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Evidence Guide: ICASAS502A - Establish and maintain client user liaison

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

 

ICASAS502A - Establish and maintain client user liaison

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

Determine support areas

  1. Identify and record information technology used in the organisational unit
  2. Identify stakeholders of the system
  3. Identify organisational structure, culture and politics related to support requirements
  4. Determine what level of support is required by each organisational unit
Identify and record information technology used in the organisational unit

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify stakeholders of the system

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify organisational structure, culture and politics related to support requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Determine what level of support is required by each organisational unit

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop support procedures

  1. Contact organisational units, as required, to verify support needs
  2. Establish procedures for providing required support, including method of contact, frequency of meetings and reporting
  3. Document agreed procedures or service level agreement (SLA)
Contact organisational units, as required, to verify support needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish procedures for providing required support, including method of contact, frequency of meetings and reporting

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Document agreed procedures or service level agreement (SLA)

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assign support personnel

  1. Identify IT skills required to assist each organisational unit with support activities
  2. Assign personnel according to human resource processes
  3. Verify availability of selected personnel
  4. Provide support using agreed procedures
  5. Obtain feedback from appropriate persons on a regular basis
Identify IT skills required to assist each organisational unit with support activities

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assign personnel according to human resource processes

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Verify availability of selected personnel

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide support using agreed procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Obtain feedback from appropriate persons on a regular basis

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:

establish and maintain client liaison in an IT environment

establish procedures for providing required support

identify IT skill requirements and assign appropriate support personnel

show personal responsibility and autonomy in performing complex technical operations or organising others.

Context of and specific resources for assessment

Assessment must ensure access to:

appropriate learning and assessment support when required

modified equipment for people with special needs

agreed procedures or SLAs

documented support requirements

technical records and documentation.

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:

review of:

records provided by candidate which identify stakeholders and their support requirements

support procedures or SLAs developed by the candidate

evidence of participation in developing strategic initiatives

direct observation of candidate providing support and maintaining liaison using agreed procedures

verbal or written questioning to assess candidate’s knowledge of establishing and maintaining client liaison.

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:

discuss support needs of clients

explain relevant concepts

enable the end user to attempt remedial action

initiative and enterprise skills to contribute to solutions and goals of a non-routine or contingency nature

literacy skills to:

document and interpret procedures and SLAs

report on service history issues

planning and organisational skills to:

establish procedures for providing support

deliver on scope, time, cost and quality

promote communications and manage risk

assign support personnel according to human resource processes

organise equitable workloads for team members

problem-solving skills to gain consensus on concepts

research skills to:

identify organisational structure and culture

identify information technology within an organisational unit.

Required knowledge

adequate response times

awareness of stakeholders, their role in the organisation, and their level of dependence on IT infrastructure

capabilities of IT devices

current industry-accepted hardware and software products

detailed knowledge of areas related to the organisation's services

equipment that is vital in supplying business critical services:

internet file transaction security for client accounts

web server for ebusiness

detailed knowledge of functionality of the IT system in supplying the essential and desirable services to the organisation

quality assurance practices relating to how the service is supplied

role of IT in the client's business domain

server types to provide:

backup

email

firewall

proxy

web.

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.

Stakeholders may include:

development team

project team

sponsor

user.

System may include:

application service provider (ASP)

applications

databases

gateways

internet service provider (ISP)

operating systems

server.

Service level agreements may include:

ASPs

audit of service levels

business processes and requirements

communications carriers

infrastructure services

ISPs

vendor products

workload and performance considerations and expectations regarding:

charge back to business units

penalties

servicing.

Human resource processes may include:

checking job and person specifications

observing work activities

professional recommendations or referrals

reviewing performance reports.

Appropriate person may include:

authorised business representative

client

project manager

supervisor.