|Details of Assessment|
|Term and Year||Time allowed|
|Assessment No||2 of2||Assessment Weighting||50%|
|Assessment Type||Knowledge Questions and Case Study|
|Details of Subject|
|Qualification||ICT60220 Advanced Diploma of Information Technology|
|Subject Name||Business Relationships|
|Details of Unit(s) of competency|
|Unit Code (s) and Names||ICTICT608 Interact with clients on a business level|
|Details of Student|
|Student Declaration: I declare that the work submitted is my own and has not been copied or plagiarised from any person or source. I acknowledge that I understand the requirements to complete the assessment tasks. I am also aware of my right to appeal. The feedback session schedule and reassessment procedure were explained to me.||Student’s
|Details of Assessor|
|Assessment Result||Competent Not Yet Competent||Marks||/50|
|Feedback to Student
Progressive feedback to students, identifying gaps in competency and comments on positive improvements:
|Assessor Declaration: I declare that I have conducted a fair, valid, reliable and flexible assessment with this student.
Student attended the feedback session.
Student did not attend the feedback session.
|Purpose of the Assessment|
|The purpose of this assessment is to assess the student in the following learning outcomes:||Competent ©||Not Yet Competent
|Knowledge Evidence: BSBTWK502 Manage team effectiveness|
|Knowledge of change management.|
|Knowledge of information gathering techniques to collect ICT client feedback.|
|Knowledge of planning process related to ICT business solution.|
|Knowledge of annual and project progress report.|
|Knowledge of hardware and software that are widely used in the ICT industry and related to client services and support.|
|Knowledge of features and capabilities of hardware and software products.|
|Knowledge of vendor information related to Cisco Meraki MX64 product.|
|Knowledge of legal principals of services level agreements and commercial contracts related to ICT business.|
|Knowledge of policies, procedures and plans related to ICT business.|
|Knowledge of conducting negotiations.|
|Knowledge to understand the organisational environment.|
|Knowledge to identify the goods and services provided by the organisation.|
|Knowledge to identify ICT client needs.|
|Knowledge to identify future opportunities related to ICT sector|
|Performance Criteria: ICTICT608 Interact with clients on a business level|
|1. Review client’s business domain|
|1.1 Research organisational service standards, values and culture 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 new business with client|
|2.1 Research client service needs and preferred level of service|
|2.2 Research opportunities for new business with client|
|2.3 Develop draft proposals to cover these new initiatives|
|3. Negotiate new business initiatives|
|3.1 Conduct a session with the client to present the new opportunities|
|3.2 Present proposals to the client in a clear, concise and comprehensive manner|
|3.3 Present proposed cost and timeframes to the client|
|3.4 Negotiate terms with the client and record alterations if required|
|3.5 Clarify areas of uncertainty or disagreement|
|3.6 Document agreement negotiated with the client|
|4. Monitor, adjust and implement procedures to maintain client focus|
|4.1 Assess progress in achieving new client initiatives|
|4.2 Gather client feedback to improve the proposals|
|4.3 Adjust service provided to the client based on client feedback and in line with organisational guidelines|
|4.4 Document changes to new provisions|
|Assessment/evidence gathering conditions|
|Each assessment component is recorded as either Competent © or Not Yet Competent (NYC). A student can only achieve competence when all assessment components listed under “Purpose of the assessment” section are recorded as competent. Your trainer will give you feedback after the completion of each assessment. A student who is assessed as NYC (Not Yet Competent) is eligible for re-assessment.|
|Resources required for this Assessment|
|Instructions for Students|
|Please read the following instructions carefully
· This assessment must be completed In class At home
· The assessment is to be completed according to the instructions given by your assessor.
· Feedback on each task will be provided to enable you to determine how your work could be improved. You will be provided with feedback on your work within two weeks of the assessment due date. All other feedback will be provided by the end of the term.
· Should you not answer the questions correctly, you will be given feedback on the results and your gaps in knowledge. You will be given another opportunity to demonstrate your knowledge and skills to be deemed competent for this unit of competency.
