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Learners’ Guide Diploma of Information Technology (ICT50115) Unit: ICASAS512 Review and Manage Delivery of Maintenance Services ICT50115| ICASAS512 Review and Manage Delivery of Maintenance Services Learner’s Guide | V 1.0 | Feb 2018 Macquarie Education Group Australia Pty Ltd t/a Macquarie Institute | RTO Code 91305 | CRICOS Code 02657J Approved by: QAC | Next Review: Dec 2018 Page 2 of 17 ICT50115 Diploma of Information Technology ICASAS512 Review and Manage Delivery of Maintenance Services ASSESSMENT TASKS ICT50115| ICASAS512 Review and Manage Delivery of Maintenance Services Learner’s Guide | V 1.0 | Feb 2018 Macquarie Education Group Australia Pty Ltd t/a Macquarie Institute | RTO Code 91305 | CRICOS Code 02657J Approved by: QAC | Next Review: Dec 2018 Page 3 of 17 Mode | Classroom Delivery ICASAS512 Review and Manage Delivery of Maintenance Services Supporting: ICT50115 Diploma of Information Technology; May also support other qualifications based on respective packaging rules © Le-Sharma Pty Ltd, 2016 Copyright: Provided under license from Le-Sharma Pty Ltd. 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Le-Sharma Pty Ltd or author does not claim endorse the views expressed by them. Le-Sharma Pty Ltd ACN: 613 011 475 ICT50115| ICASAS512 Review and Manage Delivery of Maintenance Services Learner’s Guide | V 1.0 | Feb 2018 Macquarie Education Group Australia Pty Ltd t/a Macquarie Institute | RTO Code 91305 | CRICOS Code 02657J Approved by: QAC | Next Review: Dec 2018 Page 4 of 17 Unit of Competency : ICASAS512 Review and Manage Delivery of Maintenance Services Total Delivery Hours : TBA Schedule : TBA Cluster/Term : TBA 1. Introduction This assessment pack contains all the assessment tasks that need to be completed for this unit of competency. ALL the given tasks must be completed and submitted as per the instructions provided. Supporting information and guidelines are provided separately in the “Assessment Guide”, available from your trainer/assessor and online portal. 2. Unit Overview This unit describes the skills and knowledge required to review and manage the delivery of maintenance services. It applies to individuals with managerial experience and responsibility for supervising individuals working under their direct or indirect supervision. Detailed unit description, including performance criteria and competency evidence can be accessed online at; http://training.gov.au/Training/Details/ICASAS512 View Unit Learning Outcomes On successful completion of this unit, the student/trainee will be able to; ▪ Review service standards ▪ Review infrastructure ▪ Determine and implement solutions ▪ Organise reviews As well as demonstrating the performance criteria, to be assessed as competent, the student must demonstrate their ability to apply the required knowledge and skills in a range of situations. These are summarised in the unit description as provided in the link above. The students must familiarise themselves with all the competency requirements for this unit of competency and ensure that they have received all the relevant information and support, including assessment task and submission schedules, and any specific assessment requirements and conditions, from the trainer/assessor prior to undertaking these assessments. Unit Prerequisites There are no prerequisites for undertaking this unit of competency. http://training.gov.au/Training/Details/ICASAS512 http://training.gov.au/Training/Details/ICASAS512 http://training.gov.au/Training/Details/ICASAS512 ICT50115| ICASAS512 Review and Manage Delivery of Maintenance Services Learner’s Guide | V 1.0 | Feb 2018 Macquarie Education Group Australia Pty Ltd t/a Macquarie Institute | RTO Code 91305 | CRICOS Code 02657J Approved by: QAC | Next Review: Dec 2018 Page 5 of 17 3. Prescribed Text and Resources Knapp D., 2014, A Guide to Customer Service Skills for the Service Desk Professional, Cengage Learning Allen N., 2009, Network Maintenance and Troubleshooting Guide: Field Tested Solutions for Everyday Problems (2nd Ed.), Addison-Wesley Professional Suggested Online Resources What is a SLA? http://searchitchannel.techtarget.com/definition/service-level-agreement Five Key Points for Every SLA: http://archive.today/mtN2O#selection-1427.0-1427.29 SLA Information Zone: http://www.sla-zone.co.uk/ SLA Examples: www.cdu.edu.au/sites/default/files/itms-docs/MSLA.pdf