Unit of competency Outline
Date retreived
23/07/2026 3:13 AM AWST
23/07/2026 3:13 AM AWST
Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.
Manage IT services
Manage IT services
Unit of competency
National Code
ICAICT713A
ICAICT713A
State Code
D7919
D7919
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
05/06/2014
Field of Education
029999 - Information Technology, N.e.c.
Original Release Date
05/06/2014
Nominal Hours
80
Description
This unit describes the performance outcomes, skills and knowledge required to apply the principles of service quality management and to develop a code of practice for information technology (IT) service management.
Notes
Elements and Performance Criteria
1. Prepare to manage IT services
- 1.1 Identify quality requirement principles to provide IT service provision according to business needs and expectations
- 1.2 Research and evaluate appropriate service processes
- 1.3 Analyse continual improvement processes to align and realign IT services to business needs
2. Develop quality requirements for IT service management
- 2.1 Identify specific quality requirements to improve service management processes
- 2.2 Align IT services with the business, applying service management concepts
- 2.3 Develop strategies for control, delivery and support of IT services
3. Develop a code of practice for IT service management
- 3.1 Research and evaluate best practice processes
- 3.2 Document best practice for IT service management
- 3.3 Implement identified best practice processes
- 3.4 Evaluate, monitor and improve IT service management
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.
Quality requirement principles may include:
Capability Maturity Model Integration (CMMI)
ISO standard 17025/IEC standard 20000.
Service management processes may include:
availability management
capacity management
change management
configuration management
continuity management
incident management
problem management
release management
security management.
Service management conceptsmay include:
CMMI
Six Sigma Business Process Management
total quality management (TQM).
IT services may include:
application management
information and communications technology (ICT) infrastructure management
security management
service delivery
service support
software asset management.
Quality requirement principles may include:
Capability Maturity Model Integration (CMMI)
ISO standard 17025/IEC standard 20000.
Service management processes may include:
availability management
capacity management
change management
configuration management
continuity management
incident management
problem management
release management
security management.
Service management conceptsmay include:
CMMI
Six Sigma Business Process Management
total quality management (TQM).
IT services may include:
application management
information and communications technology (ICT) infrastructure management
security management
service delivery
service support
software asset management.
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 ability to:
develop and implement procedures and processes to improve the quality of IT service management
evaluate, monitor and improve IT service management.
Context of and specific resources for assessment
Assessment must ensure access to:
current service organisational chart
current service logs and procedures
organisational mission statement
appropriate learning and assessment support when required
modified equipment for people with special needs.
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:
verbal or written questioning to assess candidate’s knowledge of service management principles
review of candidate's documented strategies for delivery and support of IT services
evaluation of candidate's code of practice for IT service management.
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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the ability to:
develop and implement procedures and processes to improve the quality of IT service management
evaluate, monitor and improve IT service management.
Context of and specific resources for assessment
Assessment must ensure access to:
current service organisational chart
current service logs and procedures
organisational mission statement
appropriate learning and assessment support when required
modified equipment for people with special needs.
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:
verbal or written questioning to assess candidate’s knowledge of service management principles
review of candidate's documented strategies for delivery and support of IT services
evaluation of candidate's code of practice for IT service management.
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.
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| AUU88 | ICTICT813 | Manage ICT services | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| D581 | ICA70111 | Graduate Certificate In Information Technology and Strategic Management | Qualification |
| D579 | ICA60411 | Advanced Diploma of Information Technology Project Management | Qualification |