| Assessment Details | |||||
| Qualification Code/Title | ICT50220 Diploma of Information Technology | ||||
| Assessment Type | Assessment -02– Project | Time allowed | |||
| Due Date | Location | AHIC | Term / Year | ||
| Unit of Competency | |
| National Code/Title | ICTSAS502 Establish and maintain client user liaison |
| Student Details | |||
| Student Name | Student ID |
| Student Declaration: I declare that the work submitted is my own, and has not been copied or plagiarized from any person or source. | Signature: ____________________________ Date: _____/______/__________ |
| Assessor Details | ||
| Assessor’s Name | ||
| RESULTS (Please Circle) | SATISFACTORY | NOT SATISFACTORY |
| Feedback to student: |
| Student Declaration: I declare that I have been assessed in this unit, and I have been advised of my result. I am also aware of my appeal rights. | Assessor Declaration: I declare that I have conducted a fair, valid, reliable and flexible assessment with this student, and I have provided appropriate feedback. | ||
| Signature | Signature | ||
| Date | Date |
| Instructions to the Candidates Learner guide, PowerPoint presentation, Unit Assessment Pack (UAP), Access to other learning materials such as textbooks, Access to a computer, the Internet and word-processing system such as MS Word. |
Reasonable adjustments
| Reasonable Adjustment Strategies Matrix (Trainer/Assessor to complete) | ||
| Category | Possible Issue | Reasonable Adjustment Strategy (select as applicable) |
| ¨ LLN | ¨ Speaking ¨ Reading ¨ Writing ¨ Confidence | ¨ Verbal assessment ¨ Presentations ¨ Demonstration of a skill ¨ Use of diagrams ¨ Use of supporting documents such as wordlists |
| ¨Non-English-Speaking Background | ¨ Speaking ¨ Reading ¨ Writing ¨Cultural background ¨ Confidence | ¨ Discuss with the student and supervisor (if applicable) whether language, literacy and numeracy are likely to impact on the assessment process ¨ Use methods that do not require a higher level of language or literacy than is required to perform the job role ¨ Use short sentences that do not contain large amounts of information ¨ Clarify information by rephrasing, confirm understanding ¨ Read any printed information to the student ¨ Use graphics, pictures and colour coding instead of, or to support, text ¨ Offer to write down, or have someone else write, oral responses given by the student ¨ Ensure that the time available to complete the assessment, while meeting enterprise requirements, takes account of the student’s needs |
| ¨ Indigenous | ¨ Knowledge and understanding ¨ Flexibility ¨ Services ¨ Inappropriate training and assessment | ¨ Culturally appropriate training ¨ Explore understanding of concepts and practical application through oral assessment ¨ Flexible delivery ¨ Using group rather than individual assessments ¨ Assessment through completion of practical tasks in the field after demonstration of skills and knowledge. |
| ¨ Age | ¨ Educational background ¨ Limited study skills | ¨ Make sure font size is not too small ¨ Trainer/Assessor should refer to the student’s experience ¨ Ensure that the time available to complete the assessment takes account of the student’s needs ¨ Provision of information or course materials in accessible format. ¨ Changes in teaching practices, e.g. wearing an FM microphone to enable a student to hear lectures ¨ Supply of specialised equipment or services, e.g. a note-taker for a student who cannot write ¨ Changes in lecture schedules and arrangements, e.g. relocating classes to an accessible venue ¨ Changes to course design, e.g. substituting an assessment task ¨ Modifications to physical environment, e.g. installing lever taps, building ramps, installing a lift |
| ¨Educational background | ¨ Reading ¨ Writing ¨ Numeracy ¨ Limited study skills and/or learning strategies | ¨ Discuss with the Student previous learning experience ¨ Ensure learning and assessment methods meet the student’s individual need |
| ¨ Disability | ¨ Speaking ¨ Reading ¨ Writing ¨ Numeracy ¨ Limited study skills and/or learning strategies | ¨ Identify the issues ¨ Create a climate of support ¨ Ensure access to support that the student has agreed to ¨ Appropriately structure the assessment ¨ Provide information or course materials in accessible format, e.g. a textbook in braille ¨ Changes in teaching practices, e.g. wearing an FM microphone to enable a student to hear lectures ¨ Supply of specialised equipment or services, e.g. a note- taker for a student who cannot write ¨ Changes in lecture schedules and arrangements, e.g. relocating classes to an accessible venue ¨ Changes to course design, e.g. substituting an assessment task ¨ Modifications to physical environment, e.g. installing lever taps, building ramps, installing a lift |
| Explanation of reasonable adjustments strategy used (If required) |
What if you disagree on the assessment outcome?
You can appeal against a decision made in regards to your assessment. An appeal should only be made if you have been assessed as ‘Not Yet Competent’ against a specific unit and you feel you have sufficient grounds to believe that you are entitled to be assessed as competent. You must be able to adequately demonstrate that you have the skills and experience to be able to meet the requirements of units you are appealing the assessment of.
Your trainer will outline the appeals process, which is available to the student. You can request a form to make an appeal and submit it to your trainer, the course coordinator, or the administration officer. The AHIC will examine the appeal and you will be advised of the outcome within 14 days. Any additional information you wish to provide may be attached to the appeal form.
Academic Integrity:
Academic Integrity is about the honest presentation of your academic work. It means acknowledging the work of others while developing your own insights, knowledge and ideas.
As a student, you are required to:
Plagiarism:
Plagiarism means to take and use another person’s ideas and or manner of expressing them and to pass them off as your own by failing to give appropriate acknowledgement. This includes material sourced from the Internet, RTO staff, other students, and from published and unpublished work.
Plagiarism occurs when you fail to acknowledge that the ideas or work of others are being used, which includes:
Collusion:
Collusion means unauthorized collaboration on assessable work (written, oral or practical) with other people. This occurs when a student presents group work as their own or as the work of someone else.
Collusion may be with another RTO student or with individuals or student’s external to the RTO. This applies to work assessed by any educational and training body in Australia or overseas.
Collusion occurs when you work without the authorization of the teaching staff to:
- with one or more people to prepare and produce work
Both collusion and plagiarism can occur in group work. For examples of plagiarism, collusion and academic misconduct in group work please refer to the RTO’s policy on Academic integrity, plagiarism and collusion.
Plagiarism and collusion constitute cheating. Disciplinary action will be taken against students who engage in plagiarism and collusion as outlined in RTO’s policy.
Proven involvement in plagiarism or collusion may be recorded on students’ academic file and could lead to disciplinary action.
Assessment Formatting and Answer length Guidance:
Your submitted document must follow the given criteria:
Student Id_Assessment_No (Example AHI000014_Assessment 1)
Referencing
Include a reference list at the end of your work on a separate page or as footnotes. You shouldreference the sources you have used in your assessments in the Harvard Style.
To access a web-based tool, see Harvard Style online generator
http://www.harvardgenerator.com
Assessment Task 2: Project
Scenario:
In this assessment task, you are required to establish and maintain client user liaison in an information and communications technology (ICT) environment, post support implementation. This occurs after the business-critical functions have been determined.
A case study scenario will be provided to you to review and understand the requirements and to participate in and complete the following activities.
Case study scenario
D’Prac is a well-known ICT organization that focuses on e-learning solutions for various private and government organisations. The organization believes in delivering quality services at an affordable price.
You have been working with the organization as their client user liaison officer, assisting the clients and organizational units with business solutions. You are expected to build and maintain mutually beneficial relationships, facilitates communications and coordinates activities among people, agencies or organizations. Your role requires you to act as technical or subject matter experts for the person, agency or organization you represent. You had a face to face discussion with your manager and in the meeting, you were told to assist an organization and their two organizational units, customer service and technical support with their recently implemented business solutions:
Business requirements and solutions
- The organization currently has recently developed a dynamic website from a static website
- The organization has enabled HTTPS on its website
- The organization has used a plugin to show a portfolio of the work completed on their website.
Business model
The business model the organization use is B2C – business to consumer.
The customer relationship model
The customer relationship model to focus on each and every interaction made by customers with your brand is mentioned below:
- Types of services your business offer: E-learning solutions
- The interactions your business have: With customers, technical experts, Government bodies, financial experts and programmers
Special purpose tools, equipment and materials
The special-purpose tools, equipment and materials include:
- Content management system (CMS)
- SSL certificate tools
- Tools for photo gallery and portfolio
The industry software packages
You will be required to work on the following industry-standard software packages:
- Word processing software
- Database software
- Multimedia software
- Presentation Software
- Educational Software
- Application Suites
- Web development software
The excerpt from the agreed procedures or SLAs
Purpose:
- dynamic website
- HTTPS on its website
- A plugin to show a portfolio of the work completed
- special-purpose tools, equipment and materials
- industry software packages
The documented support requirements
The excerpt from technical records and documentation.
- All documentation should be completed according to organizational requirements (In this assessment according to the templates provided)
The roles and responsibilities.
In this assessment task, your trainer/assessor will assign two other individuals as your users, one from the customer service team and one from the technical support unit.
The customer service team user will liaise with you on the basis of:
- How the organization support their customers with the business solutions implemented
- Understanding the benefits of the business solutions implemented
- Customer service strategies such as
- Customer experience
- Social trends
- Use of technology
- Customer service systems, policies and procedures
- Related to the business solutions implemented
- Identify and record information communications technology used in the organizational unit
- Identify organizational structure, culture and politics related to support requirements
- Determine the level of support required by each organizational unit
- Establish and maintain client liaison
The technical support team user will liaise with you on the basis of:
- Understanding the hardware and software requirements for all business solutions implemented and used by the clients
- Identify the frequently asked questions and their solutions related to business solutions implemented
- Provide products and/or services according to the technical standards
- Related to the business solutions implemented
- Identify and record information communications technology used in the organizational unit
- Identify organizational structure, culture and politics related to support requirements
- Determine the level of support required by each organizational unit
- Establish and maintain client liaison
You are also required to discuss the following:
1. Client Details – the details of the client from each organizational unit
2. Service Provision – the level of service being provided to the client which includes:
- definition – lists details which define to what and when this SLA applies
- responsibilities – what are the responsibilities of both the client and provider in relation to this SLA
- support Method – describes when support services will be provided and what methods will be used to provide this support
- communication Method & Frequency – what method(s) will be used to communicate with the client and how often
- storage of backups – how backups will be stored
- additional services – which additional services will be available and when
3. Review Meeting – when will this occur and who will participate
Your Manager and coordinator have asked you to review the existing information and develop client user liaison documents for all the organisational units discussed in the scenario.
You must use the templates provided below before you provide evidence of how you completed the assessment activities and demonstrated competence in the assessment activities.
| The client user liaison document – Customer service (100-200 words) Answer all the questions: How the organization can support its customers with the business solutions implemented What are the benefits of the business solutions implemented? Discuss the customer service strategies such as Customer experience Social trends Use of technology Discuss the customer service systems, policies and procedures Related to the business solutions implemented Identify and record information communications technology used in the organizational unit Identify organizational structure, culture and politics related to support requirements You must complete this document after thorough consultation with the representative of the customer service organizational unit. |
| The client user liaison document – Technical support (100-200 words) Answer all the questions: What are the hardware and software requirements for all business solutions implemented and used by the clients? Discuss the frequently asked questions and their solutions related to business solutions implemented How the business offer products and/or services according to the technical standards? Related to the business solutions implemented Identify and record information communications technology used in the organizational unit Identify organizational structure, culture and politics related to support requirements You must complete this document after thorough consultation with the representative of the technical support organizational unit. |
You are now required to complete the following assessment activities to demonstrate your competence in this unit of competency.
- Determine support areas
- establish and document procedures for providing the required support
- identify information and communications technology (ICT) skill requirements
When conducting the meeting, you are required to:
The team member will:
After the meeting, you are then required to:
Meeting agenda template:
| Date/Time: | |||
| Location: | |||
| Chairperson: | |||
| Meeting Attendees: Full names and roles | |||
| Agenda Item/Topic | Discussion/Outcomes | Action Officer | Due Date |
| Welcome | |||
| (Agenda item 1) Topic? | |||
| (Agenda item 2) Topic? | |||
| (Agenda item 3) Topic? | |||
| Summary | Overall Summary Decision/s Action/s if any | ||
| Next Meeting time/date | |||
| Meeting closed at: | |||
| Minutes are a true and accurate record of the meeting | Approved/confirmed by whom? |
Meeting minutes template:
| Minutes of Meeting Meeting Objective: Attendees: Venue: Date: | |||
| No. | Points Discussed | Actions Suggested | Target Date |
| Signature of attendee 1: Signature of attendee 2: Signature of attendee 3: Signature of attendee 4: |
Assessment activity 1: Determine support areas
In this assessment activity, you will be required to determine the support areas according to the business solution requirements discussed in the assessment task.
You must read and understand the case study scenario, successfully participate in discussions with the representatives of two organisational units, fill the client user liaison document and then complete this assessment activity.
Related Post:- ICTSAS502 Establish and maintain client user liaison Assessment 1 ICT50220
You will be assessed on the following criteria in this assessment activity:
- Identify and record information communications technology used in the organizational unit
- Defined and identify the stakeholders of the system
- Identify organizational structure, culture and politics related to support requirements
- Determine the level of support required by each organizational unit
- Establish and maintain client liaison
You must complete the template below to demonstrate your competency in this assessment activity:
| Business solutions Describe the business solutions where your clients require you to support them to complete this assessment activity. (50-100 words) |
| How have you identified and recorded information communications technology used in the organizational unit? (One to two sentences) |
| How have you defined and identified the stakeholders of the system? (One to two sentences) |
| How have you identified organizational structure, culture and politics related to support requirements? (One to two sentences) |
| How have you determined the level of support required by each organisational unit? (One to two sentences) |
| How have you established and maintained client liaison? (One to two sentences) |
Assessment activity 2: Develop support procedures
In this assessment activity, you will be required to develop the support procedures according to the business solution requirements discussed in the assessment task.
This activity is in continuation with the previous assessment activity.
You will be assessed on the following criteria in this assessment activity:
- Contact organizational units as required to verify support needs
- Establish procedures for providing required support, including method of contact, frequency of meetings and reporting
- Establish and document procedures for providing the required support
- Document agreed procedures or service level agreement (SLA)
You must complete the template below to demonstrate your competency in this assessment activity:
| Develop support procedures or service level agreement (SLA) Develop the support procedures or service level agreement (SLA) to assist the organizational units. The support procedures or service level agreement (SLA) should include: User responsibilities Your responsibilities Operating hours Flowchart of assistance offered Priority matrix (How have you decided the priority of the requests received from the user) List level of support required Description of any special needs or considerations associated with providing support to this client (50-100 words) |
| How have you contacted the organizational units as required to verify support needs? (One to two sentences) |
| How have you established procedures for providing required support, including method of contact, frequency of meetings and reporting? (One to two sentences) |
| How have you established and documented procedures for providing the required support? (One to two sentences) |
| How have you documented agreed procedures or service level agreement (SLA)? (One to two sentences) |
Assessment activity 3: Assign support personnel
In this assessment activity, you will be required to assign support personnel according to the business solution requirements discussed in the assessment task.
This activity is in continuation with the previous assessment activity.
You will be assessed on the following criteria in this assessment activity:
- Identify ICT skills required to assist each organizational unit with support activities
- Assign appropriate support personnel according to human resource processes
- Verify the availability of selected personnel
- Provide support using agreed procedures
- Obtain feedback from appropriate persons on a regular basis
You must complete the template below to demonstrate your competency in this assessment activity:
| Prepare a schedule Prepare a schedule for providing support to your client. This schedule should identify: The person assigned The period they need to be available The support they will provide Your reason for choosing this person Note: You can assign yourself for this assessment activity but you are still required to complete all aspects of this assessment activity in consultation with your trainer/assessor or the individual assigned to you representing the organisational units. (50-100 words) |
| How have you identified the ICT skills required to assist each organisational unit with support activities? (One to two sentences) |
| How have you verified the availability of selected personnel? (One to two sentences) |
| How have you provided support using agreed procedures? (One to two sentences) |
| How have you obtained feedback from appropriate persons on a regular basis? (One to two sentences) |
Performance Criteria/Performance Checklist
| Your task must address the following performance criteria/ performance checklist. | |||
| To be assessed as satisfactory (S) in this assessment task the participant needs to demonstrate competency in the following critical aspects of evidence | S | N/S | Trainer/Assessor to complete (Comment and feedback to students) |
| Identify ICT skills required to assist each organisational unit with support activities | |||
| Assign appropriate support personnel according to human resource processes | |||
| Verify the availability of selected personnel | |||
| Provide support using agreed procedures | |||
| Obtain feedback from appropriate persons on a regular basis |
| The student’s performance was: | Not satisfactory Satisfactory |
| Feedback to student: | |
| Student signature | |
| Observer signature |
The End