Assessor Resource

ICTICT440
Develop service level agreements

Assessment tool

Version 1.0
Issue Date: May 2024


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

It applies to individuals who work in the Information and Communications Technologies (ICT) industry and provide ICT support to small to medium enterprises (SMEs).

No licensing, legislative or certification requirements apply to this unit at the time of publication.

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


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 candidate must demonstrate the ability to complete the tasks outlined in the elements, performance criteria and foundation skills of this unit, including evidence of the ability to:

identify agreement needs, develop and implement at least one Service Level Agreement (SLA).

In the course of the above, the candidate must:

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

evaluate and document finalised process according to organisational procedures.

The candidate must be able to demonstrate knowledge to complete the tasks outlined in the elements, performance criteria and foundation skills of this unit, including knowledge of:

industry standard business practices, including:

change management

information gathering techniques

planning process, including development of Information and Communications Technology (ICT) business solutions

the process for the preparation of reports

applicable features and vendor product directions of industry standard hardware and software products required when developing service level agreements

legal principles of commercial contracts and service level agreements

applicable organisational policies, plans and procedures including contracting

concepts relating to negotiation and business relationships.

Skills in this unit must be demonstrated in a workplace or simulated environment where the conditions are typical of those in a working environment in this industry.

This includes access to:

applicable organisational policies, procedures and SLAs

contexts for negotiating SLAs

industry standard ICT hardware and software products.

Assessors of this unit must satisfy the requirements for assessors in applicable vocational education and training legislation, frameworks and/or standards.

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.

The candidate must demonstrate the ability to complete the tasks outlined in the elements, performance criteria and foundation skills of this unit, including evidence of the ability to:

identify agreement needs, develop and implement at least one Service Level Agreement (SLA).

In the course of the above, the candidate must:

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

evaluate and document finalised process according to organisational procedures.

The candidate must be able to demonstrate knowledge to complete the tasks outlined in the elements, performance criteria and foundation skills of this unit, including knowledge of:

industry standard business practices, including:

change management

information gathering techniques

planning process, including development of Information and Communications Technology (ICT) business solutions

the process for the preparation of reports

applicable features and vendor product directions of industry standard hardware and software products required when developing service level agreements

legal principles of commercial contracts and service level agreements

applicable organisational policies, plans and procedures including contracting

concepts relating to negotiation and business relationships.

Skills in this unit must be demonstrated in a workplace or simulated environment where the conditions are typical of those in a working environment in this industry.

This includes access to:

applicable organisational policies, procedures and SLAs

contexts for negotiating SLAs

industry standard ICT hardware and software products.

Assessors of this unit must satisfy the requirements for assessors in applicable vocational education and training legislation, frameworks and/or standards.
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
Determine organisational service standards, values and culture 
Identify and categorise goods and service offerings provided by the organisation 
Identify and determine existing SLAs 
Identify service needs and service level according to organisational requirements 
Identify any other SLA requirements 
Develop and document draft SLA according to organisational policies, procedures and guidelines 
Seek and respond to draft SLA feedback from required personnel 
Present proposed cost and timeframes and respond to feedback from required personnel 
Negotiate terms of proposed SLA and respond to feedback from required personnel 
Document and lodge SLA agreement according to organisational policies and procedures 
Determine compatibility of SLA to organisational requirements, policies and procedures 
Seek and respond to SLA compatibility feedback from required personnel 
Determine and implement any adjustments to organisational support according to organisational requirements 
Document any changes to SLA and lodge document according to organisational policies and procedures 

Forms

Assessment Cover Sheet

ICTICT440 - Develop service level agreements
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

ICTICT440 - Develop service level agreements

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: