ICTSAS509 Provide Client Support

ICTSAS509
PROVIDE CLIENT ICT

SUPPORT SERVICES
ASSESSMENT
This material is developed by Enhance Your Future Pty Ltd for Australian Institute of
Science and Technology (AIST)
Developed by Enhance Your Future Pty Ltd 2

ICTSAS509 - Provide client ICT support services Version 3
Course Code and Name
ASSESSMENT INFORMATION FOR
LEARNERS
Throughout your training we are committed to your learning by providing a training
and assessment framework that ensures the knowledge gained through training is
translated into practical on the job improvements.
You are going to be assessed for:

 Your skills and knowledge using written and observation activities that apply
to the workplace.
 Your ability to apply your learning.
 Your ability to recognise common principles and actively use these on the job.
All of your assessment and training is provided as a positive learning tool. Your assessor
will guide your learning and provide feedback on your responses to the assessment
materials until you have been deemed competent in this unit.
How you will be assessed

The process we follow is known as competency-based assessment. This means that
evidence of your current skills and knowledge will be measured against national
standards of best practice, not against the learning you have undertaken either recently
or in the past. Some of the assessment will be concerned with how you apply your skills
and knowledge in the workplace, and some in the training room as required by each
unit.
The assessment tasks have been designed to enable you to demonstrate the
requirements of the performance criteria and knowledge in this unit to successfully
demonstrate competency at the required standard.
Your assessor will ensure that you are ready for assessment and will explain the
assessment process. Your assessment tasks will outline the evidence to be collected and
how it will be collected, for example; a written activity, case study, or demonstration and
observation.

The assessor will also have determined if you have any special needs to be considered
during assessment. Changes can be made to the way assessment is undertaken to
account for special needs and this is called making Reasonable Adjustment.
What happens if your result is ‘Not Yet Competent’ for one or more
assessment tasks?
Our assessment process is designed to answer the question “has the desired learning
outcome been achieved yet?” If the answer is “Not yet”, then we work with you to see
how we can get there.
In the case that one or more of your assessments has been marked ‘NYC’, your trainer
will provide you with the necessary feedback and guidance, in order for you to resubmit
your responses.
What if you disagree on the assessment outcome?

You can appeal against a decision made in regards to your assessment. An appeal should only
be made if you have been assessed as ‘Not Yet Competent’ against a specific unit and you feel
you have sufficient grounds to believe that you are entitled to be assessed as competent. You
must be able to adequately demonstrate that you have the skills and experience to be able to
meet the requirements of units you are appealing the assessment of.
Your trainer will outline the appeals process, which is available to the learner. You can request a
form to make an appeal and submit it to your trainer, the course coordinator, or the
administration officer. The RTO will examine the appeal and you will be advised of the outcome
within 14 days. Any additional information you wish to provide may be attached to the appeal
form.
What if I believe I am already competent before training?

If you believe you already have the knowledge and skills to be able to demonstrate
competence in this unit, speak with your trainer, as you may be able to apply for
Recognition of Prior Learning (RPL).
Assessor Responsibilities
Assessors need to be aware of their responsibilities and carry them out appropriately.
To do this they need to:
 Ensure that participants are assessed fairly based on the outcome of the
language, literacy and numeracy review completed at enrolment.
 Ensure that all documentation is signed by the learner, trainer, workplace
supervisor and assessor when units and certificates are complete, to ensure
that there is no follow-up required from an administration perspective.
 Ensure that their own qualifications are current.
 When required, request the manager or supervisor to determine that the

learner is ‘satisfactorily’ demonstrating the requirements for each unit.
‘Satisfactorily’ means consistently meeting the standard expected from an
experienced operator.
 When required, ensure supervisors and learners sign off on third party
assessment forms or third party report.
 Follow the recommendations from moderation and validation meetings.
How should I format my assessments?

Your assessments should be typed in an 11 or 12 size font for ease of reading. You must
include a footer on each page with the learner name, unit code and date. Your
assessment needs to be submitted as a hardcopy or electronic copy as requested by
your trainer.
How long should my answers be?

The length of your answers will be guided by the description in each assessment, for
example:
Type of Answer Answer Guidelines
Short Answer 4 typed lines = 50 words, or
5 lines of handwritten text
Long Answer 8 typed lines = 100 words, or

1
10 lines of handwritten text = of a foolscap page
3
Brief Report 500 words = 1 page typed report, or

1
50 lines of handwritten text = 1 foolscap handwritten pages
2
Mid Report 1,000 words = 2 page typed report
Long Report 2,000 words = 4 page typed report
How should I reference the sources of information I use in my

assessments?
Include a reference list at the end of your work on a separate page. You should reference
the sources you have used in your assessments in the Harvard Style. For example:
 Website Name – Page or Document Name, Retrieved insert the date. Webpage
link.
 For a book: Author surname, author initial Year of publication, Title of book,
Publisher, City, State.

ASSESSMENT GUIDE
The following table shows you how to achieve a satisfactory result against the criteria
for each type of assessment task. The following is a list of general assessment methods
that can be used in assessing a unit of competency. Check your assessment tasks to
identify the ones used in this unit of competency.
Assessment Method Satisfactory Result Non-Satisfactory Result
You will receive an overall result of Competent or Not Yet Competent for this unit. The
assessment process is made up of a number of assessment methods. You are required to
achieve a satisfactory result in each of these to be deemed competent overall. Your
assessment may include the following assessment types.
Questions All questions answered Incorrect answers for one

correctly or more questions
Answers address the Answers do not address

question in full; referring the question in full. Does
to appropriate sources not refer to appropriate or
from your workbook correct sources.
and/or workplace
Third Party Report Supervisor or manager Could not demonstrate

observes work consistency. Could not
performance and confirms demonstrate the ability to
that you consistently meet achieve the required
the standards expected standard
from an experienced
operator
Written Activity The assessor will mark the Does not follow
activity against the guidelines/instructions
detailed
guidelines/instructions
Attachments if requested Requested supplementary

are attached items are not attached
All requirements of the Response does not

written activity are address the requirements
addressed/covered. in full; is missing a
response for one or more
areas.

Responses must refer to One or more of the

appropriate sources from requirements are
your workbook and/or answered incorrectly.
workplace Does not refer to or utilise
appropriate or correct
sources of information
Observation/Demonstration All elements, criteria, Could not demonstrate

knowledge and elements, criteria,
performance evidence are knowledge and
demonstrated at the performance evidence at
appropriate AQF level the appropriate AQF level
Case Study All comprehension Lack of demonstrated

questions answered comprehension of the
correctly; demonstrating knowledge required to
an application of complete the case study
knowledge of the topic questions correctly. One
case study. or more questions are
answered incorrectly.
Answers address the Answers do not address

question in full; referring the question in full; do not
to appropriate sources refer to appropriate
from your workbook sources.
and/or workplace
Practical Activity All tasks in the practical Tasks have not been
activity must be completed completed effectively and
and evidence of evidence of completion
completion must be has not been provided.
provided to your
trainer/assessor.
All tasks have been
completed accurately and
evidence provided for
each stated task.
Attachments if requested Requested supplementary

are attached items are not attached

ASSESSMENT COVER SHEET
Assessment Cover Sheet
Learner’s name:
Assessors Date
Name: Submitted:
The following questions are to be completed by the assessor:
Is the Learner ready for assessment? Yes No
Has the assessment process been explained? Yes No
Does the Learner understand which evidence is to be

Yes No
collected and how?
Have the Learner’s rights and the appeal system been fully
Yes No
explained?
Have you discussed any special needs to be considered

Yes No
during assessment?
The following documents must be completed and attached:
 Written Activity and Checklist
The learner will complete the written activity provided to S NYS

them by the assessor. The Written Activity Checklist will be
completed by the assessor.
 Practical Activity Checklist
The learner will demonstrate a range of skills and the

assessor will observe where appropriate to the unit. The S NYS
Practical Activity Checklist will be completed by the
assessor.
 Questions and Questions Checklist
The learner will answer a range of questions either S NYS

verbally or written. The Questions Checklist will be
completed by the assessor.
Learner Declaration
I agree to undertake assessment in the knowledge that information gathered will only
be used for professional development purposes and can only be accessed by the RTO

I declare that:
 The material I have submitted is my own work
 I have kept a copy of all relevant notes and reference material that I used in the
production of my work
 I have given references for all sources of information that are not my own,
including the words, ideas and images of others
Learner
Date:
Signature:
Result and Feedback
Feedback to Learner:
Overall Outcome Competent Not yet Competent
Assessor
Date:
Signature:

WRITTEN ACTIVITY
Your task is to write the answers to each of the following questions. Answers should
exceed 50 words but no more than 100 words for each questions:
1. Describe client business domain, and how this can be defined.

