NTISthis.com

Evidence Guide: ICAICT608A - Interact with 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

 

ICAICT608A - Interact with clients on a business level

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

Review client’s business domain

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop new business with client

  1. Research client service needs and preferred level of service
  2. Research opportunities for new business with client
  3. Develop draft proposals to cover these new initiatives
Research client service needs and preferred level of service

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Research opportunities for new business with client

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop draft proposals to cover these new initiatives

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Negotiate new business initiatives

  1. Conduct a session with the client to present the new opportunities
  2. Present proposals to the client in a clear, concise and comprehensive manner
  3. Present proposed cost and timeframes to the client
  4. Negotiate the terms with the client and record alterations if required
  5. Clarify areas of uncertainty or disagreement
  6. Document the agreement negotiated with the client
Conduct a session with the client to present the new opportunities

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Present proposals to the client in a clear, concise and comprehensive manner

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Present proposed cost and timeframes to the client

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Negotiate the terms with the client and record alterations if required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Clarify areas of uncertainty or disagreement

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Document the agreement negotiated with the client

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor, adjust and implement procedures to maintain client focus

  1. Assess progress in achieving new client initiatives
  2. Gather client feedback to improve the proposals
  3. Adjust the service provided to the client based on client feedback and in line with organisational guidelines
  4. Document changes to new provisions
Assess progress in achieving new client initiatives

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Gather client feedback to improve the proposals

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Adjust the service provided to the client based on client feedback and in line with organisational guidelines

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Document changes to new provisions

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:

identify possible new business initiatives

propose new business to the client

formulate and implement new business

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 agreements 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 new business initiative

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

enterprise and initiative skills to identify new opportunities

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 SLAs

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.

Service level agreementsmay relate to:

charge back to business units

consideration of business processes and requirements

clearly specified and quantified service levels

different infrastructure services:

active server pages (ASPs)

communications carriers

internet service providers (ISPs)

vendor products

evaluation or audit of service levels

expectations regarding servicing

penalties

workload and performance considerations.

Client may include:

external organisations

individuals

internal departments

internal employees.

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.