· If you are not sure about any aspect of this assessment, please ask for clarification from your assessor.
· Please refer to the College re-assessment for more information (Student handbook).
|1||Knowledge Question 1||/3|
|2||Knowledge Question 2||/3|
|3||Knowledge Question 3||/3|
|4||Knowledge Question 4||/3|
|5||Knowledge Question 5||/3|
|6||Knowledge Question 6||/3|
|7||Knowledge Question 7||/3|
|8||Knowledge Question 8||/3|
|9||Knowledge Question 9||/3|
|10||Knowledge Question 10||/3|
Purpose of the assessment
This assessment task is designed to evaluate student’s knowledge and skills essential to interact with clients at a management level.
- Knowledge of change management.
- Knowledge of information gathering techniques to collect ICT client feedback.
- Knowledge of planning process related to ICT business solution.
- Knowledge of annual and project progress report.
- Knowledge of hardware and software that are widely used in the ICT industry and related to client services and support.
- Knowledge of features and capabilities of hardware and software products.
- Knowledge of vendor information related to Cisco Meraki MX64 product.
- Knowledge of legal principals of services level agreements and commercial contracts related to ICT business.
- Knowledge of policies, procedures and plans related to ICT business.
- Knowledge of conducting negotiations.
- Knowledge to understand the organisational environment.
- Knowledge to identify the goods and services provided by the organisation.
- Knowledge to identify ICT client needs.
- Knowledge to identify future opportunities related to ICT sector
- Skills to use open questioning and effective listening techniques to elicit information, clarify requirements and conduct effective negotiations
- Skills to use appropriate vocabulary, grammatical structure, voice tone, body language and reflective responses to build business relationships and present proposals.
- Skills to discuss the products and services provided by the RTO
- Skills to discuss given service level agreement and ask questions related to installation downtime and internet services provider
- Skills to understand the RTO values, culture and service standards
- Skills to discuss the client needs and what kind of service required from the vendor
- Skills to identify and discuss the new solutions that meet client requirements.
- Skills to develop a draft proposal according to the meeting discussion.
- Skills to use develop a PowerPoint presentation based on business proposal.
- Skills to update the proposal after the negotiation.
- Skills to implement the proposal given to the client
- Skills to collect client feedback, adjust the services and update the final document.
Part A – Writing Questions
- Written Questions
Assessment task description:
- The Knowledge Test is comprised of 10 written questions.
- You must respond to all questions and submit them to your Trainer/Assessor.
- This knowledge test is untimed and are conducted as open book tests (this means you are able to refer to your textbook during the test).
- You must read and respond to all questions.
- You may handwrite/use computers to answer the questions.
- You must complete the task independently.
- As you complete this assessment taskyou are predominately demonstrating your written skills and knowledge to your trainer/assessor.
Instructions for answering written questions:
- Complete a written assessment consisting of a series of questions.
- You will be required to correctly answer all the questions.
- Do not start answering questions without understanding what is required from you. Read the questions carefully and critically analyse them for a few seconds, this will help you to identify what is really
- Your answers must demonstrate an understanding and application of relevant concepts, critical thinking, and good writing skills.
- Be concise to the point and write answers according to the given word-limit to each question and do not provide irrelevant information. Be careful, quantity is not quality.
- When you quote, paraphrase, summaries or copy information from the sources you are using to write your answers/research yourwork, you must always acknowledge the source.
Answer the following questions.
1.1 What is change management? Answer in 25-50 words.
1.2 Explain the importance of change management. Answer in 50-100 words.
Explain three (3) information gathering techniques to collect ICT client feedback. Write your answer in 250-300 words.
Answer the following questions:
3.1 Briefly explain the planning process related to an ICT business. Answer in 50-100 words.
3.2 Provide an example of the planning process related to an ICT business solution. Answer in 150-250 words.
What process you will follow in the preparation of the following reports. Answer in 350-500 words.
4.1 Annual report
4.2 Project progress report
Answer the following questions:
5.1 Write two (2) hardware and two (2) software that are widely used in the ICT industry and related to client services and support.
