Application
This unit describes the skills and knowledge required to formulate, implement, monitor and adjust service level agreements (SLAs).
It applies to individuals who work in the Information and Communications Technologies (ICT) industry and provide ICT support to small to medium enterprises (SMEs).
No licensing, legislative or certification requirements apply to this unit at the time of publication.
Elements and Performance Criteria
1. Prepare for development of service level agreements (SLAs) | 1.1 Determine organisational service standards, values and culture 1.2 Identify and categorise goods and service offerings provided by the organisation 1.3 Identify and determine existing SLAs |
2. Develop SLA for consultation | 2.1 Identify service needs and service level according to organisational requirements 2.2 Identify any other SLA requirements 2.3 Develop and document draft SLA according to organisational policies, procedures and guidelines |
3. Negotiate client support service | 3.1 Seek and respond to draft SLA feedback from required personnel 3.2 Present proposed cost and timeframes and respond to feedback from required personnel 3.3 Negotiate terms of proposed SLA and respond to feedback from required personnel 3.4 Document and lodge SLA agreement according to organisational policies and procedures |
4. Adjust and finalise SLA procedures | 4.1 Determine compatibility of SLA to organisational requirements, policies and procedures 4.2 Seek and respond to SLA compatibility feedback from required personnel 4.3 Determine and implement any adjustments to organisational support according to organisational requirements 4.4 Document any changes to SLA and lodge document according to organisational policies and procedures |
Evidence of Performance
The candidate must demonstrate the ability to complete the tasks outlined in the elements, performance criteria and foundation skills of this unit, including evidence of the ability to:
identify agreement needs, develop and implement at least one Service Level Agreement (SLA).
In the course of the above, the candidate must:
negotiate client requirements for support service within quality, time, target performance and cost parameters
evaluate and document finalised process according to organisational procedures.
Evidence of Knowledge
The candidate must be able to demonstrate knowledge to complete the tasks outlined in the elements, performance criteria and foundation skills of this unit, including knowledge of:
industry standard business practices, including:
change management
information gathering techniques
planning process, including development of Information and Communications Technology (ICT) business solutions
the process for the preparation of reports
applicable features and vendor product directions of industry standard hardware and software products required when developing service level agreements
legal principles of commercial contracts and service level agreements
applicable organisational policies, plans and procedures including contracting
concepts relating to negotiation and business relationships.
Assessment Conditions
Skills in this unit must be demonstrated in a workplace or simulated environment where the conditions are typical of those in a working environment in this industry.
This includes access to:
applicable organisational policies, procedures and SLAs
contexts for negotiating SLAs
industry standard ICT hardware and software products.
Assessors of this unit must satisfy the requirements for assessors in applicable vocational education and training legislation, frameworks and/or standards.
Foundation Skills
Oral communication | Uses listening and questioning techniques to elicit client requirements, organisational information and obtain feedback Presents information and negotiates SLAs using reflective responses |
Reading | Identifies and evaluates complex business documentation in a variety of formats containing technical terminology and financial information Identifies organisational standards, SLA requirements and client feedback from technically written, complex documentation |
Writing | Uses plain English, spelling, applicable grammatical structures and terminology, numerical and financial information Uses required formatting and document structure applicable to job role and organisation to develop SLAs |
Teamwork | Identifies requirements of important communication exchanges, selecting applicable channels, format, tone and content according to purpose and audience |
Planning and organising | Develops plans and manages relatively complex tasks with an awareness of how they may contribute to longer term operational and strategic goals |
Self-management | Responds to both explicit and implicit protocols within familiar work contexts Manages outcomes of routine decisions directly applicable to own role |
Sectors
General ICT