Ica05 2

Section 5 Implement Table of Contents
Section 5 IMPLEMENT
Units of Competency
Table of Contents
ICAI2015B Install software applications ______________________________________ 1

ICAI3020B Install and optimise operating system software _______________________ 5
ICAI3021B Connect internal hardware components _____________________________ 9
ICAI3101B Install and manage network protocols _____________________________ 13
ICAI3110B Implement system software changes_______________________________ 17
ICAI4029B Install network hardware to a network _____________________________ 21
ICAI4030B Install software to networked computers ___________________________ 25
ICAI4091B Conduct post-implementation review ______________________________ 29
ICAI4097B Install and configure a network___________________________________ 33
ICAI4099B Build an intranet ______________________________________________ 38
ICAI4175B Select and install a router _______________________________________ 42
ICAI4188B Install and maintain a server _____________________________________ 47
ICAI4189B Ensure website content meets technical protocols and standards _________ 52
ICAI5085B Review site in preparation for implementation_______________________ 56
ICAI5086B Scope implementation requirements_______________________________ 60
ICAI5087B Acquire system components _____________________________________ 65
ICAI5088B Evaluate and negotiate vendor offerings____________________________ 70
ICAI5089B Implement and hand over system components _______________________ 74
ICAI5090B Conduct pre-installation audit for software installation ________________ 78
ICAI5096B Complete data transition ________________________________________ 83
ICAI5098B Install and manage complex networks _____________________________ 87
ICAI5100B Build an internet infrastructure ___________________________________ 93
ICAI5152B Implement risk management processes_____________________________ 98
ICAI5172B Implement backbone technologies in a local area network ____________ 102
ICAI5173B Install and configure a single-segment local area network switch _______ 106
To be reviewed by 30 November 2008 (under continuous improvement) ICA05 Version 2

© Commonwealth of Australia, 2007 i
Table of Contents Section 5 Implement
ICAI5174B Install high-end switches in multi-switched local area networks ________ 111
ICAI5176B Install and configure router _____________________________________ 115
ICAI5196B Implement secure encryption technologies _________________________ 119
ICAI5197B Install and maintain valid authentication processes___________________ 123
ICAI5212B Implement quality assurance process for websites ___________________ 127
ICAI5216B Monitor and improve knowledge management system ________________ 131
ICAI6187B Implement change management processes _________________________ 135
Other Sections in this Training Package
Section 1 Introduction
Section 2 Analyse and Design – Units of Competency
Section 3 Build – Units of Competency
Section 4 Documentation – Units of Competency
Section 6 Strategy Planning – Units of Competency
Section 7 Support – Units of Competency
Section 8 Team Work – Units of Competency
Section 9 Test – Units of Competency
Section 10 Use – Units of Competency
Section 11 Imported Units
Index of Units (by Unit Title)
ICA05 Version 2 To be reviewed by 30 November 2008 (under continuous improvement)

ii © Commonwealth of Australia, 2007
Section 5 Implement ICAI2015B Install software applications
ICAI2015B Install software applications
Field Implement
Unit descriptor This unit defines the competency required to install or upgrade basic software
applications using a commercial applications program
There may be benefit in concurrent learning with the following units:
• ICAU2005B Operate computer hardware
• ICAU2006B Operate computing packages
• ICAU2231B Use computer operating system
The following units are linked and form an appropriate cluster:
• ICAS2016B Record client support requirements
• ICAS2017B Maintain system integrity
Employability The required outcomes described in this unit of competency contain applicable
facets of employability skills. The Employability Skills Summary for the
Skills qualification in which this unit of competency is packaged, will assist in
identifying employability skills requirements.
ELEMENT PERFORMANCE CRITERIA

Elements describe the Performance Criteria describe the required performance needed to
essential outcomes of a demonstrate achievement of the element. Where italicised text is used, further
unit of competency information is detailed in the required skills and knowledge and/or the Range
Statement. Assessment of performance is to be consistent with the Evidence
Guide.
1. Determine 1.1 Document client requirements and report to appropriate person
software or 1.2 Act on instructions to meet client requirements in line with
software upgrade organisational requirements
requirements
2. Obtain software 2.1 Investigate and select an application program that best conforms to
or software requirements and organisational policies
upgrade 2.2 Obtain application program under instruction from appropriate person
2.3 Determine licensing requirements and record in line with organisational
guidelines
2.4 Ensure target computer conforms to the minimum hardware and
operating system requirements of the application program
3. Install or upgrade 3.1 Install new or upgraded software in accordance with appropriate person
software or organisational instructions
3.2 Complete the installation process efficiently and effectively to minimise
disruption
3.3 Carry out testing and acceptance in line with corporate guidelines,
paying particular attention to possible impact on other systems
3.4 Ensure client requirements are satisfied
3.5 Refer outstanding client issues to appropriate person as necessary

© Commonwealth of Australia, 2007 1
ICAI2015B Install software applications Section 5 Implement
RANGE STATEMENT
The Range Statement contextualises the unit of competency and provides a focus for assessment. The
information provided is intended to define the scope of assessment and to assist assessors define the
performance to be achieved by an individual in the workplace. The Range Statement relates to the unit
of competency as a whole. It allows for different work environments and situations that may affect
performance. Italicised wording in the Performance Criteria is detailed as follows.
VARIABLE SCOPE
Appropriate person May include a supervisor, teacher, authorised business representative or client.
Organisational May include but are not limited to guidelines, corporate purchasing, licensing
requirements arrangements and budget.
Application May include database programs, word processors, email programs, internet
program browsers, system browsers and spreadsheets.
Licensing May include type of licence, cost of licence, support provided, and number of
requirements licences required
Client May include but is not limited to internal departments, external organisations,
individual people and internal employees.
Computer May include laptops, workstations and servers
Hardware May include:
• Workstations, personal computers
• Modem or other connectivity device, including DSL modems
• Networks
• Remote sites
• Servers
Operating System May include but is not limited to Linux 7.0 or above, Windows 2000 or
above, Apple OS X or above.
Software May include but is not limited to commercial software applications;
organisation-specific software.
Impact May be in relation to installation time, effect on normal business, problems
and data entry.
EVIDENCE GUIDE
The Evidence Guide provides advice on assessment and must be read in conjunction with the
Performance Criteria, required skills and knowledge, the Range Statement and the assessment guidelines
for this Training Package.
Critical aspects of Assessment must confirm the ability to install software applications through
evidence operating system instructions and to configure computer to accept new
software or upgrade.
Knowledge and Knowledge includes:
skills • Organisational guidelines for purchasing
• Broad general knowledge of licensing arrangements and responsibilities
• Broad general knowledge of software copyright responsibilities
• Broad general knowledge of operating systems supported by the
organisation

2 © Commonwealth of Australia, 2007
Section 5 Implement ICAI2015B Install software applications
• Broad general knowledge of hardware storage devices

• Broad general knowledge of input/output devices
• Broad general knowledge of the client business domain
Skills include:
• General customer service
• Decision making in a limited range of options
• Problem solving of known problems in routine procedures
• Plain English literacy and communication skills in relation to the
presentation of information
• Report writing skills for business requiring some analysis and evaluation
of information in a defined range of areas
Assessment The purpose of this unit is to define the standard of performance to be
guidance 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.
In the case of this unit, it could be assessed in a holistic manner with:
Resources To demonstrate competency in this unit the person will require access to:
• Organisation’s applications needs
• Appropriate software
Role context The breadth, depth and complexity of knowledge and skills in this
competency would prepare a person to perform in a range of varied activities
or knowledge applications where there is a clearly defined range of contexts in
which the choice of actions required is usually clear. There would generally
be limited complexity in the range of operations to be applied.
Performance of a prescribed range of functions involving known routines and
procedures and some accountability for the quality of outcomes would be
characteristic.

ICAI2015B Install software applications Section 5 Implement
Applications may include some complex or non-routine activities involving

individual responsibility or autonomy and/or collaboration with others as part
of a group or team.
An individual demonstrating this competency would be able to:
• Demonstrate basic operational knowledge in a moderate range of areas
• Apply a defined range of skills
• Apply known solutions to a limited range of predictable problems
• Perform a range of tasks where choice between a limited range of options
is required
• Assess and record information from varied sources
• Take limited responsibility for own outputs in work and learning
• Maintain knowledge of industry products and services

Section 5 Implement ICAI3020B Install and optimise operating system software
ICAI3020B Install and optimise operating system software
Field Implement
Unit descriptor This unit defines the competency required to install operating system
software and to make adjustments as a means of optimising the system to
accommodate business and client needs
• ICAS3024B Provide basic system administration
• ICAT3025B Run standard diagnostic tests
Employability The required outcomes described in this unit of competency contain
applicable facets of employability skills. The Employability Skills Summary
Skills for the qualification in which this unit of competency is packaged, will assist
in identifying employability skills requirements.

essential outcomes of a demonstrate achievement of the element. Where italicised text is used,
unit of competency further information is detailed in the required skills and knowledge and/or
the Range Statement. Assessment of performance is to be consistent with the
Evidence Guide.
1. Determine 1.1 Identify and demonstrate understanding of the purposes of the
function of operating system
operating systems 1.2 Distinguish between batch system, real-time system, multi-tasking
system
1.3 Identify and demonstrate understanding of the basic functions of
operating system, including file system, memory management, process
scheduling
1.4 Identify and demonstrate management of virtual memory
2. Obtain operating 2.1 Contact operating system vendors to obtain technical specifications and
system system requirements
2.2 Document adjustment recommendations and provide to appropriate
person
2.3 Determine and apply knowledge of licensing, hardware and security
requirements
3. Install, configure 3.1 Install, configure and test the operating system software in accordance
and optimise with installation procedures and organisational requirements
operating system 3.2 Optimise the system to meet organisational requirements
3.3 Document the system according to organisational requirements
3.4 Install the operating system with minimal disruption to client or users
4. Provide 4.1 Provide one-to-one instruction about changes to the client or users as
instruction to meet required
new software 4.2 Obtain client evaluation about new system to ensure requirements are
requirements met, using appropriate feedback mechanism

ICAI3020B Install and optimise operating system software Section 5 Implement
RANGE STATEMENT
VARIABLE SCOPE
Operating System May include but is not limited to Linux 7.0 or above, Windows 2000 or above,
Apple OS X or above.
Software May include but are is limited to operating systems, including standalone
personal computer systems and network operating systems; commercial
software applications; organisation-specific software; word processing,
spreadsheet, database, graphic, mail, communication packages and presentation
functionalities
Feedback May include surveys, questionnaires, interviews and meetings
mechanism
Organisational May include but are not limited to:
requirements • Availability of system to be optimised
• Level of complexity of technical manuals
• In-house or vendor; contracting arrangements relating to IT purchasing
• Client support documentation
• IT policy and procedures relating to service levels and installation.
Client May include a person within a department, a department within the organisation
or a third party
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to install and improve system performance
evidence with minimum disruption to clients.
skills • Organisational and technical systems
• Detailed knowledge of the system’s current functionality
• Functions and features of operating systems used by the organisation
• Set-up and configuration procedures
• Current industry-accepted hardware and software products, with broad
knowledge of general features and capabilities and detailed knowledge in
some areas
• Software packages supported by the organisation
• Pre-requisites for system software installation

Section 5 Implement ICAI3020B Install and optimise operating system software
• Vendor specifications and requirements for installation

• Broad knowledge of incorporating systems software
• Broad general knowledge of systems diagnostic software.
Skills include:
• Problem solving skills for a defined range of predictable problems
• Plain English literacy and communication skills in relation to analysis,
evaluation and presentation of information
• Report writing skills for business, requiring depth in some areas, analysis
and evaluation of information in a defined range of areas
• Strong interpersonal skills for team work and responsible workplace
interactions
• Software installation and configuration
• Questioning and active listening for conveying and clarifying information
• Literacy skills in regard to interpretation of technical computer installation
manuals
• Use of diagnostic tools.
Assessment The purpose of this unit is to define the standard of performance to be achieved
guidance 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.
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.
• Personal computer/workstation
• Operating System software and technical documentation
Role context The breadth, depth and complexity of knowledge and skills in this competency
would cover selecting, adapting and transferring skills and knowledge to new
environments and providing technical advice and some leadership in resolution
of specified problems. This would be applied across a range of roles in a variety
of contexts with some complexity in the extent and choice of options available.

ICAI3020B Install and optimise operating system software Section 5 Implement
Performance of a defined range of skilled operations, usually within a range of

broader related activities involving known routines, methods and procedures,
where some discretion and judgement is required in the section of equipment,
services or contingency measures and within known time constraints would be
characteristic.
Applications may involve some responsibility for others. Participation in teams
including group or team coordination may be involved.
• Demonstrate some relevant theoretical knowledge
• Apply a range of well-developed skills
• Apply known solutions to a variety of predictable problems
• Perform processes that require a range of well-developed skills where
some discretion and judgement is required
• Interpret available information, using discretion and judgement
• Take responsibility for own outputs in work and learning
• Take limited responsibility for the output of others

Section 5 Implement ICAI3021B Connect internal hardware components
ICAI3021B Connect internal hardware components
Field Implement
Unit descriptor This unit defines the competency required to modify and connect system
hardware components according to client and user requirements.
• ICAS3115B Maintain equipment and software in working order

Guide.
1. Determine new 1.1 Identify and clarify user component requirements according to
components organisation guidelines
required 1.2 Organise and record user component requirements, pass onto
appropriate person for evaluation and vendor selection
2. Obtain 2.1 Contact vendors to obtain technical specifications for the proposed
components components
2.2 Assess the options and provide recommendations to the appropriate
person for final analysis
2.3 Obtain components in preparation for installation
3. Install 3.1 Develop plans, with prioritised tasks and contingency arrangements, for
components the installation of selected components with minimum disruption to
clients
3.2 Liaise with appropriate person to obtain approval for the plans
3.3 Install and configure components according to plan, in accordance with
installation procedures and organisational requirements
3.4 Test components for error-free performance, utilising available
technology
3.5 Identify and resolve identified problems
3.6 Test and enhance system performance, using knowledge of the system,
to meet organisational benchmarks
3.7 Document the installation and configuration process according to
organisation guidelines
4. Provide 4.1 Undertake one-to-one instruction on use of modified system with client
instruction on use or user in a manner that is appropriate to the audience
of modified
system
5. Evaluate modified 5.1 Collect client or user feedback and analyse against client requirements
system 5.2 Correct identified shortcomings in the system and record actions

ICAI3021B Connect internal hardware components Section 5 Implement
RANGE STATEMENT
VARIABLE SCOPE
Components May include motherboards, CMOS battery, central processing unit (CPU), CD
and DVD drives, interface cards, drives, fax/modem cards, RAM upgrades,
CPU upgrades.
Organisational May include but are not limited to personal use of emails and internet access,
guidelines content of emails, downloading information and accessing particular websites,
opening mail with attachments, virus risk, dispute resolution, document
procedures and templates, communication methods and financial control
mechanisms.
Organisational May include but is not limited to how and what the organisation wants in regard
requirements to work environment, problem solution processes, preventative maintenance and
diagnostic policy, roles and technical responsibilities in the IT department,
vendor and product service-level support agreements
Appropriate May include a supervisor, teacher, authorised business representative or client.
person
Client May include a person within a department, a department within the organisation
or a third party
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to ascertain and meet client requirements
evidence for modification of a system’s hardware.
An ability to plan the modification and to connect the internal hardware
components according to vendor and technical specifications is essential.
Installation of components must be across a variety of situations and include
unexpected contingencies.
skills • Detailed knowledge of the system’s current functionality
some areas
• Vendor specifications and requirements for component installation
• Set-up and configuration procedures
• Detailed knowledge of areas of the operating system relevant to
configuration and testing
• Detailed knowledge of installation procedures
• Broad knowledge of systems diagnostic software

Section 5 Implement ICAI3021B Connect internal hardware components
Skills include:
• Problem solving skills for a defined range of unpredictable problems
• Language, literacy and communication skills necessary to process and
present written and verbal information to a diverse range of people
• Interpersonal skills
• Report writing skills for business
• Investigation skills for determining requirements
• Analysis and evaluation of information in a defined range of areas
• Questioning and active listening for a range of client/vendor levels
• Customer service for internal and external clients
• Ability to undertake one-to-one instruction
• Literacy skills in regard to interpretation of technical computer
installation manuals
have special needs. Additional guidance on these and related matters is
provided in ICA05 Section 1.
Evidence for assessment from industry or vendor certified training may be
presented for the whole or part of this unit depending on the range of variables
and performance criteria.
provide valuable input to the assessment process. The interdependence of units
for assessment purposes may vary with the particular project or scenario.
• ICAS3115B Maintain equipment and software in working order
• Hardware components
• Hardware system (e.g. subject personal computer, for installation of
hardware components)
• Technical manuals and tools
Role context The careful planning and promotion of hardware upgrades and changes is
critical to the effective support of business functions. Hardware modifications
need to be risk managed similar to other business processes. The effective
management and execution of the component maintenance and replacement
process may significantly determine the amount of down time a company
encounters.

ICAI3021B Connect internal hardware components Section 5 Implement
The breadth, depth and complexity of knowledge and skills in this competency
of specified problems. This would be applied across a range of roles in a
variety of contexts with some complexity in the extent and choice of options
available.
characteristic.
Additionally, an individual demonstrating this competency would be able to:
• Install hardware components safely
• Keep appropriate records of changes to hardware
• Apply hardware solutions to a variety of predictable problems
• Interpret available information from hardware vendors and request
clarification where needed
• Take responsibility for hardware-related outputs

Section 5 Implement ICAI3101B Install and manage network protocols
ICAI3101B Install and manage network protocols
Field Implement
Unit descriptor This unit defines the competency required to install and manage network
protocols in a networking environment.
These units are linked and form an appropriate cluster:
• ICAS3121B Administer network peripherals
• ICAS3031B Provide advice to clients
• ICAS3032B Provide network systems administration
• ICAS3120B Configure and administer a network operating system

Evidence Guide.
1. Install and manage 1.1 Select, test and validate appropriate network protocol services
network protocols 1.2 Design a network addressing system, with subnet and host IDs,
including appropriate devices
1.3 Configure hosts and workstations to use IP addresses either manually or
through automatic allocation of addresses, such as found with dynamic
host configuration protocol (DHCP)
2. Identify network 2.1 Identify a range of well-known network protocol applications
protocol 2.2 Evaluate client user requirement and recommend network protocol
applications services
2.3 Apply IP addressing scheme according to approved polices and
procedures
RANGE STATEMENT
VARIABLE SCOPE
Devices May include but is not limited to gateways, routers or emulators
Network May include but is not limited to large and small local area networks (LANs),
wide area networks (WANs), Virtual Private Networks (VPNs) and wireless
local area networks (WLANs).

ICAI3101B Install and manage network protocols Section 5 Implement
Applications May include but are not limited to secure shell, Telnet (not secure), file transfer
protocol (FTP), simple mail transfer protocol (SMTP), hypertext transfer
protocol (HTTP), hypertext transfer protocol secure (HTTPS), secure socket
layer (SSL)
Network protocol Some organisations may use a wide range of protocols while others a few or
services none at all, though more and more companies are using a large number of
protocols:
• TCP/IP
• Hypertext transfer protocol (HTTP)
• Simple network management protocol (SNMP)
• H.323 protocol
• Internet protocol (IP)
• Electronic mail protocols
• Address resolution protocol (ARP)
• Wireless application protocol (WAP)
• Dynamic host configuration protocol (DHCP)
• Simple object access protocol (SOAP)
• Internet protocol version 6 (IPv6)
• File transfer protocol (FTP)
EVIDENCE GUIDE
Critical aspects of Assessment must confirm knowledge of network protocols and how this
evidence knowledge can be used internally and to facilitate interconnectivity.
Assessment must confirm the ability to install and manage network protocols in
a network, including troubleshooting procedures.
skills • Current industry-accepted hardware and software products, with broad
knowledge of general features and capabilities
• Broad general knowledge of the client business domain, business function
and organisation (e.g. when installing network protocol applications)
• Communications technologies, with broad knowledge of general features
and capabilities incorporating substantial depth in some areas
• Substantial knowledge of network protocols (e.g. when installing and
configuring network protocol environment)
• Broad knowledge of vendor product range and development directions
Skills include:
• Plain English literacy and communication skills in relation to dealing with
clients and team members
• Problem solving skills for a defined range of network functions, problems
involving participation in developing strategic initiatives (e.g. when
designing a network addressing system with subnet and host IDs, and when
using appropriate devices, such as gateways, routers or emulations)

Section 5 Implement ICAI3101B Install and manage network protocols
• Project planning skills in relation to set benchmarks and identified scope
(e.g. when designing network addressing system with subnet and host IDs,
using appropriate devices, such as gateways, routers or emulations)
in ICA05 Section 1.
• Live network
• Networked computers
characteristic.

ICAI3101B Install and manage network protocols Section 5 Implement


Section 5 Implement ICAI3110B Implement system software changes
ICAI3110B Implement system software changes
Field Implement
Unit descriptor This unit defines the competency required to implement system software
changes and to handover the modified system to the client’s operational area.
Pre-requisite The following units are pre-requisite for this competency:
units • ICAI3020B Install and optimise operating system software
• ICAI4029B Install network hardware to a network
• ICAS3034B Determine and action network problems

Guide.
1. Determine system 1.1 Determine and record the required changes to system
changes required 1.2 Ensure that documentary evidence exists to support changes and
evaluate changes required
1.3 Complete all documentation required in accordance with maintenance
methodologies
1.4 Clarify and confirm the nature of the changes with the client
1.5 Obtain technical data from reliable sources and request other resources
that may be required to complete the changes
2. Carry out system 2.1 Plan the procedure to effect intended changes
changes 2.2 Confer with colleagues and users involved in the proposed changes and
agree a mutually acceptable timeline and method of implementation
2.3 Copy initialisation or configuration files prior to implementation
2.4 Create a roll-back path in the event of failure
2.5 Ensure that changes required in software are made according to project
or organisational guidelines
2.6 Test and verify that the changes have been made according to
implementation guides and organisational standards
3. Present changes 3.1 Demonstrate changes to the client and explain the impact of these
to client changes
3.2 Work towards making these changes acceptable to the client if changes
are rejected, or making further modifications if required
3.3 Update documentation and repositories in accordance with standards and
update modifications made to the change management system

ICAI3110B Implement system software changes Section 5 mplement
4. Perform handover 4.1 Update documentation and client procedures to reflect changes made
to client’s 4.2 Secure sign off of acceptance documents by client
operational
4.3 Facilitate handover of modified system to client’s operational area
RANGE STATEMENT
VARIABLE SCOPE
System May include but is not limited to network, application, software, business,
computers, financial system, management system and information system
Documentation Documentation for version control may follow ISO/IEC/AS standards, audit
trails, naming standards, version control, project management templates and
report writing, maintaining equipment inventory; client training and satisfaction
reports
mechanisms.
individual people and internal employees
User May include a person within a department, a department within the organisation
or a third party
Implementation May include implementing the entire system, and formulating methods for
standby operations or contingency plans
organisation-specific software, packaged software, in-house or customised
software.
Organisational May include formal procedures that must be adhered to, such as check points
standards and sign-offs with documented procedures and templates; implementation of
financial control mechanisms; communication with stakeholders; dispute
resolution and modification procedures; and processes for determining size and
cost.
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to implement changes to the system with
evidence minimum disruption to the system and client users. All changes are to be
documented.
Whilst this competency is primarily about software implementation, a
competent individual needs to demonstrate effective planning and
communication skills to ensure client agreement to changes and minimisation of
disruption to the business.

Section 5 Implement ICAI3110B Implement system software changes

skills • Broad knowledge of vendor software services
• Current industry-accepted hardware and software products, with basic
some areas
• Basic knowledge incorporating some change control procedures
• Detailed knowledge of the system under modification, including policies
and procedures of the organisation
• Business scheduling requirements
Skills include:
• System software installation and configuration
• Report writing skills for business requiring depth in some areas, analysis
• Change management skills in relation to maintaining the continuity of IT
operations and business functions
• Risk analysis skills in relation to reviewing change procedures
• Basic training needs analysis skills
• Basic programming skills
in ICA05 Section 1.
Evidence for assessment from industry or vendor certified training may be
presented for the whole or part of this unit, depending on the range of variables
and performance criteria. There are a variety of vendor packages suitable for
this unit. Selection will be determined by the software selected and the
organisational needs.

ICAI3110B Implement system software changes Section 5 mplement

• Assessment of this unit of competency will usually include observation of
real or simulated work processes and procedures, quality projects,
questioning on underpinning knowledge and skills.
• Technical specifications and documentation
• Organisational requirements
• Live system
characteristic.
It may include participation in teams, including those concerned with software
changes and planning. Group or team coordination may be involved.
• Demonstrate broad knowledge of theoretical concepts, with substantial
depth in some areas
• Analyse and plan approaches to technical problems and management
requirements
• Transfer and apply theoretical concepts and technical or creative skills to a
range of situations
• Evaluate information in relation to implementing software changes
• Take responsibility for outputs in relation to broad quantity and quality
parameters

Section 5 Implement ICAI4029B Install network hardware to a network
ICAI4029B Install network hardware to a network
Field Implement
Unit descriptor This unit defines the competency required to plan, manage and install new
hardware components in a network.

Evidence Guide.
1. Determine 1.1 Assess client and hardware requirements, considering compatibility
hardware with existing application software and operating system
requirements 1.2 Analyse requirements against local area network (LAN) design
limitations and organisational guidelines
1.3 Evaluate client requirements in line with organisational guidelines,
corporate purchasing procedures, licensing arrangements and budget
2. Obtain hardware 2.1 Contact vendors and obtain technical specifications
2.2 Evaluate/test hardware in line with client requirements and
organisational guidelines
2.3 Document recommendations and provide copies to appropriate person
2.4 Determine and document licensing requirements and security issues
2.5 Purchase hardware according to recommendations
3. Install network 3.1 Conduct installation with minimal disruption to clients
hardware 3.2 Install hardware in accordance with appropriate installation procedures
3.3 Configure and test the installation to ensure that it meets client needs
4. Provide support 4.1 Determine and document client instructions and needs
for installed 4.2 Provide one-to-one instruction to client and users, as required
products
4.3 Obtain client evaluation and feedback, to ensure that client
requirements have been met
5. Determine and 5.1 Determine and document requirements for group instruction to cater for
provide instruction client and user needs
and support 5.2 Refer group training requirements to appropriate person
5.3 Obtain client and user group evaluation and feedback
RANGE STATEMENT

ICAI4029B Install network hardware to a network Section 5 Implement
VARIABLE SCOPE
Hardware May include but are not limited to personal computers; peer-to-peer and
client-server networks (including LANs but excluding WANs); printers, print
servers, monitors; Input/Output devices (e.g. extended or non-standard keyboard
and mouse), network cards, cables, some simple switches (e.g. not
programmable) and CD drives/burners.
software browsers, system browsers and spreadsheets.
Operating system May include but is not limited to Linux 6.0 or above, Windows 98 or above,
Apple OS 8 or above. Note: The use of operating system in this unit is in the
context of the pre-existing system and may therefore not be current industry
version. Preference is for Linux 7.0 or above, Windows 2000 or above, Apple
OS X or above
mechanisms.
person
clubs, individual people and internal employees
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to install a range of hardware, by planning,
evidence managing and supporting the installation of new components in a network
according to organisational policy and procedures.
The support person must demonstrate the ability to offer support to the user in
adapting to the new equipment.
skills • Basic working knowledge of current industry-accepted network protocols
• Basic knowledge of current industry-accepted network hardware and
software products, with broad knowledge of general features and
capabilities and detailed knowledge in some areas
• Broad knowledge of current industry security products, devices and
procedures, with broad knowledge of general features and capabilities and
detailed knowledge in some areas

Section 5 Implement ICAI4029B Install network hardware to a network
• Detailed knowledge of the operating system (e.g. Mac OS, Linux, Novell,
Windows), sufficient to enable basic installation
• LAN capabilities and characteristics, such as network type (e.g. Ethernet,
Appletalk) IP addressing, switch/hub operation
• Organisational contracting procedures and responsibilities
• Detailed knowledge of network connections (e.g. types of cables, such as
category 5 unshielded twisted pair (UTP), coaxial and terminators, RJ-45,
cabling distance limitations (e.g. 100 metres for Ethernet category 5 UTP)
• Detailed knowledge of set-up and configuration procedures
• Detailed knowledge of software packages supported by the organisation
• Detailed knowledge of hardware and software installation procedures
• General knowledge of system diagnostic software
Skills include:
• Customer service skills in a range of contexts at various levels (e.g. timely
response to requests, providing client instruction when installing new
hardware or software)
• Solving unknown problems in a range of contexts (e.g. when installing new
hardware or software)
• Interpretation of technical and hardware installation manuals
• Negotiation skills in relation to other team members and applied to a
defined range of predictable problems (e.g. planning schedules for
installation of network equipment)
• Report writing skills for business, requiring depth in some areas.
(e.g. research into the most suitable type of equipment for requirements)
• Ability to manage change, in order to maintain the continuity of IT
operations and business functions during network installation tasks
• Questioning and active listening skills to convey and clarify complex
information
• Using diagnostic software
in ICA05 Section 1.

ICAI4029B Install network hardware to a network Section 5 Implement
• Application software and operating system
• Vendor hardware and software componentry
• Technical documentation and installation manuals
• Organisational guidelines
• Live network
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.
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.
• 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

Section 5 Implement ICAI4030B Install software to networked computers
ICAI4030B Install software to networked computers
Field Implement
Unit descriptor This unit defines the competency required to plan, manage and support the
installation of new or upgrade software to networked computers according to
vendor and organisation specifications.
• ICAA4041B Determine and confirm client business expectations and
needs
• ICAD4043B Develop and present a feasibility report
• ICAS4023B Provide one-to-one instruction
• ICAS4127B Support system software
• ICAS4108B Complete database back-up and recovery

Evidence Guide.
1. Determine 1.1 Identify, clarify and organise software requirements following specified
software guidelines
requirements 1.2 Evaluate requirements in line with existing application, operating
system, organisational guidelines, corporate purchasing, licensing
arrangements and budget
2. Obtain software 2.1 Contact relevant vendors to obtain technical specifications for required
software
2.2 Assess the options and provide recommendations to appropriate person
for final analysis
2.3 Determine and record relevant licensing requirements and security
issues
3. Install software 3.1 Develop plans, with prioritised tasks and contingency arrangements, for
the installation of the selected software to network and networked
computers with minimum disruption to client, including the
management of existing data
3.2 Install and configure the software in accordance with installation
procedures, organisational guidelines and plans
3.3 Test the installed software and system for error-free performance,
identifying and resolving problems
3.4 Document the installation and configuration process according to
3.5 Store the software licences and manuals according to organisational
guidelines

ICAI4030B Install software to networked computers Section 5 Implement
4. Determine and 4.1 Identify and document the client instruction requirements
provide instruction 4.2 Undertake one-to-one instruction with the client or user in a manner
and support suitable to the audience
4.3 Refer group training requirements to the appropriate person
4.4 Gather and evaluate client and user feedback to ensure training and
support requirements are met
RANGE STATEMENT
VARIABLE SCOPE
organisation-specific software; word processing, spreadsheet, database, graphic,
mail, communication packages and presentation functionalities; nature of
licence.
Requirements May be in reference to the business, system, application, network or people in
the organisation
Application May include but is not limited to commercial software applications;
communication packages; and presentation functionalities.
May include presentation applications contained in: Microsoft Office, Lotus
Suite, Claris Works, Star Office or other similar applications
OS X or above
Network May include but not limited to large and small LANs, WANs, the internet, the
use of the PSTN for dial-up modems only, private lines, data and voice.
Computer May include laptops, workstations, servers and other devices.
mechanisms.

Section 5 Implement ICAI4030B Install software to networked computers
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to ascertain and meet client requirements
evidence for installation and upgrade of software.
Assessment must confirm the ability to plan, manage and support the
installation of software to networked computers and to sustain network
performance according to organisational and technical specifications.
Installation and upgrade of software must be across a variety of situations and
include unexpected contingencies.
skills • Detailed knowledge of the system’s current functionality
• Broad general knowledge of organisational contracting procedures and
responsibilities
• Broad knowledge of organisational security procedures
• Broad knowledge of network linkages
• Detailed general knowledge of relevant configuration procedures
• Broad knowledge of the operating system, with detailed knowledge in
some areas
• Broad knowledge of current industry-accepted network protocols
• Broad knowledge of current industry-accepted network hardware and
software products.
Skills include:
• Using software packages
• Configuring services on networked computers
• Solving problems related to installation of software
• Evaluation and report writing skills
• Literacy in general and technical workplace documentation
• Solving network problems related to installation of software
in ICA05 Section 1.

ICAI4030B Install software to networked computers Section 5 Implement

needs
• ICAS4023B Provide one-to-one instruction
• Software to be installed
• Live network
Role context Installing networked software can be complex particularly for specialist areas,
such as Linux Terminal Services. Configuration files need to be closely checked
for compliance with hardware (e.g. monitors and printers) and other system
software. The effective management and support of the software installation
process are critical project management tasks in the context of ensuring minimal
client disruption and the need for continuing network operation in a business
context.
standards
others

Section 5 Implement ICAI4091B Conduct post-implementation review
ICAI4091B Conduct post-implementation review
Field Implement
Unit descriptor This unit defines the competency required to plan and execute a system
review following implementation at a point where the system has been
operational for some.
Pre-requisite The following unit is a pre-requisite for this competency:
unit • ICAA4041B Determine and confirm client business expectations and
needs

Evidence Guide.
1. Schedule review 1.1 Review organisational guidelines and criteria procedures to identify
system implementation results
1.2 Convert the review process into specific criteria
1.3 Contact the appropriate person to schedule timing and venue of review
1.4 Prepare work schedule for the review based on organisation guidelines
and identify action, items and staff involved
1.5 Contact appropriate vendor and/or other relevant organisation,
regarding support or service commitments
2. Carry out review 2.1 Explain the purpose of the review to stakeholders
2.2 Use techniques to obtain data on the areas under review
3. Document and 3.1 Document and record information relating to the system review
publish results 3.2 Distribute review results and related documentation to stakeholders
3.3 Gather feedback from stakeholders about review document
3.4 Schedule additional meetings to discuss review findings with
stakeholders
3.5 Finalise recommendations and action items from the review and
distribute to appropriate person

ICAI4091B Conduct post-implementation review Section 5 Implement
RANGE STATEMENT
VARIABLE SCOPE
Stakeholders May include sponsor, user, development team and project team
person
mechanisms.
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to comprehensively plan and carry out a
evidence review of the system after the implementation has been completed and has been
operational for some time.
skills • Knowledge of the role of stakeholders and the degree of stakeholder
involvement in a review
some areas
• Broad knowledge of the client business domain (e.g. when reviewing
schedule)
• Detailed knowledge of implementation process and issues (e.g. when
carrying out review)
• Broad knowledge of review techniques (e.g. when carrying out review, and
documenting or publishing results)

Section 5 Implement ICAI4091B Conduct post-implementation review
Skills include:
involving participation in the development of strategic initiatives
(e.g. when suggestions for resolution of problems are made, and actions
resulting from audit report are summarised)
evaluation and presentation of information (e.g. when exceptions to results
are followed up in order to ensure accurate information gathered and case
notes are completed)
• Teamwork skills involve the contribution to solutions and goals of a
non-routine or contingency nature (e.g. when purpose of the review, their
involvement and what is expected from them is explained to the parties
involved)
• Group facilitation and presentation skills in relation to transferring and
collecting information and gaining consensus on concepts (e.g. when
purpose of the review, their involvement and what is expected from them is
explained to the parties involved, and when results and feedback are
distributed to relevant parties)
• Project planning skills in relation to scope, time, cost, quality,
communications and risk management (e.g. when recommendations and
action items are finalised and distributed to management so lessons learnt
may be incorporated in future projects and the standards documentation)
in ICA05 Section 1.
• operational system and specifications
• technical specifications of components installed
• documentation tools
• success criteria

ICAI4091B Conduct post-implementation review Section 5 Implement
standards
others

Section 5 Implement ICAI4097B Install and configure a network
ICAI4097B Install and configure a network
Field Implement
Unit descriptor This unit defines the competency required to plan and carry out the
installation of network hardware and software and initial configuration
according to organisational guidelines.
unit • ICAI3101B Install and manage network protocols
• ICAI3021B Connect internal hardware components

Guide.
1. Confirm client 1.1 Identify, clarify and organise requirements of the client relevant to
requirements and network needs, following organisational requirements
network 1.2 Evaluate the requirements along with business needs in order to translate
equipment into technical requirements
required
1.3 Review existing network design documentation to ensure it is current
and complete
1.4 Identify the components, both hardware and software, that are required
to be installed to meet the technical requirements
1.5 Contact vendors to obtain specifications and availability of identified
components
2. Install hardware 2.1 Develop plans, with prioritised tasks and contingency arrangements, for
installation of components with minimum disruption to client
2.2 Liaise with appropriate person to obtain approval for the plans,
including security clearance and timing
2.3 Confirm that cables and associated components have been installed in
accordance with industry standards and building requirements for the
type of cables and bandwidth
2.4 Install and configure server hardware in accordance with organisational
and industry standards, following plans
2.5 Install and configure computer and other hardware in accordance with
organisational and industry standards, following plans
2.6 Install and configure other hardware or components in accordance with
organisational and industry standards, following plans

ICAI4097B Install and configure a network Section 5 Implement
3. Install software 3.1 Install and configure server software in accordance with organisational
procedures and industry standards, following plans
3.2 Install and configure software in accordance with organisational
procedures and industry standards, following the plan
3.3 Install and configure other software required for the network to operate,
following the plan
4. Configure and 4.1 Test the installed software and hardware, utilising available technical
test modified tools, to ensure that all components are functioning as expected
network 4.2 Test the network to ensure it is functioning according to specification
4.3 Resolve problems identified in the modified network
5. Document and 5.1 Complete hardware and asset recording document in line with
sign off organisational requirements
5.2 Document installation, boot-up and configuration procedures as per
organisational requirements
5.3 Secure sign-off from appropriate person
RANGE STATEMENT
VARIABLE SCOPE
Network May include but not limited to large and small LANs, VPNs, national WANs,
the internet, the use of the public switched telephone network (PSTN) for
dial-up modems only, private lines, data and voice.
the organisation
Documentation May follow ISO/IEC/AS standards, audit trails, naming standards, version
control, project management templates and report writing, maintaining
equipment inventory; client training and satisfaction reports
Components May include Motherboards, CMOS battery, central processing unit (CPU), CD
CPU upgrades
Hardware May include but is not limited to workstations, personal computers, modems
and other connectivity devices, networks, DSL modems, remote sites, servers
software.
person

Cables May include but are not limited to UTP, STP and fibre.
Requirements May vary from a simple addition or upgrade to a major new installation.
Standards May include ISO/IEC/AS standards, organisational standards, project standards
(for further information refer to the Standards Australia website at:
www.standards.com.au)
Computer May include laptops, workstations, servers or other devices.
EVIDENCE GUIDE
Critical aspects of Assessment must confirm knowledge of networking technologies and how
evidence hardware and software is installed and configured.
Assessment must confirm the ability to create and follow implementation plans,
to install network hardware and software, and to configure and test the network
according to specified guidelines, as well as produce appropriate documentation.
skills • Broad knowledge of current industry-accepted hardware and software
products
• Broad knowledge of the client business domain, business function and
organisation (e.g. when confirming client requirements and network
equipment)
• Broad knowledge of networking technologies incorporating substantial
depth in some areas (e.g. network operating systems, cabling standards)
• Broad knowledge of transmission technologies and protocols
Skills include:
• Understanding network systems and software
• Ability to work with hardware
clients
and evaluation of information in a defined range of areas (e.g. when
hardware and asset recording documentation is completed in line with
organisational requirements)
• Research skills for identifying, analysing and evaluating broad features of a
particular business domain and best practice in networking technologies
(e.g. when network components, both hardware and software that are
required to be installed, are identified)
• Problem solving skills in a predictable range of network problems

ICAI4097B Install and configure a network Section 5 Implement
in ICA05 Section 1.
The assessment of this unit of competency will usually include observation of
LAN configuration and equipment selection for a variety of scenarios.
• Network design documentation
• Equipment specifications
• Network components, hardware and software
• Live network
Role context Simply defined, a computer network is a group of interconnected computers,
databases, and other peripherals and components (both software and hardware)
connected by communications lines and capable of exchanging and sharing files
and information.
Individual working networks can range from a peer-to-peer network connecting
a small number of users in an office or department, to a local area network
connecting many users over permanently installed cables and dial-up lines.
Other networks include wide area networks connecting users on several
different networks spread over a wide geographic area as well as various types
of wireless networks.
It is essential that this unit covers both skills and knowledge aspects of a broad
variety of network components both hardware and software, ranging for
example from SOHO LANs, business requirements, such as servers, firewalls
and gateways to large country-wide WLANs.


standards
others
The scope and complexity of knowledge and skills is dependent on the tasks
undertaken.
• Select appropriate software
• Configure network components
• Select a network component for a particular task
• Interpret available information and request clarification where needed
• Take responsibility for outputs in work and learning

ICAI4099B Build an intranet Section 5 Implement
ICAI4099B Build an intranet
Field Implement
Unit descriptor This unit defines the competency required to design, build and implement an
intranet for a client. It does not however cover aspects relating to passwords,
security access permission or firewall settings.
units • ICAI3101B Install and manage network protocols

essential outcomes of demonstrate achievement of the element. Where italicised text is used, further
a unit of competency information is detailed in the required skills and knowledge and/or the Range
Guide.
1. Plan and design 1.1 Determine business requirements for intranet
intranet 1.2 Design an intranet to meet agreed specifications
1.3 Refer design to appropriate person and secure approval
1.4 Select appropriate hardware and software
1.5 Provide a specification including hardware and software suppliers and
installation plan
1.6 Plan and document implementation information, including hostname and
IP addressing
2. Install and 2.1 Install the intranet on selected hardware and software
configure intranet 2.2 Configure intranet services on server
infrastructure
2.3 Install and configure software where applicable to access intranet for
client
2.4 Take action to ensure access by internal user
2.5 If applicable enable intranet capability to link to internet and configure
client appropriately
3. Install, manage 3.1 Install software services on the intranet and server
and configure 3.2 Test server software for proper operation
intranet services
to meet 3.3 Install other applications as necessary
requirements 3.4 Verify that limited access is working as per security needs
3.5 Verify that intranet is operating within specified parameters
3.6 Verify data integrity
3.7 Monitor network traffic to ensure intranet compliance with
specifications
3.8 Confirm intranet meets business requirements

Section 5 Implement ICAI4099B Build an intranet
RANGE STATEMENT
VARIABLE SCOPE
Intranet May include but is not limited to file and printer sharing, groupware
collaboration, database access, shared websites
the organisation
person
software.
or a third party
Applications May include FTP, HTTPS, WebDAV, multimedia, conferencing, CRM,
document sharing
Server May include:
• Application/web servers
• BEA Weblogic servers
• IBM VisualAge and WebSphere
• Novell NDS servers
• Email servers
• File and print servers
• FTP servers
• Firewall servers
• Proxy/cache servers
Network May include but not limited to large and small LANs, national WANs, VPNs,
the internet, the use of the PSTN for dial-up modems only, private lines, data
and voice.
EVIDENCE GUIDE
Critical aspects of Assessment must verify knowledge of intranet technologies.
evidence Intranet technology (hardware and software system) must be verified as
installed and configured correctly.

ICAI4099B Build an intranet Section 5 Implement

skills • Current industry-accepted hardware and software and its application in
business environments
• Intranet services, including software and hardware platforms
• Client business operations
• Communications technologies for interactive web processes
• Intranet technologies, including implementation and capabilities
Skills include:
• Skills in network applications and configuration
• Web services set-up
• Uploading and downloading software to a server
• Communication skills in relation to dealing with clients
• Basic problem solving skills in a network environment
• Questioning and active listening skills
in ICA05 Section 1.
• Server and workstation hardware and software
• Internet connection
• Organisational policies and procedures

Section 5 Implement ICAI4099B Build an intranet
Role context Intranets are important corporate communications mechanisms, particularly in

larger, complex organisations. Many organisations frequently use internal video,
sound and text communication methods in conjunction with their intranet
facilities as a means of maximising reach within the organisation. Additionally,
some intranets form extranets, that is combinations of intranets linked together
by virtual private networks VPNs.
It is essential that this unit covers a broad variety of software and hardware,
including VPN solutions, PPTP and webDAV. Additionally, it is important to
provide for hands-on experience, particularly relating to SOHO and small
business needs.
standards
others
• Configure and build an intranet
• Select appropriate software for a particular scenario
• Interpret available information and request clarification
• Take responsibility for outputs in work

ICAI4175B Select and install a router Section 5 Implement
ICAI4175B Select and install a router
Field Implement
Unit descriptor This unit defines the competency required to select and install a router to
meet technical requirements.
• ICAA4047B Determine project specifications and secure client
agreement

Guide.
1. Determine router 1.1 Determine current and future network capacity, taking into account
specification current and future business requirements
1.2 Identify network topology from technical requirements
1.3 Determine throughput requirements of router
1.4 Determine media access requirements, with reference to current and
future requirements
1.5 Determine the actual addressing scheme
1.6 Identify data link layer technologies with reference to current and future
requirements
1.7 Determine network management and security requirements, with
reference to current and future requirements
2. Select and install 2.1 Select a router with appropriate features according to technical
appropriate router requirements
2.2 Choose cable, WAP, WAN connectors and other peripherals according
to network and router specification, and WAN protocols
2.3 Install and configure the router, using predetermined configuration
2.4 Test the router for connectivity across the network and for routing
protocol functions
2.5 Adapt or modify the predetermined router configuration, depending on
outcome of tests
2.6 Review router in line with organisational requirements

Section 5 Implement ICAI4175B Select and install a router
RANGE STATEMENT
VARIABLE SCOPE
Network May include but not limited to large and small LANs, national WANs, the
internet, VPNs, the use of the PSTN for dial-up modems only, private lines, data
and voice.
Router May include:
• Cisco 800 to the 2000
• Linksys Etherfast router
• Cisco uBR7200 universal broadband routers
• 3Com OfficeConnect Remote 810 ADSL
• 3Com SuperStack 400
• CISCO 760 series ISDN
• Netopia routers
• D-Link routers
• Motorola Vanguard series
• Intel Express series
Peripherals Peripherals may include but are not limited to:
• Printers, scanners, tape cartridges
• Speakers, multimedia kits
• Personal computer fax, modems
• Input equipment may include mouse, touch pad, keyboard, pens
• Mobile phones, palmtops and personal digital assistants (PDAs), laptops
and desktop computers
• Bluetooth devices, universal serial bus (USB), Firewire (IEEE 1394)
Routing protocol May include static and dynamic routing
• Cisco discovery protocol (CDP)
• Enhanced interior gateway routing protocol (EIGRP)
• Routing information protocol (RIP)
• NetWare link state protocol (NLSP)
• Open shortest-path first interior gateway protocol (OSPF)
• Exterior gateway protocol and border gateway protocol (superseded by
BGP).


the organisation
WAN protocols May include:
• Transmission of IP datagrams over X.25, Frame Relay or ATM. (X.25 now
superseded by such technologies as Frame Relay and Asynchronous
Transfer Mode.)
• Point to point protocol (PPP)
• Synchronous data link control (SDLC)
• Binary synchronous control (BSC)
• High-level data link control (HDLC)
• Advanced data communications protocol (ADCP)
Several of these may now be considered as legacy protocols, but, even though
they may not be in current use, there is still a need to keep knowledge of the
protocols for legacy installations.
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to select and install a router using
evidence predetermined configuration and tests. Basic configuration capability is essential
in demonstrating competency.
Knowledge and • Knowledge includes:
skills • Basic router commands
• Router configuration, clock rate, routing protocol, password protection of
router
• Router-based network architectures
• Effect of a router on delimiting broadcast traffic and on conserving
bandwidth
• Providing the network with redundant paths for reliability and the way
routers manage these paths
• How dynamic routing algorithms or protocols create and maintain routing
tables
• Use of routing tables in intelligent packet routing and switching
• Router firewalls
Skills include:
• Installing peripheral devices
• Remote access skills using Telnet
guidance in the workplace. In undertaking training and assessment activities related to this
unit, consideration should be given to the implementation of appropriate
in ICA05 Section 1.

Section 5 Implement ICAI4175B Select and install a router

The assessment of this unit of competency will usually include observation of
router selection and configuration for a variety of scenarios
and procedures and/or performance in a project context as well as questioning on
underpinning knowledge and skills. The questioning of team members,
• ICAA4047B Determine project specifications and secure client agreement
• Router specifications
• Technical requirements for a network
• Router
• Cabling
• Networked (LAN) computers
• WAN service point of presence (or simulated)
Role context A router connects networks together, controlling the routing of packets from
source to destination and providing alternate paths when necessary. Routers are
more sophisticated than bridges, connecting networks of different types and
making logical routing decisions on the basis of available data. Typically a
router hands off packets to another router along the path until the destination is
reached.
In the context of the Internet, a router is a device or, in some cases, software in a
computer, that directs information packets to the next point toward their
destination. A router is located at any juncture of networks, including each
Internet point-of-presence. As such, routers are key to the operation of the
Internet.
It is essential that this unit covers a broad variety routers ranging from simple
SOHO ADSL/CABLE routers, to complex fibre channel multi-routing units
designed for backbone capability. Additionally, it is imperative that routers are
provided for hands-on experience, particularly SOHO and Fibre channel routers.
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.


standards
others
undertaken.
• Configure and debug routers and routing tables
• Select a router for a particular task
• Take responsibility for outputs in work and learning

Section 5 Implement ICAI4188B Install and maintain a server
ICAI4188B Install and maintain a server
Field Implement
Unit descriptor This unit defines the competency required to install and maintain a server and
monitor its operation.
units • ICAS3020B Install and optimise operating system software
• ICAI3101B Install and manage network protocols

Guide.
1. Develop 1.1 Assess and document the deployment environment with reference to
installation plan system capacity, interdependencies and interoperability
1.2 Identify what installation options are required
1.3 Determine, as required, the scale of installation and use of pilot (test)
installations
1.4 Identify data migration requirements
1.5 Identify and apply back-up and recovery requirements with reference to
organisational policy
1.6 Identify education and training requirements for support staff and in
line with client, requirements and relevant enterprise policies
1.7 Identify resource requirements
1.8 Create and document a deployment plan
2. Install server 2.1 Back up and restore local data in preparation for installation
2.2 Advise the user group of deployment and potential down times
2.3 Install and configure servers as required by functional specifications
2.4 Reconnect and reconfigure relevant connectivity devices
2.5 Install and undertake configuration activities relevant operating system
and application upgrades
2.6 Implement relevant tests and record, analyse and report results
2.7 Repeat the deployment of the pilot installation
2.8 Create documentation for users

ICAI4188B Install and maintain a server Section 5 Implement
3. Monitor server 3.1 Identify and determine required service levels and performance
operation benchmarks and monitor the server operation
3.2 Identify and use relevant management tools with reference to server
functionality and enterprise policies
3.3 Develop and implement a program of selective independent audits and
tests
3.4 Record, analyse and report audit and test programs and their results
3.5 Make and document configuration and operational changes
RANGE STATEMENT
VARIABLE SCOPE
Deployment May include but is not limited to legacy systems, desktop and server
environment specification, time synchronisation services, TCP/IP architecture, the physical
and logical network, training requirements.
the organisation
or a third party
Servers May include:
• Email servers
• FTP servers
Configuration Server configuration may include but is not limited to log file rotation, entry
cache, database cache, consumers and suppliers, large objects, search and write
performance, LDAP clients, cache sizes, port numbers, directory configuration,
root DN, access control needs, hostnames, IP addresses, DNS, server domains,
network connectivity issues, NetBIOS naming.

Application May include but are not limited to commercial software applications;
organisation-specific software; word processing, spreadsheet, database, graphic
and communication packages; and presentation functionalities.
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to install and monitor server performance
evidence and maintain server operation with minimum down time and disruption to the
business.
skills • Features of current network operating systems (NOS), including Linux
OS/2, Novell Netware, Unix Ware, MS Windows NT, MS Windows server
2000/NET
• Features of current server applications, including RedHat Enterprise
Server, Linux Terminal Services, Lotus Notes/Novell GroupWise for
messaging; Apache/MS IIS for web services; Novel Border Manager/MS
Proxy Server (Microsoft Internet Security and Acceleration (ISA) Server)
for network services; Oracle/MS SQL Server/IBM DB2 for databases and
data warehousing; Novell Directory Services/iPlanet for directory services;
HP Openview/Intel LAN desk server manager/CA UniCenter for
management; SAP/PeopleSoft/Baan for line of business applications; and
MS Terminal Server/Citrix MetaFrame for terminal services
• Desktop applications and operating systems as required
• Knowledge of compatibility issues and resolution procedures
• Knowledge of system back-up procedures
• Enterprise communication/training systems in relation to training and
advising staff involved in the deployment
Skills include:
• Use of relevant server management tools
• Project management skills
• Ability to create technical and user documentation (e.g. for server
maintenance and configuration settings)
• Ability to understand user applications and relate user needs when
configuring a server
• Ability to analyse server and network operational issues
• Ability to outline server maintenance procedures (e.g. back-up, disk
housekeeping, defragmentation)
• Ability to follow specified server maintenance procedures
• Ability to troubleshoot server and network failures

ICAI4188B Install and maintain a server Section 5 Implement
in ICA05 Section 1.
• Server on a network
• Policies related to back-up and recovery
• Server or network operating system

Role context Servers are generally computers or devices on a network that manage network
resources. Servers are used in a variety of roles, for example, a file server is a
computer and storage device dedicated to storing files. Any user on such a
network can store files on the server. A print server is a computer that manages
one or more printers, whilst a network server is a computer that manages
network traffic. Web servers generally store all files related to a website and
perform all work necessary for hosting that website.
Modern networks are predominantly of the client-server type. This operating
mode offers more efficient operation, easier (centralised) configuration and
maintenance than other network models. Due to the large number of
installations of this type and the pivotal role of servers in this type of system, the
skills necessary to configure and maintain a server are critically important.
standards
others

ICAI4189B Ensure website content meets technical protocols and standards Section 5 Implement
ICAI4189B Ensure website content meets technical protocols and

standards
Field Implement
Unit descriptor This unit defines the competency required to prepare a range of content for a
website in accordance with customer specifications while ensuring that
content is compatible with appropriate technical and infrastructure protocols.


Guide.
1. Confirm that 1.1 Take action to ensure that text-based content meets client needs and
content meets required style standards
required standards 1.2 Confirm multimedia-based content meets the business design standards
or overall ‘look’ of the website
1.3 Check that the mix between multimedia- and text-based content provides
the required level of interaction identified in the project brief
1.4 Test that content conforms to the client expectations and technology
2. Confirm that 2.1 Take action to ensure that the protocols required for multimedia content
technology are available
supports content 2.2 Check and confirm that the bandwidth required to support the content is
available
2.3 Check and confirm that servers support the content and levels of
interaction
2.4 Check and confirm that all plug-ins required to support content are made
available
2.5 Test and confirm that compression techniques support delivery of
content
3. Test content 3.1 Test and confirm that content displays as intended and according to
business requirements, in target browsers
3.2 Test with beta users that content encourages interaction and content
interaction performs as intended and record results
3.3 Test and confirm that plug-ins download with a minimum of steps,
complication and time
3.4 Test that interactive tools are available and provide the expected results

Section 5 Implement ICAI4189B Ensure website content meets technical protocols and standards
RANGE STATEMENT
VARIABLE SCOPE
Content May include text-based documents, multimedia content such as audio/video
streaming, animation, static graphics, sound files.
• Email servers
• FTP servers
the organisation
Browsers May include but is not limited to Netscape Navigator, Internet Explorer,
Mozilla, Opera, Galleon, Phoenix, Konqueror, Lynx
or a third party
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to prepare and integrate a mix of content
evidence for a website. Content must operate as expected – that is the correct
streaming/compression techniques were used.
skills • Server operating systems
• Server access security procedures
• FTP software protocols
• Privacy principles
• Internet protocols

ICAI4189B Ensure website content meets technical protocols and standards Section 5 Implement
• Security issues (e.g. denial of service, viruses, hackers)

• Copyright issues
• Streaming technologies
• Compression technologies
Skills include:
• Website publishing
• File transfer
• Directory maintenance
• Site testing skills
in ICA05 Section 1.
• ICAA4142B Design a website to meet technical requirements
• ICAD4190B Maintain information standards
• Style guides and design brief
• Compression and streaming software
Role context Website design is important for a range contexts, including security,
accessibility and legal, moral and ethical issues.

Section 5 Implement ICAI4189B Ensure website content meets technical protocols and standards

standards
others

ICAI5085B Review site in preparation for implementation Section 5 Implement
ICAI5085B Review site in preparation for implementation
Field Implement
Unit descriptor This unit defines the competency required to identify environmental pre-
requisites prior to commencing system installation.

Guide.
1. Plan work area 1.1 Obtain technical and environmental system requirements for equipment
to be installed and document site requirements, including OH&S
site-specific requirements
1.2 Consider and take action on requirements associated with equipment
against installation requirements
1.3 Conduct on-site inspection and audit against site specifications
1.4 Formulate preliminary recommendations for site and assess impact on
system installation schedule
1.5 Create a preliminary report specifying recommended changes to the site
to meet requirements and submit the report to appropriate person for
approval
2. Evaluate 2.1 Organise appropriate support staff to facilitate a successful installation
environment 2.2 Install cabling and other environmental equipment to required technical
and industry standards
2.3 Manage hardware installation to ensure relevant OH&S standards for
hardware installation are adhered to
2.4 Review and test hardware and software to ensure that the system meets
client business requirements and system objectives
3. Document 3.1 Prepare a final report documenting findings and issues relating to site
recommendation requirements and preparation
s 3.2 Submit final recommendations to appropriate person for approval
RANGE STATEMENT

Section 5 Implement ICAI5085B Review site in preparation for implementation
VARIABLE SCOPE
Equipment May include but is not limited to workstations, personal computers, modems
and other connectivity devices, printers, hard drives, monitors, switches, hubs,
DSL modems, personal digital assistant (PDA) and other peripheral devices
person
and other connectivity devices, networks, remote sites, servers
software.
EVIDENCE GUIDE
Performance Criteria, required skills and knowledge, the Range Statement and the assessment
guidelines for this Training Package.
Critical aspects of Assessment should confirm knowledge of all aspects of site preparation and
evidence relationship to and impact on the installation schedule. Assessment must
confirm the ability to identify environmental pre-requisites prior to installation
commencing. Assessment can cover a number of scenarios, such as LANs
incorporating hubs, routers and peripherals.
Assessment must confirm ability to logically sequence the preparatory steps,
taking into account time and budget constraints.
skills • Physical pre-requisites needed for system installation
• Vendor equipment specifications and installation requirements
• Possible legislative requirements relating to cabling and building
preservation (e.g. when evaluating the environment)
and detailed knowledge of general features and capabilities of network
devices
• Broad knowledge of the role of stakeholders and the degree of stakeholder
involvement
• Detailed knowledge of the any current system’s functionality
• Broad knowledge of quality assurance practices (e.g. when evaluating the
environment)
Skills include:
(e.g. when preliminary recommendations for site are formulated and
impact on installation schedule assessed)
evaluation and presentation of information (e.g. when a report
documenting findings and issues relating to site requirements and
preparation is prepared)

ICAI5085B Review site in preparation for implementation Section 5 Implement
• Teamwork skills involving the contribution to solutions and goals of a

non-routine or contingency nature (e.g. when support staff are organised
to facilitate a successful installation)
changes to site to meet requirements are recommended and submitted for
approval, and when final recommendations are submitted for approval)
communications and risk management (e.g. when technical and
environmental system requirements for equipment to be installed are
obtained and site requirements are documented, including OH&S
site-specific requirements, and when hardware and software is reviewed
and tested to ensure that the system meets client business requirements
and system objectives)
• ICAI5086B Scope implementation requirements
• ICAI5090B Conduct pre-installation audit for software installation
• A mock or real customer computer site
• Several different device types to be installed
• Access to staff resources and technical equipment
Role context The area of activity covered by this unit involves assessing a physical site, to
determine its suitability for system installation. Site assessment includes
considering limitations imposed by issues such as legislation, site history,
environmental matters and OH&S guidelines.
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.

Section 5 Implement ICAI5085B Review site in preparation for implementation
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.
• 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
When dealing with unexpected problems on the site, an individual would be
expected to show leadership and guidance when organising activities of self
and others, as well as being able to contribute to technical solutions of a
non-routine or contingency nature.
The individual would also be expected to demonstrate performance over a
broad range of skilled applications, including running specialised testing tools
in evaluating and analysis of the site.

ICAI5086B Scope implementation requirements Section 5 Implement
ICAI5086B Scope implementation requirements
Field Implement
Unit descriptor This unit defines the competency required to define boundaries and
deliverables of a system installation project in the context of an overall
implementation plan.
The unit relates to implementation at one location although may involve
building-wide implementation. It is not intended that this unit include
implementation of multiple sites across cities, states or countries.

unit of competency further information is detailed in the required skills and knowledge and/or the
Range Statement. Assessment of performance is to be consistent with the
Evidence Guide.
1. Confirm scope 1.1 Review project plan and other documentation to determine installation
with parties requirements and other implementation issues
1.2 Develop and document preliminary project scope and submit to
appropriate person
1.3 Review requests for revision to scope
1.4 Identify areas for further development
1.5 Prepare implementation plan and forward to appropriate person
2. Update plans to 2.1 Review implementation plan, taking into account the scope of the
account for scope system
2.2 Review key dates and events to determine if conflicts exist
2.3 Confirm revised plans and documents with appropriate person for final
approval and sign-off
RANGE STATEMENT
VARIABLE SCOPE
Project plan May include a number of project variables, including parties and their
responsibilities, project scope, project objectives, schedule and project budget.

Section 5 Implement ICAI5086B Scope implementation requirements
Project scope May include but is not limited to:

• Milestones and timeline
• Project objectives
• Project constraints
• Financials
• Resources required
• Roles of involved parties
• Equipment and software to be installed
• Description of outcomes (deliverables)
• Customer acceptance criteria
person
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to identify and convey a clear
evidence understanding of project deliverables, boundaries and roles across all involved
parties.
Part of the assessment must determine the ability to consider, plan and
document an implementation approach, having regard to implementation
drivers, measures of success, implementation by functional area and
coordination.
skills • General knowledge of IT-related services and issues (e.g. when confirming
scope with parties and in handing off to implementation team
• Specific knowledge of IT installation services and issues (e.g. when
handing off to implementation team)
involvement
some areas
• Broad knowledge of the client business domain (e.g. when confirming
scope with stakeholders)
• Pre-requisites needed for system installation (e.g. when confirming scope
with stakeholders)
• Vendor specifications and requirements for installation (e.g. when updating
plans to account for scope)
• Possible legislative requirements relating to cabling and building
preservation (e.g. when updating plans to account for scope)
• Broad knowledge of vendor product directions (e.g. when confirming
scope with parties)

Skills include:
(e.g. when implementation areas to be developed further are identified with
project team)
evaluation and presentation of information (e.g. when revised plans and
documentation are confirmed with client users)
non-routine or contingency nature (e.g. when implementation areas to be
developed further are identified with project team and when requests for
revisions to scope are reviewed/negotiated with client users and system
developers)
agreed implementation plan is clarified with implementation team, and
project plan and background information is presented and handed over
according to project requirements)
• Leadership skills in relation to guidance for achieving outcomes and
transferring and collecting information and gaining consensus on concepts
(e.g. when project plan and background information is presented and
handed over according to project requirements)
• Analysis and risk assessment skills in relation to analysis, evaluation and
identification of issues (e.g. when key dates or events are specifically
reviewed in terms of conflict with scheduled events, and when
implementation plans are reviewed or developed, taking into account the
scope of the system)
communications and risk management (e.g. when project plan and other
documentation are reviewed to determine installation requirements and
issues, when project plan is signed off, and when technical advice is
provided during implementation)

Section 5 Implement ICAI5086B Scope implementation requirements
in ICA05 Section 1.
Assessment of this unit of competency should include a review of documents
developed by an organisation that relate to implementation approach,
implementation drivers, measures of success, implementation by functional area
and implementation coordination.
Supplementary questioning may be used during the summative assessment
phase, where necessary, to ensure that all issues relating to the scope of the
implementation have been considered and appropriate choices made given the
implementation approach and measures of success.
• Project plan
• Client expectations brief
• Required hardware software and the related specifications

Role context The breadth, depth and complexity covering planning and initiation of
Applications involve participation in development of strategic initiatives as well
as personal responsibility and autonomy in performing complex technical
requirements
• Evaluate information, using it to forecast for planning or research purposes
quality parameters

Section 5 Implement ICAI5087B Acquire system components
ICAI5087B Acquire system components
Field Implement
Unit descriptor This unit defines the competency required to identify system components and
to follow procedures to purchase those components.

Guide.
1. Confirm system 1.1 Confirm client requirements for solution, including software and
components for operating system requirements
acquisition 1.2 Review technical papers and recommendations that identify required
hardware and software components
1.3 Review and clearly identify system components
1.4 Assess and determine the fit with existing technology by consulting with
system developer
1.5 Identify and determine the best and current technology fit for each
purpose by consulting with system developer
1.6 Develop a list of required system components with specifications and
possible suppliers
2. Agree on 2.1 Identify and assess the client organisation’s preferred acquisition
methods of methods and policies
component 2.2 Evaluate acquisition methods and alternatives for required hardware
acquisition and/or software components against required service levels, cost
constraints, geographic constraints and user preferences
2.3 Discuss and agree acquisition method with client
2.4 Inform users and other stakeholders of acquisition method
RANGE STATEMENT
VARIABLE SCOPE
Requirements May be in reference to the business, system, platform, application, database,
network or people in the organisation
software.

ICAI5087B Acquire system components Section 5 Implement
CPU upgrades
Specifications May include but is not limited to technical requirements, user problem
statement, current system functionality
OS X or above
System May include but are not limited to:
components • Hardware, such as internal expansion devices and external peripheral
devices
• PCs, networks, printers
• Software, such as applications, utilities, operating systems
• Facility management
• Integration and/or implementation services
Acquisition May include but is not limited to purchase, lease, rental, new or refurbished,
method outsourced.
Different acquisition methods can be found in IT strategy papers, or through
discussions with IT director, finance director, suppliers
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to identify correct system components and
evidence to follow procurement procedures to purchase those components. The
acquisition approach should be consistent with technical and business
requirements.
Evidence may include formal request for tender documentation,
evaluation/performance criteria, and comparison checklists.
skills • Broad general knowledge of the client business domain (e.g. when
confirming system components to acquire and when agreeing to methods
to acquire components)
• Current industry-accepted hardware and software products

• Broad knowledge of vendor product directions (e.g. when best and current
technology fit for each purpose is identified with systems developers)
• Broad knowledge of quality assurance practices (e.g. when best and current
technology fit for each purpose is identified with systems developers)
• Basic knowledge of information gathering techniques (e.g. when best and
current technology fit for each purpose is identified with systems
developers, and when recommended acquisition method is selected and
discussed with client users and management)
• Broad knowledge of change management systems
• Broad knowledge of risk management
• Broad knowledge of financial management options including leasing
arrangements (
Skills include:
(e.g. when the fit with existing technology is assessed with systems
developers)
evaluation and presentation of information (e.g. when recommended
acquisition method is selected and discussed with client users and
management)
• Teamwork skills involving stakeholder cooperation and contribution to
solutions and goals of a non-routine or contingency nature
• Facilitation and presentation skills in relation to transferring and collecting
information and gaining consensus on concepts (e.g. when recommended
acquisition method is selected and discussed with client users and
management)
• Negotiation skills in relation to stakeholders and service or product
suppliers and applied to a defined range of predictable problems (e.g. when
discussing with systems developers the relative merits of two or more
competing devices for a purchase agreement)
• Project planning skills in relation to scope, time, procurement, cost,
quality, communications and risk management (e.g. when technical papers
and recommendations to identify required hardware and software
components are reviewed)
in ICA05 Section 1.

