ICTSAS509

PROVIDE CLIENT ICT

SUPPORT SERVICES

MAPPING GUIDE
 This material is developed by Enhance Your Future Pty Ltd for Australian Institute of Science and Technology (AIST)

ICTSAS509 - Provide client ICT support services

Element Performance Criteria Resource Written Activity Practical Questioning

mapping Activity
 ICTSAS509 - Provide client ICT support services

Checklist Checklist

Activity number Activity number Question number

1. Identify support 1.1 Identify support required by client 1 Q1

procedures
1.2 Review support-call documentation to
2 Q2
identify client contact person

1.3 Review service level agreement (SLA) and

appropriate procedures to determine action, 8 3 Q3
and include escalation procedures

1.4 Verify support requirements with client

4 Q4
contact

2. Undertake support 2.1 Provide support activity required by the

5 5 Q5
client

2.2 Maintain communication with client contact

throughout support activity by email, phone or 2 5 Q6
other specific process

2.3 Document action taken for support activity 5 Q7

2.4 Acknowledge protocol differences during

6 Q8
support activity

Developed by Enhance Your Future Pty Ltd pg. 1

ICTSAS509 - Provide client ICT support services Version 3
Course code and name
 ICTSAS509 - Provide client ICT support services

3. Gather feedback 3.1 Submit resolution documentation to client

7 Q9
contact

3.2 Contact client to determine satisfaction with

8 Q10
support process

3.3 Conduct follow up action, as required 9 Q11

Developed by Enhance Your Future Pty Ltd pg. 2

ICTSAS509 - Provide client ICT support services Version 3
Course code and name
 Performance and Knowledge Evidence
Activity Activity Question
Performance Evidence number number number

Evidence of the ability to:

 Undertake support services, including:

o Identifying support requirements and procedures 1-4

o Client contact 4,5,8

o Documenting support provided 5

o Liaise with user to obtain feedback 8

o Act on feedback as appropriate. 9

Note: Evidence must be provided for at least TWO clients.

Developed by Enhance Your Future Pty Ltd pg. 3

ICTSAS509 - Provide client ICT support services Version 3
Course code and name
 Activity Activity Question
Knowledge Evidence number number number

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

 Describe the client business domain and importance of client contact 1,2

 Compare and contrast the key features and capabilities of current industry 3
accepted hardware and software products
 Explain help desk and maintenance practices 4

 Describe quality assurance practices relating to information and 5

communications technology (ICT) support
 Discuss the role of stakeholders and degree of stakeholder involvement 6

 Evaluate current system functionality 7

 Describe the structure and purpose of service level agreements (SLAs). 8

Developed by Enhance Your Future Pty Ltd pg. 4

ICTSAS509 - Provide client ICT support services Version 3
Course code and name
 Assessment Conditions X X X

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

 Special purpose tools, equipment and materials x

 Industry software packages x

 SLAs x

 Escalation procedure/s x

 Documentation processes. x

Assessors must satisfy NVR/AQTF assessor requirements.

Developed by Enhance Your Future Pty Ltd pg. 5

ICTSAS509 - Provide client ICT support services Version 3
Course code and name