Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

ICTICT413 Mapping and Delivery Guide
Relate to clients on a business level

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency ICTICT413 - Relate to clients on a business level
Description
Employability Skills
Learning Outcomes and Application This unit describes the skills and knowledge required to formulate, implement, monitor and adjust service level agreements (SLAs).It applies to individuals who are competent in a wide range of general information and communications technologies (ICT) and provide ICT support to small to medium enterprises (SMEs).No licensing, legislative or certification requirements apply to this unit at the time of publication.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.

Gather evidence to demonstrate consistent performance in conditions that are safe and replicate the workplace. Noise levels, production flow, interruptions and time variances must be typical of those experienced in the general ICT industry, and include access to:

organisational policies, procedures and SLAs for the ICT industry

contexts for negotiating SLAs

current ICT hardware and software products.

Assessors must satisfy NVR/AQTF assessor requirements.
Prerequisites/co-requisites
Competency Field
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities 		Slides
PPT 		Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: 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
       
Element: 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
       
Element: 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
       
Element: 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
       


Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Prepare for development of SLA

1.1 Research organisational service standards, values and culture in order to understand the organisational environment

1.2 Investigate and document the goods and services provided by the organisation

1.3 Review current service level agreements (SLAs) if appropriate

2. Develop SLA for consultation

2.1 Research client service needs and preferred level of service

2.2 Determine level of service to be provided to the client

2.3 Develop a draft SLA for the client that incorporates quality, time, target performance and cost specifications

3. Negotiate client support service

3.1 Conduct a session with the client and present the draft SLA in a clear, concise and comprehensive manner

3.2 Present proposed cost and timeframes to the client

3.3 Negotiate terms with client and record alterations if required

3.4 Clarify areas of uncertainty or disagreement

3.5 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

4.1 Assess progress in achieving client support service targets, using organisational systems and procedures

4.2 Gather client feedback to improve the provision of client support services where appropriate

4.3 Make adjustments to client support service based on client feedback and in line with organisational guidelines

4.4 Document changes to SLA and report changes to appropriate person

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.

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.

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Prepare for development of SLA

1.1 Research organisational service standards, values and culture in order to understand the organisational environment

1.2 Investigate and document the goods and services provided by the organisation

1.3 Review current service level agreements (SLAs) if appropriate

2. Develop SLA for consultation

2.1 Research client service needs and preferred level of service

2.2 Determine level of service to be provided to the client

2.3 Develop a draft SLA for the client that incorporates quality, time, target performance and cost specifications

3. Negotiate client support service

3.1 Conduct a session with the client and present the draft SLA in a clear, concise and comprehensive manner

3.2 Present proposed cost and timeframes to the client

3.3 Negotiate terms with client and record alterations if required

3.4 Clarify areas of uncertainty or disagreement

3.5 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

4.1 Assess progress in achieving client support service targets, using organisational systems and procedures

4.2 Gather client feedback to improve the provision of client support services where appropriate

4.3 Make adjustments to client support service based on client feedback and in line with organisational guidelines

4.4 Document changes to SLA and report changes to appropriate person

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
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 
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 
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 
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 

Forms

Assessment Cover Sheet

ICTICT413 - Relate to clients on a business level
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

ICTICT413 - Relate to clients on a business level

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: