Release 

Comments 

Release 1

This version first released with ICT Information and Communications Technology Training Package Version 6.0.

ELEMENT 

PERFORMANCE CRITERIA 

Elements describe the essential outcomes.

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

1. Identify and analyse maintenance requirements

1.1 Identify and document business continuity system malfunction risks according to task requirements

1.2 Identify and document quantification of loss potential

1.3 Identify core business functions and determine organisational service requirements

1.4 Develop and document maintenance strategy according to organisational policies, procedures and requirements

1.5 Submit document to required personnel, seek and respond to feedback

2. Identify and analyse IT system components

2.1 Review organisational systems architecture and configuration documentation

2.2 Conduct equipment and software audit and obtain required information as required

2.3 Determine and document required component and software warranty status according to vendor requirements

2.4 Identify and document recommendation for critical components, software and service arrangements

3. Develop service level agreements

3.1 Determine and document organisational maintenance requirements

3.2 Prepare and document service level agreements (SLAs) according to organisational requirements

3.3 Submit documentation to required personnel, seek and respond to feedback

4. Formulate maintenance strategy

4.1 Analyse and document maintenance options according to business cost constraints, risks and SLAs

4.2 Determine and document maintenance according to SLA and organisational requirements

4.3 Determine and document preventative maintenance schedule according to SLA and organisational requirements

4.4 Submit documentation to required personnel and seek and respond to feedback

5. Define organisational and supplier processes and standards

5.1 Negotiate and create reporting procedures for service requests with client and suppliers

5.2 Determine response time standards with client and suppliers

5.3 Create escalation procedures with client and suppliers

5.4 Set up support function according to business standards and procedures according to industry best practices

S KILL 

DESCRIPTION 

Learning

• Gathers and analyses data and seeks feedback to improve plans and processes

Numeracy

• Uses mathematical equations to calculate financial and technical data and to organise schedules
• Interprets, analyses and documents numerical and technical system data

Oral communication

• Obtains information by listening and questioning using concise and relevant industry language

Reading

• Interprets and analyses technical specifications and data and textual information from a range of sources to develop maintenance strategy

Writing

• Prepares documentation analysing requirements and detailing recommendation and agreements according to organisational requirements

Teamwork

• Uses a variety of relevant communication tools and strategies in building and maintaining effective working relationships and negotiating solutions
• Influences and fosters a collaborative culture to facilitate a sense of commitment and workplace cohesion

Planning and organising

• Develops plans to manage relatively complex routine and non-routine tasks with an awareness of how they might contribute to broader strategy and goals

Problem solving

• Makes high impact decisions in a complex and diverse environment, using input from a range of sources
• Addresses complex problems involving multiple variables, using formal analytical, lateral thinking techniques, experience and knowledge to focus in on the root cause

Self-management

• Develops and implements strategies that ensure organisational policies, procedures and regulatory requirements are met
• Monitors and reviews the organisation’s policies, procedures and adherence to legislative requirements to implement and manage change

Release 

Comments 

Release 1

This version first released with ICT Information and Communications Technology Training Package Version 6.0.