Modification History
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Release |
Comments |
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Release 1 |
This Unit 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 troubleshoot problems and apply systematic processes to fault finding across a wide range of information and communications technology (ICT) disciplines.
Application of the Unit
This unit applies to any IT practitioner who needs to apply a systematic approach to finding faults, troubleshooting problems and solving issues in a wide range of ICT-related areas.
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. Choose the most appropriate fault-finding method |
1.1 Develop a troubleshooting process to help resolve problems 1.2 Analyse and document the system that requires troubleshooting 1.3 Identify available fault-finding tools and determine the most appropriate for the identified problem 1.4 Obtain the required fault-finding tools 1.5 Identify legislation, OHS requirements, codes, regulations and standards related to the problem area |
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2. Analyse the problem to be solved |
2.1 Collect data relevant to the system 2.2 Analyse the data to determine if there is a problem and the nature of the problem 2.3 Determine specific symptoms of hardware, operating system and printer problem |
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3. Identify a solution and rectify the problem |
3.1 Formulate a solution and make provision for rollback 3.2 Systematically test variables until the problem is isolated 3.3 Rectify the problem 3.4 Create a list of probable causes of the problem |
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4. Test system and complete documentation |
4.1 Test the system to ensure the problem has been solved and record results 4.2 Identify and implement common preventative maintenance techniques to support ongoing maintenance strategies 4.3 Document the signs and symptoms of the problem and its solution, and load to database of problems or solutions for future reference |
Required Skills and Knowledge
This section describes the skills and knowledge required for this unit.
Required skills
- communication skills to:
- liaise with clients
- negotiate with other team members
- provide customer service
- work in teams
- literacy skills to:
- analyse and evaluate information
- document outcomes
- planning and organisational skills to:
- conduct risk analysis for reviewing change procedures
- maintain the continuity of IT operations and business functions
- undertake basic training needs analysis
- technical skills to apply methodology in fault diagnosis.
Required knowledge
- client support and maintenance practices
- current industry-accepted hardware and software products, including features and capabilities
- details of the system under modification
- one or more change-management tools
- quality assurance practices with regard to locating and troubleshooting IT equipment, system and software faults
- change control procedures
- system testing tools
- 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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Troubleshooting process may include: |
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System may include: |
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Fault-finding tools may include: |
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Legislation, OHS requirements, codes, regulations and standards may include: |
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Specific symptoms may include: |
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Problem may refer to: |
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Solution may include: |
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Common preventative maintenance may include: |
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Unit Sector(s)
Systems administration and support
