Provide IT advice to clients

Formats and tools

Unit Description
Reconstruct the unit from the xml and display it as an HTML page.
Assessment Tool
an assessor resource that builds a framework for writing an assessment tool
Assessment Template
generate a spreadsheet for marking this unit in a classroom environment. Put student names in the top row and check them off as they demonstrate competenece for each of the unit's elements and performance criteria.
Assessment Matrix
a slightly different format than the assessment template. A spreadsheet with unit names, elements and performance criteria in separate columns. Put assessment names in column headings to track which performance criteria each one covers. Good for ensuring that you've covered every one of the performance criteria with your assessment instrument (all assessement tools together).
Wiki Markup
mark up the unit in a wiki markup codes, ready to copy and paste into a wiki page. The output will work in most wikis but is designed to work particularly well as a Wikiversity learning project.
Evidence Guide
create an evidence guide for workplace assessment and RPL applicants
Competency Mapping Template
Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners. A template for developing assessments for a unit, which will help you to create valid, fair and reliable assessments for the unit, ready to give to trainers and students
Observation Checklist
create an observation checklist for workplace assessment and RPL applicants. This is similar to the evidence guide above, but a little shorter and friendlier on your printer. You will also need to create a seperate Assessor Marking Guide for guidelines on gathering evidence and a list of key points for each activity observed using the unit's range statement, required skills and evidence required (see the unit's html page for details)

Self Assessment Survey
A form for students to assess thier current skill levels against each of the unit's performance criteria. Cut and paste into a web document or print and distribute in hard copy.
Moodle Outcomes
Create a csv file of the unit's performance criteria to import into a moodle course as outcomes, ready to associate with each of your assignments. Here's a quick 'how to' for importing these into moodle 2.x
Registered Training Organisations
Trying to find someone to train or assess you? This link lists all the RTOs that are currently registered to deliver ICASAS305A, 'Provide IT advice to clients'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Reference books for 'Provide IT advice to clients' on This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to for every purchase, so go nuts :)

Elements and Performance Criteria

1. Review client support issues

1.1 Check for new problems logged by client

1.2 Check previous logs for similar problems or requests from client

1.3 Investigate and document the support issues affecting the client

1.4 Notify client of the results of investigation and provide advice and support on findings

1.5 Obtain client feedback and make changes

2. Provide advice on software, hardware or network

2.1 Confirm software, hardware or network requirements with client

2.2 Investigate and document a solution

2.3 Document additional requirements identified in the investigation and refer them to the client

2.4 Obtain approval from the client to implement the solution

2.5 Investigate and document the amount of technical support the client may require

2.6 Discuss and agree the level of technical support identified with the client

2.7 Arrange a time with the client when support will take place

2.8 Provide technical support as part of group or one-to-one instruction to the client

2.9 Provide manuals and help documentation to the client

3. Obtain client feedback

3.1 Create an appropriate evaluation or feedback form or other mechanism to gather feedback about the solution and support provided

3.2 Provide client with instructions on how to complete the form or use other means of providing feedback

3.3 Distribute the evaluation or feedback to the client

3.4 Review the feedback from the client to identify areas for improvement