Release 

Comments 

Release 1

This version first released with ICT Information and Communications Technology Training Package Version 1.0.

ELEMENT 

PERFORMANCE CRITERIA 

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Prepare to manage ICT services

1.1 Identify the quality requirement principles to provide ICT service provision, according to the business needs and expectations

1.2 Research and critically analyse, the appropriate service processes

1.3 Analyse continual improvement processes, to align and realign, the ICT services to business needs

2. Develop the quality requirements for ICT service management

2.1 Identify the specific quality requirements to improve the service management processes

2.2 Align ICT services with the business, applying service management concepts

2.3 Develop the strategies for the control, delivery and support of ICT services

3. Develop a code of practice for ICT service management

3.1 Research and critically analyse, best practice processes

3.2 Document best practice processes for ICT service management

3.3 Implement the identified best practice processes

3.4 Evaluate, monitor and improve ICT service management

Skill 

Performance Criteria 

Description 

Reading

1.1, 1.2, 1.3, 2.1, 3.1, 3.4

• Identifies, analyses and critically evaluates, complex online and hard copy documentation containing service-management and technology-specific terminology, in order to research, develop, monitor and improve, a quality service management process

Writing

2.2, 2.3, 3.2, 3.4

• Uses plain English, the appropriate grammatical structures and terminology, diagrams and flow charts, and the formatting, and document structure, relevant to the subject matter and audience, to develop strategies and best practice processes

Oral Communication

1.1-1.3, 2.1-2.3, 3.1, 3.3, 3.4

• Expresses research and resource requirements clearly, and directs discussions to elicit information, and the views and opinions of others, by using effective listening and open, questioning techniques
• Articulates requirements and methodologies clearly, using the appropriate tone, style, body language and reflective responses

Get the work done

1.1-1.3, 2.1-2.3, 3.1, 3.4

• Considers the strategic and operational potential of digital technology to achieve work goals, enhance work processes, create opportunities and reduce risks
• Draws on a broad understanding of the context and uses a combination of analysis and intuition, to decide whether an idea is worth developing and implementing
• Develops plans for complex high-impact activities with strategic implications
• Recognises and addresses complex problems involving multiple variables

Code and title 

current version 

Code and title 

previous version 

Comments 

Equivalence status 

ICTICT813 Manage ICT services

ICAICT713A Manage IT services

Updated to meet Standards for Training Packages.

Minor edit to title.

Recoded and minor changes to Performance Criteria to meet AQF requirements.

Equivalent unit

Release 

Comments 

Release 1

This version first released with ICT Information and Communications Technology Training Package Version 1.0.