Assessor Resource

ICAICT413A
Relate to clients on a business level

Assessment tool

Version 1.0
Issue Date: April 2024


This unit applies to individuals in a wide range of information and communications technology (ICT) areas who are required to deal with client supporting issues, including those arising from SLAs.

This unit describes the performance outcomes, skills and knowledge required to formulate and implement service level agreements (SLAs).

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)

Prerequisites

Not applicable.

Employability Skills

This unit contains employability skills.



Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the ability to:

negotiate client support service provision

formulate and implement service level agreements

meet client requirements for support service within quality, time, target performance and cost parameters.

Context of and specific resources for assessment

Assessment must ensure access to:

organisational policies, procedures and SLAs for the IT industry

contexts for negotiating SLAs and contracts

current IT hardware and software products.

Where applicable, physical resources should include equipment modified for people with special needs.

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

direct observation of candidate’s presentation of a draft service level agreement

review of candidate’s documented terms of service as negotiated with a client

verbal and written questioning to assess candidate’s knowledge of business practices, such as change management and planning processes.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, where appropriate.

Assessment processes and techniques must be culturally appropriate, and suitable to the communication skill level, language, literacy and numeracy capacity of the candidate and the work being performed.

Indigenous people and other people from a non-English speaking background may need additional support.

In cases where practical assessment is used it should be combined with targeted questioning to assess required knowledge.

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

Required skills

communication skills to:

facilitate and make presentations

liaise and negotiate with clients

literacy skills to:

analyse and evaluate information

prepare general information and papers

problem-solving skills to develop solutions unique to a client.

Required knowledge

business practices, including:

change management

information-gathering techniques

planning process, including development of IT business solutions

preparation of reports

current industry-accepted hardware and software products, including:

general features and capabilities

vendor product directions

legal principles of commercial contracts and service level agreements

organisational policies, plans and procedures, including contracting

theoretical concepts relating to negotiation and business relationships.

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

SLAsmay include:

consideration of business processes and requirements, clearly specified and quantified service levels, and evaluation or audit of service levels

SLAs for many different infrastructure services, including communications carriers, internet service providers (ISPs), active server pages (ASPs) and for vendor products

workload and performance considerations

expectations regarding servicing, penalties and charge back to business units.

Client may include:

external organisations

internal departments

individuals

internal employees.

Appropriate person may include:

authorised business representative

client

supervisor.

Systems may include:

hardware and software components that run a computer.

Organisational guidelines may include:

communication methods

content of emails

dispute resolution

document procedures and templates

downloading information and accessing particular websites

financial control mechanisms

opening mail with attachments

personal use of emails and internet access

virus risk.

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Research organisational service standards, values and culture in order to understand the organisational environment 
Investigate and document the goods and services provided by the organisation 
Review current SLAs if appropriate 
Research client service needs and preferred level of service 
Determine the level of service to be provided to the client 
Develop a draft SLA for the client that incorporates quality, time, target performance and cost specifications 
Conduct a session with the client and present the draft SLA in a clear, concise and comprehensive manner 
Present proposed cost and timeframes to the client 
Negotiate terms with client and record alterations if required 
Clarify areas of uncertainty or disagreement 
Document terms of service negotiated with client, and refer document to appropriate person for approval and feedback 
Assess progress in achieving client support service targets, using organisational systems and procedures 
Gather client feedback to improve the provision of client support services where appropriate 
Make adjustments to client support service based on client feedback and in line with organisational guidelines 
Document changes to SLA and report changes to appropriate person 

Forms

Assessment Cover Sheet

ICAICT413A - Relate to clients on a business level
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

ICAICT413A - Relate to clients on a business level

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: