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.
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. 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 Performance
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.
Evidence of Knowledge
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
firewall
proxy
web.
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 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.
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, 3.1 | Comprehends textual information and numerical data to determine and adhere to required actions |
Writing | 1.1, 2.1, 2.3, 3.3, 3.5 | Records key information in the required format and layout, and develops material to a specific audience using clear and detailed language to convey explicit information, requirements and recommendations |
Oral Communication | 2.1, 3.3, 3.5 | Uses appropriate language, tone and pace to interact effectively with others, and listening and questioning techniques to obtain feedback relevant to the task |
Navigate the world of work | 3.2, 3.4 | Takes full responsibility for following policies, procedures and legislative requirements, and identifies organisational implications of new legislation or regulation Seeks to improve policies and procedures to better meet organisational goals |
Interact with others | 2.1, 3.2, 3.3, 3.5 | Implements strategies for a diverse range of colleagues and clients to build rapport and foster strong relationships Influences and fosters a collaborative culture, and facilitates a sense of commitment and workplace cohesion |
Get the work done | 1.4, 2.1, 2.2, 3.4, 3.5 | Plans strategic priorities and outcomes within a flexible, efficient and effective context in a diverse environment exposed to competing demands Gathers and analyses data and seeks feedback to improve plans and processes Addresses complex problems involving multiple variables, using formal analytical, lateral thinking techniques, experience and knowledge to focus in on the root cause |
Sectors
Systems administration and support