Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.
Required skills
communication skills to:
facilitate and make presentations
liaise and negotiate with clients
literacy skills to:
analyse and evaluate information
prepare general information and papers
problem-solving skills to develop solutions unique to a client.
Required knowledge
business practices, including:
change management
information-gathering techniques
planning process, including development of IT business solutions
preparation of reports
current industry-accepted hardware and software products, including:
general features and capabilities
vendor product directions
legal principles of commercial contracts and service level agreements
organisational policies, plans and procedures, including contracting
theoretical concepts relating to negotiation and business relationships.
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.
SLAsmay include: | consideration of business processes and requirements, clearly specified and quantified service levels, and evaluation or audit of service levels SLAs for many different infrastructure services, including communications carriers, internet service providers (ISPs), active server pages (ASPs) and for vendor products workload and performance considerations expectations regarding servicing, penalties and charge back to business units. |
Client may include: | external organisations internal departments individuals internal employees. |
Appropriate person may include: | authorised business representative client supervisor. |
Systems may include: | hardware and software components that run a computer. |
Organisational guidelines may include: | communication methods content of emails dispute resolution document procedures and templates downloading information and accessing particular websites financial control mechanisms opening mail with attachments personal use of emails and internet access virus risk. |
Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.
Observation Checklist