ICTSAS527 Assessments

ICTSAS
527 -
Assessm
Manage
ents
client
problems
1. Student and trainer details
Student details
Full name:
Student ID:
Contact number:
Email address:
Trainer details
Full name:
2. Qualification and unit of competency

Qualification/Course/Program Details
Code:
Name:
Unit of competency
Code: ICTSAS527
Name: Manage client problems
Releases: 1.0
Release date: 21/July/2020
3. Assessment Submission Method

By hand to trainer/assessor By email to trainer/assessor
Online submission via Learning Management System (LMS)
Any other method _________________________________________________
(Please describe here)
4. Student declaration
• I have read and understood the information in the Unit Requirements prior to commencing
this Student Pack
• I certify that the work submitted for this assessment pack is my own. I have clearly
referenced any sources used in my submission. I understand that a false declaration is a
form of malpractice;
• I have kept a copy of this Student Pack and all relevant notes, attachments, and reference
material that I used in the production of this Student Pack;
• For the purposes of assessment, I give the trainer/assessor permission to:
o Reproduce this assessment and provide a copy to another member of staff; and
o Take steps to authenticate the assessment, including communicating a copy of this
assessment to a plagiarism checking service (which may retain a copy of the
assessment on its database for future plagiarism checking).
Student signature: ________________________________
Date: ____/_____/______________
5. Assessment Plan
The student must be assessed as satisfactory in each of the following assessment methods in
order to demonstrate competence in a variety of ways.
Evidence number/ Assessment method/ Type of evidence/ Sufficient evidence
Task number Task name recorded/Outcome
Assessment task 1 Knowledge Test (KT) S / NS (First Attempt)
S / NS (Second Attempt)
Assessment task 2 Project (PT) S / NS (First Attempt)
S / NS (Second Attempt)
Outcome C NYC Date assessed: Trainer signature:
6. Completion of the Assessment Plan
Your trainer is required to fill out the Assessment Plan Outcome records above, when:
• You have completed and submitted all the requirements for the assessment tasks for this
cluster or unit of competency.
• Your work has been reviewed and assessed by your trainer/assessor.
• You have been assessed as either satisfactory or unsatisfactory for each assessment task
within the unit of competency.
• You have been provided with relevant and detailed feedback.
Every assessment has a “Feedback to Student” section used to record the following information.
Your trainer/assessor must also ensure that all sections are filled in appropriately, such as:
• Result of Assessment (satisfactory or unsatisfactory)

• Student name, signature and date
• Assessor name, signature and date
• Relevant and detailed feedback
7. Unit Requirements
You, the student, must read and understand all of the information in the Unit Requirements
before completing the Student Pack. If you have any questions regarding the information, see
your trainer/assessor for further information and clarification.
Pre-Assessment Checklist: Task 1 - Knowledge Test
The purpose of this checklist
The pre-assessment checklist helps students determine if they are ready for assessment. The
trainer/assessor must review the checklist with the student before the student attempts the
assessment task. If any items of the checklist are incomplete or not clear to the student, the
trainer/assessor must provide relevant information to the student to ensure they understand the
requirements of the assessment task. The student must ensure they are ready for the assessment
task before undertaking it.
Section 1: Information for Students
Make sure you have completed the necessary prior learning before attempting this assessment.
Make sure your trainer/assessor clearly explained the assessment process and tasks to be
completed.
Make sure you understand what evidence is required to be collected and how.
Make sure you know your rights and the Complaints and Appeal process.
Make sure you discuss any special needs or reasonable adjustments to be considered during
the assessment (refer to the Reasonable Adjustments Strategy Matrix - Appendix A and negotiate
these with your trainer/assessor).
Make sure that you have access to a computer and the internet (if you prefer to type the
answers).
Make sure that you have all the required resources needed to complete this assessment task.
The due date of this assessment task is in accordance with your timetable.
In exceptional (compelling and compassionate) circumstances, an extension to submit an
assessment can be granted by the trainer/assessor. Evidence of the compelling and
compassionate circumstances must be provided together with your request for an extension to
submit your assessment work.
The request for an extension to submit your assessment work must be made before the due
date.
Section 2: Reasonable adjustments
I confirm that I have reviewed the Reasonable Adjustments guidelines and criteria as
provided in Appendix A and attached relevant evidence as required and select the correct
checkbox.
I do require reasonable adjustment
I do not require reasonable adjustment
Declaration (Student to complete)
I confirm that the purpose and procedure of this assessment task has been clearly explained to
me.
I confirm that I have been consulted about any special needs I might have in relation to the
assessment process.
I confirm that the criteria used for this assessment has been discussed with me, as have the
consequences and possible outcomes of this assessment.
I confirm I have accessed and understand the assessment information as provided in the
Training Organisation’s Student Handbook.
I confirm I have been given fair notice of the date, time, venue and/or other arrangements for
this assessment.
I confirm that I am ready for assessment.
Student Name: ______________________________________
Student Signature: ___________________________________

Assessment method-based instructions and guidelines: Knowledge Test
Assessment type
 Written Questions
Instructions provided to the student:
Assessment task description:
 This is the first (1) assessment task you must successfully complete to be deemed
competent in this unit of competency.
 The Knowledge Test is comprised of five (5) written questions
 You must respond to all questions and submit them to your Trainer/Assessor.
 You must answer all questions to the required level, e.g. provide an answer within the
required word limit, to be deemed satisfactory in this task
 You will receive your feedback within two (2) weeks, and you will be notified by your
Trainer/Assessor when your results are available.
Applicable conditions:
 All knowledge tests are untimed and are conducted as open book assessment (this means
you can refer to your textbook during the test).
 You must read and respond to all questions.
 You may handwrite/use a computer to answer the questions.
 You must complete the task independently.
 No marks or grades are allocated for this assessment task. The outcome of the task will be
Satisfactory or Not Satisfactory.
 As you complete this assessment task, you are predominately demonstrating your written
skills and knowledge to your trainer/assessor.
Resubmissions and reattempts:
 Where a student’s answers are deemed not satisfactory after the first attempt, a
resubmission attempt will be allowed.
 The student may speak to their trainer/assessor if they have any difficulty in completing
this task and require reasonable adjustments.
 For more information, please refer to the Training Organisation’s Student Handbook.
Location:
 This assessment task may be completed in:
a classroom
learning management system (i.e. Moodle),
workplace,
or an independent learning environment.
 Your trainer/assessor will provide you with further information regarding the location for
completing this assessment task.
Instructions for answering the written questions:
 Complete a written assessment consisting of a series of questions.

 You will be required to answer all the questions correctly.
 Do not start answering questions without understanding what is required. Read the
questions carefully and critically analyse them for a few seconds; this will help you to
identify what information is needed in the answer.
 Your answers must demonstrate an understanding and application of the relevant concepts
and critical thinking.
 Be concise, to the point and write answers within the word-limit given to each question. Do
not provide irrelevant information. Remember, quantity is not quality.
 You must write your responses in your own words.
 Use non-discriminatory language. The language used should not devalue, demean, or
exclude individuals or groups based on attributes such as gender, disability, culture, race,
religion, sexual preference or age. Gender-inclusive language should be used.
 When you quote, paraphrase, summarise or copy information from other sources to write
your answers or research your work, always acknowledge the source.
Purpose of the assessment
This assessment task is designed to evaluate student’s knowledge essential to liaise and support
clients to manage and resolve problems in an Information and Communications Technology (ICT)
environment in a range of contexts and industry settings & knowledge regarding the following:
 Knowledge of organisations domain and business structure
 Knowledge of features and capabilities of industry-standard hardware and software
products.
 Knowledge of quality assurance practices.
 Knowledge of stakeholder role and degree of stakeholder involvement in organisation
 Knowledge of structure and purpose of service level agreements (SLAs)
Task instructions
 This is an individual assessment.
 To ensure your responses are satisfactory, consult a range of learning resources and
other information such as handouts, textbooks, learner resources etc.
 To be assessed as Satisfactory in this assessment task, all questions must be answered
correctly.
Assessment Task 1: Knowledge Test
Provide your response to each question in the box below.
Q1: Answer the following questions Satisfactory

1.1. Explain the term organisation domain using 30-60 words. response
1.2. What is the business structure of an organisation? Answer using Yes No
30-60 words.
1.1 An organizational domain is a unique, identifiable name used to represent a

particular organization on the Internet. It typically appears as part of an
organization's website and email address to provide a unique online identity and
facilitate communication and branding.
1.2 The business structure of an organization refers to the way it is organized and
divided to carry out its activities. Common structures include sole proprietorship,
partnership, corporation, and LLC. Each structure has its own legal and
operational implications, determining how the organization is owned, managed,
and held accountable.
Q2: Answer the following questions: Satisfactory

2.1. Identify three (3) current industry-accepted hardware digital response
media products, explain why you need them using one sentence or Yes No
two and list two (2) features and capabilities for each of them.
2.2. Identify three (3) current industry-accepted software digital
media products, explain why you need them using one sentence or
two and list two (2) features and capabilities for each of them.
2.1 Three recent industry-recognized digital media hardware products are:

Digital camera:
need:
Digital cameras are essential for taking quality photos and videos in a variety of
environments.
Traits and Skills:
High-definition image sensors and lenses ensure sharp images with great detail.
An advanced autofocus system and image stabilization ensure precise focus and blur
reduction.
Portable media player:
need:
Portable media players allow users to take their digital media content with them and
enjoy it on the go.
Traits and Skills:
Massive storage for storing and playing an extensive library of music, videos, and
photos. High-quality audio and video playback with support for popular file formats.
External hard drive:
need:
An external hard drive provides additional storage space for backing up and archiving
your digital media files.
Traits and Skills:
Massive storage from terabytes to several terabytes can store large amounts of data.
Fast data transfer speeds and connectivity options (USB 3.0, Thunderbolt, etc.) enable
fast and convenient file transfers.
2.2 The three digital media software products currently recognized in the industry are:
1. Adobe Photoshop:
need:
Adobe Photoshop is powerful image editing software that allows users to enhance, edit
and create digital images.
2. Traits and Abilities:
Advanced editing tools and filters for precise image adjustments, retouching, and
compositing.
It supports layers, masks, and non-destructive editing, allowing flexible and editable
image editing.
3. Final Cut Pro X:
need:
Final Cut Pro X is professional video editing software designed to help filmmakers and
video editors create and edit high-quality videos.
Non-linear video editing with a timeline interface that allows precise trimming,
positioning, and syncing of video clips.
Advanced video effects, color correction tools, and audio editing features to create
sophisticated and visually appealing videos.
5. Adobe Audition:
need:
Adobe Audition is comprehensive audio editing software for recording, editing, and
mixing audio tracks.
A multi-track editing and mixing feature that allows users to work with multiple audio
tracks simultaneously.
Advanced audio restoration, noise reduction, and audio effects tools to enhance and
optimize audio quality.
3.1. What are the quality assurance practices related to identifying response
and acquiring ICT system components? Yes No
3.2. What is the role of quality assurance related to identifying and
acquiring ICT system components?
3.1 Quality assurance practices related to the identification and procurement of ICT system
components include ensuring that the components meet required quality standards and
specifications. Here are some important practices:
Requirements analysis:
Clearly define requirements and specifications for ICT system components including
functionality, performance, compatibility, and security.
Supplier rating:
Evaluate and select a trusted vendor or supplier with a proven track record of delivering
quality components and services. Evaluate vendor capabilities, financial stability,
customer feedback, and product certifications.
Product research and testing:
Conduct an in-depth survey of ICT system components available on the market. Where
possible, test components in real or simulated environments to assess performance,
compatibility, and reliability.
Quality standards and certifications:
Ensure that ICT system components comply with relevant industry standards and
certifications.
Examples of this include compliance with ISO quality standards, specific industry
certifications (such as IEEE for network components), and security protocols.
Documents and Specs:
Receive detailed documentation and specifications for your ICT system components,
including user manuals, technical specifications, and warranties.
Ensure components meet documented requirements and specifications. Supplier

relationship management:
Build strong relationships with suppliers to foster open communication and address
quality-related concerns.
Regularly assess supplier performance and quickly resolve non conformances and
quality issues.
Quality control and inspection:
Implement a quality control process to test and validate received components against
defined specifications. We carry out inspections at various stages, including delivery,
installation , and post-installation.
Performance monitoring and feedback:
Continuously monitor the performance of purchased ICT system components. Collect

feedback from end-users and stakeholders to identify quality-related issues and areas
for improvement.
By implementing these quality assurance practices, organizations ensure that

purchased ICT system components meet desired quality standards, operate as
expected, and contribute to the overall efficiency and reliability of their information and
communications technology infrastructure. We can guarantee it.
3.2 The task of quality assurance in the identification and procurement of ICT system
components is to ensure that the components meet the required quality standards and
specifications. Quality assurance plays an important role in:
Adjust requirements:
Quality assurance ensures that the identified ICT system components meet the
organization's specified requirements and needs. This helps validate that the
component has the functionality, functionality, and performance required to meet
organizational goals.
Supplier rating:
Quality assurance involves evaluating vendors or suppliers for their reliability,

reputation, and ability to deliver quality components. This evaluation process helps us
select vendors with a proven track record of meeting quality standards and delivering
reliable products. Product evaluation and testing:
Quality assurance includes thorough research and testing of ICT system components.
This includes assessing the performance, compatibility, safety and reliability of
components through various test methods. This helps identify potential issues and risks
associated with the component prior to purchase.
Compliance with standards:
Quality assurance ensures that identified components comply with relevant industry
standards, regulations and certifications. This ensures that the components meet the
required quality standards and adhere to specific security and interoperability
standards. Documents and Specs:
Quality assurance includes procurement and review of detailed documentation and

specifications for ICT system components. This ensures that the components meet the
documented requirements and specifications and that the purchased components can
be properly integrated into the existing ICT infrastructure.
Supplier relationship management:
Quality Assurance builds and maintains close relationships with suppliers. This includes
monitoring and evaluating supplier performance, addressing quality-related concerns,
and encouraging open communication to ensure continuous quality improvement.
Quality control and inspection:
Quality Assurance implements a quality control process that tests and validates
purchased components against defined specifications. This includes conducting
inspections at various stages such as delivery, during installation and,after
implementation to ensure that the components meet the expected quality standards.
By implementing these quality assurance activities, organizations can minimize risk,

ensure the reliability of ICT system components, and optimize the overall performance
and effectiveness of their information and communications technology infrastructure.

response
4.1. Why is it important to understand your stakeholders? Answer Yes No
using 30-60 words.
4.2. Explain degrees of stakeholder’s involvement using 30-60

words.
4.1
Understanding your stakeholders is critical to identifying their needs, expectations, and

interests and enabling effective communication, collaboration, and decision-making.
This understanding helps us build strong relationships, gain support, and ensure the
success of our projects and initiatives by considering and addressing stakeholder
concerns and goals.
4.2
Levels of stakeholder involvement refer to different levels of stakeholder involvement

and involvement in a project or initiative. They range from low involvement, where
stakeholder interest and influence is minimal, to high involvement, where stakeholders
actively contribute, contribute, and significantly influence decisions and outcomes. The
level of involvement can affect the success and acceptance of projects and initiatives.
response
5.1. What is a service-level agreement? What are the three (3) types Yes No
of SLAs?
5.2. What should be included in the service level agreement (SLAs)

structure. Answer using 30-60 words.
5.1 A service level agreement (SLA) is a contract or arrangement between a service

provider and a customer that describes the agreed service level to be provided by the
provider. It defines specific services, performance metrics, responsibilities and
warranties expected of service providers. SLAs are used to ensure transparency,
accountability and customer satisfaction in service delivery.
He has three types of SLAs:

