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Evidence Guide: ICAICT413A - Relate to clients on a business level

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

ICAICT413A - Relate to clients on a business level

What evidence can you provide to prove your understanding of each of the following citeria?

Prepare for development of SLA

  1. Research organisational service standards, values and culture in order to understand the organisational environment
  2. Investigate and document the goods and services provided by the organisation
  3. Review current SLAs if appropriate
Research organisational service standards, values and culture in order to understand the organisational environment

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Investigate and document the goods and services provided by the organisation

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review current SLAs if appropriate

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop SLA for consultation

  1. Research client service needs and preferred level of service
  2. Determine the level of service to be provided to the client
  3. Develop a draft SLA for the client that incorporates quality, time, target performance and cost specifications
Research client service needs and preferred level of service

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Determine the level of service to be provided to the client

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop a draft SLA for the client that incorporates quality, time, target performance and cost specifications

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Negotiate client support service

  1. Conduct a session with the client and present the draft SLA in a clear, concise and comprehensive manner
  2. Present proposed cost and timeframes to the client
  3. Negotiate terms with client and record alterations if required
  4. Clarify areas of uncertainty or disagreement
  5. Document terms of service negotiated with client, and refer document to appropriate person for approval and feedback
Conduct a session with the client and present the draft SLA in a clear, concise and comprehensive manner

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Present proposed cost and timeframes to the client

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Negotiate terms with client and record alterations if required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Clarify areas of uncertainty or disagreement

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Document terms of service negotiated with client, and refer document to appropriate person for approval and feedback

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor, adjust and implement procedures to maintain client focus

  1. Assess progress in achieving client support service targets, using organisational systems and procedures
  2. Gather client feedback to improve the provision of client support services where appropriate
  3. Make adjustments to client support service based on client feedback and in line with organisational guidelines
  4. Document changes to SLA and report changes to appropriate person
Assess progress in achieving client support service targets, using organisational systems and procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Gather client feedback to improve the provision of client support services where appropriate

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Make adjustments to client support service based on client feedback and in line with organisational guidelines

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Document changes to SLA and report changes to appropriate person

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

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:

negotiate client support service provision

formulate and implement service level agreements

meet client requirements for support service within quality, time, target performance and cost parameters.

Context of and specific resources for assessment

Assessment must ensure access to:

organisational policies, procedures and SLAs for the IT industry

contexts for negotiating SLAs and contracts

current IT hardware and software products.

Where applicable, physical resources should include equipment modified 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’s presentation of a draft service level agreement

review of candidate’s documented terms of service as negotiated with a client

verbal and written questioning to assess candidate’s knowledge of business practices, such as change management and planning processes.

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.

Required Skills and Knowledge

Required skills

communication skills to:

facilitate and make presentations

liaise and negotiate with clients

literacy skills to:

analyse and evaluate information

prepare general information and papers

problem-solving skills to develop solutions unique to a client.

Required knowledge

business practices, including:

change management

information-gathering techniques

planning process, including development of IT business solutions

preparation of reports

current industry-accepted hardware and software products, including:

general features and capabilities

vendor product directions

legal principles of commercial contracts and service level agreements

organisational policies, plans and procedures, including contracting

theoretical concepts relating to negotiation and business relationships.

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.

SLAsmay include:

consideration of business processes and requirements, clearly specified and quantified service levels, and evaluation or audit of service levels

SLAs for many different infrastructure services, including communications carriers, internet service providers (ISPs), active server pages (ASPs) and for vendor products

workload and performance considerations

expectations regarding servicing, penalties and charge back to business units.

Client may include:

external organisations

internal departments

individuals

internal employees.

Appropriate person may include:

authorised business representative

client

supervisor.

Systems may include:

hardware and software components that run a computer.

Organisational guidelines may include:

communication methods

content of emails

dispute resolution

document procedures and templates

downloading information and accessing particular websites

financial control mechanisms

opening mail with attachments

personal use of emails and internet access

virus risk.