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Evidence Guide: ICTICT608 - 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

 

ICTICT608 - 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 terms with the client and record alterations if required
  5. Clarify areas of uncertainty or disagreement
  6. Document 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 terms with the client and record alterations if required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Clarify areas of uncertainty or disagreement

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Document 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 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 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:

 

 

 

 

 

 

 

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:

 

 

 

 

 

 

 

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. Review client’s business domain

1.1 Research organisational service standards, values and culture 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 new business with client

2.1 Research client service needs and preferred level of service

2.2 Research opportunities for new business with client

2.3 Develop draft proposals to cover these new initiatives

3. Negotiate new business initiatives

3.1 Conduct a session with the client to present the new opportunities

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

3.3 Present proposed cost and timeframes to the client

3.4 Negotiate terms with the client and record alterations if required

3.5 Clarify areas of uncertainty or disagreement

3.6 Document agreement negotiated with the client

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

4.1 Assess progress in achieving new client initiatives

4.2 Gather client feedback to improve the proposals

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

4.4 Document changes to new provisions

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. Review client’s business domain

1.1 Research organisational service standards, values and culture 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 new business with client

2.1 Research client service needs and preferred level of service

2.2 Research opportunities for new business with client

2.3 Develop draft proposals to cover these new initiatives

3. Negotiate new business initiatives

3.1 Conduct a session with the client to present the new opportunities

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

3.3 Present proposed cost and timeframes to the client

3.4 Negotiate terms with the client and record alterations if required

3.5 Clarify areas of uncertainty or disagreement

3.6 Document agreement negotiated with the client

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

4.1 Assess progress in achieving new client initiatives

4.2 Gather client feedback to improve the proposals

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

4.4 Document changes to new provisions

Evidence of the ability to:

assemble a proposal for a new business initiative

develop a strong awareness of the clients business

present and negotiate a proposal with the client

formulate and implement new business

monitor and maintain client relationship and requirements of service.

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 relevant to understanding client needs, including:

change management

information gathering techniques

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

preparation of reports

identify current industry accepted hardware and software products relevant to client services and support, including:

general features and capabilities

vendor product directions

identify and interpret legal principles of commercial contracts and service level agreements (SLAs)

interpret organisational policies, plans and procedures, including contracting

summarise the concepts of negotiation and the process for building business relationships.