Unit of competency Outline
Date retreived
23/07/2026 5:48 PM AWST
23/07/2026 5:48 PM 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.
Determine maintenance strategy
Determine maintenance strategy
Unit of competency
National Code
ICAS5104B
ICAS5104B
State Code
D0214
D0214
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
29/11/2007
Field of Education
020305 - Systems Analysis And Design
Original Release Date
29/11/2007
Nominal Hours
35
Description
This unit defines the competency required to determine and operationalise maintenance strategies and supporting processes to achieve continuity of IT operations and business functions.The following units are linked and form an appropriate cluster:ICAS5111B Review and manage delivery of maintenance servicesNo licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Identify and analyse maintenance needs
- 1.1. Identify risks to business continuity due to system malfunction including quantification of possible loss
- 1.2. Identify core business functions and determine the service requirements for those functions
- 1.3. Develop a maintenance philosophy to meet business needs and apply it to dealings with the client
2. Identify and analyse IT system components to be maintained
- 2.1. Review systems architecture and configuration documentation for currency
- 2.2. Conduct an equipment and/or software audit if appropriate information is not available
- 2.3. Determine and document the warranty status of components and/or software according to vendor, project or organisational requirements
- 2.4. Identify critical components and/or software and document recommendations regarding possible service arrangements
3. Develop service level agreements
- 3.1. Determine the views and requirements of the client in order to identify maintenance requirements
- 3.2. Prepare service-level agreements to match client user and business requirements
4. Formulate maintenance strategy
- 4.1. Examine maintenance options against cost constraints, risks to business continuity and service-level agreements
- 4.2. Identify a specific maintenance strategy based on cost, business and service-level agreements requirements
- 4.3. Create a preventative maintenance schedule based on cost, business and service-level agreements requirements
- 4.4. Negotiate a maintenance strategy with client and make changes to service-level agreements where necessary
- 4.5. Document the recommended procedure for approval from appropriate person according to organisational requirements
5. Define client 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 the help desk or other support function in accordance with agreed standards and procedures and in line with industry best practices
RANGE STATEMENT
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.
Client may include but is not limited to:
internal departments
external organisations
individual people
employees
Equipment may include but is not limited to:
workstations
personal computers
modems or other connectivity devices
printers
DSL modems
hard drives
monitors
switches
hubs
personal digital assistant (PDA)
other peripheral devices
Systems architecture may include but is not limited to:
Operating system: Novell NetWare 5 or above or operating system that has multi-user ability, Linux, Mac OS, Windows 2000 or above
Database software: Oracle, Sybase, Microsoft SQL server, Ingres, DB2, Informix, mSQL, MySQL, SQL server
Configuration: small memory model, large memory model, requests per second
Software may include but is not limited to:
commercial, in-house, packaged or customised software
Components may include:
motherboards
CMOS battery
central processing unit (CPU)
CD and DVD drives
interface cards
drives
fax/modem cards
RAM upgrades
CPU upgrades
Service-level agreement
May exist for many different infrastructure services, including communications carriers, ISPs, ASPs and SLAs for vendor products.
SLAs should consider business processes and requirements, clearly specify and quantify service levels, identify evaluation or audit of service levels. May include workload and performance considerations, expectations regarding servicing, penalties, charge back to business units.
Appropriate person may include:
supervisor
teacher
authorised business representative
client
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.
Client may include but is not limited to:
internal departments
external organisations
individual people
employees
Equipment may include but is not limited to:
workstations
personal computers
modems or other connectivity devices
printers
DSL modems
hard drives
monitors
switches
hubs
personal digital assistant (PDA)
other peripheral devices
Systems architecture may include but is not limited to:
Operating system: Novell NetWare 5 or above or operating system that has multi-user ability, Linux, Mac OS, Windows 2000 or above
Database software: Oracle, Sybase, Microsoft SQL server, Ingres, DB2, Informix, mSQL, MySQL, SQL server
Configuration: small memory model, large memory model, requests per second
Software may include but is not limited to:
commercial, in-house, packaged or customised software
Components may include:
motherboards
CMOS battery
central processing unit (CPU)
CD and DVD drives
interface cards
drives
fax/modem cards
RAM upgrades
CPU upgrades
Service-level agreement
May exist for many different infrastructure services, including communications carriers, ISPs, ASPs and SLAs for vendor products.