Customer-based SLA:
This type of her SLA is tailored to the specific needs and requirements of individual
customers or customer groups.
It defines the services, key performance indicators and responsibilities relevant to a
customer's individual situation. Service-based SLA:
A service-based SLA focuses on a particular service or service offering offered by a
service provider.
It establishes agreed performance targets, quality standards and commitments related
to a particular service.
Multilevel SLA:
A tiered SLA contains multiple interconnected tiers or SLA tiers.
An overall service agreement may be set at a higher level and include separate SLAs for
various components such as infrastructure, applications, or support services with more
detailed specifications and performance targets.
These different types of his SLAs allow flexibility to meet the specific needs and
priorities of customers and service her providers, ensuring that expectations are clearly
defined and met.
5.2 A service level agreement (SLA) structure includes clear definitions of services,
measurable performance metrics, agreed service levels, responsibilities of both service
provider and customer, escalation procedures, and corrective actions in case of
problems. should contain the major components of reporting and verification
mechanisms, including non-compliance, term and termination clauses of contracts.
Assessment Results Sheet
Outcome First attempt:
Outcome (make sure to tick the correct checkbox):
Satisfactory (S) or Not Satisfactory (NS)
Date: _______(day)/ _______(month)/ _______(year)
Feedback:
Second attempt:
Outcome (please make sure to tick the correct checkbox):

Date: _______(day)/ _______(month)/ _______(year)
Feedback:
Student  I declare that the answers I have provided are my own work. Where I
Declaration
have accessed information from other sources, I have provided
references and/or links to my sources.
 I have kept a copy of all relevant notes and reference material that I
used as part of my submission.
 I have provided references for all sources where the information is not
my own. I understand the consequences of falsifying documentation and
plagiarism. I understand how the assessment is structured. I accept that
the work I submit may be subject to verification to establish that it is my
own.
 I understand that if I disagree with the assessment outcome, I can
appeal the assessment process, and either re-submit additional evidence
undertake gap training and or have my submission re-assessed.
 All appeal options have been explained to me.
Student Signature
Date
Trainer/Assessor
Name
Trainer/Assessor I hold:
Declaration
Vocational competencies at least to the level being delivered
Current relevant industry skills
Current knowledge and skills in VET, and undertake
Ongoing professional development in VET
I declare that I have conducted an assessment of this student’s submission.

The assessment tasks were deemed current, sufficient, valid and reliable. I
declare that I have conducted a fair, valid, reliable, and flexible assessment.
I have provided feedback to the student.
Trainer/Assessor
Signature
Date
Office Use Only The outcome of this assessment has been entered into the Student
Management System
on _________________ (insert date)
by (insert Name) __________________________________

Pre-Assessment Checklist: Task 2 - Project
The purpose of this checklist
The pre-assessment checklist helps students determine if they are ready for assessment. The
trainer/assessor must review the checklist with the student before the student attempts the
assessment task. If any items of the checklist are incomplete or not clear to the student, the
trainer/assessor must provide relevant information to the student to ensure they understand the
requirements of the assessment task. The student must ensure they are ready for the assessment
task before undertaking it.
Section 1: Information for Students
Make sure you have completed the necessary prior learning before attempting this assessment.
Make sure your trainer/assessor clearly explained the assessment process and tasks to be
completed.
Make sure you understand what evidence is required to be collected and how.
Make sure you know your rights and the Complaints and Appeal process.
Make sure you discuss any special needs or reasonable adjustments to be considered during
the assessment (refer to the Reasonable Adjustments Strategy Matrix and negotiate these with
your trainer/assessor).
Make sure that you have access to a computer and the internet (if you prefer to type the
answers).
Make sure that you have all the required resources needed to complete this Assessment Task
(AT).
The due date of this assessment task is in accordance with your timetable.
In exceptional (compelling and compassionate) circumstances, an extension to submit an
assessment can be granted by the trainer/assessor. Evidence of the compelling and
compassionate circumstances must be provided together with your request for an extension to
submit your assessment work.
The request for an extension to submit your assessment work must be made before the due
date.
Section 2: Reasonable adjustments
I confirm that I have reviewed the Reasonable Adjustments guidelines and criteria as
provided in Appendix A and attached relevant evidence as required and select the correct
checkbox.
I do require reasonable adjustment
I do not require reasonable adjustment
Declaration (Student to complete)
I confirm that the purpose and procedures of this assessment task has been clearly explained
to me.
I confirm that I have been consulted about any special needs I might have in relation to the
assessment process.
I confirm that the criteria used for this assessment has been discussed with me, as have the
consequences and possible outcomes of this assessment.
I confirm I have accessed and understand the assessment information as provided in the
Training Organisation’s Student Handbook.
I confirm I have been given fair notice of the date, time, venue and/or other arrangements for
this assessment.
I confirm that I am ready for assessment.
Student Name: ______________________________________

Student Signature: ___________________________________
Assessment method-based instructions and guidelines: Project

Assessment type
 Project
Instructions provided to the student:
Assessment task description:
 This is the second (2) assessment task you must successfully complete to be deemed
competent in this unit of competency.
 This assessment task requires you to complete a project.
 You are required to integrate sustainability in ICT planning and design projects in this
assessment task.
 You will receive your feedback within two (2) weeks, and you will be notified by your
trainer/assessor when your results are available.
 You must attempt all activities of the project for your trainer/assessor to assess your
competence in this assessment task.
Applicable conditions:
 This project is untimed and is conducted as an open book assessment (this means you are
able to refer to your textbook).
 You must read and respond to all the criteria of the project.
 You may handwrite/use computers to answer the criteria of the project.
 You must complete the task independently.
 No marks or grades are allocated for this assessment task. The outcome of the task will be
Satisfactory or Not Satisfactory.
 As you complete this assessment task, you are predominately demonstrating your practical
skills, techniques and knowledge to your trainer/assessor.
 The trainer/assessor may ask you relevant questions on this assessment task to ensure
that this is your own work.
Resubmissions and reattempts:
 Where a student’s answers are deemed not satisfactory after the first attempt, a
resubmission attempt will be allowed.
 The student may speak to their trainer/assessor if they have any difficulty in completing
this task and require reasonable adjustments.
 For more information, please refer to the Training Organisation’s Student Handbook.
Location:
 This assessment task may be completed in:
a classroom
learning management system (i.e. Moodle),
workplace,
or an independent learning environment.
 Your Trainer/Assessor will provide you with further information regarding the location for
completing this assessment task.
Purpose of the assessment
This assessment task is designed to evaluate student’s following skills and abilities:
 Skills to determine, plan and review client support and resolution requirements
 Skills to develop and implement client support and resolution requirements
o undertake support and resolution services, including:
o identifying support requirements and procedures
o liaising with client contact to determine task alignment
o documenting support provided
 Skills to evaluate client support and resolution requirements
o liaising with the client to obtain feedback
o act on feedback as appropriate
Task environment
 Online environment requirements
 Simulated environment requirements
 Workplace Environment
Online Environment
Assessment task instructions

 The purpose of this assessment task is to liaise and support clients to manage and resolve
problems in an Information and Communications Technology (ICT) environment.
 In this assessment task, you will be required to work in a team with nominated team
members. The team members can be your colleagues or RTO appointed employees for you to
complete this assessment task. You will find more information regarding the team members
and your role in the assessment task.
 The training organisation must ensure that the online assessment environment is in
accordance with the requirements specified.
 The student will take on the nominated role to complete all the required activities.
 The training organisation will assign a supervisor to the student.
 The training organisation will provide the resources required to complete the assessment
task.
 The student must use the templates provided to document their responses.
 The student must follow the word-limits specified in the templates.
 The trainer/assessor must assess the student using the performance checklist provided.
Online environment requirements
Assessment task environment
This assessment task will be completed in an online environment prepared by your training
organisation.
All required resources to complete the assessment task will be discussed with the student before
they commence the assessment. The online environment is very much like a learning
environment where a student is able to practice, use and operate relevant industrial equipment,
techniques, practices under realistic workplace conditions.
Requirements for the online assessment environment
The trainer/assessor will ensure that the online assessment environment is set up to complete this
assessment task.
The online environment consists of:
 A learning management system where the student will be required to complete their job-
related tasks and activities.
 The standard operating/workplace procedures related to the tasks and activities.
 The trainer/assessor will provide the student with assistance throughout the assessment
activity.
The online environment must meet the following criteria:
Opportunities for the student to: Yes/No/NA
Follow standard operating/workplace procedures
Use up-to-date software and equipment

Work within stated timelines to meet deadlines
Gain experience in the challenges and complexities of dealing with multiple tasks
Experience prioritising competing tasks and dealing with contingencies
The environment to work with others in a team
Online assessment environment sufficient to communicate, contribute and

participate in tasks and activities.
Assessment environment sufficient to work independently and manage workload
Resources, tools, and equipment requirements
The following resources, tools and equipment required to complete the assessment task will be
discussed with the student before they commence the assessment:
 Workplace personnel/stakeholders to participate in the assessment activities

o Please refer to the roles and responsibilities section for more information
o This should be organised by the training organisation either via, LMS, telephone
conferences, video conferencing or anything of a similar nature
 special-purpose tools, equipment and materials required to provide client support services
 industry-standard software packages
 required organisation’s SLAs
 organisation’s escalation procedure/s
 organisation’s documentation processes and style guides.
Online assessment scenario
You are required to demonstrate skills and knowledge to liaise and support clients to manage and
resolve problems in an Information and Communications Technology (ICT) environment. You are
required to read and understand a predetermined issue and/or situation and participate in a
number of assessment activities.
The following are the goals and objectives to complete this assessment task:
 Determine and review client support and resolution requirements

 Diagnose potential troubleshooting and identify resolution requirements
 Determine cause and analysis of the problem in accordance with client documentation and
support requirements
 Review organisational support and resolution documentation and identify the clients' point
of contact
 Review service level agreement (SLA) and determine action and escalation procedures
 Verify the client support and resolution requirements with relevant personnel with the
client contact
 Develop and implement client support and resolution requirements
 Develop the required process required for client support and resolution requirements
 Implement the process required for client support and resolution requirements
 Maintain communication with required personnel throughout support activity
 Document support activities and resolution outcomes according to client requirements
 Evaluate client support and resolution requirements
 Gather support and resolution services feedback from required personnel
 Determine improvements to future support services according to organisational
requirements
 Submit documentation to required personnel and seek and respond to feedback
 Contact client to determine satisfaction with support and resolution services provided
A supervisor will be assigned to you by your training organisation. The supervisor can answer
your questions related to understanding the requirements associated with the assessment task.
The supervisor will act according to job role and responsibilities.
The supervisor can be your trainer or assessor or a different trainer or assessor or a staff member
(including mentors) from the training organisation.
Roles and responsibilities
As part of your job role, you have the following job responsibilities:
 Interprets, analyses and documents numerical and technical system data

 Obtains information and feedback by effectively listening and questioning using concise
language
 Analyses textual information and data to determine client support
 Prepares required documentation detailing task requirements, activities performed and
their outcomes using appropriate language
 Uses a variety of relevant communication tools and strategies in building and maintaining
effective working relationships
 Accepts responsibility for planning and sequencing complex tasks and workload,
negotiating key aspects with others, including required capabilities, efficiencies and
effectiveness
 Addresses complex problems involving multiple variables, using formal analytical, lateral
thinking techniques experience and knowledge to focus in on root causes
 Reviews the organisations' policies, procedures and adherence to legislative requirements
in order to implement and manage change
 Takes full responsibility for identifying and considering relevant organisational protocols
and requirements
Task requirements
The information related to the activities are provided within the assessment activities.
Simulated Environment

 The training organisation must ensure that the simulated assessment environment is in
 The training organisation will provide the resources required to complete the assessment
task.
Simulated environment requirements
This assessment task will be completed in a simulated environment prepared by your training
organisation.
The simulated environment will provide you with all the required resources (such as the
equipment and participants, etc.) to complete the assessment task. The simulated environment is
very much like a learning environment where a student is able to practice, use and operate
relevant industrial equipment, techniques, practices under realistic workplace conditions.
Requirements for the simulated assessment environment
The trainer/assessor will ensure that the simulated assessment environment is sufficient to
complete this assessment task.
The simulated environment consists of:
 The training organisation as the workplace where the student will be required to complete
their job-related tasks and activities.
 The standard operating/workplace procedures related to the training organisation
 The trainer/assessor will provide the student with assistance throughout the assessment
activity.
The simulated environment must meet the following criteria:
Opportunities for the student to: Yes/No/NA

Simulated environment to work with others in a team
Simulated environment sufficient to communicate, contribute and participate in

tasks and activities.
Simulated environment sufficient to work independently and manage workload
The following resources, tools and equipment will be made available by the training organisation
at the simulated workplace to complete this assessment task:

Simulated assessment scenario

of contact
client contact
requirements

language
effectiveness
and requirements
Task requirements
Workplace Environment
 The training organisation must ensure that the workplace assessment environment is in
 The trainer/assessor can also act as a supervisor to the student as well.
 The workplace will provide the resources required to complete the assessment task.
Workplace requirements
This assessment task will be completed in your workplace.
The requirements for the workplace environment
The assessment task can be completed in the workplace if the student is currently working or has
access to a workplace meeting the assessment criteria.
The workplace must meet the following criteria:
Opportunities for students to: Yes/No/NA
Workplace environment to work with others in a team
Workplace environment to sufficient to communicate, contribute and participate

in tasks and activities.
Workplace sufficient to work independently and manage workload
The following resources, tools and equipment must be available at the workplace to complete this
assessment task:

Workplace scenario

of contact
client contact
requirements

language
effectiveness
and requirements
Task requirements
Assessment Task 2: Project
Project
This assessment task requires you to demonstrate the skills and knowledge to manage and resolve
You are required to complete the following assessment activities in this assessment task:
1. Determine, plan and review client support and resolution requirements
2. Develop and implement client support and resolution requirements
a. undertake support and resolution services, including:
b. identifying support requirements and procedures
c. liaising with client contact to determine task alignment
d. documenting support provided
3. Evaluate client support and resolution requirements
a. liaising with the client to obtain feedback
b. act on feedback as appropriate
Resources required to complete this assessment task:
 Your trainer/assessor will play the organisational representative role.
 A site where industry-specific technologies may be used
 organisation’s documentation processes and style guides

You must read and understand the provided scenarios and relevant information below to complete
this assessment task.
Scenario - 1
Design Excellence is a small interior design business that provides consultancy and installation
services specialising in kitchen and bathroom designs within the greater Sydney region. They
provide these services to both individual clients and a number of architectural firms who sub-
contract projects for their clients. They have been in operation for 12 years and have worked
extensively on a wide range of contracts.
They currently promote their services via their website and social media channels included
Facebook, Twitter, and Instagram. They also advertise in selected design magazines and on selected
radio stations.
Design Excellence works with a large number of other businesses and trade sub-contractors when
undertaking installation work. This includes ordering bathroom and kitchen products, as well as
installation and fitting of kitchens and bathrooms.
The organisational chart of Design Excellence is provided below:
Recently Design Excellence work premises were extensively damaged in a large fire that started in a
neighbouring business. As a result of this, the entire contents of the building, including its entire
network was destroyed, and insurance costs are currently being assessed. While some business data
was lost, most of it can be recovered as the business houses backup facilities offsite.
Because of the recent disaster, and the delays in rebuilding the old premises, Design Excellence has
found a newly refurbished premise in the surrounding area. It will be moving to these premises in
the near future. The premises have already been pre-cabled with Category 6 Ethernet cable. As this
is the case, the hardware components need to be determined and purchased, along with any
software requirements to configure and manage the network, and to allow employees to complete
their normal work tasks.
You work as the IT Manager for Design Excellence. You have been tasked by Terry Jackson, who is
the Managing Director, to implement a network in the new premises, so that the business can
become operational as soon as possible.
You have pulled some of the organisations' data out of the backed-up business files. This includes
the following list of the old network components that were used before the fire:
 A domain server running Windows Server 2012 R2 Standard

 Client desktop computers running Windows 7 Professional
 A router which acted as the gateway/firewall for the network
 Two 24 port switches to direct network communications
 A Network Attached Storage (NAS) that stored the business files
 Two network printers
 An Uninterrupted Power Supply (UPS)
And a network diagram of how these components fit together:
The employees previously used the following software applications on the network:
 Microsoft Office 2013 suite

 Microsoft Project 2013 for management of projects
 Reckon One for payroll and financial requirements
 Salesforce CRM software for client management
 Adobe Reader
 Adobe suite for graphic designer requirements
 NetBeans IDE for web developer
 Autodesk AutoCAD for interior designers
 Samanage for IT asset management and IT helpdesk support
While the website, the social media accounts, Intranet files, and most of the business internal work
files were backed up and can be restored, most of the applications used by the employees and their
associated files have been lost. As such, identification of whether this software is still appropriate or
whether it can be changed should be an important priority for the project.
A summary of the main business processes includes:
 Designing kitchens and bathrooms for clients

 Purchasing supplies which are used in the kitchen and bathroom designs
 Organising installation of kitchen and bathrooms including sub-contractors
 Normal business operations in relation to sales, marketing, HR, finance, and administration.
A portion of the organisations Business Plan is provided below:
Mission: to provide design and installation of quality kitchens and bathrooms that exceed customer
expectations.
Vision: to become Australia’s best kitchen and bathroom designers.
Objectives: the current objectives are listed as follows:
 To deliver first-class kitchens and bathrooms

 To provide customer service excellence beyond expectations
 To be a sustainable business
Your task for this assessment is to determine the requirements for the new network so that business
operations can be implemented to meet the needs of the business. This should include not only the
hardware requirements but also the software requirements.
Design Excellence has Project Management policies and procedures that outline the organisational
standards expected for gathering requirements, planning the project through to implementation and
completion. A portion of the project management work procedure for gathering and analysing
requirements is provided below:
Undertaking an interview and analysing the responses
When undertaking a stakeholder interview, the facilitator should develop an Interview Agenda using
the organisational template. This should be distributed to the invitees prior to the interview time and
be used by the facilitator to conduct the interview.
During the interview, the facilitator should take notes of the responses and then analyse these using
the Interview Question Analysis Document organisational template.
Undertaking a survey and analysing the responses
When developing a survey, the facilitator should develop it using the Requirements Survey
organisational template and then distribute the survey to these stakeholders who will be completing
it. Once the survey takers have completed the survey, they are to return it to the facilitator who
should use the Survey Analysis Document to analyse the survey responses.
Scenario - 2
A1 support services is a famous ICT support service in Australia.
You are an ICT help desk technician to provide level 2 support. As part of your job role, you are
required to assist clients over a telephone line. Your work involved you to provide assistance to
clients based upon your job-requirements mentioned in the level 2 support technician profile.
Your client has notified you about the following issues:
 Fix windows 10 configuration issues

 Install the Linux operating system on a workstation
 Repair the windows server 2016 installation and
 Provide solutions for network infrastructure.
The level 2 support technician profile
The profile state the following:
 Level 2 generally handles break/fix, configuration issues, troubleshooting, software

installations, hardware repair (including in-house repair or coordinating depot services).
 Review all frequently asked questions and database to find the best possible solutions for
your client
 Level 2 staff handle escalated issues that Level 1 support is not equipped to handle.
 Level 2 will sometimes escalate to Level 3, depending on the issue and the way the Help
Desk operates.
You are required to:
1. Only solve known issues and escalate new issues to level 3; or

2. Be authorised to research and implement fixes for new issues and only escalate to Level 3 if
it is out of their skill set or ability to solve.
The Level 3 support technician profile state the following:
 Troubleshooting, configuration, database administration, and repair for server, network,

infrastructure, Data Center, email, file shares, and other infrastructure issues.
 Besides always having the ability to deploy solutions to new problems, a Level 3 tech usually
has the most expertise in the organisation and is the go-to person for solving difficult issues.
The organisational requirements for help desk technicians state that:
 You must be professional in your conduct and behaviour
 Ensure you identify and rectify the problems in a timely fashion
 Your work only on the known areas or research and implement fixes for new issues Level of
support indicates a specific extent of technical assistance in the total range of assistance that
is provided by an information technology product (such as a software product) to its
customers. Each company decides how to organise its total technical support into levels and
what to name them.under your scope of work
 You must ensure that the work is completed within the legislative and regulatory
framework.
 All issues outside your scope of work must be reported to level 3 technicians
 All breaches must be reported to the workplace supervisor or manager.
The database and frequently asked questions include the following:
Q1: What is your scope of work?

Answer: The Scope of Work (SOW) is the area in an agreement where the work to be performed is
described. The SOW should contain any milestones, reports, deliverables, and end products that are
expected to be provided by the performing party. The SOW should also contain a timeline for all
deliverables. Your scope of work is to provide help desk support of level 2 technician and escalating
all other issues outside your scope to level 3 technicians.
Q2: What do you understand by the level of support?
Answer: Level of support indicates a specific extent of technical assistance in the total range of
assistance that is provided by an information technology product (such as a software product) to its
customers. Each company decides how to organise its total technical support into levels and what to
name them.
Q3: Where is the computer configuration in Windows 10 according to vendor specifications?
Answer: Or you can go to settings -> System -> about, to know similar things. In this settings
page, you'll find the exact version of Windows 10 and build number. You can also see the system
type, processor, and memory installed on your system.
Q4: What is computer configuration details?
Answer: In communications or computer systems, a configuration of a system refers to the

arrangement of each of its functional units, according to their nature, the number and chief
characteristics. Often, configuration pertains to the choice of hardware, software, firmware, and
documentation.
Q5: How do I download and install Linux OS using a USB stick?
Answer: Installing Linux using a USB stick
Step 1) Download the .iso or the OS files on your computer
Step 2) Download free software like 'Universal USB installer to make a bootable USB stick.
Step 3) Select an Ubuntu Distribution form the dropdown to put on your USB
Select your Ubuntu iso file download in step 1.
Select the drive letter of USB to install Ubuntu and Press create button.
Step 4) Click YES to Install Ubuntu in USB.
Step 5) After everything has been installed and configured, a small window will appear,
Congratulations! You now have Ubuntu on a USB stick, bootable and ready to go.
Priority chart for scenario 1 and 2
 Priority 1 – Critical Major system or component failure with high business impact.
 Priority 2 – High Issue with business impact that affects multiple users.
 Priority 3 – Medium Elevated issue that (1) impacts the business and affects multiple users
or (2) impacts a single user in a business critical role (also the default priority level assigned
to VIP tickets).
 Priority 4 – Standard General service request matters.
 Priority 5 – Low General enquiries or non-urgent/low impact service requests.
 Priority 6 – Scheduled Assigned to tickets where work has been scheduled.
Equipment and resources required to complete this assessment task
You will require access to the following equipment and resources to complete this task:
 Computer
 Internet
 Operating systems
 Software license records sheet
 Special-purpose tools, equipment and materials
 Industry software packages
 Sites with a representative range of current industry-standard hardware, software and
diagnostic tools
 Organisational guidelines
o technical records and documentation
o organisational backup and restore procedures
o organisational security guidelines
 vendor documentation
These resources will be provided by your training organisation.
Other roles and responsibilities
Organisational representative/ Senior Manager:
 Assist with escalated matters and inquiries

 Organise and arrange resources
 Support with any technical questions and queries
Roles and responsibilities of help desk advisor:
 Assist in understanding the requirements

 Provide support in assisting the client inquiries
Clients
 The role of the client is to participate in the discussion and ask questions related to:
o The matter
o Assistance required
o Timeframe
o Cost
o Items related to services offered
o Signing off process
o Review and evaluation processes
Activity 1: Determine, plan and review client support and resolution requirements
In this assessment activity, you are required to determine, plan and review client support and
resolution requirements.
To complete this assessment task, you must participate in two meetings (one meeting for each
scenario) to consult with stakeholders to understand the assessment requirements and collect all
the necessary information to complete your assessment activities.
Meeting objectives:
 Understand the assessment task requirements

 Understand your role and responsibilities
 Understand the role and responsibilities of other team members
 Understand the organisational requirements and guidelines in which meeting should occur
 Understand the topics to be discussed
 Understand any other requirements and guidelines applicable to complete the assessment
task
 The meeting should cover all aspects of performance criteria to complete the assessment
task successfully
Before the meeting, you are required to prepare a meeting agenda using the template provided.
When conducting the meeting, you are required to:
 Greet the team members.

 Discuss the following:
o Compliance of diversity policy with the legislative requirements
o Application of diversity policy.
o Assessment of the currency of diversity policy
o Assessment of the efficacy of diversity policy
o Suggested improvements
 Ensure the understanding of the team members.
 Gather feedback from the team members on the diversity policy
o Use listening and questioning to elicit the views of others and to clarify or confirm
understanding
 Discuss the roles and responsibilities of the team members.
 Discuss the implementation plan for the revised diversity policy. Discuss the following:
o Key result area
o Objectives
o Actions/training needs
o Responsibility
o Timeframe
o Success measures
 Gain approval for the implementation plan
The team member will:
 Clarify their doubts of the team members

 Provide feedback on the improvements required
After the meeting, you are then required to:

• Prepare the meeting minutes template.
• Prepare a revised diversity policy using the template provided.
• Prepare an implementation plan using the template provided.
Meeting 1 for scenario 1
Meeting agenda template:
Date/Time:
Location:
Chairperson:
Meeting Attendees:
Full names and roles
Agenda Item/Topic Discussion/Outcomes Action Officer Due Date
Welcome
(Agenda item 1)
Topic?
(Agenda item 2)
Topic?
(Agenda item 3)
Topic?
Summary Overall Summary
Decision/s
Action/s if any
Next Meeting time/date
Meeting closed at:
Minutes are a true and Approved/confirmed by whom?

accurate record of the
meeting
Meeting minutes template:
Minutes of Meeting
Meeting Objective:
Attendees:
Venue:
Date:
No. Points Discussed Actions Target Date

Suggested
Signature of attendee 1: Signature of attendee 2:

Meeting 2 for scenario 2
Meeting agenda template:
Date/Time:
Location:
Chairperson:
Meeting Attendees:
Full names and roles
Agenda Item/Topic Discussion/Outcomes Action Officer Due Date
Welcome
(Agenda item 1)
Topic?
(Agenda item 2)
Topic?
(Agenda item 3)
Topic?
Summary Overall Summary
Decision/s
Action/s if any
Next Meeting time/date
Meeting closed at:
Minutes are a true and Approved/confirmed by whom?

accurate record of the
meeting
Meeting minutes template:
Minutes of Meeting
Meeting Objective:
Attendees:
Venue:
Date:
No. Points Discussed Actions Target Date

Suggested

Part 1: Diagnose potential troubleshooting and identify resolution requirements
You must diagnose potential troubleshooting and identify resolution requirements for each of the
scenarios.
PR1.1 Investigate and diagnose potential troubleshooting for each scenario
PR1.2 Identify resolution requirements for each scenario
You must use the template provided below to complete this assessment activity:
Scenario 1
Investigate and diagnose potential troubleshooting
Identify resolution requirements for each scenario

Scenario 2
Investigate and diagnose potential troubleshooting
Identify resolution requirements for each scenario

Part 2:
Determine cause and analysis of the problem in accordance with client documentation
and support requirements
You must also complete the following template to complete this part of the assessment activity
successfully.
You must review the following documents to complete this assessment activity:
 organisational documentation and support requirements
Scenario 1
Explain how you have determined cause and analysis of the problem in accordance with client
documentation and support requirements? (50-100 words)
Note: The client documentation and support requirements are based on the information provided
in the scenario.
Explain how you have reviewed organisational support and resolution documentation and identify
the clients' point of contact? (50-100 words)
Note: The extract of organisational support and resolution documentation is mentioned below:
 The client should be provided with timely advice

 The advice should be based on the best practices in the industry
 The guidance should follow client support principles (ethical, fair, transparent)
 Only perform the responsibilities that are within your scope and role
 Consider the user experience in everything we do
 Committed to using accessible language
 Be champions of good practice, proactively managing risks related to information
technology
 In our service provision and professional approach, providing access to our expertise and
resources
 Adopt a flexible operational approach and mind-set by anticipating and adapting positively
to change
 Develop a partnership approach to working, through close collaboration and integrated
processes
 Contribute to staff development, continuing to build capabilities and talents to delivery
excellent service
Explained how you have reviewed the service level agreement (SLA) and determine action and
escalation procedures? (50-100 words)
The service level agreement (SLA) contains the following information:
A service-level agreement (SLA) is a contract that establishes a set of deliverables that one party
has agreed to provide another. This agreement can exist between a business and its customers,
or one department that delivers a recurring service to another department within that business.
1. Summary of Agreement: providing quality ICT services to the clients.
2. Goals of Both Parties:

Follow roles and responsibilities mentioned within the assessment task.
3. Points of Contact
Trainer/assessor who is playing the role of your manager.
4. If Goals Are Not Met

Trainer/assessor will be required to reassess your performance.
5. Conditions of Cancellation
If any of the services can not be delivered to the expected level according to organisational
support and resolution documentation
Explain how you have verified the client support and resolution requirements with relevant
personnel with the client contact? (50-100 words)
Scenario 2
Explain how you have determined cause and analysis of the problem in accordance with client
documentation and support requirements? (50-100 words)
Note: The client documentation and support requirements are based on the information provided
in the scenario.
Explain how you have reviewed organisational support and resolution documentation and identify
the clients' point of contact? (50-100 words)
Note: The extract of organisational support and resolution documentation is mentioned below:
 The client should be provided with timely advice

 The advice should be based on the best practices in the industry
 The guidance should follow client support principles (ethical, fair, transparent)
 Only perform the responsibilities that are within your scope and role
 Consider the user experience in everything we do
 Committed to using accessible language
 Be champions of good practice, proactively managing risks related to information
technology
 In our service provision and professional approach, providing access to our expertise and
resources
 Adopt a flexible operational approach and mind-set by anticipating and adapting positively
to change
 Develop a partnership approach to working, through close collaboration and integrated
processes
 Contribute to staff development, continuing to build capabilities and talents to delivery
excellent service
Explained how you have reviewed the service level agreement (SLA) and determine action and
escalation procedures? (50-100 words)
The service level agreement (SLA) contains the following information:
A service-level agreement (SLA) is a contract that establishes a set of deliverables that one party
has agreed to provide another. This agreement can exist between a business and its customers,
or one department that delivers a recurring service to another department within that business.
1. Summary of Agreement: providing quality ICT services to the clients.
2. Goals of Both Parties:

Follow roles and responsibilities mentioned within the assessment task.
3. Points of Contact
Trainer/assessor who is playing the role of your manager.
4. If Goals Are Not Met

Trainer/assessor will be required to reassess your performance.
5. Conditions of Cancellation
If any of the services can not be delivered to the expected level according to organisational
support and resolution documentation
Explain how you have verified the client support and resolution requirements with relevant
personnel with the client contact? (50-100 words)
Performance Checklist: Activity 1
Your task must address the following performance criteria/ performance checklist.
S N/S Trainer/Assessor to complete

To be assessed as satisfactory (S) in this
(Comment and feedback to students)
assessment task, the student needs to
demonstrate competency in the following
critical aspects of evidence:
a) Diagnose potential troubleshooting and

identify resolution requirements
 
b) Determine cause and analysis of the

problem in accordance with client
 
documentation and support
requirements
c) Review organisational support and

resolution documentation and identify
 
the clients' point of contact
d) Review service level agreement (SLA)

and determine action and escalation
 
procedures
e) Verify the client support and resolution

requirements with relevant personnel
 
with the client contact
Activity 2: Develop and implement client support and resolution requirements
This part is a continuation of the previous activity. In this part, you are required to develop and
implement client support and resolution requirements.
You will be required to demonstrate your skills and knowledge to:
Fellow students or nominated workplace personnel will play the stakeholders roles.
Each student will swap the roles and get the chance to perform all the roles. Students will be
assessed individually for their participation in this assessment task.
You must be able to demonstrate to your trainer and assessor that you have addressed each of the
criteria mentioned above successfully.
Part 1: Develop the required process required for client support and resolution
requirements
This part is a continuation of previous assessment activity. You are required to develop the required
process needed for client support and resolution requirements
You must complete the attached template to demonstrate you have successfully completed this
assessment activity.
Scenario 1
Client support and resolution procedures
How have you identified and developed the client support and resolution procedures? (50-100
words)
Scenario 2
Client support and resolution procedures
How have you identified and developed the client support and resolution procedures? (50-100
words)
Part 2: Implement process required for client support and resolution requirements
This part is a continuation of the previous assessment activity. You are required to implement the
process required for client support and resolution requirements.
Scenario 1
Client support and resolution requirements
How have you implemented the client support and resolution requirements and needs? (50-100
words)
Scenario 2
Client support and resolution requirements
How have you implemented the client support and resolution requirements and needs? (50-100
words)
Part 3: Maintain communication with required personnel throughout support activity
This part is a continuation of the previous assessment activity. You are required to provide evidence
of how you have maintained communication with required personnel throughout support activity.
Scenario 1
Communication with the required personnel
How have you maintained communication with the required personnel throughout support
activity? (50-100 words)
Scenario 2
Communication with the required personnel
How have you maintained communication with the required personnel throughout support
activity? (50-100 words)
Part 4: Document support activities and resolution outcomes according to client
requirements
This part is a continuation of the previous assessment activity. You are required to provide evidence
of how you have documented support activities and resolution outcomes according to client
requirements.
Scenario 1
Compliance with the client requirements
How have you documented support activities and resolution outcomes according to client
requirements? (50-100 words)
Note: You may use the space provided below to documented support activities and resolution
outcomes according to client requirements.
Scenario 2
Compliance with the client requirements
How have you documented support activities and resolution outcomes according to client
requirements? (50-100 words)
Note: You may use the space provided below to documented support activities and resolution
outcomes according to client requirements.

a) Develop the required process required

for client support and resolution
 
requirements
b) Implement the process required for

client support and resolution
 
requirements
c) Maintain communication with required

personnel throughout support activity
 
d) Document support activities and

resolution outcomes according to
 
client requirements
Activity 3: Evaluate client support and resolution requirements
In continuation to the previous assessment activity, in this part, you will be assessed on the
following main criteria:
 Gather support and resolution services feedback from required personnel and determine
improvements to future support services according to organisational requirements
 Act on feedback as appropriate
Part 1: Gather support and resolution services feedback from required personnel and
determine improvements to future support services according to organisational
requirements
You are required to conduct a meeting with the required personnel to gather support and seek
feedback on the resolution services.
You must record all responses correctly to the template provided below.
Scenario 1
Services feedback template

What did work (According to the services provided) 50-100 words?
What did not work (According to the services provided) 50-100 words?

requirements
Scenario 2
Services feedback template

What did work (According to the services provided) 50-100 words?
What did not work (According to the services provided) 50-100 words?

requirements
Part 2: Submit documentation to required personnel and seek and respond to feedback
In this part of the assessment activity, you are required to submit documentation to required
personnel and seek and respond to feedback
Scenario 1
What feedback have you received from your trainer/assessor:

Scenario 2
What feedback have you received from your trainer/assessor:

Part 3: Act on feedback as appropriate
In this part of the assessment activity, you are required to act on feedback as appropriate
Scenario 1
How have you made changes and acted on the feedback received from your trainer/assessor:
Scenario 2
How have you made changes and acted on the feedback received from your trainer/assessor:
Part 4: Contact client to determine satisfaction with support and resolution services
provided
In this part of the assessment activity, you are required to contact the client to determine
satisfaction with support and resolution services provided
Scenario 1
Is the client satisfied with the services provided?
Scenario 2
Is the client satisfied with the services provided?


a) Gather support and resolution services

feedback from required personnel
 
b) Determine improvements to future

support services according to
 
organisational requirements
c) Submit documentation to required

personnel and seek and respond to
 
feedback
d) Act on feedback as appropriate

 
e) Contact
satisfaction
client
with
to determine
support and
 
resolution services provided
Assessment Results Sheet
Outcome First attempt:
Date: _______(day)/ _______(month)/ ____________(year)
Feedback:
Second attempt:
Date: _______(day)/ _______(month)/ ____________(year)

Feedback:
Student  I declare that the answers I have provided are my own work. Where I
Declaration
have accessed information from other sources, I have provided
references and or links to my sources.
 I have kept a copy of all relevant notes and reference material that I
used as part of my submission.
 I have provided references for all sources where the information is not
my own. I understand the consequences of falsifying documentation and
plagiarism. I understand how the assessment is structured. I accept that
the work I submit may be subject to verification to establish that it is
my own.
 I understand that if I disagree with the assessment outcome, I can
appeal the assessment process, and either re-submit additional evidence
undertake gap training and or have my submission re-assessed.
 All appeal options have been explained to me.
Student Signature
Date
Trainer/Assessor
Name
Trainer/Assessor I hold:
Declaration
Vocational competencies at least to the level being delivered
Current relevant industry skills
Current knowledge and skills in VET, and undertake
Ongoing professional development in VET
I declare that I have conducted an assessment of this student’s submission.

The assessment tasks were deemed current, sufficient, valid and reliable. I
declare that I have conducted a fair, valid, reliable, and flexible
assessment. I have provided feedback to the student.
Trainer/Assessor
Signature
Date
Office Use Only The outcome of the assessment has been entered into the Student
Management System
on _________________ (insert date)
by (insert Name) __________________________________

Appendix A: Reasonable Adjustments
Write (task name and number) where reasonable adjustments have been applied:
Reasonable Adjustments
• Students with carer responsibilities, cultural or religious obligations, English as an

additional language, disability etc. can request for reasonable adjustments.
• Please note, academic standards of the unit/course will not be lowered to accommodate
the needs of any student, but there is a requirement to be flexible about the way in which
it is delivered or assessed.
• The Disability Standards for Education requires institutions to take reasonable steps to
enable the student with a disability to participate in education on the same basis as a
student without a disability.
• The trainer/assessor must complete the section below “Reasonable Adjustment Strategies
Matrix” to ensure the explanation and correct strategy have been recorded and
implemented.
• The trainer/assessor must notify the administration/compliance and quality assurance
department for any reasonable adjustments made.
• All evidence and supplementary documentation must be submitted with the assessment
pack to the administration/compliance and quality assurance department.
Reasonable Adjustment Strategies Matrix (Trainer/Assessor to complete)
Category Possible Issue Reasonable Adjustment Strategy

