Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
ICTICT440 Mapping and Delivery Guide
Develop service level agreements
Version 1.0
Issue Date: May 2024
Qualification | - |
Unit of Competency | ICTICT440 - Develop service level agreements |
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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 work in the Information and Communications Technologies (ICT) industry 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. Skills in this unit must be demonstrated in a workplace or simulated environment where the conditions are typical of those in a working environment in this industry. This includes access to: applicable organisational policies, procedures and SLAs contexts for negotiating SLAs industry standard ICT hardware and software products. Assessors of this unit must satisfy the requirements for assessors in applicable vocational education and training legislation, frameworks and/or standards. |
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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 | |
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Elements of Competency | Performance Criteria | |||||||
Element: Prepare for development of service level agreements (SLAs) |
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Element: Develop SLA for consultation |
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Element: Negotiate client support service |
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Element: Adjust and finalise SLA procedures |
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