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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. Review client’s business domain
   • Research organisational service standards, values and culture 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 new business with client
   • Research client service needs and preferred level of service
   • Research opportunities for new business with client
   • Develop draft proposals to cover these new initiatives
3. Negotiate new business initiatives
   • Conduct a session with the client to present the new opportunities
   • Present proposals to the client in a clear, concise and comprehensive manner
   • Present proposed cost and timeframes to the client
   • Negotiate terms with the client and record alterations if required
   • Clarify areas of uncertainty or disagreement
   • Document agreement negotiated with the client
4. Monitor, adjust and implement procedures to maintain client focus
   • Assess progress in achieving new client initiatives
   • Gather client feedback to improve the proposals
   • Adjust service provided to the client based on client feedback and in line with organisational guidelines
   • Document changes to new provisions
5. Review client’s business domain
   • Research organisational service standards, values and culture to understand the organisational environment
   • Investigate and document the goods and services provided by the organisation
   • Review current service level agreements (SLAs) if appropriate

Performance Evidence

Evidence of the ability to:

assemble a proposal for a new business initiative

develop a strong awareness of the clients business

present and negotiate a proposal with the client

formulate and implement new business

monitor and maintain client relationship and requirements of service.

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 relevant to understanding client needs, including:

change management

information gathering techniques

planning process, including development of information and communications technology (ICT) business solutions

preparation of reports

identify current industry accepted hardware and software products relevant to client services and support, including:

general features and capabilities

vendor product directions

identify and interpret legal principles of commercial contracts and service level agreements (SLAs)

interpret organisational policies, plans and procedures, including contracting

summarise the concepts of negotiation and the process for building business relationships.

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