ICAI5087B Acquire system components Section 5 Implement
Supplementary questioning may be used during the summative assessment

phase, where necessary, to ensure that all issues relating to different acquisition
methods have been considered and appropriate choices made given
organisational policy.
• ICAI5086B Scope implementation requirements
• ICAI5088B Evaluate and negotiate vendor offerings
• ICAI5089B Implement and hand over system components
• ICAI5090B Conduct pre-installation audit for software installation
• Current business and IT strategic plans
• Data models
• Functional process descriptions
• User requirements
• Architectures
• Service levels
requirements
quality parameters


ICAI5088B Evaluate and negotiate vendor offerings Section 5 Implement
ICAI5088B Evaluate and negotiate vendor offerings
Field Implement
Unit descriptor This unit defines the competency required to research, evaluate and
recommend a vendor to supply components and to negotiate with the vendor
for supply.
• ICAA5150B Evaluate vendor products and equipment

Guide.
1. Select method to 1.1 Evaluate organisational purchasing policy as a means of identifying
be used for vendors and document outcomes
identifying 1.2 Consider and undertake other means of identifying suitable vendors and
suitable vendor document outcomes
1.3 Recommend preferred method of vendor selection to client
1.4 Plan and document selection process
2. Review vendor 2.1 Notify vendors of organisation’s requirements
offerings 2.2 Undertake evaluation process by comparing offers against organisational
requirements
2.3 Organise vendor demonstrations and performance benchmark tests
2.4 Select vendor based on specific technical criteria, servicing, warranty
and after-sales service
3. Prepare contracts 3.1 Prepare contracts for review by appropriate person
and delivery 3.2 Identify and document delivery arrangements with suppliers
requirements
3.3 Clarify installation responsibilities with suppliers
3.4 Review warranty and support requirements with suppliers and
service-level agreement
3.5 Confirm details with client

Section 5 Implement ICAI5088B Evaluate and negotiate vendor offerings
RANGE STATEMENT
VARIABLE SCOPE
Method of vendor May include registration of interest (ROI), request for information (RFI),
selection request for proposal (RFP), and be by tender or invitation
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to identify an appropriate vendor to supply
evidence components according to organisational requirements.
The acquisition approach should be consistent with technical and business
requirements.
The acquisition approach should involve clear identification and specification of
the business and technical requirements and identification of the selection
criteria, and seek to identify the qualifications of vendors invited to submit
proposals. The selection of a tender should be made against identified
benchmarks.
skills • Broad knowledge of the client business domain (e.g. when selecting
methodology to be used for sourcing vendors and reviewing vendor
offerings)
• Broad knowledge of vendor product trends
• Broad knowledge of quality assurance practices
• Broad knowledge of information gathering techniques
• Broad knowledge of change management systems
• Broad knowledge of risk management
• Broad knowledge of financial management and leasing arrangements
• Broad knowledge of benchmarking methodologies
• Broad knowledge of contracts

ICAI5088B Evaluate and negotiate vendor offerings Section 5 Implement
Skills include:
(e.g. options such as tender, invitation, etc. are considered, and
recommendations on preferred method are made)
evaluation and presentation of information (e.g. when contracts are
reviewed and prepared for review by appropriate person)
non-routine or contingency nature (e.g. when delivery arrangements are
identified with suppliers and are confirmed with client, and installation
responsibilities are clarified with suppliers against implementation plan)
information and gaining consensus on concepts (e.g. when evaluation and
selection based on the vendor’s ability to meet specific technical criteria is
participated in)
defined range of predictable problems (e.g. when vendor demonstrations
and performance benchmark tests are organised)
• General financial analysis skills (e.g. when vendor demonstrations and
performance benchmark tests are organised, and when evaluation process
is undertaken by comparing vendor offerings against company
requirements)
in ICA05 Section 1.
• Current business and IT strategic plans
• User requirements
• Service levels

Section 5 Implement ICAI5088B Evaluate and negotiate vendor offerings
Role context The competency reflects the workplace by providing for several approaches and
an emphasis on researching and analysing alternative options in dealing with
vendors when acquiring IT components. It covers testing, comparisons and
evaluations based on the abovementioned elements, plus consideration of such
other factors as after-sales service and reliability.
requirements
quality parameters

ICAI5089B Implement and hand over system components Section 5 Implement
ICAI5089B Implement and hand over system components
Field Implement
Unit descriptor This unit defines the competency required to ensure that the system is
operational prior to hand over for client use.

Guide.
1. Confirm system 1.1 Check the functioning of system components in both a standalone and
integrity integrated environment
1.2 Specify shortcomings or problems and create an action plan
1.3 Review action plan with client
1.4 Document system components in accordance with standards and
procedures
2. Provide 2.1 Identify and document operational issues and procedures
operation and 2.2 Discuss maintenance issues with technical support and document
maintenance outcomes
guidance
2.3 Compare maintenance, operational and warranty considerations with
service-level agreements and document discrepancies
2.4 Clarify outstanding issues with client
3. Hand over 3.1 Demonstrate installed system to client
system to client 3.2 Obtain client sign-off to confirm satisfaction and acceptance of the
installed system
3.3 Discuss and confirm short-term implementation support with client
3.4 Discuss and confirm further training needs with client
3.5 Document needs and submit to appropriate person for action
RANGE STATEMENT
VARIABLE SCOPE
System May include but is not limited to databases, applications, servers, operating
systems, gateways, application service provider and ISP
CPU upgrades

Section 5 Implement ICAI5089B Implement and hand over system components
Service-level Service-level agreements (SLAs) exist for many different infrastructure

agreements 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.
person
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to confirm system integrity and that
evidence operational and maintenance procedures are in place and viable.
skills • Current business practices in relation to preparing reports (e.g. when
confirming system integrity and handing over system)
knowledge of general features and capabilities, to enable the person to
optimise the value of a supply contract
• Broad knowledge of vendor product directions (e.g. when confirming
system integrity or when determining the level of technology and expense
to be implemented in a project)
• Broad knowledge of the client business domain (e.g. when shortcomings or
problems are reviewed with client and an action plan is formulated
according to project requirements)
• Broad knowledge of OH&S requirements in relation to work safety,
environmental factors and ergonomic considerations (e.g. when heavy
devices are carried into the system project area)
involvement, so that levels of responsibility in a project can be clearly
defined
• Broad knowledge of quality assurance practices (e.g. when undertaking
thorough, comprehensive checking before confirming system integrity)
• A basic knowledge of information gathering techniques (e.g. when
confirming system integrity and when providing operation and
maintenance guidance)
• Broad general knowledge of change management systems (e.g. when
confirming system integrity and when integrating the new system with the
pre-existing one)
• Detailed knowledge of project plan, including constraints, guidelines and
deadlines
• General operational procedures for IT systems

ICAI5089B Implement and hand over system components Section 5 Implement
Skills include:
defined range of predictable problems (e.g. when shortcomings or
problems are reviewed with client and an action plan is formulated)
(e.g. when shortcomings or problems are reviewed with client and an
action plan is formulated)
(e.g. when installed system is demonstrated to meet the standards identified
in the agreed implementation plan, and is complete)
evaluation and presentation of information (e.g. when further action items,
training needs, amendments are discussed, documented and are submitted
to relevant authority for action)
maintenance issues are discussed with the maintenance group and all
supporting documentation is completed in accordance with standards and
when further action items, training needs, amendments, etc., are discussed,
documented and are submitted to appropriate person for action)
in ICA05 Section 1.
• A customer computer site and system or suitable simulated system and
environment
• Project plan
• Service-level agreements
• Implementation plan
• People involved in hand-over
Role context Formal testing and trials are normally conducted to determine whether or not a
system satisfies its acceptance criteria and to enable the client to determine
whether or not to accept the system. Testing to determine whether systems or
components meet the requirements specified in the contract or by the user is a
critical aspect of hand over.

Section 5 Implement ICAI5089B Implement and hand over system components
User acceptance testing can be a formal, documented process in which users use
the new system, verify that it works correctly under operational conditions, and
note any errors that need to be fixed.
The system implementer will generally undertake a range of processes to ensure
the system’s integrity and operational match with business requirements and
earlier specifications before hand over. This forms part of the on-going
customer relationship management process where a continuing relationship is an
objective.
requirements
quality parameters

ICAI5090B Conduct pre-installation audit for software installation Section 5 Implement
ICAI5090B Conduct pre-installation audit for software installation
Field Implement
Unit descriptor This unit defines the competency required to identify and appraise critical
pre-existing systems or components prior to the installation of software.
Establishing compatibility and interoperability is a key success factor which
would be useful undertakings to the purchase of software.
• ICAS5104B Determine maintenance strategy
• ICAS5105B Coordinate change requests
• ICAS5111B Review and manage delivery of maintenance services
• ICAT5081B Perform systems test

Guide.
1. Assess 1.1 Confirm details of software loaded on client system from actual system
compatibility of and from existing system documentation
existing software 1.2 Identify software pre-requisites needed for new software
1.3 Confirm minimum customer requirements with technical specifications
1.4 Confirm and assess compatibility issues against installation plan and cost
constraints
1.5 Document recommendations on variances, level and software
consistency for consideration by appropriate person
2. Confirm 2.1 Confirm that there are no conflicts between the new software and
interoperability of previously installed software and hardware
software with 2.2 Measure the degree of interoperability between software
environment
2.3 Confirm the interoperable functioning of all software involved
3. Assess system 3.1 Obtain details of current system memory, disk, available disk storage,
capacity to install other specific hardware requirements from investigation of actual system
ordered software and existing system documentation
3.2 Confirm that the hardware pre-requisites needed for new software are
met, implications noted and minimum requirements identified
3.3 Confirm and assess capacity issues against installation plan and cost
constraints
3.4 Document recommendations on variances in capacity for consideration
by appropriate person

Section 5 Implement ICAI5090B Conduct pre-installation audit for software installation
4. Prepare and 4.1 Document findings, recommendations and impact on project in a manner
distribute audit appropriate for target audience
report 4.2 Present and distribute the audit analysis report according to
organisational standards and procedures
RANGE STATEMENT
VARIABLE SCOPE
Client May be a department within the organisation or a third party, so the relationship
and ease of access will vary.
person
Constraints May include but is not limited to time, budget, resource, hardware, software,
policy or legal constraints
software.
EVIDENCE GUIDE
Critical aspects of Assessment must confirm sufficient ability to guide clients about which specific
evidence components are required prior to commencement of installation. Clear
recommendations and assignment of responsibility for missing components
must be evident. Additionally, the person must be able to determine the impact
and risks associated with either continuing or discontinuing implementation.


skills • Detailed knowledge of the system’s current functionality (e.g. assessing
compatibility of existing software when assessing system’s capacity to
install ordered software)
some areas
• Broad knowledge of the client business domain (e.g. assessing
compatibility of existing software)
involvement (e.g. assessing possible effects on the client if the installation
does not go according to plan)
• Broad knowledge of quality assurance practices (e.g. when confirming
interoperability of software with environment)
• Broad knowledge of risk management (e.g. when preparing and
distributing audit report or when testing the new software for compatibility
with the old)
Skills include:
(e.g. when software pre-requisites needed for new software are identified,
implications noted, minimum requirements confirmed and customer
requirements matched with technical specifications, and when capacity
issues are confirmed and assessed against installation plan and cost
constraints)
• Teamwork skills involving the contribution to solutions
audit/analysis report is presented and distributed)
information and gaining consensus on concepts (e.g. when audit/analysis
report is presented and distributed according to company and project
procedure).
• Use of system diagnostics and utilities (e.g. when details of current system
memory, disk, available disk storage, other specific hardware requirements
are obtained from investigation of actual system and existing system
documentation)
communications and risk management (e.g. determining the timeline for
the installation of new software and presenting findings, recommendations
and impact on project in a clear, concise and timely manner)

Section 5 Implement ICAI5090B Conduct pre-installation audit for software installation
in ICA05 Section 1.
• ICAS5104B Determine maintenance strategy
• ICAS5105B Coordinate change requests
• ICAT5081B Perform systems test
• Operational system and system specifications
• Technical specifications of software to be installed
• Documentation tools

Role context Pre-installation planning and audit stages are important to the success of
software installation and upgrade projects. Data collected and analyses
undertaken through these processes inform the implementation plan by clearly
establishing environmental and technical pre-requisites and may assist in
avoiding costly mistakes in software choice and lost revenue or productivity.
requirements
quality parameters

Section 5 Implement ICAI5096B Complete data transition
ICAI5096B Complete data transition
Field Implement
Unit descriptor This unit defines the competency required to undertake manipulation,
migration and conversion of data between systems or databases while
maintaining data integrity.
• ICAB5062B Perform data conversion
• ICAB5063B Monitor and support data conversion

Guide.
1. Perform data 1.1 Identify and document the data that is to be migrated, transferred or
transition archived
1.2 Collect required data, target database requirements and implementation
details
1.3 Clean up data to match new data structures and rules
1.4 Write and test conversion programs if required by the implementation
plan, or use conversion tools
1.5 Ensure clean data take-on by rekeying or converting according to
database requirements and conversion plan
1.6 Migrate data to target environment
1.7 Archive data according to requirements
2. Check data 2.1 Run reports and other tests on old and new data to verify the quantity
transition and quality of data transition
2.2 Run production or specialised programs against data to confirm control
totals
2.3 Check referential integrity and data constraints and requirements against
database requirements and conversion plan
2.4 Verify that data transition has been completed in accordance with
requirements and plans

ICAI5096B Complete data transition Section 5 Implement
RANGE STATEMENT
VARIABLE SCOPE
Database May include but is not limited to relational databases, object-relational
databases, proprietary databases, commercial off-the-shelf (COTS) database
packages.
Conversion tools May include tools that analyse data quality (e.g. QDB/Analyze, WizRule, and
Unitech Systems Inc); tools for extraction and transformation (e.g. ETI Extract,
Passport, Warehouse Manager, InfoPump, InfoHub, InfoRefiner and InfoSuite);
and tools for cleansing data (e.g. Integrity, Enterprise/Integrator); and data mart
management tools.
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to produce consistency in results, database
evidence verification, integrity and security of data. Assessment must confirm sufficient
knowledge of the organisation’s record keeping arrangements and security and
access level procedures
skills • Broad knowledge of the client business domain (e.g. when checking data
transition)
• Broad knowledge of the client’s data management and data security
policies and procedures
some areas
• Broad knowledge of database structures
• Broad knowledge of system data requirements
• Broad knowledge of software tools
• Detailed knowledge of the system’s current functionality (e.g. when
performing data transition)
• Broad knowledge of quality assurance practices (e.g. when checking data
integrity)
performing data transition and checking data integrity)

Section 5 Implement ICAI5096B Complete data transition
Skills include:
• Low-level programming skills
• Change management skills in relation to a defined scope
in ICA05 Section 1.
• ICAB5062B Perform data conversion
• ICAB5063B Monitor and support data conversion
• Data conversion plan
• Implementation plan
• Conversion program, if necessary
• Database(s) to store data

ICAI5096B Complete data transition Section 5 Implement
Role context Data transition processes are important when organisations need to move
information from one application or database to another, including migration
from older to newer systems. Without effective quality checks in place data
integrity may be compromised.
requirements
quality parameters

Section 5 Implement ICAI5098B Install and manage complex networks
ICAI5098B Install and manage complex networks
Field Implement
Unit descriptor This unit defines the competency required to install and manage networks
consisting of multiple components and connectivity options
units • ICAI4097B Install and configure a network
• ICAS5122B Identify and resolve network problems
• ICAS5123B Manage network security

Guide.
1. Implement 1.1 Review client and business requirements in order to assess the benefits
multiple servers of employing multiple servers to provide required services
1.2 Design network topology that makes use of multiple servers, acting
individually or in concert, to meet client requirements
1.3 Develop plans, with prioritised tasks and contingency arrangements, for
the implementation of the network design, with minimum disruption to
client
1.4 Liaise with relevant personnel to obtain approval for the plans, and
revise plans if necessary
1.5 Notify the user of the expected impact of the planned changes
1.6 According to plan, implement and configure the multiple servers in
accordance with vendor and organisation-specifications
1.7 Test network configuration and performance to ensure the expected
services are provided to the user and appropriate security is maintained
2. Install and 2.1 Review user and business requirements in order to assess the need for
configure devices network communication devices and remote access services
to extend network 2.2 Plan, install and configure network communication devices to provide
reach network services to meet user requirements, in accordance with vendor
and organisation-specifications
2.3 Check and install cabling and associated components in accordance with
industry standards
2.4 Plan, install and configure remote access services to meet user
requirements, in accordance with vendor and organisation-specifications

ICAI5098B Install and manage complex networks Section 5 Implement
3. Manage different 3.1 Gather data about user network access needs for work requirements and
levels of security organisational approval for user access
3.2 Evaluate user access data to determine and implement user access levels
for network resources
3.3 Investigate the need for firewalls, as per security requirements
3.4 Plan and implement the required firewalls
3.5 Undertake ongoing monitoring of the viability and reliability of the
network security, through testing and the use of technical tools
3.6 Continually monitor internal and external network access for security
breaches
3.7 Develop and maintain appropriate documentation on the security policy
for technicians and the user
4. Connect to a host 4.1 Review user and business requirements for host connection
computer 4.2 Evaluate current system hardware, components and software in terms of
requirements necessary to enable host connection to meet user needs
4.3 Obtain, install and configure the hardware and software required to
update the system to provide host connectivity
4.4 Test the updated system and the host connectivity options, and
reconfigure if necessary
5. Integrate and 5.1 Identify and evaluate appropriate network management tools to assist in
manage network the administration of the complex network
resources with 5.2 Select and install network management tools in accordance with industry
network utilities and organisational standards
5.3 Test tools to ensure they are operational
5.4 Gather and analyse user feedback about using the changed system
5.5 Prepare and deliver relevant training in a manner appropriate to the
audience
5.6 Develop and maintain procedures to ensure regular network reporting
and administration in accordance with organisational policies and
procedures
5.7 Complete documentation of complex network, in line with organisational
requirements

RANGE STATEMENT
VARIABLE SCOPE
• Email servers
• FTP servers
or a third party
Cabling May include but is not limited to UTP, STP and fibre.
Network May include but not limited to large and small LANs, national WANs, VPNs,
and voice.
Network topology May include ring, star, bus, hierarchical and hybrid
Firewalls May include hardware appliances, proxy servers, individual PC solution, also:
varying functionality, including network address translation (NAT)/IP
Masquerading, routing to specific machines as well as Stateful Packet
Inspection (SPI), Denial of Service (DOS) detection and blocking.
CPU upgrades
software.

EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to install, configure and test components in
evidence a complex network.
Assessment must confirm the ability to manage a complex network that consists
of multiple components and connectivity options.
knowledge of features and capabilities
organisation (e.g. when implementing multiple servers)
• Broad knowledge of networking technologies, with substantial depth in
some areas
environmental factors and ergonomic considerations
• Broad knowledge of supporting documentation systems (e.g. when
procedures are developed to ensure regular network reporting and
administration in accordance with organisational policies and procedures)
• Knowledge of the Open Systems Interconnection OSI reference model
Skills include:
clients and team members (e.g. when asset/inventory recording
documentation is completed in line with organisational requirements
procedures are developed to ensure regular network reporting and
administration in accordance with organisational policies and procedures
• Questioning and active listening skills in relation to clients and team
members (e.g. when impact of the changes being implemented is conveyed
to users
• Project planning skills

in ICA05 Section 1.
• ICAS5122B Identify and resolve network problems
• ICAS5123B Manage network security
• Network design documentation
• Equipment specifications
• Live network
• Hardware and software components for complex networks
Role context The installation and management of complex networks is a critical business
function. As organisations rely more heavily on electronic internal
communications, commercial e-business transactions with customers and virtual
supplier partnerships, complex networks which enable and support such
relationships are critical. The uninterrupted, efficient and secure operation of
ICT networks is a primary objective of network specialists working to support
business objectives. 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.


requirements
quality parameters

Section 5 Implement ICAI5100B Build an internet infrastructure
ICAI5100B Build an internet infrastructure
Field Implement
Unit descriptor This unit defines the competency required to design and implement an
infrastructure for internet services.
units • ICAB5160B Build and configure a server

Guide.
1. Plan and design 1.1 Select internet infrastructure in line with business and end-user
internet requirements, within budget limitations
infrastructure to 1.2 Evaluate the internet service for satisfactory performance and confirm
meet business that the service meets business and end-user requirements
requirements
1.3 Ensure that hardware, software, network and security requirements are
in accordance with agreed business and end-user specifications
1.4 Research internet to source suppliers, technologies, delivery schedules
and replacement parts and document findings
1.5 Evaluate internet service providers and establish their capability to
deliver the required connection service
1.6 Determine internet protocol address allocation based on the number of
addresses needed
2. Install and 2.1 Install and test cables, where appropriate
configure internet 2.2 Build and test servers
infrastructure to
meet business 2.3 Install, configure and test switches
requirements 2.4 Install, configure and test firewalls
2.5 Install and test broadband hardware with selected internet service
provider
2.6 Install workstation software and configure access to services
2.7 If required, install the necessary hardware and software to connect the
internet to intranets or network
2.8 Configure domain names, internet protocol addresses and network
address translation settings to make internet access possible

ICAI5100B Build an internet infrastructure Section 5 Implement
3. Install and 3.1 Set up software to provide services as required

configure internet 3.2 Install and configure software that provides internet links with existing
services to meet databases, documents, files
business
requirements 3.3 Develop templates and style guides for internet documents
3.4 Configure security access levels to safeguard data, making use of
appropriate tools
4. Test security and 4.1 Test and verify security access levels
internet access 4.2 Monitor and evaluate capability and reliability of security systems
4.3 Make changes to system to ensure protection against known and
potential threats
5. Ensure that user 5.1 Verify user settings to ensure that they conform to security policies
accounts are 5.2 Have legal notices displayed at appropriate locations for system users
verified for
security access 5.3 Check passwords in accordance with business policies and verify with
and monitored software utility tools
5.4 Plug well-known security gaps with appropriate hardware and/or
software
6. Manage and 6.1 Assist management in developing procedures and policies for
support the maintaining the internet infrastructure
internet 6.2 Obtain, install and use management tools to assist in internet
administration
6.3 Monitor traffic, appropriateness of broadcasts, content access and hits
over the internet
6.4 Create logs and other reports required to manage and support the
internet
6.5 Optimise internet performance
RANGE STATEMENT
VARIABLE SCOPE
and voice.
Services May include newsgroups, email, file transfer protocol facilities, multimedia,
conferencing and general access to internal website HTML files


• Email servers
• FTP servers
software.
Databases May include Oracle, Sybase, Microsoft SQL Server, Ingres, DB2, Informix,
mSQL, MySQL, SQL server
Threats May include eavesdropping, manipulation, impersonation, penetration, denial of
service and by-pass, hackers, viruses
EVIDENCE GUIDE
Critical aspects of Assessment must verify knowledge of internet technologies and that internet
evidence technology (both hardware and software) is installed and configured correctly.
skills • Current and developing industry hardware and software (e.g. routers,
servers, switches and modems), with broad knowledge of general features
and capabilities (e.g. LAN or WAN application, network traffic
management)
• General knowledge of the organisation’s business needs and functions
• General understanding of LAN-based communications technologies
• Knowledge of internet (WAN-based) technologies, with general
understanding of features and capabilities, incorporating depth in some
areas, for example, being able to consider the various WAN technologies
when managing and supporting the internet (e.g. ADSL, ISDN, PRI
(primary rate interface) and BRI (basic rate interface), ATM, frame relay,
leased line)
• General knowledge of OH&S requirements in relation to working in a safe
manner; environmental aspects of work that is undertaken and basic and
ergonomic considerations relating in particular to the workstation
environment
• Security knowledge, with broad understanding of general features and
capabilities, with limited depth in some areas (e.g. when monitoring
security and internet access
• Broad knowledge of vendor product and vendor directions (e.g. when
installing and configuring internet infrastructure to meet business
requirements (e.g. current trends are self-configuring ADSL or cable
modem-router-switches, however, these apply to the simpler LANs, such
as SOHO (Small Office, Home Office), where LAN configurations are
relatively simple)
• Broad knowledge of open source options and software (e.g. Linux-based
systems) as well as proprietary software (e.g. Microsoft based systems)

ICAI5100B Build an internet infrastructure Section 5 Implement
Skills include:
• Communication skills in relation to dealing with clients and team members
(e.g. when internet specifications are produced to meet client user
requirements and budget constraints)
• Basic report writing skills for business, including analysis and evaluation
• Ability to create and use logs for examining and reporting, required to
manage and support the internet service on the organisation’s LAN
• Problem solving skills involving participation of other users and
management.
• Basic research skills for identifying, analysing and evaluating broad
features of a particular business and sound skills in internet security
patching and monitoring
• Questioning and active listening skills in relation to clients and team
members
• Ability to participate in project planning activities, in relation to scope,
time, cost, quality, communications and risk management.
in ICA05 Section 1.
• Server hardware and software
• Security policy guidelines
• Networking hardware (e.g. switches, cables)
Role context The choice of LAN/WAN technologies has increased notably in recent years.
Two important aspects accompany these many alternatives: the affordable cost
and the emerging trend to automated set-up predominantly for the home or
small business market. This unit is geared for medium to large LAN/WAN
designs rather than the automatic set-up approach and accordingly requires a
more rigorous level of configuration. 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.


requirements
quality parameters

ICAI5152B Implement risk management processes Section 5 Implement
ICAI5152B Implement risk management processes
Field Implement
Unit descriptor This unit defines the competency required to implement procedures that
identify, analyse, evaluate and monitor risks involving ICT systems and
technology. This includes the development and management of contingency
plans.
• ICAA5156B Review and plan to minimise risk to business solutions

Guide.
1. Establish risk 1.1 Review and document the organisational and technical environment
context 1.2 Establish and document risk boundaries according to the business
operating and strategic environment
2. Identify risk 2.1 Develop or acquire a measurement scale for project risk which includes
factors importance, complexity, time and resources required
2.2 Identify project risks based on the measurement scale developed and
document according to business requirements
2.3 Identify the business impact of changes and document according to
current and future business directions
3. Implement 3.1 Classify each risk and create contingency plans that address how the risk
contingency plans will be monitored and overcome, if possible
3.2 Identify measurable benchmarks to track the treatment of risks, to the
new system
3.3 Identify risk management intervention points according to benchmarked
performance tolerances
3.4 Demonstrate use of phased implementation and piloting to reduce risk
factors
4. Monitor, update 4.1 Conduct regular risk updates to add new risks and remove old risks
and report risk 4.2 Update contingency plans when appropriate to incorporate new
profile information
4.3 Conduct risk reviews at major project milestones and document
outcomes
4.4 Establish feedback processes to provide warning of potential new risks
according to business requirements

Section 5 Implement ICAI5152B Implement risk management processes
RANGE STATEMENT
VARIABLE SCOPE
Business May be in reference to the business, system, application, network or people in
requirements the organisation
Contingency plans These will vary in format and content detail, but will typically:
• Identify weaknesses and provide for the implementation of a disaster
prevention program
• Minimise disruption to business operations
• provide a coordinated approach to the disaster recovery process
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to implement procedures that identify
evidence where risk occurs and what measures need to be taken to handle the risk.
Contingency planning is an integral part of demonstrating competency.
Effective implementation procedures include preventative considerations, such
as establishing warning systems and establishing an ongoing process that
includes regular or programmed reviews to the risk profile.
Risk management must include managing those factors that may have an
adverse effect on an external party, such as an business website customer or
supplier. Consequently, risk management may need to be a collaborative
process that involves users and commercial partners.
skills • Technology updating guidelines
• Business process design
• Maintaining and administering a site
• Understanding how business sites fit into corporate strategy
• Policy writing and dissemination
• Documenting technical specifications
• Understanding the business supply chain
• Understanding user analysis and the CRM
• Copyright and intellectual property
• Relevant privacy legislation
• Australian Computer Society Code of Ethics

ICAI5152B Implement risk management processes Section 5 Implement
Skills include:
• Capacity planning
• Technology transfer
• Information architecture
• Use of site design software and hardware
• Project management
in ICA05 Section 1.
• ICAA5156B Review and plan to minimise risk to business solutions
• Web servers
• Business website
• Site server
• Site server software
• Analysis software
• Requirements documentation
• Risk management plan
• User analysis
• Updated or new technology
• Software applications
• Networks

Section 5 Implement ICAI5152B Implement risk management processes

requirements
quality parameters
• Demonstrate knowledge of risk management processes, incorporating
some theoretical concepts
• Identify and evaluate information
• Take responsibility for the quality of risk assessment and contingency
planning

ICAI5172B Implement backbone technologies in a local area network Section 5 Implement
ICAI5172B Implement backbone technologies in a local area network
Field Implement
Unit descriptor This unit defines the competency required to implement core layer (backbone)
connectivity in a LAN for applications between floors in a multi-storey
building or between separate buildings.
• ICAI5152B Implement risk management processes

Guide.
1. Define network 1.1 Identify current and future network requirements based on the
organisation’s business and technical requirements
1.2 Design an appropriate structure to meet client requirements, such as
video, audio or data application services
1.3 Design a network addressing system with subnet and host identities (IP
addressing) and virtual LANs (VLANs)
1.4 Identify and document resource requirements in accordance with
network design
2. Install configure 2.1 Install and configure switches and routers according to network
network requirements and resources
backbone 2.2 Install network protocol suites using configurations on switch uplink
ports as required by network design specifications
2.3 Configure hosts and workstations for network access
3. Test and validate 3.1 Test network connectivity to ensure operation parameters are met
network between hosts on all relevant segments or VLANs
3.2 Make adjustments as required
3.3 Validate and document network performance
RANGE STATEMENT
VARIABLE SCOPE
Technical May be in reference to the business, system, platform, application, database,
requirements network or people in the organisation

Section 5 Implement ICAI5172B Implement backbone technologies in a local area network
Network May include but not limited to large and small LANs, the use of the PSTN for
dial-up modems only, private lines, VPNs, data and voice.
Network protocol May include TCP/IP (IPX/SPX, DECnet, AppleTalk are legacy protocols),
suites IPV6 (layer 3 protocol only).
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to build an ATM LAN that provides the
evidence required services and communication standards.
skills • OSI layer model
• LAN and WAN network topologies (three-layer LAN hierarchy: core
distribution and access)
• Routers
• Ethernet switches
• Bandwidth limitations, measuring and testing
• NICs (Fast Ethernet, gigabit and 10-gigabit Ethernet (token ring is less
common))
• Ethernet switch functions (frame switching: store-and-forward,
fast-forward, fragment-free)
• Virtual LANs
• Internetworking protocol suites, such as TCP/IP, IPX, DECnet, AppleTalk,
IPV6
• MAC addresses, network layer protocols
Skills include:
• Implementing optic fibre and Ether-Channel technologies
• Installation of Ethernet switches with gigabit and 10 gigabit interfaces
• Configuring trunking on uplink ports
• Basic cabling
in ICA05 Section 1.

ICAI5172B Implement backbone technologies in a local area network Section 5 Implement

• ICAI5152B Implement risk management processes
• Local area network infrastructure
• Switches with various interfaces: fast-, one-, 10 gigabit- Ethernet
Role context This Unit focuses on configuring high-speed (high-bandwidth) channels
between high-end switches. The two main methods in current use are to use
One- or 10-Gigabit Ethernet connections and Ether-Channel architecture, in
which up to eight Fast Ethernet or Gigabit channels (cables), are configured or
trunked as a single logical channel.
requirements
quality parameters

Section 5 Implement ICAI5172B Implement backbone technologies in a local area network

• Demonstrate understanding of ATM transfer modes, with depth in some
areas
• Apply solutions to a clearly defined range of problems
• Identify and apply skill and knowledge to install and configure ATM
infrastructure
• Identify, analyse and evaluate information related to ATM
• Take responsibility for outputs in relation to ATM configuration

ICAI5173B Install and configure a single-segment local area network switch Section 5 Implement
ICAI5173B Install and configure a single-segment local area network

switch
Field Implement
Unit descriptor This unit defines the competency required to select, install and test a single
switch on one segment of a local area network (LAN).
units • ICAI2015B Install software applications
• ICAA5144B Determine best-fit topology for a local network
• ICAI5174B Install high-end switches in multi-switched local area
networks
• ICAI5176B Install and configure router

Elements describe the Performance Criteria describe the required performance needed to demonstrate
essential outcomes of achievement of the element. Where italicised text is used, further information
a unit of competency is detailed in the required skills and knowledge and/or the Range Statement.
Assessment of performance is to be consistent with the Evidence Guide.
1. Determine 1.1 Determine and document the topology of the LAN
specifications for 1.2 Investigate and determine current and future network capacity according
switch to current and future business requirements
1.3 Determine the number and type of switch required, with reference to
current and future network requirements
1.4 Determine the requirements for network management and security, as
prescribed by organisational policy
2. Select 2.1 Select the switch and switch operating system software version with the
appropriate appropriate features according to required specifications
hardware 2.2 Choose computers and consider what effect on traffic servers, routers and
other network devices will have, when implemented according to network
requirements
3. Install switch 3.1 Assemble and mount in rack for physical security and connect switch and
and supporting peripherals, in accordance with manufacturer requirements
peripherals 3.2 Connect switches
3.3 Connect user to access points using cable that meets the appropriate
standard
3.4 Connect power to the switch, power it up and check operation

Section 5 Implement ICAI5173B Install and configure a single-segment local area network switch
4. Configure switch 4.1 Establish a valid network connection with other network devices
4.2 Configure a network address for the switch
4.3 Install and/or configure simple network management protocol (SNMP)
agent software, on each switch, to collect network traffic data for the
management information base (MIB) from that segment of the network
and relay it to the management console
4.4 Install and configure SNMP management console software on a computer
designated to be the network manager’s main console, to collect network
traffic data from the switch acting as agents
4.5 Manually configure the user access ports of the switch for speed and for
full- or half-duplex operation
5. Test and 5.1 Test the switch and other network devices in accordance with
troubleshoot manufacturer requirements and organisational guidelines
switch and 5.2 Ensure that there is connectivity across the network
network
5.3 Test SNMP by unplugging some machines from the switch or powering
down a switch and observe whether the SNMP management software
reports these events
5.4 Make adjustments to the network, depending on test and troubleshooting
results
RANGE STATEMENT
VARIABLE SCOPE
Network capacity LAN topology support (e.g. Ethernet, AppleTalk, Token Ring, FDDI), port
bandwidth capabilities (e.g. 100 megabits per second), hardware reliability,
expandability (e.g. number of available uplink ports), redundant power supply
(AC/DC)
Topology May include ring, star, bus, hierarchical and hybrid
Switch The following vendors produce switches:
• Accton
• Cisco
• DLink
• Intel
• 3Com
• NetGear
• System 3000 Ethernet
• Bay
Computer May include laptops, workstations, servers and other devices

Peripheral Peripherals may include but are not limited to:

or a third party
Cable May include but is not limited to UTP, STP and fibre
Standard May include EIA/TIA 568A, EIA/TIA 568B
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to install switches without the network
evidence losing connectivity or failing.
skills • Differences between standard and intelligent (i.e. configurable) switches
and between switches and hubs
• Documentation skills for networks (e.g. labelling of cable terminations and
developing a cut sheet or cabling map)
• Common network cable types and connectors
• Common network topologies
• Implementation and configuration of networks
• Advantages and disadvantages of switches over hubs
Skills include:
• Methods for troubleshooting switches (e.g. knowing how to stop user
access ports ‘flapping’ when two switches try to auto-configure their port
speed and duplex setting to match each other’s settings, but are not able to
synchronise with each other)
• Cabling skills to follow a hierarchical network design
• Implementation and configuration of networks
• Configuring a workstation within a network environment

Section 5 Implement ICAI5173B Install and configure a single-segment local area network switch
in ICA05 Section 1.
networks
• Switches
• Network devices
• Workstations and servers
• Cabling

Role context Setting up switches is an important task for most organisations and with a
diverse range of switches, care should be taken to ensure security is managed
effectively.
requirements
quality parameters
• Demonstrate knowledge in a well-developed range of switch
configurations
• Apply solutions to a variety of switch-related problems
• Interpret and apply available technical and network information

Section 5 Implement ICAI5174B Install high-end switches in multi-switched local area networks
ICAI5174B Install high-end switches in multi-switched local area

networks
Field Implement
Unit descriptor This unit defines the competency required to install, configure and test
high-end switches, in an extended star network.
units • ICAI5173B Install and configure a single-segment local area network
switch
• ICAB5159B Build a security shield for a network
• ICAB5160B Build and configure a server
• ICAI4188B Install and maintain a server
• ICAI5172B Implement backbone technologies in a local area network

Guide.
1. Identify required 1.1 Gather relevant data to identify and document network architecture
switch 1.2 Select an appropriate hierarchical model for the network
specifications 1.3 Identify switch fabric and the type and number of switches
1.4 Determine switch network topology to be installed, with reference to
network architecture and network protocol types
1.5 Develop an implementation plan for new network processes
1.6 Select relevant hardware and software with reference to equipment
specifications/limitations
1.7 Evaluate switch purchasing options and determine most appropriate
2. Install and 2.1 Install switches according to vendor guidelines, network architecture and
configure client requirements
switches and 2.2 Configure switches to a basic level
routers 2.3 Configure switches for VLAN operation
2.4 Configure a VLAN trunking protocol (VTP) for the switches
2.5 Configure a router to run inter-VLAN routing for the selected VLANs
2.6 Document switch configuration according to client requirements

ICAI5174B Install high-end switches in multi-switched local area networks Section 5 Implement
3. Test switches 3.1 Assess the impact of the changes on the network
3.2 Prepare, schedule and execute tests
3.3 Troubleshoot the network to track, resolve, document and report errors
3.4 Make changes and resolve problems to ensure that the network is
functioning properly
3.5 Back-up final switch configuration, to reflect changes
3.6 Ensure documentation and reporting meets requirements
RANGE STATEMENT
VARIABLE SCOPE
software.
and other connectivity devices, printers, DSL modems, hard drives, monitors,
switches, hubs, personal digital assistant (PDA) and other peripheral devices
and voice.
Network topology May include star, extended star campus networks, ring, bus, hierarchical and
hybrid.
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to install, configure and test network
evidence switches.
skills • The operation of switches in relation to the open systems interconnect
(OSI) layer (i.e. protocol stack) model. (switches operate at layer two of
the OSI model.)
• Functions and features of network interface card (NIC) (e.g. MAC and IP)
addresses
• Network design in relation to physical constraints and role of switches, and
how to overcome constraints in terms of traffic isolation and network
utilisation (e.g. microsegmentation, VLANs)
• Operation of a relevant network operating system (e.g. UNIX, Linux,
Novell, Microsoft

Section 5 Implement ICAI5174B Install high-end switches in multi-switched local area networks
• Functions and features of switches, including various filtering and

forwarding modes (e.g. store-and-forward, cut-through, fast-forward),
switching tables, bridge learning, spanning tree algorithm (STA) and
spanning tree protocol (STP)
• Advantages and disadvantages of switches in relation to network
architecture and client requirements (e.g. switches offer dedicated,
full-bandwidth service to users)
• Basic functions of checksums (i.e. cyclic redundancy check [CRC])
• Functions and features of transparent switching
• Networks bridges and switches
Skills include:
• Installing and configuring simple computer components
• Ability to record testing results
• Ability to critically analyse details
• Ability to understand specification sheets
• Ability to organise, and assess importance and relevance of, product
information
• Ability to analyse and synthesise information
• Ability to diagnose performance deviations
in ICA05 Section 1.
• ICAB5159B Build a security shield for a network
• ICAB5160B Build and configure a server
• Network devices, including configurable (Ethernet LAN) switches (needed
to support features such as STP, VLANs and frame forwarding modes),
PCs, routers

ICAI5174B Install high-end switches in multi-switched local area networks Section 5 Implement
Role context Generally, switches have replaced bridges in modern network design. The high
port density of a switch (e.g. 24 to 48 ports), offers much more value than the
few ports available in a typical bridge. Furthermore, switches offer many other
performance- and security-enhancing features.
The main focus of this unit is on installing and configuring LAN, not WAN
switches. Although both LAN and WAN switches are used extensively in many
networked environments, the predominant use lies with LAN switches. WAN
switches usually operate at the edge of a LAN and as such, are mainly installed
and configured by telecommunications service providers,.
A current trend is the use of Virtual LANs (VLANs). VLANs logically segment
a network (as opposed to physically segmenting the network, via simple,
non-programmable switches or hubs). The benefits of VLANs include increased
network security and a more convenient method for grouping an organisation’s
employees into logical workgroups, even though they may work in separate
physical locations of the company.
High-end switches in a multi-switched LAN imply the use of trunking, where
traffic from many users flows up major arterial connections in the LAN
hierarchy. Thus, a trunking protocol must be implemented.
requirements
quality parameters
• Demonstrate theoretical knowledge of bridges and switches
• Apply solutions to a variety of problems
• Perform processes that require a range of skills
• Interpret available information

Section 5 Implement ICAI5176B Install and configure router
ICAI5176B Install and configure router
Field Implement
Unit descriptor This unit defines the competency required to install and configure a router to a
basic level.
Related units of competency are:
• ICAI5173B Install and configure a single-segment local area network
switch
networks

Guide.
1. Select and install 1.1 Select router based on organisational needs and criteria
router 1.2 Assemble router and peripherals in accordance with manufacturer
requirements, enterprise guidelines and protocols
1.3 Configure router according to manufacturer instructions and technical
requirements, taking into account interoperability requirements with
network components
1.4 Reconfigure individual workstations to operate within the new
environment, if required
2. Configure and 2.1 Test router and peripherals in accordance with manufacturer instructions
test router and technical requirements
2.2 Test hardware and router to ensure full functionality and interoperability
2.3 Reconfigure additional hardware as required
2.4 Make adjustments to network depending on test results

ICAI5176B Install and configure router Section 5 Implement
RANGE STATEMENT
VARIABLE SCOPE
Router May include:
• Cisco 700 to the 2600 Series routers
• Linksys Etherfast router
• Cisco uBR7200 universal broadband routers
• 3Com OfficeConnect Remote 810 ADSL
• 3Com SuperStack 400
• CISCO 760 Series with integrated services digital network (ISDN)
interfaces
• Netopia routers
• D-Link routers
• Motorola Vanguard Series
• Intel express Series
and other connectivity devices, DSL modems, networks, remote sites, servers
Network May include but not limited to large and small LANs, VPNs, national WANs,
and voice.
Protocols Novell Protocol suite; internetwork packet exchange (IPX), sequenced packet
exchange (SPX), NetBIOS emulator, netware core protocol
TCP/IP; internet control message protocol (ICMP) see router protocols above,
Net BT
Dynamic host configuration protocol (DHCP)
AppleTalk protocol – Phase 2 (1989)
WAN protocols (encapsulations): synchronous data link control (SDLC)
(generally not used, as superseded by point-to-point protocol (PPP); binary
synchronous control (BSC) high-level data link control (HDLC), advanced data
communications protocol (ADCP)

Section 5 Implement ICAI5176B Install and configure router
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to install and configure a router for
evidence optimum performance and operate the LAN, WLAN or WAN
skills • Router functions
• Router-based network architectures
• Broadcast traffic and bandwidth
• Redundant paths
• Intelligent packet forwarding
• Routing tables
• Routing protocols and how they operate
• Dynamic routing
• Router firewalls
Skills include:
• Configuring router protocols
• Configuring network peripherals
• Selecting and installing a router
• Network testing and troubleshooting (e.g. using Ping, telnet commands)
in ICA05 Section 1.
• ICAI5173B Install and configure a single-segment local area network
switch
networks

ICAI5176B Install and configure router Section 5 Implement
• A network environment
• A router (preferably two or more)
• Documentation on the network topology
Role context Routers are devices or sometimes software in a computer that directs
information packets to the next point in their destination. Routers are generally
located at any juncture of networks, including each internet point of presence.
Poorly configured routers can have significant negative consequences and care
must be taken to reduce risk associated with router settings and security.
requirements
quality parameters
• Take some responsibility for the achievement of group outcomes.
• Demonstrate knowledge and competencies of configuration issues
• Demonstrate understanding of routers
• Apply solutions to defined routing problems
• Identify and evaluate information from a variety of sources

Section 5 Implement ICAI5196B Implement secure encryption technologies
ICAI5196B Implement secure encryption technologies
Field Implement
Unit descriptor This unit defines the competency required to ensure secure encryption is
applied and monitored.
The required outcomes described in this unit of competency contain
Employability applicable facets of employability skills. The Employability Skills Summary

Guide.
1. Determine 1.1 Review the security plan to determine encryption methods
encryption 1.2 Review a range of encryption technologies and rank the most appropriate
methods options
1.3 Assess the costs associated with each encryption option
1.4 Document encryption options and costs and forward to appropriate
person for decision
2. Implement 2.1 Purchase encryption technologies according to business procurement
encryption procedures
2.2 Apply encryption technologies to the business system
2.3 Analyse the impact of the encryption technologies to user roles and
responsibilities
2.4 Inform user of the new encryption technologies and the impact it has on
their responsibilities
3. Monitor 3.1 Analyse implementation of the encryption technologies
encryption 3.2 Review help desk records for problems concerning implementation and
take appropriate action
3.3 Review system logs for user breaches
3.4 Document security breaches and notify appropriate person
RANGE STATEMENT
VARIABLE SCOPE
Encryption May include but is not limited to RSA public key, PGP (Pretty Good Privacy),
symmetric ciphers, asymmetric public-key ciphers, sniffers, PKI, SSH,
DESlogin, PKZIP, secure socket layer (SSL), digital signatures
person

ICAI5196B Implement secure encryption technologies Section 5 Implement
Encryption May include:

technologies • Authentex DataSafe
• GPG (GNU software)
• Blowfish Advanced 97
• Crypto ActiveX Tool
• Distributed management systems
• PGP
• Cryptainer LE
or a third party
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to ensure encryption solutions are
evidence implemented and appropriate to the business technology environment and
business needs.
skills • Security threats, including eavesdropping, data interception, data
corruption, data falsification, authentication issues
• Organisational issues surrounding security
• Encryption strength
• Encryption types (public key, secret key, hash key)
• The functions and features of symmetric encryption, asymmetric
encryption and one-way encryption
• Examples of symmetric key encryption (e.g. DES, Triple DES, Skipjack,
IDEA, Blowfish)
• Examples of symmetric key encryption (e.g. RSA)
• Asymmetric key-based algorithms and public key/private key encryption
• PKI, PGP: pretty good privacy, GnuPG
• Examples of one-way encryption (e.g. message digests [MD5, SHA]),
functions and features of timestamps, functions and features of digital
signatures, replay security, functions and features of access control
permissions, certificate-related infrastructure (certificate authorities,
registration authorities, repository services), TCP/IP protocols and
applications
Skills include:
• Surveillance analysis
• Implementation of encryption protocols
• Implementing LAN/WLAN, VPN or WAN solutions
• Ability to undertake a network security risk assessment
• Ability to develop enterprise policies and procedures

Section 5 Implement ICAI5196B Implement secure encryption technologies
• Servers
• Encryption software
Role context The integrity of organisational data and sensitive documents is vital for
businesses. Encryption of sensitive data is a way for organisations to protect
this data. Confidentiality, integrity and availability of data are the three key
goals for securing information.
A number of commercial encryption technologies are available in the market. It
is vital that the implementation of these technologies takes place in a
methodical and informed manner. Research of available technologies is
important including information available through online vendor and
newsgroup sources and security forums.

ICAI5196B Implement secure encryption technologies Section 5 Implement

requirements
purposes
quality parameters

Section 5 Implement ICAI5197B Install and maintain valid authentication processes
ICAI5197B Install and maintain valid authentication processes
Field Implement
Unit descriptor This unit defines the competency required to develop, install and maintain an
authentication processes.
• ICAI5196B Implement secure encryption technologies

Guide.
1. Determine 1.1 Determine user and enterprise security requirements with reference to
authentication enterprise security plan
requirements 1.2 Identify and analyse authentication options according to user and
enterprise requirements
1.3 Select the most appropriate authentication and authorisation processes
2. Configure 2.1 Create an authentication realm and reuse as required to protect different
authentication areas of the server
software/tools 2.2 Add users and authorisation rules to the new realm according to business
needs
2.3 Describe the user attributes and the user attribute set-up
2.4 Set up an authentication filter and authorisation parameters on the
appropriate server according to business requirements
3. Apply 3.1 Develop and/or obtain authentication protocols as required
authentication 3.2 Develop and distribute related policies and procedures to users according
methods to business need
3.3 Brief user on the authentication system and their responsibilities
according to enterprise security plan
3.4 Apply the authentication system to network and user according to
system/product requirements
3.5 Record and store permission and configuration information in a secure
central location
4. Monitor 4.1 Review the authentication system according to user and enterprise
authentication security and quality of service requirements
system 4.2 Ensure ongoing security monitoring using incident management and
reporting processes in accordance with enterprise security plan

ICAI5197B Install and maintain valid authentication processes Section 5 Implement
RANGE STATEMENT
VARIABLE SCOPE
Server May include:
• Email servers
• FTP servers
or a third party
and voice.
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to ensure authentications solutions are
evidence deployed and appropriate to the business technology environment and business
needs.

Section 5 Implement ICAI5197B Install and maintain valid authentication processes

skills • Organisational issues surrounding security
• The function and operation of virtual private networking (VPN) concepts
• Common VPN issues, including quality of service considerations (QOS),
bandwidth, dynamic security environment
• The function and operation of authentication
• The features of common password protocols (e.g. password authentication
protocol (PAP), challenge handshake authentication protocol (CHAP),
challenge phrases, RADIUS authentication)
• Features and function of token cards
• Features and function of authentication adaptors
• Features and function of biometric authentication adaptors
• Features and function of digital certificates (e.g. VeriSign, X.509, SSL)
• Resource accounting through authentication
Skills include:
• Ability to analyse enterprise security requirements and propose solutions
• Scripting
• Ability to liaise with vendors and service providers as required
• Incident management
in ICA05 Section 1.
• Servers

ICAI5197B Install and maintain valid authentication processes Section 5 Implement
Role context Security of information and personnel is of increasing importance to all

organisations. Authentication is a control or protective measure put into place
by an organisation to reduce the vulnerability of the system. Authentication
controls include passwords, PINs, smart cards and biometric devices.
requirements
quality parameters

Section 5 Implement ICAI5212B Implement quality assurance process for websites
ICAI5212B Implement quality assurance process for websites
Field Implement
Unit descriptor This unit defines the competency required to develop and conduct a planned
and systematic pattern of actions required to provide adequate confidence that
websites conform to relevant standards and fulfil the client expectations.

Guide.
1. Establish 1.1 Identify appropriate regulatory, accessibility, industry and organisational
standards compliance standards
1.2 Develop, quantify, document and disseminate measurable performance
standards, from the standards identified above, for all documents
1.3 Establish a centralised, distributed or combined quality assurance
methodology
1.4 Determine the specification from which the website was developed
1.5 Establish guidelines for controlling, updating and loading new content
onto the website
2. Apply standards 2.1 Apply all processes as an integral part of the website development
and track process
performance 2.2 Validate site, all updates and new content against performance
standards, using a wide variety of browsers and tools
2.3 Document and disseminate results
2.4 Provide feedback to web authors, users and administrators on a routine
and regular basis
3. Develop and 3.1 Provide performance standards feedback to developers, maintainers and/
apply continuous or administrators
improvement 3.2 Identify below-average or unacceptable performance standards and
process apply appropriate measures in order to improve performance
3.3 Provide channels for interaction, feedback and suggestions from site
users, administrators, developers and maintainers
3.4 Conduct responses to interaction, feedback and suggestion providers
3.5 Develop procedures to identify whether feedback and suggestions are
applied and acted upon
3.6 Conduct regular benchmark reviews based on improved performance and
disseminate revised benchmarks
4. Document 4.1 Document quality assurance procedures and processes
quality assurance 4.2 Document quality assurance results
practices
4.3 Document and control changes to procedures, processes and results

ICAI5212B Implement quality assurance process for websites Section 5 Implement
RANGE STATEMENT
VARIABLE SCOPE
Performance Common performance measures include timeliness, structural quality, content
standards accuracy and consistency, response time and latency and server response time
Content May include information and interactive features, such as product information,
company information, copyright and disclaimer notices, site map, frequently
asked questions, what’s new, customer-specific information, customer only
information, error messages, instructions, feedback mechanisms, reference
pages, forms, background articles, ratings/rankings/testimonials/quotes from
reviews, hyperlink titles.
Browsers May include but is not limited to Netscape Navigator, Internet Explorer,
Tools May include but are not limited to spell check, CSS check, HTML validating
and link checking software
Users May include a person within a department, a department within the organisation
or a third party
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the competency to identify, establish and implement
evidence appropriate quality assurance standards to the website. A continuous
improvement process must also be developed and implemented. Standards
should be quantitative and applied universally wherever possible. Quality
assurance standards should be well documented and disseminated.
skills • Website architecture and website security
• Workload metrics and technical performance measurement
• Business process design and customer and business liaison
• Website accessibility and equity legislation
• Provisions of relevant privacy legislation
Skills include:
• Website development
• Website analysis for compliance to legislation and best practice
• Technical test design to improve the design and maintenance processes and
to ensure that all the client’s elements are incorporated into the design
• Test implementation of the website
• Test evaluation
• Evaluation feedback
• Evaluation analysis

Section 5 Implement ICAI5212B Implement quality assurance process for websites
in ICA05 Section 1.
• Web servers
• E-business website
• Automatic testing software
• Documentation for appropriate regulatory, industry compliance and
accessibility standards
Role context This unit looks at the overarching quality assurances processes that impact the
design, development and maintenance of a website. Procedures are examined
and if necessary, modified in order to quality assure the subject website to
appropriate industry standards having regard to client business requirements. In
the workplace continuous improvement is a vital part of adjusting processes to
evolving standards and industry best practice in quality assurance.

ICAI5212B Implement quality assurance process for websites Section 5 Implement

requirements
quality parameters
• Demonstrate understanding of specialised knowledge of website design,,
with depth in areas, such as features that enhance site response times
• Analyse and diagnose website design in order to establish quality control
procedures and so identify areas requiring improvement
• Demonstrate a command of wide-ranging, highly specialised technical,
creative or conceptual skills
• Generate website design ideas through the analysis of information and
concepts
• Demonstrate accountability for group outcomes within broad parameters of
reviewing website design and effectiveness and quality assurance
processes

Section 5 Implement ICAI5216B Monitor and improve knowledge management system
ICAI5216B Monitor and improve knowledge management system
Field Implement
Unit descriptor This unit defines the competency required to monitor and improve a
knowledge management system.


Guide.
1. Investigate 1.1 Review structure of existing knowledge management system and
knowledge develop an understanding of its operation
management 1.2 Interview clients and staff to determine information requirements
system
1.3 Identify frequently requested information
1.4 Create a structure for organising information
1.5 Document structure and forward to appropriate person for approval
2. Create knowledge 2.1 Retrieve identified information
management 2.2 Organise information to follow the approved structure
system
2.3 Document information structure
3. Distribute and 3.1 Distribute knowledge management system documentation to clients and
monitor staff
knowledge 3.2 Gather feedback from clients and staff and incorporate to improving
management systems and processes
system
documentation 3.3 Monitor use of knowledge management system to determine
effectiveness
3.4 Make changes to knowledge management system
3.5 Make knowledge management system documentation available in an
accessible location
3.6 Implement and monitor process improvements
RANGE STATEMENT
VARIABLE SCOPE

ICAI5216B Monitor and improve knowledge management system Section 5 Implement
Requirements May be in reference to the business, system, platform, application, database,

network or people in the organisation
Information May include but is not limited to documents, test pages, web pages and other
output.
Systems and May include:
processes • Computer systems (hardware and software)
• Networks (local, national or international)
• Workflows, associated routines and operating procedures
Process May include:
improvements • Reduction of production costs
• Improved value-adding
• Improved international or domestic competitiveness
• New products
• New or improved business processes
• Improved customer relationships
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to monitor and implement strategies to
evidence improve a new or existing knowledge management system. The person must
ensure that staff and/or clients are aware of relevant information, can access the
required information and that all and only relevant information is being
accessed.
skills • Information management systems (e.g. databases, structured query
languages, web search engines)
• Information sources in all types of formats (e.g. electronic networks and
remote databases)
• Knowledge and application of database structures and organisation
• Principles of database structure and construction
• Reviewing new systems for organising information
Skills include:
• Evaluating client information needs and matching them to appropriate
resources
• Eliciting information from users (e.g. interviews, surveys, open and closed
interview questions)
• Short- and long-term capacity planning
• Business analysis skills
• Communicating with clients
• Modelling of data processes
• Research, review and renewal of business knowledge systems

Section 5 Implement ICAI5216B Monitor and improve knowledge management system
in ICA05 Section 1.
• Databases
• Organisational information requirements
• Information repositories

ICAI5216B Monitor and improve knowledge management system Section 5 Implement
Role context Effective knowledge management processes. Use technology to organise,

manage and distribute all types of information. This may sometimes be tailored
to meet particular user needs. The ability to reflect on current practices and
processes promotes objectivity in gauging how to update and improve the
system. The effective technological management of an organisation’s
intellectual assets is of increasing value and importance to wider business
objectives and can provide efficiency, innovation and competitive advantage to
the business.
requirements
quality parameters

Section 5 Implement ICAI6187B Implement change management processes
ICAI6187B Implement change management processes
Field Implement
Unit descriptor This unit defines the competency required to apply techniques that facilitate
the planning, implementation and monitoring of information technology
change.

Guide.
1. Plan IT system 1.1 Research and develop change procedures and conventions
changes 1.2 Develop IT change management plan
1.3 Identify key personnel responsible for change management policies and
procedures
1.4 Train staff and management in change management procedures and
polices
1.5 Evaluate current IT system to determine changing user or business
patterns
1.6 Identify key personnel responsible for authorising and implementing
change management plan
2. Identify 2.1 Determine current IT benchmarks
technology 2.2 Compare identified needs against performance benchmarks to identify
system change possible changes
needs
2.3 Assess proposed changes to determine impact
2.4 Notify key personnel of necessary change
3. Implement 3.1 Plan change schedule
change 3.2 Prioritise changes and allocate resources
3.3 Implement change management plan and procedures
3.4 Involve stakeholders in the implementation process
3.5 Capture new performance benchmarks to measure changes
3.6 Ensure appropriate liaison methods are used
3.7 Identify training requirements
3.8 Notify stakeholders of change
4. Monitor and 4.1 Measure change performance against new benchmarks
review 4.2 Submit performance results to stakeholders
implementation
4.3 Obtain sign-off on changes
4.4 Provide appropriate documentation and reporting

ICAI6187B Implement change management processes Section 5 Implement
RANGE STATEMENT
VARIABLE SCOPE
the organisation
or a third party
Change May be, verbal, documented, process based, socially based or incremental, and
procedures may be the result of an impact on quality, cost or OH&S
May include formal procedures that must be adhered to, such as check points
and sign-offs with documented procedures and templates; implementation of
financial control mechanisms; communication with stakeholders; dispute
resolution and modification procedures; and processes for determining size and
cost.
Benchmarks May include technical, cost savings, performance and quality.
Stakeholders May include but are not limited to end user, internal or external client,
government body, corporate body, community groups
Liaison methods May include but are not limited to:
• Planning workshops
• Management reviews
• Web information portals
• CRM technologies
• Written reports
• Group information sessions
• Needs analysis surveys
• Email
• Telephone calls
• Newsletters
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to plan for, implement, monitor and review
evidence change and apply guidelines and policies to the change management process.
The demonstration of competency in this unit necessitates the identification of
elements that require changing, and planning of a change management
intervention. Complex issues of version management and maintaining
compliance with existing accessibility and other policies also need to be
demonstrated.

Section 5 Implement ICAI6187B Implement change management processes

skills • Information technology systems
• Internet and internetworking architecture
• Server access security procedures and general security issues relating to a
particular operating system
• Performance benchmarking
• Change management principles
Skills include:
• Information technology related to organisational analysis
• Data gathering and analysis skills
• Communication skills for stakeholder engagement
• Remote and local administration capabilities
• Prevention and monitoring of system security
• Version back-up and storage
• Directory management
in ICA05 Section 1.
Some organisations may be quality certified and have well documented
standards for addressing quality while others will not. In a simulated
environment best practice workplace examples should be used.
• International standards
• Operation data from an organisation
• Needs analysis data
• Organisational planning guidelines
• Version control guidelines
Role context Implementing change management processes for an IT system may in some
cases be a complex and large undertaking involving analysis, diagnosis, design,
planning, execution and evaluation across a broad range of technical functions,
including development of new criteria or applications or knowledge or
procedures. Significant technical judgement and leadership will be required in
complex technological change management processes.

ICAI6187B Implement change management processes Section 5 Implement
The in-depth review of technical systems across a wide and often unpredictable
variety of contexts may be necessary for determining appropriate strategies.
Contributions to the development of significant test plans will be involved and
accountability and responsibility for self and others in achieving the outcomes
will be necessary.
The breadth, depth and complexity involving analysis, design, planning,
execution and evaluation across a range of technical and/or management
functions including development of new criteria or applications or knowledge or
procedures would be characteristic.
The demonstration of competency may also require application of a significant
range of fundamental principles and complex techniques across a wise and often
unpredictable variety of contexts in relation to either varied or highly specific
functions. Contribution to the development of a broad plan, budget or strategy
may be involved and accountability and responsibility for self and others in
achieving the outcomes may also be characteristic.
Applications involve significant judgement in planning, design, technical or
leadership/guidance functions related to products, services, operations or
procedures would be common.
• Demonstrate understanding of specialised knowledge with depth in some
areas
• Analyse, diagnose, design and execute judgement across a broad range of
technical or management functions
• Generate ideas through the analysis of information and concepts at an
abstract level
• Demonstrate accountability for personal outputs within broad parameters
• Demonstrate accountability for personal and group outcomes within broad
parameters

Section 6 Strategy Planning Table of Contents
Section 6 STRATEGY PLANNING

Units of Competency
Table of Contents
ICAP4037B Contribute to the development of a strategy plan ______________________ 1

ICAP5036B Determine appropriate IT strategies and solutions _____________________ 5
ICAP5039B Match IT needs with the strategic direction of the enterprise_____________ 9
ICAP5155B Plan process re-engineering strategies for business ___________________ 13
ICAP6038B Develop strategic and action plans ________________________________ 16
ICAP6040B Develop contracts and manage contracted performance________________ 20
Section 5 Implement – Units of Competency

Table of Contents Section 6 Strategy Planning

Section 6 Strategy Planning ICAP4037B Contribute to the development of a strategy plan
ICAP4037B Contribute to the development of a strategy plan
Field Strategy Planning
Unit descriptor This unit defines the competency required to participate in the planning process
and to contribute to the development of a strategic plan.
units • ICAA4041B Determine and confirm client business expectations and
needs
• ICAW4026B Coordinate and maintain work teams

essential outcomes of a achievement of the element. Where italicised text is used, further information is
unit of competency detailed in the required skills and knowledge and/or the Range Statement.
1. Plan for strategy 1.1 Form a planning committee and clarify the roles of people involved in the
process
1.2 Identify issues that the planning process should address
1.3 Identify the information that must be collected
2. Investigate the 2.1 Investigate the mission and vision statements of the organisation
current 2.2 Investigate the current internal and external environment of the
environment organisation
3. Participate in 3.1 Identify the most important issues facing the organisation, using the
feedback session information gathered
3.2 Undertake a review session with appropriate person(s) to confirm issues
identified
3.3 Identify objectives and strategies for the organisation
4. Finalise and 4.1 Create a written plan to document the mission, vision, issues, objectives
validate plan and strategies of the organisation
4.2 Submit the written plan to appropriate person(s) for approval
4.3 Review feedback and make alterations where appropriate

ICAP4037B Contribute to the development of a strategy plan Section 6 Strategy Planning
RANGE STATEMENT
performance to be achieved by an individual in the workplace. The Range Statement relates to the unit of
competency as a whole. It allows for different work environments and situations that may affect
VARIABLE SCOPE
Information May include but is not limited to system functionality, geography, environment,
client user and cost constraints, competitors
Appropriate person May include a supervisor, teacher, authorised business representative or client
Objectives May be contained in the following:
• Business strategy
• Business planning document
• Client expectations brief
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to identify issues, goals and outcomes that
evidence meet the requirements of the stakeholders.
skills • Current business practices in relation to preparing reports, particularly for
contributing to the development of a strategic plan that identifies the final
expected results and details how these results will be achieved
• Understanding of components of the business planning process relevant to
the development of strategic plans
• Basic knowledge of quality assurance practices
• Basic knowledge of information gathering techniques
Skills include:
• Problem solving skills for a defined range of predictable problems found
when contributing to the development of a strategic plan
defined range of predictable problems, such as during the analysis process
particular business domain
• Project planning skills in relation to set benchmarks and identified scope,
such as contributing to the identification of business strategy, vision, goals
and objectives and confirming that the proposed project will come in on
time and within budget

Section 6 Strategy Planning ICAP4037B Contribute to the development of a strategy plan
• Teamwork skills involve contribution to solutions and goals of a

non-routine or contingency nature
and evaluation of information in a defined range of areas and preparation of
presentation materials in plain English
in ICA05 Section 1.
Competency in this unit should to be assessed using summative assessment to
Resources To demonstrate competency in this unit the learner will require access to:
• Detailed information relating to business current needs and project
requirements
• A client expectations brief
• Business objectives
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.

ICAP4037B Contribute to the development of a strategy plan Section 6 Strategy Planning

• Take responsibility for own outputs in relation to specified quality standards
others
A clear demonstration of participation in development of strategic initiatives, as
operations (organising others is less important to this unit of competency) is
essential for development of a strategy plan.

