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Elements and Performance Criteria

1. Establish contract
   • Determine boundaries of the contract
   • Document contract details and provide a copy to the client and vendor for review
   • Obtain client and vendor feedback to clarify problems and misunderstandings
   • Facilitate negotiations to resolve problems and misunderstandings
   • Seek agreement from stakeholders
2. Monitor contract
   • Monitor performance against contractual obligations to ensure desired level of quality is maintained
   • Ascertain client satisfaction with contractual performance
   • Identify and take action to address unsatisfactory performance
   • Provide recommendations for contractual variations, if required
   • Forward recommendations to the appropriate person for approval

Required Skills

Required skills

analytical skills to

identify service expectations and boundaries of service provision

review objectives and performance measures against contract outcomes

communication skills to

negotiate contract equipment and services when providing client support

obtain feedback and clarify problems

present and facilitate groups to transfer and collect information gain consensus on concepts and gain the trust and confidence of colleagues clients and suppliers

initiative and enterprise skills to plan use of resources to achieve contract obligations

literacy skills to

organise and present information

prepare information on client support performance outcomes and agreed quality standards

write business reports

numeracy skills to monitor the finances related to contracts

planning and organisational skills to

plan the management of services

monitor satisfactory service

technical skills to

identify and take action to address unsatisfactory performance

monitor the service performance

Required knowledge

analysis and planning approaches to technical problems or management requirements taking into account organisational values and purpose in the context of formulating client support contracts

broad knowledge of methods for evaluating and forecasting vendor and technology trends

contracting requirements related to IT

IT purchasing of equipment and services such as negotiating extensive client support contracts

industry standards in relation to service and product agreements

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 and formulate extensive client support contracts by accessing and analysing relevant information on resources and budgets analysing current and future client support requirements monitoring resource use cost efficiency and effectiveness against contractual obligations reviewing objectives and performance measures
Context of and specific resources for assessment	Assessment must ensure access to detailed information relating to business strategic plan budget constraints timeframe for the strategic plan business objectives information on a range of IT business solutions outcomes of a businessanalysis process 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 review of contract prepared by the candidate meeting client requirements for service delivery within time and cost parameters direct observation of candidate monitoring contract performance including action taken to address unsatisfactory performance verbal or written questioning to assess candidates knowledge of analysis and planning approaches to technical problems contracting in the IT area
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.

Boundaries of the contract may include:	budget organisational policy resources time constraints.
Client may include:	employees external organisations individuals internal departments.
Stakeholders may include:	development team project team sponsors users.
Appropriate person may include:	authorised business representative client supervisor.

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