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.

SLAsmay include:
consideration of business processes and requirements, clearly specified and quantified service levels, and evaluation or audit of service levels
SLAs for many different infrastructure services, including communications carriers, internet service providers (ISPs), active server pages (ASPs) and for vendor products
workload and performance considerations
expectations regarding servicing, penalties and charge back to business units.
Client may include:
external organisations
internal departments
individuals
internal employees.
Appropriate person may include:
authorised business representative
client
supervisor.
Systems may include:
hardware and software components that run a computer.
Organisational guidelines may include:
communication methods
content of emails
dispute resolution
document procedures and templates
downloading information and accessing particular websites
financial control mechanisms
opening mail with attachments
personal use of emails and internet access
virus risk.

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 ability to:
negotiate client support service provision
formulate and implement service level agreements
meet client requirements for support service within quality, time, target performance and cost parameters.
Context of and specific resources for assessment
Assessment must ensure access to:
organisational policies, procedures and SLAs for the IT industry
contexts for negotiating SLAs and contracts
current IT hardware and software products.
Where applicable, physical resources should include equipment modified for people with special needs.
Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
direct observation of candidate’s presentation of a draft service level agreement
review of candidate’s documented terms of service as negotiated with a client
verbal and written questioning to assess candidate’s knowledge of business practices, such as change management and planning processes.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, where appropriate.
Assessment processes and techniques must be culturally appropriate, and suitable to the communication skill level, language, literacy and numeracy capacity of the candidate and the work being performed.
Indigenous people and other people from a non-English speaking background may need additional support.
In cases where practical assessment is used it should be combined with targeted questioning to assess required knowledge.