its.ucsc.edu/itsm/docs/slatemplate.doc (Template) How to Develop an IT Change Management Program: http://www.wikihow.com/Develop-an-IT-Change-Management-Program Change Management Process Guide: http://www.itsmcommunity.org/downloads/Sample_Process_Guide_-_Change_Management.pdf How to develop an effective capacity planning process? http://www.computerworld.com/s/article/9174422/How_to_develop_an_effective_capacity_planning_process Capacity Planning Practices Guide: http://www2a.cdc.gov/cdcup/library/practices_guides/CDC_UP_Capacity_Planning_Practices_Guide.pdf ICT50115| ICASAS512 Review and Manage Delivery of Maintenance Services Learner’s Guide | V 1.0 | Feb 2018 Macquarie Education Group Australia Pty Ltd t/a Macquarie Institute | RTO Code 91305 | CRICOS Code 02657J Approved by: QAC | Next Review: Dec 2018 Page 6 of 17 4. Assessment Tasks The following summative assessments are planned for this unit; # Type Assessment Method 1 Install a Help Desk and Evaluate Performance Team Observation 2 Develop and Recommend Service Solutions Team Written 3 Knowledge Test Individual Written These assessment tasks/activities have been described in detail in the following section. Task schedule to be advised by trainer/assessor based on the lesson and session plans. ICT50115| ICASAS512 Review and Manage Delivery of Maintenance Services Learner’s Guide | V 1.0 | Feb 2018 Macquarie Education Group Australia Pty Ltd t/a Macquarie Institute | RTO Code 91305 | CRICOS Code 02657J Approved by: QAC | Next Review: Dec 2018 Page 7 of 17 Assessment Task 1 Description: Note to Trainers/Assessors: This is a simulated task and the students will be required to simulate the task of a remote IT support Team. This task must be run during a designated classroom session. To run this task; ▪ Create a team of two students ▪ Allocate each team a PC ▪ Provide a link to download and install free help desk software (e.g. SysAid, osTicket etc.) ▪ Create user queries in each help desk; at least three queries each team (examples of queries provided below) ▪ Provide a SLA (a sample provided with this unit. However, you may create/sources separate SLA You will be playing the role of a manager working for the client organisation. Example queries; I Can't Access My LAN My Wireless Card Is Not Working I Plug in My USB Stick and Nothing Happens Windows Won't Start! Tried to Use a Word or PowerPoint document, and the Fonts Are All Wrong How Do I Restore Something I Deleted on my Computer? My Screen Resolution Is Wrong I Tried to Upgrade My System, but I Get an Error When I Click the Close Window Icon, My Program Doesn't Go Away I Went to a Web Site in Firefox, and the Macromedia Flash Plug-in Is Missing My E-Mail Doesn't Work I Downloaded a Particular Media File, and It Won't Play My Microphone Doesn't Work I Copied Some Files to/from My USB Stick, but When I Access It Later the Files Are Not There I Can Read My USB Storage Device, but I Can't Write to It How Do I Format a Disk? How Do I Schedule Things to Happen? My Computer Freezes My Computer Is Running Quite Slowly—How Can I Find Out What Is Going On? I Forgot My System Password—What Can I Do? Ideally, read the given sample SLA and create your OWN QUERIES as appropriate to the SLA and which will allow the user to analyse the actual service to the level anticipated in SLA. Assessment is largely based on observation. Each student must be assessed individually within their respective role plays. A service-level agreement (SLA) is simply a document describing the level of service expected by a customer from a supplier, laying out the metrics by which that service is measured, and the remedies or penalties, if any, should the agreed-upon levels not be achieved (CIO, 2014). This is a team task, to be completed by a team of minimum two (2) students. In this assessment task, your team will be simulating a help desk environment, respond to faults and then evaluate the service level against the criteria set in the SLA. To complete this task, your team will require; ICT50115| ICASAS512 Review and Manage Delivery of Maintenance Services Learner’s Guide | V 1.0 | Feb 2018 Macquarie Education Group Australia Pty Ltd t/a Macquarie Institute | RTO Code 91305 | CRICOS Code 02657J Approved by: QAC | Next Review: Dec 2018 Page 8 of 17 ▪ Help desk software (Freeware) ▪ Draft/Sample SLA ▪ Access to organisation/institute/college environment