Unit of competency Outline

Date retreived
23/07/2026 10:19 AM AWST

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Relate to clients on a business level

Relate to clients on a business level

Unit of competency
National Code
ICTICT413
State Code
AUU41
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
25/03/2015
View on TGA
State Implementation and Classification
Approved Date
16/09/2015
Field of Education
080501 - Sales
Original Release Date
16/09/2015
Nominal Hours
20
Description
This unit describes the skills and knowledge required to formulate, implement, monitor and adjust service level agreements (SLAs).It applies to individuals who are competent in a wide range of general information and communications technologies (ICT) 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.
Notes
Elements and Performance Criteria
1. Prepare for development of SLA
  • 1.1 Research organisational service standards, values and culture in order to understand the organisational environment
  • 1.2 Investigate and document the goods and services provided by the organisation
  • 1.3 Review current service level agreements (SLAs) if appropriate
2. Develop SLA for consultation
  • 2.1 Research client service needs and preferred level of service
  • 2.2 Determine level of service to be provided to the client
  • 2.3 Develop a draft SLA for the client that incorporates quality, time, target performance and cost specifications
3. Negotiate client support service
  • 3.1 Conduct a session with the client and present the draft SLA in a clear, concise and comprehensive manner
  • 3.2 Present proposed cost and timeframes to the client
  • 3.3 Negotiate terms with client and record alterations if required
  • 3.4 Clarify areas of uncertainty or disagreement
  • 3.5 Document terms of service negotiated with client, and refer document to appropriate person for approval and feedback
4. Monitor, adjust and implement procedures to maintain client focus
  • 4.1 Assess progress in achieving client support service targets, using organisational systems and procedures
  • 4.2 Gather client feedback to improve the provision of client support services where appropriate
  • 4.3 Make adjustments to client support service based on client feedback and in line with organisational guidelines
  • 4.4 Document changes to SLA and report changes to appropriate person
No information
No information
Replaces
State Code National Code Title Type
D7875 ICAICT413A Relate to clients on a business level Unit of competency
Replaced By
State Code National Code Title Type
OBU18 ICTICT440 Develop service level agreements Unit of competency