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Evidence Guide: ICTICT413 - 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!

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ICTICT413 - 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 service level agreements (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 service level agreements (SLAs) if appropriate

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop SLA for consultation

  1. Research client service needs and preferred level of service
  2. Determine 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 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

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Prepare for development of SLA

1.1 Research organisational service standards, values and culture in order to understand the organisational environment

1.2 Investigate and document the goods and services provided by the organisation

1.3 Review current service level agreements (SLAs) if appropriate

2. Develop SLA for consultation

2.1 Research client service needs and preferred level of service

2.2 Determine level of service to be provided to the client

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

3. Negotiate client support service

3.1 Conduct a session with the client and present the draft SLA in a clear, concise and comprehensive manner

3.2 Present proposed cost and timeframes to the client

3.3 Negotiate terms with client and record alterations if required

3.4 Clarify areas of uncertainty or disagreement

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

4. Monitor, adjust and implement procedures to maintain client focus

4.1 Assess progress in achieving client support service targets, using organisational systems and procedures

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

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

4.4 Document changes to SLA and report changes to appropriate person

Required Skills and Knowledge

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Prepare for development of SLA

1.1 Research organisational service standards, values and culture in order to understand the organisational environment

1.2 Investigate and document the goods and services provided by the organisation

1.3 Review current service level agreements (SLAs) if appropriate

2. Develop SLA for consultation

2.1 Research client service needs and preferred level of service

2.2 Determine level of service to be provided to the client

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

3. Negotiate client support service

3.1 Conduct a session with the client and present the draft SLA in a clear, concise and comprehensive manner

3.2 Present proposed cost and timeframes to the client

3.3 Negotiate terms with client and record alterations if required

3.4 Clarify areas of uncertainty or disagreement

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

4. Monitor, adjust and implement procedures to maintain client focus

4.1 Assess progress in achieving client support service targets, using organisational systems and procedures

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

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

4.4 Document changes to SLA and report changes to appropriate person

Evidence of the ability to:

negotiate client support service provision

formulate and document a service level agreement (SLA)

implement the service level agreement

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

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

To complete the unit requirements safely and effectively, the individual must:

discuss business practices, including:

change management

information gathering techniques

planning process, including development of information and communications technology (ICT) business solutions

the process for the preparation of reports

outline the general features and vendor product directions of current industry accepted hardware and software products

explain the legal principles of commercial contracts and service level agreements

outline relevant organisational policies, plans and procedures, including contracting

discuss theoretical concepts relating to negotiation and business relationships.