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Evidence Guide: ICTSAS411 - Assist with policy development for client support procedures

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

 

ICTSAS411 - Assist with policy development for client support procedures

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

Determine support issues

  1. Review current client support procedures followed by the organisation if appropriate
  2. Gather feedback from client detailing positive and negative aspects of their contact with the organisation
  3. Gather feedback from user who executes client support procedures, detailing problems with current methods
Review current client support procedures followed by the organisation if appropriate

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Gather feedback from client detailing positive and negative aspects of their contact with the organisation

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Gather feedback from user who executes client support procedures, detailing problems with current methods

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop client support procedures

  1. Create or update client support procedures using information gathered from client and user
  2. Forward new client support procedures to appropriate person for review
Create or update client support procedures using information gathered from client and user

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Forward new client support procedures to appropriate person for review

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide recommended changes for client support policy

  1. Evaluate feedback on client support policy
  2. Incorporate changes to client support policy
  3. Determine impact the new policy will have on organisational guidelines and client interactions
  4. Prepare report detailing changes in policy and impact on the client and user in a clear and concise manner
  5. Forward report and updated policy to appropriate person for approval
Evaluate feedback on client support policy

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Incorporate changes to client support policy

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Determine impact the new policy will have on organisational guidelines and client interactions

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Prepare report detailing changes in policy and impact on the client and user in a clear and concise manner

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Forward report and updated policy to appropriate person for approval

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Update documented client support policy

  1. Amend policies to include new client support procedures
  2. Issue new policies to clients and users in line with organisational guidelines
  3. Maintain policy updates in line with organisational guidelines
Amend policies to include new client support procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Issue new policies to clients and users in line with organisational guidelines

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain policy updates in line with organisational guidelines

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. Determine support issues

1.1 Review current client support procedures followed by the organisation if appropriate

1.2 Gather feedback from client detailing positive and negative aspects of their contact with the organisation

1.3 Gather feedback from user who executes client support procedures, detailing problems with current methods

2. Develop client support procedures

2.1 Create or update client support procedures using information gathered from client and user

2.2 Forward new client support procedures to appropriate person for review

3. Provide recommended changes for client support policy

3.1 Evaluate feedback on client support policy

3.2 Incorporate changes to client support policy

3.3 Determine impact the new policy will have on organisational guidelines and client interactions

3.4 Prepare report detailing changes in policy and impact on the client and user in a clear and concise manner

3.5 Forward report and updated policy to appropriate person for approval

4. Update documented client support policy

4.1 Amend policies to include new client support procedures

4.2 Issue new policies to clients and users in line with organisational guidelines

4.3 Maintain policy updates in line with organisational guidelines

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. Determine support issues

1.1 Review current client support procedures followed by the organisation if appropriate

1.2 Gather feedback from client detailing positive and negative aspects of their contact with the organisation

1.3 Gather feedback from user who executes client support procedures, detailing problems with current methods

2. Develop client support procedures

2.1 Create or update client support procedures using information gathered from client and user

2.2 Forward new client support procedures to appropriate person for review

3. Provide recommended changes for client support policy

3.1 Evaluate feedback on client support policy

3.2 Incorporate changes to client support policy

3.3 Determine impact the new policy will have on organisational guidelines and client interactions

3.4 Prepare report detailing changes in policy and impact on the client and user in a clear and concise manner

3.5 Forward report and updated policy to appropriate person for approval

4. Update documented client support policy

4.1 Amend policies to include new client support procedures

4.2 Issue new policies to clients and users in line with organisational guidelines

4.3 Maintain policy updates in line with organisational guidelines

Evidence of the ability to:

evaluate and analyse existing client support policy and procedures

create or update procedures for current or emerging needs

elicit feedback and review proposed changes

make recommendations on new changes

update and maintain policies.

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 current trends and issues in information and communications technology (ICT) relevant to client support

describe the key features of the organisational guidelines for client maintenance and administration

explain the key features of organisational policy for access and security

describe the review process and its key stages.