(select as applicable)
 LLN  Speaking  Verbal assessment
 Reading  Presentations
 Writing  Demonstration of a skill
 Confidence  Use of diagrams
 Use of supporting documents such as wordlists
 Non-  Speaking  Discuss with the student and supervisor (if applicable)
English  Reading whether language, literacy and numeracy are likely to impact on
Speaking  Writing the assessment process
Background
 Cultural  Use methods that do not require a higher level of language or
background literacy than is required to perform the job role
 Confidence  Use short sentences that do not contain large amounts of
information
 Clarify information by rephrasing, confirm understanding
 Read any printed information to the student
 Use graphics, pictures and colour coding instead of, or to
support, text
 Offer to write down, or have someone else write, oral
responses given by the student
 Ensure that the time available to complete the assessment,
while meeting enterprise requirements, takes account of the
Reasonable Adjustment Strategies Matrix (Trainer/Assessor to complete)
student’s needs
  Knowledge and  Culturally appropriate training
Indigenous understanding  Explore understanding of concepts and practical application
 Flexibility through oral assessment
 Services  Flexible delivery
 Inappropriate  Using group rather than individual assessments
training and  Assessment through completion of practical tasks in the field
assessment after demonstration of skills and knowledge.
 Age  Educational  Make sure font size is not too small
background  Trainer/Assessor should refer to the student’s experience
 Limited study  Ensure that the time available to complete the assessment
skills takes account of the student’s needs
 Provision of information or course materials in an accessible
format.
 Changes in teaching practices, e.g. wearing an FM
microphone to enable a student to hear lectures
 Supply of specialised equipment or services, e.g. a note-taker
for a student who cannot write
 Changes in lecture schedules and arrangements, e.g.
relocating classes to an accessible venue
 Changes to course design, e.g. substituting an assessment
task
 Modifications to the physical environment, e.g. installing lever
taps, building ramps, installing a lift
  Reading  Discuss with the Student previous learning experience
Educational  Writing  Ensure learning and assessment methods meet the student’s
background  Numeracy individual need
 Limited study
skills and/or
learning strategies
 Disability  Speaking  Identify the issues
 Reading  Create a climate of support
 Writing  Ensure access to support that the student has agreed to
 Numeracy  Appropriately structure the assessment
 Limited study  Provide information or course materials in an accessible
skills and/or format, e.g. a textbook in braille
learning strategies  Changes in teaching practices, e.g. wearing an FM
microphone to enable a student to hear lectures
 Supply of specialised equipment or services, e.g. a note-taker
for a student who cannot write
 Changes in lecture schedules and arrangements, e.g.
relocating classes to an accessible venue
 Changes to course design, e.g. substituting an assessment
task
 Modifications to the physical environment, e.g. installing lever
taps, building ramps, installing a lift
Explanation of reasonable adjustments strategy used

Trainer/Assessor
Name
Trainer/Assessor
Declaration I declare that I have attached all relevant evidence to provide reasonable
adjustment. The training package guidelines and criteria have not been
compromised in the process of providing reasonable adjustment to the
student. I declare that I have conducted a fair, valid, reliable, and flexible
assessment. I have provided explanation of reasonable adjustments
strategy used, as required.
Trainer/Assessor
Signature
Date
Appendix B: Learner Evaluation Form
Please complete this evaluation form as thoroughly as you can, in order for us to continuously
improve our training quality. The purpose of the evaluation form is to evaluate the areas below:
• logistics and support

• facilitation
• training material
• assessment
Your honest and detailed input is therefore, of great value to us, and we appreciate your assistance
in completing this evaluation form!
Unit of Trainer/
Competency Assessor Name
Name
Student Name Dates of Training

(Optional)
Employer/Work Date of
site (if Evaluation
applicable)
A Logistics and Support Evaluation

No. Criteria/Question
Strongly Agree
Disagree
Disagree
Strongly
Neutral
Agree
1 The communication regarding the required

attendance and time to study to pass this
unit was correct
2 The staff were efficient and helpful.
3 The training equipment and material used
was effective and prepared.
4 The training venue was conducive to learning
(set-up for convenience of students,
comfortable in terms of temperature, etc.)
Additional Comments on Logistics and Support

Disagree
Disagree
Strongly
Strongly
Neutral
Agree
Agree
B Trainer/Assessor Evaluation
1 The trainer/assessor was prepared and
knowledgeable on the subject of the program
2 The trainer/assessor encouraged student
participation and input
3 The trainer/assessor made use of a variety of
methods, exercises, activities and
discussions
4 The trainer/assessor used the material in a
structured and effective manner
5 The trainer/assessor was approachable and
respectful of the learners
6 The trainer/assessor was punctual and kept
to the schedule
7 The trainer/assessor was easy to understand
and used the correct language
Additional Comments on Training

Disagree
Disagree
Strongly
Strongly
Neutral
Agree
Agree
C Learning Evaluation
1 The learning outcomes of the unit
are relevant and suitable.
2 The content of the unit was relevant
and suitable for the target group.
3 The length of the training was
suitable for the unit.
4 The learning material assisted in the
learning of new knowledge and skills
to apply in a practical manner.
5 The learning material was free from
spelling and grammar errors
6 Handouts and exercises were clear,
concise and relevant to the
outcomes and content.
7 Learning material was generally of a
high standard, and user-friendly
Additional Comments on Learning Evaluation

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ICTSAS

2. Qualification and unit of competency

3. Assessment Submission Method

Student signature: ________________________________

6. Completion of the Assessment Plan

• Result of Assessment (satisfactory or unsatisfactory)

Student Name: ______________________________________

Student Signature: ___________________________________

Instructions provided to the student:

Assessment task description:

Resubmissions and reattempts:

 This assessment task may be completed in:

 Complete a written assessment consisting of a series of questions.

Purpose of the assessment

Provide your response to each question in the box below.

Q1: Answer the following questions Satisfactory

1.1 An organizational domain is a unique, identifiable name used to represent a

Q2: Answer the following questions: Satisfactory

2.1 Three recent industry-recognized digital media hardware products are:

Product research and testing:

Quality standards and certifications:

Documents and Specs:

Ensure components meet documented requirements and specifications. Supplier

Performance monitoring and feedback:

Continuously monitor the performance of purchased ICT system components. Collect

By implementing these quality assurance practices, organizations ensure that

Quality assurance involves evaluating vendors or suppliers for their reliability,

Compliance with standards:

Quality assurance includes procurement and review of detailed documentation and

Supplier relationship management:

By implementing these quality assurance activities, organizations can minimize risk,

Q4: Answer the following questions: Satisfactory

4.2. Explain degrees of stakeholder’s involvement using 30-60

Understanding your stakeholders is critical to identifying their needs, expectations, and

Levels of stakeholder involvement refer to different levels of stakeholder involvement

5.2. What should be included in the service level agreement (SLAs)

5.1 A service level agreement (SLA) is a contract or arrangement between a service

He has three types of SLAs:

Outcome (make sure to tick the correct checkbox):

Satisfactory (S) or Not Satisfactory (NS)

Date: _______(day)/ _______(month)/ _______(year)

Outcome (please make sure to tick the correct checkbox):

I declare that I have conducted an assessment of this student’s submission.

on _________________ (insert date)

by (insert Name) __________________________________

Student Name: ______________________________________

Assessment method-based instructions and guidelines: Project

Instructions provided to the student:

Assessment task description:

Resubmissions and reattempts:

 This assessment task may be completed in:

Purpose of the assessment

Assessment task instructions

Online environment requirements

Assessment task environment

Requirements for the online assessment environment

The online environment consists of:

 The standard operating/workplace procedures related to the tasks and activities.

The online environment must meet the following criteria:

Opportunities for the student to: Yes/No/NA

Date: ___(day)/ _(month)/ _____(year)