2. Why is client contact important?
3. Outline the key features and capabilities of the hardware and software products
currently accepted in the ICT industry.
4. Explain the help desk and maintenance practices which are relevant to the
provision of ICT support.
5. Describe the quality assurance practices which relate the provision of ICT
support.
6. What is the role of stakeholders, and the degree of stakeholder involvement, as
relevant to ICT and ICT support?
7. Explain how to evaluate current system functionality.
8. Outline the structure of service level agreements (SLAs), including the purpose of
each section.

WRITTEN ACTIVITY CHECKLIST
Written Activity Checklist
For this assessment, the learner must complete the written activity.
The written activity is a stand-alone activity that will allow the learner to display the
requirements of the performance criteria and knowledge evidence in this unit that are
essential when deciding overall competency.
Learner Name:
Assessor Name:
Has the learner

satisfactorily completed
the written activity?
Yes No
Did the Learner provide evidence of their ability to:
Describe client business domain, and how this can be

 
defined.
Why is client contact important?  
Outline the key features and capabilities of the

hardware and software products currently accepted in  
the ICT industry.
Explain the help desk and maintenance practices which

 
are relevant to the provision of ICT support.
Describe the quality assurance practices which relate

 
the provision of ICT support.
What is the role of stakeholders, and the degree of

stakeholder involvement, as relevant to ICT and ICT  
support?
Explain how to evaluate current system functionality.  
Outline the structure of service level agreements

 
(SLAs), including the purpose of each section.

Result  Satisfactory  Not Yet Satisfactory
Assessor’s Signature: Date:

PRACTICAL ACTIVITY
The following task must 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
 SLAs
 Escalation procedure/s
 Documentation processes
For this task you are to complete the following steps to provide client ICT support
services on at least two (2) separate occasions to two (2) clients.
Complete the following steps to identify the support procedures on each occasion:
1. Identify, and make note of, the support which is required by client
2. Review the support-call documentation to identify the client contact person
3. Review the SLA and the appropriate procedures, including any relevant
escalation procedures, to determine the action to be taken. Document the action
to be taken.
4. Consult the client contact to verify the support requirements. Record the verified
support requirements.
Undertake the support required on each occasion through completion of the following
steps:
5. Provide the support activity required by the client, ensuring to do so maintaining

communication with client contact throughout via email, phone or other specific
process, and accurately documenting the action taken for the support activity
6. Acknowledge, and record, any protocol differences during the support activity

Gather feedback on the client ICT support services provided through completion of the
following actions after each occasion:
7. Submit the resolution documentation to client contact

8. Contact the client to determine their satisfaction with support process. Document
the outcomes of this client contact.
9. As required, conduct follow up action. Document any follow up action completed.

PRACTICAL ACTIVITY CHECKLIST
*Multiple copies of the checklist will need to be printed if the activity is to be performed
more than once.
Practical Activity Checklist
For this assessment, the learner must complete the practical activity.
The practical activity is a stand-alone activity that will allow the learner to display the
knowledge and performance evidence that is essential when deciding overall
competency.
Learner Name:
Assessor Name:
Has the learner

satisfactorily completed
the practical activity?
Yes No
Did the Learner provide evidence of their ability to:
Provide client ICT support services on at least two (2)  

separate occasions to two (2) clients
On each occasion, did the Learner provide evidence of their ability to:
Identify, and make note of, the support which is  

required by client
Review the support-call documentation to identify the  

client contact person
Review the SLA and the appropriate procedures,

including any relevant escalation procedures, to  
determine the action to be taken. Document the action
to be taken.
Consult the client contact to verify the support

requirements. Record the verified support  
requirements.
Provide the support activity required by the client,  

ensuring to do so maintaining communication with
client contact throughout via email, phone or other
specific process, and accurately documenting the action
taken for the support activity
Acknowledge, and record, any protocol differences  

during the support activity
Submit the resolution documentation to client contact  
Contact the client to determine their satisfaction with

support process. Document the outcomes of this client  
contact.
As required, conduct follow up action. Document any  

follow up action completed.

QUESTIONS
The following questions may be answered verbally with your assessor or you may write
down your answers. Please discuss this with your assessor before you commence. Short
Answers are required which is approximately 4 typed lines = 50 words, or 5 lines of
handwritten text.
Your assessor will take down dot points as a minimum if you choose to answer them
verbally.
Answer the following questions either verbally with your assessor or in writing.
1. Provide three (3) examples of types of client support that may be required.
2. Why should you review the support-call documentation to identify client contact
person?
3. What information can you obtain about escalation procedures from a review of
SLAs and appropriate procedures?
4. Who will you need to contact to verify the support requirements?
5. What do you need to ensure you consider and apply when providing the support
activity that is required by the client?
6. Why is it important to maintain communication with the client contact
throughout the support activity?
7. What are the items to be included when documenting the actions taken for
support activity? List at least five (5).
8. Why is it important to acknowledge protocol differences during the support
activity?
9. What information would be documented into the resolution documentation
submitted to the client contact? List at least five (5) examples.
10. How will you determine if the client is satisfied with the support process?
11. List four (4) examples of follow up actions that may be required on the
completion of support provision.

