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.
Elements and Performance Criteria
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 Performance
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.
Evidence of Knowledge
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.
Assessment Conditions
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.
Foundation Skills
This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.
Skill | Performance Criteria | Description |
Reading | 1.1-1.3, 2.1, 4.1, 4.2 | Identifies and evaluates complex business documentation in a variety of formats containing technical terminology and financial information to identify organisational standards, SLA requirements and client feedback |
Writing | 2.3, 3.5, 4.3, 4.4 | Uses plain English, correct spelling, appropriate grammatical structures and terminology, numerical and financial information, and formatting and document structure relevant to the job role and organisation to develop SLAs |
Oral Communication | 1.1, 1.2, 2.1, 2.2, 3.1-3.4, 4.1, 4.2, 4.4 | Elicits client requirements and organisational information by using effective listening and questioning techniques Employs a courteous manner, detailed and clear language, appropriate tone, style, and body language, and effective listening and questioning techniques together with reflective responses to present information and negotiate SLAs |
Numeracy | 2.2, 2.3, 3.1- 3.5, 4.1, 4,3, 4.4 | Interprets and analyses financial and numerical information from organisational documentation, and uses fractions, decimals and percentages to calculate timelines and cost specifications for SLAs |
Interact with others | 3.5 | Actively identifies the requirements of important communication exchanges, selecting appropriate channels, format, tone and content to suit purpose and audience |
Navigate the world of work | 1.1, 4.1, 4.3 | Recognises and responds to both explicit and implicit protocols within familiar work contexts |
Get the work done | 1.2, 2.2, 2.3, 4.1-4.3 | Develops plans to manage relatively complex tasks with an awareness of how they may contribute to longer term operational and strategic goals Takes responsibility for the outcomes of routine decisions related directly to own role |
Sectors
General ICT