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Elements and Performance Criteria

Required Skills

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 nonroutine 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

problemsolving 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 industryaccepted hardware and software products

detailed knowledge of areas related to the organisations 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 clients business domain

server types to provide

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

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

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 candidates 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 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

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.

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.