Section 6 Strategy Planning ICAP5036B Determine appropriate IT strategies and solutions
ICAP5036B Determine appropriate IT strategies and solutions
Unit descriptor This unit defines the competency required during the initial planning phase to
assist in determining the best IT solution as well as defining the basic goals of
the solution and providing the basis for a high-level project work plan.
units • ICAP4037B Contribute to the development of a strategy plan
• ICAP5039B Match IT needs with the strategic direction of the enterprise
• ICAA5151B Gather data to identify business requirements

essential outcomes of a achievement of the element. Where italicised text is used, further information
unit of competency is detailed in the required skills and knowledge and/or the Range Statement.
1. Evaluate IT needs 1.1 Conduct an analysis process that determines the organisation’s current
of the organisation needs and projected IT requirements
1.2 Review organisational environment and relevant industry changes and
trends
1.3 Determine IT goals, objectives and future requirements
1.4 Prepare information for appropriate person(s) to determine scope with
top-level management
2. Contribute to the 2.1 Determine project scope according to agreed brief
development of the 2.2 Align the project goals with the IT goals of the organisation
project goals and
objectives 2.3 Determine the impact the system or changes will have on the organisation
2.4 Document project, goals and impact of changes according to
requirements
3. Determine best IT 3.1 Evaluate a range of IT systems solutions according to project goals
systems solution 3.2 Define the high-level hardware, software and communications
environment necessary for the proposed systems solution
3.3 Develop a feasibility study and a cost-benefit analysis of the proposed
solution
3.4 Ensure that the proposed solution aligns with the organisation’s strategic
plan
3.5 Forward feasibility study and cost-benefit analysis document to
appropriate person for approval/sign-off

ICAP5036B Determine appropriate IT strategies and solutions Section 6 Strategy Planning
RANGE STATEMENT
VARIABLE SCOPE
Hardware May include, but is not limited to: workstations, personal computers, modem or
other connectivity device, networks, DSL modems, remote sites, servers
Software May include but is not limited to commercial, in-house, packaged or customised
software
Feasibility Included but not limited to: technical feasibility, operational feasibility, economic
and schedule feasibility
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to meet client requirements by ensuring that
evidence the recommended strategies and solutions are consistent with overall business
objectives.
skills • Broad knowledge of two or more current industry systems development
methodologies
• Current business practices in relation to preparing reports and group
interview processes
• Components of the business planning process relevant to the development
of IT business solutions
• Current industry accepted hardware and software products, with broad
knowledge of general features and capabilities of technology
• The role and degree of stakeholder involvement in the development of the
IT strategy
• Specific client business requirements in relation to proposed IT solutions
• Current business practices in relation to quality assurance practices for
identifying and recommending IT solutions
• Feasibility and cost-benefit analysis and identifying information sources for
a cost-benefit analysis
Skills include:
• Problem solving skills for a defined range of predictable problems, such as
identifying the best IT systems solution and defining the basic goals of the
system
• Negotiation skills in relation to self and other team members and applied to
a defined range of predictable problems, such as negotiating the best IT
systems solution and defining the basic goals of the system

Section 6 Strategy Planning ICAP5036B Determine appropriate IT strategies and solutions

particular business domain and best practice in system development and
identifying business objectives and future requirements and business
continuity impact
• Project planning skills in relation to set benchmarks and identified scope in
relation to contributing to a high-level project work plan
and evaluation of information in a defined range of areas, such as the
contribution of information for development of a strategy report
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.
In the case of this unit, it could be assessed in a holistic manner with::
• ICAP6038B Develop strategic and action plans
• Detailed information relating to business current needs and project
requirements
• A client expectations brief
• Business risks
• Information on a range of IT business solutions
The learner will need access to the outcomes of the business analysis process
(separate to this unit of competency) to demonstrate Competency in this unit.
Role context 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.

ICAP5036B Determine appropriate IT strategies and solutions Section 6 Strategy Planning

requirements
• Transfer and apply theoretical concepts and/or technical or creative skills to
a range of situations
• Take responsibility for own outputs in relation to broad quantity and quality
parameters
An individual performing at this standard will display self-directed application of
knowledge and skills, with substantial depth in database design and development
where judgement is required in planning and selecting appropriate equipment,
services and techniques for self and others.
The learner will demonstrate participation in development of strategic initiatives,
as well as personal responsibility and autonomy in performing complex technical
operations.

Section 6 Strategy Planning ICAP5039B Match IT needs with the strategic direction of the enterprise
ICAP5039B Match IT needs with the strategic direction of the enterprise
Unit descriptor This unit defines the competency required to ensure IT services meet current
and future internal operational enterprise requirements
units • ICAA4041B Determine and confirm client business expectations and
needs
• ICAP5036B Determine appropriate IT strategies and solutions

unit of competency further information is detailed in the required skills and knowledge and/or the
Range Statement. Assessment of performance is to be consistent with the
Evidence Guide.
1. Evaluate current 1.1 Analyse the current strategic plan of the organisation to understand the
business strategy industry environment and current organisational goals
1.2 Compare information related to current operational practices and the
strategic plan to determine possible IT gaps and improvement
opportunities
1.3 Report information regarding the impact of IT developments to
appropriate person(s)
2. Evaluate impact 2.1 Review information on current IT systems supported by the organisation
of changes 2.2 Compare and document advantages and disadvantages of current and
proposed IT systems
2.3 Determine the objectives and implications of introducing changes
2.4 Document findings and forward to appropriate person(s) for feedback
3. Develop action 3.1 Develop action plans for the proposed changes that can be implemented
plans according to organisational policies and procedures
3.2 Ensure that action plans take account of appropriate operational,
financial, legal, human relations, internal and external operating
environments and other relevant considerations
3.3 Document action plans, ensuring that standards, targets and
implementation methods are detailed
3.4 Forward documentation to appropriate person for feedback/approval

ICAP5039B Match IT needs with the strategic direction of the enterprise Section 6 Strategy Planning
RANGE STATEMENT
VARIABLE SCOPE
EVIDENCE GUIDE
Critical aspects of Competency is demonstrated by accessing and analysing relevant information
evidence on changes to technology and resources; analysing strategic plans to determine
future technology needs; monitoring resource utilisation and cost efficiency
and effectiveness of technology.
skills • Broad knowledge of technology and product directions for evaluating and
forecasting vendor and technology trends
• Analysis and planning approaches to technical problems or management
requirements, taking into account the hardware platform used by the
organisation, and network and security guidelines
• Broad knowledge for evaluating current system functionality to forecast
for planning
• Broad knowledge for evaluating internal and external operating
environments
• Broad knowledge for evaluating the operating systems supported by the
organisation to forecast for planning
Skills include:
• Negotiation skills in relation to planning and selecting appropriate
equipment and services for self and others, such as when planning for
client support service delivery within quality, time and cost parameters
• Evaluation and report writing skills involving analysis for evaluating IT
changes, documenting recommendations and developing action plans
• Evaluation skills to determine possible IT client support gaps
• Broad strategic planning skills in relation to current operational practices
and future requirements and the implications of introducing IT changes
• Planning and analysis skills for reviewing objectives and performance
measures
• Time management skills in relation to planning the management of client
support services
• Organising and presenting information in relation to business report
writing requirements

Section 6 Strategy Planning ICAP5039B Match IT needs with the strategic direction of the enterprise
• ICAP5036B Determine appropriate IT strategies and solutions
• Detailed information relating to business strategic plan
• Budget constraints
• A timeframe for the strategic plan
• Business risks
(separate to this unit of competency) to demonstrate competency in this unit.
Role context Information Technology provides critical infrastructure and support for
commercial and business objectives in organisations and together with
communications processes are key success factors in the development of
corporate strategies.

ICAP5039B Match IT needs with the strategic direction of the enterprise Section 6 Strategy Planning

requirements
purposes
quality parameters

Section 6 Strategy Planning ICAP5155B Plan process re-engineering strategies for business
ICAP5155B Plan process re-engineering strategies for business
Unit descriptor This unit defines the competency required to select a process to be
re-engineered, to plan for its re-engineering and to understand the strategic,
organisational and change context in which it is to be re-engineered.
• ICAA5143B Implement process re-engineering strategies for business

Guide.
1. Select the process 1.1 Identify major processes that require re-engineering
to be 1.2 Identify boundaries, stakeholders and strategic importance of each
re-engineered process
1.3 Prioritise each process according to its level of performance
1.4 Select a process to re-engineer and document decision making process
2. Identify the 2.1 Determine the purpose of the selected process, and where it fits into the
strategic context business strategy
2.2 Evaluate the scope of the process, including stakeholder and strategic
impact
2.3 Identify potential risks
2.3 Define the broad objectives of the new process
2.4 Model the new process, taking into account client expectations,
cooperation across boundaries and process flow
2.5 Analyse changes to organisational structures, technical requirements,
training needs, cultural and political impact and communication
channels
2.6 Document new process and impact of changes
3. Design the new 3.1 Develop key performance indicators and implementation responsibilities
process for the new process
3.2 Communicate information to appropriate person
3.3 Prepare a process re-engineering plan to document all stages
3.4 Submit process re-engineering plan to appropriate person for sign-off

ICAP5155B Plan process re-engineering strategies for business Section 6 Strategy Planning
RANGE STATEMENT
VARIABLE SCOPE
Stakeholders May include sponsors, users, development team and project team
Client May include but is not limited to: internal departments, external organisations,
clubs, individual people, and internal employees
Technical This may be in reference to: the business, system, platform, application,
requirements database, network or people in the organisation
Performance May include financial or profitability measurements and selection decisions
based on worst performance or strategic importance of the process
EVIDENCE GUIDE
Critical aspects of Assessment must confirm that learners identify a process to be re-engineered
evidence and plan the re-engineering of that process in a manner that supports the
strategic, organisational and change context of the process to be re-engineered.
skills • Organisational strategy
• Organisational development and structure
• Stakeholder liaison and negotiation
• Industry standards
• E-commerce standards
Skills include:
• Writing plans
• Benchmarking
• Stakeholder communication and negotiation
• Change management
• Training needs analysis

Section 6 Strategy Planning ICAP5155B Plan process re-engineering strategies for business

• An organisational structure and culture
• An organisational strategy
• A stakeholder analysis
• E-business models
• Personnel computer
• Modelling software
requirements
• Identify risks
quality parameters

ICAP6038B Develop strategic and action plans Section 6 Strategy Planning
ICAP6038B Develop strategic and action plans
Unit descriptor This unit defines the competency required to create strategic and action plans
in alignment with organisational goals.
units • ICAP4037B Contribute to the development of a strategy plan


Guide.
1. Develop and 1.1 Develop a mission statement for the organisation that states the purpose,
communicate values and business activities
mission and vision 1.2 Develop a vision statement for the organisation that describes its future
statement operation and success
1.3 Develop the mission and vision statements in active consultation with
team members and management
1.4 Document mission and vision statements
1.5 Communicate mission and vision statement to stakeholders and other
relevant authorities in the organisation
2. Examine 2.1 Assess the current internal situation of the organisation, taking into
organisational account its strengths and weaknesses
environment 2.2 Assess the external environment of the organisation, taking into account
opportunities and threats
2.3 Determine trends and developments impacting on the strategic direction
of organisation
2.4 Determine critical issues facing the organisation
2.5 Document strengths, weaknesses, opportunities, threats and critical
issues facing the organisation in the strategic plan
3. Set objectives and 3.1 Use critical issues to develop objectives and targets for the organisation
targets after active consultation with team members and management
3.2 Develop strategies based on these objectives that accurately reflect the
overall organisational mission and values
3.3 Develop strategies and objectives that are attainable, cost efficient and
realistic, within a designated timeframe that allows for continuous
improvement planning
3.4 Determine constraints associated with the strategies and objectives
developed
3.5 Include strategies, objectives and constraints in strategic plan
documentation

Section 6 Strategy Planning ICAP6038B Develop strategic and action plans
4. Develop action 4.1 Develop action plans for the strategies and objectives in consultation
plans with team members and management
4.2 Check that action plans have clear, comprehensive and concise details
4.3 Check that action plans are adhered to
4.4 Include action plans in strategic plan documentation
5. Review and 5.1 Review strategic plan with stakeholders and management
implement strategic 5.2 Incorporate changes and improvements as recommended
plan
5.3 Implement action plans as set out in the strategic plan
5.4 Review and evaluate success of strategic plan after action plans have
been implemented
RANGE STATEMENT
VARIABLE SCOPE
Stakeholders May include sponsors, users, development team and project team
Action plans Take into account appropriate operational, financial, legal, human relations,
risks, internal and external operating environments and other relevant
considerations
control, project management templates and report writing principles
Strategic plan The overall organisational strategic plan may take different forms and may
include components from separate disciplines such as IT or human resources.
The IT strategic plan may form part of organisational strategic plan or may be a
standalone document.
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to develop strategic directions determined
evidence by the strategic alignment of IT directions with organisational goals.
skills • Analysis and planning approaches to technical problems and management
requirements, taking into account organisational values and purpose, such
as setting objectives and targets, developing action plans and monitoring
strategic directions
• Evaluating current system functionality to forecast for planning,
particularly with regard to IT trends and developments
• Evaluating internal and external operating environments to forecast for
planning

ICAP6038B Develop strategic and action plans Section 6 Strategy Planning

requirements, taking into account the hardware platform used by the
organisation
requirements, taking into account network and IT security guidelines of the
organisation
• Evaluating the operating systems supported by the organisation to forecast
for planning
• Broad knowledge of technology and product directions for evaluating and
forecasting vendor and technology trends
Skills include:
collecting information and gaining consensus when developing mission
statements, strategies, objectives and targets
• Skills relating to analysis, planning and implementation of plans, such as
developing and implementing action plans
• Evaluation skills to forecast for planning purposes, particularly for
evaluating internal and external operating environments in relation to
current and future IT requirements
in ICA05 Section 1.
• ICAP6036B Assist in ensuring that IT strategy meets business solution
requirements
• Business risks
(separate to this unit of competency) to demonstrate competency in this unit.

Section 6 Strategy Planning ICAP6038B Develop strategic and action plans
Role context Strategic plans of an organisation provide the vision and context for working
with customers, clients and stakeholders.
areas
abstract level
parameters

ICAP6040B Develop contracts and manage contracted performance Section 6 Strategy Planning
ICAP6040B Develop contracts and manage contracted performance
Unit descriptor This unit defines the competency required to negotiate and document
contractual arrangements between clients, vendors and service providers and
to monitor and manage performance against agreed contractual obligations.

Guide.
1. Establish contract 1.1 Determine boundaries of the contract
1.2 Document contract details and provide a copy to the client and vendor
for review
1.3 Obtain client and vendor feedback to clarify problems and
misunderstandings
1.4 Facilitate negotiations to resolve problems and misunderstandings
1.5 Seek agreement from stakeholders
2. Monitor contract 2.1 Monitor performance against contractual obligations to ensure desired
level of quality is maintained
2.2 Ascertain client satisfaction with contractual performance
2.3 Identify and take action to address unsatisfactory performance
2.4 Provide recommendations for contractual variations, if required
2.5 Forward recommendations to the appropriate person for approval
RANGE STATEMENT
VARIABLE SCOPE
Boundaries of the May include organisational policy, budget and time constraints and resources
contract
Client May include but is not limited to: internal departments, external organisations,
Stakeholders Man include sponsors, users, development team and project team
Appropriate May include a supervisor, teacher, authorised business representative or client
person

Section 6 Strategy Planning ICAP6040B Develop contracts and manage contracted performance
EVIDENCE GUIDE
Critical aspects of Competency is demonstrated by negotiating and formulating extensive client
evidence support contracts by:
• Accessing and analysing relevant information on resources and budgets
• Analysing current and future client support requirements
• Monitoring resource utilisation, cost efficiency and effectiveness against
contractual obligations
• Reviewing objectives and performance measures
Action to promote client satisfaction is in line with organisational policy and
values.
Organisational policy and procedures relating to contracting arrangements for IT
are employed, monitored and evaluated.
Client requirements for support service delivery are satisfied within quality,
time and cost parameters.
skills • Broad knowledge of methods for evaluating and forecasting vendor and
technology trends
requirements, taking into account organisational values and purpose in the
context of formulating client support contracts
• Contracting requirements in relation to IT; IT purchasing of equipment and
services, such as negotiating extensive client support contracts
• Industry standards in relation to service and product agreements
Skills include:
• Negotiation skills in relation to contracting equipment and services, such as
negotiating extensive client support contracts
• Evaluation and report writing skills involving analysis, such as identifying,
service expectations and boundaries of service provision
collecting information and gaining consensus on concepts and gaining the
trust and confidence of colleagues, clients and suppliers
• Broad strategic planning skills for planning resource use to achieve
contract obligations
• Planning and analysis skills for reviewing objectives and performance
measures against contract outcomes
• Basic financial skills in relation to monitoring the finances related to
contracts
• Time management skills in relation to planning the management of
services and monitoring satisfactory service
• Organising and presenting information in relation to business report
writing requirements, such as preparing information on client support
performance outcomes and agreed quality standards

ICAP6040B Develop contracts and manage contracted performance Section 6 Strategy Planning
in ICA05 Section 1.
• ICAI5088B Evaluate and negotiate vendor offerings
• Access to the outcomes of a business analysis process (separate to this unit
of competency)
Role context The purpose of most contracts is to specify the nature of agreement between two
parties about the supply and receipt of goods or services.
It is essential that the contract take into consideration those variables that may
impact upon agreed deliverables. These variables may include timing of the
work or production of the item(s), the quality of production, the cost, the
warranty and after-sales service.
Additionally, there is an obligation to ensure that conditions of the contract are
actually fulfilled. This requires constant monitoring of whether the contract is
still suitable and whether subsequent events have rendered the contract
untenable to either party. This unit focuses on the process of constant review as
a way of achieving this goal.

Section 6 Strategy Planning ICAP6040B Develop contracts and manage contracted performance

areas
abstract level
parameters

Section 7 Support Table of Contents
Section 7 SUPPORT
Units of Competency
Table of Contents
ICAS1193B Connect a workstation to the internet _______________________________ 1

ICAS2008B Maintain inventories for equipment, software and documentation_________ 4
ICAS2009B Interact with clients_____________________________________________ 7
ICAS2010B Apply problem solving techniques to routine malfunctions _____________ 10
ICAS2014B Connect hardware peripherals____________________________________ 13
ICAS2016B Record client support requirements _______________________________ 18
ICAS2017B Maintain system integrity _______________________________________ 21
ICAS2243B Detect and protect from spam and destructive software ________________ 25
ICAS3024B Provide basic system administration_______________________________ 29
ICAS3031B Provide advice to clients ________________________________________ 33
ICAS3032B Provide network systems administration ___________________________ 36
ICAS3034B Determine and action network problems ___________________________ 40
ICAS3115B Maintain equipment and software in working order___________________ 43
ICAS3120B Configure and administer a network operating system_________________ 47
ICAS3121B Administer network peripherals __________________________________ 52
ICAS3234B Care for computer hardware _____________________________________ 56
ICAS4022B Determine and action client computing problems ____________________ 60
ICAS4023B Provide one-to-one instruction ___________________________________ 64
ICAS4106B Action and complete change requests______________________________ 68
ICAS4107B Manage resolution of system faults on a live system __________________ 72
ICAS4108B Complete database back-up and recovery___________________________ 76
ICAS4109B Evaluate system status _________________________________________ 80
ICAS4112B Optimise system performance____________________________________ 85
ICAS4113B Identify and resolve common database performance problems __________ 90

Table of Contents Section 7 Support
ICAS4114B Implement maintenance procedures _______________________________ 94

ICAS4116B Undertake capacity planning _____________________________________ 98
ICAS4119B Monitor and administer system security ___________________________ 103
ICAS4124B Monitor and administer network security __________________________ 107
ICAS4125B Monitor and administer a database _______________________________ 112
ICAS4127B Support system software _______________________________________ 116
ICAS4134B Provide first-level remote help desk support ________________________ 120
ICAS4191B Maintain website performance___________________________________ 125
ICAS4200B Monitor traffic and compile website traffic reports___________________ 130
ICAS4201B Transfer content to a website using commercial packages _____________ 134
ICAS5102B Establish and maintain client user liaison __________________________ 138
ICAS5103B Establish and maintain client user liaison during support activity _______ 142
ICAS5104B Determine maintenance strategy _________________________________ 145
ICAS5105B Coordinate change requests _____________________________________ 150
ICAS5111B Review and manage delivery of maintenance services ________________ 154
ICAS5118B Manage system security________________________________________ 158
ICAS5122B Identify and resolve network problems ____________________________ 162
ICAS5123B Manage network security_______________________________________ 166
ICAS5192B Configure an internet gateway___________________________________ 170
ICAS5199B Manage business websites and servers ____________________________ 174
ICAS5202B Ensure privacy for users _______________________________________ 179
ICAS5203B Evaluate and select a web hosting service __________________________ 182

Section 7 Support Table of Contents

© Commonwealth of Australia, 2007 iii
Table of Contents Section 7 Support

iv © Commonwealth of Australia, 2007
Section 7 Support ICAS1193B Connect a workstation to the internet
ICAS1193B Connect a workstation to the internet
Field Support
Unit descriptor This unit defines the competency required to connect a workstation or
networked computer to the internet.
• ICAU1128B Operate a personal computer
• ICAT1206B Check site security
• ICAU1133B Send and retrieve information using web browsers and
email
• ICAU1204B Locate and use relevant on-line information
• ICAU1213B Conduct on-line transactions

1. Determine 1.1 Determine the purpose and intended use for the internet connection
requirements of 1.2 Determine and decide on the type of internet connection needed to fulfil
internet business requirements
connection
2. Create account 2.1 Compare and analyse different internet service provider features
with internet 2.2 Choose the most appropriate internet service provider based on business
service provider requirements and create an account
(ISP)
2.3 Configure the internet connection on the computer using the relevant
software
3. Make and test 3.1 Select the modem or other connection device based on business
ISP connection requirements
3.2 Install and test the modem or connection device in accordance with
vendor instructions and operating system
4. Load browser 4.1 Select and install internet browser software with consideration to the
software operating environment
4.2 Configure internet browser software as required by operating system and
personal preference
5. Connect 5.1 Connect workstation to the internet through the existing internet
workstation to the connection and confirm functionality
internet 5.2 Launch internet browser software to enable access to the internet and
confirm functionality

ICAS1193B Connect a workstation to the internet Section 7 Support
RANGE STATEMENT
VARIABLE SCOPE
Internet connection May include dial-up, cable, ISDN, broadband or satellite
Business May include speed of access, money available, technical support required and
requirements other specific internet needs
Features May be in relation to cost, connectivity, services, connection type and support
Workstation May include personal computers, networked computers, laptops
software
Connection device May include but is not limited to ADSL modem, cable modem or ISDN
Vendor May include user manual, written instructions from meetings, verbal request or
instructions help desk
Apple OS X or above
Internet browser May include but is not limited to Netscape Navigator, Internet Explorer, Mozilla,
software Opera, Galleon, Phoenix, Konqueror and Lynx
Internet An interconnected system of networks that connects computers around the world
via TCP/IP or FTP protocols
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to connect a workstation to the internet.
evidence
skills • The range of internet service providers (ISPs) and the varying plans,
technologies and services they offer
• The range of different internet connections available, including strengths
and weaknesses of these options
• Current browser software
• The operation of the world wide web, web pages and directories
• FTP connections
Skills include:
• Operating a personal computer
• Keyboarding skills
• Mouse operation

Section 7 Support ICAS1193B Connect a workstation to the internet
in ICA05 Section 1.
• ICAT1206B Check site security
• ICAU1133B Send and retrieve information using web browsers and email
• Personal computer
• Internet connection
• Modem or other connectivity device
would prepare a person to perform a defined range of activities many of which
may be routine and predictable.
Applications may include a variety of employment related skills including
preparatory access and participation skills, broad-based induction skills and/or
specific workplace skills. They may also include participation in a team or work
group.
• Demonstrate knowledge by recall in a narrow range of areas
• Demonstrate basic practical skills, such as the use of relevant tools
• Perform a sequence of routine tasks given clear direction
• Receive and pass on messages and information

ICAS2008B Maintain inventories for equipment, software and documentation Section 7 Support
ICAS2008B Maintain inventories for equipment, software and

documentation
Field Support
Unit descriptor This unit defines the competency required to record and store details of
software, hardware and technical documentation.

1. Document and 1.1 Maintain a hardware inventory that creates a profile or description of
update inventory each piece of equipment
1.2 Maintain a software inventory and update licences as required,
particularly when upgrading software
1.3 Record and organise the storage of user documentation or technical
manuals
2. Store technical 2.1 Take action to ensure hardware, software and equipment that is not in use
documentation is stored in a manner as recommended by technical manuals
2.2 Ensure technical documentation is stored securely
2.3 Access and disseminate technical documentation as required by clients
RANGE STATEMENT
VARIABLE SCOPE
Hardware May include but is not limited to a list of personal computers, networked
inventory systems, personal organisers, communications equipment. Peripherals may
include printers, scanners, tape cartridges, speakers, multimedia kits; keyboard
equipment, including mouse, touch pad, keyboard and pens
Equipment May include but is not limited to workstations, personal computers, modems or
other connectivity devices, printers, hard drives, monitors, switches, hubs,
personal digital assistants and other peripheral devices
software

Section 7 Support ICAS2008B Maintain inventories for equipment, software and documentation
Software May include but is not limited to a list of commercial software applications;
inventory organisation-specific or customised software; word processing, spreadsheet,
database, graphic, mail, internet browsers; and presentation functionalities
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to accurately and regularly update and
evidence maintain the software, equipment and technical documentation inventory
according to identified storage and retrieval policy and procedures. Software
licensing requirements are adhered to according to vendor specifications.
Inventories are regularly accessed and kept up-to-date. Literacy skills in regard
to workplace documentation and technical manuals are demonstrated.
skills • Basic understanding of software licensing requirements
• Broad knowledge of inventory principles and procedures
• Storage of equipment and software
Skills include:
• Basic reading, writing and interpretation skills for workplace
documentation
• Plain English literacy and communication skills in relation to presentation
of information
• Low-level decision making skills
in ICA05 Section 1.
• Software for managing inventory

ICAS2008B Maintain inventories for equipment, software and documentation Section 7 Support
would prepare a person to perform in a range of varied activities or knowledge
applications where there is a clearly defined range of contexts in which the
choice of actions required is usually clear. There would generally be limited
complexity in the range of operations to be applied.
characteristic.
individual responsibility or autonomy and/or collaboration with others as part of
a group or team.
• Perform a range of tasks where choice between a limited range of options is
required

Section 7 Support ICAS2009B Interact with clients
ICAS2009B Interact with clients
Field Support
Unit descriptor This unit defines the competency required to provide routine client support in a
professional manner
• ICAW2002B Communicate in the workplace
• ICAW2011B Work individually or in a team to achieve organisational
goals
• ICAD2003B Receive and process oral and written communication
goals

1. Deliver support 1.1 Provide support for clients in a courteous and professional manner
to clients according to organisational policy, taking into consideration cultural
differences
1.2 Use active listening and questioning to establish and confirm nature of
client concerns
1.3 Maintain client contact and provide progress information until the
problem is resolved
2. Respond to client 2.1 Demonstrate a positive and helpful attitude to client when handling their
complaints concern and use sensitivity and discretion when handling issues
2.2 Escalate and refer client concern to support person if required, explaining
the nature of issues involved
2.3 Resolve client complaint using recommendations from the support person
2.4 Document and record client concerns and solutions in line with

ICAS2009B Interact with clients Section 7 Support
RANGE STATEMENT
VARIABLE SCOPE
Cultural May include but is not limited to the way people interact with each other, content
differences of emails and business documents, design of templates, and policies relating to
safety standards, customer service, quality, and security
Support person May include a supervisor, teacher, vendor business representative, help desk
person or subject matter expert
individual people and employees
opening mail with attachments, virus risk (MS windows OS and Mac OS only),
dispute resolution, document procedures and templates, communication methods
and financial control mechanisms
EVIDENCE GUIDE
Critical aspects of Assessment must confirm ability to provide routine client support in a
evidence professional manner, with exceptions being referred to appropriate area as they
occur according to escalation procedures.
skills • Principles of equal employment opportunity and anti-discrimination
• General understanding of systems, organisational environment
some areas
• General knowledge of the client business domain and business-critical
functions
• Principles of ethical work practice
• Organisational policies for external and internal client contact
Skills include:
• Customer service skills
• Handling difficult clients
• Handling clients from diverse cultural and other backgrounds
• Conflict resolution skills
• Verbal and non-verbal communication appropriate to the work environment
• Decision making skills applied to a limited range of options

Section 7 Support ICAS2009B Interact with clients
in ICA05 Section 1.
goals
characteristic.
a group or team.
required

ICAS2010B Apply problem solving techniques to routine malfunctions Section 7 Support
ICAS2010B Apply problem solving techniques to routine malfunctions
Field Support
Unit descriptor This unit defines the competency required to apply problem solving techniques
to determine the origin and plan for the resolution of a routine malfunction.

1. Identify problems 1.1 Identify hardware, software, user or procedural problem areas to
appropriate person in the organisation
1.2 Define and determine problem to be investigated
1.3 Objectively identify and document current conditions of the hardware,
software, user or problem
2. Recommend 2.1 Identify potential solutions to problem
solutions to 2.2 Develop, document, rank and present recommendations about possible
problem solutions to the appropriate person for decision
2.3 Plan the implementation of solutions
2.4 Plan the evaluation of solutions
2.5 Document the recommended solution and submit to the appropriate
person for confirmation
RANGE STATEMENT
VARIABLE SCOPE
• Modems or other connectivity devices
• Networks
• Remote sites
• Servers
software

Section 7 Support ICAS2010B Apply problem solving techniques to routine malfunctions
or a third party
Solutions May include but is not limited to new hardware, hardware upgrades, new
software, software upgrades, user training or implementing a new system
Problem May include routine malfunctions or problems that affect the immediate work
environment, particularly in relation to using equipment such as workstations,
keyboards, peripherals
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to apply problem solving techniques to
evidence determine the root cause of a routine malfunction or to refer the problem
according to escalation procedures.
skills • Broad knowledge of help desk and maintenance practices
some areas
• Broad knowledge of the operating system
• Broad knowledge of current industry practices
• Broad knowledge of diagnostic tools
Skills include:
• Decision making within a limited range of options
• Clear and precise communication that varies according to audience
• Team participation
• Time management as applied to self-management
• Analytical skills in relation to routine malfunctions
• Questioning and active listening to clarify general information
in ICA05 Section 1.

ICAS2010B Apply problem solving techniques to routine malfunctions Section 7 Support

• Detailed information relating to organisational processes
• Work station
characteristic.
a group or team.
required

Section 7 Support ICAS2014B Connect hardware peripherals
ICAS2014B Connect hardware peripherals
Field Support
Unit descriptor This unit defines the competency required to connect hardware peripherals
according to instructions.
There may be benefit in concurrent learning of the following unit:
• ICAS2008B Maintain inventories for equipment, software and
documentation
• ICAU2007B Maintain equipment and consumables

1. Confirm 1.1 Identify client peripheral requirements and confirm in accordance with
requirements of organisational standards
client 1.2 Document client requirements and peripherals needed in line with
organisational standards and report findings to the appropriate person
1.3 Verify client requirements with appropriate person in line with
organisational standards and reporting procedures
1.4 Take action to ensure client support expectations are covered by vendor
warranty and support services
2. Obtain required 2.1 Obtain peripherals under instruction from appropriate person
peripherals 2.2 Enter peripherals into equipment inventory according to organisational
standards
2.3 Validate that contents of delivered components and physical contents
match the packing list and resolve discrepancies if necessary
2.4 Store peripherals according to vendor/manual guidelines

ICAS2014B Connect hardware peripherals Section 7 Support
3. Connect 3.1 Verify the timeframe for installation schedule with the client
hardware 3.2 Remove old peripherals if they are being replaced with minimal
peripherals disruption to clients, taking into account environmental considerations
and OH&S standards
3.3 Connect new peripherals with minimum disruption to clients, taking into
account operating system procedures
3.4 Configure the computer to accept the new peripherals
3.5 Test hardware peripherals and confirm client satisfaction, pay particular
attention to possible impact on other systems and make adjustments as
required
RANGE STATEMENT
VARIABLE SCOPE
Peripherals May include but are not limited to:
• Personal computer, modems
• Mobile phones, palmtops and personal digital assistants (PDAs), laptops,
standards content of emails, downloading information and accessing particular websites,
opening mail with attachments, virus risk (MS windows OS and Mac OS only),
dispute resolution, document procedures and templates, communication methods
and financial control mechanisms
person
Operating system May include Win 98/ME/2000/XP, Sun Solaris/SunOS, HP-UX, AIX, Silicon
Graphics IRIX, DEC VMS, Mac OS X, Linux, NetWare
other connectivity devices, printers, hard drives, monitors, switches, hubs,
personal digital assistant (PDA) and other peripheral devices
OH&S standards May include correct posture, lighting, type of desk, type of monitor, style of
chair, typing position, repetitive strain injury prevention, ventilation, light
position, correct lifting method, and length of time in front of computer
Environmental May include disposal of packaging (e.g. cardboard, polystyrene, paper, plastic)
considerations and redundant hardware (e.g. hard drives, circuit boards)

EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to safely connect hardware peripherals
evidence according to vendor instructions with a minimum of down time to the system.
Competency is required in the connection of five different peripherals. Ability to
interpret vendor manuals in relation to the storage and connection of hardware
peripherals is demonstrated. OH&S regulations relating to working with
electrical equipment are adhered to.
skills • Broad general knowledge of OH&S procedures for electrical equipment
• Detailed knowledge of inventory procedures
• Organisational guidelines relating to external suppliers and vendors
• General understanding of technical systems
• Broad knowledge of operating systems
• Broad knowledge of help desk and maintenance practices
some areas
• Broad knowledge of input/output devices
Skills include:
• Customer service skills in relation to maintenance procedures
• Handling difficult clients skills in relation to maintenance procedures
• Conflict resolution skills in relation to maintenance procedures
• Literacy for general workplace documentation
information
defined range of predictable problems

ICAS2014B Connect hardware peripherals Section 7 Support
in ICA05 Section 1.
documentation
• ICAU2007B Maintain equipment and consumables
• Organisation’s hardware blueprint
• Vendor support staff (on call if assessment is a live activity)
• Additional staff if required to support the assessment
• Hardware peripherals and workstation

characteristic.
a group or team.
required

ICAS2016B Record client support requirements Section 7 Support
ICAS2016B Record client support requirements
Field Support
Unit descriptor This unit defines the competency required to record, prioritise and escalate
client support requests.
• ICAS2009B Interact with clients

1. Log requests for 1.1 Record client support requests and requirements according to
support organisational standards
1.2 Review client support history and details
1.3 Check the information and request for accuracy and urgency according to
organisational standards
2. Prioritise support 2.1 Identify the relevant guidelines for prioritising or rating client requests
requests with 2.2 Prioritise the client request based on its criticality or impact on the
appropriate business
personnel
2.3 Refer the requests to an appropriate person or department for assistance
2.4 Communicate with appropriate persons involved with client support
RANGE STATEMENT
VARIABLE SCOPE
Organisational Variables may include but are not limited to:
standards • Security procedures
• Logged call procedures
• Client liaison policy
• Escalation procedures
• Preventative maintenance and diagnostic policy
• Roles and technical responsibilities in the IT department
• Vendor and product service-level support agreements

Section 7 Support ICAS2016B Record client support requirements
Appropriate May include a supervisor, teacher, vendor business representative, help desk
person person or subject matter expert
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to accurately log calls and record, prioritise
evidence and escalate client support requests according to organisational policy and
procedures.
skills • Organisational procedures for rating and prioritising client requests
• Broad knowledge of escalation procedures
• Roles and responsibilities of IT division
• Broad knowledge of maintenance procedures
• Current business practices in relation to preparing reports
Skills include:
• Literacy skills for general workplace documentation
• Limited decision making
• Questioning and active listening in clarifying client requirements
• Basic analytical skills for questioning and gathering information
• Customer service skills in relation to receiving requests for support
• Skills in handling difficult clients in relation to receiving requests for
support
• Conflict resolution skills in relation to receiving requests for support

ICAS2016B Record client support requirements Section 7 Support
in ICA05 Section 1.
• ICAS2009B Interact with clients
• Logging procedures
• Critical process
characteristic.
a group or team.
required

Section 7 Support ICAS2017B Maintain system integrity
ICAS2017B Maintain system integrity
Field Support
Unit descriptor This unit defines the competency required to protect and secure standalone or
client server environments.
documentation
• ICAU1131B Operate a database application

1. Carry out system 1.1 Create and/or review organisational back-up schedule
back-up 1.2 Determine storage media and hardware for back-ups
1.3 File back-ups are carried out according to the schedule
1.4 Label and store back-ups according to organisational standards
1.5 Maintain records of back-ups
2. Restore system 2.1 Determine and test restoration procedures according to organisational
back-up standards
2.2 Restore data under instruction from an appropriate person
2.3 Restore data according to organisational standards
2.4 Document and report on back-up results
3. Carry out virus 3.1 Maintain virus protection software and updates depending on the
scanning operating system in use
3.2 Scan for and report detected viruses to appropriate person and remove
the viruses
4. Follow copyright 4.1 Identify licensed software used by the organisation
procedures and 4.2 Maintain records of licence number and location
record software
licences where 4.3 Monitor the operation and use of licensed software where applicable
appropriate 4.4 Check personal computers and networks to ensure software compliance
4.5 Report licensing anomalies related to software to an appropriate person

ICAS2017B Maintain system integrity Section 7 Support
RANGE STATEMENT
VARIABLE SCOPE
• personal computers
• networked systems
• tools to perform back-ups such as tapes
• streamers
• floppy disks
Back-up schedule May occur on evenings, weekdays, weekends, monthly and yearly or a
combination
Licensed software May include single user licences, corporate licences, educational licences,
user-restrictive licences, and shareware licences
Apple OS 8 or above
Storage media May include but is not limited to diskettes (floppy disks), CDs, CD-RW
(compact disks-read write), DVD RW, zip disks, solid state hard drives
person
software
standards • security procedures
• back-up procedures
• restore procedures
• virus scanning and removal procedures
• software licence documentation
• reporting of non-compliance software
• GPL/copyleft licences
Virus protection May include but is not limited to McAfee, Panda AntiVirus, Protector Plus
Antivirus, Symantec Norton Antivirus, Command Antivirus, Vet. AMIvirus
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to protect and secure standalone or
evidence networked client server environments and operating systems according to system
maintenance procedures. Undertaking file back-up, restore, delete and archive
are carried out according to back-up and restore procedures.

Section 7 Support ICAS2017B Maintain system integrity

skills • Software copyright and General Public Licence (GPL)/copyright
responsibilities
• Broad knowledge of system performance
• Broad knowledge of inventory procedures
• Restore procedures
• Broad knowledge of storage and retrieval guidelines
some areas
• Broad knowledge of current viruses and protection methods
Skills include:
• Communication skills in relation to presentation of information
• Basic diagnostic skills in relation to system integrity
• Questioning and active listening for clarifying instructions
• Basic analytical skills in relation to system integrity
• Problem solving in regard to known problems in routine procedures
• Research skills for identifying broad features of current viruses and best
practice in virus protection
in ICA05 Section 1.
documentation

ICAS2017B Maintain system integrity Section 7 Support
• Back-up guidelines
• Anti-virus software
• Workstation
characteristic.
a group or team.
required

Section 7 Support ICAS2243B Detect and protect from spam and destructive software
ICAS2243B Detect and protect from spam and destructive software
Field Support
Unit descriptor This unit defines the competency required to reduce the risk of a computer’s
operation being affected by spam or destructive software.
• ICAU2231B Use a computer operating system

Guide.
1. Detect and remove 1.1 Define and identify common types of destructive software
destructive 1.2 Select and install virus protection compatible with the operating system
software in use
1.3 Describe other advanced systems of protection, in order to understand
further options
1.4 Install software updates on a regular basis
1.5 Configure software security settings to prevent destructive software
from infecting computer
1.6 Run and/or schedule to run virus protection software on a regular basis
1.7 Report detected destructive software to appropriate person and remove
the destructive software
2. Identify and take 2.1 Define and identify common types of spam
action to stop 2.2 Take appropriate action in regard to spam
spam.
2.3 Configure and use a spam filter
2.4 Report spam to appropriate organisation
RANGE STATEMENT
VARIABLE SCOPE
Appropriate May include, but is not limited to:
action • Delete the spam
• Block the sender by configuring spam filter.

ICAS2243B Detect and protect from spam and destructive software Section 7 Support
• Unsubscribe from mailing list, if company is reputable.

Appropriate May include, but is not limited to:
organisation • Company that originated the spam message.
• Australian Communications Authority (www.aca.gov.au)
• Australian Broadcasting Authority (www.aba.gov.au/internet)
• Scamwatch (www.scamwatch.gov.au)
Appropriate person May include a supervisor, teacher, authorised business representative, or client.
Operating System May include, but is not limited to: Linux 7.0 or above, Windows 2000 or above,
Virus protection There are various antivirus software applications available. Some include:
McAfee, Panda AntiVirus, Protector Plus Antivirus, Symantec's Norton
Antivirus, Command Antivirus, Vet. AMIvirus
Destructive May include, but is not limited to:
Software • Viruses
• File viruses
• System sector viruses
• Macro viruses
• Worms
• Trojans
• Logic bombs
• Spyware
Software Updates May include, but is not limited to:
• Service packs and service releases
• Security patches
• Automatic online updates
• Virus scanning engine updates
• Virus definition updates
Spam May include unsolicited commercial electronic messaging, where electronic
messaging covers emails, instant messaging, SMS and other mobile phone
messaging, but does not cover normal voice-to-voice communication by
telephone.
A formal definition is included in the Spam Act 2003.
Spam filter May include, but is not limited to:
• Email client filters or rules
• Email server filters
• Third party filter programs such as:
• MailWasher Pro
• Spamassassin
• Norton Internet Security
Security settings May include, but is not limited to:
• Internet browser security settings
• Virus protection security settings
• Firewall security settings

Section 7 Support ICAS2243B Detect and protect from spam and destructive software
• Operating system security settings

Advanced systems May include, but is not limited to:
• Hardware firewall
• Software firewall
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to identify, isolate and protect a system
evidence from destructive software by installing virus protection and software updates and
to identify and take counter-action against SPAM.
skills • Basic knowledge of identification of spam and virus intrusions and
appropriate remedial action
• Broad general knowledge of operating systems supported by the
organisation
• Broad general knowledge of computer hardware
• Basic knowledge types protective applications used against viruses and
spam
• Spam Act 2003 and associated guidelines
Skills include:
• Problem solving of known problems in routine procedures
• Plain English literacy and communication skills in relation to the
presentation of information
• Basic skills in computer operation and software application operation
• Ability to install and/or activate system filtering and security settings
in ICA05 Section 1.
Assessment of this unit of Competency will usually include observation of real
or simulated work processes and procedures, quality projects, questioning on
underpinning knowledge and skills. This competency can be assessed in the
workplace or in a simulated environment. Simulated activities must closely
reflect the workplace to fully demonstrate Competency.
Competency in this unit needs to be assessed using summative assessment to
ensure consistency of performance in a range of contexts.
The interdependence of units of competency for assessment will vary with a
particular project or scenario. In the case of this unit, it could be assessed in a
holistic manner with:
• ICAU2231B Use a computer operating system

ICAS2243B Detect and protect from spam and destructive software Section 7 Support
Resources To demonstrate this unit of Competency the learner will require access to:
• the organisation’s applications needs
• appropriate software
• computer hardware
Role context The spread of junk email or spam over the internet has the potential to threaten
the viability and efficiency of electronic messaging. Together with the
circulation of destructive software in the form of viruses and the like, spam
damages consumer confidence, obstructs legitimate business activities and
imposes costs on users.
This competency is one of a suite of foundation skills necessary for all users of
email and internet services.
characteristic.
a group or team.
• demonstrate basic operational knowledge in a moderate range of areas
• apply a defined range of skills
• apply known solutions to a limited range of predictable problems
• perform a range of tasks where choice between a limited range of options is
required
• assess and record information from varied sources
• take limited responsibility for own outputs in work and learning

Section 7 Support ICAS3024B Provide basic system administration
ICAS3024B Provide basic system administration
Field Support
Unit descriptor This unit defines the competency required to implement components of
systems back-up, restore, security and licensing in a standalone or client server
environment.
• ICAI3020B Install and optimise operating system software

1. Record security 1.1 Obtain client access requirements and clearance levels according to
access organisational requirements
1.2 Issue computer or network user account and password details to client
1.3 Provide security documentation and access to client
1.4 Record user account and security access details to maintain system
integrity and assist later auditing
2. Record software 2.1 Determine what licensed software is used within the organisation
licences 2.2 Maintain records of licence number and location
2.3 Check personal computers and network for illegal software
2.4 Report illegal software to appropriate person
3. Carry out system 3.1 Create or review organisational back-up schedule
back-up 3.2 Complete file back-ups according to the schedule
3.3 Label and store back-ups according to organisational requirements
3.4 Maintain records of back-ups
4. Restore system 4.1 Determine and test restore procedures according to organisational
back-up guidelines
4.2 Complete a restore under supervision of an appropriate person
4.3 Record completed restore according to organisational guidelines
5. Apply security 5.1 Document security access as per clearance guidelines set by management
access controls 5.2 Maintain a security access register in line with organisational guidelines
to record which client or groups have access to which resources
5.3 Identify the security controls on the file system provided by the operating
system
5.4 Apply effective access control on files and directories

ICAS3024B Provide basic system administration Section 7 Support
RANGE STATEMENT
VARIABLE SCOPE
requirements • Availability of system to be optimised
• Complexity of technical manuals
• In-house or vendor ICT purchasing arrangements
• Client support documentation
• ICT policy and procedures relating to service levels and installation
• Security procedures
• System administration and back-up procedures
• Type of product licences
• Storage of ICT documentation; register of licences
mechanisms
Records May include databases, spreadsheets or other recording mechanisms using
operating system or vendor tools to create, modify and document user accounts
and access to computer/network resources
organisation-specific software
person
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to perform systems back-up, restore and
evidence maintain correct usage according to licensing agreements in a standalone or
client server environment.

Section 7 Support ICAS3024B Provide basic system administration

skills • General knowledge of software copyright responsibilities
• Detailed knowledge of organisational security procedures
• Broad knowledge of operating systems used by the organisation
some areas
• Detailed knowledge of back-up procedures
• General knowledge of system performance
Skills include:
• Plain English literacy and communication skills in relation to presentation
of information
• Basic diagnostic skills in relation to system administration
• Questioning and active listening for clarifying instructions
• Basic analytical skills
• Problem solving skills
• Inventory recording
in ICA05 Section 1.
• Security guidelines
• Back-up procedures

ICAS3024B Provide basic system administration Section 7 Support
characteristic.
• Perform processes that require a range of well-developed skills where some
discretion and judgement is required

Section 7 Support ICAS3031B Provide advice to clients
ICAS3031B Provide advice to clients
Field Support
Unit descriptor This unit defines the competency required to provide advice and support to
clients including the communication of comprehensive technical information.

1. Analyse client 1.1 Check for new problems logged by client
support issues 1.2 Check previous logs for similar problems or requests from client
1.3 Investigate and document the support issues affecting the client
1.4 Notify client of the results of investigation and provide advice and
support on findings
1.5 Obtain client feedback and make changes
2. Provide advice on 2.1 Confirm software, hardware or network requirements with client
software, 2.2 Investigate and document a solution
hardware or
network 2.3 Document additional requirements discovered in the investigation and
refer them to the client
2.4 Obtain approval from the client to implement the solution
2.5 Investigate and document the amount of technical support the client may
require
2.6 Discuss and agree the level of technical support identified with the client
2.7 Arrange a time with the client when support will take place
2.8 Provide technical support as part of group or one-to-one instruction to the
client
2.9 Provide manuals and help documentation to the client
3. Obtain client 3.1 Create an appropriate evaluation or feedback form or other mechanism to
feedback gather feedback about the solution and support provided
3.2 Provide client with instructions on how to complete the form or use other
means of providing feedback
3.3 Distribute the evaluation or feedback to the client
3.4 Review the feedback from the client to identify areas for improvement
RANGE STATEMENT

ICAS3031B Provide advice to clients Section 7 Support
VARIABLE SCOPE
Advice and May include provision of client documentation, manuals; one-to-one training;
support identification of training need for referral to supervisor; documentation from
vendor; advice on software supported by the organisation, including but not
limited to use of macros, statistical functions of spreadsheets, creation of
templates, generation of a complex report on a database, password and log-on
procedure; advice on hardware supported by the organisation, including but not
limited to printers, laptops, notebooks, CD-ROM, screens, disk drives,
reconfiguration of settings, operation of scanners
Documentation May include a collection of records that describe the structure, purpose,
operation, maintenance and data requirements for a computer program, operating
system or hardware device
Investigation May include on-site examination; questions and answers; active listening to
clients and colleagues; contacting vendor or maintenance organisations;
reviewing technical advice about the organisation
Solution May include but is not limited to new hardware, hardware upgrades, new
software, software upgrades, user training and implementing a new system
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to convey comprehensive technical
evidence information to clients in a clear, concise and coherent manner. Assessment must
confirm the ability to access technical manuals and help documentation and to
convey this information to the client in a concise and jargon-free manner.
Information conveyed enhances client efficiency.
skills • Operating systems supported by the organisation
• Advanced features and functions of software
• Information sources
• Contract and service agreements with vendors
• Operating systems functions and basic features
• Hardware and software supported by the organisation
• Features of different types of hardware
• Security and network guidelines and procedures
• Available in-house and vendor support
Skills include:
• Writing macros and templates
• One-to-one instruction
• Client needs assessment methods
• Interpretation of technical manuals
• Verbal and non-verbal communication skills for conveying and clarifying
complex information
• Customer service skills in a range of contexts at various levels

Section 7 Support ICAS3031B Provide advice to clients
in ICA05 Section 1.
• Peers and supervisors for obtaining information
• Software, hardware and networks
• Helpdesk repository
characteristic.

ICAS3032B Provide network systems administration Section 7 Support
ICAS3032B Provide network systems administration
Field Support
Unit descriptor This unit defines the competency required to technically manage elements of a
network including contribution to disaster recovery plan.

1. Provide client 1.1 Provide log-ons, passwords and applications file access to users and
access and prepare documentation in line with organisational requirements
security 1.2 Evaluate records of user accounts to determine access privileges and
usage
1.3 Take necessary action to ensure maintenance of system integrity and
security
2. Input into and 2.1 Provide input for the organisation’s disaster recovery plan
disseminate 2.2 Disseminate disaster recovery plan to user as required
disaster recovery
plan
3. Monitor network 3.1 Perform diagnostic tests associated with administering the network or
performance system
3.2 Analyse and respond to diagnostic information
3.3 Monitor software usage including inappropriate or illegal use
3.4 Delete illegal software from the system
3.5 Monitor hardware response time and other performance indicators
3.6 Determine and action methods for improving network and systems
efficiency according to organisational guidelines
RANGE STATEMENT

Section 7 Support ICAS3032B Provide network systems administration
VARIABLE SCOPE
User May include a person within a department, a department within the organisation or
a third party
Documentation May follow ISO/IEC/AS standards, audit trails, naming standards, version control,
project management templates and report writing, maintaining equipment
inventory; client training and satisfaction reports
• Modems or other connectivity devices
• Networks
• Remote sites
• Servers
software
Organisational May be in reference to work environment, problem solution processes,
requirements preventative maintenance, diagnostic policy, roles and technical responsibilities in
the IT department, and vendor and product service-level support agreements
opening mail with attachments, virus risk, dispute resolution, document procedures
and templates, communication methods and financial control mechanisms
OH&S standards May include correct posture, lighting, type of desk, type of monitor, style of chair,
typing position, repetitive strain injury prevention, ventilation, light position,
correct lifting method and length of time in front of computer
EVIDENCE GUIDE
The Evidence Guide provides advice on assessment and must be read in conjunction with the Performance
Criteria, required skills and knowledge, the Range Statement and the assessment guidelines for this
Training Package.
Critical aspects Assessment must confirm competency in sustaining the operation of the network
of evidence through maintenance of network integrity and the performing of diagnostic tests.
Assessment must also confirm competency in contributing to the formulation of a
disaster recovery plan and providing the client with an optimised network that
complies with organisational guidelines.
skills • Organisational and technical systems
• Organisational access and security procedures
• Software copyright responsibilities
• Operating systems supported by the organisation
• Operating systems functions and basic features
• Organisational procedures for protection against and elimination of computer
viruses

ICAS3032B Provide network systems administration Section 7 Support
• Advanced knowledge of software features supported by the organisation

• Policy and procedures for deleting, restoring and archiving of files
• Approaches to back-up and restoring computer data
• Disaster recovery policy
• Procedures for creating logons
• File access
• In-house and vendor support
• OH&S legislation relating to the use of equipment
Skills include:
• Interpretation of technical manuals
• One-to-one instruction
• Client needs assessment methods
• System administration skills
• Diagnostic skills
Assessment The purpose of this unit is to define the standard of performance to be achieved in
guidance 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 to 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.
• Peers and supervisors for obtaining information on the extent and quality of the
contribution made
• Live network

Section 7 Support ICAS3032B Provide network systems administration
Role context Demonstrating competency in network systems administration would include

knowledge by recall in a narrow range of areas; and demonstrate basic practical
skills, such as the use of relevant systems administration tools.
Breadth, depth and complexity of knowledge and skills would prepare a person to
perform in a range of varied activities or knowledge application where there are clear
guidelines on managing a network system and associated software and hardware.
Demonstration of competency would involve:
• Demonstrating basic operational knowledge of a network system in a range of
areas
• Applying appropriate knowledge and skills in managing and administering a
network within a limited range of predictable outcomes
• Performing a range of tasks where choice between options for network
performance is required
environments and providing technical advice and some leadership in resolution of
specified problems. This would be applied across a range of roles in a variety of
contexts with some complexity in the extent and choice of options available.
broader related activities involving known routines, methods and procedures, where
some discretion and judgement is required in the section of equipment, services or
contingency measures and within known time constraints would be characteristic.

ICAS3034B Determine and action network problems Section 7 Support
ICAS3034B Determine and action network problems
Field Support
Unit descriptor This unit defines the competency required to document network-related
problems, determine the resources required, solve the client problem or
escalate the problem to a new support level.
units • ICAS3024B Provide basic system administration
• ICAD3218B Create user documentation
• ICAD4217B Create technical documentation

1. Determine client 1.1 Log calls from help desk support staff
requirements and 1.2 Determine and document problem based on client requirements
ascertain if
problem exists
2. Determine 2.1 Verify the scope and coverage of maintenance and technical support
whether problem agreements relative to the problem and client requirements
is covered by 2.2 Provide assistance in accordance with organisational guidelines
policy
3. Carry out 3.1 Conduct diagnostic tests around identified problem
maintenance 3.2 Complete maintenance in line with organisational guidelines
support on
identified 3.3 Obtain new components as part of the resolution, where necessary
problem 3.4 Store or dispose of components in accordance with organisational
guidelines and environmental guidelines
4. Prepare 4.1 Prepare maintenance report in line with organisational guidelines and
maintenance support agreements
report and verify 4.2 Escalate maintenance requirements to appropriate area, as required
solution
4.3 Follow up with the client to determine solution success and close the
report
RANGE STATEMENT

Section 7 Support ICAS3034B Determine and action network problems
VARIABLE SCOPE
Problem May include routine or non-routine problems that may affect the immediate
work environment, particularly in relation to using equipment such as
workstations, servers
Support May include time, cost, warranty, replacement, performance from escalated
agreements support levels
Organisation Variables may include but are not limited to security procedures; logged call
guidelines procedures; client liaison policy; preventative maintenance and diagnostic
policy; maintenance agreements; warranties; contracting arrangements relating
to IT purchasing
Maintenance May include on-site response, remote diagnostics or return to depot
requirements
Environmental May include but are not limited to recycling, safe disposal of any packaging (e.g.
guidelines cardboard, polystyrene, paper, plastic) and correct disposal of redundant
hardware (e.g. hard-drives, circuit boards)
and DVD drives, interface cards, drives, fax/modem cards, RAM upgrades, CPU
upgrades
software, software upgrades, user training and implementing a new system
EVIDENCE GUIDE
Critical aspects of Assessment must substantiate the ability to document network-related problems,
evidence determine the required resources, solve the client problems or escalate the
problem in accordance with organisational guidelines. The network is to be
maintained with minimal disruption to clients.
skills • Organisational information relating to logging calls, and contracting and
maintenance arrangements
• Inventory processes
• Technical support agreements
• Technical systems
Skills include:
• Diagnostic skills on networks
• Solving unknown problems in a range of contexts
• Inventory skills

ICAS3034B Determine and action network problems Section 7 Support
in ICA05 Section 1.
• ICAD3218B Create user documentation
• ICAD4217B Create technical documentation
• Hardware
• Diagnostic tools and software
• Records and reports
characteristic.

Section 7 Support ICAS3115B Maintain equipment and software in working order
ICAS3115B Maintain equipment and software in working order
Field Support
Unit descriptor This unit defines the competency required to carry out maintenance and fault
repair according to organisational procedures, in order to keep equipment and
software operating.
• ICAU3019B Migrate to new technology

1. Determine and 1.1 Examine and review specified equipment and maintenance procedures, in
undertake order to determine those procedures that can be handled internally
required 1.2 Organise and undertake internal maintenance, as specified in the
equipment maintenance procedures
maintenance
1.3 Report problems promptly to appropriate person
2. Diagnose and 2.1 Assess an existing problem situation and identify the main problem area
repair faults 2.2 Test the suspected faulty equipment or software for possible failures or
performance degradation, utilising available technology
2.3 Organise and analyse the test results
2.4 Review and analyse historical fault data for information of relevance to
existing faults
2.5 Develop plans, with prioritised tasks and contingency arrangements, for
the repair or replacement of faulty equipment or software, with minimum
disruption to client
2.6 Liaise with appropriate person to obtain approval for the plans
2.7 Obtain necessary components and repair the equipment or software in a
timely, organised manner, following OH&S standards
3. Update 3.1 Record maintenance and fault data and equipment modifications, in
documentation accordance with organisational standards
and make 3.2 Identify and report instances where preventative measures are needed
recommendations
for future 3.3 Review and update maintenance and fault data and report outcomes
maintenance periodically to appropriate person

ICAS3115B Maintain equipment and software in working order Section 7 Support
RANGE STATEMENT
VARIABLE SCOPE
person
Hardware May include but is not limited to workstations, personal computers, modems or
other connectivity devices, networks, DSL modems, remote sites, servers
other connectivity devices, printers, DSL modems, hard drives, monitors,
software
upgrades
Maintenance May include on-site response, remote diagnostics, return to depot
position, correct lifting method and length of time in front of computer
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to undertake maintenance according to
evidence maintenance procedures, resolve a defined range of equipment and software
problems, and maintain accurate records according to organisational guidelines.
skills • Broad knowledge of equipment and software maintenance practices
• Familiarity with current industry-accepted hardware and software testing
and diagnostic tools, with the ability to utilise them effectively
• Relevant service-level agreements (SLAs) in order to determine the
conditions of the SLA cover
• Knowledge of the client warranty claims, repair or replacement procedures

• Operation and purpose of specified equipment
• Operation of technical diagnostic tools
• Detailed knowledge of help desk response level escalation procedures

Section 7 Support ICAS3115B Maintain equipment and software in working order
Skills include:
• Risk analysis of maintenance procedures
• Reading and interpretation of technical manuals
• Technical diagnostic skills
present verbal and written. information
• Record keeping skills
in ICA05 Section 1.
• Technical environment with a variety of operational equipment and
software
• Maintenance procedures
• Equipment and/or software

ICAS3115B Maintain equipment and software in working order Section 7 Support
Role context Maintaining equipment and software in good order relates to house-keeping
within the organisation. The outcomes from maintaining software and equipment
in sound working order are reliability and stability for end users, consistency of
performance and less down time.
characteristic.

Section 7 Support ICAS3120B Configure and administer a network operating system
ICAS3120B Configure and administer a network operating system
Field Support
Unit descriptor This unit defines the competency required to create the network configuration
required by a client and to set up and use administrative tools to manage the
network.

1. Review network 1.1 Review organisational policies for network use and administration
policies arrangements
1.2 Identify network administration tools both built into the network
operating system and third-party tools that can be used to enforce
organisational polices
1.3 Determine and document settings and parameters that should be used in
order to meet policies and procedures
1.4 Make necessary recommendations to appropriate person for ways of
overcoming weaknesses in administration tools
2. Create an 2.1 Identify and document the current system and components and
interface with configuration through audits of hardware and software
existing system 2.2 Identify and map system interaction by identifying what data is required
by particular users and how often the data is accessed
2.3 Examine existing applications and plan required
upgrades/reconfigurations to new system or applications
2.4 Test reconfiguration for successful interface with existing system
3. Set up and 3.1 Evaluate the network requirements of the user and design an appropriate
manage the file and folder structure
network file 3.2 Create the designed file and folder structure using appropriate
system administration and system tools
3.3 Set the security, access and sharing of file system to meet user
requirements
3.4 Identify and implement the virus protection requirements for the network
in line with organisational procedures

ICAS3120B Configure and administer a network operating system Section 7 Support
3.5 Test the file system to ensure that appropriate access is available to the
user groups
3.6 Document the created file system in accordance with organisational
standards
4. Manage user 4.1 Evaluate the network requirements of the user and design an appropriate
services set of services that should be provided
4.2 Implement the services required by using the appropriate administration
and system tools
4.3 Create users and groups as required to facilitate user security and network
access in accordance with user authorisation
4.4 Test successful access by users to authorised network data and resources
and record outcomes
5. Monitor user 5.1 Modify default user settings to ensure that they match security policies
accounts 5.2 Modify existing user settings for non-compliant security according to
security and access policies
5.3 Check that appropriate legal notices at log on are displayed
5.4 Use appropriate utilities to check strength of passwords
5.5 Review procedures and take action to ensure that users who leave the
organisation or area have their accounts disabled or deleted
5.6 Use information services to identify well-known and up-to-date security
gaps and secure these with appropriate hardware and software
6. Provide and 6.1 Scan and, if required, clean the network of viruses before back-up
support back-up 6.2 Review security requirements for users and data to be stored on network
security
6.3 Determine risks to which data is exposed and provide appropriate
prevention and recovery processes
6.4 Implement systems to provide back-up and service restoration capability
in the event of a disaster
6.5 Document and disseminate the disaster recovery procedures
RANGE STATEMENT
VARIABLE SCOPE
Network May include but is not limited to large and small LANs, WANs, VPNs, the
internet, the use of the PSTN for dial-up modems only, private lines, data and
voice
person
Network May include but is not limited to Novell NetWare 5 or above or any operating
operating system system that has multi-user ability, Linux, Mac OS, Windows 2000 or above
Organisational May include but are not limited to how and what the organisation will operate,
policies maintenance policy, security policy, diagnostic policy and OH&S policy

upgrades
software
or a third party
Applications May include database programs, word processors, email programs, internet
browsers, system browsers and spreadsheets
File system May involve multiple or single servers, multiple or single logical disks and
complex directory or folder structures
Information May include the internet, chat rooms, forums and newsgroups
services
Back-up May involve simple, single tape unit back-up to more comprehensive and
complex back-up facilities across the network
EVIDENCE GUIDE
Critical aspects of Assessment must confirm knowledge of the facilities available in the operating
evidence environment.
Assessment must confirm the ability to use network administrative tools and
manage a network.
Assessment must confirm the ability to create the network configuration required
by the client and provide timely client service.
skills • Network operating systems that are currently industry standards, and
knowing where to access the various system administration tools, as well as
third-party tools that may be useful for monitoring various aspects of
network performance or traffic
• Networking technologies, with broad knowledge of their general features
and capabilities (e.g. AppleTalk, Ethernet, Novell, Linux)
• How network security is implemented in a LAN, such as users and groups
settings, as well as setting file and folder permissions
• How anti-virus software operates, how to install it and the importance of
undertaking regular and timely updates, such as that of the virus data file or
a newer version of the virus search engine

ICAS3120B Configure and administer a network operating system Section 7 Support
Skills include:
• Effective communication skills in relation to dealing with clients and team
members (e.g. informing a client of certain technical procedures, such as
virus checking a disk), with the ability to adapt the explanation of technical
concepts to the level that is appropriate to the background knowledge of the
client
• Administering and configuring network operating system
• Being able to undertake open-ended questioning techniques and to exercise
active listening skills in relation to dealing with clients and team members
(e.g. eliciting information for network troubleshooting)
in ICA05 Section 1.
• User network requirements
• Network administration tools
• Access policy
• Live network
• Server
Role Context Many organisations rely heavily on computer network infrastructure to enhance
the efficiency of their activities. Consequently, it is imperative that their
networks be maintained to reflect current design and usage and that no security
breaches adversely affect the system. This requires constant monitoring and
reviewing of the network, in order to keep up with new functionality, added
workload in network traffic and new virus protection measures.


• Demonstrate relevant administration skills and an understanding of the
theoretical knowledge underpinning the network operating system
• Apply a range of well-developed configuration skills to resolve problems
• Apply known solutions to a variety of predictable configuration problems
• Interpret available network systems knowledge and information, using
discretion and judgement
characteristic.

ICAS3121B Administer network peripherals Section 7 Support
ICAS3121B Administer network peripherals
Field Support
Unit descriptor This unit defines the competency required to manage an environment of
networked peripheral devices, in order to provide services to client users.

1. Install peripherals 1.1 Plan the location of peripherals to provide appropriate services to users
to a network and to take into consideration OH&S standards
1.2 Connect peripherals to network, using vendor-approved method and
technology
1.3 Connect peripherals to computers in the network using parallel, serial or
other direct connection methods
1.4 Add peripheral accessories or upgrades to printer such as memory or
high-volume paper trays
1.5 Test peripherals for correct operation
2. Configure 2.1 Install software required to manage local and network-connected
peripheral peripherals
services to 2.2 Use meaningful names for peripherals and control queues
manage
peripherals 2.3 Configure security and access to allow appropriate users to make use of
peripherals
2.4 Configure workstation for peripherals to allow applications to work with
peripherals
3. Administer and 3.1 Assign priority to control queues
support 3.2 Use peripheral management software supplied as part of the network
peripheral operating system or by third parties
services
3.3 Create templates for use on the network
3.4 Configure settings on the network to create maintenance schedules, usage
logs, and cost centre usage statistics
3.5 Demonstrate to the user the methods for using peripheral services from
their application or workstation

Section 7 Support ICAS3121B Administer network peripherals
4. Maintain 4.1 Establish and follow a regular maintenance schedule as recommended by

peripherals and peripheral manufacturer
fix common 4.2 Replace consumables and components when required
problems
4.3 Fix peripheral mishaps and malfunctions
4.4 Monitor peripheral usage and traffic and recommend additional
peripherals if needed
4.5 Determine failures of peripheral services or devices and rectify as
required
RANGE STATEMENT
VARIABLE SCOPE
• Personal computer fax/modems
or a third party
position, correct lifting method and length of time in front of computer
Network May include but is not limited to large and small LANs, WANs, VPNs, the
voice.
Printer May include but is not limited to laser printers and ink jet printers (mono or
colour)
software
Applications May include database programs, word processors, email programs, internet
browsers, system browsers and spreadsheets.
Consumables May include but is not limited to ink cartridges, toner cartridges, ribbons, floppy
disks, CD-R, CD-RW
Network May include but is not limited to Novell NetWare 5 or above or any operating
operating system system that has multi-user ability, Linux, Mac OS, Windows 2000 or above.
upgrades

ICAS3121B Administer network peripherals Section 7 Support
EVIDENCE GUIDE
Critical aspects of Assessment must confirm knowledge of peripheral technologies and how
evidence network peripherals (hardware and software) are installed and configured.
Assessment must confirm the ability to maintain networked peripherals in
working order.
skills • Current peripheral devices, such as scanners, multi-use devices, external
modems
• How to configure peripherals for network use, with drivers and cable
connections.
Skills include:
• Ability to plan and discuss network issues with clients and team members
in a manner that promotes team spirit and cooperation in carrying out
project tasks.
• Communication skills for educating users about the causes of network
problems and how to minimise their recurrence.
• Ability to use operating system and the peripheral device’s logging or
monitoring features to monitor the health of the peripheral.
• A familiarity with the general construction and operation of the peripheral
device, in order to facilitate its troubleshooting.
• Awareness of network documentation conventions when configuring the
peripheral device’s name or new profile.
in ICA05 Section 1.

Section 7 Support ICAS3121B Administer network peripherals
• Live network
• Peripherals
• Documentation for records and reports
Role context The continuing development of new,, more advanced and complex peripheral
devices requires the network manager to be able to introduce and integrate the
devices into the organisation’s networked system. A competent learner should be
able to efficiently engage in related installation and maintenance procedures in
accordance with vendor specifications. This process includes the ability to
troubleshoot the system in case the equipment functioned abnormally.
Demonstration of competency would involve:
• Demonstrating basic network operational knowledge in relation to a range
of common peripherals
• Applying knowledge of normal operating mode and previous
troubleshooting data to resolve operational problems with peripherals
• Assessing and recording information related to network solutions and
problems from varied sources
• Taking limited responsibility for administering networks
characteristic.

ICAS3234B Care for computer hardware Section 7 Support
ICAS3234B Care for computer hardware
Field Support
Unit descriptor This unit defines the competency required to manage the selection,
maintenance and siting of hardware.