5.2 Write two (2) features and two (2) capabilities of each hardware and software product identified in the previous question.
Write vendor information related to the Cisco Meraki MX64 product. Answer in 200-300 words.
Write vendor instructions for operation precautions related to the bizhub printer. Answer in 250-350 words.
List and explain three (3) legal principals of services level agreements and commercial contracts related to an ICT business. Answer in 200-300 words.
Briefly explain the following policies, procedures and plans related to an ICT business.
- Contractor policy and procedure
- Customer service policy and procedure
- Project management plan
- Risk management plan
Answer in 50-100 words for each
10.1 What is negotiation and why is it important? Answer in 50-70 words.
10.2 Explain the process to build business relationships with a client. Answer in 150-200 words
Part B – Case Study Scenario
ABC technology is an IT support company in Melbourne. The company provides level 1,2 and 3 support to small and medium size organisations in Melbourne. The company also provides a range of services including hardware and software installation, data backup and restore, monitoring network performance, setup of a new LAN or WAN network and updating or extending the existing network.
The company has 10 staff including the manager and director.
You (James) are working as an IT manager and you have the following responsibilities:
- Provide Level 1, 2 and 3 support
- Monitor client server performance
- Install hardware and software (If required)
- Setup LAN, WAN and wireless network
- Troubleshoot the ICT issues
- Follow client WHS policies and procedures and other policies and procedures
- Report to the management and clients
- Review client complaints
- Support team members
- Report to higher management
- Manage IT team
- Support and mentor the team
Devon Technical College has contacted your organisation to solve their IT related business.
Devon Technical College is a private Registered Training Organisation (RTO) with a campus based in Western Melbourne. It offers over 40 certificate and diploma level qualifications in the Vocational Education and Training (VET) sector for a large number of subject areas including business, community services, education, information technology, health, hospitality, and many others.
Students select from one of two study shifts (morning or afternoons) to undertake study which is self-directed in nature or trainer led, and to undertake assessments. With the self-directed courses, trainers/assessors are on hand to handle student’s queries, while other courses are trainer led.
There are currently 450 students that attend the institute across a wide range of classrooms.
RTO organisational environment:
Culture, values and service standards
- Passion for providing quality education to the students
- Customer centric approach
- Respect each and every person including staff, students and third parties
- Integrity and honesty
- Open and respectful with others and dedicated to making them better.
- Support the other team member and create a collaborative environment
- All the inquiry will be answered in 48 hours
- All the complaints will be act within three business days
Service level agreement related to ICT products and services – (ICT products including but not limited to hardware, software, IT services, Internet, Internet service provider)
- All the installation of hardware must be informed at least five working days
- Before the installation vendor must inform the potential downtime so client can inform the stakeholders
- All the major hardware and software update must be done during off peak hours
- Vendor will repair or replace the hardware if any fault occurs
- Data backup must be taken every three hours
- Internet must be available all the time
- Vendor will pay 10% for more than one-hour potential downtime, It will increase by 10% every hour.
RTO has existing ICT network and has the following hardware and software:
- Windows server
- Windows 10 for workstation
- Dell computer
- All the computer has minimum 16 GB RAM, 2TB HDD and Core I9 processor.
- LAN (2 switches, 2 router)
- WAN (1 router)
- Wireless network (Wi-Fi for all the staff, students and visitors, 3 access points)
RTO wants to set-up a new fully functional computer lab for the information technology students and RTO has following requirements:
- 10 computers (minimum requirements – good speed)
- Local area network (LAN)
- Wide area network (WAN) (Connected with the internet)
- All the computers must be connected with LAN
- Wants to reduce the operating cost
Corporate purchasing procedures
- All the order must be signed off by IT manager
- Account will pay the invoice after the confirmation from IT manger
- IT desktop support officer will order relevant hardware and software
- IT desktop support officer will contact the vendor
- IT desktop support officer will receive the order and install to the relevant client’s location
- All the staff must follow client WHS and other relevant procedures
- You must clean the worksite after the installation
- Do not take any device or information from client organisation
- You must act professionally
- Provide clear information and guidelines to the client
- Follow vendor licensing procedure
- Only install licence product
Organisation policies and procedures:
Hardware collections policy and procedure
- Only IT staff can collect the hardware
- IT staff need to check all the hardware components according to purchase order
- Check all the devices are included according to the vendor instruction
- Update the IT resources register
- If any issues in hardware, then needs to contact relevant vendor and arrange replacement with any major issues or outage
- Contact IT manager if network will have any issue including downtime
|WHS Process and procedures|
The purpose of this policy is to show the commitment of the organisation to ensure the health & safety of its employees, contractors and visitors by removing, reducing or minimising the risks to health and safety, so far as is reasonably practicable as per the NSW WHS Act 2011 and WHS Regulation 2011.
