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Unit of competency details

ICTSAS502 - Establish and maintain client user liaison (Release 1)

Summary

Usage recommendation:
Current
Mapping:
MappingNotesDate
Supersedes and is equivalent to ICASAS502A - Establish and maintain client user liaisonUpdated to meet Standards for Training Packages 24/Mar/2015

Release Status:
Current
Releases:
ReleaseRelease date
1 1 (this release) 25/Mar/2015


Qualifications that include this unit

CodeSort Table listing Qualifications that include this unit by the Code columnTitleSort Table listing Qualifications that include this unit by the Title columnRelease
ICT50115 - Diploma of Information TechnologyDiploma of Information Technology1-2 
ICT50415 - Diploma of Information Technology NetworkingDiploma of Information Technology Networking1-2 
ICT50715 - Diploma of Software DevelopmentDiploma of Software Development
ICT50318 - Diploma of Information Technology Systems AdministrationDiploma of Information Technology Systems Administration
ICT50818 - Diploma of Systems Analysis and DesignDiploma of Systems Analysis and Design
ICT50515 - Diploma of Database Design and DevelopmentDiploma of Database Design and Development1-3 
ICT50118 - Diploma of Information TechnologyDiploma of Information Technology
ICT50220 - Diploma of Information TechnologyDiploma of Information Technology
ICT50718 - Diploma of Software DevelopmentDiploma of Software Development
ICT50120 - Diploma of Information TechnologyDiploma of Information Technology1-2 
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Classifications

SchemeCodeClassification value
ASCED Module/Unit of Competency Field of Education Identifier 080501 Sales  

Classification history

SchemeCodeClassification valueStart dateEnd date
ASCED Module/Unit of Competency Field of Education Identifier 080501 Sales  30/Jul/2015 
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Unit Of competency

Modification History

Release 

Comments 

Release 1

This version first released with ICT Information and Communications Technology Training Package Version 1.0.

Application

This unit describes the skills and knowledge required to establish and maintain client user liaison in an information and communications technology (ICT) environment, post support implementation. This occurs after the business critical functions have been determined.

It applies to individuals who are responsible for system and business analysis and administration, and liaising with clients to ensure that their requirements are fully met.

No licensing, legislative or certification requirements apply to this unit at the time of publication.

Unit Sector

Systems administration and support

Elements and Performance Criteria

ELEMENT 

PERFORMANCE CRITERIA 

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Determine support areas

1.1 Identify and record information communications technology used in the organisational unit

1.2 Identify stakeholders of the system

1.3 Identify organisational structure, culture and politics related to support requirements

1.4 Determine the level of support 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 reporting

2.3 Document agreed procedures or service level agreement (SLA)

3. Assign support personnel

3.1 Identify ICT 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 appropriate persons on a regular basis

Foundation Skills

This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.

Skill 

Performance Criteria 

Description 

Reading

1.1-1.3, 3.1

  • Comprehends textual information and numerical data to determine and adhere to required actions

Writing

1.1, 2.1, 2.3, 3.3, 3.5

  • Records key information in the required format and layout, and develops material to a specific audience using clear and detailed language to convey explicit information, requirements and recommendations

Oral Communication

2.1, 3.3, 3.5

  • Uses appropriate language, tone and pace to interact effectively with others, and listening and questioning techniques to obtain feedback relevant to the task

Navigate the world of work

3.2, 3.4

  • Takes full responsibility for following policies, procedures and legislative requirements, and identifies organisational implications of new legislation or regulation
  • Seeks to improve policies and procedures to better meet organisational goals

Interact with others

2.1, 3.2, 3.3, 3.5

  • Implements strategies for a diverse range of colleagues and clients to build rapport and foster strong relationships
  • Influences and fosters a collaborative culture, and facilitates a sense of commitment and workplace cohesion

Get the work done

1.4, 2.1, 2.2, 3.4, 3.5

  • Plans strategic priorities and outcomes within a flexible, efficient and effective context in a diverse environment exposed to competing demands
  • Gathers and analyses data and seeks feedback to improve plans and processes
  • Addresses complex problems involving multiple variables, using formal analytical, lateral thinking techniques, experience and knowledge to focus in on the root cause

Unit Mapping Information

Code and title 

current version 

Code and title 

previous version 

Comments 

Equivalence status 

ICTSAS502 Establish and maintain client user liaison

ICASAS502A Establish and maintain client user liaison

Updated to meet Standards for Training Packages

Equivalent unit

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=a53af4e4-b400-484e-b778-71c9e9d6aff2

 

Assessment requirements

Modification History

Release 

Comments 

Release 1

This version first released with ICT Information and Communications Technology Training Package Version 1.0.

Performance Evidence

Evidence of the ability to:

  • establish and maintain client liaison
  • establish and document procedures for providing required support
  • identify information and communications technology (ICT) skill requirements
  • assign appropriate support personnel.

Note: Evidence must be provided in at least TWO ICT environments.

Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

  • specify adequate response times for providing services
  • analyse the role of stakeholders in the organisation, and their level of dependence on ICT infrastructure
  • explain the capabilities of a range of ICT devices
  • research and evaluate current industry accepted hardware and software products
  • identify and describe equipment that is vital in supplying business critical services, including:
  • internet file transaction security for client accounts
  • web server for e-business
  • describe in detail the areas related to the organisation’s services and the ICT system functionality required to supply the essential and desirable services to the organisation
  • describe the quality assurance practices relating to the supplied service and service level agreements (SLAs)
  • analyse the role of ICT in the client's business domain
  • identify and describe server types to provide:
  • application
  • backup
  • email
  • firewall
  • proxy
  • web.

Assessment Conditions

Gather evidence to demonstrate consistent performance in conditions that are safe and replicate the workplace. Noise levels, production flow, interruptions and time variances must be typical of those experienced in the systems administration and support field of work, and include access to:

  • special purpose tools, equipment and materials
  • industry software packages
  • agreed procedures or SLAs
  • documented support requirements
  • technical records and documentation.

Assessors must satisfy NVR/AQTF assessor requirements.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=a53af4e4-b400-484e-b778-71c9e9d6aff2