1. Establish safe 1.1 Determine, record and apply relevant legal requirements and OH&S
work practices standards to the installation and maintenance of computer hardware
1.2 Determine, record and apply requirements specified by hardware
manufacturers
1.3 Determine, record and apply safe work practices, taking into account
legal and manufacturer requirements
2. Establish location 2.1 Determine and apply suitable environmental conditions for hardware and
requirements for peripherals
hardware and 2.2 Determine and apply system protection devices
peripherals
2.3 Determine and apply requirements when moving hardware
2.4 Determine and apply suitable storage principles for hardware and
associated peripherals and media
3. Establish 3.1 Determine maintenance requirements specified by the equipment
maintenance manufacturer
practices 3.2 Produce maintenance schedules, including removal of dust and grease
build-up
3.3 Perform diagnostic functions, including replacing suspect components
with other serviceable components and reloading of associated software
3.4 Determine whether unserviceable components are replaceable through
warranty, replacement or upgrade
3.5 Perform diagnostic functions using the operating system and third-party
diagnostic tools
4. Determine 4.1 Consider and apply business requirements in respect of hardware matters
appropriate 4.2 Determine and apply quality standards to the selection of appropriate
hardware quality hardware and associated peripherals
standards

Section 7 Support ICAS3234B Care for computer hardware
RANGE STATEMENT
VARIABLE SCOPE
position, correct lifting method, electrical safety, monitor time and exposure
Environmental May consist of, but is not limited to dust, heat, extreme cold, temperature
conditions stability, air circulation and moisture
Business May include cost and quality, robustness, industry standard components and
requirements capability for further system upgrades
other connectivity devices, printers, hard drives, DSL modems, monitors,
upgrades
software
Safe work May include but are not limited to handling of mains electricity, handling of
practices high-impedance devices and handling of hazardous material
System protection May include but are not limited to surge protection and uninterruptible power
devices supplies
• Speakers, multimedia equipment
Maintenance May include on-site response, remote diagnostics or return to depot
Apple OS 8 or above

ICAS3234B Care for computer hardware Section 7 Support
EVIDENCE GUIDE
Critical aspects of Assessment must ensure the ability to establish safe work practices, establish
evidence siting requirements for system hardware and associated peripheral devices,
establish maintenance practices and determine appropriate hardware quality
standards.
skills • General OH&S principles and responsibilities
• OH&S principles specific to equipment powered by mains electricity
• Viruses, worms and other security issues
• System hardware and associated peripherals functions
• Potential environmental effects of common types of hardware
• Importance of maintenance
• Handling of high-impedance devices
• Span of quality levels in common hardware
• Software related to hardware operations
Skills include:
• Diagnosis of hardware problems
• Ability to work safely, in respect of the specific hardware
• Selection of appropriate hardware for a given situation
• Problem solving skills
• Communication and comprehension of basic workplace documents
• Clear and precise communication
• Ability to set up and maintain hardware
• Interpretation of user manuals and help functions
in ICA05 Section 1.

Section 7 Support ICAS3234B Care for computer hardware
• Hardware
• Software and diagnostic tools
• Records and reports
Role context Hardware encompasses all the physical connections that allow electronic
communication to take place. Hardware is intertwined with software and this
unit addresses software/hardware connections.
• Understand hardware related issues for safe and secure operation of
electronic components
• Demonstrate basic theoretical knowledge of hardware and software
interoperability
• Safely remove and replace hardware components
• Conduct maintenance on hardware parts
characteristic.
• Communicate with team members to clarify job requirements

ICAS4022B Determine and action client computing problems Section 7 Support
ICAS4022B Determine and action client computing problems
Field Support
Unit descriptor This unit defines the competency required to record and prioritise client
support activities, determine the required resources, solve client computing
problems or escalate as necessary.
There may be benefit in concurrent learning with the following unit:
• ICAT4221B Locate equipment, system and software faults
• ICAS4112B Optimise system performance
• ICAS4113B Identify and resolve common database performance
problems

1. Determine client 1.1 Determine client problem by using questioning and/or other techniques
problem 1.2 Document responses of client for follow-up action
1.3 Examine logged requests to determine specific requirements
1.4 Take action where required to gain further information
1.5 Refer to a database of known problems to identify possible resolution
options
2. Prioritise client 2.1 Determine the scale of the problem based on information gathered
problems 2.2 Establish and record relevant constraints
2.3 Undertake an impact analysis of the problem to determine severity and
risks
2.4 Prioritise the problem according to the organisation’s escalation
procedures
2.5 Provide advice and support to the client from database of known
problems, where appropriate
3. Refer problems 3.1 Investigate and apply the appropriate process to follow when referring
where required problems to third parties
3.2 Provide third party with client and problem details as required
3.3 Document the advice and support provided by third party according to
organisational guidelines, where appropriate
4. Carry out 4.1 Obtain appropriate components for resolution in line with organisational
maintenance guidelines
4.2 Complete maintenance in line with organisational guidelines

Section 7 Support ICAS4022B Determine and action client computing problems
4.3 Store or dispose of used components following organisational

environmental guidelines
5. Prepare 5.1 Prepare a maintenance report including information about problems and
maintenance resolution action
report 5.2 Forward maintenance report to client for feedback
6. Confirm problem 6.1 Obtain feedback from the client to ensure requirements have been met
resolution 6.2 Forward client feedback to appropriate person for sign-off and record in
known problems database as appropriate
RANGE STATEMENT
VARIABLE SCOPE
Problem May be in reference to the business, system, application, network or people in
the organisation
the organisation
Constraints May include but is not limited to time, budget, resource, hardware, software,
policy or legal constraints
Advice and May include provision of client documentation, manuals and documentation
support from vendor. Advice on software used by the organisation may include but is not
limited to formatting spreadsheets, creation of graphs, setting up of word
processing documents for printing, setting up an email system; advice on
hardware supported by the organisation, including but not limited to operation of
printers, setting of screen resolution, formatting of disks, and configuration of
printers and scanners.
Organisational May include but are not limited to use of emails and internet access, content of
guidelines emails, downloading information and accessing particular websites, opening
mail with attachments, virus risk, dispute resolution, document procedures and
templates, communication methods and financial control mechanisms.
Maintenance May include:
• on-site response
• remote diagnostics
• return to depot
• business hours only support
• 24 hour, 7 days per week support
• telephone support
• real-time on on-line support
• second-level support
upgrades

ICAS4022B Determine and action client computing problems Section 7 Support
Environmental May include but is not limited to recycling, safe disposal of packaging (e.g.
guidelines cardboard, polystyrene, paper, plastic) and correct disposal of redundant
hardware (e.g. hard-drives, circuit boards)
person
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to record and prioritise client support
evidence activities, determining the required resources, solving the client problem or
escalating according to organisational guidelines or practices.
skills • Principles of equal employment opportunity and anti-discrimination
• Principles of OH&S
• Broad general knowledge of operating systems functions and basic features
some areas
• Work group procedures
• In-house or vendor support available
• Security and network guidelines and procedures.
Skills include:
• Customer service
• Decision making involving discretion and judgement
• Time management for self and others
• Common problem identification and resolution
• Literacy skills for interpretation of technical manuals.
in ICA05 Section 1.

Section 7 Support ICAS4022B Determine and action client computing problems

• ICAS4113B Identify and resolve common database performance problems
• Hardware
• Software and diagnostic tools
• Documentation for records and reports
standards
others

ICAS4023B Provide one-to-one instruction Section 7 Support
ICAS4023B Provide one-to-one instruction
Field Support
Unit descriptor This unit defines the competency required to convey technical information to
an individual client for their specific use.
needs

1. Determine client 1.1 Consider the initial reason for the instruction and determine appropriate
need questions to ask the client
1.2 Arrange a time and meet with the client
1.3 Review the responses from the client
1.4 Determine the instruction the client requires
2. Organise 2.1 Determine the resources required to perform the instruction
instruction 2.2 Prepare the instruction plan
resources
2.3 Acquire the resources according to organisational guidelines
2.4 Prepare the resources for the instruction session
2.5 Arrange a time with the client for the instruction session
3. Provide 3.1 Provide instruction to the client
appropriate 3.2 Supervise the client performing the instruction unassisted
instruction
3.3 Document the instruction session according to organisational guidelines
3.4 Refer further instruction requirements or training needs to appropriate
person as required
4. Obtain client 4.1 Create or obtain an evaluation and feedback form or other feedback
feedback mechanism according to organisational guidelines
4.2 Obtain client evaluation and feedback to ensure the requirements of the
client are met
4.3 Review the client feedback and discuss suggestions with appropriate
person
RANGE STATEMENT

Section 7 Support ICAS4023B Provide one-to-one instruction
VARIABLE SCOPE
Organisational May include but are not limited to use of email and internet access, content of
guidelines emails, downloading information and accessing particular websites, opening
mail with attachments, virus risk, dispute resolution, document procedures and
templates, communication methods and financial control mechanisms.
Instruction May include advice and support on a one-to-one basis; provision of client
documentation, manuals; instruction with software supported by the
organisation, including but not limited to formatting spreadsheet, creation of
graphs, setting up of word processing document for printing, using an email
system, browser, server; instruction with hardware supported by the
organisation, including but not limited to operation of printers, setting of screen
resolution, formatting of disks, reconfiguration of printers and use of scanners;
instruction does not include delivery of formal accredited training or general
classroom/workshop situations; instruction does not include delivery to more
than one individual
person
Further May include on-site instruction, questions and answers, active listening to client
instruction and other employees, hand off to ICT technical expert area, and policy and
requirements procedures relating to IT training.
the organisation
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to convey technical information to an
evidence individual client for their specific use in a clear, concise and coherent manner
with the meaning of technical jargon explained.
skills • Technical and organisational systems
• Broad knowledge of operating systems functions and basic features
some areas
• IT terminology
• Telephone, fax and on-line functions and procedures
• Work group procedures
• In-house or vendor support available

ICAS4023B Provide one-to-one instruction Section 7 Support
Skills include:
• Strong customer service
• Range of interpersonal and instructional communication
• Decision making involving discretion and judgement
• Time management for self and others
• Problem solving known problems in a variety of contexts
• Literacy skills for interpretation of technical manuals
in ICA05 Section 1.
• ICAA4041B Determine and confirm client business expectations and needs
• Client requirements either directly or through a peer or supervisor
Role context Providing one-to-one instruction requires sensitivity and skill in interpersonal
communication and consideration should be given to privacy, cultural
accommodations, and knowledge and understanding of the learner.
• Demonstrate empathy and understanding of the learner
• Apply cultural accommodations when dealing with different cultures
• Provide a set of solutions to a variety of predictable one on one problems

Section 7 Support ICAS4023B Provide one-to-one instruction
• Perform one on one processes that require a range of well-developed skills

where some discretion and judgement is required
• Interpret available information using discretion and judgement
• Take responsibility for outcomes when dealing with clients
• Work may involve some responsibility for others
• Participation in teams, including group or team coordination may be
involved
standards
others

ICAS4106B Action and complete change requests Section 7 Support
ICAS4106B Action and complete change requests
Field Support
Unit descriptor This unit defines the competency required to receive, review and carry out
change requests, while utilising a change management system according to
client requirements.
needs
• ICAS4116B Undertake capacity planning
The required outcomes described in this unit of competency contain applicable
Employability facets of employability skills. The Employability Skills Summary for the

1. Review change 1.1 Receive and document requests for hardware and software changes,
requests utilising a change management system and according to organisational
help desk procedures
1.2 Gather and organise system data relevant to the change requests, using
available diagnostic tools
1.3 Review the proposed changes against current and future business
requirements and examine the system data, with work team, in order to
select appropriate changes to be carried out
1.4 Discuss and clarify the selected changes with client
2. Modify system 2.1 Develop a plan, with prioritised tasks and contingency arrangements, for
according to modification of the system
requested 2.2 Undertake the selected system changes according to organisational
changes guidelines and procedures and in accordance with manufacturer
recommendations
2.3 Test the system changes for performance and identify problems
2.4 Resolve identified problems
2.5 Revise relevant client and technical documentation to reflect system
changes according to organisational standards
2.6 Notify client of status of change and update change management system,
as per organisational help desk procedures
3. Prepare and 3.1 Prepare training to meet the needs of client in using the changed system
deliver training 3.2 Deliver prepared training appropriate for the client
on use of
modified system

Section 7 Support ICAS4106B Action and complete change requests
RANGE STATEMENT
VARIABLE SCOPE
software
System May include but is not limited to the hardware and software components that run
a computer
the organisation
mechanisms.
Technical May include project specifications, reports, help references, technical manuals,
documentation training materials and self-paced tutorials, on-line help, user guides, brochures.
Help desk May include:
procedures • 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
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to use and update a change management
evidence 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.

ICAS4106B Action and complete change requests Section 7 Support

skills • Broad knowledge of help desk practices
some areas
involvement
• General knowledge of the client business domain
• Change management tools
• Broad knowledge of system testing
• Broad knowledge of the organisation’s service-level agreements.
Skills include:
• Timely actioning of change requests
• Ability to handle requests within a defined range of problems
• Basic language and communication skills to carry out the change requests
and to follow up on progress
• Record keeping for requests and actions
• Report writing skills
• General analysis in relation to reviewing change procedures
• Cultural awareness in relation to client interaction
• Conflict resolution skills in relation to handling clients
• Low-level training needs analysis capability
in ICA05 Section 1.

Section 7 Support ICAS4106B Action and complete change requests
• Change request documentation
• Physical system or network
• Technical manuals, appropriate diagnostic tools
• Current business requirements
• Documentation standards
• Change management system
Role context 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.
standards
others

ICAS4107B Manage resolution of system faults on a live system Section 7 Support
ICAS4107B Manage resolution of system faults on a live system
Field Support
Unit descriptor This unit defines the competency required to manage reactive errors and
failures on a live system.
units • ICAS3024B Provide basic system administration
• ICAT4221B Locate equipment, system and software faults
The following units are linked and form an appropriate cluster:ICAS4022B
Determine client computing problems and action
• ICAS4114B Implement maintenance procedures

1. Determine 1.1 Identify the nature of modification to the system
maintenance 1.2 Confirm the existence and currency of repositories
methodologies
and repositories 1.3 Review repositories for changes and develop new back-up procedures
1.4 Prepare or check modification request forms and levels of authority for
sign-off
1.5 Develop a hierarchy of modifications and the response for each
1.6 Determine the back-up and blackout strategies in place
2. Implement 2.1 Follow standards and procedures for logging the change request
change 2.2 Document the expected impact to the user base during implementation
management
system 2.3 Identify levels of possible failure and the related reporting procedures
2.4 Document the expected outcomes of the modification
2.5 Inform user of modification implications
2.6 Assign the modification to appropriate person for actioning
3. Report review of 3.1 Complete all aspects of the change system and ensure the modification is
results tested and operational
3.2 Prepare the report and deliver to the appropriate person indicating the
results of modification
3.3 Update and amend documentation and repositories

Section 7 Support ICAS4107B Manage resolution of system faults on a live system
RANGE STATEMENT
VARIABLE SCOPE
Modification May include but is not limited to error correction, system recovery, assistance
and enhancement
a computer
Repositories May include but is not limited to central repository, program library and
databases
Documentation May include a collection of records that describe the structure, purpose,
operation, maintenance and data requirements for a computer program, operating
system or hardware device
or a third party
Reporting Help desk and maintenance structures will vary. Some may be:
procedures • 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 the
problem
• real-time on-line support
• web-based support
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to identify the expected outcomes of the
evidence modification and demonstrate the steps involved in the implementation of the
modification. The learner must have a good knowledge of the implications of
success and failure of the proposed modification and what steps or procedures to
carry out in each of these scenarios.
some areas

ICAS4107B Manage resolution of system faults on a live system Section 7 Support

involvement
• Broad knowledge of change control procedures
• Detailed knowledge of the system under modification.
Skills include:
collecting information and gaining consensus on concepts
• Change management skills in relation to maintaining the continuity of ICT
• Customer service skills in relation to reviewing change procedures
• Skills in handling difficult clients in relation to reviewing change
procedures
• Conflict resolution skills in relation to reviewing change procedures
• Low-level training needs analysis skills
• Low-level programming skills.
in ICA05 Section 1.

Section 7 Support ICAS4107B Manage resolution of system faults on a live system
Competency in this unit can be assessed in a live environment provided the

assessor has a prior knowledge of the outcome; or a simulated or fire-walled
environment.
• ICAS4022B Determine client computing problems and action
• Live system
• Benchmarking/testing tools
standards
others

ICAS4108B Complete database back-up and recovery Section 7 Support
ICAS4108B Complete database back-up and recovery
Field Support
Unit descriptor This unit defines the competency required to back-up and recover a database.
• ICAB4060B Identify physical database requirements
• ICAB4061B Monitor physical database implementation
• ICAB4136B Use structured query language to create database structures
and manipulate data
problems
• ICAS4125B Monitor and administer a database

1. Review database 1.1 Identify the architecture of a database file system and consequently,
architecture determine the most appropriate methods for back-up and recovery
1.2 Identify and examine risks and failure scenarios that are likely or possible
2. Determine 2.1 Evaluate a range of back-up and restoration methods based on
back-up methods organisational and security standards and on the assessment of likely or
appropriate to possible failure scenarios
database 2.2 Complete full off-line back-ups according to organisational and security
requirements standards with minimal down time
2.3 Complete on-line file back-ups as determined by organisational and
security standards and with minimal down time
2.4 Employ disk mirroring and redundant array of inexpensive disks (RAID)
hard disk configurations to keep copies of files
2.5 Arrange off-site copies of back-up files
3. Establish 3.1 Determine database recovery points based on the back-up arrangements
recovery points according to organisational guidelines
and disaster 3.2 Test the restore process in order to ensure that the database can be
recovery restored to a given recovery point, with minimal down time
procedures
3.3 Complete the restoration of the database to the point of failure, without
loss of committed transactions
4. Create and 4.1 Create or set up a standby database to meet organisational guidelines
deploy standby 4.2 Implement standby database to support critical business functions
database
4.3 Prepare documentation for standby database

Section 7 Support ICAS4108B Complete database back-up and recovery
RANGE STATEMENT
VARIABLE SCOPE
Architecture May include but is not limited to:
• Operating system: Novell NetWare 5 or above or any 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
Database May include but are not limited to relational databases, object-relational
databases, proprietary databases, commercial off the shelf (COTS)database
packages.
Back-up May involve single or multiple tape units or DVD or CD back-up to more
comprehensive and complex back-up facilities across the network or the internet
mechanisms.
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to implement back-up and recovery
evidence procedures, with minimum disruption to the business and if necessary, to
introduce contingency plans.
skills • General knowledge of structured query language
• Detailed knowledge of database administration
• Basic knowledge of tuning methodologies
• General knowledge of the principles of databases
• Detailed knowledge of back-up and recovery methods
• Detailed knowledge of database security

ICAS4108B Complete database back-up and recovery Section 7 Support
Skills include:
• Analysis skills in relation to non-routine work processes
• Problem solving skills in non-routine work processes
• Open file back-up procedures and restore operations
particular business domain and best practice in back-up and recovery
strategies
in ICA05 Section 1.
and manipulate
Assessment of this unit of competency will usually include observation of the
back-up and restore procedures, including the planning and the carrying out of
the back-up and restore procedures, from determining what would be the best
time to back up, to back up media, to the actual restore processes, including the
use of particular tools or systems.
Performance that involves evaluating and analysing current practices, to develop
new criteria and procedures for performing current practices and for provision of
some leadership and guidance to others, in the application of these skills.

Section 7 Support ICAS4108B Complete database back-up and recovery
• Back-up and recovery policies
• Database package with data
• Server and networked PC on which to conduct back-up and recovery
procedures
Role context Modern business practice requires organisations to implement efficient and
effective methods of capturing, storing and retrieving business-critical
information and data. The security and back-up of data repositories is of critical
importance to most organisations.
Organisational databases are no longer static repositories of information rather
they are dynamic, interactive and frequently ‘live’. Client and customer access to
on-line information can occur at any time and a key capability of any database
system is the successful back-up in an efficient and timely manner without
disruption or loss of data.
This unit addresses these three major elements in maintaining the integrity of an
electronic database system - through creating periodic ‘snapshot’ back-ups of the
open data files and then restoring them to working order.
• Demonstrate broad knowledge of database concepts
• Identify and apply skill and knowledge areas to open file back-up
procedures and restore operations
standards
others

ICAS4109B Evaluate system status Section 7 Support
ICAS4109B Evaluate system status
Field Support
Unit descriptor This unit defines the competency required to evaluate the status of a running
system, covering both hardware and software aspects to determine system
performance and reliability.
units • ICAT3025B Run standard diagnostic tests
• ICAS4107B Rectify system faults on a live system

1. Determine scope 1.1 Determine scope of the system evaluation
and evaluation 1.2 Comply with organisational requirements when planning a ‘change of
parameters status’ test
1.3 Review and demonstrate understanding of the reason for the evaluation,
its objectives, deliverables and key performance indicators using
appropriate capacity tools
1.4 Plan and document status evaluation and factor in time, environment,
internal and external issues
1.5 Alert affected users if evaluation is likely to impact their operations
1.6 Develop a plan for the evaluation and identify the resources and methods
to be used
2. Carry out 2.1 Organise the required resources as outlined in the plan, and put in place
evaluation manual or computerised evaluation methods
2.2 Run the evaluation process in accordance with the agreed scope and
evaluation parameters
2.3 Record the status as per procedural parameters and plan
2.4 Observe and document during evaluation the effects of changes to system
status that are made in accordance with effect being evaluated
2.5 Observe and record effects that are not listed and that may require further
investigation

Section 7 Support ICAS4109B Evaluate system status
3. Report on 3.1 Prepare a report to the appropriate person indicating the results of the
evaluation status check
3.2 Highlight anomalies observed in the status check that are outside the
expected results
3.3 Make recommendations for changes to improve the system
RANGE STATEMENT
VARIABLE SCOPE
Scope May include personnel, hardware, software, warranty, maintenance, support,
networks, data and processes
Organisational May be in relation to work environment, problem solution processes,
requirements preventative maintenance and diagnostic policy, roles and technical
responsibilities in the IT department, vendor and product service-level support
agreements
person
System May include but is not limited to network, network operating system, software,
application, software, business, computers, financial system, management
system and information system
or a third party
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to identify comprehensive performance
evidence indicators to determine system performance and reliability in relation to both
hardware and software.


some areas
• Broad understanding of the role and level of stakeholder involvement
• One or more change management tools
• Detailed knowledge of the system under evaluation
• Broad knowledge of capacity planning.
Skills include:
• Report writing skills for requiring depth in some areas
procedures

Section 7 Support ICAS4109B Evaluate system status
in ICA05 Section 1.
• Back-up and recovery policies
• Database package with data
• Server and networked PC on which to conduct back-up and recovery
procedures

standards
others

Section 7 Support ICAS4112B Optimise system performance
ICAS4112B Optimise system performance
Field Support
Unit descriptor This unit defines the competency required to identify areas of poor system
performance and take steps to improve and monitor performance.
unit • ICAI3110B Implement system software changes
• ICAI4030B Install software to networked computers
• ICAI4097B Install and configure a network

1. Identify areas of 1.1 Collect system performance data, during various usage conditions and
poor performance times, utilising available technical tools
1.2 Evaluate the collected system performance data in relation to organisational
benchmarks and client feedback, to ascertain areas of poor performance
2. Investigate 2.1 Identify options to improve performance through discussing the system
methods to performance findings with appropriate person and accessing technical
improve system resources
performance 2.2 Create a report including cost analysis for appropriate person, detailing
alternative courses of action based on the identified options and designed to
measurably improve performance
2.3 Present the report to appropriate person for decision as to the preferred
course of action
3. Develop an 3.1 Develop a plan for implementing the approved optimisation, with
implementation prioritised tasks and minimum disruption to clients
plan for system 3.2 Factor into the implementation plan, project budget and staff availability
optimisation
3.3 Submit the implementation plan to the appropriate person for approval and
revision, if necessary

ICAS4112B Optimise system performance Section 7 Support
4. Modify system to 4.1 Install or configure system components in accordance with installation
optimise procedures and organisational guidelines, following the implementation
performance plan
4.2 Measure and record the change in performance resulting from the system
modification, in order to assess that the required level of optimisation has
been achieved
4.3 Update appropriate documents according to organisational guidelines, to
reflect the system optimisation
5. Monitor ongoing 5.1 Implement and maintain a performance register
system 5.2 Review and assess benchmarks and performance regularly with the work
performance team, to enable timely optimisation and updates
RANGE STATEMENT
VARIABLE SCOPE
System Including network capacity and throughput, can be affected by:
performance • imbalances in disk utilisation and available space
• memory availability and utilisation
• processor utilisation
• disk speed
• allocation of files across disk space
• number of concurrent users
• work load
• physical limitations of system
• poor design in a program/s
• queue depth
• seek time
• i/o channel availability
Tools May include software, electronics equipment (e.g. volt-meter, oscilloscope, data
analyser)
Components May include motherboards, CMOS battery, central processing unit (CPU), CD and
DVD drives, interface cards, drives, fax/modem cards, RAM upgrades, CPU
upgrades
opening mail with attachments, virus risk, dispute resolution, document procedures
and templates, communication methods and financial control mechanisms
Documentation May follow ISO/IEC/AS standards, audit trails, naming standards, version control,
project management templates and report writing principles

Improve May include

performance • Load balancing between servers or other network devices (e.g. using switches
or routers)
• Tuning the disk sub-system
• Reducing total load by tuning the operating system
• Tuning applications to reduce the load they impose
• Using various systems tools to adjust system parameters, including hardware
or software upgrade
EVIDENCE GUIDE
The Evidence Guide provides advice on assessment and must be read in conjunction with the Performance
Criteria, required skills and knowledge, the Range Statement and the assessment guidelines for this
Training Package.
Critical aspects of Assessment must confirm sufficient knowledge of the indicators of inadequate
evidence performance.
Assessment must confirm the ability to keep the system balanced and performing
well.
Assessment must confirm the ability to analyse system performance.
skills • Current industry-standard hardware and software monitoring tools and the
how to interpret information produced from monitoring
involvement
• General knowledge of system performance, change control procedures and
• Detailed knowledge of the system under modification
• Business scheduling requirements.
Skills include:
• Measuring system performance against predefined benchmarks
• Comprehension of technical manuals
• Adequate use of diagnostic tools
• Report writing and recording skills

ICAS4112B Optimise system performance Section 7 Support
accessibility practices in order to accommodate people who may have special
Section 1.
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.
• ICAI4030B Install software to networked computers
• ICAI4097B Install and configure a network
• System components and software for performance tuning
• Technical manuals and resources
• Fault logs
• Diagnostic tools
Role context As systems grow, they can become fragmented and congested with incompatible
software and unused programs, which can lead to wasted CPU cycles and
unnecessary overuse of RAM.
The role of optimising system performance can avoid spending money on
unnecessary hardware and software when all that is required is careful
management of current resources.


• Take limited responsibility for the quantity and quality of the output of others

ICAS4113B Identify and resolve common database performance problems Section 7 Support
ICAS4113B Identify and resolve common database performance

problems
Field Support
Unit descriptor This unit defines the competency required to identify and solve common
database problems to improve performance.
and manipulate

1. Diagnose 1.1 Determine appropriate database performance diagnostic tool to use based
problems on organisational database requirements and vendor recommendations
1.2 Run diagnostic tool to identify latch contentions and events causing waits
and record outcomes
1.3 Determine and record where inappropriate use of database and temporary
table spaces occurs
1.4 Carry out appropriate fixes based on diagnostic results
2. Configure 2.1 Adopt a distributed files architecture to minimise I/O (input/output)
database contention
2.2 Ensure that database back-up procedures are appropriate for method of
data storage
2.3 Reconfigure rollback segments
2.4 Configure the database and test its performance
3. Tune database 3.1 Track the module performance according to specifications
3.2 Monitor and tune the efficiency of structured query language, as required
3.3 Monitor and measure the performance of shared pool, blocks and buffers
3.4 Detect, identify and resolve contentions that may arise in the real-time
operation of the database
3.5 Reconfigure the database according to specifications

Section 7 Support ICAS4113B Identify and resolve common database performance problems
RANGE STATEMENT
VARIABLE SCOPE
Diagnostic tools May include software or electronics equipment (e.g. volt-meter, oscilloscope,
data analyser).
databases, proprietary databases, commercial off the shelf (COTS)database
packages.
• Operating system: Novell NetWare 5 or above or any operating system that
has multi-user ability, Linux, Mac OS, Windows 2000 or above
second
Performance May include but is not limited to improvements to response time, simultaneous
access, compacting database files and repairing the database.
Structured Query May include proprietary extensions: AS/NZS 3968.0:1994 Information
Language technology – database languages – SQL – definition of data structures and basic
operations
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to correctly identify and solve common
evidence database problems to improve database performance.
skills • Broad knowledge of SQL
• Detailed knowledge of database administration
• Detailed knowledge of tuning methodologies
• General knowledge of the principles of database design
• Detailed knowledge of diagnostic tools
Skills include:
• Analysis capability in relation to normal routine and non-routine work
processes

ICAS4113B Identify and resolve common database performance problems Section 7 Support
in ICA05 Section 1.
and manipulate
• Diagnostic tools
• Database operating on a network
Role context Resolving database issues can be complex and take considerable time. The core
role in this competency is to take part in common database performance problem
solving.
All database applications can be performance enhanced with special care and
code optimisations.
This unit should be flexible enough to allow for the creation of specialised
database programs that are poor in performance so that problem solving
processes can be applied.
There are many open source database offerings that may provide a suitable code
base from which to work.
• Determine performance benchmarks from a database code structure
• Apply solutions to improve database performance
• Take responsibility for outputs in work and learning situations

Section 7 Support ICAS4113B Identify and resolve common database performance problems

standards
others

ICAS4114B Implement maintenance procedures Section 7 Support
ICAS4114B Implement maintenance procedures
Field Support
Unit descriptor This unit defines the competency required to set up maintenance procedures to
keep equipment and software operating effectively.
needs

1. Determine best 1.1 Identify equipment and software that is to be maintained and implement
practices for processes to ensure future acquisitions of equipment and software are
equipment and identified
software 1.2 Identify vendor documentation, peer organisations or research
maintenance information detailing best practices in equipment and software
maintenance to improve system performance and reliability
1.3 Develop recommended maintenance and operations guidelines for
equipment and software maintenance based on the above research
1.4 Obtain requirements from user in the area of equipment maintenance and
reliability
1.5 Document procedures for maintenance based upon best practices
2. Identify resources 2.1 Identify and record the level of support that can be provided by in-house
to provide resources
equipment and 2.2 Identify and record the support to be supplied by external or third-party
software organisations
maintenance
2.3 Develop or update service-level agreement with internal user and
third-party suppliers
3. Revise practices, 3.1 Monitor and review maintenance operation
where appropriate 3.2 Identify problem areas including failures to meet service-level
agreements, and consider changes to maintenance procedures
3.3 Assess changes in consultation with user, support staff and third party
suppliers
3.4 Design and implement improvements to maintenance procedures

Section 7 Support ICAS4114B Implement maintenance procedures
RANGE STATEMENT
VARIABLE SCOPE
Equipment May include but is not limited to workstations, personal computers, modems and
switches, hubs, personal digital assistants and other peripheral devices
software
the organisation
or a third party
Service-level May exist for many different infrastructure services, including communications
agreement carriers, ISPs, ASPs and SLAs for vendor products, workload and performance
considerations, expectations regarding servicing, penalties, charge back to
business units.
Best practices May include schedule of maintenance, user recommended activities, technical
specialist activities, identification and supply of parts, and repair of parts
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to set up efficient and responsive
evidence maintenance procedures to keep equipment and software operating.
skills • Broad understanding of help desk and maintenance practices
• Current industry-standard hardware and software products, with broad
some areas
involvement
• Broad knowledge of the client business domain

ICAS4114B Implement maintenance procedures Section 7 Support

• Broad knowledge of system performance
• Broad knowledge of diagnostic tools.
Skills include:
• Skills in handling difficult clients
• Conflict resolution skills
• Risk analysis skills
in ICA05 Section 1.

Section 7 Support ICAS4114B Implement maintenance procedures
• Technical environment with a variety of operational equipment
standards
others

ICAS4116B Undertake capacity planning Section 7 Support
ICAS4116B Undertake capacity planning
Field Support
Unit descriptor This unit defines the competency required to monitor and assess the current
and future capacity requirements of a system and to plan and install capacity
enhancements.
• ICAS4106B Action and complete change requests
• ICAS4109B Evaluate system status

1. Analyse existing 1.1 Review the existing system configuration information, both hardware and
system capacity software, to determine capacity issues
1.2 Investigate the current workload of the system and analyse its effect on
the capacity to perform
1.3 Examine the current service-level agreement to determine the
agreed-upon capacity standards
1.4 Examine and analyse the fault logs for those caused by capacity problems
1.5 Discuss and review capacity issues with users
1.6 Document the information gathered about the existing system workload
and capacity according to organisational guidelines
2. Determine future 2.1 Interview the user in order to gather data about future capacity
capacity requirements of the system
requirements 2.2 Organise and analyse the future requirements data and then evaluate to
obtain a forecast workload for the system
2.3 Using the data and information gathered, compare the existing workload
with the forecast workload and evaluate, to determine capacity problem
areas
2.4 Estimate the resources and equipment required to resolve predicted
capacity problems
2.5 Undertake a financial analysis of the estimated capacity requirements
2.6 Organise and document relevant information according to organisational
guidelines
2.7 Evaluate documentation in order to create a report, detailing
recommendations for capacity enhancements, for presentation to
appropriate person

Section 7 Support ICAS4116B Undertake capacity planning
3. Develop plan for 3.1 Develop a plan for implementing the recommended enhancements, with
capacity prioritised tasks and minimum disruption to users
enhancements 3.2 Factor into the implementation plan the availability of finances, staff and
other requirements
3.3 Submit the implementation plan to appropriate person for approval and
revision, if necessary
4. Install capacity 4.1 Install the capacity enhancements in accordance with installation
enhancements procedures, organisational guidelines and implementation plan
4.2 Measure the increase in capacity and performance resulting from installed
equipment in order to assess that capacity requirements have been met
4.3 Update documentation according to organisational guidelines to reflect
the capacity enhancements
5. Monitor ongoing 5.1 Monitor and assess the impact of new technology and application
capacity development on capacity and performance
requirements 5.2 Implement and maintain a performance database
5.3 Review and assess benchmarks and performance regularly with work
team, to enable timely capacity enhancements and updates of benchmarks
RANGE STATEMENT
VARIABLE SCOPE
System May include but is not limited to hardware and software components that run a
computer
software
Service-level May be specified for different infrastructure services, including communications
agreement carriers, ISPs, ASPs and for vendor products.
quantify service levels, and identify evaluation or audit of service levels. May
include workload and performance considerations, expectations regarding
servicing, penalties, charge back to business units.
or a third party

mechanisms.
the organisation
Problem May be in reference to the business, system, application, network or people in
the organisation; there may be a business need or opportunity that must be
addressed
Forecast May be ascertained from:
workload • Trends in existing workload
• Corporate business plans
• User interviews
• User questionnaires
• Application development personnel
• Outside influences (e.g. legal requirements)
• Competitive pressures
• Economic trends
Database May include but is not limited to Oracle, Sybase, Microsoft SQL server, Ingres,
DB2, Informix, mSQL, MySQL, SQL server
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to predict capacity requirements resulting
evidence from business growth, with forecasts being realistic and achievable; to monitor
and accurately assess current and future capacity requirements of a system; to
plan and install capacity enhancements; and to create and maintain required
documentation.
skills • Broad knowledge of component performance management
• Broad knowledge of performance monitoring tools
involvement
some areas

Section 7 Support ICAS4116B Undertake capacity planning
Skills include:
• Problem solving skills directed at problems involving the development of
capacity planning initiatives
present written and verbal information
• Literacy skills for interpretation of technical manuals and forecasting data
• Interpersonal skills in relation to other team members, clients and vendors
communications, risk management and forecasting skills
• Questioning and active listening at a range of user/vendor levels
• Ability to modify the current system to incorporate the planned changes by
installing hardware and software elements
in ICA05 Section 1.
• ICAS4106B Action and complete change requests
• A live system
• Fault logs
• Users
• Hardware components for installation
Role context Capacity planning is the process of measuring a system’s ability to carry out its
intended function. For example, to serve content a web server provides web
pages to its visitors at an acceptable speed. If visits were to double in one day, or
multiply one thousand-fold, like some of the large news sites, how well-prepared
would the organisation be in coping with this volume of traffic
This unit also establishes the general concepts and methodology involved in
performing capacity planning, so that one can adapt the testing to a business.

standards
others

Section 7 Support ICAS4119B Monitor and administer system security
ICAS4119B Monitor and administer system security
Field Support
Unit descriptor This unit defines the competency required to monitor and administer security
functions of a system.
• ICAS4124B Monitor and administer network security
• ICAT4194B Ensure basic website security
• ICAT4195B Ensure dynamic website security

1. Ensure user 1.1 Modify default user settings to ensure that they conform to security
accounts are policy
controlled 1.2 Modify previously created user settings to ensure they conform to
updated security policy
1.3 Ensure legal notices displayed at logon are appropriate
1.4 Use the appropriate utilities to check strength of passwords and consider
tightening rules for password complexity
1.5 Take action to ensure password procedures are reviewed with appropriate
other internal departments
1.6 Monitor email to uncover breaches in compliance with legislation
1.7 Access information services to identify security gaps and take appropriate
action using hardware and software or patches
2. Secure file and 2.1 Review inbuilt security and access features of the operating system and
resource access consider need for further action
2.2 Develop or review the file security categorisation scheme, and develop an
understanding of the role of users in setting security
2.3 Monitor and record security threats to the system
2.4 Implement a virus checking process and schedule for the server,
computer and other system components
2.5 Investigate and implement inbuilt or additional encryption facilities

ICAS4119B Monitor and administer system security Section 7 Support
3. Monitor threats to 3.1 Use third-party software or utilities to evaluate and report on system
the network security
3.2 Review logs and audit reports to identify security threats
3.3 Carry out spot checks and other security strategies to ensure that
procedures are being followed
3.4 Prepare and present an audit report and recommendations to appropriate
person
3.5 Obtain approval for recommended changes to be made
RANGE STATEMENT
VARIABLE SCOPE
or a third party
Security policy May be in relation to theft, viruses, standards (including archival, back-up,
network), privacy, audits and alerts; usually relates directly to the security
objectives of the organisation
Legislation May include privacy legislation, copyright, liability statements
software
person
Apple OS 8 or above
Server May include:
• Email servers
• FTP servers
a computer
Computer May include laptops, workstations, servers or other devices
Encryption May include features or protocols such as RSA public key, PGP (pretty good
privacy), symmetric ciphers, asymmetric public-key ciphers, sniffers, PKI, SSH,
Deslogin, PKZIP, secure socket layer (SSL), digital signatures

Section 7 Support ICAS4119B Monitor and administer system security
Security threats May include eavesdropping, manipulation, impersonation, penetration, denial of

service, by-pass, hacking, viruses
Security strategies May include privacy, authentication, authorisation and integrity, and usually
relates directly to the security objectives of the organisation.
EVIDENCE GUIDE
Critical aspects of Assessment must confirm knowledge of security features available in the
evidence operating environment.
Assessment must confirm the ability to monitor and administer security
functions on the system. This may include use of third-party diagnostic tools.
organisation
• Systems technologies, with broad knowledge of general features and
capabilities and substantial depth in some areas
• Risk analysis, with broad knowledge of general features
• Broad knowledge of specific security technology
• Broad knowledge of privacy issues and legislation.
Skills include:
particular business domain and best practice in system security
methodologies and technologies
• Project planning skills in relation to set benchmarks and identified scope.
in ICA05 Section 1.

ICAS4119B Monitor and administer system security Section 7 Support

• Security policy
• Standards
• Live system
standards
others

Section 7 Support ICAS4124B Monitor and administer network security
ICAS4124B Monitor and administer network security
Field Support
Unit descriptor This unit defines the competency required to monitor and administer security
functions on a network according to organisational policies.
unit • ICAS3032B Provide network systems administration
• ICAS4119B Monitor and administer systems security
• ICAS5202B Ensure privacy for users

1. Ensure user 1.1 Review organisation’s network and security policy to ensure up-to-date
accounts are knowledge and understanding of policies
controlled 1.2 Modify default and previously created user settings to ensure that they
conform with organisational security policy
1.3 Investigate log-on procedures for security and appropriateness and
modify log-on requirements, using relevant utilities, where applicable
1.4 Ensure that appropriate procedures are put in place to deal with user
accounts that are no longer required
1.5 Access information resources to identify and understand current,
documented security gaps and their associated repair procedure
1.6 Ascertain the security repairs applicable to the current network and
discuss with appropriate person to gain approval for repair
implementation
1.7 Obtain and implement the appropriate hardware and software necessary
for network security repair
2. Secure file and 2.1 Review inbuilt security and access features of the operating system and
resource access document areas for concern
2.2 Analyse the file security categorisation scheme and the role of users in
setting file security, in relation to organisational security policy and
recommend revision, if necessary
2.3 Implement, if necessary, a process for ongoing updates of virus checking
software, at server and workstation levels
2.4 Investigate and implement inbuilt or additional encryption facilities, as
appropriate, to meet organisational security needs

ICAS4124B Monitor and administer network security Section 7 Support
3. Monitor threats to 3.1 Investigate the current security of the network, including physical aspects,
the system utilising appropriate third-party testing software where applicable
3.2 Review logs and audit reports to identify and record security threats,
intrusions or attempts
3.3 Carry out spot checks and other activities to ensure that procedures are
not being bypassed
3.4 Evaluate the findings of the state of security and prepare
recommendations for improvement
3.5 Prepare documentation in a report for presentation to appropriate person
to gain approval for changes to be made
RANGE STATEMENT
VARIABLE SCOPE
Network May include large and small LANs, VPNs, Intranets, the internet
Security policy May be in relation to theft, viruses, standards (including archival, back-up,
network), privacy, audits and alerts; usually relates directly to the security
person
software
Apple OS 8 or above.
Server May include:
• Email servers
• FTP servers
the organisation
Security threats May include eavesdropping, manipulation, impersonation, penetration, denial of
service, by-pass, hacking, viruses

Encryption May include features or protocols such as RSA public key, PGP (pretty good
privacy), symmetric ciphers, asymmetric public-key ciphers, sniffers, PKI, SSH,
Deslogin, PKZIP, secure socket layer (SSL), digital signatures
EVIDENCE GUIDE
Critical aspects of Assessment must confirm an understanding of the organisation’s network
evidence security and access policies.
Assessment must confirm knowledge of the security features available in the
operating environment and the ability to monitor and administer security
functions on the network. This may include use of third-party diagnostic tools.
skills • Current industry-accepted hardware and software security products, with
broad knowledge of general features and capabilities
organisation
• Broad knowledge of features and capabilities of networking technologies,
with substantial depth in security areas
• Broad knowledge of risk analysis
• Broad knowledge of privacy issues and privacy legislation
• General knowledge of security information sources
Skills include:
• Problem solving skills related to intrusion detection
• Analysis and systems evaluation
• Research skills for identifying and analysing network security
methodologies and technologies
• Report writing skills for evaluating system security status in line with
organisational security polices
• Hardware and software installation skills related to improving network
security.
in ICA05 Section 1.
assessed either in the workplace or in a simulated environment. Simulated
activities must closely reflect the workplace to enable full demonstration of
competency.

ICAS4124B Monitor and administer network security Section 7 Support
Due to the inherent risks involved in activities such as dealing with the security
of potentially sensitive information, it is strongly recommend that work and
assessment be carried out on a system separate from the organisation’s main
field of network activity or in a simulated environment. Where a workplace
context is used, specific control for security must be adhered to in all
circumstances.
• ICAAD043B Develop and present a feasibility report
• ICAS5202B Ensure privacy for users
• A live network with security restrictions
• Security and access policies
• Security information resources
• Hardware and software that will improve security
Role context Security planning and monitoring aids in preventing intrusion into a network.
With computers containing and manipulating significant data about our finances,
purchasing habits and other private information, monitoring and administering
network security is an ongoing challenge for organisations which collect and use
such information.
This unit provides a starting point for monitoring and administering network
security. Activities undertaken in this unit should be done in a closed-off
LAN/WAN and the skills developed not used on live open networks.
• Use detection tools to detect intrusion
• Monitor and administer activities of users
• Apply emergency solutions to a variety security problems


standards
others

ICAS4125B Monitor and administer a database Section 7 Support
ICAS4125B Monitor and administer a database
Field Support
Unit descriptor This unit defines the competency required to manage, monitor and administer
a database.
units • ICAS3024A Provide basic system administration
problems

1. Start up a 1.1 Configure system for database start-up
database 1.2 Monitor database start-up and operation for irregularities
2. Manage database 2.1 Take action to ensure that a data dictionary has been compiled and that
data structures are in place
2.2 Maintain data integrity constraints according to business requirements
2.3 Create and design indexes and multiple-field keys according to business
requirements
2.4 Monitor the locking options chosen for the database
2.5 Confirm that recent back-ups of the database have been stored and that
back-ups can be retrieved as a full working copy
2.6 Monitor the data storage space for ongoing viability and resize as needed
2.7 Update data according to organisational guidelines
3. Manage database 3.1 Allocate or remove access privileges according to user status
access 3.2 Monitor network server log-in log file for illegal log-in attempts or for
security breaches
3.3 Manage system resources in the context of database administration

Section 7 Support ICAS4125B Monitor and administer a database
RANGE STATEMENT
VARIABLE SCOPE
databases, proprietary databases, commercial off the shelf (COTS) database
packages such as Oracle, PostgreSQL, Sybase, Microsoft SQL server, Microsoft
Access, Ingres, DB2, DB4, Informix, mSQL, MySQL, SQL server
Business May include, customer, supplier, payroll, inventory or tax requirements
requirements
Network server May include but is not limited to Novell NetWare 5 or above or any operating
system that has multi-user ability, Linux, Mac OS, Windows 2000 or above
computer
mechanisms.
or a third party
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to consistently manage and administer a
evidence database.
skills • General knowledge of structured query language (SQL)
• General knowledge of database administration
• Detailed knowledge of tuning methodologies
• General knowledge of the principles of databases
• Detailed knowledge of database management tools
• Detailed knowledge of back-up and recovery methodologies
• Detailed knowledge of database security
Skills include:
• Analysis skills in relation to working database processes
• Database management skills requiring depth in some areas

ICAS4125B Monitor and administer a database Section 7 Support
• Analysis and evaluation of information relating to database performance

• Problem solving skills in database processes
• Research skills for identifying, analysing and evaluating features of a
particular database
in ICA05 Section 1.
ensure consistency of performance in a range of contexts. This competency may
be assessed in the workplace or in a simulated environment, however, real-time
databases should be validated to provide real world outcomes.
• A live database, preferably on a LAN on which there is a server that offers
log-in functionality.
Role context Databases offer shared collections of logically related data, designed to meet the
information needs of multiple users. These stores of data describe entities and
the relationships between the entities and are generally supported by a database
management system which is the software mechanism for managing the data.
Databases are in place for most organisations and provide the fundamental
underpinnings for online facilities required for data provision and data retrieval.
The effective management and administration of databases are of critical
importance to businesses which rely on accurate and up to date information
availability.
Applications involve responsibility for database administration.

• Demonstrate skills in administering a database
• Monitor data and provide solutions to a defined range of unpredictable
problems
• Identify and apply skills and knowledge related to database problems
• Take limited responsibility for the administration of a database

Section 7 Support ICAS4125B Monitor and administer a database
standards
others

ICAS4127B Support system software Section 7 Support
ICAS4127B Support system software
Field Support
Unit descriptor This unit defines the competency required to operate and support system
software.
unit • ICAI3020B Install and optimise operating system software.

1. Maintain system 1.1 Evaluate system effectiveness against organisational requirements and
software benchmarks, to determine if maintenance activities should be commenced
1.2 Use system utilisation, file and disk structure, performance reports and
files to identify peak periods and possible performance problems
1.3 Monitor system data levels to determine whether system performance is
consistent with predetermined standards
1.4 Troubleshoot the system, if required, with appropriate system tools
1.5 Monitor and retune the system, where applicable, to improve performance
2. Set up and 2.1 Evaluate system requirements and monitor the appropriateness of file and
manage the folder structures
system files 2.2 Use the appropriate administration and tools to create file and folder
structures
2.3 Set security, access and sharing of file system to meet requirements
2.4 Identify the virus protection requirements of the network in line with
policies and organisational requirements
2.5 Scan the system for viruses and remove detected viruses
2.6 Test the file system to ensure that appropriate access is available to the
user groups
2.7 Ensure log-on scripts and custom written utilities and programs conform
to organisational guidelines for simple programming constructs
2.8 Document the file system created in accordance with organisational
guidelines

Section 7 Support ICAS4127B Support system software
3. Monitor and 3.1 Monitor user access against user access levels
manage system 3.2 Review security requirements for user and data to be stored on network
usage and
security 3.3 Determine risks that data is exposed to, and formulate appropriate
prevention and recovery processes
3.4 Implement a system to provide back-up and to restore services in the
event of a disaster
3.5 Document disaster recovery procedures
4. Carry out system 4.1 Confirm the back-up schedule meets organisational requirements
back-up 4.2 Ensure system back-ups are completed according to organisational,
scheduling and system requirements
4.3 Ensure that a secure off-site location for the storage of back-up media is
provided and used
4.4 Ensure system back-ups are recorded according to organisational
requirements
5. Restore system 5.1 Ensure system restores are completed when required for system recovery
back-up or testing according to organisational guidelines
5.2 Optimise the restored system according to organisational requirements
5.3 Ensure system restores are documented according to organisational
requirements
RANGE STATEMENT
VARIABLE SCOPE
responsibilities in the IT department, and vendor and product service-level
support agreements
computer, databases, applications, servers, operating systems, gateways,
application service provider and ISP
mechanisms
Network May include but is not limited to large and small LANs, VPNs, WANs, the
voice
Security May include but are not limited to security levels, trusted sites, privacy, SSL,
requirements encryption
or a third party

ICAS4127B Support system software Section 7 Support
Policies May include incident response procedures, network intrusion detection systems,
forensic procedures, training and awareness raising strategies
System May include but are not limited to system functionality, geography,
requirements environment, client user and cost constraints
Disk May include but are not limited to diskettes (floppy disks), CD, CD-RW,DVD
RW, zip disk, solid state hard drive
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to monitor and maintain system software
evidence performance according to vendor and organisational benchmarks utilising a wide
range of features and system tools.
skills • Detailed understanding of using system software and system tools
• Broad knowledge of vendor products and trends in product development
• Broad general knowledge of change management systems
Skills include:
• Managing system support
• Analysis skills in relation to routine and non-routine work processes
• Report writing skills for business requiring depth in some areas, analysis,
users and team members
in ICA05 Section 1.

Section 7 Support ICAS4127B Support system software

• Organisational performance benchmarks
• Live system
• Client user requirements
Role context Breadth, depth and complexity of knowledge and skills would prepare a person
to perform a range of tasks necessary in supporting systems software.
Operations must be undertaken in accordance with organisational polices and
procedures.
Managing the system software should be done under competent supervision
where there is a clearly defined range of contexts for ensuring minimal
disruption of services to the organisation.
• Demonstrate relevant understanding of policies and procedures related to
support system software, with theoretical knowledge of implementation
issues in the system context
• Apply known solutions to a variety of predictable software problems and
perform processes that require some discretion
• Interpret available website for managing systems software information
using discretion and judgement
standards
others

ICAS4134B Provide first-level remote help desk support Section 7 Support
ICAS4134B Provide first-level remote help desk support
Field Support
Unit descriptor This unit defines the competency required to resolve first-level user support
difficulties remotely.
units • ICAS3031B Provide advice to clients
• ICAS4022B Determine client computing problems and action
• ICAW4027B Relate to clients on a business level

1. Determine the 1.1 Determine the eligibility status of the individual experiencing the user
user support issue support difficulty against organisational guidelines for user support
services
1.2 Clarify the user support difficulty with client, using active listening and
questioning techniques where possible
1.3 Confirm the nature of the user support difficulty with client, using
technical language that is understandable by the client
2. Identify the 2.1 Identify the software, hardware or application, being used by the client
hardware or 2.2 Identify the outcome the client is trying to achieve and the stage of the
software being process they have reached, using active listening and questioning
used by the techniques
customer/client
2.3 Step the client back to the beginning of the process using plain English
2.4 Walk the client through the process in a clear and logical manner
3. Confirm 3.1 Determine, describe and eliminate factors that may have created the user
resolution of user support issue or that may permit it to recur
support issue 3.2 ‘Walk’/talk the client successfully through a complete recovery and
resolution process for the issue
3.3 Provide sufficient instruction to the client to enable effective handling
and resolution of the issue, if it recurs
3.4 Offer the client the next level escalation of the process if a resolution is
not possible under current circumstances, and explain costs involved

Section 7 Support ICAS4134B Provide first-level remote help desk support
4. Maintain 4.1 Confirm resolution of difficulty with client in accordance with client
communication service policy
link 4.2 Confirm client satisfaction with the current service in accordance with
client service policy
4.3 Inform client of additional support or services available, in accordance
with the organisation’s client service policy
4.4 Provide the client with additional information related to products and
services offered by the organisation, as required by the organisation’s
sales promotion requirements
4.5 Complete the client contact records in accordance with the client service
requirements
RANGE STATEMENT
VARIABLE SCOPE
User support May include a customer contact centre by phone, email, real-time website
support or other real-time support structures.
mechanisms
browsers, system browsers and spreadsheets
software
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to successfully resolve first-level user
evidence support difficulties remotely, while demonstrating customer service skills.


skills • Customer service policies
• How to apply escalation procedures in a clearly defined range of contexts
• User support policies of limited complexity related to known or
commonly-used options
• OH&S procedures related to the work environment and organisational
requirements
Skills include:
• Up-selling skills, with some discretion and judgement required
• Customer service skills in relation to communicating on product and
service matters with potential customers
• Using systems for recording and accessing information
• Active listening skills for identifying client problems and identifying where
in the process the problem has occurred
• Ability to interpret user manuals, for the purpose of resolving client
problems and guiding clients through manuals.
in ICA05 Section 1.
• In the case of this unit, it could be assessed in a holistic manner with:
ICAS4022B Determine client computing problems and action
• ICAW4027B Relate to clients on a business level
• Customer service policies
• User support policies
• Communications hardware (e.g. telephone hook-up) for dealing with clients
remotely

Section 7 Support ICAS4134B Provide first-level remote help desk support
Role context The operation of remote help desk support is an increasingly important aspect of
service provision within an overall client support framework as even internal
clients are often no longer co-located with technical support resources. In the
interests of business efficiency, many vendor and commercial support resources
have been located centrally and consequently are remote from their client base.
The rapid expansion of information technology into small businesses and
domestic environments has also increased the importance of IT product and
service providers providing effective and plain English first-level support and
subsequent problem escalation options for an increasing diverse client base.
Clients of IT service providers are partners in the support process and the
application of this competency requires some degree of client instruction to
enable handling of subsequent and similar issues or to understand the need for
escalation to higher order support.
This competency is sufficiently flexible to allow for creativity in support options
in relation to the specialised needs of clients.
undertaken as part of providing service support.
• Relate to client needs
• Provide logical answers in line with polices and procedures
• Take into consideration cultural needs
• Manage time and priorities by quickly assessing the level of support needed
and then directing the problem resolution accordingly
• Determine level of priority of the help desk issue
• Apply solutions to a variety of predictable end-user problems
• Interpret available information and use appropriate interview techniques to
request clarification where needed
standards
others

Section 7 Support ICAS4191B Maintain website performance
ICAS4191B Maintain website performance
Field Support
Unit descriptor This unit defines the competency required to ensure that a website maintains
its performance levels during peak traffic times and during full utilisation
access.

1. Benchmark 1.1 Review client performance expectations from specifications and business
website requirements
performance 1.2 Test administration and maintenance requirements against specifications
and business requirements
1.3 Establish performance benchmarks from specifications and business
requirements
1.4 Ensure performance benchmarks are tested
1.5 Record measured performance benchmarks against specifications
2. Track website 2.1 Measure actual website performance against performance benchmarks in
performance key areas and record outcomes
2.2 Establish procedures and policies for maintaining stability of actions and
processes related to the website
2.3 Identify faults or suggest improvements to the website
2.4 Implement improvements according to business requirements and in line
with policies and procedures
2.5 Establish automatic fault reporting procedures and processes
2.6 Monitor and maintain website security measures
2.7 Implement administration and maintenance schedules
2.8 Establish preventative maintenance and administration indicators and
ensure an alert system is enabled
2.9 Track user activities and make changes to policies or procedures,
depending on findings

ICAS4191B Maintain website performance Section 7 Support
3. Tune 3.1 Compare actual website performance against benchmarks over an

performance appropriate period and make changes based on inconsistencies
3.2 Record performance inconsistencies and incorporate learnings into
revised polices and procedures
3.3 Use diagnostic and software tools to identify and correct website faults
3.4 Plan and action preventative maintenance on a regular basis, to ensure
continuous and consistent performance of website
3.5 Complete and record fault correction and maintenance reports
4. Initiate and 4.1 Establish a mechanism for capturing client initiatives to assist in
monitor identifying maintenance or administration process performance problems
performance 4.2 Review security tools and procedures and conduct improvements where
improvement necessary
4.3 Document and implement maintenance schedules
4.4 Review maintenance and administration documentation in line with
policies and procedures, in order to identify areas for performance
improvement
4.5 Update the website on a regular basis, including information, links,
multi-media links and back-end software
4.6 Provide a timely and appropriate response to client to provide
improvement or maintenance suggestions
RANGE STATEMENT
VARIABLE SCOPE
Specifications May include but is not limited to technical requirements, user problem statement,
current system functionality
the organisation
Business May include customer, supplier, payroll, inventory or tax requirements of the
requirements organisation
a computer
software
Policies Incident response procedures, network intrusion detection systems, forensic
procedures, training and awareness raising policy.

EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to develop and maintain actual website
evidence performance against benchmarks, to ensure that the website meets specifications.
Where performance criteria are not met, faults must be identified and appropriate
remedial action taken.
Assessment must verify the ability to implement scheduled and non-scheduled
maintenance and to effectively monitor and tune website performance..
skills • Website architecture
• Basic website security
• Basic workload (web traffic) metrics
• Basic business process design
• Customer and business liaison
Skills include:
• Website analysis
• Technical test design
• Test implementation
• Test evaluation
• Fault diagnosis
• Fault correction
• Implementing administration and maintenance schedules
in ICA05 Section 1.

ICAS4191B Maintain website performance Section 7 Support

• Web servers and websites
• Technical requirements
• Web traffic diagnostic tools, including timing tools to gauge website
response times
Role context The effective and efficient operation of an organisation’s website is of critical
importance when business transactions a conducted online. Additionally, a
website provides a ‘new window’ into an organisation and as such provides
existing and potential clients with an indication of organisational credibility,
effectiveness and efficiency.
The rapid growth in the use of websites as the primary media for client
interaction, places considerable strategic and operational importance on activities
around effective website monitoring and performance.
Testing the website under different conditions of load is essential to
understanding how it behaves from the client’s perspective. Thus, testing tools
should include some way of simulating traffic from numerous users.
Breadth, depth and complexity of knowledge and skills would prepare a person
to perform basic skills in managing website performance.
Operations must be in accordance with organisational polices and procedures.
Managing the performance of a website should be done under competent
supervision where there is a clearly defined range of contexts for ensuring that
ongoing demands on the site are met.
• Demonstrate understanding of policies and procedures related to website
performance, with theoretical knowledge of security issues
• Apply known solutions to a variety of predictable website problems
• Interpret available website information using discretion and judgement
• Take responsibility for outputs in managing website performance


standards
others

ICAS4200B Monitor traffic and compile website traffic reports Section 7 Support
ICAS4200B Monitor traffic and compile website traffic reports
Field Support
Unit descriptor This unit defines the competency required to monitor website traffic and
compile traffic reports as specified.
• ICAS4191B Maintain website performance
• ICAT4186B Conduct operational acceptance tests of websites

1. Select web traffic 1.1 Identify and analyse available site analysis software with reference to
monitoring tools organisational requirements and website architecture
1.2 Choose and install the most suitable site analysis software according to
vendor requirements or alternatively choose the internet service provider
services that will achieve the tasks required
1.3 Identify the required report options with reference to organisational
requirements and website architecture
1.4 Develop a traffic monitoring program
2. Monitor web 2.1 Specify required traffic reports according to information requirements
traffic 2.2 Generate required traffic reports
2.3 Analyse reports to identify improvements to server/site performance
2.4 Apply forecasting methodologies to predict traffic peaks
3. Make 3.1 Recommend changes in hardware and/or software
recommendations 3.2 Implement changes as directed
for improvements
3.3 Continue traffic monitoring program as required
RANGE STATEMENT
VARIABLE SCOPE
agreements

Section 7 Support ICAS4200B Monitor traffic and compile website traffic reports
software
Information May include memos, letters, minutes, agendas and other business documents
requirements required by the organisation
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to monitor site traffic and compile traffic
evidence reports as specified.
skills • Queues and bottlenecks
• Server design and functionality
• Features and functionality of network device drivers
• Features and functionality of network operating systems
• Website architecture
• Website security issues
• Queuing systems
• Workload metrics
• Features and functionality of commercially available log file analysis
software (e.g. GetStats, AccessWatch, WebReporter, Accrue Insight,
RefStats, WebTrends)
• Features and functionality of commercially available traffic tracking
software (e.g. I/PRO, Guestbook)
• The Commonwealth Privacy Act 2000.
Skills include:
• Use of current web server log file analysis software
• Use of current traffic tracking software
• Use of current forecasting methodology for identifying traffic peaks

ICAS4200B Monitor traffic and compile website traffic reports Section 7 Support
in ICA05 Section 1.
• ICAS4191B Maintain website performance
• Web server

Section 7 Support ICAS4200B Monitor traffic and compile website traffic reports
Role context Managing website reports should be done under supervision with a clearly
defined range of contexts for ensuring security.
• Demonstrate understanding of policies and procedures related to reporting
and understanding website traffic, with theoretical knowledge of complex
measurements and issues in the internet context
• Apply known solutions to a variety of predictable website problems and
perform processes that require some discretion
• Interpret available website information using discretion and judgement
• Take responsibility for outputs in managing website monitoring
standards
others

ICAS4201B Transfer content to a website using commercial packages Section 7 Support
ICAS4201B Transfer content to a website using commercial packages
Field Support
Unit descriptor This unit defines the competency required to transfer content from a remote
location to a web server using a range of commercial IT products. The end
objective is the successful upload of new or revised information on a website.

1. Configure the file 1.1 Review and select file transfer protocol client based on features and
transfer protocol functions
client 1.2 Ensure that the file transfer protocol client is suitable for the technical
environment
1.3 Enter client details, including user ID, password and host name/ID into
the correct profile fields to create a permanent profile
1.4 Choose settings such as auto-detect, save profile and password depending
on organisational security and privacy policy and organisational
guidelines
1.5 Test and verify configuration by connecting to the web hosting server
2. Plan and prepare 2.1 Prepare data content and back it up on the local computer or server
for data transfer 2.2 Identify data as compressed or uncompressed with tools available on the
server to manage uploaded data
2.3 Ensure files are in an appropriate form for recognition and interaction by
the operating system
2.4 Ensure the receiving directory structure is applicable for the data to be
uploaded
3. Establish 3.1 Log on to remote server using administrative, guest or anonymous
connection to accounts
server 3.2 Proceed through security layers based on organisational guidelines
3.3 Initiate file transfer protocol client program and locate destination
directory
4. Transfer data to 4.1 Select files to be transferred and choose correct mode (ASCII or binary)
remote server 4.2 Run anti-virus software on downloaded files
4.3 Move, rename, copy, and delete files on the server as necessary and as
permissions allow
4.4 Store and order files according requirements and file extensions
4.5 Conduct appropriate steps for downloaded files such as translation,
decompression or de-archival of the files for use
4.6 Confirm data transfer and content functionality and close connection

Section 7 Support ICAS4201B Transfer content to a website using commercial packages
RANGE STATEMENT
VARIABLE SCOPE
File transfer Variables may include, but are not limited to, a wide variety of commercially
protocol (FTP) available tools such as:
client • AxY FTP for Windows, Linux and Unix
• Cftp for Unix
• Curl for Unix supports FTP, HTTP, Telnet
• GFTP with GUI for Unix supports FTP, HTTP and SSH
• Lftp command-line FTP for Solaris, IRIX, HP-UX, Digital UNIX and
Linux
• NFTP command-line FTP for Windows, Linux, OS/2
• NcFTP client command-line FTP and HTTP URLs for Solaris FreeBSD,
AIX and Linux
• WS_FTP for MS Windows
Apple OS 8 or above
Computer May include laptops, workstations, servers or other devices
Server May include:
• Email servers
• FTP servers
the organisation
software
mechanisms
Privacy policy Privacy policies include information on the types of information held, the
purpose of holding the information, how it is collected, and the approved uses
and disclosure of information held

ICAS4201B Transfer content to a website using commercial packages Section 7 Support
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to configure an FTP client, prepare content
evidence to be transferred, connect to the server and transfer content.
skills • Website server architecture (e.g. Linux, Windows, UNIX)
• Server operating systems
• FTP server and client software
• Copyright and intellectual property information
• The Commonwealth Privacy Act 2000
• Internet protocols
• Security issues – denial of service, viruses, hackers
Skills include:
• Website publishing
• File transfer
• Directory maintenance
• Connecting to remote servers
• File back-up
in ICA05 Section 1.
• Web servers
• FTP client software
• Server security password and access procedures

Section 7 Support ICAS4201B Transfer content to a website using commercial packages
Role context This competency requires the application of file transfer protocol (FTP) client
software as a means of uploading or changing content on a website. FTP is the
most common method for transferring data across the internet. Most web
browsers connect to FTP sites transparently and download data without the user
being aware that they are on an FTP server.
• Demonstrate uploading and downloading of data
• Make changes to settings of files located on a server
• Set up folders and directories for anonymous sharing
• Create upload folders and directories as a repository for users to place files
standards
others

ICAS5102B Establish and maintain client user liaison Section 7 Support
ICAS5102B Establish and maintain client user liaison
Field Support
Unit descriptor This unit defines the competency required to establish and maintain client user
liaison in an IT environment, post implementation. This occurs after the
business-critical functions have been determined.

1. Determine 1.1 Identify and record information technology used in the organisational unit
support areas 1.2 Identify stakeholders of the system
1.3 Identify organisational structure, culture and politics in relation to support
requirements
1.4 Determine what level of support is required by each organisational unit
2. Develop support 2.1 Contact organisational units, as required, to verify support needs
procedures 2.2 Establish procedures for providing required support, including method of
contact, frequency of meetings and reports
2.3 Document agreed procedure (service-level agreement)
3. Assign support 3.1 Identify IT skills required to assist each organisational unit with support
personnel activities
3.2 Assign personnel according to human resource processes
3.3 Verify availability of selected personnel
3.4 Provide support using agreed procedures
3.5 Obtain feedback from the appropriate person on a regular basis
RANGE STATEMENT
VARIABLE SCOPE
Human resource May include but is not limited to checking job and person specifications,
processes observation of work activities, review of performance reports, and professional
recommendations or referrals

Section 7 Support ICAS5102B Establish and maintain client user liaison
agreement carriers, ISPs, ASPs and SLAs for vendor products
quantify service levels, identify evaluation or audit of service levels. May
servicing, penalties, charge back to business units
systems, gateways, application service provider (ASP) and ISP
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to establish and maintain client liaison in an
evidence IT environment. Evidence of communication and reporting mechanisms
consistent with the identified role and as agreed between the parties must be
demonstrated.
skills • General knowledge of the role that IT plays in the client’s business domain.
Knowing what equipment supplies business-critical services (e.g. web
server for e-business, internet file transaction security for client accounts)
• Awareness of who the stakeholders are, what role they play in the
organisation and how dependent they are on the IT infrastructure (e.g.
salespeople and other mobile workforces may need a remote access
communication service while travelling.)
• Detailed knowledge of the IT system’s current functionality in supplying
the essential and desirable services to the organisation. (e.g. what servers
are engaged in providing the services such as email, web, proxy, firewall,
back-up)
• Broad knowledge of quality assurance practices in relation to how the
service is supplied (e.g. are response times for help desk issues adequate for
maintaining the organisation’s desired business activity level?)
• Current industry-accepted hardware and software products, capabilities of
IT devices, and detailed knowledge of areas related to the organisation’s
services, (e.g. specialised knowledge of website security, dynamic data
exchange or on-line open file back-up system).

