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Evidence Guide: ICTSAS510 - Review and develop ICT maintenance strategy

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

ICTSAS510 - Review and develop ICT maintenance strategy

What evidence can you provide to prove your understanding of each of the following citeria?

Identify and analyse maintenance needs

  1. Identify risks to business continuity due to system malfunction, including quantification of possible loss
  2. Identify core business functions and determine the service requirements for those functions
  3. Develop a maintenance philosophy to meet business needs and apply it to dealings with the client
Identify risks to business continuity due to system malfunction, including quantification of possible loss

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify core business functions and determine the service requirements for those functions

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop a maintenance philosophy to meet business needs and apply it to dealings with the client

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and analyse IT system components to be maintained

  1. Review systems architecture and configuration documentation for currency
  2. Conduct an equipment and software audit if appropriate information is not available
  3. Determine and document the warranty status of components and software according to vendor, project or organisational requirements
  4. Identify critical components and software, and document recommendations regarding possible service arrangements
Review systems architecture and configuration documentation for currency

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Conduct an equipment and software audit if appropriate information is not available

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Determine and document the warranty status of components and software according to vendor, project or organisational requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify critical components and software, and document recommendations regarding possible service arrangements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop service level agreements

  1. Determine the views and requirements of the client in order to identify maintenance requirements
  2. Prepare service level agreements (SLAs) to match client user and business requirements
Determine the views and requirements of the client in order to identify maintenance requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Prepare service level agreements (SLAs) to match client user and business requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Formulate maintenance strategy

  1. Examine maintenance options against cost constraints, risks to business continuity and SLAs
  2. Identify a specific maintenance strategy based on cost, business and SLA requirements
  3. Create a preventative maintenance schedule based on cost, business and SLA requirements
  4. Negotiate a maintenance strategy with client and make changes to SLAs where necessary
  5. Document the recommended procedure for approval from appropriate person according to organisational requirements
Examine maintenance options against cost constraints, risks to business continuity and SLAs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify a specific maintenance strategy based on cost, business and SLA requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Create a preventative maintenance schedule based on cost, business and SLA requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Negotiate a maintenance strategy with client and make changes to SLAs where necessary

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Document the recommended procedure for approval from appropriate person according to organisational requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Define client and supplier processes and standards

  1. Negotiate and create reporting procedures for service requests with client and suppliers
  2. Determine response time standards with client and suppliers
  3. Create escalation procedures with client and suppliers
  4. Set up the help desk or other support function according to agreed standards and procedures and in line with industry best practices
Negotiate and create reporting procedures for service requests with client and suppliers

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Determine response time standards with client and suppliers

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Create escalation procedures with client and suppliers

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Set up the help desk or other support function according to agreed standards and procedures and in line with industry best practices

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

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 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 software audit if appropriate information is not available

2.3 Determine and document the warranty status of components and software according to vendor, project or organisational requirements

2.4 Identify critical components and 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 (SLAs) to match client user and business requirements

4. Formulate maintenance strategy

4.1 Examine maintenance options against cost constraints, risks to business continuity and SLAs

4.2 Identify a specific maintenance strategy based on cost, business and SLA requirements

4.3 Create a preventative maintenance schedule based on cost, business and SLA requirements

4.4 Negotiate a maintenance strategy with client and make changes to SLAs 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 according to agreed standards and procedures and in line with industry best practices

Required Skills and Knowledge

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 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 software audit if appropriate information is not available

2.3 Determine and document the warranty status of components and software according to vendor, project or organisational requirements

2.4 Identify critical components and 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 (SLAs) to match client user and business requirements

4. Formulate maintenance strategy

4.1 Examine maintenance options against cost constraints, risks to business continuity and SLAs

4.2 Identify a specific maintenance strategy based on cost, business and SLA requirements

4.3 Create a preventative maintenance schedule based on cost, business and SLA requirements

4.4 Negotiate a maintenance strategy with client and make changes to SLAs 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 according to agreed standards and procedures and in line with industry best practices

Evidence of the ability to:

identify and analyse maintenance needs

determine maintenance strategies

implement support processes for maintaining the continuity of information and communications technology (ICT) operations and business functions

define standards required for helpdesk support.

Note: Evidence must be provided for at least TWO clients.

To complete the unit requirements safely and effectively, the individual must:

describe the client business domain and the features of the ICT system that support the client's business activity

describe the key features of current industry accepted hardware and software products

explain the information found in product warranty and service difficulty records

research and document helpdesk and maintenance practices, including general composition and operation of information database for tracking hardware, software and operational issues

describe how the system has been set up to process data and what data elements are stored

explain quality assurance practices with reference to maintenance, warranty and repair of network equipment and software

discuss relationships between the stakeholders and the service provider.