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Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

1. Prepare for development of SLA
   • 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
2. Develop SLA for consultation
   • 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
3. Negotiate client support service
   • 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
4. Monitor, adjust and implement procedures to maintain client focus
   • 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

Required Skills

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

problemsolving skills to develop solutions unique to a client

Required knowledge

business practices including

change management

informationgathering techniques

planning process including development of IT business solutions

preparation of reports

current industryaccepted 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

Evidence Required

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 candidates presentation of a draft service level agreement review of candidates documented terms of service as negotiated with a client verbal and written questioning to assess candidates 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 nonEnglish speaking background may need additional support In cases where practical assessment is used it should be combined with targeted questioning to assess required knowledge

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Range Statement

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.

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