ICAS5102B Establish and maintain client user liaison Section 7 Support
Skills include:
evaluation and presentation of information such as reporting on service
history issues are necessary. These could be in response to particular
problems or in response to an approach to quality assurance processes
aimed at a general improvement.
non-routine or contingency nature (e.g. when a major system upgrade is
needed and a workgroup approach is employed to implement it).
collecting information and gaining consensus on concepts, such as when
there are alternatives to decide upon, in installing new technology or in
altering the service process for the current system.
• Project planning skills in relation to how to deliver on scope, time, cost and
quality, and how to promote communications and manage risk.
defined range of predictable problems, such as organising equitable
workloads for each team member when extra (weekend or night) work is
necessary for a major network upgrade.
and evaluation of information in a defined range of areas (e.g. outlining
possible alternatives in technology or equipment changes).
• Customer service skills, including a semi-educational role when dealing
with end-user problems, so that, by explaining relevant concepts, the
learner can empower the end-user to attempt remedial action, the next time
a similar problem occurs.
in ICA05 Section 1.
• Documented support requirements

Section 7 Support ICAS5102B Establish and maintain client user liaison
Role context The demonstration of this competency is most relevant in the

post-implementation phase of a project when the allocation of personnel and
specification of support activities is most prominent. This competency articulates
and addresses the elements and steps that need to be carried out, in order to
establish a more formalised approach to post-implementation support. It
emphasises the three-way interrelationship between the user client, support staff
and equipment.
requirements
parameters

ICAS5103B Establish and maintain client user liaison during support activity Section 7 Support
ICAS5103B Establish and maintain client user liaison during support

activity
Field Support
Unit descriptor This unit defines the competency required to liaise with client users while
providing support.
units • ICAW4027B Relate to clients on a business level

1. Identify support 1.1 Identify support required by client
procedures 1.2 Review support call documentation to identify client contact person
1.3 Review service-level agreement (SLA) and appropriate procedures to
determine action, and include escalation procedures
1.4 Verify support requirements with client contact
2. Undertake 2.1 Provide support activity required by the client
support 2.2 Maintain communication with client contact throughout support activity
by email, phone or other specific process
2.3 Document action taken for support activity
2.4 Acknowledge protocol differences during support activity
3. Gather feedback 3.1 Submit resolution documentation to client contact
3.2 Contact client contact to determine satisfaction with support process
3.3 Conduct follow-up action, as required
RANGE STATEMENT
VARIABLE SCOPE

Section 7 Support ICAS5103B Establish and maintain client user liaison during support activity
agreement carriers, ISPs, ASPs and SLAs for vendor products.
servicing, penalties, and charge back to business units.
Protocol Each organisation has a defined protocol that can vary from encouraging open
communication between staff to a strict following of policy and process.
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to liaise with a client user while providing
evidence support coherent with the agreed standards.
skills • Help desk and maintenance practices
some areas
• Role of stakeholders and degree of stakeholder involvement
• Client business domain
• System’s current functionality
• Quality assurance practices
Skills include:
communications and risk management

ICAS5103B Establish and maintain client user liaison during support activity Section 7 Support
in ICA05 Section 1.
• Escalation procedure
• Documentation processes
requirements
parameters

Section 7 Support ICAS5104B Determine maintenance strategy
ICAS5104B Determine maintenance strategy
Field Support
Unit descriptor This unit defines the competency required to determine and operationalise
maintenance strategies and supporting processes to achieve continuity of IT
operations and business functions.

1. Identify and 1.1 Identify risks to business continuity due to system malfunction including
analyse quantification of possible loss
maintenance 1.2 Identify core business functions and determine the service requirements
needs for those functions
1.3 Develop a maintenance philosophy to meet business needs and apply it to
dealings with the client
2. Identify and 2.1 Review systems architecture and configuration documentation for
analyse IT system currency
components to be 2.2 Conduct an equipment and/or software audit if appropriate information is
maintained 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 3.1 Determine the views and requirements of the client in order to identify
service-level maintenance requirements
agreements 3.2 Prepare service-level agreements to match client user and business
requirements

ICAS5104B Determine maintenance strategy Section 7 Support
4. Formulate 4.1 Examine maintenance options against cost constraints, risks to business
maintenance continuity and service-level agreements
strategy 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 5.1 Negotiate and create reporting procedures for service requests with client
supplier and suppliers
processes and 5.2 Determine response time standards with client and suppliers
standards
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
VARIABLE SCOPE
Systems May include but is not limited to:
architecture • Operating system: Novell NetWare 5 or above or operating system that has
multi-user ability, Linux, Mac OS, Windows 2000 or above
second
software
upgrades


person
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to determine maintenance strategies and
evidence support processes for maintaining the continuity of IT operations and business
functions that relate directly to the core and other business support functions.
skills • Broad knowledge of help desk and maintenance practices, such as general
composition and operation of information database for tracking hardware,
software and operational issues, such as troubleshooting, repair and
warranty. Also, knowledge of determining level of support to a client
(e.g. support levels one to four)
areas pertaining to particular client business activity. (e.g. help desk
software, including a database for storing hardware and software details,
product warranty and service difficulty records, such as repair, replacement
and reconfiguration)
• General knowledge of the relationships between the stakeholders and the
service provider. This includes knowing the rights of the stakeholder and
the obligations of the learner inferred by the contract of service
• Broad knowledge of the client business domain and of the features of the IT
system that support the client’s business activity
• Detailed knowledge of how the system has been set up to process data and
what data elements are stored
• Broad knowledge of quality assurance practices with reference to
maintenance, warranty and repair of network equipment and software

ICAS5104B Determine maintenance strategy Section 7 Support
Skills include:
• Problem solving skills for a range of unpredictable problems involving
IT-based equipment used for client’s business activities
• Ability to analyse current system practices and system composition and to
suggest improvements to them, as part of the development of strategic
initiatives
• Communication skills in relation to analysis, evaluation and presentation of
information
non-routine or contingency nature, such as problems that may appear in a
networked PC environment (LAN and WAN), particularly with newly
installed equipment
• Presentation skills in relation to providing information (e.g. reporting and
making recommendations on new models of component maintenance
schedules in response to perhaps pre-existing inadequate measures)
• Negotiation skills in relation to clients and applied to a defined range of
predictable problems related to maintenance of client equipment
• Report writing skills for business, involving analysis and evaluation of
information in such areas as maintenance schedules for IT equipment, level
of service required, SLA, cost and viability, response time levels, escalation
procedures with clients, warranty conditions with suppliers and presenting
proposals for improvements to the servicing system in general
operations and business functions, in carrying out upgrading of the system
in its service levels or repair or replacement of equipment or software, in
order to avoid unnecessary disruption to client business activities
• Customer service skills in relation to maintaining the continuity of IT
operations and business functions.
• Communication and conflict resolution skills for handling difficult clients
• Risk analysis skills in relation to maintaining the continuity of IT
in ICA05 Section 1.

• Systems architecture documentation
• Warranty documents
Role context 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.
requirements
parameters

ICAS5105B Coordinate change requests Section 7 Support
ICAS5105B Coordinate change requests
Field Support
Unit descriptor This unit defines the competency required to analyse change requests and
prioritise them.
unit • ICAP4037B Contribute to the development of a strategy plan

1. Classify and 1.1 Receive and record change requests from the client
monitor change 1.2 Classify and prioritise change requests according to business guidelines
requests and service-level agreements
2. Determine 2.1 Identify risks to business continuity and prioritise changes that reduce
priority settings risks for implementation
2.2 Evaluate the costs and benefits of implementing changes against the
current system
2.3 Examine the benefits and costs of how and when a change is made
including risks to business continuity
2.4 Schedule change analysis in accordance with business down periods and
periods of business-critical activities
3. Develop change 3.1 Analyse similar change requests that might be developed and
analysis implemented simultaneously
work-plan to 3.2 Determine impact to the system and organisation of methodology and
develop and timing of change
implement
changes 3.3 Notify the reason for the change to key stakeholders
3.4 Determine the resources necessary to carry out the change development,
taking into account time and cost constraints
3.5 Develop a change plan based on change analysis
3.6 Review the change plan documentation to ensure it is completed in
accordance with system documentation standards
3.7 Forward the change plan to the appropriate person for consideration and
decision
4. Confirm change 4.1 Conduct feedback session with client groups to ensure change
plan is complete requirements are satisfactory
and satisfies 4.2 Complete follow-up work and make recommendations for changes in
client procedures or documentation

Section 7 Support ICAS5105B Coordinate change requests
RANGE STATEMENT
VARIABLE SCOPE
EVIDENCE GUIDE
Critical aspects of Assessment must confirm sufficient knowledge of one or more change
evidence management systems and the ability to review change procedures and make
appropriate recommendations.
some areas
involvement
• Broad knowledge of the client business domain

ICAS5105B Coordinate change requests Section 7 Support
Skills include:
• Report writing skills for business requiring depth in some areas, and
analysis and evaluation of information in a defined range of areas
procedures
in ICA05 Section 1.
• Business requirements

Section 7 Support ICAS5105B Coordinate change requests
requirements
parameters

ICAS5111B Review and manage delivery of maintenance services Section 7 Support
ICAS5111B Review and manage delivery of maintenance services
Field Support
Unit descriptor This unit defines the competency required to review and manage the delivery
of maintenance services.

1. Review service 1.1 Review service-level agreements
standards 1.2 Identify actual fault reporting and restoration performance and compare
with service-level agreements to ensure they meet requirements
1.3 Record areas of discrepancy
2. Review 2.1 Identify internal support and maintenance options
infrastructure 2.2 Undertake a review of infrastructure to understand service delivery
context
2.3 Record areas of discrepancy
3. Determine and 3.1 Compare service standards and infrastructure discrepancies and identify
implement gaps in existing service
solutions 3.2 Document discrepancies identified
3.3 Determine cost-effective solutions and impact
3.4 Implement solutions
4. Organise reviews 4.1 Determine guidelines for regular reviews with stakeholders
4.2 Undertake reviews as per agreed guidelines
4.3 Document review process and submit to the stakeholder
4.4 Ensure effective reporting procedures are in place and used
RANGE STATEMENT
VARIABLE SCOPE

Section 7 Support ICAS5111B Review and manage delivery of maintenance services
Maintenance May include:
options • On-site response
• Remote diagnostics
• Return to depot
• On-line real-time support
• Web-based support
• Business hours only support
• Continuous support and technical help
• Telephone support
• Second-level support
EVIDENCE GUIDE
Critical aspects of Assessment must confirm sufficient knowledge of compliance with service-level
evidence agreement.
Assessment must confirm the ability to critically analyse and prioritise requests
according to business requirements.
skills • Help desk and maintenance practices
• The role of stakeholders and the degree of stakeholder involvement
• Broad knowledge of capacity planning
• Context of changes being implemented
Skills include:

ICAS5111B Review and manage delivery of maintenance services Section 7 Support
procedures
in ICA05 Section 1.
• Clients wishing to define and review a service-level agreement
• Established IT service infrastructure
• Reports measuring performance against agreement
Role context The provision of maintenance services are often specified under formal
service-level agreements (SLAs). These agreements need to consider business
processes and requirements as well as clearly specifying and quantifying service
levels. Other provisions which could be included relate to evaluation or audit of
service levels particularly workload and performance considerations, as well as
expectations regarding servicing, penalties, and charge-back arrangements to
business units.
Changes to service-level agreements involve reviewing current maintenance
services in order to determine gaps in services to clients.

Section 7 Support ICAS5111B Review and manage delivery of maintenance services

requirements
parameters

ICAS5118B Manage system security Section 7 Support
ICAS5118B Manage system security
Field Support
Unit descriptor This unit defines the competency required to implement and manage security
on an operational system.

1. Identify threats to 1.1 Identify and understand the organisation’s system
system 1.2 Conduct risk analysis on system and record outcomes
1.3 Evaluate threats to the system and record findings
1.4 Identify and document human interactions with system
2. Determine risk 2.1 Conduct a risk assessment on the system and categorise risks
category 2.2 Conduct a risk assessment on human operations and interactions with the
system and categorise risks
2.3 Match risk plans to risk categories
2.4 Determine and plan resources by risk categories
3. Identify 3.1 Identify and put in place effective controls to manage risk
appropriate 3.2 Design polices and procedures to cover people interactions with the
controls system
3.3 Conduct training in the use of system-related polices and procedures
3.4 Monitor high-risk categories at specified periods
3.5 Identify and record system breakdowns
4. Include controls 4.1 Develop security plan and procedures to include in management system
in the system 4.2 Develop security recovery plan
4.3 Implement system controls to reduce risks in human interaction with the
system
5. Monitor system 5.1 Review and monitor risks and controls using a management review
tools and process
procedures 5.2 Review risk analysis process based on security benchmarks from vendors,
security specialists and organisational reviews
5.3 Plan to re-evaluate system and identify new threats and risks

Section 7 Support ICAS5118B Manage system security
RANGE STATEMENT
VARIABLE SCOPE
Threats May include eavesdropping, manipulation, and impersonation, penetration,
denial of service and by-pass, hackers, viruses
Security plan May include theft, viruses, standards (including archival, back-up, network),
privacy, audits, alerts and usually relates directly to the security objectives of the
organisation.
EVIDENCE GUIDE
Critical aspects of Assessment must confirm knowledge of security risks and options available in
evidence the operating environment.
Assessment must confirm the ability to implement and manage security
functions on a system.
Skill • Systems management and process control in relation to security
• Specific knowledge of the client organisation
• Systems technologies, with broad knowledge of general features and
capabilities, and substantial depth in some areas
• Risk analysis techniques, with broad knowledge of general features, and
depth in security procedures
• Broad knowledge of general features of specific security technology, with
substantial depth in some areas
Skills include:
• Research skills for identifying, analysing and evaluating weaknesses and
strengths of security systems
• Best practice in systems security methodologies and technologies
• Problem solving skills for a mixed mode environment of people and
systems processes
• Management of unpredictable problems involving participation in group
solutions and analysis
• Ability to communicate clear concepts and solutions to complex issues in
an unambiguous manner
• Report writing skills requiring depth in some areas, analysis and evaluation
of information in a defined range of areas

ICAS5118B Manage system security Section 7 Support
in ICA05 Section 1.
Resources • Live system
• Utility tools

Section 7 Support ICAS5118B Manage system security
Role context System security is an increasingly important preoccupation for both ICT and
business professionals.
As more organisations expand their operations using the internet and linking
their infrastructure to mass communications media, managing systems
effectively becomes paramount. Understanding systems is key to managing risk
in a cost-effective and secure manner and effective system security is important
not only for improving business operations, but in some cases preventing
business loss by avoiding security breaches and threats.
Analysis involves participation in development of strategic reviews, determining
security outcomes, as well as dependence on organisational information in a
complex mixture of people and processes.
• Demonstrate understanding of security in relation to processes and people
• Develop plans and policies and theoretical issues in security, with
substantial depth in some key areas
• Analyse and plan to solve technical problems
• Determine management requirements
• Apply theoretical concepts to technical issues
• Demonstrate creative skills in a range of complex situations
• Evaluate information, using it to forecast for planning purposes
• Take key responsibility for the achievement of security outcomes
requirements
parameters

ICAS5122B Identify and resolve network problems Section 7 Support
ICAS5122B Identify and resolve network problems
Field Support
Unit descriptor This unit defines the competency required to troubleshoot local area network
problems.
unit • ICAI4097B Install and configure a network
• ICAI5087B Acquire system components
networks
• ICAS5192B Configure an internet gateway

1. Implement 1.1 Set up appropriate logs to monitor network activity and to produce a
regular network management information base (MIB)
monitoring 1.2 Use network tools to benchmark the network and to establish a reference
point for network performance
1.3 Identify critical activity levels
1.4 Regularly review documents and logs to facilitate network tuning
1.5 Make recommendations to management for additional network resources
to improve performance or to pro-actively avoid problems
2. Troubleshoot 2.1 Communicate with help desk and other support services to quickly
network problems identify network problems
2.2 Use various tools and knowledge of network topology and protocols to
identify and solve network problems
2.3 Advise users and clients of progress and solutions in a timely manner
2.4 Complete support documentation

Section 7 Support ICAS5122B Identify and resolve network problems
RANGE STATEMENT
VARIABLE SCOPE
voice.
Network topology May include ring, star, bus, hierarchical and hybrid
or a third party
Network tools May include but are not limited to Snort, Satan Saint, Netbus, Ping Netstat,
Nmap, Traceroute, Whois, Dig
EVIDENCE GUIDE
Critical aspects of Assessment must confirm knowledge of the troubleshooting and monitoring
evidence facilities available in the operating environment. It must also confirm the ability
to undertake logical troubleshooting processes and network support activities. It
should include constant monitoring of the network to maintain network
activities.
• General knowledge of the client business domain, business function and
organisation
• Networking technologies (e.g. TCP/IP, OSI protocol stacks), with broad
knowledge of features and capabilities, and substantial depth in protocols
such as Ethernet, AppleTalk, Novell, Linux or Unix protocols
• Network management tools, with broad knowledge of general features and
capabilities, with substantial depth in troubleshooting areas
• Detailed knowledge of organisational maintenance response level
escalation procedures (e.g. level one, phone operator; level two, technical
personnel; level three, specialised person)

ICAS5122B Identify and resolve network problems Section 7 Support
Skills include:
clients and team members.
• Analytical/logical skills for identifying, analysing and evaluating support
issues and network problems
• Project-planning skills in relation to scope, time, cost, quality,
communications and risk management
• Problem solving skills for a defined range of unpredictable problems.
in ICA05 Section 1.
• ICAI5087B Acquire system components
• ICAI5174B Install high-end switches in multi-switched local area networks
• ICAS5192B Configure an internet gateway
• Network support tools
Role context Troubleshooting local area network problems requires a focus on:
• Applying both software- and hardware-based tools
• Logical troubleshooting methods derived from knowledge and
understanding of network topologies and protocols
• Using a management information base of accumulated fault resolution
information to determine the nature and location of the fault
• Problem resolution related to wide area network (WAN) connections that
the LAN uses for general use of the internet or for connection to other
remote LANs belonging to the organisation should also be considered

Section 7 Support ICAS5122B Identify and resolve network problems
The application of this competency would generally require a degree of

instruction as part of the problem solution stage, in order to empower the client
to resolve or manage recurrences of similar problems. Additionally, this
competency may involve participation in the development of strategic initiatives
or solutions as part of a more long-term approach to network planning.
In applying the skills and methods within this competency, the aim should be to
minimise network down time.
requirements
parameters

ICAS5123B Manage network security Section 7 Support
ICAS5123B Manage network security
Field Support
Unit descriptor This unit defines the competency required to implement and manage security
functions throughout a network.
unit • ICAS4124B Monitor and administer network security

1. Identify threats to 1.1 Conduct a network infrastructure analysis to understand network
network complexity
1.2 Determine risk category of each point on the network
1.3 Analyse approved user point of contact with network
1.4 Determine non-authorised user points of contact with the network
1.5 Conduct risk analysis on each identified category
1.6 Audit and document logs of current system
2. Determine risk of 2.1 Undertake security analysis of risk data on each network category
network failure 2.2 Review log usage files
2.3 Analyse user points of contact with the network for weaknesses
2.4 Conduct threat assessment matrix on network
2.5 Design network security requirements that fit with organisational systems
plans and procedures
2.6 Design audit trails that incorporate user tracking to determine risk
3. Plan suitable 3.1 Plan control methods for managing user access
control methods 3.2 Review controls over data input, output, files permissions, log-on and
for the network processing
3.3 Manage external and internal permission structures
3.4 Design automatic intrusion notification processes in line with systems
management policy
3.5 Document controls for security and risk issues
3.6 Obtain approval from approved security senior management for the
design of the control
4. Incorporate 4.1 Add network controls to the network in line with system security polices
controls into the and procedures
network 4.2 Document user access security provisions by user classification at
program, record or field level, and include procedures for controlling the
security provisions according to client requirements

Section 7 Support ICAS5123B Manage network security
5. Implement 5.1 Review external or intranet access, using appropriate software control
additional mechanisms
security facilities 5.2 Evaluate firewalls and record findings and preferences in rank order
5.3 Investigate and consider use of a ‘demilitarised zone’ (DMZ)
5.4 Install and configure firewall in accordance with manufacturer
recommendations and security standards
5.5 Make recommendations for additional equipment
5.6 Install approved equipment and configure to provide required levels of
security
RANGE STATEMENT
VARIABLE SCOPE
voice
Demilitarised May include a computer or small sub-network that sits between a trusted internal
zone (DMZ) network, such as a corporate private LAN, and an untrusted external network,
such as the public Internet.
Typically, the DMZ contains devices accessible to Internet traffic, such as Web
(HTTP) servers, FTP servers, SMTP (e-mail) servers and DNS servers.
or a third party
Threat assessment May include eavesdropping, manipulation, and impersonation, penetration,
denial of service and by-pass, hackers, viruses using logging, intruder detection
and other tools
Firewalls May be part of router configuration or proxy server. Products include:
• Cisco Centri
• Smoothwall
• IPcop
• Check Point FireWall-1
• CyberwallPLUS
• Linux – IPtables firewall
• OpenBSD firewall

ICAS5123B Manage network security Section 7 Support
EVIDENCE GUIDE
Critical aspects of Assessment must confirm knowledge of emerging security issues, security
evidence features of hardware and software, limitations in vendor solutions, operating
systems and software.
Assessment must confirm the ability to implement and manage security
functions on a network.
skills • Network management and security process controls
• Specific and detailed knowledge of the organisation’s network
infrastructure
• Security technologies and capabilities of software and hardware solutions,
with substantial depth in some areas
• Logging analysis techniques, with broad knowledge of general features,
with depth in security procedures
• Broad knowledge related to emerging security issues, with substantial depth
in related weaknesses of installed network infrastructure
Skills include:
• Investigation skills for identifying, analysing and evaluating security
systems logs for weaknesses, invalid users and intruders
• Application of best practice in systems security methodologies and
technologies
• Problem solving skills for complex networks, including systems processes
• Rapid deployment of solutions to problems involving failure
• Ability to analyse network information and determine actions
• Report writing skills
in ICA05 Section 1.

Section 7 Support ICAS5123B Manage network security

• Network support tools
Role context Managing network security is a complex process involving internal and external
threats and choices between a range of potential solutions. With many small to
medium enterprises joining larger organisations in providing both domestic and
global e-commerce facilities, it is increasingly important to provide secure
networks. This can only be done with a comprehensive plan that takes into
account the whole organisation system as well as the network.
Analysis involves participation in development of network security planning and
implementation.
• Demonstrate understanding of security in relation to network solutions
• Describe in detail issues related to security in some key areas
• Analyse and plan to solve compromised networks
• Determine network security requirements
• Apply theoretical scenarios in line with security and technical issues
• Demonstrate skills in a range of complex security situations
• Evaluate security information and use it for planning purposes
• Take responsibility for the achievement of security outcomes
requirements
parameters

ICAS5192B Configure an internet gateway Section 7 Support
ICAS5192B Configure an internet gateway
Field Support
Unit descriptor This unit defines the competency required to connect network hardware
devices, mainly personal computers, to a internet gateway.
unit • ICAI4097B Install and configure a network

1. Confirm client 1.1 Confirm and validate client requirements
requirements and 1.2 Determine scope of internet services with reference to client
network requirements.
equipment
1.3 Identify and install components, both hardware and software
1.4 Verify equipment specifications and availability of components
2. Review security 2.1 Assess security features of internet gateways with reference to
issues architecture and security plan
2.2 Review security measures with the internet service provider (ISP) with
reference to firewalls and other measures as required
2.3 Brief users on the security plan with reference to internet use and hazard
possibilities
3. Install and 3.1 Identify and select installation and configuration options
configure 3.2 Install and configure gateway products and equipment as required by
gateway products technical guidelines
and equipment
3.3 Plan and execute tests with reference to client requirements and network
impact
3.4 Analyse error reports and make changes as required
4. Configure and 4.1 Assign node to specific gateway as required by network architecture and
test node client requirements
4.2 Determine connection type and configure with reference to network
architecture and client requirements
4.3 Ensure node software and/or hardware is configured as required
according to vendor specifications and client requirements

Section 7 Support ICAS5192B Configure an internet gateway
RANGE STATEMENT
VARIABLE SCOPE
software
• Operating system: Novell NetWare 5 or above or other operating system
that has multi-user ability, Linux, Mac OS, Windows 2000 or above
second
organisation.
Firewalls May include hardware appliances, proxy servers or individual PC solutions, with
varying functionality, including network address translation (NAT)/IP
masquerading and routing to specific machines.
voice.
Connection type May include dial-up, dedicated or proxy connections
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to connect network hardware devices to an
evidence internet gateway and configure and test them.
skills • Features and functions of network gateways; network architecture,
including switches, routers, hubs, bridges as required; network operating
systems and desktop operating systems
• Gateway software (e.g. Cisco IpeXchange, Postoffices, Lotus Notes
• Domain name server (DNS) resolution
• Current browser software (e.g. MS Explorer, Netscape Navigator, Mozilla,
Konqueror, Opera)

ICAS5192B Configure an internet gateway Section 7 Support
Skills include:
• Installation and configuration of computer hardware and software
• Use of proprietary software
• Business analysis skills
• Communicating with clients
in ICA05 Section 1.
• Network with internet access
Role context An internet gateway is the hardware or software set-up that translates between
two dissimilar protocols and which provides a system for converting messages
between TCP/IP and other protocols. Using internet gateways, various networks
around the world can effectively become one large network. By reviewing a
variety of internet gateways and talking with ISPs, a better understanding of
gateway products and their applications will be achieved.
Any internet gateway needs to be configured according to the needs of the client
and consideration should be given to redundancy with reference to fault
tolerance and back-up links.

Section 7 Support ICAS5192B Configure an internet gateway

requirements
parameters

ICAS5199B Manage business websites and servers Section 7 Support
ICAS5199B Manage business websites and servers
Field Support
Unit descriptor This unit defines the competency required to maintain and manage business
websites and the associated servers.
unit • ICAS4191B Maintain website performance
• ICAA6157B Develop technical requirements for a business solution

1. Maintain business 1.1 Establish personnel polices and procedures for managing access and
website and changes to all aspects of the business website
contents 1.2 Design and start a training program for teaching staff how to use
procedures and polices as well as making changes to the business website
1.3 Evaluate and test site analysis software on a non-live server to verify all
features and functions are safe for use on a live server
1.4 Generate site summary reports in line with the organisational quality
management program or guidelines
1.5 Review reports found to have generated security flaws
1.6 Check links for functionality and ongoing relevance
1.7 Modify web pages according to changing business requirements and
analysis of site summary report
1.8 Maintain and debug database information according to site and
information requirements
2. Maintain business 2.1 Establish a security response procedure to control information placed on
security of the the business website by developers, designers and end-users
website 2.2 Develop a security plan
2.3 Test site security according to organisational requirements of the security
plan
2.4 Maintain site security using information from security vendors and
technical media outlets

Section 7 Support ICAS5199B Manage business websites and servers
3. Monitor business 3.1 Select server analysis tools with reference to organisational requirements
website and the range of functionalities requiring monitoring
performance 3.2 Determine business website load metrics and performance indicators in
line with organisational requirements
3.3 Measure business website server performance with server analysis tools
3.4 Identify and document business options for performance improvement
3.5 Submit website server performance reports to client
4. Undertake 4.1 Determine future peak volumes by measuring page usage and volume
capacity planning accesses
4.2 Develop an upgrade program to deal with increasing load and
performance issues
4.3 Set performance benchmarks to take into consideration possible future
scenarios for each relevant load metric
4.4 Determine options for upgrade path for equipment needs based on
research and business website performance growth forecasting
RANGE STATEMENT
VARIABLE SCOPE
• Apache HTTP server
• Microsoft-Internet-Information-Server, Microsoft-IIS
• NetDynamics
• Lotus Domino
• Zope
• Netscape Enterprise server, Netscape-FastTrack, Netscapebusiness
• Sun Microsystems iPlanet web server
• iPlanet-Enterprise
• Sun Microsystems Java web server
• Email servers
• FTP servers
• Proxy servers
Database May include Oracle, Sybase, Microsoft SQL server, Ingres, DB2, Informix,
mSQL, MySQL, SQL server
Server analysis May include Apache JSSI, Apache Jmeter
tools
organisation.

EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to maintain a consistent and constantly
evidence performing website that meets the stated business strategies and directions.
• Website security issues
• Queuing systems
• SGML and associated standards
• Bottlenecks and methods of correction
• Workload metrics
• User request classes
• Electronic Commerce Modelling Language
Skills include:
• Use of a current site server, web server log file analysis and traffic tracking
software
• Use of a current forecasting methodology for identifying traffic peaks
• Maintaining firewalls
• Maintaining VPN gateways
• Request for proposals (RFPs)
• Intrusion detection software
• Integrity checking software

Section 7 Support ICAS5199B Manage business websites and servers
in ICA05 Section 1.
• ICAA6157B Develop technical requirements for a business solution
• Site servers and web servers
• Business website
• Business planning documentation

Role context Performance issues and response times remain a primary concern of business
and business websites. Optimising the performance of the website and associated
servers will ensure smooth functionality of the pages and effective operation of
commercial transactions through the site.
requirements
parameters

Section 7 Support ICAS5202B Ensure privacy for users
ICAS5202B Ensure privacy for users
Field Support
Unit descriptor This unit defines the competency required to ensure that personal information
of users is handled in a confidential manner.

1. Review privacy 1.1 Investigate and become conversant with current privacy legislation
policy in relation 1.2 Review organisational privacy policy and procedures
to legislation
1.3 Identify and document relevance of privacy legislation to organisational
outcomes
2. Determine policy 2.1 Compare organisation’s policies and procedures with privacy legislation
shortfalls 2.2 Identify discrepancies between privacy legislation and organisational
practice
2.3 Document discrepancies and submit to appropriate person for review
3. Update and 3.1 Update policies and procedures to ensure they align with privacy legislation
review policies 3.2 Distribute new policies and procedures to all personnel
3.3 Coordinate training of all personnel in privacy policy and procedures
3.4 Implement new work practices
3.5 Review work practices to ensure correct application of privacy policies
and procedures
RANGE STATEMENT
VARIABLE SCOPE
Privacy legislation May include:
• National Privacy Principles
• National Information Privacy Principles
• Health Privacy Guidelines
• Code Development Guidelines
• Available at www.privacy.gov.au
• The Federal Privacy Act
• State Privacy Acts

ICAS5202B Ensure privacy for users Section 7 Support
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to implement and maintain the legal
evidence requirements of privacy legislation through the development of mechanisms and
procedures and apply user privacy protection measures consistent with the law
and the National Privacy Principles.
• Server operating systems
• Federal and State privacy legislation
• Storage Media security systems
• Project management
• Stakeholder communication
• Legal requirements
Skills include:
• Secure file transfer
• Version back-up and storage
• Secure database management
• Office space management
• Network management
in ICA05 Section 1.

Section 7 Support ICAS5202B Ensure privacy for users
• Website
• Privacy legislation and guidelines
• Organisational policies and procedures
Role context The inherent limitations of paper-based systems provide a degree of privacy
protection. However with the migration of records and personal information to
IT systems, there is now a far greater range of access and use of personal
information. Additionally, the internet continues to make it easy to solicit and
collect information whilst individual IT systems make it easy to manipulate and
transfer that same information.
This availability of information in digital form has resulted in a proliferation of
uses of personal information, some of which have major implications for the
privacy of individuals.
As the wider community becomes more concerned with security issues, privacy
and a person’s right to privacy are increasingly important. In put from IT
professionals is of fundamental importance to the design and management of
privacy policies and procedures within organisations. The website of the privacy
commissioner contains the most up-to-date information about privacy legislation
and issues that affect all organisations.
requirements
parameters

ICAS5203B Evaluate and select a web hosting service Section 7 Support
ICAS5203B Evaluate and select a web hosting service
Field Support
Unit descriptor This unit defines the competency required to evaluate and select an appropriate
hosting service for current and future business needs.
• ICAA5056B Prepare disaster recovery and contingency plans

1. Select ISP based 1.1 Review comparable characteristics of a range of hosting services
on selection including web hosting facilities, data transfer, level of service,
criteria approved functionality, hosting plans and pricing plans
by the client 1.2 Review client usage and ensure that email and mailing list services are
flexible enough to meet current and future business needs
1.3 Review support service standards to ensure they meet the needs of the
business
1.4 Ensure internet service provider (ISP) hosting service has sufficient data
capacity to cover partial outages
1.5 Determine availability of security technologies
1.6 Determine availability of scripting languages
1.5 Evaluate optional server applications for advanced web business functions
1.8 Confirm client selection criteria and select internet service provider (ISP)
hosting service that best matches the criteria
2. Ensure guarantee 2.1 Establish that the web hosting service has systems in place to monitor
of permanent server performance and availability
on-line presence 2.2 Negotiate escalation procedures and performance standards with internet
service provider
2.3 Establish that security and back-up procedures are articulated and meet
business needs
3. Ensure that web 3.1 Take action to ensure that operating system supports the preferred
host meets business development software, applications, extensions and databases
technical 3.2 Establish that the web host servers support dynamic websites using the
requirements preferred business technologies
3.3 Establish that the web host provides current and future disk space
requirements
3.4 Establish that the site analysis reports are available and flexible enough to
meet business needs
3.5 Establish that the security systems and payment technologies meet
business and customers expectations and requirements

Section 7 Support ICAS5203B Evaluate and select a web hosting service
4. Performance is 4.1 Test the performance of the ISP during on- and off-peak times and record
benchmarked and outcomes
tested against 4.2 Establish that the email and mailing services have back-up procedures in
specified criteria place and are protected from damage, erasure or unwanted damage
4.3 Take action to ensure support services perform in line with business
needs
RANGE STATEMENT
VARIABLE SCOPE
Server May include file sharing, printer sharing, messaging, web services, network and
applications remote access, database and data warehousing, directory services, management,
line of business applications, terminal services.
• Apache HTTP server
• Microsoft-Internet-Information-Server
• NetDynamics
• Lotus Domino
• Netscape Enterprise server, Netscape-FastTrack, Netscape-Commerce
• Sun Microsystems iPlanet web server
• iPlanet-Enterprise
• Sun Microsystems Java web server
• Email servers
• FTP servers
Scripting May include Pearl, VBscript, VB.Net Javascript, PHP, Python
languages
Security May include secure socket layer (SSL), PKI, payment gateways
technologies
Hosting plans May include disk storage, CGI access, scripts, POP accounts, dedicated servers,
e-business hosting and co-location of servers
Databases May include Oracle, PostegreSQL, Microsoft SQL Server, My SQL and SQL
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to evaluate and select a web hosting service
evidence that meets the current and future needs of the business.

ICAS5203B Evaluate and select a web hosting service Section 7 Support

skills • Internet security issues
• Server technologies
• Operating systems used by ISPs
• Customer and business needs and relationships
• Performance expectations from customers and end users
• Applying performance benchmarks
Skills include:
• Basic negotiation skills
• Analytical skills for determining appropriate pricing and services plan for
the business
• Forward planning skills in relation to identifying future business needs
in ICA05 Section 1.
• Hosting plans, prices and service agreements
• Technology underpinning the ISP and services offered
• Business plan outlining future directions for the business
Role context The effectiveness of an organisation’s online presence is significantly
determined by the quality, cost and features of the web hosting service provider
or ISP. Web hosts often tailor their services to serve the needs of a particular
type of client and the selection of an appropriate bundle of features and provider
is an important decision for the organisation.
An individual demonstrating this competency would be able to take
responsibility for comparing and evaluating ISP services

Section 7 Support ICAS5203B Evaluate and select a web hosting service

requirements
parameters

Section 8 Team Work Table of Contents
Section 8 TEAM WORK

Units of Competency
Table of Contents
ICAW2001B Work effectively in an IT environment______________________________ 1

ICAW2002B Communicate in the workplace____________________________________ 4
ICAW2011B Work individually or as a team member to achieve organisational goals ___ 7
ICAW4026B Coordinate and maintain work teams ______________________________ 10
ICAW4027B Relate to clients on a business level _______________________________ 14
ICAW4214B Maintain ethical conduct________________________________________ 18

Table of Contents Section 8 Team Work

Section 8 Team Work ICAW2001B Work effectively in an IT environment
ICAW2001B Work effectively in an IT environment
Field Team Work
Unit descriptor This unit defines the competency required to work effectively within the IT
environment of an organisation by researching and assembling information
about the organisation’s IT systems, equipment, software, policies and
governance arrangements.
These units are linked to form an appropriate cluster:

1. Identify IT in an 1.1 Identify IT roles in an organisation and briefly describe what services
organisation and they perform
related relevant 1.2 Identify and describe key players from the IT service areas previously
policies and identified
procedures
1.3 Identify IT policies and procedures and research whether they are used in
practice
2. Identify IT 2.1 Identify IT equipment, operating systems and software used in the
equipment, organisation and understand the importance and role within the
software and organisation
operating systems 2.2 Establish that all of the equipment locations and service requirements are
used by the maintained according to organisational requirements and prevailing
organisation policies and procedures
RANGE STATEMENT
VARIABLE SCOPE
Key players May include but are not limited to IT organisations, vendors of IT products and
services, IT professional bodies, industry publications and government
departments involved in IT industry promotion, employer organisations,
relevant unions.
and other connectivity devices, printers, DSL modems, hard drives, monitors,

ICAW2001B Work effectively in an IT environment Section 8 Team Work
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to effectively integrate into and operate in
evidence the IT environment of an organisation. An individual would be expected to
demonstrate an understanding of the organisation’s IT policies, systems,
management structure and operating arrangements.
skills • Basic principles of EEO and anti-discrimination to ensure consistency with
the organisational values and community best practice
• Broad knowledge of organisational code of conduct and values that are
consistent with the organisational mission
• Basic understanding of organisational systems and the management
structure
• Understanding of the role and positioning of IT within the overall business
knowledge of features and capabilities
• Broad knowledge of vendor product directions
Skills include:
• Reading and writing at a level where workplace documents can be written
and understood
• Verbal communication which is clear and precise (e.g. when explaining the
role of key players in the IT organisation)
• Problem solving is limited to basic known problems within normal routines
(e.g. when complying with policies and procedures as directed by
supervisor)
• Basic analysis skills in relation to normal routine work processes (e.g. when
complying with policies and procedures as directed by supervisor)
• Using the features of applications (e.g. when complying with policies and
procedures as directed by supervisor)
• Basic skills in interpreting technical information (e.g. when complying with
policies and procedures as directed by supervisor)

Section 8 Team Work ICAW2001B Work effectively in an IT environment
Section 1.
Resources • Workstation
Role context Information systems areas within organisations play an increasingly important
role in helping the business achieve it core objectives. When joining and working
within an organisation in an IT capacity, it is important to understand the role of
IT and the type and extent of IT assets managed by the IT area and staff.
characteristic.
a group or team.
required

ICAW2002B Communicate in the workplace Section 8 Team Work
ICAW2002B Communicate in the workplace
Field Team Work
Unit descriptor This unit defines the competency required to provide limited client support
through verbal and non-verbal communication and to effectively communicate
with colleagues.
• ICAW2001B Work effectively in an IT environment.

1. Establish contact 1.1 Receive requests and enquiries from clients in a polite and appropriate
with clients manner
1.2 Use verbal and non-verbal communication to respond to the client
requests and enquiries effectively
1.3 Use appropriate questioning and active listening techniques to understand
client needs and determine support requirements
1.4 Accommodate cultural differences in the workplace
2. Process 2.1 Answer enquiries promptly and appropriately
information 2.2 Record information or messages and refer client requests to the
appropriate person in accordance with organisational procedures
2.3 Inform client of the progress of their request or enquiry and advise them
of the organisational process for answering their request or enquiry
2.4 Investigate the organisational follow-up procedure or policy and record
follow-up action taken in regard to the client request or enquiry
RANGE STATEMENT
VARIABLE SCOPE
Cultural differences May include but is not limited to the way people interact with each other,
content of emails and business documents, design of templates, and policies
relating to safety standards, customer service, quality, and security

Section 8 Team Work ICAW2002B Communicate in the workplace
individual people, working colleagues and internal employees
Communication May include but is not limited to external clients and internal clients, including
team members, supervisors and management; inquiries related to routine client
support needs; clarifying and recording information that does not involve
technical problem solving
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to adhere to organisational policies in
evidence regard to external and internal client contact and the processing of internal and
external requests, including from colleagues.
skills • Basic understanding of organisational systems (e.g. when processing
information and establishing contact with clients)
• Broad knowledge of organisational values (e.g. when establishing contact
with clients)
• Broad knowledge of organisational code of conduct (e.g. when
establishing contact with clients)
• General OH&S principles and responsibilities
• Broad knowledge of vendor applications and their features (e.g. when
processing information)
• Access and equity principles when communicating with people from
diverse backgrounds and people with special needs
Skills include:
• Questioning and active listening techniques (e.g. when obtaining
information and determining client support needs)
(e.g. when responding to client requests and inquiries)
• Basic negotiation skills in relation to other team members applied to a
defined range of predictable problems (e.g. when creating an effective
service environment)
• Basic customer service skills in relation to obtaining information
(e.g. when responding to client requests and inquiries)
• Conveying meaning clearly, concisely and coherently (e.g. when
responding to client requests and inquiries)
• Clear and precise non-verbal communication (e.g. when creating an
effective service environment)
• Literacy skills in regard to basic workplace documents
Assessment guidance 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

ICAW2002B Communicate in the workplace Section 8 Team Work

• ICAW2001B Work effectively in an IT environment
Resources • Equipment to facilitate verbal and non-verbal communication with others
• Clients and colleagues
Role context Interaction and communication with clients (both internal and external clients)
is important to organisations. Prompt response to client enquiries in a courteous
fashion promotes goodwill, repeat custom, productivity and credibility.
characteristic.
a group or team.
is required

Section 8 Team Work ICAW2011B Work individually or as a team member to achieve organisational goals
ICAW2011B Work individually or as a team member to achieve

organisational goals
Field Team Work
Unit descriptor This unit defines the competency required to work individually and with
others in an organisation.
• ICAS2010B Apply problem solving techniques to routine malfunctions

1. Establish own work 1.1 Identify work to be completed based on instructions from the appropriate
schedule person
1.2 Prioritise work according to deadlines and organisational guidelines
1.3 Submit completed work to appropriate person for feedback
2. Participate in team 2.1 Identify the team members of a team and the role of each member
structure 2.2 Identify the task or problem to be solved
2.3 Clarify and document an action plan including tasks and goals to be
achieved by the team
2.4 Determine team standards for documentation and version control
2.5 Monitor progress of team against initial plan and organisational goals
2.6 Submit documentation to appropriate person for feedback
RANGE STATEMENT
VARIABLE SCOPE
Appropriate May include a supervisor, teacher, authorised business representative, team
person leader or client.
Problem Refer to routine or non-routine problems that may affect the immediate work
environment, particularly in relation to using equipment such as workstations,
keyboards, mouse
Tasks May include but are not limited to work, activities, function or job.

ICAW2011B Work individually or as a team member to achieve organisational goals Section 8 Team Work
Organisational May include but are not limited to how and what the organisation wants to
goals achieve in the following areas: work environment, problem solution processes,
preventative maintenance and diagnostic policy, roles and technical
agreements
Team members May include but are not limited to peers, supervisors, team leaders, managers and
other members of the organisation; people from outside the organisation; people
from a range of social, cultural or ethnic backgrounds.
May involve aspects such as autonomy and responsibility of the team;
responsibility of team members; goals of the team.
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to participate in a team or act individually to
evidence meet organisational requirements, and be able to respond to requests and
prioritise work schedules to meet organisational guidelines and deadlines.
skills • Principles of ethical work practice (e.g. when participating in teams)
• Roles and responsibilities of individual team members
• General understanding of social and organisational systems when
participating in teams
• Results orientated approaches (e.g. when establishing own work schedule)
• Organisational structure and IT division structure so as to document own
and teamwork practices
• General organisational strategic direction and values so as to plan own and
teamwork practices
• General work team processes and group dynamics (e.g. when participating
in teams)
• Access and equity principles when communicating with people from diverse
backgrounds and people with special needs
Skills include:
• Decision making within a limited range of options (e.g. when prioritising
work according to organisational guidelines and deadlines)
• Assertiveness (e.g. when identifying team roles)
• Questioning and active listening (e.g. when giving and receiving feedback)
• General customer service (e.g. when processing urgent tasks according to
organisational guidelines)
• Time management for self-management purposes (e.g. when prioritising
work according to organisational guidelines)
• Basic planning skills (e.g. when creating the action plan for work to be done
by the team or individually)
• Problem solving techniques for known problems in routine processes
(e.g. when identifying and acting on tasks and goals)
• Literacy skills in relation to general workplace documentation.

Section 8 Team Work ICAW2011B Work individually or as a team member to achieve organisational goals
Section 1.
• ICAS2010B Apply problem solving techniques to routine malfunctions
Resources • Organisational goals
• Team members
Role context Working in a team allows a project or piece of work to be completed within a
shorter timeframe. Achievement of team goals is a group effort that requires
planning and communication skills from all team members.
characteristic.
a group or team.
required

ICAW4026B Coordinate and maintain work teams Section 8 Team Work
ICAW4026B Coordinate and maintain work teams
Field Team Work
Unit descriptor This unit defines the competency required to establish and improve work teams
and their performance in an IT environment.

1. Establish team 1.1 Select and identify suitable team members for a particular project or
problem
1.2 Secure agreement from appropriate persons for release of team members
1.3 Identify the type of work team
1.4 Determine time allocation for team members to suit team operations or
nature of the project or problem
1.5 Define team and individual responsibilities
1.6 Define how team performance will be measured
2. Coordinate team 2.1 Clarify and plan tasks in consultation with team
2.2 Allocate tasks appropriately
2.3 Determine and apply motivational factors
2.4 Represent the team at meetings
2.5 Work with team members to manage interpersonal conflict
3. Conduct team 3.1 Regularly review team performance against objectives and take corrective
activities and action where necessary
review team 3.2 Regularly communicate with the team on policies, plans and other matters
performance affecting the team
3.3 Seek the input of team members during the decision making process
3.4 Consult the team regarding proposed workplace changes and improvements
to processes
3.5 Recognise team and individual achievement
3.6 Validate team objectives against targets
3.7 Determine ongoing nature of the team and either disband, select new
objective, incorporate new team members or change team profile
RANGE STATEMENT

Section 8 Team Work ICAW4026B Coordinate and maintain work teams
VARIABLE SCOPE
Team members May include but are not limited to peers, supervisors and other members of the
organisation; people from outside the organisation; people from a range of
social, cultural or ethnic backgrounds; dynamics of team; autonomy and
responsibility of the team; responsibility of team members; degree of delegation
authorised; life of the team; size and diversity of team; English language,
literacy and numeracy skills may vary; leadership style of team leader;
communication style of team members.
Problem May be in reference to the business, system, application, network, or people in
the organisation; there may be a business need or opportunity that must be
addressed
Team May include organisational, workgroup based, interdepartmental
May be temporary or on-going; formal or informal
Tasks May include but are not limited to specific projects, work, activities, function or
job.
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to establish, coordinate and maintain work
evidence teams to meet organisation requirements and to coordinate teams to meet
requests and prioritise work schedule to meet organisational guidelines.
skills • Principles of EEO and anti-discrimination (e.g. when establishing,
developing and improving teams)
• Detailed knowledge of OH&S requirements in relation to work safety,
• Broad knowledge of three or more current industry systems development
methodologies
• Current business practices in relation to preparing reports (e.g. when
establishing, developing and improving teams)
• Components of the business planning process relevant to the development
of IT business solutions (e.g. when delegating responsibility and authority)
• Broad general knowledge of the client business domain (e.g. when
• Broad knowledge of quality assurance practices (e.g. when coordinating a
team)
• Basic knowledge of information gathering techniques

ICAW4026B Coordinate and maintain work teams Section 8 Team Work
Skills include:
• Leadership skills in relation to guidance for achieving outcomes,
transferring and collecting information and gaining consensus on concepts
• Planning skills in relation to time and quality relations (e.g. when
clarifying and planning team tasks to ensure effective team operation and
efficient use of human resources)
• Basic problem solving involving analysis, diagnosis, evaluation and the
development of new criteria, knowledge and procedures
• Problem solving skills involving participation in the development of team
building initiatives (e.g. when delegating and encouraging participation and
group work)
information (e.g. when communicating policies, plans, problems and
solutions to the team)
• Teamwork skills that involve the contribution to solutions and goals of a
in ICA05 Section 1.
Resources • Team members
• Team projects or tasks
Role context Breadth, depth and complexity of knowledge and competencies 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 are
involved when organising activities of self and others as well as contributing to
technical solutions of a non-routine or contingency nature.
to others in the application and planning of the skills.
Applications involve responsibility for, and limited organisation of, others.

Section 8 Team Work ICAW4026B Coordinate and maintain work teams

standards
others

ICAW4027B Relate to clients on a business level Section 8 Team Work
ICAW4027B Relate to clients on a business level
Field Team Work
Unit descriptor This unit defines the competency required to formulate and implement
service-level agreements.
needs

1. Understand 1.1 Investigate organisational service standards, values and culture in order to
organisational understand the organisational environment
environment 1.2 Become familiar with and document the goods and services provided by
the organisation
1.3 Review current service-level agreements if appropriate
2. Identify internal 2.1 Research client service needs and preferred level of service
and external client 2.2 Determine the level of service to be provided to the client
requirements
2.3 Develop a draft service-level agreement for the client that incorporates
quality, time, target performance and cost specifications
3. Negotiate client 3.1 Conduct a session with the client to present the draft service-level
support service agreement
3.2 Present proposed service-level agreement to the client in a clear, concise
and comprehensive manner
3.3 Present proposed cost and timeframes to the client
3.4 Negotiate the terms with the client and record alterations if required
3.5 Seek clarification where areas of uncertainty or disagreement occur
3.6 Document the terms of service negotiated with the client, and refer the
document to appropriate person for approval and feedback
4. Monitor, adjust and 4.1 Monitor organisational systems and procedures to monitor progress in
implement achieving client support service targets
procedures to 4.2 Gather client feedback to improve the provision of client support services
maintain client where appropriate
focus
4.3 Make adjustments to client support service based on client feedback and
in line with organisational guidelines
4.4 Document changes to service-level agreement and report changes to
appropriate person

Section 8 Team Work ICAW4027B Relate to clients on a business level
RANGE STATEMENT
VARIABLE SCOPE
quantify service levels, identify evaluation or audit of service levels. May include
workload and performance considerations, expectations regarding servicing,
penalties, and charge back to business units.
mechanisms.
individual people, and internal employees
a computer
EVIDENCE GUIDE
Performance Criteria
Critical aspects of Assessment must confirm the ability to formulate and implement service-level
evidence agreements to encourage clients to engage in further business. Assessment must
confirm the ability to successfully negotiate client support service provision and
satisfy client requirements for client support service within quality, time, target
performance and cost parameters.
skills • Theoretical concepts relating to negotiation and business relationships
• Current business practices in relation to preparing reports (e.g. when
monitoring, adjusting and implementing procedures to maintain client
focus)
• Basic legal principles of commercial contracts and service-level agreements
• Components of the client’s business planning process relevant to the
development of IT business solutions

ICAW4027B Relate to clients on a business level Section 8 Team Work
• Vendor product directions (e.g. when planning to meet internal and external
client requirements)
• Basic knowledge of information gathering techniques (e.g. when building
and maintaining business networks and relationships)
• General knowledge of change management systems (e.g. when monitoring,
adjusting and implementing procedures to maintain client focus)
• General knowledge of organisational policies on contracting (e.g. when
negotiating client support service costs)
• Organisational policies on external client relationships.
Skills include:
• Applying customer service skills in a range of contexts at various levels
• Problem solving for a broad range of unpredictable problems involving
analysis, diagnosis, evaluation and the development of new criteria,
knowledge or procedures (e.g. when adjusting client support services based
on feedback and in line with organisational policies)
information and gaining consensus on concepts (e.g. when determining and
building business relationships)
• Plain English, literacy and communication skills in relation to analysis,
evaluation and presentation of information to clients
• Negotiation skills in relation to others applied to an undefined range of
predictable problems
Section 1.
Resources • Service-level agreement

Section 8 Team Work ICAW4027B Relate to clients on a business level
Role context The demonstration of this competency requires breadth, depth and complexity of
knowledge and skills which would prepare a person to relate to clients at a
business level.
Operations must be in accordance with organisational polices and procedures.
Understanding client needs should be done under competent supervision where
there is a clearly defined range of contexts for negotiating service-level
agreements and resultant contracts.
others
• Demonstrate relevant understanding of client needs in line with procedures
related to client business domain
• Apply known solutions to a variety of predictable client business needs that
require some discretion
• Interpret available client information using discretion and judgement
• Take responsibility for outputs in managing client outcomes

ICAW4214B Maintain ethical conduct Section 8 Team Work
ICAW4214B Maintain ethical conduct
Field Team Work
Unit descriptor This unit defines the competency required to maintain professional and ethical
conduct when dealing with colleagues, clients and employers.

1. Protect the 1.1 Monitor continuity of computing services and information flow
interests of clients 1.2 Ensure the integrity and security of other information as required by
organisational policies, legislation and standards
1.3 Identify potential conflicts of interest and notify relevant parties of
potential conflicts
1.4 Maintain confidentiality and proprietary rights of client interests
2. Produce quality 2.1 Provide products and services that match the operational and financial
products and needs of clients
services 2.2 Ensure value for money in services and products produced for clients
2.3 Maintain and work to industry and international standards
2.4 Implement quality processes when developing products and maintaining
service
3. Ensure correct 3.1 Present skills, knowledge and qualifications in a professional manner
representation 3.2 Acknowledge services and products developed by self and others
correctly
3.3 Provide unbiased and objective information to clients
3.4 Provide realistic estimates for work
4. Produce code of 4.1 Investigate and review industry standards, policies and legislations to
ethics understand the wider context of ethics
4.2 Create a code of ethics for the organisation based on that review
4.3 Disseminate and collect feedback from stakeholders
4.4 Integrate feedback as appropriate
4.5 Publish and promulgate the code of ethics to ensure all personnel and
clients have access

Section 8 Team Work ICAW4214B Maintain ethical conduct
5. Maintain good 5.1 Perform regular checks to ensure all personnel understand and are
work practices applying the code of ethics in the workplace
5.2 Establish a review and grievance procedure to enable confidential
reporting of issues arising
5.3 Interview and regularly follow up with clients to ensure they are receiving
consistent and appropriate service
5.4 Take action to ensure all personnel participate in regular performance
reviews and skill updates
RANGE STATEMENT
VARIABLE SCOPE
Legislation and May include:
standards • OH&S
• Industry codes of practice, such as the Australian Computer Society Code of
Ethics
• OECD International Guidelines for Consumer Protection in E-commerce
• Access and equity
• Copyright laws
• Defamation laws
• Privacy legislation
• Intellectual property, confidentiality requirements
• Legal and regulatory policies affecting e-business
individual people, colleagues, an employer and internal employees
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability of the person to conduct their work practices
evidence in an ethical and professional manner.

ICAW4214B Maintain ethical conduct Section 8 Team Work

skills • Australian Computer Society Code of Ethics (www.acs.org.au)
• Organisational requirements for customer service
• OH&S legislation
• Copyright and intellectual property legislation and principles
• Relevant privacy legislation and principles
• Access and equity legislation and principles
Skills include:
• Application of standards and legislation to policy and procedure
development and monitoring
• Professional development skills in relation to identifying personal skills
requiring upgrading and updating
• Researching and identifying relevant courses, seminars or industry
information to maintain currency
Section 1.
Resources • Organisational policies
• Legislation and standards documentation
• Industry codes of practice

Section 8 Team Work ICAW4214B Maintain ethical conduct
Role context The adoption and application of ethical principles of conduct is significant for the
professionalisation of an occupational group such as IT professionals, because it
is one of the external hallmarks testifying to the claim that the group recognises
an obligation to clients and society in general that transcends mere economic
self-interest.
The operation and management of ethical conduct in business relationships is
important because it provides a foundation for the establishment of on-going
relationships between businesses.
The demonstration of this competency requires breadth, depth and complexity of
knowledge and competencies which 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 are involved when organising
activities of self and others as well as contributing to technical solutions of a
non-routine or contingency nature.
others in the application and planning of the skills is important in this
competency.
others

Section 9 Test Table of Contents
Section 9 TEST
Units of Competency
Table of Contents
ICAT1206B Check site security _____________________________________________ 1

ICAT3025B Run standard diagnostic tests _____________________________________ 4
ICAT4183B Confirm accessibility of website for people with special needs ___________ 7
ICAT4184B Ensure site usability for full range of users__________________________ 13
ICAT4185B Create a website testing procedure ________________________________ 18
ICAT4186B Conduct operational acceptance tests of websites ____________________ 22
ICAT4194B Ensure basic website security ____________________________________ 26
ICAT4195B Ensure dynamic website security _________________________________ 30
ICAT4221B Locate equipment, system and software faults _______________________ 35
ICAT4242B Perform unit test for a class______________________________________ 39
ICAT5077B Develop detailed test plan _______________________________________ 43
ICAT5079B Perform integration test_________________________________________ 46
ICAT5081B Perform systems test ___________________________________________ 51
ICAT5082B Manage the testing process ______________________________________ 55
ICAT5083B Develop and conduct client acceptance test _________________________ 59
ICAT5084B Perform stress and load testing on integrated platform_________________ 64

Table of Contents Section 9 Test

Section 9 Test ICAT1206B Check site security
ICAT1206B Check site security
Field Test
Unit descriptor This unit defines the competency required to use the features of a web browser
to determine the security status of a remote server before it is accessed.
• ICAS1193B Connect a workstation to the internet
email
• ICAU1213B Conduct online transactions

Guide.
1. Activate browser 1.1 Identify and access built in security features from the toolbar or
security features pull-down menu of a browser
1.2 Activate security features on own browser that identify a secure site by
automatically opening a warning box
1.3 Activate other security features as necessary, including alerts when you
are leaving a secure site by automatically opening a warning box
2. Identify security of 2.1 Ascertain whether the website has a statement about the how it manages
website site security
2.2 Confirm that code passwords are not seen when viewing source
2.3 Check if the website has a privacy statement relating to the use of
personal information and sensitive information
2.4 Ascertain whether the website states the security process related to
sensitive information
3. Determine integrity 3.1 Check if the website has statements relating to the disclosure of
of website information particularly sensitive information
3.2 Find the details of products, services and support provided
3.3 Check that the policy and procedure details on cancelling, returning and
refunding on services, products and support are stated
3.4 Ensure copyright statements and acknowledgements are evident

ICAT1206B Check site security Section 9 Test
4. Identify website 4.1 Determine if the website is operated by a bona-fide or registered business
credentials 4.2 Check that disclaimers made by the business are reasonable and lawful
4.3 Ensure that services, products and advertising information regarding
services and products are lawful
RANGE STATEMENT
VARIABLE SCOPE
Security features May include but are not limited to security levels, trusted sites, privacy, secure
sockets layer (SSL), encryption
Toolbar May contain buttons, menus, or a combination of both
Bona-fide or Includes businesses providing goods or services in ‘good faith’ businesses with
registered business operations and organisational structures and governance arrangements that are
authentic and genuine; Australian businesses that have Australian Company
Numbers (ACN), Australian Business Numbers (ABN), or some other form of
registered body and physical address details that can be verified.
Disclosure May include payment policies, warranties and additional charges
Secure site May include secure technologies such as SSL and secure version of HTTP
(HTTPS)
Browser May include but is not limited to Netscape Navigator, Internet Explorer, Mozilla,
Opera, Galleon, Phoenix, Konqueror, Lynx
Sensitive May include but is not limited to credit card details, user names and passwords,
information email addresses and any other information that should not be made publicly
available
Security process May include but is not limited to SSL and HTTPS
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to use basic security features on a browser
evidence and access website information to identify sites being visited as secure or
insecure.
skills • Browser use
• Identifying secure links via browser
• Consumer protection issues
Skills include:
• Basic web security
• Basic computer operation
• Basic browser configuration

Section 9 Test ICAT1206B Check site security
Section 1.
• ICAU1213B Conduct online transactions
• Internet access
• Remote websites
• Browser
Role context Demonstration of this competency provides for basic security questions and
checks to be implemented when accessing websites.
group.

ICAT3025B Run standard diagnostic tests Section 9 Test
ICAT3025B Run standard diagnostic tests
Field Test
Unit descriptor This unit defines the competency required to conduct diagnostic tests on a
range of platforms.
There may be benefit in concurrent learning with the following unit:
• ICAS3234B Care for computer hardware

Guide.
1. Operate system 1.1 Run the system diagnostic program according to specification
diagnostics 1.2 Modify the system configuration as indicated by the diagnostic program
1.3 Carry out preventative maintenance in line with organisational guidelines
2. Scan system for 2.1 Scan the system to check and maintain virus protection
viruses 2.2 Report identified viruses to an appropriate person
2.3 Remove virus infections found by the scan using software tools and/or
procedures or by restoring back-ups
2.4 Document relevant symptom and removal information
RANGE STATEMENT
VARIABLE SCOPE
Preventative Includes but is not limited to scheduled fault-finding, optimising of hard drives
maintenance and scanning for viruses.
mechanisms.

Section 9 Test ICAT3025B Run standard diagnostic tests
Software May include but are not limited to diagnostic tools and their operation; virus
protection software and operation; operating systems and modules for
configuration; types of virus and impact.
EVIDENCE GUIDE
Critical aspects Assessment must confirm the ability to conduct diagnostic tests on a range of
of evidence platforms according to preventative maintenance and diagnostic policy, and to
correctly identify the root causes of the problems.
skills • Configuration procedures
• Organisational security procedures
• Diagnostic software/hardware
• Hardware maintenance
• Security procedures
Skills include:
• Literacy skills in regard to interpretation of computer manuals
• Use of diagnostic tools
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.
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.

ICAT3025B Run standard diagnostic tests Section 9 Test
• Security guidelines
• Diagnostic software
Role context Demonstrating competency in basic diagnostic testing will include knowledge by
recall in a narrow range of areas; demonstrating basic practical skills, such as the
use of relevant tools; perform a sequence of routine tasks given clear direction; and
receive and pass on messages/information.
Demonstration of these competencies would involve:
• Demonstration of basic testing and adherence to operational procedures
• Applying knowledge solutions to a limited range of unpredictable problems
• Performing a range of diagnostic tasks where suspected breakdowns or
irregularities of performance have appeared
• Assessing and recording information from varied sources
broader related activities involving known routines, methods and procedures, where
some discretion and judgement is required in the section of equipment, services or
contingency measures and within known time constraints would be characteristic.

Section 9 Test ICAT4183B Confirm accessibility of website for people with special needs
ICAT4183B Confirm accessibility of website for people with special

needs
Field Test
Unit descriptor This unit defines the competency required to ensure that a website is
accessible to users with special needs including people with disabilities.
These units are linked and form an appropriate cluster
• ICAB4135B Create a simple mark-up language document to
specification
• ICAB4171B Develop cascading style sheets
• ICAD4209B Write content for web pages
• ICAI4189B Ensure website content meets technical protocols and
standards
• ICAT4184B Ensure site usability for full range of users
• ICAT4185B Create a website testing procedure

Evidence Guide.
1. Identify 1.1 Research and identify specific user groups with particular accessibility
accessibility requirements
standards 1.2 Identify general legislated and industry accessibility standards and
requirements to understand the wider context of accessibility
1.3 Identify web development standards and prioritise application
1.4 Consolidate specific and general standards and requirements into an
accessibility checklist for application to website related work

ICAT4183B Confirm accessibility of website for people with special needs Section 9 Test
2. Test for 2.1 Select and prepare appropriate automatic testing tools and software
accessibility of 2.2 Run automatic testing tools and based on results, make and document
website changes
2.3 Ensure that the text equivalent for every non-text element is present in
the website where feasible
2.4 Verify that all information conveyed with colour is also available
without colour
2.5 Identify all changes in the natural language of a document text
2.6 Check and ensure that document can be read without style sheets
2.7 Check and ensure that all priorities identified in the analysis of web
development standards are met and completed
2.8 Test site with different user groups to ensure that the site transforms
successfully and maintains accessibility
3. Test pages 3.1 Check and ensure that pages are not dependent on colour and can operate
in a monochrome environment
3.2 Check and ensure that pages are logical and accessible in a text-only
environment
3.3 Verify that pages operate correctly on text-to-speech browser
3.4 Have the accessibility of the website signed off by an appropriate person
as meeting web development standards
RANGE STATEMENT
VARIABLE SCOPE
Web development May include:
standards • Web content accessibility guidelines 1.0 (WCAG)
• Authoring tool accessibility guidelines 1.0 (ATAG)
• User agent accessibility guidelines 1.0 (UAAG)
• Web accessibility initiative (WAI)
• Best practice vendor-specific accessibility standards
User groups May include but is not limited to person with auditory, visual, mobility, and
cognitive impairments
software.
Browser May include but is not limited to Netscape Navigator, Internet Explorer, Mozilla,
Requirements May be in reference to the business, system, application, network, or people in
the organisation

Testing tools May include but is not limited to Bobby, Opera, PwWebSpeak, Lynx, General
Magic’s Web-On-Call
Non-text element May include:
• Images, graphical representations of text (including symbols)
• Image map regions
• Animations (e.g. animated GIFs)
• Applets and programmatic objects
• ASCII art
• Frames
• Scripts
• Images used as list bullets
• Spacers
• Graphical buttons
• Sounds (played with or without user interaction)
• Standalone audio files
• Audio tracks of video, and video
EVIDENCE GUIDE
Critical aspects of Accessible web pages take into account the special needs of visitors with
evidence auditory, visual, mobility, and cognitive impairments and those people who use
assistive technology. The objective is to provide those users an equivalent
browsing experience to that of visitors without special needs.
Assessment must confirm the ability to identify accessibility requirements with
reference to the client profile, to design or implement a valid accessibility test, to
facilitate the test process and document results. The proposed solution must meet
legal, special customer and business needs and expectations as well as the current
and future needs of the business. Design elements that are considered undesirable
in the website should be highlighted for redesign for better accessibility.


