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Evidence Guide: ICTICT440 - Develop service level agreements

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

 

ICTICT440 - Develop service level agreements

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

Prepare for development of service level agreements (SLAs)

  1. Determine organisational service standards, values and culture
  2. Identify and categorise goods and service offerings provided by the organisation
  3. Identify and determine existing SLAs
Determine organisational service standards, values and culture

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and categorise goods and service offerings provided by the organisation

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and determine existing SLAs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop SLA for consultation

  1. Identify service needs and service level according to organisational requirements
  2. Identify any other SLA requirements
  3. Develop and document draft SLA according to organisational policies, procedures and guidelines
Identify service needs and service level according to organisational requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify any other SLA requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop and document draft SLA according to organisational policies, procedures and guidelines

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Negotiate client support service

  1. Seek and respond to draft SLA feedback from required personnel
  2. Present proposed cost and timeframes and respond to feedback from required personnel
  3. Negotiate terms of proposed SLA and respond to feedback from required personnel
  4. Document and lodge SLA agreement according to organisational policies and procedures
Seek and respond to draft SLA feedback from required personnel

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Present proposed cost and timeframes and respond to feedback from required personnel

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Negotiate terms of proposed SLA and respond to feedback from required personnel

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Document and lodge SLA agreement according to organisational policies and procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Adjust and finalise SLA procedures

  1. Determine compatibility of SLA to organisational requirements, policies and procedures
  2. Seek and respond to SLA compatibility feedback from required personnel
  3. Determine and implement any adjustments to organisational support according to organisational requirements
  4. Document any changes to SLA and lodge document according to organisational policies and procedures
Determine compatibility of SLA to organisational requirements, policies and procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Seek and respond to SLA compatibility feedback from required personnel

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Determine and implement any adjustments to organisational support according to organisational requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Document any changes to SLA and lodge document according to organisational policies and procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Required Skills and Knowledge

The candidate must demonstrate the ability to complete the tasks outlined in the elements, performance criteria and foundation skills of this unit, including evidence of the ability to:

identify agreement needs, develop and implement at least one Service Level Agreement (SLA).

In the course of the above, the candidate must:

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

evaluate and document finalised process according to organisational procedures.

The candidate must be able to demonstrate knowledge to complete the tasks outlined in the elements, performance criteria and foundation skills of this unit, including knowledge of:

industry standard 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

applicable features and vendor product directions of industry standard hardware and software products required when developing service level agreements

legal principles of commercial contracts and service level agreements

applicable organisational policies, plans and procedures including contracting

concepts relating to negotiation and business relationships.