Elements and Performance Criteria

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.

May exist for many different infrastructure services, including communications carriers, ISPs, ASPs and SLAs for vendor products.
SLAs should consider business processes and requirements, clearly specify and quantify service levels, identify evaluation or audit of service levels. May include workload and performance considerations, expectations regarding servicing, penalties, and charge back to business units.

personal use of emails and internet access
content of emails
downloading information and accessing particular websites
opening mail with attachments
virus risk
dispute resolution
document procedures and templates
communication methods
financial control mechanisms

internal departments
external organisations
individual people
internal employees

supervisor
teacher
authorised business representative
client

hardware and software components that run a computer

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential:

Assessment must confirm the ability to formulate and implement service-level agreements to encourage clients to engage in further business. Assessment must confirm the ability to successfully negotiate client support service provision and satisfy client requirements for client support service within quality, time, target performance and cost parameters.

To demonstrate competency in this unit the following resources will be needed:

Service-level agreement

Context of and specific resources for assessment
The demonstration of this competency requires breadth, depth and complexity of knowledge and skills which would prepare a person to relate to clients at a business level.
Operations must be in accordance with organisational polices and procedures.
Understanding client needs should be done under competent supervision where there is a clearly defined range of contexts for negotiating service-level agreements and resultant contracts.
The breadth, depth and complexity of knowledge and skills in this competency would cover a broad range of varied activities or application in a wider variety of contexts most of which are complex and non-routine. Leadership and guidance would be involved when organising activities of self and others as well as contributing to technical solutions of a non-routine or contingency nature.

Assessment must ensure:

Performance of a broad range of skilled applications including the requirement to evaluate and analyse current practices, develop new criteria and procedures for performing current practices and provision of some leadership and guidance to others in the application and planning of the skills would be characteristic.
Applications may involve responsibility for, and limited organisation of, others.

Method of assessment
The purpose of this unit is to define the standard of performance to be achieved in the workplace. In undertaking training and assessment activities related to this unit, consideration should be given to the implementation of appropriate diversity and accessibility practices in order to accommodate people who may have special needs. Additional guidance on these and related matters is provided in ICA05 Section 1.
Competency in this unit should to be assessed using summative assessment to ensure consistency of performance in a range of contexts. This unit can be assessed either in the workplace or in a simulated environment. However, simulated activities must closely reflect the workplace to enable full demonstration of competency.
Assessment will usually include observation of real or simulated work processes and procedures and/or performance in a project context as well as questioning on underpinning knowledge and skills. The questioning of team members, supervisors, subordinates, peers and clients where appropriate may provide valuable input to the assessment process.

Guidance information for assessment

The interdependence of units for assessment purposes may vary with the particular project or scenario. Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

ICAA4041C Determine and confirm client business expectations and needs
ICAW4026B Coordinate and maintain work teams

An individual demonstrating this competency would be able to:

Demonstrate understanding of a broad knowledge base incorporating some theoretical concepts
Apply solutions to a defined range of unpredictable problems
Identify and apply skill and knowledge areas to a wide variety of contexts, with depth in some areas
Identify, analyse and evaluate information from a variety of sources
Take responsibility for own outputs in relation to specified quality standards
Take limited responsibility for the quantity and quality of the output of others

Additionally, an individual demonstrating this competency would be able to:

Demonstrate relevant understanding of client needs in line with procedures related to client business domain
Apply known solutions to a variety of predictable client business needs that require some discretion
Interpret available client information using discretion and judgement
Take responsibility for outputs in managing client outcomes
Maintain knowledge of industry products and services