Assessor Resource

ICASAS502A
Establish and maintain client user liaison

Assessment tool

Version 1.0
Issue Date: March 2024


This unit applies to a variety of IT staff, including systems analysts, business analysts, system administrators and technical support staff who are responsible for liaising with clients to ensure that their requirements are fully met.

This unit describes the performance outcomes, skills and knowledge required to establish and maintain client user liaison in an information technology (IT) environment, post support implementation. This occurs after the business critical functions have been determined.

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:

establish and maintain client liaison in an IT environment

establish procedures for providing required support

identify IT skill requirements and assign appropriate support personnel

show personal responsibility and autonomy in performing complex technical operations or organising others.

Context of and specific resources for assessment

Assessment must ensure access to:

appropriate learning and assessment support when required

modified equipment for people with special needs

agreed procedures or SLAs

documented support requirements

technical records and documentation.

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:

review of:

records provided by candidate which identify stakeholders and their support requirements

support procedures or SLAs developed by the candidate

evidence of participation in developing strategic initiatives

direct observation of candidate providing support and maintaining liaison using agreed procedures

verbal or written questioning to assess candidate’s knowledge of establishing and maintaining client liaison.

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:

discuss support needs of clients

explain relevant concepts

enable the end user to attempt remedial action

initiative and enterprise skills to contribute to solutions and goals of a non-routine or contingency nature

literacy skills to:

document and interpret procedures and SLAs

report on service history issues

planning and organisational skills to:

establish procedures for providing support

deliver on scope, time, cost and quality

promote communications and manage risk

assign support personnel according to human resource processes

organise equitable workloads for team members

problem-solving skills to gain consensus on concepts

research skills to:

identify organisational structure and culture

identify information technology within an organisational unit.

Required knowledge

adequate response times

awareness of stakeholders, their role in the organisation, and their level of dependence on IT infrastructure

capabilities of IT devices

current industry-accepted hardware and software products

detailed knowledge of areas related to the organisation's services

equipment that is vital in supplying business critical services:

internet file transaction security for client accounts

web server for ebusiness

detailed knowledge of functionality of the IT system in supplying the essential and desirable services to the organisation

quality assurance practices relating to how the service is supplied

role of IT in the client's business domain

server types to provide:

backup

email

firewall

proxy

web.

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.

Stakeholders may include:

development team

project team

sponsor

user.

System may include:

application service provider (ASP)

applications

databases

gateways

internet service provider (ISP)

operating systems

server.

Service level agreements may include:

ASPs

audit of service levels

business processes and requirements

communications carriers

infrastructure services

ISPs

vendor products

workload and performance considerations and expectations regarding:

charge back to business units

penalties

servicing.

Human resource processes may include:

checking job and person specifications

observing work activities

professional recommendations or referrals

reviewing performance reports.

Appropriate person may include:

authorised business representative

client

project manager

supervisor.

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
Identify and record information technology used in the organisational unit 
Identify stakeholders of the system 
Identify organisational structure, culture and politics related to support requirements 
Determine what level of support is required by each organisational unit 
Contact organisational units, as required, to verify support needs 
Establish procedures for providing required support, including method of contact, frequency of meetings and reporting 
Document agreed procedures or service level agreement (SLA) 
Identify IT skills required to assist each organisational unit with support activities 
Assign personnel according to human resource processes 
Verify availability of selected personnel 
Provide support using agreed procedures 
Obtain feedback from appropriate persons on a regular basis 

Forms

Assessment Cover Sheet

ICASAS502A - Establish and maintain client user liaison
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

ICASAS502A - Establish and maintain client user liaison

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: