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Evidence Guide: ICTSAS502 - 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

 

ICTSAS502 - 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 communications 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 the level of support required by each organisational unit
Identify and record information communications 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 the level of support 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 ICT 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 ICT 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

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

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

1. Determine support areas

1.1 Identify and record information communications technology used in the organisational unit

1.2 Identify stakeholders of the system

1.3 Identify organisational structure, culture and politics related to support requirements

1.4 Determine the level of support required by each organisational unit

2. Develop support procedures

2.1 Contact organisational units as required to verify support needs

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

2.3 Document agreed procedures or service level agreement (SLA)

3. Assign support personnel

3.1 Identify ICT skills required to assist each organisational unit with support activities

3.2 Assign personnel according to human resource processes

3.3 Verify availability of selected personnel

3.4 Provide support using agreed procedures

3.5 Obtain feedback from appropriate persons on a regular basis

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 areas

1.1 Identify and record information communications technology used in the organisational unit

1.2 Identify stakeholders of the system

1.3 Identify organisational structure, culture and politics related to support requirements

1.4 Determine the level of support required by each organisational unit

2. Develop support procedures

2.1 Contact organisational units as required to verify support needs

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

2.3 Document agreed procedures or service level agreement (SLA)

3. Assign support personnel

3.1 Identify ICT skills required to assist each organisational unit with support activities

3.2 Assign personnel according to human resource processes

3.3 Verify availability of selected personnel

3.4 Provide support using agreed procedures

3.5 Obtain feedback from appropriate persons on a regular basis

Evidence of the ability to:

establish and maintain client liaison

establish and document procedures for providing required support

identify information and communications technology (ICT) skill requirements

assign appropriate support personnel.

Note: Evidence must be provided in at least TWO ICT environments.

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

specify adequate response times for providing services

analyse the role of stakeholders in the organisation, and their level of dependence on ICT infrastructure

explain the capabilities of a range of ICT devices

research and evaluate current industry accepted hardware and software products

identify and describe equipment that is vital in supplying business critical services, including:

internet file transaction security for client accounts

web server for e-business

describe in detail the areas related to the organisation’s services and the ICT system functionality required to supply the essential and desirable services to the organisation

describe the quality assurance practices relating to the supplied service and service level agreements (SLAs)

analyse the role of ICT in the client's business domain

identify and describe server types to provide:

application

backup

email

firewall

proxy

web.