Elements and Performance Criteria

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.

workstations
personal computers
modems or other connectivity devices
networks
DSL modems
remote sites
servers

commercial, in-house, packaged or customised software

hardware and software components that run a computer

business
system
application
network
people in the organisation

internal departments
external organisations
individual people
employees

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

project specifications
reports
help references
technical manuals
training materials and self-paced tutorials
on-line help
user guides
brochures

ISO/IEC/AS standards
organisational standards
project standards (for further information refer to the Standards Australia website at:

ISO/IEC/AS standards
audit trails
naming standards
version control
project management templates and report writing
maintaining equipment inventory
client training
satisfaction reports

Customer contact centre or general contact point that then consults with a supplier or other technician
Customer contact centre staffed by technicians capable of solving problems
Real-time on-line support
Web-based support

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 use and update a change management system. Assessment must confirm the ability to review and assess change requirements, and to plan and implement change procedures according to organisational guidelines and client requirements. Assessment must confirm the ability to prepare and deliver training appropriate for the client.

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

Change request documentation
Physical system or network
Technical manuals, appropriate diagnostic tools
Current business requirements
Documentation standards
Change management system

Context of and specific resources for assessment
Users who submit change requests generally require that such requests are actioned promptly and in accord and with due process and organisational policies. Service providers need to ensure that appropriate records are kept, regular communication is undertaken with clients, suitable support is provided and that action is taken in accordance with organisational policies.
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:

ICAA4041C Determine and confirm client business expectations and needs
ICAS4116B Undertake capacity planning

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
Maintain knowledge of industry products and services