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

Competency is demonstrated by negotiating and formulating extensive client support contracts by:

Accessing and analysing relevant information on resources and budgets

Analysing current and future client support requirements

Monitoring resource utilisation, cost efficiency and effectiveness against contractual obligations

Reviewing objectives and performance measures

To demonstrate competency in this unit the learner will require access to:

Detailed information relating to business strategic plan

Budget constraints

A timeframe for the strategic plan

Business objectives

Information on a range of IT business solutions

Access to the outcomes of a business analysis process (separate to this unit of competency)

Context of and specific resources for assessment

Action to promote client satisfaction is in line with organisational policy and values.

Organisational policy and procedures relating to contracting arrangements for IT are employed, monitored and evaluated.

Client requirements for support service delivery are satisfied within quality, time and cost parameters.

The purpose of most contracts is to specify the nature of agreement between two parties about the supply and receipt of goods or services.

It is essential that the contract take into consideration those variables that may impact upon agreed deliverables. These variables may include timing of the work or production of the item(s), the quality of production, the cost, the warranty and after-sales service.

Additionally, there is an obligation to ensure that conditions of the contract are actually fulfilled. This requires constant monitoring of whether the contract is still suitable and whether subsequent events have rendered the contract untenable to either party. This unit focuses on the process of constant review as a way of achieving this goal.

The breadth, depth and complexity involving analysis, design, planning, execution and evaluation across a range of technical and/or management functions including development of new criteria or applications or knowledge or procedures would be characteristic.

Assessment must ensure:

application of a significant range of fundamental principles and complex techniques across a wise and often unpredictable variety of contexts in relation to either varied or highly specific functions. Contribution to the development of a broad plan, budget or strategy may be involved and accountability and responsibility for self and others in achieving the outcomes may also be characteristic.

Applications involve significant judgement in planning, design, technical or leadership/guidance functions related to products, services, operations or procedures would be common.

Method of assessment

The purpose of this unit is to define the standard of performance to be achieved in the workplace. In undertaking training and assessment activities related to this unit, consideration should be given to the implementation of appropriate diversity and accessibility practices in order to accommodate people who may have special needs. Additional guidance on these and related matters is provided in ICA05 Section 1.

Competency in this unit should be assessed using summative assessment to ensure consistency of performance in a range of contexts. This unit can be assessed either in the workplace or in a simulated environment. However, simulated activities must closely reflect the workplace to enable full demonstration of competency.

Assessment will usually include observation of real or simulated work processes and procedures and/or performance in a project context as well as questioning on underpinning knowledge and skills. The questioning of team members, supervisors, subordinates, peers and clients where appropriate may provide valuable input to the assessment process. The interdependence of units for assessment purposes may vary with the particular project or scenario.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

ICAI5088B Evaluate and negotiate vendor offerings

An individual demonstrating this competency would be able to:

Demonstrate understanding of specialised knowledge with depth in some areas

Analyse, diagnose, design and execute judgement across a broad range of technical or management functions

Generate ideas through the analysis of information and concepts at an abstract level

Demonstrate a command of wide-ranging, highly specialised technical, creative or conceptual skills

Demonstrate accountability for personal outputs within broad parameters

Demonstrate accountability for personal and group outcomes within broad parameters

Maintain knowledge of industry products and services

Required skills

Negotiation skills in relation to contracting equipment and services, such as negotiating extensive client support contracts

Evaluation and report writing skills involving analysis, such as identifying, service expectations and boundaries of service provision

Group facilitation and presentation skills in relation to transferring and collecting information and gaining consensus on concepts and gaining the trust and confidence of colleagues, clients and suppliers

Broad strategic planning skills for planning resource use to achieve contract obligations

Planning and analysis skills for reviewing objectives and performance measures against contract outcomes

Basic financial skills in relation to monitoring the finances related to contracts

Time management skills in relation to planning the management of services and monitoring satisfactory service

Organising and presenting information in relation to business report writing requirements, such as preparing information on client support performance outcomes and agreed quality standards

Required knowledge

Broad knowledge of methods for evaluating and forecasting vendor and technology trends

Analysis and planning approaches to technical problems or management requirements, taking into account organisational values and purpose in the context of formulating client support contracts

Contracting requirements in relation to IT; IT purchasing of equipment and services, such as negotiating extensive client support contracts

Industry standards in relation to service and product agreements

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.

Boundaries of the contract may include:

organisational policy

budget

time constraints

resources

Client may include but is not limited to:

internal departments

external organisations

clubs

individual people

internal employees

Stakeholders may include:

sponsors

users

development team

project team

Appropriate person may include:

supervisor

teacher

authorised business representative

client