• Website security
• Work load metrics
• Technical performance measurement
• Government, advocacy group and special needs group liaison
• Website accessibility, security and equity legislation
• Web Accessibility Initiative (WAI)
• Relevant privacy legislation and principles
• Electronic commerce modelling language
• Access and equity legislation and principles
Skills include:
• Developing a website
• Analysing a website
• Designing technical tests
• Implementing tests
• Evaluating tests
• Giving feedback on the evaluation
• Analysing the evaluation
• Identifying and accommodating user groups with special needs

Section 1.
• ICAB4135B Create a simple mark-up language document to specification
• ICAI4189B Ensure website content meets technical protocols and standards
• Live website
• Customer relationship model
• Automatic accessibility measuring tools
Role context The expansion in availability and use of the internet provides challenges for
developers and website custodians in respect of access for people with special
needs. Accessibility refers to ensuring that content is accessible (i.e. It can be
navigated and read by everyone, regardless of location, experience, or the type of
computer technology used). Accessibility is most commonly discussed in relation
to people with disabilities, because this group are most likely to be disadvantaged
if the principles of accessible web design are not implemented. Failure to follow
these principles can make it difficult or impossible for people with disabilities to
access content. Creating accessible content should be an integral part of the web
design philosophy, and accessibility features should be incorporated into all
aspects of the design process. Designing for accessibility is thus as much a
strategic issue as a purely technical one.
The focus of this competency is testing for accessibility. Such testing should be
incorporated into any and all user testing regimes, and not be seen as an isolated
event that can occur after other user testing has taken place.

Depending on complexity of content, basic knowledge and skills would prepare a

person to perform in a range of activities where there is a clearly defined range of
contexts for the website.
others
• Test a website for accessibility
• Demonstrate some theoretical knowledge of website content creation
• Apply a range of well-developed skills in communication and negotiation
• Perform a range of skills in website design where some discretion and
judgement is required
• Interpret available information using discretion and judgement

Section 9 Test ICAT4184B Ensure site usability for full range of users
ICAT4184B Ensure site usability for full range of users
Field Test
Unit descriptor This unit defines the competency required to ensure that clients can use a
website once a connection has been established.
standards
• ICAT4183B Confirm accessibility of website for people with special needs

1. Design a site user 1.1 Establish usability test methods
test 1.2 Identify critical business functions
1.3 Identify full range of users
1.4 Confirm user expectations through market analysis, business intelligence
and customer feedback
1.5 Establish performance potential of the business from business
requirements or other approved sources
1.6 Establish performance measurement and success criteria to measure actual
performance against user expectations
1.7 Test site when ready and record outcomes
2. Conduct user test 2.1 Document process performance indicators and benchmarks and
disseminate to sample group of users
2.2 Assemble a full representative range of users and preferred technologies to
test site features and functions based on the business specification
2.3 Ensure maximum user satisfaction through ease of navigation controls and
design
2.4 Ensure user and legal, accessibility, privacy and equity requirements and
expectations are met

ICAT4184B Ensure site usability for full range of users Section 9 Test
3. Evaluate user test 3.1 Collate site performance results and measure against performance
indicators and benchmarks based on user expectations
3.2 Identify performance shortfalls and ensure acceptable performance
solutions are developed according to business requirements
3.3 Establish an evaluation feedback mechanism and provide to users
4. Document results 4.1 Identify solutions to problems during the testing phase
4.2 Discuss problems with developers and ensure solutions are continuously
refined
4.3 Ensure proposed solutions meet business requirements and user
expectations
4.4 Document final solutions in line with organisational guidelines, and
RANGE STATEMENT
VARIABLE SCOPE
or a third party
Business May be in reference to the business, system, application, network, or people in
Success criteria May include timeframe, cost implications, technical and logistical considerations
Business May include but is not limited to technical requirements, user problem statement,
specification current system functionality
Solutions May include but is not limited to new hardware, hardware upgrades, new
software, software upgrades, user training, or implementing a new system
the organisation
Feedback May include surveys, questionnaires, interviews and meetings.
mechanisms
Problems May be in reference to problems with the business, system, application, network,
or people in the organisation
mechanisms.

EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to design a valid usability test, facilitate the
evidence test process and document the results. The proposed solutions must meet user
needs and the current and future needs of the business.
• Website privacy
• Principles of accessibility and equity in the context of website development
• Electronic commerce modelling language
• User testing principles and techniques
Skills include:
• Test evaluation
Section 1.

ICAT4184B Ensure site usability for full range of users Section 9 Test

• Web servers
• Site server
Role context In essence, this competency is about testing a website to see how easy it is for
humans to interact with. Ensuring site usability is important as more companies,
individuals and community groups need websites to reach clients and other
stakeholders. Sometimes usability issues can make websites unworkable or
ineffective.
Usability testing is sometimes seen as that stage of overall systems testing in
which the developed system is compared to users' expectations and needs.
others

undertaken as part of a specified activity.
• Provide benchmarks of websites for examination
• Take responsibility for output

ICAT4185B Create a website testing procedure Section 9 Test
ICAT4185B Create a website testing procedure
Field Test
Unit descriptor This unit defines the competency required to design and implement procedures
that measure the performance of a website and compare them to the initial
design specifications.
standards
• ICAT4183B Confirm accessibility of website for people with special
needs

Guide.
1. Document and 1.1 Review performance specifications and determine benchmark criteria
define performance 1.2 Validate and document performance functions
criteria
1.3 Select measurement methodology and test on website
1.4 Validate each performance function separately
1.5 Record and document metric tools using appropriate methodology
1.6 Prepare performance benchmarks and seek agreement on criteria with the
client
2. Validate 2.1 Develop inspection and test plans to validate performance measures
performance throughout the performance cycle
measures 2.2 Test performance functions and record results according to technical
documentation standards
2.3 Compare results of performance function testing to benchmark
2.4 Redesign functions that do not meet appropriate performance benchmarks
2.5 Re-implement functions that have been redesigned in performance testing
2.6 Document benchmarks and obtain sign-off

Section 9 Test ICAT4185B Create a website testing procedure
3. Obtain sign-off 3.1 Validate and document performance standards and benchmarks
3.2 Submit methodology and function testing document and results to client
for approval
3.3 Review client comments and make changes as appropriate
3.4 Obtain sign-off for website testing procedure
RANGE STATEMENT
VARIABLE SCOPE
Technical May include but are not limited to policy relating to sign-off, storage,
documentation distribution, revision.
standards May include ISO/IEC/AS standards, organisational standards, audit trails,
naming standards, version control, project management templates and report
writing principles (for further information refer to the Standards Australia
website at: www.standards.com.au)
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to identify the critical functions to be tested,
evidence develop appropriate metrics for each function and assign benchmarked
performance standards. Each performance function must be tested and compared
against the appropriate benchmarks in order to validate site performance against
technical requirements. Results should be clearly documented to establish the
performance benchmarks for subsequent site development.
• Technical environment characteristics and how to read and interpret design
specifications
• Benchmark selection and development
• Queuing systems, workload metrics and user request classes
• Standard generalised mark-up language (SGML) and associated standards
• Basic copyright and intellectual property
Skills include:
• Procedures writing
• Results recording
• Statistical measuring

ICAT4185B Create a website testing procedure Section 9 Test

• Test evaluation
Section 1.
• Site design and technical requirements documentation
• Site development software and tools
Role context Testing applications involves significant judgement in planning, design,
evaluation, technical or leadership/guidance and communications functions
related to services, operations and processes. Testing procedures for
contemporary websites can be complex and expensive and a thorough analysis
and documentation process should be undertaken across all aspects of such
testing. 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.

Section 9 Test ICAT4185B Create a website testing procedure

others
• Demonstrate understanding and technical knowledge of designing a website,
• Use judgements and analysis across a broad range of technical or functions
related to website technical needs
creative and conceptual skills
abstract level
• Demonstrate accountability for personal outputs

ICAT4186B Conduct operational acceptance tests of websites Section 9 Test
ICAT4186B Conduct operational acceptance tests of websites
Field Test
Unit descriptor This unit defines the competency required to provide high-level assurance that
websites can be effectively and efficiently provisioned and deployed live in a
systematic manner.
unit • ICAT4184B Ensure site usability for full range of users

Guide.
1. Prepare test 1.1 Establish and document testing framework and schedule
1.2 Determine processes and functions to be tested and assign quantitative
and/or qualitative performance benchmarks to each process and function
1.3 Benchmark and document page templates, style guides and expected
traffic loads
1.4 Determine and document the test methodology
1.5 Assemble and brief the testing panel on the conduct of the test
1.6 Develop user/installation manuals according to target audience
understanding and needs
2. Test individual 2.1 Test pages against style guides and templates
pages 2.2 Test pages for structural and content consistency
2.3 Apply automatic testing software
2.4 Document page gross statistics of all confirmed results of all tests

Section 9 Test ICAT4186B Conduct operational acceptance tests of websites
3. Test page 3.1 Test installation and examples listed in manual/instructions

relationships 3.2 Test page ‘navigability’ using a variety of browsers
3.3 Test ease of use and functionality against requirements
3.4 Test all software interface points against business and technical
requirements
3.5 Test site security and privacy against business requirements
3.6 Test response time against business requirements
3.7 Conduct load simulation testing using single and multiple independent
browsers or automated load testing tools
3.8 Test the website’s ability to handle concurrent access
3.9 Test conformance to applicable privacy, accessibility and acceptable
usage policy standards
3.10 Apply automatic testing software
3.11 Collect, collate and document results from sample user and data from
automated test
4. Evaluate test 4.1 Consolidate and compare results to benchmarks
results 4.2 Identify results that fail to meet benchmarks and conduct site remedial
iteration
4.3 Record and document test results as the site performance baseline, against
which further development or updating can be measured
4.4 Provide evaluation feedback to appropriate person business and, if
applicable, the user
4.5 Ensure the appropriate person signs off the site prior to go live date
RANGE STATEMENT
VARIABLE SCOPE
Test methodology May include unattended testing, background testing, exhaustive testing,
functional testing, user acceptance testing, distributed testing performance
testing, random testing and error recovery methodologies
or a third party
Automatic testing May include spell check, links, HTML validator and CSS check, link testers
software
Browsers May include but is not limited to Netscape Navigator, Internet Explorer, Mozilla,
software.

ICAT4186B Conduct operational acceptance tests of websites Section 9 Test
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to prepare an operational acceptance test
evidence that measures the independent and integrated structural, content and technical
components of the site.
Measurement should focus on quantitative results as much as possible and be
able to be accurately evaluated against predetermined benchmarks.
• Website accessibility and equity principles
Skills include:
• Test evaluation
Section 1.

Section 9 Test ICAT4186B Conduct operational acceptance tests of websites
• Web servers
• Site server
• Manuals and instructions for the website
• Automatic testing software
others

ICAT4194B Ensure basic website security Section 9 Test
ICAT4194B Ensure basic website security
Field Test
Unit descriptor This unit defines the competency required to provide basic website security.


Guide.
1. Determine business 1.1 Identify the level of security required based on the business and
security commercial intent of the website
requirements 1.2 Identify whether password protection is needed for all or part of the site
1.3 Decide minimum or maximum password protection solutions based on
business requirements
2. Ensure web server 2.1 Ensure that the web server password is obscure and non-traceable
security 2.2 Install and maintain an effective intrusion detection system in line with
business requirements
2.3 Ensure that user accounts have only the required permissions on the
server
2.4 Ensure that interpreters (programs that run CGIs) are not stored in the
CGI-bin directory
2.5 Ensure that web forms check data before passing it to the server
3. Ensure protocol 3.1 Protect fixed internet connection and IP address
security 3.2 Protect shared network resources from intrusion according to business
requirements
3.3 Ensure that PC protocols and preferences follow security protocols
3.4 Disable the TCP/IP bindings for file and printer sharing
3.5 Ensure that NetBIOS over TCP/IP is disabled

Section 9 Test ICAT4194B Ensure basic website security
RANGE STATEMENT
VARIABLE SCOPE
Business May be in reference to the business, system, application, network, or people in
Intrusion detection May include but is not limited to Tripwire, Cisco, HP, Symantec.
systems
Server May include:
• Email servers
• FTP servers
Connection May include cable, ADSL, fixed line
or a third party
Network May include but is not limited to large and small LANs, national WANs, VPNs,
the internet, the use of the PSTN for dial-up modems only, private lines, data and
voice.
Security protocols May include:
• Secure multipurpose internet mail extensions
• Secure socket layer and transport layer security
• IP security protocol
• (domain name system security extensions)
• (data over cable service interface specification)
• IEEE 802.11 Protocol standard for secure wireless local area network
products
• Point-to-point network tunnelling protocol (PPTP)/Layer 2 tunnelling
protocol (L2TP)
• Internet protocol security (IPSec)
• (secure electronic transactions)
• (Secure shell)

ICAT4194B Ensure basic website security Section 9 Test
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to provide basic website security.
evidence
skills • Firewall functionality
• Bastion hosts
• HTTP daemons
• Webserver operating systems
• Security patches
• Secure socket layer (SSL) protocol
Skills include:
• Write Javascript/Vbscript
• Write HTML
Section 1.
• Web servers
• Basic website

Section 9 Test ICAT4194B Ensure basic website security
others

ICAT4195B Ensure dynamic website security Section 9 Test
ICAT4195B Ensure dynamic website security
Field Test
Unit descriptor This unit defines the competency required to ensure and maintain the security
of a dynamic, commercial website.
• ICAB5165B Create dynamic pages

Guide.
1. Undertake risk 1.1 Identify functionality and features of the website and confirm with client
assessment 1.2 Identify security threats with reference to functionality of the site and
organisational security policy, relevant legislation and standards
1.3 Complete a risk analysis to prioritise security threats and identify system
vulnerabilities
1.4 Identify resource and budget constraints and validate with client as
required
1.5 Source appropriate products, security services and equipment according to
enterprise purchasing policies
2. Secure operating 2.1 Identify operating system and cross-platform vulnerabilities
systems 2.2 Make appropriate scripting/configuration adjustments with reference to
functionality of the site and the security policy
2.3 Identify and rectify weaknesses specific to the operating system
3. Secure site server 3.1 Configure the web server securely with reference to required functionality
and the security policy
3.2 Review and analyse relevant server-side scripting with reference to
required functionality and the security policy
3.3 Install firewalls as required
3.4 Establish access control permissions to server and database
4. Secure data 4.1 Identify data transactions with reference to functionality and features of
transactions website
4.2 Identify and apply channel protocols where relevant to requirements
4.3 Install and configure payment systems

Section 9 Test ICAT4195B Ensure dynamic website security
5. Monitor and 5.1 Develop a program of selective independent audits and penetration tests
document security 5.2 Determine performance benchmarks
framework 5.3 Implement audit and test programs with results recorded, analysed and
reported
5.4 Make security framework changes based on test results
5.5 Develop the site security plan with reference to security policy and
requirements
5.6 Develop and distribute related policies and procedures to client
RANGE STATEMENT
VARIABLE SCOPE
Legislation May include privacy legislation, copyright, liability statements
Security threats May include eavesdropping, manipulation, and impersonation, penetration, denial
of service and by-pass, hackers, viruses using logging
other connectivity devices, printers, hard drives, monitors, switches, DSL
modems, hubs, personal digital assistant (PDA) and other peripheral devices
Security policy May include theft, viruses, standards (including archival, back-up, network),
organisation.
Apple OS 8 or above.
Note: The use of operating system in this unit is in the context of a pre-existing
system and may therefore not be current industry version. Preference is for Linux
7.0 or above, Windows 2000 or above, Apple OS X or above
Firewalls May include hardware appliances, proxy servers, individual PC solution; varying
functionality, including network address translation (NAT)/IP masquerading,
routing to specific machines
Server May include:
• Email servers


• FTP servers
Database May include but are not limited to relational databases, object-relational
databases, proprietary databases, commercial off-the-shelf (COTS) database
packages.
the organisation
Security services May include SSL, S-HTTP, stored account payment systems, stored value
payment systems, file access permissions, single stage and dual stage firewalls,
encryption, smart cards, digital certificates, authentication and access control,
digital signatures, VPN technology, screening routers, packet filters, application
proxies, trusted systems with C and B assurance levels, support for generalised
security services interfaces, personnel security, trusted hardware and operating
systems at selective desktops, servers, network points and mainframes,
multi-platform directory services supporting relevant standards.
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to identify potential security threats and
evidence develop and implement strategies to secure a dynamic website.
skills • Security threats, including vandalism, sabotage, breach of privacy or
confidentiality, theft and fraud, violations of data integrity, denial of service
• Organisational issues surrounding security
• Functions and features of stored value payment systems (e.g. DigiCash,
CyberCoin, Mondex, CAFÉ, Visa Cash)
• Functions and features of common stored account payment systems
(e.g. First Virtual’s Internet Payment System, CyberCash secure internet
payment system, Secure Electronic Transactions standard (SET), smart
cards)
• Functions and features of generic secure protocols (e.g. secure socket layer
(SSL), secure hypertext transfer protocol (SHTTP), secure multi-purpose
internet mail extensions (S/MIME))
• Functions and features of automated intrusion detection software, functions
and features of network address translation (NAT) in relation to securing
internal IP addresses, buffer overruns and stack smashing with reference to
operating system deficiencies, functions and features of authentication and
access control (e.g. single-factor and two-factor authentication, biometric
authentication)
• Functions and features of cryptography, including digital signatures and
public and private key algorithms, functions and features of CGI scripts,
advantages and disadvantages of using the range of security features,
protocol stack for internet communications, knowledge of physical web
server security, particularly remote hosts

Section 9 Test ICAT4195B Ensure dynamic website security

• The Commonwealth Privacy Act 2000
Skills include:
• Auditing and penetration testing techniques
• Configuring a web server
• Ability to identify key sources of information
• Ability to accurately summarise and document information
• Ability to see conflicts and integration capabilities between diverse
equipment
• Ability to collate, analyse and assess importance and relevance of product
information.
Section 1.
• ICAB5165B Create dynamic pages
• Dynamic website
• Security plan


others

Section 9 Test ICAT4221B Locate equipment, system and software faults
ICAT4221B Locate equipment, system and software faults
Field Test
Unit descriptor This unit defines the competency required to apply systematic principles to
fault finding in any field of IT.
• ICAT4242B Perform unit test for a class

Guide.
1. Choose the most 1.1 Analyse and document the system that requires troubleshooting
appropriate fault 1.2 Identify and apply specifically designed troubleshooting tools for the
finding method system
1.3 Investigate and record generic cyclic fault finding tools
1.4 Obtain required specialist tools appropriate to the work
2. Analyse the 2.1 Collect all data relevant to the system as well as signs and symptoms of
problem to be the problem
solved 2.2 Organise the collected data to enable an understanding of the status of the
system
2.3 Analyse the data to determine that there is a problem, and the nature of
the problem
3. Define the causes 3.1 Create a list of probable causes of the problem
of the problem and 3.2 Organise causes in order of likelihood
create a plan of
3.3 Formulate a solution or rectification
action
3.4 Rectify probable causes, testing for the success of the solution and record
results
4. Review problem 4.1 Test the system to ensure the problem has been solved and record results
and system status 4.2 Document the problem, its signs and symptoms, and the ultimate solution
and load to database of problems/solutions for future reference
RANGE STATEMENT
VARIABLE SCOPE

ICAT4221B Locate equipment, system and software faults Section 9 Test
a computer or network.
Fault finding tool For networking: Ping, trace route, Telnet, protocol analysers, operating system
tools, mapping tools, the OSI layered model
For programming: Trace, debug, break points, compilers
For systems analysts: There are no specific tools for systems analysts, they are
the conduit between the implementers (programmers or net workers) and the
users. They may have to review design criteria after user feedback to improve
system performance or rectify faults in design or implementation
Problem May be in reference to problems with the business, system, application, network,
or people in the organisation
software, software upgrades, user training, business processes or implementing a
new system
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to choose the best fault finding method for a
evidence situation/scenario, and apply it in a structured, methodical manner.
some areas
involvement
• Broad knowledge of some change control procedures
Skills include:
information
collecting information and gaining consensus

Section 9 Test ICAT4221B Locate equipment, system and software faults

procedures
• Low level training needs analysis skills
• Low level programming skills
Section 1.
Competency in this unit can be assessed in a live environment provided the
assessor has a prior knowledge of the outcome, or in a simulated or firewalled
environment.
• ICAT4242B Perform unit test for a class
• System to be diagnosed
• Diagnostic and fault finding tools
• Technical and system documentation
Role context Troubleshooting and fault finding are universal competencies used by most IT
practitioners and operate at all stages of the systems life cycle. These activities
apply procedures for localizing and diagnosing equipment or system
malfunctions or anomalies, typically by systematic examination progressing from
higher to lower levels of assembly.

ICAT4221B Locate equipment, system and software faults Section 9 Test
others

Section 9 Test ICAT4242B Perform unit test for a class
ICAT4242B Perform unit test for a class
Field Test
Unit descriptor This unit defines the competency required to ensure that the system is proved
adequate, before hand-over to the client/user, by unit testing functionality and
reliability of individual components

Guide.
1. Prepare for test 1.1 Determine test criteria
1.2 Prepare the test environment
1.3 Perform static tests using appropriate test tools to verify correct behaviour
of modules
1.4 Use a test harness program to exercise module behaviour
1.5 Test objects containing lower level class instances separately
1.6 Prepare data to facilitate path testing
1.7 Prepare data to facilitate member function testing
2. Conduct test 2.1 Ensure clean test environment
2.2 Initialise test environment
2.3 Run test harness and document results in line with test and acceptance
processes
2.4 Forward test results to appropriate person
2.5 Finalise test environment
3. Analyse and 3.1 Review and classify test results to highlight areas of concern
classify results 3.2 Compare test results against requirements and design specifications in
line with quality benchmarks
3.3 Review feedback
3.4 Ensure compliance with documentation and reporting standards

ICAT4242B Perform unit test for a class Section 9 Test
RANGE STATEMENT
VARIABLE SCOPE
Test environment May include data, program libraries, network/communications and other
equipment, operating system and other support software.
Appropriate May include a supervisor, project leader and/or programmer responsible for code.
person
Quality May include organisational standards or those that may be based on products
benchmarks such as PSM or SPICE
Test criteria Procedural language criteria may encompass:
• Procedures
• Parameters
• Return values
• Behaviour that affects the attributes of the program
Object-oriented language criteria may encompass procedural language criteria as
well as:
• Inheritance between classes
• Proper instantiation of classes
• Interaction between methods of the classes
EVIDENCE GUIDE
Critical aspects of Assessment must confirm sufficient knowledge of object-oriented methodology
evidence to carry out test. Assessment must confirm the ability to meet client requirements
by successfully validating the test object and documenting the results.
skills • Detailed knowledge of an object-oriented programming language
• Broad knowledge of automated test tools, with detailed knowledge of
features and processes in some areas
• Detailed knowledge of underlying test data
• Detailed knowledge of input/output requirements

Section 9 Test ICAT4242B Perform unit test for a class
Skills include:
involving participation in the development of strategic initiatives (e.g. when:
memory leakage, global name space pollution, static variables are
specifically addressed for each object)
evaluation and presentation of information (e.g. when details/comments are
logged and signatures are gained)
• Object-oriented programming (e.g. when objects containing lower level
class instances are tested separately, i.e. declaration of class within the class
to be tested, and when presence of scripts to test dynamic binding on all
relevant functions is ensured, if inheritance has been used to generate
object)
• Questioning and active listening skills (e.g. when details/comments are
logged and signatures are gained)
Section 1.
This competency is considered a programming unit and should be assessed under
supervision of a skilled programmer.
• Suitable test plan
• Specific requirements
• Design documents used in the analysis of the test
• A suitable class to test
Top-down testing may mean that user representatives should be present at a unit
testing session if predicates and pathways are being tested.

ICAT4242B Perform unit test for a class Section 9 Test
contexts most of which are complex and non-routine.
others

Section 9 Test ICAT5077B Develop detailed test plan
ICAT5077B Develop detailed test plan
Field Test
Unit descriptor This unit defines the competency required to plan for testing by collating
documentation of conditions and expected results sufficient to allow for
thorough system testing.

Guide.
1. Prepare test 1.1 Determine structure of system and user accounts to understand the test
environment and environment
gather tools 1.2 Determine areas to test and objectives of the testing ensuring adherence to
organisational standards
1.3 Ensure accessibility of documentation
1.4 Notify user representatives or approval authorities of objectives and
scheduled test
1.5 Notify operations staff of scheduled test to ensure preparedness and an
understanding of implications
2. Prepare test data 2.1 Gather test schedules
2.2 Correlate schedules with related functionality
2.3 Check testing schedule prior to validation
2.4 Prepare test drivers/stubs for test harness
2.5 Register test plan, and initiate log entries
2.6 Take action to ensure adherence to organisational standards
3. Complete test plan 3.1 Use software metrics where appropriate
and acceptance 3.2 Validate test and acceptance processes
processes
3.3 Ensure documentation and reporting comply with test plan and quality
benchmarks
RANGE STATEMENT
VARIABLE SCOPE
Testing schedule May take into account but is not limited to dependency, importance, testability,
complexity, security, and X-factor, where X is an unknown and may or may not
impact on the test schedule.

ICAT5077B Develop detailed test plan Section 9 Test
Quality May include:

benchmarks • AS 4043-1992 Software configuration management
• AS 4042-1992 Software configuration management plans
• AS 3925.1-1994 Software quality assurance – plans
• AS/NZS 4258:1994 Software user documentation process
• AS/NZS ISO/IEC 12207:1997 Information technology – software life cycle
processes
• AS/NZS 14102:1998 Information technology – guideline for evaluation and
selection of CASE tools
EVIDENCE GUIDE
Critical aspects of Assessment must confirm sufficient knowledge of interpreting software
evidence specifications and the ability to consistently and accurately develop a
comprehensive test plan.
skills • Broad knowledge of at least three different operating systems, with detailed
knowledge of operating systems relevant to project requirements.
• Detailed knowledge of system/application being tested
• Broad knowledge of testing techniques, with detailed knowledge of features
and processes in some areas
Skills include:
• Skills involving participation in critical areas (e.g. access control, pathing)
information (e.g. when all documentation and checklists are completed)
• Application usage skills in relation to analysis, evaluation and presentation
of information
• Planning skills in relation to communications and risk management
(e.g. when test plan is walked through according to project requirements)
• Research skills for identifying, analysing and evaluating broad features of
system testing and best practice in system testing, for example when critical
areas to test are determined such as the use of application skills
Section 1.

Section 9 Test ICAT5077B Develop detailed test plan
To demonstrate this unit of competency the test plan will need to document:
• Test conditions/cases to be applied
• Data to be processed
• Automated testing coverage
• Expected results
Activities, dependencies and effort required to conduct the system test
Resources Assessment of this competency requires access to project documentation such as:
• System engineering management plan
• Test and evaluation program plan
• Project plan
• System/application suitable for testing
Role context A test plan describes the scope, approach, resources, and schedule of intended
testing activities. It identifies test items, the features to be tested, the testing tasks,
who will do each task, and any risks requiring contingency planning.
The breadth, depth and complexity covering planning and initiation of alternative
characteristic.
requirements
parameters

ICAT5079B Perform integration test Section 9 Test
ICAT5079B Perform integration test
Field Test
Unit descriptor This unit defines the competency required to ensure that the components of the
system operate together to the expected standard.
• ICAA5050B Develop detailed component specifications from project
specifications

Guide.
1. Prepare for test 1.1 Prepare the test environment
1.2 Prepare the test scripts (online test) or test run (batch test) for running
1.3 Review expected results against test and acceptance criteria
1.4 Confirm pre-existing modules and compile modification logs
1.5 Perform static tests of each point of integration and verify correctness of
arguments, positional parameters and return values in each integration
suite
1.6 Review results of earlier component testing and ensure critical issues are
identified and taken into account
2. Conduct test 2.1 Select appropriate test tools
2.2 Run test scripts and document the results against software life cycle model
2.3 Ensure that memory leakage, global name space pollution and static
variables are specifically addressed for each integration unit in line with
test and acceptance criteria
2.4 Follow and adopt integration standards where appropriate in line with
quality benchmarks
2.5 Compare test results to requirements on completion of each integration
component
3. Analyse and 3.1 Summarise and classify test results and highlight areas of concern
classify results 3.2 Compare the test results against the requirements and design specification
and prepare report
3.3 Notify operations of completion of the testing
3.4 Ensure attendees’ details/comments are logged and signatures gained
3.5 Schedule a feedback meeting to discuss report and possible next actions
with stakeholders if necessary
3.6 Ensure test reporting compliance with documentation and reporting
standards

Section 9 Test ICAT5079B Perform integration test
RANGE STATEMENT
VARIABLE SCOPE
Test environment May include data, program libraries, network/communications and other
equipment, operating system and other support software
Software life cycle May include:
• AS/NZS ISO/IEC 12207:1997 Information technology – Software life cycle
processes
• AS/NZS 15271:1999 Guide for AS/NZS ISO/IEC 12207 Information
technology – software life cycle processes)
Test and May include:
acceptance • AS 4006-1992 Software test documentation
processes
• AS/NZS 14143.1:1999 Information technology – software measurement –
functional size measurement – definition of concepts
• AS/NZS 15026:1999 Information technology – system and software
integrity levels
• AS 4006-1992 Software test documentation, IEEE Standard for software
unit testing
International and Australian Standards are updated and changed on a regular
basis. It is therefore important to check the Standards Australia website on a
regular basis for new standards: http://www.standards.com.au/
Quality There are several organisations that have developed standards for software
benchmarks review mainly: US Department of Defence (DoD) standards, IEEE, the Software
Engineering Institute (SEI), and ISO standards.
Relevant quality standards include:
• AS 4043-1992 Software configuration management
• AS 4042-1992 Software configuration management plans
• AS 3925.1-1994 Software quality assurance – plans
• AS/NZS 4258:1994 Software user documentation process
• AS/NZS ISO/IEC 12207:1997 Information technology – software life cycle
processes
• AS/NZS 14102:1998 Information technology – guideline for evaluation and
selection of CASE tools
International and Australian Standards are updated and changed on a regular
basis. It is therefore important to check the Standards Australia website on a
regular basis for new standards: http://www.standards.com.au
Test and Dependent on the type of test (e.g. functional, efficiency, cohesion)
acceptance criteria
Documentation and Documentation for version control may follow ISO/IEC/AS standards. Audit
reporting trails, naming standards, version control, project management templates and
report writing styles will vary according to organisational approach. Information
gathering processes may have associated templates.

Test tools May include:

Code/unit/class testing: AssertMate, BoundsChecker, C-Cover, CodeReview,
CodeWizard, DeepCover, FailSafe, Hindsight, Insure++, JCAST, Logiscope,
JavaPureCheck
Stress load testing: automated test facilities, e-Load, E-TEST Suite, e-MONITO,
Astra SiteManager, Astra SiteTest, AutoTester Web, LoadRunner, JavaLoad
Applications testing: DataShark, Cyrano Suite, Datatect, preVue-C/S
EVIDENCE GUIDE
Critical aspects of Assessment must confirm sufficient knowledge of the integration requirements
evidence for the units of the particular system.
Assessment must confirm the ability to determine whether the units of the system
operate according to requirements specifications.
The person will need to ensure that:
• Components have been compiled, linked, and loaded together
• Components have successfully passed the integration tests at the interface
level between each component
It should be noted that the quality of code is not being assessed, but the
competency of testing the components.
skills • Broad knowledge of at least two programming languages, with detailed
knowledge of programming languages required by system
• Detailed knowledge of system/application being tested
Skills include:
involving participation in the development of strategic initiatives (e.g. when
static tests of each point of integration are performed and correctness of
arguments, positional parameters and return values in each integration suite
are verified)
evaluation and presentation of information (e.g. when attendees’
details/comments are logged and signatures are gained)
• Data analysis skills in relation to analysis, evaluation and presentation of
information (e.g. when static tests of each point of integration are performed
and correctness of arguments, positional parameters and return values in
each integration suite are verified, and when each test script is run and
results are documented, and when memory leakage, global name space
pollution, static variables are specifically addressed for each integration
unit)

Section 9 Test ICAT5079B Perform integration test

system testing and best practice in system testing; high-order problem
solving skills (e.g. when results of earlier unit testing are reviewed and
critical issues to take into account are identified)
• Programming skills in programming language/s relevant to project
(e.g. when static tests of each point of integration are performed and
correctness of arguments, positional parameters and return values in each
integration suite are verified, and when each test script is run and results are
documented)
Section 1.
• ICAA5050B Develop detailed component specification from project
specification
• Acceptance criteria
• Test plan
• Integration standards
• Requirements and design documents used in the analysis of the test
Role context Integration testing involves formal testing of the combined parts of an application
to determine if they function together correctly and is usually performed after
unit and functional testing. This type of testing is especially relevant to
client/server and distributed systems.
characteristic.


requirements
parameters

Section 9 Test ICAT5081B Perform systems test
ICAT5081B Perform systems test
Field Test
Unit descriptor This unit defines the competency required to ensure that the properties of the
entire system are tested and proved adequate before handover to the client/user
for final acceptance testing.
unit • ICAT3025B Run standard diagnostic tests
• ICAT5084B Perform stress and load testing on integrated platform

Guide.
1. Prepare for test 1.1 Prepare the test environment
1.2 Determine software life cycle
1.3 Define test plan and appropriate test tools
1.4 Recognise and separate the system into runnable modules mirroring live
scenarios
1.5 Gather and prepare logs and result sheets
1.6 Notify operations of scheduled test to ensure preparedness and
understanding of implications for operations
1.7 Prepare test scripts (online test) or test run (batch test) for running
1.8 Review expected results against acceptance criteria (walkthrough) and
system requirements documentation
2. Conduct test 2.1 Run test scripts and document results in line with test and acceptance
processes
2.2 Perform required quality benchmarks or comparisons in readiness for
acceptance testing
2.3 Adopt organisation/industry standards, where appropriate
2.4 Compare actual results to expected results on completion of each system
unit, and complete result sheets

ICAT5081B Perform systems test Section 9 Test
3. Analyse and 3.1 Summarise and classify results, highlighting critical or urgent areas of
classify results concern and prepare report
3.2 Compare results against requirements
3.3 Notify operations of test completion
3.4 Log attendees’ details/comments and gain required signatures
3.5 Schedule feedback meeting to discuss report and possible next actions
with stakeholders if necessary
3.6 Ensure test reporting compliance with documentation and reporting
standards
RANGE STATEMENT
VARIABLE SCOPE
Test environment Data, program libraries, network/communications and other equipment, operating
system and other support software
Test tools May include:
Code/unit/class testing: AssertMate, BoundsChecker, C-Cover, CodeReview,
CodeWizard, DeepCover, FailSafe, Hindsight, Insure++, JCAST, Logiscope,
JavaPureCheck
Stress load testing: automated test facilities, e-Load, E-TEST Suite, e-MONITO,
Astra SiteManager, Astra SiteTest, AutoTester Web, LoadRunner, JavaLoad
• Applications testing: DataShark, Cyrano Suite, Datatect, preVue-C/S
EVIDENCE GUIDE
Critical aspects of Assessment must confirm sufficient knowledge of components and runnable
evidence modules that make up a total system.
skills • Broad general knowledge of system requirements, with detailed knowledge
of particular system requirements and features
• Organisational rules for preparing test

Section 9 Test ICAT5081B Perform systems test
Skills include:
involving participation in the development of strategic initiatives, for
example when ability to recognise and separate the system into runnable
modules mirroring live scenarios is demonstrated such as the case with end
of day, interactive query scenarios of various loads)
evaluation and presentation of information (e.g. when attendees’
• Analysis/Programming skills in relation to testing the operation and
consistency of the total system (e.g. when test scripts (online test) or test run
(batch test) are prepared for running)
• Questioning and active listening skills (e.g. when attendees’
Section 1.
Assessment must confirm the ability to test the operation and consistency of the
total system according to the system requirements.
The person will have clearly identified the results of the systems tests. The
system test should clearly confirm that:
• Functionality, delivered by the development team, is as specified by the
business in the business design specification document and the requirements
documentation
• Software is of high quality; the software will replace/support the intended
business functions and achieves the standards required by the organisation
for the development of new systems
• Software delivered interfaces correctly with existing systems
If the system test does not confirm the above, then the person will need to
document how the system has not met the test criteria.
• ICAT5084B Perform stress and load testing on integrated platform

ICAT5081B Perform systems test Section 9 Test
Resources All testing should be carried out on the same platform as the completed system.
Scheduled testing should be on the production platform. The production
environment is required as part of test preparation.
The systems test is a fully functional exercising of the system to be implemented.
As such, all resources necessary to execute the entire system will be required.
To demonstrate competency in this unit the person will require access to:
• System test plan
• Requirements and design documents
• Test plan
• Human resources assigned and in place
• Test hardware and environments in place and free for system test use
Role context The purpose of system testing is to identify defects that will only surface when a
complete system is assembled. That is, defects that cannot be attributed to
individual components or the interaction between two components. System
testing includes testing of performance, security, configuration sensitivity, start-
up and recovery from failure modes and takes place prior to delivery.
characteristic.
requirements
parameters

Section 9 Test ICAT5082B Manage the testing process
ICAT5082B Manage the testing process
Field Test
Unit descriptor This unit defines the competency required to effectively manage and
administer the end-to-end testing process including test definition, execution
and reporting.
unit • ICAT5077B Develop detailed test plan

Guide.
1. Develop test 1.1 Determine testing requirements and objectives
schedule 1.2 Review test plan, where available
1.3 Develop testing timeline and allocate resources
1.4 Document test objectives and schedule according to test procedures and
1.5 Obtain feedback and incorporate relevant changes
2. Complete test 2.1 Copy necessary code into the testing environment
procedures 2.2 Allocate and manage personnel carrying out the testing process
2.3 Administer alterations/changes to the code
2.4 Integrate code into production environment
3. Review the 3.1 Administer full system test to ensure suitability of the system
completeness and 3.2 Document outcomes of system test for use in subsequent development
accuracy of the phases
system
RANGE STATEMENT
VARIABLE SCOPE
person

ICAT5082B Manage the testing process Section 9 Test
EVIDENCE GUIDE
Critical aspects of Assessment must confirm sufficient knowledge of entire system requirements,
evidence both development and implementation in order to effectively manage and
administer a full testing process.
Assessment must confirm ability to successfully review and accept or reject a
pre-implemented system based on test outcomes.
skills • Detailed knowledge of system/application being tested
• Broad general knowledge of system requirements, with detailed knowledge
of the particular system requirements and features
• Detailed knowledge of organisational procedures (e.g. when reviewing the
completeness and accuracy of the system)
Skills include:
involving participation in the development of strategic initiatives (e.g. when
programs are booked out of the test environment either to development for
error correction or to be copied into an ‘acceptance’ library when approved
for production)
evaluation and presentation of information (e.g. when the procedures and
documentation used in the system test are reviewed, for use again when
implementing subsequent phases)
• Application usage skills in relation to analysis, evaluation and presentation
of information (e.g. when programs are booked out of the test environment
to be copied into an ‘acceptance’ library/server when approved for
production)
• Questioning and active listening skills (e.g. when the suitability of the
system: fulfilment of objectives and suitability to all parties is reviewed)
communications and risk management (e.g. when results documentation is
completed to the standard required for the project)
system testing and best practice in system testing (e.g. when end of the
system test is determined according to when the required level of confidence
is achieved)
defined range of predictable problems (e.g. when completion date and
warranty issues of defects found are negotiated)

Section 9 Test ICAT5082B Manage the testing process
Section 1.
The person will have clearly identified the results of the systems tests. The
system test should clearly confirm that:
• Functionality, delivered by the development team, is as specified by the
business in the business design specification document and the requirements
documentation
• Software is of high quality; the software will replace/support the intended
business functions and achieves the standards required by the organisation
for the development of new systems
• Software delivered interfaces correctly with existing systems
If the system test does not confirm the above, then the person will have
documented how the system has not met the test criteria.
• Human resources assigned and in place
• Requirements and design documentation
• Test plan
• All test hardware and environments in place and free for system test use
The system test is a fully functional exercising of the system to be implemented,
as such, all resources necessary to execute the entire system will be required.
Role context Effective test management should ensure that all testing is carried out on the
same platform as the completed system. Scheduled testing should be on the
production platform and the production environment will be required as part of
test preparation.
characteristic.

ICAT5082B Manage the testing process Section 9 Test

requirements
parameters

Section 9 Test ICAT5083B Develop and conduct client acceptance test
ICAT5083B Develop and conduct client acceptance test
Field Test
Unit descriptor This unit defines the competency required to plan and conduct acceptance
testing as part of the process whereby clients will determine whether to accept
the system
unit • ICAW4027B Relate to clients on a business level
• ICAA5048B Develop configuration management protocols
• ICAT5077B Develop detailed test plan

Guide.
1. Identify acceptance 1.1 Review system requirements documentation and project plans to identify
criteria and mandatory system objectives and optional criteria/conditions for
develop test plan acceptance of system
1.2 Develop test plan based on system requirements
1.3 Review and validate the test plan based on mandatory criteria/conditions,
and system objectives and requirements
1.4 Clearly communicate the test plan to the client and prepare the client for
the acceptance test
1.5 Notify appropriate person of the scheduled acceptance test
2. Perform functional 2.1 Prepare the test environment for client use
testing on software 2.2 Perform the testing according to the test plan and documentation
modules
2.3 Execute each test cycle
2.4 Document errors, difficulties or communicated problems
3. Validate test results 3.1 Record and investigate discrepancies and corrections according to project
against expected procedures and timeframe
results 3.2 Brief the client on outcomes to ensure the client understands test results
3.3 Monitor system performance as required
3.4 Reschedule required code changes or modifications

ICAT5083B Develop and conduct client acceptance test Section 9 Test
4. Obtain sign-off and 4.1 Confirm with the client the results of the test
acceptance 4.2 Identify and document client concerns over system operation, identify
possible solutions, and if necessary notify appropriate development staff
4.3 Obtain client acceptance and sign-off by the client of that acceptance
4.4 Seek and formalise the agreement of involved parties regarding the
rescheduling of further required maintenance
RANGE STATEMENT
VARIABLE SCOPE
person
EVIDENCE GUIDE
Critical aspects of Assessment must confirm ability to review test plan documentation and ensure all
evidence client acceptance requirements will be explicitly and accurately tested to
predetermined standards of consistent performance.
skills • Detailed knowledge of system/application being tested
• Detailed knowledge of client user requirements (e.g. when identifying
acceptance criteria and testing plan developed)
• Detailed knowledge of business rules and standards (e.g. when identifying
acceptance criteria and testing plan developed)

Skills include:
• Analysis skills in relation to analysis, evaluation and presentation of
information (e.g. when mandatory system objectives and optional
criteria/conditions for acceptance of system are reviewed through system
requirements documentation and project plans)
• Questioning and active listening skills (e.g. when test phases are confirmed
with client to ensure client understanding of test sequences)
communications and risk management (e.g. when successful test is
confirmed with client)
Section 1.
• System operates in the manner expected
• Supporting material such as procedures and forms is accurate and suitable
for the purpose intended
• There are no gaps in functionality
• Individual elements and the overall system provide the desired result or
functionality
• Unit and suite user documentation is available and accurate
• User-accepted code is copied correctly to the live area.
• Version numbers are correct and the code is operational
• ICAA5048B Develop configuration management protocols
• ICAT5077B Develop detailed test plan

ICAT5083B Develop and conduct client acceptance test Section 9 Test
• Project documentation, including templates, standards, specifications, client
user and technical manuals
• Test plan
• Acceptance criteria
• Technical components of system, including software, hardware, network
• Staffing resources, including development, operations, client user
representatives (in a simulation, the trainer/assessor may take on some of
these roles)
Role context Formal acceptance testing is conducted to determine whether or not a system
satisfies its acceptance criteria and to enable the customer to determine whether
or not to accept the system. Such testing is designed to determine whether the
system meet the requirements specified in the contract or by the user.
Client user acceptance is a phase within the overall development life cycle of a
system. Client acceptance testing usually occurs during the implementation
phase, but planning and preparation should begin in the design phase, and run
concurrently (design/code/implementation).
Acceptance tests relate to the functionality of the system as stated in the
requirements specification, and functional test cases must be selected to satisfy
the agreed acceptance criteria.

These tests cover areas such as performance, security, reliability, load/stress

testing, volume testing, human computer interaction tests, configuration testing,
compatibility testing, documentation, and human procedures. Client acceptance
tests should be a strictly controlled process. 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.
requirements
parameters

ICAT5084B Perform stress and load testing on integrated platform Section 9 Test
ICAT5084B Perform stress and load testing on integrated platform
Field Test
Unit descriptor This unit defines the competency required to plan and perform stress and load
testing on the integrated platform

Guide.
1. Create test plan 1.1 Determine scope, objectives and specific tests in order to place load on
the system, include expected results and performance impact
1.2 Determine and document standards for acceptance/compliance with client
1.3 Determine and document clear responsibilities and contact points with
third-party suppliers for support
1.4 Ascertain testing resources and tools from a range of available sources
1.5 Identify and record base system loads or level of activity against which
the test will be measured
1.6 Identify processes/steps in test, including automated testing
1.7 Assemble test plan documentation and distribute to appropriate person
2. Undertake test 2.1 Implement test plan according to test plan sequencing
2.2 Confirm that each technology component operates correctly within
integrated platform
2.3 Confirm that integrated platform operates to project and industry
standards
2.4 Undertake documentation of testing outcomes to meet project standards
2.5 Detect faults
3. Diagnose and 3.1 Identify and document faults according to project plan
resolve faults 3.2 Diagnose faults and take corrective action
3.3 Manage problem resolution processes according to project procedures
3.4 Enforce compliance standards with third-party suppliers, as required
4. Update 4.1 Update appropriate project and system documentation to record and
documentation present test findings to development staff for their attention, if test is
unsuccessful

Section 9 Test ICAT5084B Perform stress and load testing on integrated platform
RANGE STATEMENT
VARIABLE SCOPE
Component May include severs, networks, databases, software integration and more
Project plan May include parties and their responsibilities, project scope, project objectives,
schedule, project budget
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to comprehensively test the system’s ability
evidence to cope with expected high levels of data volume while meeting the
predetermined performance standards.
Assessment must confirm the ability to identify problems and identify fault
resolution strategies that may occur during stress testing
• System operates in the manner expected under expected conditions
• Supporting material such as procedures and forms is accurate and suitable
for the purpose intended
• Stated conditions reflect the upper limits expected by client
• There are no unacceptable reductions in service
• Individual elements and the overall system provide the desired result or
functionality
• Documentation is available and accurate
skills • Detailed knowledge of program design and performance
• Detailed knowledge of system/application requirements and performance

ICAT5084B Perform stress and load testing on integrated platform Section 9 Test
Skills include:
• Problem solving skills for a broad range of unpredictable problems
involving analysis, diagnosis, evaluation and the development of new
criteria, knowledge or procedures (e.g. when problem resolution processes
are managed according to project procedures)
• Estimating skills for use across a range of unpredictable project contexts in
relation to either varied or highly specific functions (e.g. when scope,
objectives and specific tests are determined in order to place load on the
system and expected results and performance impact are determined)
• An ability to collect information and gain consensus on concepts, (e.g. when
standards for acceptance/compliance are determined with client, and when
clear responsibilities and contact points with third-party suppliers for
support are determined)
• Negotiation and influencing skills in relation to team members and applied
to a undefined range of unpredictable problems (e.g. when clear
responsibilities and contact points with third-party suppliers for support are
determined)
Section 1.
• Project documentation, including templates, standards, specifications, client
user and technical manuals
• Business rules and expected loads
• Base tools
• Technical components of system, including software, hardware, network
• Staffing resources, including development, operations, client user
representatives (in a simulation, the trainer/assessor may take on some of
these roles)

Section 9 Test ICAT5084B Perform stress and load testing on integrated platform
Role context Stress load testing usually occurs during the implementation phase, but planning
and preparation should begin in the design phase, and run concurrently
(design/code/implementation).
characteristic.
requirements
parameters

Section 10 Use Table of Contents
Section 10 USE
Units of Competency
Table of Contents
ICAU1128B Operate a personal computer______________________________________ 1

ICAU1129B Operate a word processing application ______________________________ 5
ICAU1130B Operate a spreadsheet application__________________________________ 9
ICAU1131B Operate a database application ___________________________________ 13
ICAU1132B Operate a presentation package___________________________________ 16
ICAU1133B Send and retrieve information using web browsers and email ___________ 20
ICAU1204B Locate and use relevant on-line information_________________________ 24
ICAU1211B Operate accounting applications __________________________________ 27
ICAU1213B Conduct on-line transactions_____________________________________ 30
ICAU1215B Use personal productivity tool ___________________________________ 33
ICAU2005B Operate computer hardware _____________________________________ 36
ICAU2006B Operate computing packages ____________________________________ 40
ICAU2007B Maintain equipment and consumables _____________________________ 44
ICAU2013B Integrate commercial computing packages__________________________ 48
ICAU2231B Use computer operating system __________________________________ 52
ICAU3004B Apply occupational health and safety procedures_____________________ 56
ICAU3019B Migrate to new technology ______________________________________ 59
ICAU3028B Customise packaged software applications for clients _________________ 62
ICAU3126B Use advanced features of computer applications _____________________ 66
ICAU4205B Select and employ software and hardware tools______________________ 69
ICAU4207B Apply web authoring tool to convert client data for websites ___________ 74
ICAU5208B Use site server tools for transaction management_____________________ 78

Table of Contents Section 10 Use

Section 10 Use ICAU1128B Operate a personal computer
ICAU1128B Operate a personal computer
Field Use
Unit descriptor This unit defines the competency required to operate a personal computer,
including starting the PC, logging in, using and understanding desktop icons
and their links to underlying programs, navigating a directory structure, saving
work, printing, closing down the PC.
• ICAU1129B Operate a word processing application

1. Start the computer 1.1 Check peripheral device connections for correct position
1.2 Switch on power at both the power point and computer
2. Access basic 2.1 Insert user name and password as prompted and note access, privacy,
system security and related conditions of use displayed on introductory screens
information 2.2 Navigate through the operating system to access system information to
identify system configuration and application versions in operation
2.3 Use on-line help functions as required
3. Navigate and 3.1 Create and customise desktop icons
manipulate 3.2 Select, open and close desktop icons to access application programs
desktop
3.3 Manipulate application windows and return desktop to original condition
environment
4. Organise basic 4.1 Create and name directories and subdirectories
directory/folder 4.2 Identify attributes of directories
structure and files
4.3 Move subdirectories between directories
4.4 Rename directories as required
4.5 Access directories and subdirectories via different paths
5. Organise files for 5.1 Use system browser to search drives for specific files
user and/or 5.2 Access the most commonly used types of files in the directories
organisation
5.3 Select, open and rename groups of files as required
requirements
5.4 Move files between directories
5.5 Copy files to disk
5.6 Restore deleted files as necessary
5.7 Erase and format disks as necessary
6. Print information 6.1 Add a printer if required and ensure correct printer settings
6.2 Change the default printer if appropriate
6.3 Print information from an installed printer
6.4 View and delete progress of print jobs as required

ICAU1128B Operate a personal computer Section 10 Use
7. Shut down 7.1 Save any work to be retained and close all open application programs
computer correctly
7.2 Shut down computer correctly
RANGE STATEMENT
VARIABLE SCOPE
Peripheral device May include but is not limited to mouse, keyboard, visual display unit, monitor and
printer.
Computer May include laptops, workstations, servers or other devices.
programs browsers, system browsers and spreadsheets.
System May include but is not limited to the hardware and software components that run a
information computer.
On-line help An instruction manual or a portion of the manual, integrated into the program.
functions
Attributes Indicates several properties of the directory. For example, they indicate whether the
directory is read-only, whether it needs to be backed up, and whether it is visible or
hidden.
System browser May include but is not limited to Windows explorer, Konqueror.
Disks May include but are not limited to floppy disks, CDs, CD-RW (compact disks-read
write), DVD RW, zip disks, flash drives, solid state hard drives.
Printer settings May include layout, paper size, paper tray, cartridge type, number of copies,
orientation.
Information May include but is not limited to documents, test pages, web pages and other
output.
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to use software, navigate around the desktop,
evidence use system features to perform tasks, and save results of work.
skills • Basic keyboarding skills
• Computer functions
• Basic parts of a computer and various hardware components
• Storage devices and basic categories
• Basic software operation

Section 10 Use ICAU1128B Operate a personal computer
Skills include:
• Saving and retrieving files to various locations
• Mouse management (button usage) for different applications
• Reading and writing at a level where basic workplace documents are
understood
• Ability to communicate with peers and supervisors
• Seeking assistance and expert advice
• The ability to input user access details for accessing a personal computer
(PC) (possibly a networked environment)
guidance the workplace. In undertaking training and assessment activities related to this
Section 1.
in the workplace or in a simulated environment. However, simulated activities
must closely reflect the workplace to enable full demonstration of competency.
• Printer
• Mouse and keyboard
• Monitor
• Basic software
Role context Demonstrating competency will include knowledge by recall in a narrow range of
areas; demonstrating basic practical skills, such as the use of relevant tools and
applications; performing a sequence of routine tasks given clear direction; and
receiving and passing on messages or information.

ICAU1128B Operate a personal computer Section 10 Use
Using a personal computer is an essential business function and basic core skill in
most workplaces. Demonstration of this competency will require:
• Knowledge of PC operations in a narrow range of areas
• Basic PC practical skills
• Performing a sequence of routine tasks after having received clear direction
• Receiving and passing on messages and information.
group.

Section 10 Use ICAU1129B Operate a word processing application
ICAU1129B Operate a word processing application
Field Use
Unit descriptor This unit defines the competency required to correctly operate word
processing applications and perform basic operations including the creation
and formatting of documents, creating tables, printing labels and mail merge.
• ICAU1130B Operate a spreadsheet application
• ICAU1132B Operate a presentation package

Guide.
1. Create documents 1.1 Open word processing application and create/open document and add
data according to information requirements
1.2 Use document templates as required
1.3 Use simple formatting tools when creating the document
1.4 Save document to correct directory
2. Customise basic 2.1 Adjust page layout to meet information requirements
settings to meet 2.2 Open and view different toolbars
page layout
conventions 2.3 Change font format to suit the purpose of the document
2.4 Change alignment and line spacing according to document information
requirements
2.5 Modify margins to suit the purpose of the document
2.6 Open and switch between several documents
3. Format document 3.1 Use formatting features and styles as required
3.2 Highlight and copy text from another area in the document or from
another active document
3.3 Insert headers and footers to incorporate all necessary data
3.4 Save document in another file format
3.5 Save and close document to disk

ICAU1129B Operate a word processing application Section 10 Use
4. Create tables 4.1 Insert a standard table into a document

4.2 Change cells to meet information requirements
4.3 Insert and delete columns and rows as necessary
4.4 Use formatting tools according to style requirements
5. Add images 5.1 Insert appropriate images in a document and customise as necessary
5.2 Position and resize images to meet the document formatting needs
6. Use mail merge 6.1 Create simple mailing list in layout suitable for merging
6.2 Create or select another document for merging
6.3 Mail merge list with other document
7. Print documents 7.1 Preview document in print preview mode
7.2 Select basic print settings
7.3 Print document or part of the document from printer
RANGE STATEMENT
VARIABLE SCOPE
Information May include memos, letters, minutes, agendas and other business documents
requirements required by the organisation
Formatting tools Menu commands within the application, such as: help, search and replace,
spell check, undo, cut, copy, paste, borders, shading.
Toolbars Toolbars can contain buttons, menus or a combination of both
Font format Font format is the combination of typeface and other attributes, such as size,
pitch and spacing of the font
Alignment May be left, centred, right or justified
Formatting features May include italics, bold, underline and hyphenation
File format May include but is not limited to html pages, pdf files, text files, doc files,
sxw (star office) files and CSV files
Disk May include but are not limited to disks, CDs, CD-RW (Compact Discs-Read
Write),DVD RW, zip disks, solid state hard drives.
Images May be but is not limited to graphics, clipart or pictures
Print settings May include layout, paper size, number of copies, orientation, sides
EVIDENCE GUIDE
Critical aspects of Assessment must ensure the ability to create open and retrieve documents,
evidence customise basic settings, format documents, create tables, add objects and
images, and save and print documents.

Section 10 Use ICAU1129B Operate a word processing application

skills • Organisational benchmarks for minimum typing skills, including speed
and accuracy
• Creating and opening documents
• Formatting documents
• Inserting tables and images
• Saving, printing and closing documents
• Mail merge function
Skills include:
• Low-level decision making in relation to a limited range of routine areas
• Problem solving skills in known areas during normal routine
understood
units for assessment purposes may vary with the particular project or
scenario.
• Printer
• Monitor

ICAU1129B Operate a word processing application Section 10 Use
• Basic software
• Documents detailing organisational style guide/policy
• Documents or information containing data suitable for use with word
processing packages
Role context The breadth, depth and complexity of knowledge and skills in this
competency would prepare a person to perform a defined range of activities
many of which may be routine and predictable.
preparatory access and participation skills, broad-based induction skills
and/or specific workplace skills. They may also include participation in a
team or work group.
• Receive and pass on messages and information.
Operating a word processing application is a core function for almost all
businesses and is an essential skill.
• Demonstrating basic word processing skills in a moderate range of areas
• Applying a defined range of skills to basic processing operations
• Applying known processing solutions to a limited range of predictable
problems
• Performing a range of basic processing tasks where operating options
are varied

Section 10 Use ICAU1130B Operate a spreadsheet application
ICAU1130B Operate a spreadsheet application
Field Use
Unit descriptor This unit defines the competency required to correctly operate spreadsheet
applications and perform basic operations.

1. Create 1.1 Open spreadsheet application and create/open spreadsheet file and enter
spreadsheets numbers, text and symbols into cells according to information
requirements
1.2 Enter simple formulas using cell referencing where required
1.3 Correct formulas when error messages occur
1.4 Use a range of common tools during spreadsheet development
1.5 Edit columns and rows within the spreadsheet
1.6 Use the autofill function to increment data where required
1.7 Save spreadsheet to correct directory or folder
2. Customise basic 2.1 Adjust page layout to meet user requirements or special needs
settings 2.2 Open and view different toolbars
2.3 Change font settings so they are appropriate for the purpose of the
document
2.4 Change alignment options and line spacing according to spreadsheet
formatting features
2.5 Format cell to display different styles as required
2.6 Modify margin sizes to suit the purpose of the spreadsheets
2.7 View multiple spreadsheets concurrently

ICAU1130B Operate a spreadsheet application Section 10 Use
3. Format 3.1 Use formatting features as required

spreadsheet 3.2 Copy selected formatting features from another cell in the spreadsheet or
from another active spreadsheet
3.3 Use formatting tools as required within the spreadsheet
3.4 Align information in a selected cell as required
3.5 Insert headers and footers using formatting features
3.6 Save spreadsheet in another format
3.7 Save and close spreadsheet to disk
4. Incorporate 4.1 Import an object into an active spreadsheet
object and chart 4.2 Manipulate imported object by using formatting features
in spreadsheet
4.3 Create a chart using selected data in the spreadsheet
4.4 Display selected data in a different chart
4.5 Modify chart using formatting features
5. Print spreadsheet 5.1 Preview spreadsheet in print preview mode
5.2 Select basic printer options
5.3 Print spreadsheet or selected part of spreadsheet
5.4 Submit the spreadsheet to the appropriate person for approval or
feedback
RANGE STATEMENT
VARIABLE SCOPE
Tools May include help, search and replace, spell check, undo and simple formatting
tools.
Edit May include but is not limited to Add, select, copy, paste, delete or move.
Data May include text or symbols added to the document
Layout May include but is not limited to display modes, orientation and size.
Toolbars May can contain buttons, menus or a combination of both.
Font settings May include type, size and colour.
Alignment May be left, centred, right or justified
Formatting features May include italics, bold, underline and hyphenation.
Formatting tools Menu commands within the application, such as: help, search and replace,
spell check, undo, cut, copy, paste.
Format Saving the spreadsheet as another type of document, such as: HTML, XML,
comma separated values or text.
Disk May include but are not limited to disks, CDs, CD-RW (Compact Discs-Read
Write), DVD RW, zip disks, solid state hard drives.
Object Any item that can be inserted into the spreadsheet, such as: other documents,
pictures and sound.

Section 10 Use ICAU1130B Operate a spreadsheet application
EVIDENCE GUIDE
Critical aspects of Assessment must confirm ability to complete basic operations associated with
evidence creating, formatting, saving and printing a spreadsheet, including creating
basic formulas and working with objects and charts.
skills • Logging in procedures relating to accessing a PC
• Basic mathematics
• Basic technical terminology in relation to reading help files and prompts
Skills include:
• Low-level decision making in relation to creating and manipulating
spreadsheet data
understood
• Interpretation of user manuals

ICAU1130B Operate a spreadsheet application Section 10 Use
• Printer
• Monitor
• Basic software
• Documents or information containing data suitable for creating
spreadsheets
Role context An individual demonstrating this competency may use pre-existing data
(e.g. documents, spreadsheet data, data from database tables) or create new
data when creating and manipulating spreadsheets.
The use of spreadsheets for business and mathematical applications is
widespread. In some cases, spreadsheets can operate as sophisticated
computerised ledgers and enable the collation, manipulation and presentation
of complex data.
specific workplace skills. They may also include participation in a team or
work group.

Section 10 Use ICAU1131B Operate a database application
ICAU1131B Operate a database application
Field Use
Unit descriptor This unit defines the competency required to operate database applications
and perform basic operations.

Guide.
1. Create database 1.1 Open a database application and design a two-table simple relational
database incorporating basic design principles
1.2 Develop a table with fields and attributes according to database usage, as
well as user requirements
1.3 Create a primary key and establish an index for each table
1.4 Modify table layout and field attributes as required
1.5 Create a relationship between the two tables
1.6 Add and modify data in a table according to information requirements
1.7 Add and delete records as required
1.8 Save and close down database to disk
2. Customise basic 2.1 Adjust page layout to meet user requirements
settings 2.2 Open and view different toolbars
2.3 Format font as appropriate for the purpose of the database entries
3. Create reports 3.1 Design reports to present data in a logical sequence
3.2 Modify reports to include/exclude additional requirements
3.3 Distribute reports to appropriate person in a suitable format
4. Create forms 4.1 Use a wizard to create a simple form
4.2 Open existing database and modify records through a simple form
4.3 Rearrange objects within the form to accommodate information
requirements

ICAU1131B Operate a database application Section 10 Use
5. Retrieve 5.1 Access existing database and locate required records

information 5.2 Create simple query and retrieve required information
5.3 Develop query with multiple criteria and retrieve required information
5.4 Select data and display appropriately
RANGE STATEMENT
VARIABLE SCOPE
Design principles May include naming conventions, data layout and formatting.
Attributes May include name, data type, size
Relationship May be but is not limited to one-to-one, one-to-many or many-to-many
relationships
Disk May include but are not limited to diskettes (floppy disks), CDs, CD-RW
(Compact Discs-Read Write),DVD RW, zip disks, solid state hard drives.
Page layout May include landscape and portrait
Toolbars May can contain buttons, menus or a combination of both
Font The combination of typeface and other attributes, such as size, pitch, and
spacing character or symbol.
Appropriate person May include a supervisor, teacher, authorised business representative or
client.
Objects May include buttons, checkboxes, option buttons, text boxes, drop down lists.
EVIDENCE GUIDE
Critical aspects of Assessment must ensure a person has the ability to design and develop a
evidence simple database using a standard database package. The person must add data,
use queries, and create forms and reports.
skills • Basic database design
• Knowledge of relationships between tables (cardinality)
• Knowledge of forms, reports and queries for retrieving and displaying
information
Skills include:
understood
• Ability to create a simple database

Section 10 Use ICAU1131B Operate a database application

Resources • Personal computer
• Basic software
• Documents or information containing data suitable for creating a
database
Role context An individual demonstrating these competencies, may use pre-existing data
(e.g. documents, spreadsheet data, data from database tables) or create new
data when creating and manipulating databases and tables.
The breadth, depth and complexity of knowledge and skills in this
work group.

ICAU1132B Operate a presentation package Section 10 Use
ICAU1132B Operate a presentation package
Field Use
Unit descriptor This unit defines the competency required to operate presentation
applications and perform basic operations.

Evidence Guide.
1. Create 1.1 Open a presentation package application and create a simple design for
presentations a presentation according to organisational requirements
1.2 Open a blank presentation and add text and graphics
1.3 Apply existing styles within a presentation
1.4 Use presentation template and slides to create a presentation
1.5 Use various tools to improve the look of the presentation
1.6 Save presentation to correct directory
2. Customise basic 2.1 Adjust display to meet user requirements
settings 2.2 Open and view different toolbars to view options
2.3 Ensure font settings are appropriate for the purpose of the presentation
2.4 View multiple slides at once

Section 10 Use ICAU1132B Operate a presentation package
3. Format 3.1 Use and incorporate organisational charts, bulleted lists and modify as
presentation required
3.2 Add objects and manipulate to meet presentation purposes
3.3 Import objects and modify for presentation purposes
3.4 Modify slide layout, including text and colours to meet presentation
requirements
3.5 Use formatting tools as required within the presentation
3.6 Duplicate slides within and/or across a presentation
3.7 Reorder the sequence of slides and/or delete slides for presentation
purposes
3.8 Save presentation in another format
3.9 Save and close presentation to disk
4. Add slide show 4.1 Incorporate preset animation and multimedia effects into presentation
effects as required to enhance the presentation
4.2 Add slide transition effects to presentation to ensure smooth
progression though the presentation
4.3 Test presentation for overall impact
4.4 Use onscreen navigation tools to start and stop slide show or move
between different slides as required
5. Print presentation 5.1 Select appropriate print format for presentation
and notes 5.2 Select preferred slide orientation
5.3 Add notes and slide numbers
5.4 Preview slides and spell check before presentation
5.5 Print the selected slides and submit presentation to appropriate person
for feedback
RANGE STATEMENT
VARIABLE SCOPE
Tools May include help, search and replace, spell check, undo and simple formatting
tools
Font settings May include type, size and colour
Objects May include other documents, pictures, tables and sound.
Formatting tools Menu commands within the application, such as help, search and replace, spell
check, undo, cut, copy, paste.
Format Saving the presentation as another type of document, such as: HTML, XML,
comma separated values or text.
Disk May include but are not limited to Floppy disks, CDs, CD-RW (Compact
Discs-Read Write), DVD RW, zip disks, solid state hard drives.
Print format May include layout, quality, and number of copies, colour or black and white.

ICAU1132B Operate a presentation package Section 10 Use
User requirements How the user wants an application, desktop, computer or document to appear
Toolbars Toolbars can contain buttons, menus or a combination of both
EVIDENCE GUIDE
Critical aspects of Assessment must ensure the learner can create, format and prepare presentations
evidence for distribution and display.
skills • Basic technical terminology in relation to reading help files and prompts
• Organisational benchmarks for keyboarding
• Different types of presentations: formal, informal; audience types
• Presentation pitfalls
Skills include:
understood
• Low-level decision making in relation to creating an electronic
presentation
in ICA05 Section 1.
• PC and printer
• Documents detailing organisational style guide/policy

Section 10 Use ICAU1132B Operate a presentation package
Role context Presentations are an important form of communication and marketing used by
organisations to convey information; presentations may be formal or informal.
An individual demonstrating this competency will be able to present a set range
of data in a simple and direct format using a presentation package.
group.

