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

ICTSAS502 Mapping and Delivery Guide
Establish and maintain client user liaison

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency ICTSAS502 - Establish and maintain client user liaison
Description
Employability Skills
Learning Outcomes and Application This unit describes the skills and knowledge required to establish and maintain client user liaison in an information and communications technology (ICT) environment, post support implementation. This occurs after the business critical functions have been determined.It applies to individuals who are responsible for system and business analysis and administration, and liaising with clients to ensure that their requirements are fully met.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 systems administration and support field of work, and include access to:

special purpose tools, equipment and materials

industry software packages

agreed procedures or SLAs

documented support requirements

technical records and documentation.

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: Determine support areas
  • Identify and record information communications technology used in the organisational unit
  • Identify stakeholders of the system
  • Identify organisational structure, culture and politics related to support requirements
  • Determine the level of support required by each organisational unit
       
Element: Develop support procedures
  • Contact organisational units as required to verify support needs
  • Establish procedures for providing required support, including method of contact, frequency of meetings and reporting
  • Document agreed procedures or service level agreement (SLA)
       
Element: Assign support personnel
  • Identify ICT skills required to assist each organisational unit with support activities
  • Assign personnel according to human resource processes
  • Verify availability of selected personnel
  • Provide support using agreed procedures
  • Obtain feedback from appropriate persons on a regular basis
       


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. Determine support areas

1.1 Identify and record information communications technology used in the organisational unit

1.2 Identify stakeholders of the system

1.3 Identify organisational structure, culture and politics related to support requirements

1.4 Determine the level of support required by each organisational unit

2. Develop support procedures

2.1 Contact organisational units as required to verify support needs

2.2 Establish procedures for providing required support, including method of contact, frequency of meetings and reporting

2.3 Document agreed procedures or service level agreement (SLA)

3. Assign support personnel

3.1 Identify ICT skills required to assist each organisational unit with support activities

3.2 Assign personnel according to human resource processes

3.3 Verify availability of selected personnel

3.4 Provide support using agreed procedures

3.5 Obtain feedback from appropriate persons on a regular basis

Evidence of the ability to:

establish and maintain client liaison

establish and document procedures for providing required support

identify information and communications technology (ICT) skill requirements

assign appropriate support personnel.

Note: Evidence must be provided in at least TWO ICT environments.

To complete the unit requirements safely and effectively, the individual must:

specify adequate response times for providing services

analyse the role of stakeholders in the organisation, and their level of dependence on ICT infrastructure

explain the capabilities of a range of ICT devices

research and evaluate current industry accepted hardware and software products

identify and describe equipment that is vital in supplying business critical services, including:

internet file transaction security for client accounts

web server for e-business

describe in detail the areas related to the organisation’s services and the ICT system functionality required to supply the essential and desirable services to the organisation

describe the quality assurance practices relating to the supplied service and service level agreements (SLAs)

analyse the role of ICT in the client's business domain

identify and describe server types to provide:

application

backup

email

firewall

proxy

web.

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. Determine support areas

1.1 Identify and record information communications technology used in the organisational unit

1.2 Identify stakeholders of the system

1.3 Identify organisational structure, culture and politics related to support requirements

1.4 Determine the level of support required by each organisational unit

2. Develop support procedures

2.1 Contact organisational units as required to verify support needs

2.2 Establish procedures for providing required support, including method of contact, frequency of meetings and reporting

2.3 Document agreed procedures or service level agreement (SLA)

3. Assign support personnel

3.1 Identify ICT skills required to assist each organisational unit with support activities

3.2 Assign personnel according to human resource processes

3.3 Verify availability of selected personnel

3.4 Provide support using agreed procedures

3.5 Obtain feedback from appropriate persons on a regular basis

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
Identify and record information communications technology used in the organisational unit 
Identify stakeholders of the system 
Identify organisational structure, culture and politics related to support requirements 
Determine the level of support required by each organisational unit 
Contact organisational units as required to verify support needs 
Establish procedures for providing required support, including method of contact, frequency of meetings and reporting 
Document agreed procedures or service level agreement (SLA) 
Identify ICT skills required to assist each organisational unit with support activities 
Assign personnel according to human resource processes 
Verify availability of selected personnel 
Provide support using agreed procedures 
Obtain feedback from appropriate persons on a regular basis 

Forms

Assessment Cover Sheet

ICTSAS502 - Establish and maintain client user liaison
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

ICTSAS502 - Establish and maintain client user liaison

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: