Assessor Resource

ICTSAS411
Assist with policy development for client support procedures

Assessment tool

Version 1.0
Issue Date: May 2024


This unit describes skills and knowledge required to contribute to the formulation of client support procedures to be included within organisational policy.

It applies to experienced individuals who may work under supervision and have a level of responsibility to ensure work is completed to quality standards and requirements.

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.

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Determine support issues

1.1 Review current client support procedures followed by the organisation if appropriate

1.2 Gather feedback from client detailing positive and negative aspects of their contact with the organisation

1.3 Gather feedback from user who executes client support procedures, detailing problems with current methods

2. Develop client support procedures

2.1 Create or update client support procedures using information gathered from client and user

2.2 Forward new client support procedures to appropriate person for review

3. Provide recommended changes for client support policy

3.1 Evaluate feedback on client support policy

3.2 Incorporate changes to client support policy

3.3 Determine impact the new policy will have on organisational guidelines and client interactions

3.4 Prepare report detailing changes in policy and impact on the client and user in a clear and concise manner

3.5 Forward report and updated policy to appropriate person for approval

4. Update documented client support policy

4.1 Amend policies to include new client support procedures

4.2 Issue new policies to clients and users in line with organisational guidelines

4.3 Maintain policy updates in line with organisational guidelines

Evidence of the ability to:

evaluate and analyse existing client support policy and procedures

create or update procedures for current or emerging needs

elicit feedback and review proposed changes

make recommendations on new changes

update and maintain policies.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

To complete the unit requirements safely and effectively, the individual must:

discuss current trends and issues in information and communications technology (ICT) relevant to client support

describe the key features of the organisational guidelines for client maintenance and administration

explain the key features of organisational policy for access and security

describe the review process and its key stages.

Gather evidence to demonstrate consistent performance in conditions that are safe and replicate the workplace. Noise levels, production flow, interruptions and time variances must be typical of those experienced in the systems administration and support field of work and include access to:

special purpose tools, equipment and materials

industry software packages

sites, peers and supervisors to identify the extent and quality of the contribution required

information about systems or networks to be supported

technical manuals, tools and organisational guidelines

current business requirements and documentation standards.

Assessors must satisfy NVR/AQTF assessor requirements.

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.

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Determine support issues

1.1 Review current client support procedures followed by the organisation if appropriate

1.2 Gather feedback from client detailing positive and negative aspects of their contact with the organisation

1.3 Gather feedback from user who executes client support procedures, detailing problems with current methods

2. Develop client support procedures

2.1 Create or update client support procedures using information gathered from client and user

2.2 Forward new client support procedures to appropriate person for review

3. Provide recommended changes for client support policy

3.1 Evaluate feedback on client support policy

3.2 Incorporate changes to client support policy

3.3 Determine impact the new policy will have on organisational guidelines and client interactions

3.4 Prepare report detailing changes in policy and impact on the client and user in a clear and concise manner

3.5 Forward report and updated policy to appropriate person for approval

4. Update documented client support policy

4.1 Amend policies to include new client support procedures

4.2 Issue new policies to clients and users in line with organisational guidelines

4.3 Maintain policy updates in line with organisational guidelines

Evidence of the ability to:

evaluate and analyse existing client support policy and procedures

create or update procedures for current or emerging needs

elicit feedback and review proposed changes

make recommendations on new changes

update and maintain policies.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

To complete the unit requirements safely and effectively, the individual must:

discuss current trends and issues in information and communications technology (ICT) relevant to client support

describe the key features of the organisational guidelines for client maintenance and administration

explain the key features of organisational policy for access and security

describe the review process and its key stages.

Gather evidence to demonstrate consistent performance in conditions that are safe and replicate the workplace. Noise levels, production flow, interruptions and time variances must be typical of those experienced in the systems administration and support field of work and include access to:

special purpose tools, equipment and materials

industry software packages

sites, peers and supervisors to identify the extent and quality of the contribution required

information about systems or networks to be supported

technical manuals, tools and organisational guidelines

current business requirements and documentation standards.

Assessors must satisfy NVR/AQTF assessor requirements.
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
Review current client support procedures followed by the organisation if appropriate 
Gather feedback from client detailing positive and negative aspects of their contact with the organisation 
Gather feedback from user who executes client support procedures, detailing problems with current methods 
Create or update client support procedures using information gathered from client and user 
Forward new client support procedures to appropriate person for review 
Evaluate feedback on client support policy 
Incorporate changes to client support policy 
Determine impact the new policy will have on organisational guidelines and client interactions 
Prepare report detailing changes in policy and impact on the client and user in a clear and concise manner 
Forward report and updated policy to appropriate person for approval 
Amend policies to include new client support procedures 
Issue new policies to clients and users in line with organisational guidelines 
Maintain policy updates in line with organisational guidelines 

Forms

Assessment Cover Sheet

ICTSAS411 - Assist with policy development for client support procedures
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:

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Assessment Record Sheet

ICTSAS411 - Assist with policy development for client support procedures

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: