ICAICT515A
Verify client business requirements

This unit describes the performance outcomes, skills and knowledge required to deal with clients at a senior level, to identify their business requirements and verify the accuracy of the information gathered.

Application

This unit applies to senior information and communications technology (ICT) personnel who liaise with senior client staff to initiate projects.


Prerequisites

Not applicable.


Elements and Performance Criteria

1. Establish business relationship

1.1 Identify organisational structure, culture and politics in relation to support requirements

1.2 Identify organisational stakeholders

1.3 Develop business relationship with client across the appropriate number of organisational units

1.4 Schedule regular liaison to manage relationship

2. Determine context of business need or problem

2.1 Work with client to define the business problem to be investigated

2.2 Establish system boundaries and scope

2.3 Manage the preparation of appropriate information gathering

2.4 Ensure that project objectives and outcomes are documented

2.5 Work with client to substantiate documentation

3. Analyse new information

3.1 Supervise information gathering from identified clients of the system

3.2 Analyse gathered client responses

3.3 Analyse new system requirements

3.4 Ensure that new system requirements and problems are documented

4. Confirm system specifications

4.1 Review documentation

4.2 Work with client to verify system specifications, updating documentation as required

4.3 Obtain final approval and sign-off from client

Required Skills

Required skills

communication skills to:

collect and present information

liaise and negotiate with internal and external personnel

manage teams

initiative and enterprise skills to identify, analyse and evaluate information from a variety of sources

literacy skills to:

gather, analyse and evaluate information

prepare documentation

problem-solving skills to:

participate in the development of strategic initiatives and contribute to solutions

troubleshoot common system problems

research skills to specify, analyse and evaluate broad features of a particular business domain

technical skills to provide current advice on systems and data-gathering products.

Required knowledge

data-gathering techniques

detailed knowledge of client business to enable informed IT product provision

products related to data capture

role of stakeholders and the degree of stakeholder involvement.

Evidence Required

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the ability to:

use techniques of investigation, interview and document

produce a clear statement of business expectations and needs, including critical business requirements

manage staff contributions.

Context of and specific resources for assessment

Assessment must ensure access to:

current business needs

client expectations brief

business objectives

systems, data gathering and appropriate software products

appropriate learning and assessment support when required

modified equipment for people with special needs.

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

direct observation of candidate documenting a business problem

verbal or written questioning to assess candidate’s knowledge of techniques for gathering, analysing and documenting information

review of documented system specifications developed by candidate for approval by client.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, where appropriate.

Assessment processes and techniques must be culturally appropriate, and suitable to the communication skill level, language, literacy and numeracy capacity of the candidate and the work being performed.

Indigenous people and other people from a non-English speaking background may need additional support.

In cases where practical assessment is used it should be combined with targeted questioning to assess required knowledge.


Range Statement

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Client may include:

external organisations

ICT company

individuals

internal departments

internal employees

service industry.

Problem may refer to:

business

network

system.

Systemmay include:

business

cabling infrastructure

computers

financial system

information system

management system

network equipment

software.

Documentation may include:

audit trails

International Organization for Standardization (ISO), International Electrotechnical Commission (IEC), Institute of Electrical and Electronics Engineers (IEEE), Internet Engineering Task Force (IETF) and Australian Standards (AS) standards

naming standards

project-management templates

report-writing principles

version control.

System requirements may include:

client user

cost constraints

environment

geography

system functionality.


Sectors

General ICT


Employability Skills

This unit contains employability skills.


Licensing Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement but users should confirm requirements with the relevant federal, state or territory authority.