Unit of competency details

Unit descriptor 

This unit defines the competency required to operate and support system software.

The following units are linked and form an appropriate cluster:

• ICAS4107B Rectify system faults on a live system
• ICAS4119B Monitor and administer systems security

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication.

Application of the unit 

Prerequisite units 

ICAI3020B

Install and optimise operating system software

Employability skills 

This unit contains employability skills.

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.

ELEMENT 

PERFORMANCE CRITERIA 

1. Maintain system software

1.1. Evaluate system effectiveness against organisational requirements  and benchmarks, to determine if maintenance activities should be commenced

1.2. Use system utilisation, file and disk  structure, performance reports and files to identify peak periods and possible performance problems

1.3. Monitor system  data levels to determine whether system  performance is consistent with predetermined standards

1.4. Troubleshoot the system , if required, with appropriate system  tools

1.5. Monitor and retune the system , where applicable, to improve performance

2. Set up and manage the system files

2.1. Evaluate system requirements  and monitor the appropriateness of file and folder structures

2.2. Use the appropriate administration and tools to create file and folder structures

2.3. Set security, access and sharing of file system to meet requirements 

2.4. Identify the virus protection requirements of the network in line with policies  and organisational requirements 

2.5. Scan the system  for viruses and remove detected viruses

2.6. Test the file system  to ensure that appropriate access is available to the user  groups

2.7. Ensure log-on scripts and custom written utilities and programs conform to organisational guidelines  for simple programming constructs

2.8. Document the file system  created in accordance with organisational guidelines 

3. Monitor and manage system usage and security

3.1. Monitor user  access against user  access levels

3.2. Review security requirements  for user  and data to be stored on network 

3.3. Determine risks that data is exposed to, and formulate appropriate prevention and recovery processes

3.4. Implement a system  to provide back-up and to restore services in the event of a disaster

3.5. Document disaster recovery procedures

4. Carry out system backup

4.1. Confirm the back-up schedule meets organisational requirements 

4.2. Ensure system  back-ups are completed according to organisational, scheduling and system requirements 

4.3. Ensure that a secure off-site location for the storage of back-up media is provided and used

4.4. Ensure system  back-ups are recorded according to organisational requirements 

5. Restore system backup

5.1. Ensure system  restores are completed when required for system  recovery or testing according to organisational guidelines 

5.2. Optimise the restored system  according to organisational requirements 

5.3. Ensure system  restores are documented according to organisational requirements 

REQUIRED SKILLS AND KNOWLEDGE 

This section describes the skills and knowledge required for this unit.

Required skills 

• Managing system support
• Analysis skills in relation to routine and non-routine work processes
• Report writing skills for business requiring depth in some areas, analysis, and evaluation of information in a defined range of areas
• Problem solving skills in non-routine work processes
• Plain English literacy and communication skills in relation to dealing with users and team members

Required knowledge 

• Detailed understanding of using system software and system tools
• Broad knowledge of vendor products and trends in product development
• Broad general knowledge of the client business domain
• Broad knowledge of quality assurance practices
• Broad general knowledge of change management systems
• Broad knowledge of OH&S requirements in relation to work safety, environmental factors and ergonomic considerations

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 monitor and maintain system software performance according to vendor and organisational benchmarks utilising a wide range of features and system tools.

To demonstrate competency in this unit the learner will require access to:

• Organisational performance benchmarks
• Live system
• Client user requirements

Context of and specific resources for assessment 

Breadth, depth and complexity of knowledge and skills would prepare a person to perform a range of tasks necessary in supporting systems software.

Operations must be undertaken in accordance with organisational polices and procedures.

Managing the system software should be done under competent supervision where there is a clearly defined range of contexts for ensuring minimal disruption of services to the organisation.

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:

• ICAS4107B Rectify system faults on a live system
• ICAS4119B Monitor and administer systems security

An individual demonstrating this competency would be able to:

• Demonstrate relevant understanding of policies and procedures related to support system software, with theoretical knowledge of implementation issues in the system context
• Apply known solutions to a variety of predictable software problems and perform processes that require some discretion
• Interpret available website for managing systems software information using discretion and judgement
• Maintain knowledge of industry products and services

Additionally, 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

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.

Organisational requirements  may be in relation to:

• work environment
• problem solution processes
• preventative maintenance and diagnostic policy
• roles and technical responsibilities in the IT department
• vendor and product service-level support agreements

System  may include but is not limited to:

• hardware and software components that run a computer, databases, applications, servers, operating systems, gateways, application service provider and ISP

Organisational guidelines  may include but are not limited to:

• personal use of emails and internet access
• content of emails
• downloading information and accessing particular websites
• opening mail with attachments
• virus risk
• dispute resolution
• document procedures and templates
• communication methods
• financial control mechanisms

Network  may include but is not limited to:

• large and small LANs
• VPNs
• WANs
• the internet
• the use of the PSTN for dial-up modems only
• private lines
• data
• voice

Security requirements  may include but are not limited to:

• security levels
• trusted sites
• privacy
• SSL
• encryption

User  may include:

• a person within a department
• a department within the organisation
• a third party

Policies  may include:

• incident response procedures
• network intrusion detection systems
• forensic procedures
• training
• awareness raising strategies

System requirements  may include but are not limited to:

• system functionality
• geography
• environment
• client user
• cost constraints

Disk  may include but are not limited to:

• diskettes (floppy disks)
• CD
• CD-RW
• DVD RW
• zip disk
• solid state hard drive

Unit sector 

Support

Co-requisite units 

Competency field