ICTICT413 – Relate to clients on a business level

Assessment Cover Sheet

Student name: Student ID:
Unit code & name: ICTICT413 – Relate to clients on a business level
Qualification: ICT40115 – Certificate IV in Information Technology
Trainer name:
Date Due: 13.04.2019
Date submitted :
1st Attempt Result
(For the assessor)
Competent Not Yet CompetentAssessor signature Date:
2nd Attempt Result
(For the assessor)
Competent Not Yet CompetentAssessor signature Date:
3rd Attempt Result
(For the assessor)
Competent Not Yet CompetentAssessor signature Date:
(must be included if
result is Not

 I hereby declare that no part of this assignment or product has been copied from any other student’s
work or from any other source except where due acknowledgement is made in the assignment.
 No part of the assignment/product has been written / produced for me by any other person
except where collaboration has been authorised by the trainer/assessor concerned
 I am aware that this work may be reproduced and submitted to plagiarism detection software
programs etc. for the purpose of detecting possible plagiarism (which may retain a copy on
its database for future plagiarism checking)
 I have read and I clearly understand GBC assessment, course progress and intervention
Student signature: ______________________________________
Note: The assessor may not mark this assignment if the above declaration is not ticked and
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Assessment instructions
Assessment can either be:
 Written

Direct observation
Project-based methods e.g. reports, role plays, work samples
Questioning/ Interview

All assessment tasks should be completed in the class room, unless approved by the assessor. Prior to
commencing the assessments, your trainer/assessor will explain each assessment task and the terms and
conditions relating to the assessment tasks. Please consult with your trainer/assessor if you are unsure of any
questions. It is important that you understand and adhere to the terms and conditions, and address fully each
assessment task. Your trainer/assessor will remain available to support you throughout the assessment
Answering the questions for written assessments
Assessment tasks are used to measure your understanding and underpinning skills and knowledge of the
overall unit of competency. While undertaking any written assessment tasks, please ensure that you type the
following criteria in the space provide in the columns:
 Address each question including any sub-points as per the instructions provided with each question in
the column

Demonstrate that you have researched the topic thoroughly
Cover the topic in a logical, structured manner

 Your assessment tasks are well presented, well referenced
Result & outcome
Once the learner has satisfactorily completed all the tasks for this module the learner will be awarded
“Competent” (C) or “Not yet Competent” (NYC) for the relevant unit of competency.
Additional evidence
If GBC, at its sole discretion, determine that it require additional or alternative information/evidence in order
to determine competency, you must provide us with such information/evidence, subject to privacy and
confidentiality issues. GBC retain this right at any time, including after submission of your assessments.
Assessment appeals process
If you feel that you have been unfairly treated during your assessment, and you are not happy with your
assessment and/or the outcome as a result of that treatment, you have the right to lodge an appeal. You must
first discuss the issue with your trainer/assessor. If you would like to proceed further with the request after
discussions with your trainer/assessor, you need to lodge your appeal, in writing, outlining the reason(s) for
the appeal.
Special needs
Candidates with special needs should notify their trainer/assessor to request any required adjustments as soon
as possible. This will enable the trainer/assessor to address the identified needs immediately.
If you feel you are not yet ready to be assessed or that this assessment is unfair, please contact your assessor
to discuss your options. You have the right to formally appeal any outcome and, if you wish to do so, discuss
this with your trainer/assessor.
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Assessment Schedule
The assessment task is due on the date provided by the assessor. Any variations to this
arrangement must be approved in writing by your assessor. Submit this document with any
required evidence attached. See specifications below for details
Performance objective
The candidate must demonstrate skills, knowledge and understanding of promote the use
and implementation of innovative work practices to effect change, as states the unit of
competency ICTICT413. Throughout this program you are to demonstrate knowledge in:
 Change management
 Information gathering techniques
 ICT information communication technology business solution
 general feature current industry accepted hardware and software products
 current ICT hardware and software products
 organisational policies, procedures and standards that cover document design
 legal principal of commercial contracts and service level agreement
 detailed knowledge in areas related to client business
 functional organisational charts and their interpretation

requirements of the client’s business, taking into account current system functionality,
geography, environment, client user and cost constraints

 products related to data capture role of take holders and the degree of stakeholder
And skills in:
Communication skills to:
 interact with clients and staff
Literacy skills to:
 identify content
 interpret standards and industry requirements
 write content
 collect and present information
 liaise and negotiate with internal and external personnel
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 participate in teams
 initiative and enterprise skills to identify, analyse and evaluate information from a
variety of sources
 gather, analyse and evaluate information
 prepare documentation
Research skills to:
 analyse audience needs
 identify target audiences
 specify, analyse and evaluate broad features of a particular business domain
Problem-solving skills to:
 participate in the development of strategic initiatives and contribute to solutions
 troubleshoot common system problems
Technical skills to:
 determine appropriate content, formats and styles
 Use word-processing software and multimedia authoring tools.
 Provide current advice on systems and data-gathering products.
As a part of an IT Services providing company, consider yourself as a helpdesk officer. Your
duties are to handle customers complains, tickets and managed services level agreements.
Your company provide support services such as:

Week 1 Tasks1 a, b, c, d, e, f, g, h, I
Week 2 Tasks2 Presentation (Report- Submission)

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Case Study
GBC is an educational institute and one of the clients of IT Services Company. They had an
agreement to provide the services related to the hardware and software troubleshooting.
They introduced a new IT qualification, to execute this plan they required to establish 2 new
labs which includes:

Desktops (configuration)
Networking (Wired/ wireless networking, configure hardware)
Software (Antivirus, Microsoft Office, Visual studio, Acrobat reader).

As a helpdesk officer you have to review their service level agreement and organisational
environment (includes: standards, values and culture). You need to make appropriate
changes according to the new services (provided by IT Services) and requirements.
To accomplish this job, your SLA includes:
1. Client service needs and level of services.
2. Draft SLA that incorporates quality, time, target performance and cost (explain to
client in a session).
3. Proposed cost and timeframe.
4. Record alteration in terms with client.
5. Clarify area of uncertainty and document services, approval and feedback.
6. Assess progress in achieving client support service target.
7. Gather client’s feedback to improve support service and make adjustment to client
support services.
8. Document changes to SLA and report changes.
Note: previous SLA is available for review in your student drive.
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Task2: Written Question (Answer should be relevant)
Select a case study /scenario with your teacher /trainer and answer the following questions.
a) What is service level agreement?
b) Determine client requirements?
c) Explain change management
d) Identify information gathering techniques?
e) Outline the general features and vendor product directions of current industry accepted
f) Explain the legal principals of commercial products and service level agreement
g) Discuss the theoretical concept relating to negotiation and business relationship
h) What skills require to do research analyse information develop reports?
i) What technical skills require providing advice on system and data gathering products?

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