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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 service level agreements (SLAs)
   • Determine organisational service standards, values and culture
   • Identify and categorise goods and service offerings provided by the organisation
   • Identify and determine existing SLAs
2. Develop SLA for consultation
   • Identify service needs and service level according to organisational requirements
   • Identify any other SLA requirements
   • Develop and document draft SLA according to organisational policies, procedures and guidelines
3. Negotiate client support service
   • Seek and respond to draft SLA feedback from required personnel
   • Present proposed cost and timeframes and respond to feedback from required personnel
   • Negotiate terms of proposed SLA and respond to feedback from required personnel
   • Document and lodge SLA agreement according to organisational policies and procedures
4. Adjust and finalise SLA procedures
   • Determine compatibility of SLA to organisational requirements, policies and procedures
   • Seek and respond to SLA compatibility feedback from required personnel
   • Determine and implement any adjustments to organisational support according to organisational requirements
   • Document any changes to SLA and lodge document according to organisational policies and procedures

Performance Evidence

The candidate must demonstrate the ability to complete the tasks outlined in the elements, performance criteria and foundation skills of this unit, including evidence of the ability to:

identify agreement needs, develop and implement at least one Service Level Agreement (SLA).

In the course of the above, the candidate must:

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

evaluate and document finalised process according to organisational procedures.

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Knowledge Evidence

The candidate must be able to demonstrate knowledge to complete the tasks outlined in the elements, performance criteria and foundation skills of this unit, including knowledge of:

industry standard 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

applicable features and vendor product directions of industry standard hardware and software products required when developing service level agreements

legal principles of commercial contracts and service level agreements

applicable organisational policies, plans and procedures including contracting

concepts relating to negotiation and business relationships.

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