· Management is responsible for providing and maintaining:
· a safe working environment
· safe systems of work
· plant and substances in safe condition
· facilities for the welfare of all workers
· any information, instruction, training and supervision needed to make sure that all workers are safe from injury and risks to their health
· a commitment to consult and co-operate with workers in all matters relating to the health and safety in the workplace
· ensure that all employees observe safe working practices, adhere to policies and procedures
· a commitment to continually improve our performance through effective safety management.
· comply with WHS Legislation, Regulations and relevant Australian Standards.
· Each worker (employees) has an obligation to:
· comply with safe work practices, with the intent of avoiding injury to themselves and others and damage to plant and equipment
· take reasonable care of the health and safety of themselves and others
· wear personal protective equipment and clothing where necessary
· comply with any direction given by management for health and safety
· not misuse or interfere with anything provided for health and safety
· report all accidents and incidents on the job immediately, no matter how trivial
· report all known or observed hazards to their supervisor or manager.
Visitors are required to comply with all the organisation’s policies and procedures whilst on the premises and report all accidents and incidents to the relevant employee as soon as reasonably practicable. In the event of an emergency, the visitor must follow the emergency evacuation procedures.
WHS responsibilities of ICT staff
· Make sure all the electric equipment’s must be turn off during the installation of computer.
· Do not lift heavy equipment’s like printer by yourself
· Make sure all the cables that used in the installation and connection are not hazardous
· Do not use broken cables
· Clean the worksite after the completion of the task
Risk Assessment and Hazard Identification
The organisation will ensure that it will undertake ongoing comprehensive hazard identification and risk assessments of all The RTO’s operations including offices and campus. Hazard identification, risk assessment and elimination and control implementation will be undertaken at the beginning of each activity to ensure that:
· Any foreseeable hazards that may arise in the workplace can be identified;
· The risk of harm arising from identified hazards can be assessed;
· Hazards can be eliminated where possible, or if this is not reasonably practicable, safety controls can be implemented to reduce the risk to as low as reasonably practicable; and
· Monitor and review the effectiveness and efficiency of controls.
The organisation will ensure that WHS inspections of each work area will be conducted on a quarterly basis and a Risk Assessment/Hazard Identification form will be completed.
Activity 1: Meeting with client
You need to read and understand the above given scenario prior to attempting this activity.
In this activity, you need to conduct a meeting with the client to understand the RTO environment, products and services provided by the RTO, understand client needs and discuss the services requirements you need to provide.
You will act as a James (IT Manager of ABC technology) and your trainer will act as a client (RTO manager).
RTO manager (Trainer/assessor) will explain the RTO environment including culture, values and service standards and discuss the services level agreement.
You need to discuss the following with RTO manager:
- Discuss the products and services provided by the RTO
- Discuss the service level agreement and ask questions related to installation downtime and internet services provider
- Understand the RTO values, culture and service standards
- Discuss the client needs and what kind of service is required from the vendor
- Identify and discuss any new solutions that meet client requirements
You need to complete the following meeting minutes and submit them to your trainer/assessor.Your trainer will observe you during the activity and complete the following observation checklist.
Meeting minutes template:
|Minutes of Meeting
|No.||Points Discussed||Actions Suggested||Target Date|
|Signature of attendee 1: Signature of attendee 2:
Signature of attendee 3: Signature of attendee 4:
Activity 2: Develop a draft proposal
This activity is a continuation from the previous activity.In this activity you need to develop a draft proposal according to the meeting discussion you had with the RTO manager in the previous activity.