QUESTIONS CHECKLIST
Questioning Checklist
The assessor needs to indicate whether they have conducted the questioning as
written questions or as verbal questions by ticking the box below.
 Written Questioning  Verbal Questioning

The assessor must provide evidence with the assessment tool. For written questions,
the assessor must provide the learner’s original written responses. For verbal
questioning, the assessor must provide dot points as a minimum on the learner’s
responses.
For details on how to conduct and contextualise this form of assessment, please refer
to the questioning checklist explanation in the assessor guide.
Learner’s name:
Assessor’s name:
If questions are answered verbally, the assessor must write Satisfactory

detailed notes on the learners responses. If answers are recorded response
separate to this document, they must be attached to the
assessment documents. Yes No
Provide three (3) examples of types of client support that

1 may be required.  
Why should you review the support-call documentation to

2 identify client contact person?  
What information can you obtain about escalation

3 procedures from a review of SLAs and appropriate  
procedures?
Who will you need to contact to verify the support

4 requirements?  
What do you need to ensure you consider and apply when

5 providing the support activity that is required by the client?  

Why is it important to maintain communication with the
6 client contact throughout the support activity?  
What are the items to be included when documenting the

7 actions taken for support activity? List at least five (5).  
Why is it important to acknowledge protocol differences

8 during the support activity?  
What information would be documented into the resolution

9 documentation submitted to the client contact? List at least  
five (5) examples.
How will you determine if the client is satisfied with the

10 support process?  
List four (4) examples of follow up actions that may be

11 required on the completion of support provision.  


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ICTSAS509

PROVIDE CLIENT ICT

Developed by Enhance Your Future Pty Ltd 2

You are going to be assessed for:

 Your ability to apply your learning.

How you will be assessed

Developed by Enhance Your Future Pty Ltd 3

What if you disagree on the assessment outcome?

What if I believe I am already competent before training?

 Ensure that their own qualifications are current.

 When required, request the manager or supervisor to determine that the

 Follow the recommendations from moderation and validation meetings.

How should I format my assessments?

How long should my answers be?

Type of Answer Answer Guidelines

Short Answer 4 typed lines = 50 words, or

5 lines of handwritten text

Long Answer 8 typed lines = 100 words, or

Brief Report 500 words = 1 page typed report, or

Developed by Enhance Your Future Pty Ltd 5

Mid Report 1,000 words = 2 page typed report

100 lines of handwritten text = 3 foolscap handwritten pages

Long Report 2,000 words = 4 page typed report

200 lines of handwritten text = 6 foolscap handwritten pages

How should I reference the sources of information I use in my

Developed by Enhance Your Future Pty Ltd 6

Assessment Method Satisfactory Result Non-Satisfactory Result

Questions All questions answered Incorrect answers for one

Answers address the Answers do not address

Third Party Report Supervisor or manager Could not demonstrate

Attachments if requested Requested supplementary

All requirements of the Response does not

Developed by Enhance Your Future Pty Ltd 7

Responses must refer to One or more of the

Observation/Demonstration All elements, criteria, Could not demonstrate

Case Study All comprehension Lack of demonstrated

Answers address the Answers do not address

Attachments if requested Requested supplementary

Developed by Enhance Your Future Pty Ltd 8

are attached items are not attached

Developed by Enhance Your Future Pty Ltd 9

The following questions are to be completed by the assessor:

Is the Learner ready for assessment? Yes No

Has the assessment process been explained? Yes No

Does the Learner understand which evidence is to be

Have you discussed any special needs to be considered

The following documents must be completed and attached:

 Written Activity and Checklist

The learner will complete the written activity provided to S NYS

 Practical Activity Checklist

The learner will demonstrate a range of skills and the

 Questions and Questions Checklist

The learner will answer a range of questions either S NYS

Developed by Enhance Your Future Pty Ltd 10

 The material I have submitted is my own work

Result and Feedback

Overall Outcome Competent Not yet Competent

Developed by Enhance Your Future Pty Ltd 11

1. Describe client business domain, and how this can be defined.

Developed by Enhance Your Future Pty Ltd 12

Has the learner

Did the Learner provide evidence of their ability to: