Establish and maintain client user liaison

This unit describes the performance outcomes, skills and knowledge required to establish and maintain client user liaison in an information communications technology (ICT) environment, post support implementation. This occurs after the business critical functions have been determined.

Assessment is a process where the knowledge and skills that you have gained is collected and compared against Information and Communications Technology Training Package competencies. An assessment is then made as to whether or not you are ‘competent'. It is important that each person trained in information and communications technology is able to demonstrate competency and this tool will help you do so.

What does it mean to be competent?

Being competent means that you:
- Know how to perform your job in a way which is consistent with industry standards and expectations
- Are able to manage a range of different tasks at any one time
- Are able to apply problem solving skills
- Can source, understand and apply relevant legislation and organisational policy and procedures
- Can work effectively with others
- Can work safely.

In most cases your assessment will comprise more than one element of assessment in order to fully evaluate your competence. If you are unsure about the assessment process or would like more information about competence, please speak to your trainer or assessor.

1. Determine support areas 1.1 Identify and record information communications technology used in the organisational unit

1.2 Identify stakeholders of the system

1.3 Identify organisational structure, culture and politics related to support requirements

1.4 Determine the level of support is required by each organisational unit

2. Develop support procedures 2.1 Contact organisational units as required to verify support needs

2.2 Establish procedures for providing required support, including method of contact, frequency of meetings and reporting

2.3 Document agreed procedures or service level agreement (SLA)

3. Assign support personnel 3.1 Identify ICT skills required to assist each organisational unit with support activities

3.2 Assign personnel according to human resource processes

3.3 Verify availability of selected personnel

3.4 Provide support using agreed procedures

3.5 Obtain feedback from appropriate persons on a regular basis

Completing the assessment tasks

You will find specific advice at the start of each assessment which will guide you in how to complete the tasks. Make sure that you take the time to read this advice and to clarify the requirements of the task with your trainer or assessor if you are unsure.

General tips

- Always make sure that you are clear about what is expected of you and talk to your trainer or assessor if you have questions.

- It is natural to be nervous when being assessed and, for many people, this is particularly true when being observed. Keep in mind that there is no need to be nervous, your assessor is there to help you demonstrate your skills and to guide you through the assessment process successfully.

- If you have special needs which you should be considered in the context of assessment, please speak to your trainer or assessor.

- In order to complete this assessment and many of the assessments throughout this course, you will need to work with a case study business.

Assessment 2 - Project task

Read the instructions below and complete this part of the assessment. You need to submit your answer to your trainer for assessment via your student portal. Please allow 5 working days for the trainer/assessor to assess your answer. Return to your student portal to review the outcome of this assessment and possible feedback from your trainer/assessor. In case you are required to undertake a Practical task for this unit of competency, it might need to be completed in the classroom on a day allocated to you by your trainer. Please see the Practical Assessment sheet for more information and instructions. Your trainer/assessor will observe you during the practical assessment and inform you about the outcome upon completion of this task.

Task

You have been asked to review the support needs of given case study scenario and to establish a process to provide the support and maintain liaison with the client. To do this, complete the following tasks:

1. Prepare a brief summary of the purpose of the organization unit and the number of staff who work there in the given case study scenario. You can refer to policies, procedures and forms if required for more information about bay side call centre.

2. Prepare a tool to list and describe all of the technology within the unit that may need servicing/support. Use the tool that you have prepared to source and record the relevant details (including stakeholders and servicing/support needs). You can research for the new IT technology that you can put to use in the organization.

3. Set up a meeting with a representative from the organisational unit to verify the support requirement, establish a procedure for providing the required support and to agree on reporting and communication conventions (Your assessor will take the role of the representative from the organization. You will be provided with the meeting schedules where you can meet with your trainer and verify the required). Draft a minutes for the meeting.

Note: As a general rule all the meetings must be held in a professional, equitable, appropriate, effective, inclusive, non-discriminatory and consultative manner. Also the meetings must employ effective questioning techniques and effective listening techniques in order to achieve the outcomes of the task.

4. Use all of the information that you have gathered to draft an SLA and submit it to your client contact for feedback. You can email your draft SLA to your assessor on the email: it@aoi.edu.au

5. Prepare a summary of the feedback received and report on how you have incorporated it into your document.

Assessment 3 - Project task

Read the instructions below and complete this part of the assessment. You need to submit your answer to your trainer for assessment via your student portal. Please allow 5 working days for the trainer/assessor to assess your answer. Return to your student portal to review the outcome of this assessment and possible feedback from your trainer/assessor. In case you are required to undertake a Practical task for this unit of competency, it might need to be completed in the classroom on a day allocated to you by your trainer. Please see the Practical Assessment sheet for more information and instructions. Your trainer/assessor will observe you during the practical assessment and inform you about the outcome upon completion of this task.

Task

In this activity you are asked to assign support personnel to the organisational unit that you worked on in Assessment 2. To do this, complete the following tasks:

1. Identify the ICT personnel skills required to support the organisational unit as defined in the SLA that you prepared in Assessment 2. Prepare job descriptions [One for hardware support and One for Software support] for the position to help in support procedures.

2. Identify the appropriate HR processes to recruit the team that you need and report on how you would apply those processes.

3. Prepare your resume using the resume template to distribute to your classmates.

4. Implement the relevant HR process as identified in Task 2 to select two team members [One for hardware support and One for software support] from amongst your classmates who have the skill set and availability required. Prepare a report summarising the rationale for your selections. You will be provided with the resumes of your classmates by your trainer.

Attachment:- vb.zip