Your draft proposal must include:
- Overview of the client
- Organisation values, culture and service standards
- Products and services provided by the client
- Service level agreement requirements
- Services and/or products required by the client
- Level of services required by the client
- Define new business opportunities including cost and timeframe (You need to provide at least two solutions)
You also need to complete the given template and submit to your trainer/assessor.
Template for draft proposal
|Draft proposal for Devon Technical College|
|Organisation Name||Devon Technical college|
|Contact Name||James||Address||Melbourne West|
|Organisation values, culture and service standards:
|Products and services provided by the client:
|Service level agreement requirements:
|Services and/or products required by the client
|Level of services required by the client
|Define new business opportunities (You need to provide at least two solutions)
Activity 3 – Project
This assessment task is in continuation with activity 2. This assessment task is divided into following four (4) activities:
- Activity 3.1: Develop a PowerPoint presentation and present it to the client.
- Activity 3.2: Update the proposal after the negotiation.
- Activity 3.3: Implement a new solution.
- Activity 3.4: Gather client feedback, adjust the services and document the changes.
Activity 3.1: Develop a PowerPoint presentation and present it to the client
You need to develop a PowerPoint presentation based on the business proposal prepared.
Your presentation must cover the following information:
- Client ‘s requirements
- Business opportunity
- Benefits from the solutions
- Cost and timeframe for the solutions
- How to reduce the energy cost
You need to create 8-10 PowerPoint slides.
Once you have developed the PowerPoint, you need to present the PowerPoint to the client.
Your client (trainer/assessor) will not agree with the given timeline and he wants to complete this project within 2 weeks, and he wants you to add their antivirus on the server within the provided cost.
You need to negotiate the timeline and antivirus installation cost with the client. You need to negotiate in a professional manner, and you need to listen to the client requirements and then provide a solution/s. Your presentation must be clear, to the point and detailed enough so the client can understand and make a decision.
You need to deliver the presentation within 10-15 minutes. Your trainer will observe you during the task and complete the following performance checklist.
Activity 3.2: Update the proposal after the negotiation
This activity is a continuation from the previous activity.In this activity, you need to update the proposal prepared in assessment Activity 2 according to the agreed negotiated terms in the previous task.
You need to submit an updated proposal to your trainer/assessor.
Activity 3.3: Implement a new solution
This activity is a continuation from the previous activity.In this activity, you need to implement the proposal given to the client.
Your trainer will provide you the following resources:
- Operating system
- LAN (Local Area Network)
- Internet connection
- Windows Server
- Live network
You need to complete the following task:
- Install the computers
- Connect all the cables and add all the computer in a LAN
- Connect with the Internet
- Update energy saving settings on server
- Test the computer connectivity
- Check the progress according to the prepared proposal
Your trainer will observe you during the activity and complete the following performance checklist.
Activity 3.4: Gather client feedback, adjust the services and document the changes
This activity is a continuation from the previous activity.In this activity, you need to collect client feedback, adjust the services and update the final document.
Part A: You need to discuss with the client, (trainer/assessor) related to implementation of the proposal and collect the feedback by completing the feedback form from the client.
|Client feedback form|
|Overall satisfaction of service
(Scale 1-10, 1- very unsatisfied – 10 very satisfied)
|Would you like our service in the future?||
|How can we improve our service?||
You need to submit completed feedback to the trainer/assessor.
Part B: This part is a continuation from the previous part.
Your client provided feedback that you have not cleaned the worksite as mentioned in the WHS policy, so you need to adjust the service and complete the task. You also need to make final changes in a proposal if required.
- Assignment status: Already Solved By Our Experts
- (USA, AUS, UK & CA PhD. Writers)
- CLICK HERE TO GET A PROFESSIONAL WRITER TO WORK ON THIS PAPER AND OTHER SIMILAR PAPERS, GET A NON PLAGIARIZED PAPER FROM OUR EXPERTS