ICAU1133B Send and retrieve information using web browsers and email Section 10 Use
ICAU1133B Send and retrieve information using web browsers and

email
Field Use
Unit descriptor This unit defines the competency required to complete basic internet search
tasks as well as send and receive emails with attachments.
• ICAS2243B Detect and protect from spam and destructive software

Guide.
1. Access the 1.1 Open an internet browser and set a home page of personal choice by
internet setting internet options
1.2 Adjust the display of the internet browser to suit personal requirements
1.3 Modify toolbar to meet user and internet browser needs
1.4 Access a particular website, note privacy and other conditions of use and
retrieve data
1.5 Enter a uniform resource locator (URL), in the address line of the
internet browser
2. Search the 2.1 Locate and select appropriate search engine and define search
internet expressions based on the data required
2.2 Save search expression results and present them in a report according to
the information requirements
2.3 Create a bookmark within the internet browser or a link for the required
web page and save it in a bookmark folder
2.4 Modify the internet browser options for printing and print a web page
2.5 Close the internet browser
3. Research and 3.1 Select search engine and using key word search research the concept of
apply ‘netiquette’ netiquette (or web etiquette)
principles 3.2 Review rules of good online manners from at least two netiquette sites
3.3 Develop a personal list of netiquette principles to be applied to email
and newsgroup discussions
3.4 Check that these are consistent with organisational policies

Section 10 Use ICAU1133B Send and retrieve information using web browsers and email
4. Send and organise 4.1 Open an email application package and create a new email message
messages 4.2 Add addressee to the email message
4.3 Compose the text of an email message according to organisational
guidelines
4.4 Create and add an automatic signature for the user, so that it appears
automatically in every new email message that the user creates
4.5 Attach files to the email message, using the attachment feature
4.6 Determine and set a priority for an email message and spell check and
edit text as required
4.7 Send the email message
4.8 Reply to received messages and forward as appropriate, using the carbon
copy and forward features
4.9 Open and save an attachment to the relevant folder
4.10 Search for an email message and set a priority setting or delete as
necessary
4.11 Sort inbox according to sender’s name and date received
4.12 Save email messages in a folder
4.13 Compact folder to save space
4.14 Print an email message
5. Create an address 5.1 Manually add an email address to the email package address book
book 5.2 Update the address book by transferring the email address from a
received message
5.3 Create a distribution list and send out email message
RANGE STATEMENT
VARIABLE SCOPE
Internet browser May include but is not limited to Netscape Navigator, Internet Explorer,
Internet options Internet options include but are not limited to the configuring of the following
options: home page, location of temporary files, privacy level, security level,
type of connection and history.
Toolbar Toolbars can contain buttons, menus or a combination of both.
Netiquette Is sometimes referred to as web etiquette and is an informal code of manners
governing online conduct which may include but is not limited to the use of
upper and lower case letters in messages, not spamming other users, not
posting commercial messages to newsgroups, learning to lurk before posting,
respect for other’s time, privacy and bandwidth.
Search engine May include Snap, Questfinder, Ask Jeeves, Google, metacrawler, Alta Vista,
Excite, infoseek, Findlink, Northern Light, AOL Netfind, Hotbot, LookSmart,
Yahoo, Netscape, Lycos, Open Text, WebCrawler, Go To Dot Com,
Beaucoup, Meta Search, Search.com, Go2Network, Savvy Search, Profusion,
Dogpile, Metagopher.

ICAU1133B Send and retrieve information using web browsers and email Section 10 Use
guidelines content of emails, downloading information and accessing particular
websites, opening mail with attachments, virus risk (MS windows OS and
Mac OS only).
Files May include but is not limited to html pages, pdf files, text files, pictures,
music and email messages
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to browse the internet, search for
evidence information, send and receive emails and organise the email client application
on the computer.
skills • Makeup and structure of an internet addresses
• Basic technical terminology in relation to reading help files and prompts
• Log-on procedures for accessing a PC
• Modem speed, traffic loads in relation to times of accessing the internet
• Evaluating and assessing the authority, reliability and authenticity of
information
• Organisational guidelines on internet and email usage (‘web etiquette’ or
netiquette)
• Different types of search engines (eg. Google, Alta Vista, Infoseek)
• Different types of messages that occur (e.g. error messages, updates,
need for installing plug-ins)
Skills include:
• Ability to implement workstation adjustment according to OH&S
guidelines
• Basic analysis in relation to a limited range of routine tasks
• Low-level decision making in relation to a limited range of routine tasks
• Problem solving skills in known areas during normal routine activities
understood
• Ability to interpret user manuals
• Using a PC and peripherals
• Cultural understanding

Section 10 Use ICAU1133B Send and retrieve information using web browsers and email

scenario.
• Organisational style guide/policy
• Organisational policies on internet and email usage
• Personal computer with internet capability
Role context This competency provides one of the fundamental foundation skills for
interacting online. In this context, individuals must recognise their own
responsibility in having access to the vast services, sites, systems and people
provided by the internet.
team or work group.

ICAU1204B Locate and use relevant on-line information Section 10 Use
ICAU1204B Locate and use relevant on-line information
Field Use
Unit descriptor This unit defines the competency required to use search engines to locate
required information on the internet and assess the content of sites for
accuracy, currency and/or authority.
email

Guide.
1. Conduct a basic 1.1 Open an internet application and locate and access a search engine on
search using a the internet
search engine 1.2 Enter appropriate key words into the search engine to locate the desired
information
1.3 Refine a search depending on outcomes of the original search
1.4 Conduct a thorough search within a website using the provided internal
search facility if available
2. Conduct an 2.1 Use advanced search features, provided in most search engines
advanced search 2.2 Use Boolean search techniques when required to enhance the search
using search tools
2.3 Use multiple or meta search tools with a range of key words
2.4 Use search engines particular to a field of knowledge to refine the
outcome
2.5 Access related virtual community sites and newsgroups and note their
objectives and operational arrangements
2.6 Conduct a search with domain names to refine the search
3. Use information 3.1 Cross-reference the information found by using several websites to
that has been determine the accuracy of the information obtained
located 3.2 Check the date that the website was last updated or the properties of the
website to determine the currency of the information
3.3 Determine the website authority by looking at copyright statements,
privacy statements and organisational information

Section 10 Use ICAU1204B Locate and use relevant on-line information
4. Save and print 4.1 Save information found in different file forms
information 4.2 Print information found in different file forms
RANGE STATEMENT
VARIABLE SCOPE
Search engine May include Snap, Questfinder, Ask Jeeves, Google, metacrawler, Alta Vista,
Excite, infoseek, Findlink, Northern Light, AOL Netfind, Hotbot, LookSmart,
Yahoo, Netscape, Lycos, Open Text, WebCrawler, Go To Dot Com,
Beaucoup, Meta Search, Search.com, Go2Network, Savvy Search, Profusion,
Dogpile, Metagopher.
Boolean search May use terms such as AND, OR and NOT.
EVIDENCE GUIDE
Critical aspects of Assessment must ensure the ability to use search tools to locate information
evidence and make an informed assessment of the accuracy, currency, authority and
reliability of the site and information located.
skills • Using an internet web browser
• Using internet search functions
• Using research techniques
• Evaluating and assessing the authority of information
• Different types of search engines
• Copyright and privacy statements
Skills include:
• Understanding key words
• Operating a PC
• Opening web pages
• Using PC peripheral hardware

ICAU1204B Locate and use relevant on-line information Section 10 Use

scenario.
email
• Personal computer with internet capability
• Printer
Role context Locating and using online information is an increasingly important business
and personal function. Many organisations encourage activities and
transactions to be conducted online. An increasing number of government
provided information services and transactions require online user capability
for effectiveness.
The sourcing and verification of online information is an increasingly
important research task for both individuals and organisations as a growing
proportion of suppliers and customers use online facilities to market or secure
good and services.
team or work group.

Section 10 Use ICAU1211B Operate accounting applications
ICAU1211B Operate accounting applications
Field Use
Unit descriptor This unit defines the competency required to operate common accounting
software packages in order to maintain enterprise financial records.
units • ICAU1128B Operate a personal computer

Guide.
1. Customise 1.1 Load, register and configure software according to operating
software instructions, as required
2. Create enterprise 2.1 Establish chart of accounts according to business requirements
data 2.2 Create and add data on customers and sales
2.3 Create and add data on suppliers and purchases
2.4 Create and add payroll details
2.5 Create and add inventory details
2.6 Add required/suitable tax codes
3. Record and track 3.1 Generate invoices and track their progress
transactions 3.2 Record customer payments and update customer details
3.3 Record and track purchases
3.4 Record payment of wages, allowances, taxation and superannuation
3.5 Update business data as required
4. Save and back-up 4.1 Save accounting data to disk
data 4.2 Make a regular back-up of all accounting data and store in a safe
location
5. Reports are 5.1 Reconcile accounts
generated as 5.2 Generate and print financial reports based on accounting data
required
5.3 Check financial reports for errors and discrepancies
5.4 Discuss errors with appropriate person and rectify as required

ICAU1211B Operate accounting applications Section 10 Use
RANGE STATEMENT
VARIABLE SCOPE
Operating May be in the form of a user manual, written instructions from meetings, verbal
instructions request or help desk
Allowances May include but is not limited to travel allowance, meal allowance or clothing
allowance
Accounting data May include profit and loss statements, balance sheets, revenue, expenses.
Disk May include but are not limited to diskettes, CDs, CD-RW (Compact
Discs-Read Write), DVD RW, zip disks, solid state hard drives.
Financial reports May include profit and loss statements, balance sheets, business activity
statements
person
EVIDENCE GUIDE
Critical aspects of Assessment must verify the ability to operate accounting applications in order to
evidence create and maintain enterprise financial records that meet business and
legislative requirements.
skills • Features and functions of common accounting software, such as MYOB,
Quicken, Phoenix
• Sound understanding of basic accounting concepts, such as assets,
liabilities, equity, income, cost of sales, expenses, debtors, creditors
• Sound understanding of basic accounting devices, including accounts, sales
journals, purchases, invoices, transaction journals, general ledger,
chequebook register
• Features and functions of common accounting reports, including profit and
loss, balance sheet, chart of accounts, business activity statements
• Sound understanding of current legislative requirements relating to
enterprise requirements including superannuation, income tax rates, goods
and services tax, pay as you go

Section 10 Use ICAU1211B Operate accounting applications
Skills include:
• Ability operate a PC and peripherals
• Use of mathematical ideas and techniques related to recording and
analysing basic financial data
in ICA05 Section 1.
• Current commercial accounting applications
• PC with appropriate specifications to run the software.
Role context A variety of commercial accounting tools and packages are readily available. A
basic knowledge of double-entry accounting and the ability to read financial
reports are considered an advantage for this competency.
group.

ICAU1213B Conduct on-line transactions Section 10 Use
ICAU1213B Conduct on-line transactions
Field Use
Unit This unit defines the competency required to bank, buy or carry out basic
consumer transactions on-line.
descriptor

Elements describe Performance Criteria describe the required performance needed to demonstrate
the essential achievement of the element. Where italicised text is used, further information
outcomes of a unit of is detailed in the required skills and knowledge and/or the Range Statement.
competency Assessment of performance is to be consistent with the Evidence Guide.
1. Determine how 1.1 Select a product or service according to business needs
to undertake 1.2 Find an appropriate website to purchase the chosen product
on-line
1.3 Check the website for information indicating the trustworthiness of the
transaction
organisation and the security of merchant processes
2. Undertake 2.1 Correctly enter required information into relevant fields on merchant’s
on-line website
transaction 2.2 Ensure that all pop-up dialog boxes, prompts or feedback mechanisms are
understood
2.3 Enter or check preferred transaction options
2.4 Make revisions to transaction options
3. Complete 3.1 Submit completed information to the website
on-line 3.2 Record and archive receipts in accordance with business processes
transaction
3.3 Close down and leave transaction process
3.4 Report transaction details to appropriate person
RANGE STATEMENT
VARIABLE SCOPE
Transaction May include but are not limited to freight, currency, delivery address, invoice
options address.

Section 10 Use ICAU1213B Conduct on-line transactions

mechanisms
EVIDENCE GUIDE
Critical aspects of Assessment must ensure learner has the ability to commence and successfully
evidence complete on-line transactions.
skills • Use of the internet
• Evaluation and assessment of authority of information and security of
merchant processes
• Organisational guidelines on internet and email usage
• Internet etiquette
• Copyright and intellectual property issues
Skills include:
• Low-level decision making in relation to selecting appropriate websites
• Reading and writing at a level where basic on-line documents are
understood
• Basic numeracy
• Communications relating to on-line transactions
• Interpretation of user prompts


ICAU1213B Conduct on-line transactions Section 10 Use
• Personal computer with internet connection
• e-business website
work group.
• Receive and pass on messages and information.
Conducting on-line transactions is an increasingly important part of normal
business functions as many more goods and services are marketed online. It is
expected that on-line transactions will increase as reliance on internet
communications expands.
• Demonstrating basic on-line operational knowledge in a moderate range
of areas
• Applying a defined range of skills using on-line transaction processes to
solve predictable problems
• Taking limited responsibility for outputs in work and learning

Section 10 Use ICAU1215B Use personal productivity tool
ICAU1215B Use personal productivity tool
Field Use
Unit descriptor This unit defines the competency required to use the features and components
of a personal productivity tool including personal digital assistants or
computerised personal organisers.

Guide.
1. Use calendar 1.1 Navigate within the calendar of the personal productivity tool and
features schedule events and appointments.
1.2 Set a reminder and if necessary, customise the reminder
1.3 Customise the calendar views and, where necessary, menus and toolbars,
and work within different views
1.4 Delete events and appointments
1.5 Customise the calendar’s print options and print the calendar according
to format requirements
2. Use contact 2.1 Create, edit and delete contacts as required, recording all relevant
management information in the correct fields
2.2 Use contact information for email purposes in accordance with
organisational policies in relation to privacy
2.3 Group contacts into categories that are consistent and meaningful
3. Use additional 3.1 Link activities and contacts when required
features 3.2 Use expense sheets, search facilities, notes and email when appropriate
3.3 Integrate the above features with other applications or the calendar and
contacts list.

ICAU1215B Use personal productivity tool Section 10 Use
RANGE STATEMENT
VARIABLE SCOPE
Events and May include but are not limited to meetings, visits and jobs
appointments
Views May include for a calendar: day to a page, week to a page, month to a page or
year to a page.
Toolbars May can contain buttons, menus or a combination of both
Print options May include layout, paper size, number of copies, orientation
Contact information May include but is not limited to name, email address, nickname, phone
number and address
Personal May include Palm Pilots, WorkPad PC Companion, Casio Cassiopeia,
productivity tool Compaq Companion Web Site, HP Jornada 720, iPAQ H3650 Color Pocket
PC, hand-held PCs running Microsoft Windows CE operating system, Psions
and their relatives. PDA are rapidly evolving and therefore this group of
variables are only indicative.
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to use the components and features of a
evidence particular personal productivity tool.
skills • Organisational guidelines on internet and email usage, web etiquette
• Knowledge of calendar and scheduling tools
Skills include:
• Basic data entry skills
• Basic analysis in relation to a limited range of routine areas
• Low-level decision making in relation to a limited range of routine areas
• Problem solving skills in known areas during normal routine
understood

Section 10 Use ICAU1215B Use personal productivity tool

Resources • Personal computer or personal digital assistant (PDA)
• Organising software
Role context Personal productivity tools facilitate communication and personal time
management. Email applications, calendars and appointment books are
examples of personal productivity tools that facilitate time management.
work group.

ICAU2005B Operate computer hardware Section 10 Use
ICAU2005B Operate computer hardware
Field Use
Unit descriptor This unit defines the competency required to determine, select and correctly
operate basic computer hardware, generally known as peripherals and which
may include input/output devices and secondary memory.
unit • ICAU1128B Operate a personal computer
• ICAS2014B Connect hardware peripherals

Guide.
1. Identify computer 1.1 Identify external hardware components and peripherals
hardware 1.2 Identify internal hardware components
components
2. Understand the 2.1 Describe the functions of computer hardware and associated OH&S
inter-relationship standards and environmental considerations around hardware use and
between computer disposal
hardware and 2.2 Describe the function of a computer operating system
software
2.3 Describe the boot process
2.4 State the relationship between an application program, the operating
system and hardware
2.5 State the general differences between the different computer platforms
and their respective operating systems
2.6 Draw a simple block (schematic) diagram showing the interconnection
of the various components of a computer
3. Use computer 3.1 Follow OH&S standards and organisational policies and procedures
input equipment when using computer input equipment

Section 10 Use ICAU2005B Operate computer hardware
RANGE STATEMENT
VARIABLE SCOPE
External External hardware components may include but are not limited to: screen,
hardware keyboard, mouse, disk drives, USB, serial and parallel ports.
components
Internal hardware Internal hardware components may include but are not limited to: CPU, memory
components chip, motherboard, video display card, network interface card, sound card,
cabling.
Computer Computer platforms may include but are not limited to: Apple Macintosh and
platforms PCs, and the various operating systems used on each.
Consumables May include but is not limited to cartridges, ribbons, floppy disks, CD-R,
CD-RW, DVD-R/RW
chair, typing position, correct lifting method, repetitive strain injury prevention,
ventilation, light position and length of time in front of computer
Organisational May include but are not limited to security procedures; OH&S procedures;
maintenance procedures; standards for speed and accuracy.
Environmental May include but is not limited to recycling, safe disposal of packaging
considerations (e.g. cardboard, polystyrene, paper, plastic) and correct disposal of redundant
hardware (e.g. motherboards, hard drives, circuit boards) by an authorised body.
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to determine, select, explain and use
evidence hardware components, peripheral equipment and consumables correctly and
efficiently according to the task requirement.

ICAU2005B Operate computer hardware Section 10 Use

skills • OH&S principles and responsibilities
• Ergonomic principles to avoid back, wrist and eye strain
• Procedures and exercises for avoiding strain and injury
• Basic knowledge of current industry-accepted hardware and software
products, with broad knowledge of general features and capabilities
Skills include:
understood
• Decision making skills in a narrow range of areas
• Ability to communicate with peers and supervisors to seek assistance and
advice
in ICA05 Section 1.
• PC or workstation
• Peripheral devices

Section 10 Use ICAU2005B Operate computer hardware
Role context Peripheral equipment forms an auxiliary but essential component of everyday
computer usage. Such equipment enhances the effectiveness of computers and
provides increased functionality and capability for input, output and memory
functions. The efficient and effective operation of peripherals is a critical aspect
of information technology in most workplaces.
characteristic.
a group or team.
is required

ICAU2006B Operate computing packages Section 10 Use
ICAU2006B Operate computing packages
Field Use
Unit descriptor This unit defines the competency required to identify, select and correctly
operate three desktop applications for a range of purposes.
• ICAI2015B Install software applications

1. Use appropriate 1.1 Select software appropriate to perform activity
software 1.2 Use software to produce required outcome using a range of features
related to the activities
1.3 Save documents in appropriate directories/folders
2. Access, retrieve 2.1 Select and access files
and manipulate 2.2 Amend and save files according to requirements
data
2.3 Produce documents and files that meet organisational needs
2.4 Save files in appropriate directories/folders
2.5 Exit software correctly without loss of data
3. Access and use 3.1 Identify the help resources available for basic difficulties with the
help functions software
within each 3.2 Access user help documentation and other resources for basic difficulties
application with the software
4. Use keyboard 4.1 Follow OH&S standards and regulations to avoid injury or illness
and equipment 4.2 Use wrist rests and document holders where appropriate
4.3 Use monitor anti-glare and radiation reduction screens where appropriate
4.4 Ensure user equipment is maintained and free from defects that could
cause injury

Section 10 Use ICAU2006B Operate computing packages
RANGE STATEMENT
VARIABLE SCOPE
organisation-specific software. It is expected that a word processing
application, Database Application and Spreadsheet application will be chosen
in preference to other types of applications.
Files May include but is not limited to html pages, pdf files, text files, pictures,
music and email messages
Data May include text, images, graphics, screenshots and icons added to the
document
and other connectivity devices, printers, hard drives, DSL modems, monitors,
OH&S May include correct posture, lighting, type of desk, type of monitor, style of
position and length of time in front of computer
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to produce several workplace documents
evidence utilising a minimum of three different computing packages. Learner will
demonstrate the use of a wide range of features from each package.
skills • OH&S principles and responsibilities
• Basic understanding of system usage
• Basic technical terminology in relation to reading help files and
responding to system help prompts
• Personal computer access and log-on procedures
Skills include:
• Basic analysis of desktop layout, monitor and chair positioning, keyboard
techniques and use of the mouse
• Basic problem solving in application management and help function
usage
understood
• Clear and precise communication with team members and supervisors

ICAU2006B Operate computing packages Section 10 Use

• ICAI2015B Install software applications
• Basic software
• Documents or information containing data suitable for use with
computing packages
Role context This unit brings together a range of basic computer skills and knowledge
consistent with general expectations around computer usage in the workplace.
characteristic.
of a group or team.

Section 10 Use ICAU2006B Operate computing packages

is required
• Using appropriate software
• Opening, amending and saving files and documents according to
organisational requirements
• Using help manuals and on-line help when appropriate
• Applying OH&S procedures
• Demonstrating basic operational knowledge in a moderate range of areas
• Performing a range of tasks where choice between a limited range of
options is required

ICAU2007B Maintain equipment and consumables Section 10 Use
ICAU2007B Maintain equipment and consumables
Field Use
Unit descriptor This unit defines the competency required to maintain the operation of basic
computer hardware and peripherals including the replacement of consumables.
documentation
• ICAU3004B Apply occupational health and safety procedures

1. Clean equipment 1.1 Access and verify cleaning supplies for usability on the selected
equipment
1.2 Record maintenance actions undertaken and document according to
organisational procedures
1.3 Clean equipment as per manufacturer specifications and in line with
organisational manuals
2. Replace and 2.1 Access consumables from storage points and record usage information in
maintain line with organisational procedures
consumables and 2.2 Replace consumables when needed and log the action undertaken
supplies
2.3 Dispose of consumables following environmental guidelines
2.4 Test equipment to ensure it is in working order at set time periods and in
line with organisational procedures
3. Maintain 3.1 Establish which equipment requires maintenance
equipment 3.2 Maintain equipment as required by organisational guidelines and
manufacturer specifications
3.3 Document maintenance procedures performed as required by
3.4 Exercise care to prevent interruption of business activities during
maintenance procedures
3.5 Store unused equipment devices in line with manufacturer specifications
and organisational guidelines

Section 10 Use ICAU2007B Maintain equipment and consumables
RANGE STATEMENT
VARIABLE SCOPE
and other connectivity devices, printers, hard drives, monitors, DSL modems,
Consumables May include disks, ribbons, printer toner, paper, cartridges, cleaners and tape
guidelines (e.g. cardboard, polystyrene, paper, plastic) and correct disposal of redundant
EVIDENCE GUIDE
Critical aspects of • Assessment must confirm the ability to maintain equipment in working
evidence order and to replace equipment and consumables.
skills • Basic principles and responsibilities of OH&S
• Chemical storage, control and disposal
• Basic understanding of organisational systems, in relation to storage and
retrieval of information and equipment
• Basic knowledge of current industry-accepted hardware and software and
manufacturer maintenance guides
Skills include:
• Basic decision making
• Basic technical diagnostic skills
• Basic evaluation skills
• Reading and writing skills in regard to basic workplace documentation
in ICA05 Section 1.

ICAU2007B Maintain equipment and consumables Section 10 Use

documentation
• ICAU3004B Apply occupational health and safety procedures

• Basic software
• Consumables and peripherals
Role context The effective operation and maintenance of computing and peripheral
equipment is important in most workplaces. Increasing reliance on information
technology requires the application of this unit’s skills and knowledge across all
industry sectors.
This unit will develop the ability to maintain basic hardware and replace
consumables as required in a manner specified by the manufacturer or by
organisational guidelines.
Depending on the complexity of content, basic knowledge and skills would
prepare the person to perform in a range of activities where there is a clearly
defined range of contexts for maintenance of equipment and consumables.
characteristic.
a group or team.

Section 10 Use ICAU2007B Maintain equipment and consumables

is required

ICAU2013B Integrate commercial computing packages Section 10 Use
ICAU2013B Integrate commercial computing packages
Field Use
Unit descriptor This unit defines the competency required to manipulate, convert and
integrate data between different two or more commercial software
applications
• ICAD2012B Design organisational documents using computing
packages

Guide.
1. Determine work 1.1 Identify the requirement of the task
requirements 1.2 Select appropriate software and file formats
2. Produce required 2.1 Create a mailing list using a database, spreadsheet or address book, and
data/documents to merge mailing list with another document
new format 2.2 Use a conversion tool of a software application package to convert data
from one format to another to enable additional work on the converted
data
2.3 Save data to a new file format
2.4 Import objects from another software application package and modify
as required to produce a required outcome
2.5 Export data to another software application package to produce a
required outcome
2.6 Create a link between one software application package and another,
and use this to update information to a document

Section 10 Use ICAU2013B Integrate commercial computing packages
3. Save and retrieve 3.1 Save data to disk

data with the aid 3.2 Convert data to a new file format
of help functions
3.3 Re-access data and check information
3.4 Obtain organisational documentation, such as procedures, manuals and
guides and use when appropriate
3.5 Save data to disk
3.6 Access user help documentation or other resources for basic difficulties
with software application package
RANGE STATEMENT
VARIABLE SCOPE
Software May include but is not limited to database package, spreadsheet package, email
application package, word package and graphics package.
package
Format May include saving the document as another type of document, such as: HTML,
XML, comma separated values or text.
Objects May include other documents, pictures, graphics and sound.
Disk May include but is not limited to diskettes (floppy disks), CDs, CD-RW
(Compact Discs-Read Write),DVD RW, zip disks, solid state hard drives.
EVIDENCE GUIDE
Critical aspects of Assessment must verify the ability to manipulate, convert and integrate data
evidence between commercial application software.
skills • General understanding of features and functions of commercial computing
packages
• Software packages used by the organisation
• Use of input/output devices
• Importing/exporting functions, linking documents

ICAU2013B Integrate commercial computing packages Section 10 Use
Skills include:
• Reading and general comprehension of technical manuals
• Basic analytical skills for known problems in routine procedures
• Problem solving skills in regard to known problems in routine processes
• Use of commercial computing packages and integration of those packages
in ICA05 Section 1.
• ICAD2012B Design organisational documents using computing packages
• Basic software
• Document or information containing data suitable for use with multiple
computing packages
Role context An individual demonstrating this competency, may use pre-existing data
(e.g. documents, spreadsheet data, data from database tables) or create new data
when integrating the application packages.
characteristic.
a group or team.

Section 10 Use ICAU2013B Integrate commercial computing packages

is required

ICAU2231B Use computer operating system Section 10 Use
ICAU2231B Use computer operating system
Field Use
Unit descriptor This unit defines the competency required to configure, use and optimise a
computer operating system.

Guide.
1. Configure 1.1 Configure operating system to suit the working environment, including
operating system but not limited to setting variables
2. Use operating 2.1 Install, upgrade and uninstall application software to suit the working
system environment
2.2 Use both the graphical user interface and the command line interface to
perform basic tasks
3. Optimise 3.1 Use operating system and third-party utilities
operating system 3.2 Customise the graphical user interface
3.3 Use techniques unique to the command line interface
4. Support input and 4.1 Set up input and output devices and check functionality
output devices 4.2 Install drivers as appropriate and check functionality
RANGE STATEMENT
VARIABLE SCOPE
Operating system May include but is not limited to Linux 7.0 or above, Windows 2000 or
above, Apple OS X or above.
Application May include databases, word processing, email, internet browsers, system
software browsers and spreadsheets.

Section 10 Use ICAU2231B Use computer operating system
Third-party utilities May include but are not limited to disk scanning, partitioning and
defragmenting, backing up data, recovery and diagnostic tools.
Input and output May include but are not limited to keyboard, mouse, printer, scanner, monitor
devices and modem.
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to use an operating system in a variety of
evidence scenarios and across all functions including (1) scheduling, loading, initiating,
and supervising the execution of programs; (2) allocating storage; (3)
initiating and controlling input/output operations; and (4) handling errors.
skills • Function of single-user and multi-user operating systems
• Compatibility of an operating system, in respect to other versions
• Interoperability between operating systems
• Software applicable to the operating system
Skills include:
• Configure, use and optimise operating system
• Install and support peripheral devices
• Create users for a multi-user system
• Apply user changes for a multi-user operating system
• Set passwords for different users

ICAU2231B Use computer operating system Section 10 Use
• Workstation
• Operating system
• Software configuration guides
• Documents detailing operating system control panel and configuration
data
An introduction to the command line at this level would be appropriate to
prepare the person for concepts related to directory structure, folder hierarchy
and path relationships.
Role context The operating system (OS) program is the first program loaded into the
computer by a boot program and it remains in memory at all times thereafter.
It is strategically placed in that it manages all the other programs in a
computer including the allocation and usage of hardware resources such as
memory, central processing unit (CPU) time, access and security, hard disk
space, and peripheral devices (like speakers or a mouse).
The OS is the foundation software on which other programs, such as Word or
Excel, depend. These other programs are called applications or application
programs. The application programs make use of the operating system by
making requests for services through a defined application program interface
(API). In addition, users can interact directly with the operating system
through a user interface such as a command language or a graphical user
interface (GUI).
Operating systems come in a variety of forms. Most use a graphical user
interface (GUI) and some use command line; others have a combination of
both.
It is appropriate for the person to grasp the fundamentals of both the GUI and
the command line interface to prepare them for advanced concepts should
they chose to enter learning towards a more advanced unit of competency.
competency would prepare a person to perform in a range of varied activities
or knowledge applications where there is a clearly defined range of contexts
in which the choice of actions required is usually clear. There would generally
be limited complexity in the range of operations to be applied.
characteristic.
of a group or team.
• Perform a range of tasks where choice between a limited range of
options is required
• Take limited responsibility for own outputs in work and learning.

Section 10 Use ICAU2231B Use computer operating system

• Understand a range of concepts and procedures related to operating
systems
• Demonstrate theoretical knowledge of operating system set-up and
configuration
• Apply changes to an operating system

ICAU3004B Apply occupational health and safety procedures Section 10 Use
ICAU3004B Apply occupational health and safety procedures
Field Use
Unit descriptor This unit defines the competency required to support the organisation’s
occupational health and safety (OH&S) principles and practices.

Guide.
1. Determine 1.1 Identify person responsible for OH&S standards in the subject
OH&S issues workplace
relating to 1.2 Identify OH&S standards that apply to the workplace
immediate work 1.3 Review and assess workplace according to OH&S standards and record
environment findings
1.4 Report issues or problems with the workplace to the appropriate person
2. Document and 2.1 Determine and document the OH&S standards impact upon the subject
disseminate workplace
OH&S 2.2 Submit documentation to appropriate person for verification
requirements 2.3 Update or reissue OH&S documents relating to IT as required
3. Provide basic 3.1 Assess basic ergonomic requirements of people in the workplace
ergonomic advice 3.2 Document the ergonomic advice for client based on vendor
requirements, workplace policies and OH&S standards
3.3 Submit advice to the appropriate person for verification
RANGE STATEMENT
VARIABLE SCOPE
Appropriate person May include a supervisor, teacher, authorised business representative or
client.
position, correct lifting method, and length of time in front of computer. May
also include licensing-related and physical safety considerations such as
general electrical safety and cabling, power supply and leads as they apply to
computer and peripheral installations.

Section 10 Use ICAU3004B Apply occupational health and safety procedures
individual people and internal employees.
Ergonomic May include OH&S procedures; workstation: monitor, keyboard, mouse,
desk, chair; foot rests, arm rests, document holders, exercises, posture, times
for breaks, noise, lighting (glare, poor lighting)
EVIDENCE GUIDE
Critical aspects of Assessment must ensure that a person has the ability to comply with OH&S
evidence requirements relating to the use of computing equipment through the practical
demonstration of the identification of unsafe practices. All findings should be
reported to a supervisor. A basic understanding of the principles and practices
around computer-related ergonomics should be demonstrated.
skills • General OH&S principles, responsibilities and legislation
• General ergonomic principles to avoid back, wrist and eye strain
• Procedures and exercises for avoiding strain and injury
Skills include:
understood and presented
• Questioning and active listening employed to confirm information
• Plain English literacy and communication skills in relation to dealing
with clients and team members
scenario.

ICAU3004B Apply occupational health and safety procedures Section 10 Use
• Simulated workplace environment
• Workplace OH&S policies
Role context In many workplaces the objectives of OH&S are to increase productivity,
safety, and comfort through the use of design, awareness and training.
Ergonomic solutions relating to products and people/product interaction can
reduce the potential for harm to a user when performing certain computer
related tasks.
An individual completing this competency would be able to demonstrate
knowledge of OH&S requirements and the application of basic ergonomic
principles to computing..
competency would cover selecting, adapting and transferring skills and
knowledge to new environments and providing technical advice and some
leadership in resolution of specified problems. This would be applied across a
range of roles in a variety of contexts with some complexity in the extent and
choice of options available.
Performance of a defined range of skilled operations, usually within a range
of broader related activities involving known routines, methods and
procedures, where some discretion and judgement is required in the section of
equipment, services or contingency measures and within known time
constraints would be characteristic.
Applications may involve some responsibility for others. Participation in
teams including group or team coordination may be involved.

Section 10 Use ICAU3019B Migrate to new technology
ICAU3019B Migrate to new technology
Field Use
Unit descriptor This unit defines the competency required to apply skills and knowledge in
using new or upgraded technology.

Guide.
1. Apply existing 1.1 Identify situations where existing knowledge can be used as the basis for
knowledge and developing new skills
techniques to 1.2 Acquire and use new or upgraded technology skills to enhance learning
technology and
transfer 1.3 Identify, classify and use new or upgraded equipment where appropriate,
for the benefit of the organisation
2. Apply functions 2.1 Conduct testing of new or upgraded equipment
of technology to 2.2 Apply features of new or upgraded equipment and software within the
assist in solving organisation
organisational
problems 2.3 Use features and functions of new or upgraded equipment
2.4 Access and use sources of information relating to new or upgraded
equipment
3. Evaluate new or 3.1 Evaluate new or upgraded equipment for performance, usability and
upgraded against OH&S standards
technology 3.2 Determine environmental considerations from new or upgraded
performance equipment
3.3 Seek feedback from users, where appropriate
RANGE STATEMENT
VARIABLE SCOPE
switches, hubs, personal digital assistant (PDA) and other peripheral devices.

ICAU3019B Migrate to new technology Section 10 Use
Applications May include but are not limited to commercial software applications;
communication packages and presentation functionalities.
May include presentation applications contained in: Microsoft Office, Lotus Suite,
Claris Works, Star Office or other similar applications.
Technology New skills can include but are not limited to hardware, PCs, networks, storage and
skills communications equipment
Software May include but are not limited to user-based software for new business
processes, customer relationship management, integrated services (e.g. banking
and financial services)
Sources of May include but is not limited to documents, test pages, web pages, appliances
information software and technical connections guidance and other outputs supplied by
vendors and manufacturers.
OH&S May include correct posture, lighting, type of desk, type of monitor, style of chair,
standards typing position, repetitive strain injury prevention, ventilation, light position,
correct lifting method, and length of time in front of computer.
May also include physical safety considerations such as general electrical safety
and cabling, power supply and leads as they apply to computer and peripheral
installations.
Considerations (e.g. cardboard, polystyrene, paper, plastic) and correct disposal of redundant
EVIDENCE GUIDE
Critical aspects Competency must confirm the ability to transfer the application of existing skills
of evidence and knowledge to new technology.
skills • Broad awareness of current technology trends and directions in IT
(e.g. software, hardware, services, new developments, new protocols)
• Ability to locate appropriate sources of information regarding IT and new
technologies
• Current industry hardware and software products, with broad knowledge of
general features and capabilities
• Information gathering techniques
Skills include:
• Research skills for identifying broad features of new technologies
• Ability to assist in the decision making process
• Literacy skills in regard to interpretation of technical manuals
• Ability to solve known problems in a variety of situations and locations
• General analytical skills in relation to known problems

Section 10 Use ICAU3019B Migrate to new technology
guidance the workplace. In undertaking training and assessment activities related to this
Section 1.
in the workplace or in a simulated environment. However, simulated activities
must closely reflect the workplace to enable full demonstration of competency.
• Workplace or simulated workplace
• Documented organisational requirements
Role context The rationale behind this unit emphasises the importance of constantly reviewing
work processes, skills and techniques in order to ensure that the quality of the
entire business process is maintained at the highest level possible through the
appropriate application of new technology. To this end, the person is typically
engaged in on-going review and research in order to discover and apply new
technology or techniques to improve aspects of the organisation’s activities.
characteristic.

ICAU3028B Customise packaged software applications for clients Section 10 Use
ICAU3028B Customise packaged software applications for clients
Field Use
Unit descriptor This unit defines the competency required to analyse, design, implement and
review the customisation of packaged software applications, using simple
programming constructs.
unit • ICAU3126B Use advanced features of computer applications

1. Analyse 1.1 Determine client requirements and document these in a requirements
customisation specification file in line with organisational requirements
requirements 1.2 Confirm that the projected specifications meet client requirements
1.3 Determine the required level of documentation necessary to meet client
requirements
2. Develop 2.1 Design software applications, taking into account system limitations and
customisation client needs
2.2 Customise software applications using simple programming constructs,
conforming to organisational requirements
2.3 Have the client test the customised software applications and obtain
feedback from the client
2.4 Make further changes to software applications to meet client
requirements
2.5 Document the changes
3. Provide support 3.1 Produce documentation for client
for customised 3.2 Produce help desk documentation for ongoing support
application
3.3 Obtain client evaluation and feedback to ensure that their requirements
have been met
RANGE STATEMENT
VARIABLE SCOPE

Section 10 Use ICAU3028B Customise packaged software applications for clients
vendor and product service-level support agreements.
Software May include but are not limited to commercial software applications;
applications organisation-specific software; word processing, spreadsheet, database, graphic,
communication packages and presentation functionalities.
May include presentation applications contained in Microsoft Office, Lotus Suite,
Claris Works, Star Office or other similar applications.
EVIDENCE GUIDE
Critical aspects of Competency must be demonstrated in customising existing software applications,
evidence such as relational databases. Competency must also be demonstrated in the
analysis, implementation and review of customisation of packaged software
applications.
skills • Detailed knowledge of functions and features of software applications
• General knowledge of organisational security procedures
• Organisational policy for customising software
• Broad knowledge of IT structure and system infrastructure
• Organisational policy and procedures relating to customising software
• General knowledge of functions and features of the operating system
Skills include:
• Decision making, in the context of determining whether the new features are
useful or desirable
• Application skills
• Customising skills
• Solving problems when customising an application’s features, in order to
implement the new modifications appropriately
• Questioning and active listening to convey and clarify complex information
(e.g. when eliciting the requirements of features in the package from an
end-user)
• Ability to analyse and interpret technical aspects of implementation in
relation to initial problems and issues
• Use of simple programming constructs

ICAU3028B Customise packaged software applications for clients Section 10 Use
Section 1.
Resources • Customisable software application
• Client requirements documentation
Role context The principal aim of this unit is to focus on analysing the range of software-based
activities in the workplace, in order to improve upon the processes involved. By
conferring with other users and subsequently customising features of the
package, the person will be able to increase its effectiveness in how quickly,
efficiently or simply a given task is carried out.
A person demonstrating these competencies would be able to:
• Demonstrate reasonable knowledge of a software package and how to
modify it, using its built-in structures (but not necessarily using a
programming language (e.g. visual basic)
• Apply a range of well-developed skills in carrying out the modification
process
characteristic.

Section 10 Use ICAU3028B Customise packaged software applications for clients


ICAU3126B Use advanced features of computer applications Section 10 Use
ICAU3126B Use advanced features of computer applications
Field Use
Unit descriptor This unit defines the competency required to use computer applications
employing advanced features.
• ICAB3018B Develop macros and templates for clients using standard
products

Guide.
1. Manipulate data 1.1 Employ advanced features of applications in the preparation and
presentation of data
1.2 Efficiently transfer data between applications, linking and embedding
related data files as required
1.3 Create and employ objects, macros and templates for routine activities
1.4 Use shortcuts and features to increase personal productivity
2. Access and use 2.1 Solve routine problems using support resources
support resources 2.2 Use on-line help to overcome difficulties with applications
2.3 Solve problems with manuals and training booklets
2.4 Access and apply technical support for system problems, utilising
troubleshooting results and alert messages
RANGE STATEMENT
VARIABLE SCOPE
Applications May include but are not limited to commercial software applications;
organisation-specific software; word processing, spreadsheet, database,
graphic, communication packages and presentation functionalities.
Objects May include buttons, checkboxes, option buttons, text boxes, drop down lists.

Section 10 Use ICAU3126B Use advanced features of computer applications
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to use at least three computer
evidence applications to their full capacity employing all advanced features and
import/export capacities for efficiency and productivity purposes, using at
least two industry-recognised application packages.
skills • Basic understanding of operating systems software and system tools
• Broad knowledge of vendor applications and their features
Skills include:
• Basic analysis skills in relation to normal routine work processes
• Detailed skills in using applications features
• Basic skills in interpreting technical information
• Problem solving skills in known areas during normal routine work
processes
• Plain English literacy and communication skills in relation to dealing
with clients and team members
• ICAB3018B Develop macros and templates for clients using standard
products
• Documents or information containing data suitable for use with multiple
computing packages

ICAU3126B Use advanced features of computer applications Section 10 Use
Role context The use of advanced features of computer applications is increasing as

workplaces recognise the full potential and functionality of contemporary
commercial applications. Individuals demonstrating this competency would
be considered user experts or advanced users and would be capable of tutoring
colleagues in the use of commercial applications.
competency would cover selecting, adapting and transferring skills and
knowledge to new environments and providing technical advice and some
leadership in resolution of specified problems. This would be applied across a
range of roles in a variety of contexts with some complexity in the extent and
choice of options available.
Performance of a defined range of skilled operations, usually within a range
of broader related activities involving known routines, methods and
procedures, where some discretion and judgement is required in the section of
equipment, services or contingency measures and within known time
constraints would be characteristic.
Applications may involve some responsibility for others. Participation in
teams including group or team coordination may be involved.

Section 10 Use ICAU4205B Select and employ software and hardware tools
ICAU4205B Select and employ software and hardware tools
Field Use
Unit descriptor This unit defines the competency required to select and use software and
hardware diagnostic tools, including multimedia contexts and automated
testing environments.

Guide.
1. Establish process 1.1 Identify the process requirements ensuring they are accurate, complete,
operational prioritised, have functionality and reference appropriate method/media
requirements types
1.2 Identify conflicting or overlapping requirements
1.3 Document and validate functional requirements of the client
1.4 Identify and validate available resources and budget of the client
2. Select hardware 2.1 Identify and evaluate relevant hardware and software with reference to
and software for functional requirements
processing 2.2 Identify and analyse relevant products and equipment interdependencies
function with reference to functional requirements and system architecture
2.3 Identify and document appropriate tools, including their limitations for
the required use and industry standards
2.4 Select and acquire tools in accordance with purchasing policies
3. Configure and 3.1 Install and configure appropriate hardware and software according to
test hardware and vendor guidelines with reference to system architecture and client
software functionality requirements
3.2 Configure system architecture for optimal usage
3.3 Prepare, schedule and execute tests and record outcomes
3.4 Track errors, interpret and correct
3.5 Make changes based on test results
3.6 Document the hardware and software configuration according to
requirements
4. Use and validate 4.1 Provide appropriate training of client with reference to guides,
software and instructions and vendor materials
hardware 4.2 Use hardware and software according to vendor guidelines
4.3 Validate hardware and software performance with reference to client
functional requirements

ICAU4205B Select and employ software and hardware tools Section 10 Use
RANGE STATEMENT
VARIABLE SCOPE
the organisation for the purpose of developing multimedia products or carrying
out automated testing of software and systems
Equipment May include but is not limited to workstations, personal computers and other
peripherals or standalone units
System May include but is not limited to:
architecture Operating system: Novell NetWare 5 or above or operating system that has
multi-user ability; Linux, Mac OS, Windows 2000 or above
Database software: PostgresSQL,Oracle, Sybase, Microsoft SQL Server, Ingres,
DB2, Informix, mSQL, MySQL, SQL server
Configuration: small memory model, large memory model, requests per second
software, software upgrades, user training or implementing a new system
software.
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to select and use the correct automating
evidence tools and to develop an automating process that produces an outcome that is
measurable and meets specified requirements
skills • Batch scripting of nominated automating software routines
• The interaction between relevant hardware and software products
• Broad general knowledge of the client business domain (e.g. when
confirming system components to acquire, and when agreeing to methods
to acquire components)

• Current industry-accepted hardware and software products, with

some areas
• Functions and features of animation development tools as required (e.g.
Animator Studio and Director, Encore)
• Functions and features of development tools as required (e.g. Fireworks,
Adobe, Director Shockwave Studio)
• Functions and features of media management tools as required (e.g. Media
On Demand Producer, Windows Media Author, Windows Media
Presenter, ASF Chop, ASF Check)
• Functions and features of development tools as required (e.g. scripting
languages, development package automating options, third-party tools for
automating a range of software applications)
• Functions and features of technologies as required, including but not
limited to 3D graphic simulations, internet applications, verification
processes, VOIP and wireless communication
• Knowledge of basic design principles of each media type as required
Skills include:
• Ability to analyse hardware and software tools
• Ability to integrate multiple items of data and reconcile conflicting
information
• Ability to develop creative solutions and demonstrate automating process
capability
• Ability to predict outcomes and results of selection of tools
• Ability to identify key sources of information
• Ability to accurately summarise and document information
• Ability to see the conflicts and integration capabilities between diverse
equipment
• Ability to organise and assess importance and relevance of product
information
• Ability to communicate with vendors effectively

ICAU4205B Select and employ software and hardware tools Section 10 Use
in ICA05 Section 1.
• Specifications for a range of automating vendor products

Role context Meeting modern IT needs can be complex and difficult. Using process
automating can improve organisation performance and remove mundane tasks.
Designing and automating processes should undergo an analysis and design
across a broad range of technical and/or managerial functions.
Meeting technical applications involves significant judgement in planning,
design, evaluation, technical or leadership/guidance and communications
functions related to services, operations and processes.
standards
others
• Demonstrate understanding of automating processes, with depth in some
areas
• Use judgements and analysis to employ automated processes in the
organisation
abstract level
• Demonstrate accountability for personal outputs within defined technical
requirements

ICAU4207B Apply web authoring tool to convert client data for websites Section 10 Use
ICAU4207B Apply web authoring tool to convert client data for

websites
Field Use
Unit descriptor This unit defines the competency required to use web development software
to create website content. The unit is designed to use a web authoring tool to
convert text and images to appropriate web protocols.

Guide.
1. Create files 1.1 Create files and save in correct location/directory
1.2 Insert and format text content according to business requirements
1.3 Insert and optimise images as required
1.4 Identify usage for, and create, templates
2. Create formatting 2.1 Create basic external cascading style sheets (CSS)
templates 2.2 Define styles for the required tags according to the business
requirements
2.3 Link CSS to the relevant files and display the relevant formatting
3. Define library 3.1 Identify items that recur on several pages and include in library
items 3.2 Format selected items according to CSS definition
3.3 Check the tags of the selected items
3.4 Selected library items are created and clearly named
3.5 Update items contained in library as required by business requirements
4. Develop 4.1 Create and save a file as a template and link with CSS
templates 4.2 Format the template and create and name editable regions
4.3 Place generic image icons in page as required by business image
4.4 Save and modify templates
5. Identify authoring 5.1 Select preferred web authoring tool according to business requirements
requirements 5.2 Set preferences for the web authoring tool, including site file transfer
protocol client
5.3 Customise and navigate the web author tool environment/workspace to
meet individual requirements
5.4 Select buttons and tools correctly, both opened and closed to access a
full range of features
5.5 Define and clearly name site and a root folder

Section 10 Use ICAU4207B Apply web authoring tool to convert client data for websites
6. Create simple 6.1 Add form elements to page

forms 6.2 Set form element properties for each form element
6.3 Insert additional fields as required for processing form
6.4 Identify availability and location of CGI script
6.5 Connect the form to a script in a server CGI bin
6.6 Test the form to ensure no errors
7. Create simple 7.1 Create a site map to plan navigation
navigation 7.2 Create links between pages to reflect content structure using both text
and images
7.3 Check links in multiple browsers for errors
7.4 Check website content across a number of different browsers and
browser versions to ensure consistency of presentation, performance and
accessibility
RANGE STATEMENT
VARIABLE SCOPE
Browser May include but is not limited to Netscape Navigator, Internet Explorer,
Images May be but is not limited to graphics, clipart or pictures
Server May include:
• Email servers
• FTP servers
the organisation
File transfer May include:
protocol client • AxY FTP for Windows, Linux and Unix
• Cftp for Unix
• Curl for Unix supports FTP, HTTP, Telnet, etc.
• gFTP with GUI for Unix supports FTP, HTTP and SSH

ICAU4207B Apply web authoring tool to convert client data for websites Section 10 Use
• Lftp command line FTP for Solaris, IRIX, HP-UX, Digital UNIX and
Linux
• Lukemftp command-line FTP supports FTP and HTTP URLs
• NcFTP Client command-line FTP and HTTP URLs for Solaris, FreeBSD,
AIX and Linux
• WS-FTP
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to develop web content using authoring
evidence tools to meet specifications. Authoring tools are applied to create cross browser
web documents.
• SGML and the associated standards
• Basic design principles
• Authoring tool accessibility guidelines
• Technical environment characteristics
Skills include:
• HTML
• Basic design
• Read and interpret authoring specifications
• Appropriate software and tools are selected to meet the required
specifications
in ICA05 Section 1.
• Site authoring software and tools
• Business expectations brief

Section 10 Use ICAU4207B Apply web authoring tool to convert client data for websites
Role context Using web authoring to convert data is an appropriate method for rapid data
translation and prevents the need for a rewrite.
standards
others
• Demonstrate skills and knowledge in using a web authoring tools
• Apply solutions to a variety of data conversion problems
• Take responsibility for outputs in data conversion work

ICAU5208B Use site server tools for transaction management Section 10 Use
ICAU5208B Use site server tools for transaction management
Field Use
Unit descriptor This unit defines the competency required to use site server tools to build,
host, track and monitor transactions on an e-business site.
• ICAD4198B Develop guidelines for uploading information to a website
• ICAS5199B Manage business websites and servers
• ICAS4201B Transfer content to a website using commercial packages
• ICAS5203B Evaluate and select a web hosting service

Guide.
1. Confirm task 1.1 Confirm task requirements, features and functionality of site with client
requirements as required
1.2 Confirm platform and/or software with reference to business systems
1.3 Confirm the integration requirements of site with client
1.4 Confirm standards relevant to the task and site functionality
1.5 Document current and proposed configuration
1.6 Document and validate client task requirements, performance criteria
and scope of work with client
1.7 Confirm available resources and budget with client
2. Select tools 2.1 Identify relevant site server tools with reference to requirements
2.2 Review and evaluate tools with reference to task requirements and
required site functionality
2.3 Load and configure server tools according to vendor guidelines and
client requirements
2.4 Use server tools to test equipment
3. Use tools 3.1 Use server tools to maintain or update relevant functionality
3.2 Coordinate and implement procedures
3.3 Use server tools according to vendor guidelines to achieve relevant task
requirements

Section 10 Use ICAU5208B Use site server tools for transaction management
4. Review server 4.1 Monitor, analyse and evaluate organisational procedures

tools and task 4.2 Review site server configuration with reference to client task
requirements requirements and make adjustments to configuration
4.3 Review server tools with reference to client task requirements
4.4 Use site analysis software to validate server outcomes
4.5 Create and use reports and other documentation for record keeping and
auditing
RANGE STATEMENT
VARIABLE SCOPE
Task May be in relation to building, database connectivity, hosting, customer tracking
requirements and profiling, payment and delivery systems, monitoring and ensuring secure
transactions on an business site.
Integration May include but are not limited to site server tools, hosting services, monitor
requirements transactions, data synchronisation, database implementation and migration.
Platform May include but is not limited to Linux, BSD, Windows servers WebSphere
Procedures May include check points and sign-offs with documented procedures and
templates; implementation of financial control mechanisms; communication
with stakeholders; dispute resolution and modification procedures and processes
for determining size and cost.
Site analysis May include:
software • WebTrends Log Analyzer
• Linkbot Pro
• InContext WebAnalyzer
• CyberSpyder
• AccessWatch
• WebCounter
software.
Server tools May include server benchmark tools, disaster recovery tools, disk management
tools, network management tools, security tools, storage and back-up tools, user
management tools, development tools, purchasing and payment tools,
maintenance tools.

ICAU5208B Use site server tools for transaction management Section 10 Use
EVIDENCE GUIDE
Critical aspects of Assessment must confirm the ability to use website server tools to maintain
evidence expected business performance and technical standards in an e-business
environment.
skills • Business site features in relation to choice of tools
• Site building considerations in relation to new versus established business,
B2B versus B2C
• The role of protocols in relation to features and functionality (e.g. HTTP,
SMTP, FTP, HTTPS)
• Relevant tools and products in relation to site construction (e.g. SSJS, Java,
JAP, Perl, Cold Fusion, ASP)
• Relevant security measures as required by site functionality (e.g. SSL,
encryption, authentication, VPN, PPTP, SSH)
• Functions and features of tools relevant to HTTP servers as required
(e.g. Apache, Netscape Communications Server, Microsoft IIS, IBM’s
Web-Sphere)
• Functions and features of tools relevant to search engines as required
(e.g. Excite, Fulcrum Surfboard, ICE, MS Index Server)
• Functions and features of tools relevant to firewalls and proxy servers as
required (e.g. Smoothwall, IP-Cop, AltaVista firewall, Guardian, Netscape
Proxy Server, Microsoft ISA, Cisco PIX)
Skills include:
• Evaluating and selecting products to suit a given business profile
• Use of site server tools associated with relevant site server
• Analysis of SQL
in ICA05 Section 1.

Section 10 Use ICAU5208B Use site server tools for transaction management

• ICAD4198B Develop guidelines for uploading information to a website
• ICAS5199B Manage business websites and servers
• ICAS4201B Transfer content to a website using commercial packages
• ICAS5203B Evaluate and select a web hosting service
• Server hardware
• Server tools
• Existing e-business website
Role context Businesses increasingly rely on their networks and websites to move data,
provide communication, and enable basic operations. As websites and computer
technology become more integrated with business, system outages can seriously
impact the bottom line. Website tools can help organisations monitor critical
network and site resources and immediately detect system failures or
performance problems.
Site server tools enable the person to build, host, track and monitor transactions
on an e-business site.
requirements
quality parameters

Section 11 Imported Units Table of Contents
Section 11 IMPORTED UNITS

Units of Competency
Table of Contents
BSBCMN106A Follow workplace safety procedures ___________________________ 1

BSBCMN304A Contribute to personal skill development and learning _____________ 2
BSBEBUS501A Evaluate e-business opportunities _____________________________ 3
BSBEBUS503A Design an e-business _______________________________________ 4
BSBEBUS504A Implement an e-business strategy _____________________________ 5
BSBEBUS505A Implement new technologies for business _______________________ 6
BSBEBUS510A Manage e-business outsourcing _______________________________ 7
BSBEBUS511A Implement a knowledge management strategy for an e-business _____ 8
BSBEBUS512A Implement electronic communication policy_____________________ 9
BSBEBUS513A Plan e-learning ___________________________________________ 10
BSBEBUS514A Implement e-learning ______________________________________ 11
BSBEBUS515A Facilitate e-learning _______________________________________ 12
BSBEBUS601A Develop an e-business strategy ______________________________ 13
BSBEBUS605A Identify and implement e-business innovation___________________ 14
BSBEBUS609A Develop a knowledge management strategy for an e-business ______ 15
BSBFLM509B Facilitate continuous improvement ___________________________ 16
BSBFLM510B Facilitate and capitalise on change and innovation _______________ 18
BSBFLM514A Manage people ___________________________________________ 20
BSBHR603A Contribute to organisation development _______________________ 22
BSBMGT608A Manage innovation and continuous improvement ________________ 23
BSBPM501A Manage application of project integrative processes ______________ 24
BSBPM505A Manage project quality_____________________________________ 25
BSBPM508A Manage project risk _______________________________________ 26

Table of Contents Section 11 Imported Units
BSBPM601A Direct the integration of multiple projects/programs ______________ 27

BSBPM602A Direct the scope of multiple projects/programs __________________ 29
BSBPM603A Direct time management of multiple projects/programs____________ 31
BSBPM604A Direct cost management of multiple projects/programs ____________ 33
BSBPM605A Direct quality management of multiple projects/programs__________ 35
BSBPM606A Direct human resources management of multiple projects/programs__ 37
BSBPM607A Direct communications management of multiple projects/programs __ 39
BSBPM608A Direct risk management of multiple projects/programs ____________ 41
CUFANM01A Develop and implement designs for animation___________________ 43
CUFCAM01A Set up and operate a basic video camera________________________ 44
CUFCAM03A Compose camera shots and operate a camera____________________ 45
CUFCAM04A Operate a camera under special conditions______________________ 46
CUFGEN01A Develop and apply industry knowledge ________________________ 47
CUFIMA01A Produce and manipulate digital images ________________________ 48
CUFIMA03A Create 2D digital animation _________________________________ 49
CUFIMA04A Create 3D digital animation _________________________________ 50
CUFIMA05A Create 3D digital models and images __________________________ 51
CUFIMA07A Create titles for screen production ____________________________ 52
CUFMEM01A Use an authoring tool to create an interactive sequence ____________ 53
CUFMEM02A Author a multimedia product ________________________________ 54
CUFMEM04A Test a multimedia product___________________________________ 55
CUFMEM05A Manage multimedia assets __________________________________ 56
CUFMEM06A Design a multimedia product ________________________________ 57
CUFMEM07A Apply principles of visual design and communication to the
development of a multimedia product _________________________ 58
CUFMEM08A Apply principles of instructional design to a multimedia product ____ 59
CUFMEM09A Apply principles of game design to a multimedia product __________ 60
CUFMEM10A Design and create a multimedia interface _______________________ 61
CUFMEM11A Design the navigation for a multimedia product__________________ 62
CUFMEM12A Update web pages _________________________________________ 63
CUFMEM13A Incorporate, design and edit digital video_______________________ 64

Section 11 Imported Units Table of Contents
CUFRAD01A Originate and develop the concept ____________________________ 65

CUFWRT02A Write the script ___________________________________________ 66
CUFWRT07A Write an interactive sequence for multimedia ___________________ 67
CUSADM07A Establish and maintain work and contractual relationships _________ 68
CUSADM08A Address copyright requirements______________________________ 69
CUSGEN03A Collaborate with colleagues in planning and producing a project ____ 70
CUVVSP11B Apply techniques to produce digital images ____________________ 71
ICPKN315B Apply knowledge and requirements of the multimedia sector_______ 72
ICPMM263B Access and use the Internet _________________________________ 74
ICPMM321B Capture a digital image ____________________________________ 75
ICPMM344B Manipulate and incorporate audio into multimedia presentations ____ 76
ICPMM346B Incorporate video into multimedia presentations _________________ 77
ICPMM581B Manage multimedia production ______________________________ 78
ICPMM582B Manage multimedia projects ________________________________ 79
ICPPP311B Develop a detailed design concept ____________________________ 80
ICPPP325B Create graphics using a graphics application ____________________ 81
ICPPP411B Undertake a complex design brief ____________________________ 82
ICTCC121A Use an enterprise information system _________________________ 84
ICTCC330A Manage customer relationships ______________________________ 85
PRSSM503A Assess security risk management options ______________________ 86
PRSSM504A Prepare security risk management plan ________________________ 87
PRSTS301A Identify technical security requirements _______________________ 88
PSPPM402B Manage simple projects ____________________________________ 89
PSPPM501B Design complex projects ___________________________________ 90
PSPPM502B Manage complex projects___________________________________ 91
PSPPM503B Close complex projects ____________________________________ 92
PSPPM601B Direct complex project activities _____________________________ 93
TAAASS501B Lead and coordinate assessment systems and services ____________ 94
TAADEL503B Provide advanced facilitation to support learning ________________ 96
TAADES501B Design and develop learning strategies ________________________ 98
TAAENV501B Maintain and enhance professional practice ___________________ 100

© Commonwealth of Australia, 2007 iii
Table of Contents Section 11 Imported Units

iv © Commonwealth of Australia, 2007
Section 11 Imported Units BSBCMN106A Follow workplace safety procedures
BSBCMN106A Follow workplace safety procedures
Unit descriptor
This unit covers general occupational health and safety requirements in business organisations and
is relevant for employees working under direct supervision with no responsibilities for other
people. The unit is based on Generic Competency A in the National Guidelines for Integrating
Occupational Health and Safety Competencies into National Industry Competency Standards
[NOHSC: 7025 (1998) 2nd edition]. This unit is related to BSBCMN211A Participate in workplace
safety procedures
Elements
Follow workplace safety procedures
Contribute to occupational health and safety in the workplace
Role Context
Maintain knowledge of industry products and services
Unit of competency – importation
IMPORTANT NOTES: Notes for the use of this imported unit of competency within this Training
Package:
This unit of competency has been selected by Industry for inclusion in this Training Package ICA05
and has been imported from the Business Services Training Package BSB01.
The Industry having selected this unit for importation into this Training Package requires that the most
current version of this imported unit be used.
To ensure use of the latest version of this imported unit, Registered Training Organisations are
directed to the National Training Information Service (www.ntis.gov.au) and search ‘Competencies’
and key in the code of the imported unit in the search criteria. When entering the code, omit the last
alpha as this is the version identifier for the unit.
In the event of the imported unit cited in this Training Package being superseded or deleted in the
originating Training Package, the Industry requires that the latest published version of the imported
unit be used.

BSBCMN304A Contribute to personal skill development and learning Section 11 Imported Units
BSBCMN304A Contribute to personal skill development and learning
Unit descriptor
This unit covers the skills and knowledge required to support own learning and skill development needs
in the context of an organisation’s goals and objectives. This unit is related to BSBCMN204A Work
effectively with others and BSBCMN404A Develop teams and individuals.
Elements
Identify own learning needs for skill development
Undertake personal skill development
Monitor learning effectiveness
Role Context
Package:
unit be used.

Section 11 Imported Units BSBEBUS501A Evaluate e-business opportunities
BSBEBUS501A Evaluate e-business opportunities
Unit descriptor
This unit covers evaluation of the impact of e-business for an industry sector, new opportunities or
capabilities provided by the Internet, threats and opportunities related to e-business, and
risks/obstacles to be overcome to take advantage of e-business opportunities.
This unit is related to BSBEBUS601A Develop an e-business strategy. Consider co-assessment
with BSBEBUS502A Evaluate e-business models and BSBEBUS503A Design an e-business.
Elements
Analyse the external e-business environment
Analyse the business’ capabilities in relation to e-business
Evaluate e-business opportunities
Role Context
Package:
unit be used.

BSBEBUS503A Design an e-business
Unit descriptor
This unit covers design of an e-business using an accepted or emerging e-business model. It may be
a stand alone e-business or an existing business adding in an e-business facility and running both
business models. Consider co-assessment with BSBEBUS501A Evaluate e-business opportunities
and BSBEBUS502A Evaluate e-business models.
Elements
Determine e-business model
Design an e-business
Plan e-business implementation
Role Context
Package:
unit be used.

Section 11 Imported Units BSBEBUS504A Implement an e-business strategy
BSBEBUS504A Implement an e-business strategy
Unit descriptor
This unit covers implementation, monitoring and review of e-business strategy.
This unit is related to BSBEBUS601A Develop an e-business strategy. Consider co-assessment
with BSBEBUS505A Implement new technologies for business.
Elements
Implement action plan for e-business strategy
Manage the business change process
Monitor implementation and manage contingencies
Evaluate and improve e-business strategy
Role Context
Package:
unit be used.

BSBEBUS505A Implement new technologies for business
Unit descriptor
This unit covers planning for the introduction of new technologies, implementing new technologies
for the business and managing the change process associated with implementation. Consider
co-assessment with BSBEBUS504A Implement an e-business strategy.
Elements
Develop implementation plan for new technologies
Implement new technologies
Monitor implementation of new technologies and manage contingencies
Role Context
Package:
unit be used.

Section 11 Imported Units BSBEBUS510A Manage e-business outsourcing
BSBEBUS510A Manage e-business outsourcing
Unit descriptor
This unit covers establishing strategies for managing outsourcing and communication with service
providers, performance management, monitoring and review of contractual arrangements. This unit
is related to BSBEBUS607A Develop e-business outsourcing policy and guidelines. Consider
co-assessment with BSBEBUS509A Implement e-business outsourcing arrangements and
BSBEBUS516A Manage online purchasing.
Elements
Establish a management strategy for e-business outsourcing
Maintain and monitor outsourcing performance
Review and renegotiate or finalise e-business outsourcing arrangements
Role Context
Package:
unit be used.

BSBEBUS511A Implement a knowledge management strategy for an
e-business
Unit descriptor
This unit covers implementation of a knowledge management strategy for an e-business through
technology and cultural change. This unit is related to BSBEBUS609A Develop a knowledge
management strategy for an e-business.
Elements
Implement knowledge management system and procedures
Maintain e-business knowledge base
Review knowledge management system and procedures
Role Context
Package:
unit be used.

Section 11 Imported Units BSBEBUS512A Implement electronic communication policy
BSBEBUS512A Implement electronic communication policy
Unit descriptor
This unit covers implementing policy for internal and external electronic communication to enable
effective communication processes while meeting legal and ethical requirements. This unit is
related to BSBEBUS610A Develop electronic communication policy.
Elements
Establish infrastructure and processes for policy implementation
Implement electronic communication policy
Monitor and review policy implementation
Role Context
Package:
unit be used.

BSBEBUS513A Plan e-learning
Unit descriptor
This unit covers identification of learning and development needs, evaluation of online learning
opportunities and materials, development of individual learning plans and evaluation of
organisational requirements to support e-learning. Consider co-assessment with BSBEBUS514A
Implement e-learning and BSBEBUS515A Facilitate e-learning.
Elements
Determine staff learning and development needs
Evaluate e-learning opportunities
Develop e-learning plans
Integrate e-learning into the business
Role Context
Package:
unit be used.

Section 11 Imported Units BSBEBUS514A Implement e-learning
BSBEBUS514A Implement e-learning
Unit descriptor
This unit covers preparation for the organisation of e-learning and development in a business,
implementation, monitoring and evaluation in line with an e-learning strategy. It involves putting
the systems into place to allow for the organisation of e-learning processes. Consider co-assessment
with BSBEBUS513A Plan e-learning and unit BSBEBUS515A Facilitate e-learning.
Elements
Prepare the organisation for e-learning
Implement e-learning and development
Evaluate the effectiveness of e-learning and development
Role Context
Package:
unit be used.

BSBEBUS515A Facilitate e-learning
Unit descriptor
This unit covers facilitation of learning in an online learning environment, including establishment
of the learning environment and evaluation of e-learning outcomes. It involves the competencies
required by the facilitator/trainer to allow learning and evaluation to occur Consider co-assessment
with BSBEBUS513A Plan e-learning and BSBEBUS514A Implement e-learning.
Elements
Establish the online learning environment
Facilitate e-learning
Evaluate e-learning
Role Context
Package:
unit be used.

Section 11 Imported Units BSBEBUS601A Develop an e-business strategy
BSBEBUS601A Develop an e-business strategy
Unit descriptor
This unit covers environmental analysis and strategic planning for e-business that supports the organisation’s
overall business strategy.
This unit is related to BSBEBUS501A Evaluate e-business opportunities and BSBEBUS502A
Evaluate e-business models. Consider co-assessment with BSBEBUS602A Develop an action plan
for an e-business strategy and BSBEBUS604A Develop a business website
Elements
Analyse the organisation’s internal business environment
Evaluate external factors impacting on e-business strategy
Determine the strategic direction of the business in relation to e-business
Formulate an e-business strategy
Role Context
Package:
unit be used.

BSBEBUS605A Identify and implement e-business innovation
Unit descriptor
This unit covers analysis of traditional business processes to identify and implement e-business
opportunities for innovation and reform. Consider co-assessment with BSBEBUS603A Evaluate
new technologies for business and BSBEBUS606A Manage e-business risk.
Elements
Compare the business with e-businesses
Identify e-business opportunities for innovation and reform
Implement e-business innovation
Role Context
Package:
unit be used.

Section 11 Imported Units BSBEBUS609A Develop a knowledge management strategy for an e-business
BSBEBUS609A Develop a knowledge management strategy for an

e-business
Unit descriptor
This unit covers analysis of existing systems, determining e-business requirements for knowledge
management and developing a strategy to meet those requirements. Consider co-assessment with
BSBEBUS608A Develop and implement online information policy.
Elements
Analyse existing knowledge management arrangements
Evaluate knowledge management options
Develop a knowledge management strategy
Role Context
Package:
unit be used.

