills and knowledge required to set up maintenance procedures to keep equipment and software operating effectively.
Application of the Unit
This unit applies to frontline technical support personnel, such as IT support technicians, and user support specialists responsible for maintaining computer equipment in an organisation.
Licensing/Regulatory Information
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement but users should confirm requirements with the relevant federal, state or territory authority.
Pre-Requisites
Not applicable.
Employability Skills Information
This unit contains employability skills.
Elements and Performance Criteria Pre-Content
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Element |
Performance Criteria |
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Elements describe the essential outcomes of a unit of competency. |
Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide. |
Elements and Performance Criteria
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1. Determine best practices for equipment and software maintenance |
1.1 Identify equipment and software that are to be maintained and implement processes to ensure future acquisitions of equipment and software are identified 1.2 Identify vendor documentation , peer organisations or research information detailing best practices in equipment and software maintenance to improve system performance and reliability 1.3 Develop recommended maintenance and operations guidelines for equipment and software maintenance based on the above research 1.4 Obtain requirements from user in the area of equipment maintenance and reliability 1.5 Document procedures for maintenance based on best practices |
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2. Identify resources to provide equipment and software maintenance |
2.1 Identify and record the level of support that can be provided by in-house resources 2.2 Identify and record the support to be supplied by external or third-party organisations 2.3 Develop or update service level agreement (SLA) with internal user and third-party suppliers |
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3. Revise practices, where appropriate |
3.1 Monitor and review maintenance operation 3.2 Identify problem areas, including failures to meet SLAs, and consider changes to maintenance procedures 3.3 Assess changes in consultation with user, support staff and third-party suppliers 3.4 Design and implement improvements to maintenance procedures |
Required Skills and Knowledge
This section describes the skills and knowledge required for this unit.
Required skills
- communication skills to liaise with customers in the provision of customer services, including basic training
- initiative and enterprise skills to work as a team member in the development of solutions and goals of a non-routine or contingency nature
- literacy skills to:
- evaluate and present information
- write technical reports
- planning and organisational skills to contribute to maintenance and continuity of IT operations and business functions
- problem-solving skills to participate in development of strategic initiatives
- technical skills to undertake low level programming and use a range of computer equipment.
Required knowledge
- business scheduling requirements
- client business domain
- current industry-standard hardware and software products, including their general features and capabilities
- diagnostic tools
- help desk and maintenance practices
- steps of maintenance procedures
- one or more change-management tools
- quality assurance practices
- role of stakeholders and the degree of stakeholder involvement
- current performance level of the system
- system's current functionality.
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.
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Overview of assessment |
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Critical aspects for assessment and evidence required to demonstrate competency in this unit |
Evidence of the ability to:
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Context of and specific resources for assessment |
Assessment must ensure access to:
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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:
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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. |
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.
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Software may include: |
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Equipment may include: |
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Documentation may follow: |
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Requirements may be in reference to: |
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User may include: |
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Service level agreement may exist for: |
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Unit Sector(s)
Systems administration and support