SLAs should consider business processes and requirements, clearly specify and quantify service levels, identify evaluation or audit of service levels. May include workload and performance considerations, expectations regarding servicing, penalties, charge back to business units.
Appropriate person may include:
supervisor
teacher
authorised business representative
client
EVIDENCE GUIDE
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 determine maintenance strategies and support processes for maintaining the continuity of IT operations and business functions that relate directly to the core and other business support functions.
To demonstrate competency in this unit the learner will require access to:
Systems architecture documentation
Warranty documents
Context of and specific resources for assessment
This competency provides for both the determination of an appropriate level of IT technical support and re-evaluation of the current service agreement for a client. The underlying principle is one of quality assurance and service provision to the client.
The breadth, depth and complexity covering planning and initiation of alternative approaches to skills or knowledge applications across a broad range of technical and/or management requirements, evaluation and coordination would be characteristic.
The demonstration of competency may also require self-directed application of knowledge and skills, with substantial depth in some areas where judgement is required in planning and selecting appropriate equipment, services and techniques for self and others.
Assessment must ensure:
Applications involve participation in development of strategic initiatives as well as personal responsibility and autonomy in performing complex technical operations or organising others. It may include participation in teams including teams concerned with planning and evaluation functions. Group or team coordination may also be involved.
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:
ICAS5111B Review and manage delivery of maintenance services
An individual demonstrating this competency would be able to:
Demonstrate understanding of a broad knowledge base incorporating theoretical concepts, with substantial depth in some areas
Analyse and plan approaches to technical problems or management requirements
Transfer and apply theoretical concepts and/or technical or creative skills to a range of situations
Evaluate information, using it to forecast for planning or research purposes
Take responsibility for own outputs in relation to broad quantity and quality parameters
Take some responsibility for the achievement of group outcomes
Maintain knowledge of industry products and services
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 determine maintenance strategies and support processes for maintaining the continuity of IT operations and business functions that relate directly to the core and other business support functions.
To demonstrate competency in this unit the learner will require access to:
Systems architecture documentation
Warranty documents
Context of and specific resources for assessment
This competency provides for both the determination of an appropriate level of IT technical support and re-evaluation of the current service agreement for a client. The underlying principle is one of quality assurance and service provision to the client.
The breadth, depth and complexity covering planning and initiation of alternative approaches to skills or knowledge applications across a broad range of technical and/or management requirements, evaluation and coordination would be characteristic.
The demonstration of competency may also require self-directed application of knowledge and skills, with substantial depth in some areas where judgement is required in planning and selecting appropriate equipment, services and techniques for self and others.
Assessment must ensure:
Applications involve participation in development of strategic initiatives as well as personal responsibility and autonomy in performing complex technical operations or organising others. It may include participation in teams including teams concerned with planning and evaluation functions. Group or team coordination may also be involved.
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:
ICAS5111B Review and manage delivery of maintenance services
An individual demonstrating this competency would be able to:
Demonstrate understanding of a broad knowledge base incorporating theoretical concepts, with substantial depth in some areas
Analyse and plan approaches to technical problems or management requirements
Transfer and apply theoretical concepts and/or technical or creative skills to a range of situations
Evaluate information, using it to forecast for planning or research purposes
Take responsibility for own outputs in relation to broad quantity and quality parameters
Take some responsibility for the achievement of group outcomes
Maintain knowledge of industry products and services
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| C8815 | ICAS5104A | Determine maintenance strategy | Unit of competency |
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| D8096 | ICASAS510A | Review and develop IT maintenance strategy | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| C867 | ICA50105 | Diploma of Information Technology (General) | Qualification |