Modification History
Not Applicable
Unit Descriptor
Unit descriptor |
This unit defines the competency required to establish and maintain client user liaison in an IT environment, post implementation. This occurs after the business critical functions have been determined. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication. |
Application of the Unit
Application of the unit |
Licensing/Regulatory Information
Refer to Unit Descriptor
Pre-Requisites
Prerequisite units |
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Employability Skills Information
Employability skills |
This unit contains employability skills. |
Elements and Performance Criteria Pre-Content
Elements describe the essential outcomes of a unit of competency. |
Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide. |
Elements and Performance Criteria
ELEMENT |
PERFORMANCE CRITERIA |
1. Determine support areas |
1.1. Identify and record information technology used in the organisational unit 1.2. Identify stakeholders of the system 1.3. Identify organisational structure, culture and politics in relation to support requirements 1.4. Determine what level of support is required by each organisational unit |
2. Develop support procedures |
2.1. Contact organisational units, as required, to verify support needs 2.2. Establish procedures for providing required support, including method of contact, frequency of meetings and reports 2.3. Document agreed procedure (service -level agreement ) |
3. Assign support personnel |
3.1. Identify IT skills required to assist each organisational unit with support activities 3.2. Assign personnel according to human resource processes 3.3. Verify availability of selected personnel 3.4. Provide support using agreed procedures 3.5. Obtain feedback from the appropriate person on a regular basis |
Required Skills and Knowledge
REQUIRED SKILLS AND KNOWLEDGE |
This section describes the skills and knowledge required for this unit. |
Required skills |
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Required knowledge |
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Evidence Guide
EVIDENCE GUIDE |
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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. |
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Overview of assessment |
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Critical aspects for assessment and evidence required to demonstrate competency in this unit |
Evidence of the following is essential:
To demonstrate competency in this unit the learner will require access to:
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Context of and specific resources for assessment |
The demonstration of this competency is most relevant in the post-implementation phase of a project when the allocation of personnel and specification of support activities is most prominent. This competency articulates and addresses the elements and steps that need to be carried out, in order to establish a more formalised approach to post-implementation support. It emphasises the three-way interrelationship between the user client, support staff and equipment. The breadth, depth and complexity covering planning and initiation of alternative approaches to skills or knowledge applications across a broad range of technical and/or management requirements, evaluation and coordination would be characteristic. The demonstration of competency may also require self-directed application of knowledge and skills, with substantial depth in some areas where judgement is required in planning and selecting appropriate equipment, services and techniques for self and others. Assessment must ensure:
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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.
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Guidance information for assessment |
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended. An individual demonstrating this competency would be able to:
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Range Statement
RANGE STATEMENT |
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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. |
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Stakeholders may include: |
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Human resource processes may include but is not limited to: |
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Service -level agreement |
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System may include but is not limited to: |
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Appropriate person may include: |
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Unit Sector(s)
Unit sector |
Support |
Co-requisite units
Co-requisite units |
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Competency field
Competency field |