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Evidence Guide: ICTSAS305 - Provide ICT advice to clients

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

ICTSAS305 - Provide ICT advice to clients

What evidence can you provide to prove your understanding of each of the following citeria?

Review client support issues

  1. Check for new problems logged by client
  2. Check previous logs for similar problems or requests from client
  3. Investigate and document support issues affecting client
  4. Notify client of the results of investigation and provide advice and support on findings
  5. Obtain client feedback and make changes
Check for new problems logged by client

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Check previous logs for similar problems or requests from client

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Investigate and document support issues affecting client

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Obtain client feedback and make changes

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide advice on software, hardware or network

  1. Confirm software, hardware or network requirements with client
  2. Investigate and document a solution
  3. Document additional requirements identified in the investigation and refer them to the client
  4. Obtain approval from client to implement the solution
  5. Investigate and document amount of technical support client may require
  6. Discuss and agree level of technical support identified with client
  7. Arrange time with client when support will take place
  8. Provide technical support as part of group or one-to-one instruction to the client
  9. Provide manuals and help documentation to client
Confirm software, hardware or network requirements with client

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Investigate and document a solution

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Obtain approval from client to implement the solution

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Investigate and document amount of technical support client may require

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Discuss and agree level of technical support identified with client

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Arrange time with client when support will take place

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide manuals and help documentation to client

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Obtain client feedback

  1. Create an appropriate evaluation or feedback form or other mechanism to gather feedback about solution and support provided
  2. Provide client with instructions on how to complete form or use other means of providing feedback
  3. Distribute evaluation or feedback to client
  4. Review feedback from client to identify areas for improvement
Create an appropriate evaluation or feedback form or other mechanism to gather feedback about solution and support provided

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Distribute evaluation or feedback to client

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review feedback from client to identify areas for improvement

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

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 support issues affecting 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 client to implement the solution

2.5 Investigate and document amount of technical support client may require

2.6 Discuss and agree level of technical support identified with client

2.7 Arrange time with 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 client

3. Obtain client feedback

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

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

3.3 Distribute evaluation or feedback to client

3.4 Review feedback from client to identify areas for improvement

Required Skills and Knowledge

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

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 support issues affecting 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 client to implement the solution

2.5 Investigate and document amount of technical support client may require

2.6 Discuss and agree level of technical support identified with client

2.7 Arrange time with 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 client

3. Obtain client feedback

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

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

3.3 Distribute evaluation or feedback to client

3.4 Review feedback from client to identify areas for improvement