BSBFLM509B Facilitate continuous improvement Section 11 Imported Units
BSBFLM509B Facilitate continuous improvement
Unit descriptor
This unit covers the skills and knowledge required to support own learning and skill development
needs in the context of an organisation’s goals and objectives. This unit is related to
BSBCMN204A Work effectively with others and BSBCMN404A Develop teams and individuals.
Elements
Lead continuous improvement systems and processes
Monitor and adjust performance strategies
Manage opportunities for further improvement
Application of the unit

This unit replaces BSBFLM509A Promote continuous improvement.
Frontline managers have an active role in managing the continuous improvement process in achieving
the organisation’s objectives. Their position, closely associated with the creation and delivery of
products and services, means that they play an important part in influencing the ongoing development
of the organisation.
At this level, work will normally be carried out within complex and diverse methods and procedures
which require the exercise of considerable discretion and judgement, using a range of problem solving
and decision making strategies.
This unit builds on BSBFLM409B Implement continuous improvement. Consider co-assessment with
BSBFLM512A Ensure team effectiveness, BSBFLM505B Manage operational plan, and
BSBFLM507B Manage quality customer service, BSBMGT505A Ensure a safe workplace,
BSBFLM510B Facilitate and capitalise on change and innovation, and BSBFLM511B Develop a
workplace learning environment.
Role Context

Section 11 Imported Units BSBFLM509B Facilitate continuous improvement
IMPORTANT NOTES: Notes for the use of this imported unit of competency within this Training Package:
unit be used.

BSBFLM510B Facilitate and capitalise on change and innovation Section 11 Imported Units
BSBFLM510B Facilitate and capitalise on change and innovation
Unit descriptor
This unit specifies the outcomes required to plan and manage the introduction and facilitation of
change. Particular emphasis is on the development of creative and flexible approaches, and on
managing emerging opportunities and challenges.
Elements
Participate in planning the introduction and facilitation of change
Develop creative and flexible approaches and solutions
Manage emerging challenges and opportunities

This unit replaces BSBFLM510A Facilitate and capitalise on change and innovation.
Frontline managers have an active role in fostering change and acting as a catalyst in the
implementation of change and innovation. They have a creative role in ensuring that individuals, the
team and the organisation gain from change; and that the customer benefits through improved products
and services.
This unit builds on BSBCMN412A Promote innovation and change. Consider co-assessment with
BSBFLM512A Ensure team effectiveness, BSBFLM505B Manage operational plan, and
BSBFLM509B Facilitate continuous improvement.
Role Context

Section 11 Imported Units BSBFLM510B Facilitate and capitalise on change and innovation
Package:
unit be used.

BSBFLM514A Manage people Section 11 Imported Units
BSBFLM514A Manage people
Unit descriptor
This unit specifies the outcomes required to manage and lead team members within an
organisation. This includes determining work allocations; implementing performance management
processes; addressing issues related to own personal leadership style and performance within the
work team; demonstrating leadership; building commitment within the team; and analysing,
reviewing and evaluating the effectiveness of human resource management processes in line with
the objectives of the work team and the organisation.
Elements
Manage performance of individuals in teams
Address performance related issues
Address issues and problems of individuals in teams
Build support and commitment within the work team
Review and evaluate management of individuals within the work team

Frontline managers have a key role in managing and leading individuals within work teams. They play
a prominent part in managing the performance of people who report to them directly and in providing
leadership to teams.
Role Context

Section 11 Imported Units BSBFLM514A Manage people
Package:
unit be used.

BSBHR603A Contribute to organisation development
Unit descriptor
This unit covers the development of an organisation development plan, preparing the organisation
for an ongoing approach to its development and the implementation and maintenance of its
organisational development process. This unit is related to BSBHR601A Facilitate change,
BSBHR605A Contribute to organisation design, BSBMGT601A Contribute to strategic direction
and BSBHR602A Participate in human resource strategic planning.
Elements
Develop organisation development plan
Implement organisation development activities
Maintain organisation development program
Role Context
Package:
unit be used.

Section 11 Imported Units BSBMGT608A Manage innovation and continuous improvement
BSBMGT608A Manage innovation and continuous improvement
Unit descriptor
This unit covers sustaining an environment in which continuous improvement and learning are
promoted and rewarded, including the application of relevant technology.
Elements
Review programs, systems and processes
Develop options for continuous improvement
Implement innovative processes
Role Context
Package:
unit be used.

BSBPM501A Manage application of project integrative processes
Unit descriptor
This unit specifies the outcomes required to integrate and balance the overall project management
functions of scope, time, cost, quality, human resources, communications, risk and procurement,
and align and track the project objectives to comply with organisational goals, strategies and
objectives.
Elements
Manage integration of all functions of project management
Coordinate internal and external environments
Implement project activities throughout life cycle

A project manager usually performs this function. The functions performed by a program manager
to manage integration within multiple projects are addressed in BSBPM601A Direct the integration
of multiple projects/programs.
Role Context
Package:
unit be used.

Section 11 Imported Units BSBPM505A Manage project quality
BSBPM505A Manage project quality
Unit descriptor
This unit specifies the outcomes required to manage quality within projects. It covers determining
quality requirements, implementing quality assurance processes, and using review and evaluation
to make quality improvements in current and future projects.
Elements
Determine quality requirements
Implement quality assurance
Implement project quality improvements

to manage quality within multiple projects are addressed in BSBPM605A Direct quality
management of multiple projects/programs.
Role Context
Package:
unit be used.

Commonwealth of Australia, 2007 25
BSBPM508A Manage project risk
Unit descriptor
This unit specifies the outcomes required to manage risk within a project in order to avoid adverse
effects on project outcomes. It covers determining, monitoring and controlling project risks, and
assessing risk management outcomes.
Elements
Determine project risks
Monitor and control project risk
Assess risk management outcomes

to manage risks within multiple projects are addressed in BSBPM608A Direct risk management of
multiple projects/programs.
Role Context
Package:
unit be used.

Section 11 Imported Units BSBPM601A Direct the integration of multiple projects/programs
BSBPM601A Direct the integration of multiple projects/programs
Unit descriptor
This unit specifies the outcomes required to manage the integration of all functions of project
management in a program or multiple project context.
This covers managing conflicting priorities between projects, directing project managers in
re-aligning projects within the program, directing the internal environment with the needs and
expectations of the external environment, and directing projects within the program throughout
their life cycle.
Elements
Direct integration of all functions of project management
Direct the internal project environment to meet external needs and expectations
Direct projects through project life cycles

A program is defined as a set of interrelated projects, each of which has a project manager. Multiple
projects (sometimes referred to as a portfolio of projects) means a number of projects which may or
may not be related but which are all managed by the same person as a program to achieve a common
organisational objective(s).
For the purposes of this unit both types will be referred to as a program and managers as program
managers.
The functions performed by a project manager to manage integration within individual projects are
addressed in BSBPM501A Manage application of project integrative processes.
It should be noted that conflicting priorities between projects are managed with higher project
authority support, in this case project governance committees or senior management.
Role Context

BSBPM601A Direct the integration of multiple projects/programs Section 11 Imported Units
Package:
unit be used.

Section 11 Imported Units BSBPM602A Direct the scope of multiple projects/programs
BSBPM602A Direct the scope of multiple projects/programs
Unit descriptor
This unit specifies the outcomes required to direct the scope of projects within a program or
multiple projects context. It covers the management of authorising projects, and defining, planning
and managing the program scope.
Elements
Authorize projects
Define and plan program scope
Manage program scope

managers.
The functions performed by a project manager to manage scope within individual projects are
addressed in BSBPM502A Manage project scope.
Role Context

BSBPM602A Direct the scope of multiple projects/programs Section 11 Imported Units
Package:
unit be used.

Section 11 Imported Units BSBPM603A Direct time management of multiple projects/programs
BSBPM603A Direct time management of multiple projects/programs
Unit descriptor
This unit specifies the outcomes required to direct time management across projects, so that key
deliverables meet project and program schedules.
Elements
Direct project schedules development
Manage program schedules
Analyse time management outcomes

managers.
The functions performed by a project manager to manage time and scheduling within individual
projects are addressed in BSBPM503A Manage project time.
Role Context

BSBPM603A Direct time management of multiple projects/programs Section 11 Imported Units
Package:
unit be used.

Section 11 Imported Units BSBPM604A Direct cost management of multiple projects/programs
BSBPM604A Direct cost management of multiple projects/programs
Unit descriptor
This unit specifies the outcomes required to analyse, coordinate, and refine the budgets of multiple
projects that contribute to an overall program budget. It covers directing project budget
development, managing program costs, and directing financial completion of projects.
Elements
Direct project budget development
Manage program costs
Direct financial completion

managers.
The functions performed by a project manager to manage costs within individual projects are
addressed in BSBPM504A Manage project costs.
Role Context

BSBPM604A Direct cost management of multiple projects/programs Section 11 Imported Units
Package:
unit be used.

Section 11 Imported Units BSBPM605A Direct quality management of multiple projects/programs
BSBPM605A Direct quality management of multiple projects/programs
Unit descriptor
This unit specifies the outcomes required to direct quality management across multiple projects and
within the overall program. It covers directing the development of quality requirements, directing
quality assurance management and reviewing and improving the quality of projects and the program.
Elements
Direct quality requirements development
Direct project quality assurance management
Improve program and projects’ quality

managers.
The functions performed by a project manager to manage quality within individual projects are
addressed in BSBPM505A Manage project quality.
Role Context

BSBPM605A Direct quality management of multiple projects/programs Section 11 Imported Units
Package:
unit be used.

Section 11 Imported Units BSBPM606A Direct human resources management of multiple projects/programs
BSBPM606A Direct human resources management of multiple

projects/programs
Unit descriptor
This unit specifies the outcomes required to direct human resource organisation and staffing within
multiple projects and across the program, to direct project managers in relation to staff performance,
and to provide leadership within the program.
Elements
Direct human resources management and responsibility assignment
Manage program organisation and staffing
Direct project staff performance management
Lead teams

managers.
The functions performed by a project manager to manage human resources within individual projects
are addressed in BSBPM506A Manage project human resources.
Role Context

BSBPM606A Direct human resources management of multiple projects/programs Section 11 Imported Units
Package:
unit be used.

Section 11 Imported Units BSBPM607A Direct communications management of multiple projects/programs
BSBPM607A Direct communications management of multiple

projects/programs
Unit descriptor
This unit specifies the outcomes required to provide the critical link between people, ideas and
information at all stages in the life-cycles of multiple projects across a program. It covers directing
project communications and information management, managing program communications and
analysing communications management outcomes for projects and programs.
Elements
Direct planning of project communications
Direct management of project information
Manage program communications
Analyse communications management outcomes

managers.
The functions performed by a project manager to manage communications within individual projects
are addressed in BSBPM507A Manage project communications.
Role Context

BSBPM607A Direct communications management of multiple projects/programs Section 11 Imported Units
Package:
unit be used.

Section 11 Imported Units BSBPM608A Direct risk management of multiple projects/programs
BSBPM608A Direct risk management of multiple projects/programs
Unit descriptor
This unit specifies the outcomes required to manage the factors that might adversely affect multiple
projects, the program and organisational outcomes. It covers directing the planning and management
of project risks, managing risks to the overall program, and assessing risk management outcomes for
the program and the organisation.
Elements
Direct planning of project risk management
Direct management of project risk and manage program risk
Assess project and program risk management outcomes

managers.
The functions performed by a project manager to manage risk within individual projects are addressed
in BSBPM508A Manage project risk.
Role Context

BSBPM609A Direct risk management of multiple projects/programs Section 11 Imported Units
Package:
unit be used.

Section 11 Imported Units CUFANM01A Develop and implement designs for animation
CUFANM01A Develop and implement designs for animation
Unit descriptor
This unit describes the skills and knowledge required to interpret the creative brief, develop and
implement animation designs for productions within the cultural industries.
Elements
Receive and interpret the brief for animation design
Breakdown scripts to produce animation plan
Generate and assess ideas
Conduct research and experimentation
Develop and document the animation design
Communicate design ideas and make amendments
Liaise with others to implement production of the animation
Role Context
Package:
and has been imported from the Film, TV, Radio and Multimedia Training Package CUF01.
unit be used.

CUFCAM01A Set up and operate a basic video camera Section 11 Imported Units
CUFCAM01A Set up and operate a basic video camera
Unit descriptor
This unit describes the skills and knowledge required to set up and operate a basic video camera and
equipment for use in small media productions which may not be intended for commercial sale.
Elements
Select and prepare camera equipment and materials
Charge and maintain batteries throughout shoot
Install or check camera support equipment
Install camera, lenses and other accessories
Test all operational aspects of the camera
Prepare and load videotapes
Operate the camera
Disassemble camera, accessories and support equipment
Role Context
Package:
unit be used.

Section 11 Imported Units CUFCAM03A Compose camera shots and operate a camera
CUFCAM03A Compose camera shots and operate a camera
Unit descriptor
This unit describes the skills and knowledge required to compose shots, position the camera, select the
appropriate lens and lighting equipment, and operate a camera to achieve the required moving image
in any environment, for single or multicam film or television productions.
Elements
Compose shots
Address lighting conditions
Select and use corrective filters
Select and use lens
Coordinate crew to position camera
Position and operate camera to capture shots
Monitor the quality of the moving image during filming
Role Context
Package:
unit be used.

CUFCAM04A Operate a camera under special conditions
Unit descriptor
This unit describes the skills and knowledge required to operate a camera to achieve the required
moving image under special conditions for film or television productions. It focuses only on the
additional skills required to operate in a special environment.
Elements
Determine camera position and movements
Assess and control risks
Select special equipment
Use camera and special equipment to capture shots
Role Context
Package:
unit be used.

Section 11 Imported Units CUFGEN01A Develop and apply industry knowledge
CUFGEN01A Develop and apply industry knowledge
Unit descriptor
This unit describes the skills and knowledge required to access, increase and update knowledge of the
film, television, radio and multimedia industry, including the role of different industry sectors, and the
impacts of changing technology. This knowledge underpins effective performance in all sectors.
Elements
Seek information on the structure and operation of the industry
Seek information on industry employment obligations and opportunities
Seek information on new technology
Update industry knowledge
Role Context
Package:
unit be used.

CUFIMA01A Produce and manipulate digital images
Unit descriptor
This unit describes the skills and knowledge required to produce and manipulate digital images for a
multimedia production within the cultural industries.
Elements
Assess digital camera qualities
Photograph and upload a digital image
Incorporate digital photography into a multimedia sequence
Role Context
Package:
unit be used.

Section 11 Imported Units CUFIMA03A Create 2D digital animation
CUFIMA03A Create 2D digital animation
Unit descriptor
This unit describes the skills and knowledge required to use digital animation techniques and industry
standard software to create 2D animation for a range of media applications within the cultural
industries.
Elements
Identify animation requirements
Identify scope of 2D animation software
Product key drawings for animation
Produce 2D animation
Evaluate animation
Role Context
Package:
unit be used.

CUFIMA04A Create 3D digital animation
Unit descriptor
This unit describes the skills and knowledge required to use digital animation techniques and
industry standard software to create 3D digital animation for a range of media applications.
Elements
Identify animation requirements
Identify scope of 3D animation software
Produce 3D animation
Evaluate animations
Role Context
Package:
This unit of competency has been selected by Industry for inclusion in this Training Package ICA05 and
has been imported from the Film, TV, Radio and Multimedia Training Package CUF01.
To ensure use of the latest version of this imported unit, Registered Training Organisations are directed to
the National Training Information Service (<http://www.ntis.gov.au/>www.ntis.gov.au) and search
‘Competencies’ and key in the code of the imported unit in the search criteria. When entering the code,
omit the last alpha as this is the version identifier for the unit.
originating Training Package, the Industry requires that the latest published version of the imported unit
be used.

Section 11 Imported Units CUFIMA05A Create 3D digital models and images
CUFIMA05A Create 3D digital models and images
Unit descriptor
This unit describes the skills and knowledge required to create 3D digital models and images for a
range of media applications within the cultural industries.
Elements
Identify requirements for 3D digital models and images
Identify and select modelling and imaging software
Create digital 3D models and images
Test and evaluate 3D models
Role Context
Package:
unit be used.

CUFIMA07A Create titles for screen production
Unit Descriptor
This unit describes the skills and knowledge required to interpret the creative brief and develop and
create titles for productions
Elements
Receive and interpret the brief for the creation of titles
Identify items to be included in the titles
Produce and evaluate titles and other graphic items
Present the initial title compilation and make amendments
Role Context
Package:
and has been imported from the Film, TV, Radio and Multimedia Training Package CUF01
unit be used.

Section 11 Imported Units CUFMEM01A Use an authoring tool to create an interactive sequence
CUFMEM01A Use an authoring tool to create an interactive sequence
Unit descriptor
This unit describes the skills and knowledge required to use an authoring tool to create a discrete
interactive sequence for a multimedia production within the cultural industries.
Elements
Plan use of authoring tool
Prepare to use authoring tool
Use authoring tool
Check functionality of multimedia sequence
Role Context
Package:
unit be used.

CUFMEM02A Author a multimedia product
Unit descriptor
This unit describes the skills and knowledge required in authoring a complete multimedia product
using an industry standard authoring tool for productions within the cultural industries.
Elements
Identify scope of authoring software
Use authoring software
Create multimedia sequence
Evaluate multimedia prototype
Transform prototype into final product
Role Context
Package:
unit be used.

Section 11 Imported Units CUFMEM04A Test a multimedia product
CUFMEM04A Test a multimedia product
Unit descriptor
This unit refers to the ability to develop a strategy for testing and to conduct the test of a multimedia
product within the cultural industries.
Elements
Determine the criteria for testing
Determine the methods to be used in testing the product
Test and review the multimedia product at agreed stages
Evaluate the final product
Role Context
Package:
unit be used.

CUFMEM05A Manage multimedia assets
Unit descriptor
This unit covers the ability to undertake all the formal procedures related to systems for documenting a
multimedia project within the cultural industries including setting up the conventions for file naming,
sourcing, sorting and storing material, and recording project details.
Elements
Establish systematic procedures for managing content and outputs
Record information on assets
Plan for project completion and storage
File and save project materials
Role Context
Package:
unit be used.

Section 11 Imported Units CUFMEM06A Design a multimedia product
CUFMEM06A Design a multimedia product
Unit descriptor
This unit describes the skills and knowledge required to analyse the requirements and develop the
design of a multimedia project within the cultural industries.
Elements
Determine the project requirements
Identify possible approaches and select the most appropriate
Produce a design for the multimedia project design
Review and confirm the design
Role Context
Package:
unit be used.

CUFMEM07A Apply principles of visual design and communication to the
development of a multimedia product
Unit descriptor
This unit describes the skills and knowledge required to incorporate the principles of visual design
and communication into the development of multimedia products for use within the cultural
industries.
Elements
Receive and interpret the brief
Conduct research
Select media/materials for use in visual design and communication
Apply visual design and communication techniques
Evaluate visual and communication design techniques
Role Context
Package:
unit be used.

Section 11 Imported Units CUFMEM08A Apply principles of instructional design to a multimedia product
CUFMEM08A Apply principles of instructional design to a multimedia

product
Unit descriptor
This unit describes the skills and knowledge required for incorporating the principles of instructional
design in the development of multimedia products for use within the cultural industries.
Elements
Receive and interpret the brief for the instructional design
Conduct research
Select an instructional design model
Plan and compose the instructional product
Evaluate instructional strategies and materials
Role Context
Package:
unit be used.

CUFMEM09A Apply principles of game design to a multimedia product
Unit descriptor
This unit describes the skills and knowledge required to incorporate the principles of game design,
including planning and designing a game, into the development of a multimedia product for use
within the cultural industries.
Elements
Receive and interpret the brief for the game design
Conduct research
Select a game design model
Compose the game elements
Evaluate game based on design principles
Role Context
Package:
unit be used.

Section 11 Imported Units CUFMEM10A Design and create a multimedia interface
CUFMEM10A Design and create a multimedia interface
Unit descriptor
This unit describes the skills and knowledge to design and create the graphical user interface (GUI)
for a multimedia product within the cultural industries.
Elements
Plan an interface design
Develop the interface
Create the interface
Evaluate the interface
Role Context
Package:
unit be used.

CUFMEM11A Design the navigation for a multimedia product
Unit descriptor
This unit describes the skills and knowledge required to design the navigation for a multimedia
product.
Elements
Plan navigation
Develop navigation
Evaluate navigation
Role Context
Package:
unit be used.

Section 11 Imported Units CUFMEM12A Update web pages
CUFMEM12A Update web pages
Unit descriptor
This unit describes the skills required to update the information on a website
Elements
Check information for evidence of currency
Check links and navigation
Edit information as required
Test and confirm changes
Role Context
Package:
unit be used.

CUFMEM13A Incorporate, design and edit digital video
Unit descriptor
This unit describes the competency required to edit, combine and incorporate video into multimedia
presentations within the cultural industries.
Elements
Identify and describe formats of digital video
Design digital video
Edit digital video
Present a digital video sequence
Role Context
Package:
unit be used.

Section 11 Imported Units CUFRAD01A Originate and develop the concept
CUFRAD01A Originate and develop the concept
Unit descriptor
This unit describes the skills and knowledge required to originate a project in cultural industries and
develop the concept to that stage where it becomes the basis of a creative and effective production.
Elements
Clarify creative ideas
Investigate approaches to the realisation of the idea
Evaluate possible approaches
Develop the concept to an operational level
Role Context
Package:
unit be used.

CUFWRT02A Write the script
Unit descriptor
This unit describes the skills and knowledge required to develop and write a script from the original
narrative for any production within the cultural industries.
Elements
Review the narrative
Write the first draft
Role Context
Package:
unit be used.

Section 11 Imported Units CUFWRT07A Write an interactive sequence for multimedia
CUFWRT07A Write an interactive sequence for multimedia
Unit descriptor
This unit describes the skills and knowledge required to create, develop and write an interactive
sequence for multimedia productions within the cultural industries.
Elements
Prepare to write the interactive sequence
Write the interactive sequence
Re-evaluate the interactive sequence
Obtain approval from relevant personnel
Role Context
Package:
unit be used.

CUSADM07A Establish and maintain work and contractual relationships
Unit descriptor
This unit deals with the skills and knowledge required to set up and maintain work relationships,
including contracts, within a cultural industries context. It focuses on the relationship building and
negotiation skills required by project managers, freelance workers and managers of sections or
departments in the industry.
Elements
Establish and conduct work relationships
Conduct negotiations
Make formal agreements/contracts
Foster and maintain business relationships
Role Context
Package:
and has been imported from the Music Training Package CUS01.
unit be used.

Section 11 Imported Units CUSADM08A Address copyright requirements
CUSADM08A Address copyright requirements
Unit descriptor
This unit describes the skills and knowledge required to protect creative work and performance from
unauthorised use.
Elements
Identify copyright issues for the protection and exploitation of products
Ensure that copyright protection on creative works or performance is adequate locally and
internationally
Assign copyright of creative works or performers
License rights to creative works or performance
Comply with conditions of copyright agreement
Role Context
Package:
unit be used.

CUSGEN03A Collaborate with colleagues in planning and producing a
project
Unit descriptor
This unit describes the skills and knowledge required to collaborate intensively with colleagues,
particularly where they have different areas of expertise and are required to work with other specialists
in developing and finalising a production
Elements
Cooperate in planning the product and strategy for producing it
Value and respect the skills of others and their contribution to the project
Set up and maintain productive workplace relationships
Use effective strategies for solving problems
Role Context
Package:
unit be used.

Section 11 Imported Units CUVVSP11B Apply techniques to produce digital images
CUVVSP11B Apply techniques to produce digital images
Unit descriptor
This unit describes the skills and knowledge required to use techniques, materials and equipment
for the production of digital images. As such the unit covers general knowledge and the application
of basic techniques, which would generally be nominated by the supervisor. It is a specialisation
unit and refers to a specific art form. This work would usually be carried out under supervision.
Employability Skills
The required outcomes described in this unit of competency contain applicable facets of
Employability Skills. The Employability Skills Summary for the qualification in which this unit of
competency is packaged, will assist in identifying Employability Skills requirements.
Elements
Prepare and maintain physical resources for the production of digital images
Use and test digital imaging techniques
Produce digital images
Role Context
Package:
and has been imported from the Visual Arts, Craft and Design Training Package CUV03, Version 2.
unit be used.

ICPKN315B Apply knowledge and requirements of the multimedia
sector
Unit descriptor
This unit describes the performance outcomes, skills and knowledge required to work in or deal
with the multimedia sector of the printing industry; that is, a working knowledge of related areas
and a detailed knowledge of specific multimedia areas. It facilitates technical communication and
the ability to work as a team member.
Elements
Apply knowledge of multimedia and the printing industry
Apply knowledge of government acts and regulations
Apply knowledge of pre-press processes
Apply detailed knowledge of multimedia techniques and requirements
Apply knowledge of colour theory
Apply basic knowledge of costs of production
Demonstrate basic knowledge of production management requirements and systems

This unit covers preparation of a person working in or dealing with the multimedia sector of the
printing industry and underpins all multimedia units packaged in the ICP30305 Certificate III in
Printing and Graphic Arts (Multimedia).
Workers with the ICP30305 Certificate III in Printing and Graphic Arts (Multimedia) are likely to
acquire most of this knowledge in the technical units.
Role Context

Section 11 Imported Units ICPKN315B Apply knowledge and requirements of the multimedia sector
Package:
and has been imported from the Printing and Graphic Arts Training Package ICP05, Version 2.
unit be used.

ICPMM263B Access and use the Internet
Unit descriptor
This unit describes the performance outcomes, skills and knowledge required to access and use the
Internet within the printing and graphic arts industries.
The required outcomes described in this unit of competency contain applicable facets of Employability
Skills. The Employability Skills Summary for the qualification in which this unit of competency is
packaged, will assist in identifying Employability Skills requirements.
Elements
Identify and use local resources
Identify and use remote resources

This unit describes the skills needed to access and use the Internet within the printing and graphic arts
industry.
Role Context
Package:
unit be used.

Section 11 Imported Units ICPMM321B Capture a digital image
ICPMM321B Capture a digital image
Unit Descriptor
This unit describes the performance outcomes, skills and knowledge required to use digital camera
technology for the production of colour separated images.
Elements
Assess digital camera qualities
Set up for image capture
Preview image
Photograph and upload a digital image

This unit requires the individual to use digital camera technology for the production of colour
separated images.
Role Context
Package:
unit be used.

ICPMM344B Manipulate and incorporate audio into multimedia
presentations
Unit descriptor
This unit describes the performance outcomes, skills and knowledge required to edit, combine and
incorporate audio into multimedia presentations.
Elements
Identify and describe formats of digital audio
Use digital audio software
Edit digital audio
Construct a digital audio track

This unit describes the competency required to edit, combine and incorporate audio into
multimedia presentations.
Role Context
Package:
unit be used.

Section 11 Imported Units ICPMM346B Incorporate video into multimedia presentations
ICPMM346B Incorporate video into multimedia presentations
Unit descriptor
This unit describes the skills and knowledge required to edit, combine and incorporate video into
Elements
Identify and describe formats of digital video
Design digital video
Edit digital video
Present a digital video sequence

This unit describes the competency required to edit, combine and incorporate video into
Role Context
Package:
unit be used.

ICPMM581B Manage multimedia production
Unit descriptor
This unit describes the skills and knowledge required to manage the multimedia production cycle.
Elements
Design a production cycle for a multimedia product
Define the attributes of interactive multimedia products
Manage research
Manage the multimedia process

This unit covers the skills required to manage the multimedia production cycle.
Role Context
Package:
unit be used.

Section 11 Imported Units ICPMM582B Manage multimedia projects
ICPMM582B Manage multimedia projects
Unit descriptor
This unit describes the skills and knowledge required to manage multimedia projects.
Elements
Develop a project plan
Manage resources and time
Identify legal issues
Manage research
Determine and manage multimedia budgets
Manage project outcomes

This unit covers the management of multimedia projects.
Role Context
Package:
unit be used.

ICPPP311B Develop a detailed design concept
Unit descriptor
This unit describes the performance outcomes, skills and knowledge required to develop a complex
graphic design.
Elements
Determine brief specifications
Render a graphic design
Produce a dummy
Produce complex finished artwork
Pre-requisite unit
ICPPP211B Develop a basic design concept

The unit applies to operators taking some responsibility for a design brief.
This unit outlines the skills required to render a graphic design based on the design brief and to
produce a finished complex artwork.
Role Context
Package:
unit be used.

Section 11 Imported Units ICPPP325B Create graphics using a graphics application
ICPPP325B Create graphics using a graphics application

Unit descriptor
This unit describes the performance outcomes, skills and knowledge required to develop graphics
incorporating a range of features for cross-media publishing based on a client brief using a high-
end application.
Elements
Balance image quality and file size
Manipulate objects
Import images
Develop variable templates
Colour separate artwork
Prepare for final media

For this unit the knowledge and skills cover selecting, adapting and transferring skills and
knowledge to new environments and providing technical advice and some leadership in resolution
of specific problems. This will be applied across a range of roles in a variety of contexts with some
complexity in the extent and choice of options available.
Role Context
Package:
unit be used.

ICPPP411B Undertake a complex design brief Section 11 Imported Units
ICPPP411B Undertake a complex design brief
Unit descriptor
This unit describes the performance outcomes, skills and knowledge required to undertake
advanced graphic design from the negotiation of design briefs through to the production of
complex finished artwork.
Elements
Negotiate a complex design contract
Plan the design process
Render a complex graphic design
Ensure feasibility of production
Solve technical problems
Ensure quality output
Pre-requisite unit
ICPPP311B Develop a detailed design concept

This unit requires an individual to negotiate a design brief, plan the design process and produce a
complex design that meets the design brief and production and quality requirements. The individual
will work independently and take responsibility for fulfilment of the brief.
Role Context

Section 11 Imported Units ICPPP411B Undertake a complex design brief
Package:
unit be used.

ICTCC121A Use an enterprise information system
Unit descriptor
This unit applies to the use of an enterprise information system to obtain and record
customer information. It addresses the use of a single information system while in contact
with the customer..
Elements
Locate and interpret information for a customer enquiry
Record information for a customer transaction
Use help systems
Pre-requisite unit
ICTCC120A Use basic computer technology
Role Context
Package:
and has been imported from the Telecommunications Training Package ICT02.
unit be used.

Section 11 Imported Units ICTCC330A Manage customer relationships
ICTCC330A Manage customer relationships
Unit descriptor
Field: Customer Service
This unit applies to the contribution that individual operators can make to the management of
established relationships with the customer. This unit is based on unit ICTTC205A in the ICT97
training package.
Elements
Contribute to the meeting of customer needs
Obtain feedback from customers
Use customer feedback to enhance customer relationships
Role Context
Package:
and has been imported from the Telecommunications Training Package ICT02.
unit be used.

PRSSM503A Assess security risk management options
Unit descriptor
This competency standard covers the process of developing options suitable for managing security
risks. It requires the ability to identify potential risks to the client’s operating environment, assess
and rank appropriate treatment options, and prepare and present recommended options and
supporting analysis to client. This work would be carried out within organisational guidelines.
Elements
Identify potential security risks
Assess options
Review and present findings
Role Context
Package:
and has been imported from the Asset Security Training Package PRS03.
unit be used.

Section 11 Imported Units PRSSM504A Prepare security risk management plan
PRSSM504A Prepare security risk management plan
Unit descriptor
This competency standard covers the process of planning to deal with security risks. It requires the
ability to plan and prepare a security risk management plan which incorporates suitable response
strategies and contingency arrangements compatible to identified risk. This work would be carried out
within organisational guidelines.
Elements
Evaluate and priorities risks
Develop action plans
Identify management requirements
Design treatment options
Develop risk management plan
Role Context
Package:
unit be used.

PRSTS301A Identify technical security requirements
Unit descriptor
This competency standard covers the skills and knowledge required to determine technical security
requirements for small domestic or commercial environments. It requires the ability to source
relevant information and use appropriate assessment methods to accurately determine security
equipment/system options to meet client needs. This work would be carried out under routine
supervision within organisational guidelines.
Elements
Prepare to identify security requirements
Identify security requirements
Document security assessment
Role Context
Package:
unit be used.

Section 11 Imported Units PSPPM402B Manage simple projects
PSPPM402B Manage simple projects
Unit descriptor
This unit covers management of generally low risk projects that may be small scale and managed
by one person or a person with a small team. It includes implementing project start-up activities,
coordinating project implementation, monitoring the project and arranging follow-up activities.
practice, managing simple projects overlaps with other generalist and specialist work activities such as
applying government processes, using resources, gathering information, managing contracts, etc.
When this unit is completed in conjunction with PSPPM401B Design simple projects and PSPPM403B
Close simple projects, the three units together are equivalent to the eight private sector Business Services
project management competencies: BSBPM401A BSBPM408A inclusive.
Elements
Implement start-up activities
Coordinate project implementation
Monitor project
Arrange project follow-up activities
Role Context
Package:
and has been imported from the National Public Services Training Package PSP04.
unit be used.

PSPPM501B Design complex projects
Unit descriptor
This unit covers planning and development of projects which may be reasonably complex in terms of
scope, degree of risk, political, cultural and social factors that apply, consequences of failure and
degree of control of the projects. It includes identifying project opportunities, undertaking scoping,
analysing the feasibility of projects, developing project plans and managing the establishment of
projects.
In practice, designing complex projects overlaps with other generalist and specialist work activities
such as acting ethically, coordinating resource allocation and usage, developing client services,
undertaking research and analysis, etc.
When this unit is completed in conjunction with PSPPM502B Manage complex projects, and
PSPPM503B Close complex projects, the three units together are equivalent to the nine private sector
Business Services project management competencies: BSBPM501A BSBPM509A inclusive
Elements
Identify project opportunities and undertake scoping
Analyse project feasibility
Develop project plans
Manage establishment of project
Role Context
Package:
unit be used.

Section 11 Imported Units PSPPM502B Manage complex projects
PSPPM502B Manage complex projects

Unit descriptor
This unit covers management of projects that may be reasonably complex in terms of scope, degree of
risk, political, cultural and social factors that apply, consequences of failure and degree of control of
the projects. It includes managing start-up, project implementation, project integration and follow-up
activities. Contract management requirements are not included as this aspect is addressed by units of
competency within the Key Area of Procurement and Contract Management.
In practice, managing complex projects overlaps with other generalist and specialist work activities
such as acting ethically, coordinating resource allocation and usage, developing client services,
undertaking research and analysis, etc.
When this unit is completed in conjunction with PSPPM501B Design complex projects, and
PSPPM503B Close complex projects, the three units together are equivalent to the nine private sector
Business Services project management competencies: BSBPM501A BSBPM509A inclusive.
Elements
Manage start-up activities
Manage project implementation
Manage project integration
Coordinate project follow-up activities
Role Context
Package:
unit be used.

PSPPM503B Close complex projects
Unit descriptor
This unit covers closure of projects that may be reasonably complex in terms of scope, degree of risk,
political, cultural and social factors that apply, consequences of failure and degree of control of the
projects. It includes reviewing project activity and managing project closure. Contract management
requirements are not included as this aspect is addressed by units of competency within the Key Area
of Procurement and Contract Management.
In practice, closing complex projects overlaps with other generalist and specialist work activities such
as acting ethically, coordinating resource allocation and usage, developing client services, undertaking
research and analysis, etc.
When this unit is completed in conjunction with PSPPM501B Design complex projects and
PSPPM502B Manage complex projects, the three units together are equivalent to the nine private
sector Business Services project management competencies: BSBPM501A BSBPM509A inclusive.
Elements
Review project activity
Manage project closure
Role Context
Package:
unit be used.

Section 11 Imported Units PSPPM601B Direct complex project activities
PSPPM601B Direct complex project activities
Unit descriptor
This unit covers direction of project activities in situations where a person has strategic
responsibility, accountability and decision making for the overall management of complex
project(s). It includes identifying project scope in a strategic context, managing establishment and
integration of project activities, and finalising and reviewing project activities. Contract
management requirements are not included as this aspect is addressed by units of competency within
the Key Area of Procurement and Contract Management.
In practice, directing complex project activities may occur in the context of other generalist and
specialist work activities such as acting ethically, applying government systems, managing
resources, managing client services, managing change, etc.
Elements
Identify project scope in a strategic context
Manage establishment of projects
Manage integration of project activities
Finalise and review project activities
Role Context
Package:
unit be used.

TAAASS501B Lead and coordinate assessment systems and services
Unit descriptor
This unit specifies the competence required to provide leadership in assessment and to coordinate
assessment validation and appeals processes.
Elements
Develop and extend assessment expertise
Lead assessment activities
Monitor assessment practice
Coordinate assessment validation activities
Manage assessment appeals
Pre-requisite units
Where this unit is undertaken as a single unit outside of the TAA50104 Diploma of Training and
Assessment, learners must demonstrate competence in the following pre-requisite units:
TAAASS401B Plan and organise assessment
TAAASS402B Assess competence
TAAASS403B Develop assessment tools
TAAASS404B Participate in assessment validation.

Assessment leadership and coordination involves a complex mix of extending own and others’
expertise in assessment practice, guiding and leading assessors, monitoring assessment practice and
taking responsibility for assessment validation and appeals processes.
This competence also involves developing and/or confirming the assessment strategy for an
assessment only pathway. In a learning and assessment pathway, the assessment strategy is determined
as part of the learning strategy documentation. In that context, this vocational outcome is addressed in
TAADES501B Design and develop learning strategies.
This unit also includes coordinating and managing assessment across multiple sites, and managing
partnership arrangements for assessment services. These performance outcomes may not be applicable
in all workplace contexts, depending on the size, scope and needs of the training and/or assessment
organisation.
Achievement of this unit requires high-level language, literacy skills and cognitive skills in planning,
analysis, evaluation and synthesis. This unit also requires leadership skills.

Section 11 Imported Units TAAASS501B Lead and coordinate assessment systems and services
Related competence includes preparing/managing budgets/financial plans, records management,

recruitment selection and performance management. These are addressed through a number of relevant
imported units from the BSB01 Business Services Training Package. These are listed at the end of this
unit for possible integrated assessment purposes.
The competence specified in this unit is typically required by lead trainers/facilitators/teachers who
assess, lead assessors, program/training and/or assessment coordinators, training managers and
training consultants.
Role Context
Package:
and has been imported from the Draft Trainer and Assessor Training Package TAA04, Version 2.
unit be used.

TAADEL503B Provide advanced facilitation to support learning
Unit descriptor
This unit specifies the competence required to integrate and extend delivery and facilitation
practices to support learning of a diverse client base operating in a range of contexts within the
vocational education and training sector.
Elements
Develop and extend teaching, facilitation and learning practices
Develop learner independence
Manage learning
Reflect on teaching, facilitation and learning practices
Pre-requisite units
Where this unit is undertaken as a single unit outside of the TAA50104 Diploma of Training and
Assessment, learners must demonstrate competence in the following three pre-requisite units:
TAADEL402B Facilitate group-based learning
TAADEL403B Facilitate individual learning
Plus at least one of these units:
TAADEL404B Facilitate work-based learning
TAADEL501B Facilitate e-learning
TAADEL405B Coordinate and facilitate distance-based learning
TAADEL502B Facilitate action learning projects

Advanced facilitation involves the trainer/facilitator creating a conceptual and experiential framework
of professional practice that synthesises applied knowledge of learning theories and practical
demonstration in a variety of teaching methodologies and delivery practices to suit different learner
needs and learning contexts.
Increasing diversity in the vocational education and training sector client base requires high levels of
flexibility in teaching/delivery practices that can support both generic and vocationally specific learner
and client competency needs, often independent of time and place. This unit of competency draws on
the trainer/ facilitator’s existing competency in delivery and facilitation to develop advanced
facilitation skills, knowledge and practice.
Successful achievement of this unit will depend on the trainer/ facilitator having acquired competency
across a number of delivery and facilitation methods and modes to support individual and group
learning. These competencies are addressed separately in other units in the Delivery and Facilitation
field.

Section 11 Imported Units TAADEL503B Provide advanced facilitation to support learning
This unit is applied in the context of documented learning frameworks, that is, learning
strategies/courses/learning programs.
The competency specified in this unit is typically required by trainers/facilitators in environments
requiring higher levels of knowledge and skill in practice. Such trainers/facilitators will often have a
role supervising/mentoring other trainers/facilitators.
Role Context
Package:
unit be used.

TAADES501B Design and develop learning strategies
Unit descriptor
This unit specifies the competence required to design, develop and evaluate learning strategies.
Elements
Determine the parameters of the learning strategy
Develop the framework for the learning strategy
Devise the content and structure of the learning strategy
Review the learning strategy

Learning strategies document a framework for the learning requirements and the teaching/delivery and
assessment arrangements of a vocational education and training qualification. The learning strategy is
the umbrella document that outlines the macro-level requirements for designing the learning and
assessment process at the qualification level.
These macro-level requirements include: determining the specific criteria or learning outcomes to be
achieved; any recognition and entry requirements (if appropriate); an outline of the areas of
learning/content to be addressed; the assessment requirements, the broad sequence of learning, the
delivery and assessment methods to be used, the resources required and any other additional
information to support a learning and assessment pathway to a qualification.
The criteria may already exist if the qualification is part of a Training Package. In this instance the
endorsed competency standards packaged within the Training Package qualification constitute the
relevant criteria. Alternatively, if the learning strategy takes the form of a course for accreditation, the
learning outcomes may need to be developed to reflect an identified industry, enterprise or community
need.
This unit addresses the competency requirements for developing a learning strategy relevant to both
Training Package qualifications and course-based qualifications.
The learning strategy provides an overview or outline only. Detailed guidance is fleshed out through
the content of specific learning programs. Each learning strategy would require development of a
number of learning programs, depending on the design approach of the learning strategy.
The competence of developing learning programs is addressed separately in TAADES402B Design
and develop learning programs.
In a traineeship or apprenticeship context, this unit should be linked directly to TAACMQ502B
Coordinate training and/or assessment arrangements for apprenticeships/traineeships which more
closely establishes the learning strategy requirements for that model of training delivery.
The competence specified in this unit is typically required by instructional designers,
trainers/facilitators, training consultants and training coordinators/managers.

Section 11 Imported Units TAADES501B Design and develop learning strategies
Role Context
Package:
unit be used.

TAAENV501B Maintain and enhance professional practice
Unit descriptor
This unit specifies the competence required for individuals to manage their personal professional
performance and to take responsibility for their professional development in relation to the provision
of training and/or assessment services.
Elements
Model high standards of performance
Determine personal development needs
Participate in professional development activities
Reflect on and evaluate professional practice

This unit addresses the processes required to maintain a high level of professional performance in the
vocational education and training field. It includes modelling high standards of performance in
accordance with professional standards and procedures, and the processes and outcomes involved in
determining professional development needs and participating in associated activities.
This unit is also designed to assist vocational education and training personnel to identify ongoing
strategies for maintaining currency and to respond to changes in the vocational education and training
policy and operating environment.
The competence specified in this unit is typically required by any person involved directly or
indirectly in the provision of training/assessment services in a training and/or assessment organisation
(refer to the definition provided in the Range Statement).
Role Context

Section 11 Imported Units TAAENV501B Maintain and enhance professional practice
Package:
unit be used.

Index of Units Table of Contents
INDEX OF UNITS
(by Unit Title)
Table of Contents
Section 2 Analyse & Design – Units of Competency _________________________ 1

Section 3 Build – Units of Competency____________________________________ 3
Section 4 Documentation – Units of Competency____________________________ 5
Section 5 Implement – Units of Competency _______________________________ 6
Section 6 Strategy Planning – Units of Competency __________________________ 8
Section 7 Support – Units of Competency__________________________________ 9
Section 8 Team Work – Units of Competency _____________________________ 11
Section 9 Test – Units of Competency____________________________________ 12
Section 10 Use – Units of Competency ____________________________________ 13
Section 11 Imported Units ______________________________________________ 14

Table of Contents Index of Units

Index of Units Section 2 Analyse & Design – Units of Competency
Section 2 Analyse & Design – Units of Competency
ICAA4041B Determine and confirm client business expectations and needs ________ 1
ICAA4047B Determine project specifications and secure client agreement _________ 5
ICAA4051B Develop client user interface ___________________________________ 9
ICAA4058B Apply skills in object oriented design ___________________________ 12
ICAA4142B Design a website to meet technical requirements __________________ 16
ICAA4233B Determine and apply appropriate development methodologies _______ 20
ICAA5035B Research and review hardware technology options for organisations __ 24
ICAA5044B Develop system infrastructure design plan _______________________ 28
ICAA5045B Produce network architecture design____________________________ 35
ICAA5046B Model preferred system solutions ______________________________ 40
ICAA5048B Develop configuration management protocols ____________________ 44
ICAA5049B Develop high level object oriented class specifications _____________ 49
ICAA5050B Develop detailed component specifications from project specifications 53
ICAA5054B Validate quality and completeness of system design specifications ____ 57
ICAA5055B Confirm transition strategy ___________________________________ 62
ICAA5056B Prepare disaster recovery and contingency plans __________________ 66
ICAA5138B Determine acceptable developers for projects_____________________ 72
ICAA5139B Design a database __________________________________________ 76
ICAA5140B Design a server ____________________________________________ 81
ICAA5141B Design dynamic websites to meet technical requirements ___________ 87
ICAA5143B Implement process re engineering strategies in an organisation _______ 92
ICAA5144B Determine best fit topology for a local network ___________________ 96
ICAA5145B Identify best fit topology for a wide area network ________________ 100
ICAA5146B Develop website information architecture_______________________ 104
ICAA5147B Determine suitability of database functionality and scalability ______ 108
ICAA5148B Select new technology models for business _____________________ 112
ICAA5150B Evaluate vendor products and equipment _______________________ 116
ICAA5151B Gather data to identify business requirements____________________ 120
ICAA5153B Model data objects_________________________________________ 124
ICAA5154B Model data processes_______________________________________ 127

Section 2 Analyse & Design – Units of Competency Index of Units
ICAA5156B Review and plan to minimise risk to business solutions ___________ 130
ICAA5158B Translate business needs into technical requirements _____________ 134
ICAA5241B Design an enterprise wireless local area network ________________ 138
ICAA6157B Develop technical requirements for a business solution ___________ 142

Index of Units Section 3 Build – Units of Competency
ICAB3018B Develop macros and templates for clients using standard products _____ 1
ICAB4057B Manage a reuse library _______________________________________ 4
ICAB4059B Develop detailed technical design _______________________________ 7
ICAB4060B Identify physical database requirements _________________________ 10
ICAB4061B Monitor physical database implementation_______________________ 14
ICAB4064B Prepare software development review___________________________ 18
ICAB4075B Use a library or pre existing components ________________________ 22
ICAB4076B Implement configuration management __________________________ 25
ICAB4135B Create a simple mark up language document to specification ________ 29
ICAB4136B Use structured query language to create database structures and
manipulate data ____________________________________________ 33
ICAB4137B Produce basic client side script for dynamic web pages _____________ 38
ICAB4163B Create a common gateway interface script _______________________ 41
ICAB4169B Use development software and IT tools to build a basic website ______ 44
ICAB4170B Build a database____________________________________________ 48
ICAB4171B Develop cascading style sheets ________________________________ 52
ICAB4178B Build a graphical user interface________________________________ 55
ICAB4219B Apply introductory object oriented language skills_________________ 58
ICAB4220B Create scripts for networking _________________________________ 62
ICAB4222B Apply introductory programming skills in another language _________ 65
ICAB4224B Apply mathematical techniques for software development __________ 69
ICAB4225B Automate processes _________________________________________ 72
ICAB4229B Apply intermediate programming skills in another language _________ 75
ICAB4232B Maintain open source code programs ___________________________ 79
ICAB4235B Build basic perimeter security into a network_____________________ 83
ICAB4236B Build security into a virtual private network______________________ 87
ICAB4239B Build a small wireless local area network ________________________ 92
ICAB4240B Build an enterprise wireless network ___________________________ 95
ICAB5062B Perform data conversion _____________________________________ 99
ICAB5063B Monitor and support data conversion __________________________ 103
ICAB5065B Prepare for the build phase __________________________________ 107

ICAB5066B Coordinate the build phase__________________________________ 111
ICAB5067B Prepare for software development using rapid application development115
ICAB5068B Build using rapid application development _____________________ 119
ICAB5071B Review developed software _________________________________ 123
ICAB5072B Develop integration blueprint _______________________________ 127
ICAB5073B Pilot the developed system__________________________________ 131
ICAB5074B Monitor the system pilot ___________________________________ 135
ICAB5159B Build a security shield for a network __________________________ 139
ICAB5160B Build and configure a server ________________________________ 144
ICAB5161B Build a document using extensible mark up language_____________ 148
ICAB5162B Install, configure and test a payment gateway ___________________ 152
ICAB5164B Create a data warehouse____________________________________ 156
ICAB5165B Create dynamic web pages__________________________________ 160
ICAB5177B Build Java applets ________________________________________ 164
ICAB5179B Build decks using wireless mark up language ___________________ 169
ICAB5180B Integrate database with a website_____________________________ 173
ICAB5223B Apply intermediate object oriented language skills _______________ 177
ICAB5226B Apply advanced object oriented language skills _________________ 181
ICAB5227B Apply advanced programming skills in another language __________ 185
ICAB5228B Maintain functionality of legacy code programs _________________ 189
ICAB5230B Maintain custom software __________________________________ 193
ICAB5237B Build a highly secure firewall _______________________________ 196
ICAB5238B Build a high performance security perimeter____________________ 199

Index of Units Section 4 Documentation – Units of Competency
ICAD2003B Receive and process oral and written communication _______________ 1

ICAD2012B Design organisational documents using computing packages _________ 5
ICAD3218B Create user documentation ____________________________________ 8
ICAD4043B Develop and present a feasibility report _________________________ 11
ICAD4190B Maintain information standards________________________________ 15
ICAD4198B Develop guidelines for uploading information to a website __________ 19
ICAD4209B Write content for web pages __________________________________ 23
ICAD4217B Create technical documentation _______________________________ 27
ICAD5092B Update and document operational procedures ____________________ 31
ICAD5210B Analyse information and assign meta tags _______________________ 34

ICAI2015B Install software applications___________________________________ 1

ICAI3020B Install and optimise operating system software ____________________ 5
ICAI3021B Connect internal hardware components __________________________ 9
ICAI3101B Install and manage network protocols __________________________ 13
ICAI3110B Implement system software changes ___________________________ 17
ICAI4029B Install network hardware to a network__________________________ 21
ICAI4030B Install software to networked computers ________________________ 25
ICAI4091B Conduct post implementation review___________________________ 29
ICAI4097B Install and configure a network _______________________________ 33
ICAI4099B Build an intranet ___________________________________________ 38
ICAI4175B Select and install a router ____________________________________ 42
ICAI4188B Install and maintain a server _________________________________ 47
ICAI4189B Ensure website content meets technical protocols and standards _____ 52
ICAI5085B Review site in preparation for implementation ___________________ 56
ICAI5086B Scope implementation requirements ___________________________ 60
ICAI5087B Acquire system components _________________________________ 65
ICAI5088B Evaluate and negotiate vendor offerings ________________________ 70
ICAI5089B Implement and hand over system components ___________________ 74
ICAI5090B Conduct pre installation audit for software installation _____________ 78
ICAI5096B Complete data transition ____________________________________ 83
ICAI5098B Install and manage complex networks __________________________ 87
ICAI5100B Build an internet infrastructure _______________________________ 93
ICAI5152B Implement risk management processes _________________________ 98
ICAI5172B Implement backbone technologies in a local area network _________ 102
ICAI5173B Install and configure a single segment local area network switch ____ 106
ICAI5174B Install high end switches in multi switched local area networks _____ 111
ICAI5176B Install and configure router _________________________________ 115
ICAI5196B Implement secure encryption technologies _____________________ 119
ICAI5197B Install and maintain valid authentication processes _______________ 123
ICAI5212B Implement quality assurance process for websites _______________ 127

Section 6 Strategy Planning Section 5 Implement – Units of Competency
ICAI5216B Monitor and improve knowledge management system_____________ 131

ICAI6187B Implement change management processes ______________________ 135

ICAP4037B Contribute to the development of a strategy plan __________________ 1

ICAP5036B Determine appropriate IT strategies and solutions__________________ 5
ICAP5039B Match IT needs with the strategic direction of the enterprise _________ 9
ICAP5155B Plan process re engineering strategies for business ________________ 13
ICAP6038B Develop strategic and action plans_____________________________ 16
ICAP6040B Develop contracts and manage contracted performance ____________ 20

Index of Units Section 7 Support – Units of Competency
ICAS1193B Connect a workstation to the internet ____________________________ 1

ICAS2008B Maintain inventories for equipment, software and documentation ______ 4
ICAS2009B Interact with clients __________________________________________ 7
ICAS2010B Apply problem solving techniques to routine malfunctions __________ 10
ICAS2014B Connect hardware peripherals _________________________________ 13
ICAS2016B Record client support requirements_____________________________ 18
ICAS2017B Maintain system integrity ____________________________________ 21
ICAS2243B Detect and protect from spam and destructive software _____________ 25
ICAS3024B Provide basic system administration ____________________________ 29
ICAS3031B Provide advice to clients _____________________________________ 33
ICAS3032B Provide network systems administration_________________________ 36
ICAS3034B Determine and action network problems_________________________ 40
ICAS3115B Maintain equipment and software in working order ________________ 43
ICAS3120B Configure and administer a network operating system ______________ 47
ICAS3121B Administer network peripherals _______________________________ 52
ICAS3234B Care for computer hardware __________________________________ 56
ICAS4022B Determine and action client computing problems__________________ 60
ICAS4023B Provide one to one instruction_________________________________ 64
ICAS4106B Action and complete change requests ___________________________ 68
ICAS4107B Manage resolution of system faults on a live system _______________ 72
ICAS4108B Complete database back up and recovery ________________________ 76
ICAS4109B Evaluate system status_______________________________________ 80
ICAS4112B Optimise system performance _________________________________ 85
ICAS4113B Identify and resolve common database performance problems _______ 90
ICAS4114B Implement maintenance procedures ____________________________ 94
ICAS4116B Undertake capacity planning __________________________________ 98
ICAS4119B Monitor and administer system security ________________________ 103
ICAS4124B Monitor and administer network security _______________________ 107
ICAS4125B Monitor and administer a database ____________________________ 112
ICAS4127B Support system software ____________________________________ 116

Section 7 Support – Units of Competency Index of Units
ICAS4134B Provide first level remote help desk support ____________________ 120
ICAS4191B Maintain website performance _______________________________ 125
ICAS4200B Monitor traffic and compile website traffic reports _______________ 130
ICAS4201B Transfer content to a website using commercial packages _________ 134
ICAS5102B Establish and maintain client user liaison ______________________ 138
ICAS5103B Establish and maintain client user liaison during support activity____ 142
ICAS5104B Determine maintenance strategy _____________________________ 145
ICAS5105B Coordinate change requests _________________________________ 150
ICAS5111B Review and manage delivery of maintenance services ____________ 154
ICAS5118B Manage system security ____________________________________ 158
ICAS5122B Identify and resolve network problems ________________________ 162
ICAS5123B Manage network security ___________________________________ 166
ICAS5192B Configure an internet gateway _______________________________ 170
ICAS5199B Manage business websites and servers_________________________ 174
ICAS5202B Ensure privacy for users____________________________________ 179
ICAS5203B Evaluate and select a web hosting service ______________________ 182

Index of Units Section 8 Team Work – Units of Competency
ICAW2001B Work effectively in an IT environment ___________________________ 1

ICAW2002B Communicate in the workplace _________________________________ 4
ICAW2011B Work individually or as a team member to achieve organisational goals_ 7
ICAW4026B Coordinate and maintain work teams ___________________________ 10
ICAW4027B Relate to clients on a business level ____________________________ 14
ICAW4214B Maintain ethical conduct _____________________________________ 18

ICAT1206B Check site security __________________________________________ 1

ICAT3025B Run standard diagnostic tests __________________________________ 4
ICAT4183B Confirm accessibility of website for people with special needs _______ 7
ICAT4184B Ensure site usability for full range of users ______________________ 13
ICAT4185B Create a website testing procedure_____________________________ 18
ICAT4186B Conduct operational acceptance tests of websites _________________ 22
ICAT4194B Ensure basic website security_________________________________ 26
ICAT4195B Ensure dynamic website security ______________________________ 30
ICAT4221B Locate equipment, system and software faults____________________ 35
ICAT4242B Perform unit test for a class __________________________________ 39
ICAT5077B Develop detailed test plan ___________________________________ 43
ICAT5079B Perform integration test _____________________________________ 46
ICAT5081B Perform systems test _______________________________________ 51
ICAT5082B Manage the testing process __________________________________ 55
ICAT5083B Develop and conduct client acceptance test______________________ 59
ICAT5084B Perform stress and load testing on integrated platform _____________ 64

Index of Units Section 10 Use – Units of Competency
ICAU1128B Operate a personal computer ___________________________________ 1

ICAU1129B Operate a word processing application ___________________________ 5
ICAU1130B Operate a spreadsheet application _______________________________ 9
ICAU1131B Operate a database application ________________________________ 13
ICAU1132B Operate a presentation package ________________________________ 16
ICAU1133B Send and retrieve information using web browsers and email ________ 20
ICAU1204B Locate and use relevant on line information ______________________ 24
ICAU1211B Operate accounting applications _______________________________ 27
ICAU1213B Conduct on line transactions __________________________________ 30
ICAU1215B Use personal productivity tool_________________________________ 33
ICAU2005B Operate computer hardware __________________________________ 36
ICAU2006B Operate computing packages__________________________________ 40
ICAU2007B Maintain equipment and consumables __________________________ 44
ICAU2013B Integrate commercial computing packages _______________________ 48
ICAU2231B Use computer operating system________________________________ 52
ICAU3004B Apply occupational health and safety procedures __________________ 56
ICAU3019B Migrate to new technology ___________________________________ 59
ICAU3028B Customise packaged software applications for clients ______________ 62
ICAU3126B Use advanced features of computer applications __________________ 66
ICAU4205B Select and employ software and hardware tools ___________________ 69
ICAU4207B Apply web authoring tool to convert client data for websites_________ 74
ICAU5208B Use site server tools for transaction management __________________ 78

BSBCMN106A Follow workplace safety procedures ____________________________ 1

BSBCMN304A Contribute to personal skill development and learning ______________ 2
BSBEBUS501A Evaluate e business opportunities ______________________________ 3
BSBEBUS503A Design an e business ________________________________________ 4
BSBEBUS504A Implement an e business strategy_______________________________ 5
BSBEBUS505A Implement new technologies for business ________________________ 6
BSBEBUS510A Manage e business outsourcing ________________________________ 7
BSBEBUS511A Implement a knowledge management strategy for an e business ______ 8
BSBEBUS512A Implement electronic communication policy______________________ 9
BSBEBUS513A Plan e learning ____________________________________________ 10
BSBEBUS514A Implement e learning _______________________________________ 11
BSBEBUS515A Facilitate e learning ________________________________________ 12
BSBEBUS601A Develop an e business strategy _______________________________ 13
BSBEBUS605A Identify and implement e business innovation____________________ 14
BSBEBUS609A Develop a knowledge management strategy for an e business _______ 15
BSBFLM509B Facilitate continuous improvement ____________________________ 16
BSBFLM510B Facilitate and capitalise on change and innovation ________________ 18
BSBFLM514A Manage people ____________________________________________ 20
BSBHR603A Contribute to organisation development ________________________ 22
BSBMGT608A Manage innovation and continuous improvement _________________ 23
BSBPM501A Manage application of project integrative processes _______________ 24
BSBPM505A Manage project quality______________________________________ 25
BSBPM508A Manage project risk ________________________________________ 26
BSBPM601A Direct the integration of multiple projects/programs _______________ 27
BSBPM602A Direct the scope of multiple projects/programs ___________________ 29
BSBPM603A Direct time management of multiple projects/programs ____________ 31
BSBPM604A Direct cost management of multiple projects/programs ____________ 33
BSBPM605A Direct quality management of multiple projects/programs __________ 35
BSBPM606A Direct human resources management of multiple projects/programs __ 37
BSBPM607A Direct communications management of multiple projects/programs __ 39

Index of Units Section 11 Imported Units
BSBPM608A Direct risk management of multiple projects/programs _____________ 41

CUFANM01A Develop and implement designs for animation ____________________ 43
CUFCAM01A Set up and operate a basic video camera _________________________ 44
CUFCAM03A Compose camera shots and operate a camera _____________________ 45
CUFCAM04A Operate a camera under special conditions _______________________ 46
CUFGEN01A Develop and apply industry knowledge _________________________ 47
CUFIMA01A Produce and manipulate digital images__________________________ 48
CUFIMA03A Create 2D digital animation___________________________________ 49
CUFIMA04A Create 3D digital animation___________________________________ 50
CUFIMA05A Create 3D digital models and images ___________________________ 51
CUFIMA07A Create titles for screen production______________________________ 52
CUFMEM01A Use an authoring tool to create an interactive sequence _____________ 53
CUFMEM02A Author a multimedia product__________________________________ 54
CUFMEM04A Test a multimedia product ____________________________________ 55
CUFMEM05A Manage multimedia assets____________________________________ 56
CUFMEM06A Design a multimedia product__________________________________ 57
CUFMEM07A Apply principles of visual design and communication to the development
of a multimedia product ________________________________ 58
CUFMEM08A Apply principles of instructional design to a multimedia product _____ 59
CUFMEM09A Apply principles of game design to a multimedia product ___________ 60
CUFMEM10A Design and create a multimedia interface ________________________ 61
CUFMEM11A Design the navigation for a multimedia product ___________________ 62
CUFMEM12A Update web pages __________________________________________ 63
CUFMEM13A Incorporate, design and edit digital video ________________________ 64
CUFRAD01A Originate and develop the concept _____________________________ 65
CUFWRT02A Write the script ____________________________________________ 66
CUFWRT07A Write an interactive sequence for multimedia_____________________ 67
CUSADM07A Establish and maintain work and contractual relationships __________ 68
CUSADM08A Address copyright requirements _______________________________ 69
CUSGEN03A Collaborate with colleagues in planning and producing a project _____ 70
CUVVSP11B Apply techniques to produce digital images ______________________ 71
ICPKN315B Apply knowledge and requirements of the multimedia sector ________ 72

ICPMM263B Access and use the Internet __________________________________ 74
ICPMM321B Capture a digital image _____________________________________ 75
ICPMM344B Manipulate and incorporate audio into multimedia presentations _____ 76
ICPMM346B Incorporate video into multimedia presentations __________________ 77
ICPMM581B Manage multimedia production _______________________________ 78
ICPMM582B Manage multimedia projects _________________________________ 79
ICPPP311B Develop a detailed design concept _____________________________ 80
ICPPP325B Create graphics using a graphics application _____________________ 81
ICPPP411B Undertake a complex design brief _____________________________ 82
ICTCC121A Use an enterprise information system __________________________ 84
ICTCC330A Manage customer relationships _______________________________ 85
PRSSM503A Assess security risk management options _______________________ 86
PRSSM504A Prepare security risk management plan _________________________ 87
PRSTS301A Identify technical security requirements ________________________ 88
PSPPM402B Manage simple projects _____________________________________ 89
PSPPM501B Design complex projects ____________________________________ 90
PSPPM502B Manage complex projects ___________________________________ 91
PSPPM503B Close complex projects _____________________________________ 92
PSPPM601B Direct complex project activities ______________________________ 93
TAAASS501B Lead and coordinate assessment systems and services _____________ 94
TAADEL503B Provide advanced facilitation to support learning _________________ 96
TAADES501B Design and develop learning strategies _________________________ 98
TAAENV501B Maintain and enhance professional practice ____________________ 100


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Section 5 Implement Table of Contents

ICAI2015B Install software applications ______________________________________ 1

To be reviewed by 30 November 2008 (under continuous improvement) ICA05 Version 2

Other Sections in this Training Package

Section 2 Analyse and Design – Units of Competency

Section 3 Build – Units of Competency

Section 4 Documentation – Units of Competency

Section 6 Strategy Planning – Units of Competency

Section 7 Support – Units of Competency

Section 8 Team Work – Units of Competency

Section 9 Test – Units of Competency

Section 10 Use – Units of Competency

Section 11 Imported Units

Index of Units (by Unit Title)

ICA05 Version 2 To be reviewed by 30 November 2008 (under continuous improvement)

ICAI2015B Install software applications

ELEMENT PERFORMANCE CRITERIA

To be reviewed by 30 November 2008 (under continuous improvement) ICA05 Version 2

ICA05 Version 2 To be reviewed by 30 November 2008 (under continuous improvement)

• Broad general knowledge of hardware storage devices

To be reviewed by 30 November 2008 (under continuous improvement) ICA05 Version 2

Applications may include some complex or non-routine activities involving

ICA05 Version 2 To be reviewed by 30 November 2008 (under continuous improvement)

ICAI3020B Install and optimise operating system software

ELEMENT PERFORMANCE CRITERIA

To be reviewed by 30 November 2008 (under continuous improvement) ICA05 Version 2

ICA05 Version 2 To be reviewed by 30 November 2008 (under continuous improvement)

• Vendor specifications and requirements for installation

To be reviewed by 30 November 2008 (under continuous improvement) ICA05 Version 2

Performance of a defined range of skilled operations, usually within a range of

ICA05 Version 2 To be reviewed by 30 November 2008 (under continuous improvement)

ICAI3021B Connect internal hardware components

ELEMENT PERFORMANCE CRITERIA

To be reviewed by 30 November 2008 (under continuous improvement) ICA05 Version 2

ICA05 Version 2 To be reviewed by 30 November 2008 (under continuous improvement)

To be reviewed by 30 November 2008 (under continuous improvement) ICA05 Version 2

ICA05 Version 2 To be reviewed by 30 November 2008 (under continuous improvement)

ICAI3101B Install and manage network protocols

ELEMENT PERFORMANCE CRITERIA

To be reviewed by 30 November 2008 (under continuous improvement) ICA05 Version 2

ICA05 Version 2 To be reviewed by 30 November 2008 (under continuous improvement)

To be reviewed by 30 November 2008 (under continuous improvement) ICA05 Version 2

Applications may involve some responsibility for others. Participation in teams

ICA05 Version 2 To be reviewed by 30 November 2008 (under continuous improvement)

ICAI3110B Implement system software changes

ELEMENT PERFORMANCE CRITERIA

To be reviewed by 30 November 2008 (under continuous improvement) ICA05 Version 2

ICA05 Version 2 To be reviewed by 30 November 2008 (under continuous improvement)

Knowledge and Knowledge includes:

To be reviewed by 30 November 2008 (under continuous improvement) ICA05 Version 2

In the case of this unit, it could be assessed in a holistic manner with:

ICA05 Version 2 To be reviewed by 30 November 2008 (under continuous improvement)

ICAI4029B Install network hardware to a network

ELEMENT PERFORMANCE CRITERIA

To be reviewed by 30 November 2008 (under continuous improvement) ICA05 Version 2

ICA05 Version 2 To be reviewed by 30 November 2008 (under continuous improvement)

To be reviewed by 30 November 2008 (under continuous improvement) ICA05 Version 2

ICA05 Version 2 To be reviewed by 30 November 2008 (under continuous improvement)

ICAI4030B Install software to networked computers

ELEMENT PERFORMANCE CRITERIA

To be reviewed by 30 November 2008 (under continuous improvement) ICA05 Version 2

ICA05 Version 2 To be reviewed by 30 November 2008 (under continuous improvement)

To be reviewed by 30 November 2008 (under continuous improvement) ICA05 Version 2