Unit of competency Outline

Date retreived
22/07/2026 8:02 PM AWST

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Develop service level agreements

Develop service level agreements

Unit of competency
National Code
ICTICT440
State Code
OBU18
TGA Status
Current
DTWD Status
Approved
Current Release Number
1.00
Current Release Date
21/07/2020
View on TGA
State Implementation and Classification
Approved Date
15/01/2021
Field of Education
080501 - Sales
Original Release Date
15/01/2021
Nominal Hours
35
Description
This unit describes the skills and knowledge required to formulate, implement, monitor and adjust service level agreements (SLAs).It applies to individuals who work in the Information and Communications Technologies (ICT) industry 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 service level agreements (SLAs)
  • 1.1 Determine organisational service standards, values and culture
  • 1.2 Identify and categorise goods and service offerings provided by the organisation
  • 1.3 Identify and determine existing SLAs
2. Develop SLA for consultation
  • 2.1 Identify service needs and service level according to organisational requirements
  • 2.2 Identify any other SLA requirements
  • 2.3 Develop and document draft SLA according to organisational policies, procedures and guidelines
3. Negotiate client support service
  • 3.1 Seek and respond to draft SLA feedback from required personnel
  • 3.2 Present proposed cost and timeframes and respond to feedback from required personnel
  • 3.3 Negotiate terms of proposed SLA and respond to feedback from required personnel
  • 3.4 Document and lodge SLA agreement according to organisational policies and procedures
4. Adjust and finalise SLA procedures
  • 4.1 Determine compatibility of SLA to organisational requirements, policies and procedures
  • 4.2 Seek and respond to SLA compatibility feedback from required personnel
  • 4.3 Determine and implement any adjustments to organisational support according to organisational requirements
  • 4.4 Document any changes to SLA and lodge document according to organisational policies and procedures
No information
No information
Replaces
State Code National Code Title Type
AUU41 ICTICT413 Relate to clients on a business level Unit of competency
State Code National Code Title Type
BFF9 ICT40120 Certificate IV in Information Technology Qualification