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

ICTICT608 Mapping and Delivery Guide
Interact with clients on a business level

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency ICTICT608 - Interact with clients on a business level
Description
Employability Skills
Learning Outcomes and Application This unit describes the skills and knowledge required to interact with clients at a management level.It applies to individuals working as management personnel in a range of information and communications technology (ICT) areas who are responsible for maintaining client relationships.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 agreements and contracts

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: 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
       
Element: 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
       
Element: 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
       
Element: 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
       
Element: 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
       


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. Review client’s business domain

1.1 Research organisational service standards, values and culture 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 new business with client

2.1 Research client service needs and preferred level of service

2.2 Research opportunities for new business with client

2.3 Develop draft proposals to cover these new initiatives

3. Negotiate new business initiatives

3.1 Conduct a session with the client to present the new opportunities

3.2 Present proposals to the client in a clear, concise and comprehensive manner

3.3 Present proposed cost and timeframes to the client

3.4 Negotiate terms with the client and record alterations if required

3.5 Clarify areas of uncertainty or disagreement

3.6 Document agreement negotiated with the client

4. Monitor, adjust and implement procedures to maintain client focus

4.1 Assess progress in achieving new client initiatives

4.2 Gather client feedback to improve the proposals

4.3 Adjust service provided to the client based on client feedback and in line with organisational guidelines

4.4 Document changes to new provisions

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.

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.

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. Review client’s business domain

1.1 Research organisational service standards, values and culture 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 new business with client

2.1 Research client service needs and preferred level of service

2.2 Research opportunities for new business with client

2.3 Develop draft proposals to cover these new initiatives

3. Negotiate new business initiatives

3.1 Conduct a session with the client to present the new opportunities

3.2 Present proposals to the client in a clear, concise and comprehensive manner

3.3 Present proposed cost and timeframes to the client

3.4 Negotiate terms with the client and record alterations if required

3.5 Clarify areas of uncertainty or disagreement

3.6 Document agreement negotiated with the client

4. Monitor, adjust and implement procedures to maintain client focus

4.1 Assess progress in achieving new client initiatives

4.2 Gather client feedback to improve the proposals

4.3 Adjust service provided to the client based on client feedback and in line with organisational guidelines

4.4 Document changes to new provisions

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 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 
Research opportunities for new business with client 
Develop draft proposals to cover these new 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 
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 
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 

Forms

Assessment Cover Sheet

ICTICT608 - Interact with 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

ICTICT608 - Interact with 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: