Unit of competency
Modification History
Release |
Comments |
Release 1 |
This version first released with ICT Information and Communications Technology Training Package Version 1.0. |
Application
This unit describes the skills and knowledge required to apply the principles of service quality management and to develop a code of practice for information and communications technology (ICT) service management.
It applies to individuals who work in senior management positions and manage a wide range of ICT projects, and lead the analysis, implementation and management of emerging, and converging, ICTs as they are integrated into the business process to support organisational strategic goals.
No licensing, legislative or certification requirements apply to this unit at the time of publication.
Unit Sector
General ICT
Elements and Performance Criteria
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 |
Foundation Skills
This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.
Skill |
Performance Criteria |
Description |
Reading |
1.1, 1.2, 1.3, 2.1, 3.1, 3.4 |
|
Writing |
2.2, 2.3, 3.2, 3.4 |
|
Oral Communication |
1.1-1.3, 2.1-2.3, 3.1, 3.3, 3.4 |
|
Get the work done |
1.1-1.3, 2.1-2.3, 3.1, 3.4 |
|
Unit Mapping Information
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 |
Links
Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=a53af4e4-b400-484e-b778-71c9e9d6aff2