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Evidence Guide: ICTSAS509 - Provide client ICT support services

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

 

ICTSAS509 - Provide client ICT support services

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

Identify support procedures

  1. Identify support required by client
  2. Review support-call documentation to identify client contact person
  3. Review service level agreement (SLA) and appropriate procedures to determine action, and include escalation procedures
  4. Verify support requirements with client contact
Identify support required by client

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review support-call documentation to identify client contact person

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review service level agreement (SLA) and appropriate procedures to determine action, and include escalation procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Verify support requirements with client contact

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Undertake support

  1. Provide support activity required by the client
  2. Maintain communication with client contact throughout support activity by email, phone or other specific process
  3. Document action taken for support activity
  4. Acknowledge protocol differences during support activity
Provide support activity required by the client

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain communication with client contact throughout support activity by email, phone or other specific process

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Document action taken for support activity

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Acknowledge protocol differences during support activity

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Gather feedback

  1. Submit resolution documentation to client contact
  2. Contact client to determine satisfaction with support process
  3. Conduct follow up action, as required
Submit resolution documentation to client contact

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Contact client to determine satisfaction with support process

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Conduct follow up action, as required

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. Identify support procedures

1.1 Identify support required by client

1.2 Review support-call documentation to identify client contact person

1.3 Review service level agreement (SLA) and appropriate procedures to determine action, and include escalation procedures

1.4 Verify support requirements with client contact

2. Undertake support

2.1 Provide support activity required by the client

2.2 Maintain communication with client contact throughout support activity by email, phone or other specific process

2.3 Document action taken for support activity

2.4 Acknowledge protocol differences during support activity

3. Gather feedback

3.1 Submit resolution documentation to client contact

3.2 Contact client to determine satisfaction with support process

3.3 Conduct follow up action, as required

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. Identify support procedures

1.1 Identify support required by client

1.2 Review support-call documentation to identify client contact person

1.3 Review service level agreement (SLA) and appropriate procedures to determine action, and include escalation procedures

1.4 Verify support requirements with client contact

2. Undertake support

2.1 Provide support activity required by the client

2.2 Maintain communication with client contact throughout support activity by email, phone or other specific process

2.3 Document action taken for support activity

2.4 Acknowledge protocol differences during support activity

3. Gather feedback

3.1 Submit resolution documentation to client contact

3.2 Contact client to determine satisfaction with support process

3.3 Conduct follow up action, as required

Evidence of the ability to:

undertake support services, including:

identifying support requirements and procedures

client contact

documenting support provided

liaise with user to obtain feedback

act on feedback as appropriate.

Note: Evidence must be provided for at least TWO clients.

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

describe the client business domain and importance of client contact

compare and contrast the key features and capabilities of current industry accepted hardware and software products

explain help desk and maintenance practices

describe quality assurance practices relating to information and communications technology (ICT) support

discuss the role of stakeholders and degree of stakeholder involvement

evaluate current system functionality

describe the structure and purpose of service level agreements (SLAs).