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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 service level agreements (SLAs) if appropriate
2. Develop SLA for consultation
   • Research client service needs and preferred level of service
   • Determine 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

Performance Evidence

Evidence of the ability to:

negotiate client support service provision

formulate and document a service level agreement (SLA)

implement the service level agreement

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

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

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Knowledge Evidence

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

discuss 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

outline the general features and vendor product directions of current industry accepted hardware and software products

explain the legal principles of commercial contracts and service level agreements

outline relevant organisational policies, plans and procedures, including contracting

discuss theoretical concepts relating to negotiation and business relationships.

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