ICTSAS509

PROVIDE CLIENT ICT

SUPPORT SERVICES

FORMATIVE
ASSESSMENT
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Science and Technology (AIST)

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ICTSAS509 - Provide client ICT support services Version 3
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 TABLE OF CONTENTS
TABLE OF CONTENTS..................................................................................................................................... 3
FORMATIVE ASSESSMENT............................................................................................................................. 4
FORMATIVE ACTIVITIES................................................................................................................................. 6
FORMATIVE ACTIVITY CHECKLIST................................................................................................................... 7

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ICTSAS509 - Provide client ICT support services Version 3
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 FORMATIVE ASSESSMENT
This formative assessment is to be used during your learning for the unit ICTSAS509 -
Provide client ICT support services.

Formative assessments are designed for learning. Rather than assessing the learning
itself, it is used to assist your learning.

They are designed as a practice for you similar to homework. They assist you to learn.

Formative assessments can be done either as an:

 Individual

 In a group

 With a partner

 With the whole class

There are a few different methods of formative assessment. These include:

 Summaries and Reflections - Learners stop and reflect, make sense of what
they have heard or read, derive personal meaning from their learning
experiences, and/or increase their metacognitive skills. These require that
the learner use content-specific language.

  Lists, Charts, and Graphic Organisers - Learners will organise information,

make connections, and note relationships through the use of various graphic
organisers.

 Visual Representations of Information - Learners will use both words and

pictures to make connections and increase memory, facilitating retrieval of
information later on. This "dual coding" helps trainers address classroom
diversity, preferences in learning style, and different ways of "knowing."

 Collaborative Activities - Learners have the opportunity to move and/or

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ICTSAS509 - Provide client ICT support services Version 3
Course Code and Name
 communicate with others as they develop and demonstrate their
understanding of concepts.

As you work through these assessments, think about how each question or activity helps
you to understand the concepts and learning more effectively.

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ICTSAS509 - Provide client ICT support services Version 3
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 FORMATIVE ACTIVITIES
Learners should answer the following or perform the tasks using the skills and
knowledge being taught during class presentations. Answers should reflect their
understanding of the learning.

Answers have no word limit and each learner should provide their own information
even when group or class activities are performed.

1. Who might clients include?

2. What are four (4) examples of service requests?

3. What methods can you use to identify the support that is required by the client?

4. What should support call documentation detail?

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 5. What should service level agreements include?

6. What are clauses and constraints?

7. How can you contact a client?

8. List five (5) things quality can be related to.

9. Why is client contact important throughout the support process?

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ICTSAS509 - Provide client ICT support services Version 3
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 10. What methods can be used for communication?

11. What does ISO stand for?

12. What might resolution documentation include?

13. What must submissions be?

14. How can you collect feedback?

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 15. What is quantitative feedback?

16. What is qualitative feedback?

17. What should a follow up consist of?

18. What might the business domain be defined as?

19. What might software include?

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 20. What is a help desk?

21. What support functions might be provided?

22. What can a stakeholder analysis involve?

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ICTSAS509 - Provide client ICT support services Version 3
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 FORMATIVE ACTIVITY CHECKLIST
Formative Activity Checklist

For this assessment, the learner must complete the formative activities.

The formative activity is a stand-alone activity that will allow the learner to identify
the concepts and knowledge being taught and guide their learning in preparation for
summative assessment.

Learner Name:

Assessor Name:

Has the learner

satisfactorily completed
the formative activities?

Yes No

Did the Learner understand the concepts and knowledge being presented?

Who might clients include?  

What are four (4) examples of service requests?  

What methods can you use to identify the support that

 
is required by the client?

What should support call documentation detail?  

What should service level agreements include?  

What are clauses and constraints?  

How can you contact a client?  

List five (5) things quality can be related to.  

Why is client contact important throughout the support

 
process?

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ICTSAS509 - Provide client ICT support services Version 3
Course Code and Name
What methods can be used for communication?  

What does ISO stand for?  

What might resolution documentation include?  

What must submissions be?  

How can you collect feedback?  

What is quantitative feedback?  

What is qualitative feedback?  

What should a follow up consist of?  

What might the business domain be defined as?  

What might software include?  

What is a help desk?  

What support functions might be provided?  

What can a stakeholder analysis involve?  

Feedback to Learner:

Result  Satisfactory  Not Yet Satisfactory

Assessor’s Signature: Date:

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ICTSAS509 - Provide client ICT support services Version 3
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