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Elements and Performance Criteria

  1. Understand organisational environment
  2. Identify internal and external client requirements
  3. Negotiate client support service
  4. Monitor, adjust and implement procedures to maintain client focus

Required Skills

Required skills

Applying customer service skills in a range of contexts at various levels

Problem solving for a broad range of unpredictable problems involving analysis diagnosis evaluation and the development of new criteria knowledge or procedures eg when adjusting client support services based on feedback and in line with organisational policies

Facilitation and presentation skills in relation to transferring and collecting information and gaining consensus on concepts eg when determining and building business relationships

Plain English literacy and communication skills in relation to analysis evaluation and presentation of information to clients

Teamwork skills involving the contribution to solutions and goals of a nonroutine or contingency nature

Negotiation skills in relation to others applied to an undefined range of predictable problems

Required knowledge

Theoretical concepts relating to negotiation and business relationships

Current business practices in relation to preparing reports eg when monitoring adjusting and implementing procedures to maintain client focus

Basic legal principles of commercial contracts and servicelevel agreements

Components of the clients business planning process relevant to the development of IT business solutions

Current industryaccepted hardware and software products with broad knowledge of general features and capabilities

Vendor product directions eg when planning to meet internal and external client requirements

Basic knowledge of information gathering techniques eg when building and maintaining business networks and relationships

General knowledge of change management systems eg when monitoring adjusting and implementing procedures to maintain client focus

General knowledge of organisational policies on contracting eg when negotiating client support service costs

Organisational policies on external client relationships

Evidence Required

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria required skills and knowledge range statement and the Assessment Guidelines for the Training Package

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential

Assessment must confirm the ability to formulate and implement servicelevel agreements to encourage clients to engage in further business Assessment must confirm the ability to successfully negotiate client support service provision and satisfy client requirements for client support service within quality time target performance and cost parameters

To demonstrate competency in this unit the following resources will be needed

Servicelevel agreement

Context of and specific resources for assessment

The demonstration of this competency requires breadth depth and complexity of knowledge and skills which would prepare a person to relate to clients at a business level

Operations must be in accordance with organisational polices and procedures

Understanding client needs should be done under competent supervision where there is a clearly defined range of contexts for negotiating servicelevel agreements and resultant contracts

The breadth depth and complexity of knowledge and skills in this competency would cover a broad range of varied activities or application in a wider variety of contexts most of which are complex and nonroutine Leadership and guidance would be involved when organising activities of self and others as well as contributing to technical solutions of a nonroutine or contingency nature

Assessment must ensure

Performance of a broad range of skilled applications including the requirement to evaluate and analyse current practices develop new criteria and procedures for performing current practices and provision of some leadership and guidance to others in the application and planning of the skills would be characteristic

Applications may involve responsibility for and limited organisation of others

Method of assessment

The purpose of this unit is to define the standard of performance to be achieved in the workplace In undertaking training and assessment activities related to this unit consideration should be given to the implementation of appropriate diversity and accessibility practices in order to accommodate people who may have special needs Additional guidance on these and related matters is provided in ICA Section

The purpose of this unit is to define the standard of performance to be achieved in the workplace. In undertaking training and assessment activities related to this unit, consideration should be given to the implementation of appropriate diversity and accessibility practices in order to accommodate people who may have special needs. Additional guidance on these and related matters is provided in ICA05 Section 1.

Competency in this unit should to be assessed using summative assessment to ensure consistency of performance in a range of contexts This unit can be assessed either in the workplace or in a simulated environment However simulated activities must closely reflect the workplace to enable full demonstration of competency

Assessment will usually include observation of real or simulated work processes and procedures andor performance in a project context as well as questioning on underpinning knowledge and skills The questioning of team members supervisors subordinates peers and clients where appropriate may provide valuable input to the assessment process

Guidance information for assessment

The interdependence of units for assessment purposes may vary with the particular project or scenario Holistic assessment with other units relevant to the industry sector workplace and job role is recommended for example

ICAAC Determine and confirm client business expectations and needs

ICAA4041C Determine and confirm client business expectations and needs

ICAWB Coordinate and maintain work teams

ICAW4026B Coordinate and maintain work teams

An individual demonstrating this competency would be able to

Demonstrate understanding of a broad knowledge base incorporating some theoretical concepts

Apply solutions to a defined range of unpredictable problems

Identify and apply skill and knowledge areas to a wide variety of contexts with depth in some areas

Identify analyse and evaluate information from a variety of sources

Take responsibility for own outputs in relation to specified quality standards

Take limited responsibility for the quantity and quality of the output of others

Additionally an individual demonstrating this competency would be able to

Demonstrate relevant understanding of client needs in line with procedures related to client business domain

Apply known solutions to a variety of predictable client business needs that require some discretion

Interpret available client information using discretion and judgement

Take responsibility for outputs in managing client outcomes

Maintain knowledge of industry products and services


Range Statement

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Service-level agreement

May exist for many different infrastructure services, including communications carriers, ISPs, ASPs and SLAs for vendor products.

SLAs should consider business processes and requirements, clearly specify and quantify service levels, identify evaluation or audit of service levels. May include workload and performance considerations, expectations regarding servicing, penalties, and charge back to business units.

Organisational guidelines may include but are not limited to:

personal use of emails and internet access

content of emails

downloading information and accessing particular websites

opening mail with attachments

virus risk

dispute resolution

document procedures and templates

communication methods

financial control mechanisms

Client may include but is not limited to:

internal departments

external organisations

individual people

internal employees

Appropriate person may include:

supervisor

teacher

authorised business representative

client

System may include but is not limited to:

hardware and software components that run a computer