student

assessment tasks

ICTICT608
Interact with
Interact with clients on a
business level
 CO
NTENTS
Introduction........................................................................................................................................ 4
Assessment Task 1: Knowledge Questions......................................................................................5
Assessment Task 1: Checklist........................................................................................................... 8
Assessment Task 2: Project Portfolio.............................................................................................. 10
Assessment Task 2: Checklist......................................................................................................... 15
Final Results Record....................................................................................................................... 17
BSBWRT301 Write simple documents Trainer Guide

Introduction
The assessment tasks for ICTICT608 Interact with clients on a business level are outlined in the
assessment plan below. These tasks have been designed to help you demonstrate the skills and
knowledge that you have learnt during your course.
Please ensure that you read the instructions provided with these tasks carefully. You should also
follow the advice provided in the IT Works Student User Guide. The Student User Guide provides
important information for you relating to completing assessment successfully.

Assessment for this unit

ICTICT608 Interact with clients on a business level describes the skills and knowledge required to
interact with clients at a management level.
For you to be assessed as competent, you must successfully complete two assessment tasks:

 Assessment Task 1: Knowledge questions – You must answer all questions correctly.

 Assessment Task 2: Project – You must work through a range of activities and complete a
project portfolio.

BSBLDR511 Develop and use emotional intelligence | 3

BSBWRT301 Write simple documents Trainer Guide

Assessment Task 1: Knowledge Questions

Questions
Provide answers to all of the questions below:

1. Explain why it is important to understand change management when providing new products
and/or services to meet a client’s needs.

Answer: The introduction of a new system, product, or service inevitably induces changes within a
business, impacting various elements such as staff, processes, procedures, policies, skill
enhancement, and possibly leading to redundancies. When suggesting new business
opportunities to clients and developing proposals, it becomes essential to carefully consider
change management.

2. List at least three methods that can be used to find out about a client’s business and their
needs.

Answer: Various methods, tools, and techniques are utilized for information gathering, each with
its distinct advantages and disadvantages. Three notable approaches include:

 Examining the client's website

 Conducting research on the company's products and services online or through in-person
investigation
 Scrutinizing the client's existing service level agreements with various customers

3. List key steps involved in a planning process relevant to the development of ICT solutions.

Answer: The essential steps in a planning process pertinent to the development of ICT solutions
generally encompass:

 Gain familiarity with the client's business.

 Scrutinize their documentation.
 Explore relevant opportunities.
 Develop proposals in accordance with the client's requirements.
 Arrange a discussion to delve into the proposal.
 Conclude and finalize the proposal.
 Supervise the implementation of the proposal.
 Assess the effectiveness of the proposal's implementation.

4. Assume that you need to report on client needs in the form of a project proposal. Describe
what a project proposal is and what it should include:

Answer: A project proposal functions as a comprehensive description of a series of activities

crafted to address a specific problem. To ensure success, the project proposal must provide a
well-organized outline of a research idea.

BSBLDR511 Develop and use emotional intelligence | 4

BSBWRT301 Write simple documents Trainer Guide

To create a successful project proposal, consider the following key points:

 Professional Appearance:
Ensure the proposal maintains a professional appearance suitable for any prospective
client.
 Alignment with Client Needs:
The proposal must address and fulfill the prospective client's specific needs for success.
 One-Page Summary:
Include a concise one-page summary highlighting the project's solutions and benefits.
 Content Elements:
The body of the proposal should encompass details on costs, contract terms, benefits, and
project management. It may also cover additional topics or various aspects related to the
proposal.
 Contractual Nature:
Recognize that proposals may serve as contracts and typically require client approval
before proceeding.
Crafting a project proposal that adheres to these considerations enhances its likelihood of
success.
.

5. Explain why it may be beneficial to develop a report about client needs following a meeting
with a client to discuss their requirements. List three points that the report might include.

Answer:

The agency-client relationship heavily relies on client reporting, acting as the conduit through
which a company conveys marketing outcomes to its customers. It demonstrates the
organization's commitment to supporting its clients and serves as the foundation for discussions
on how the company aligns with its clients' values. Here are some advantages of client reporting:

 Regular Communication:
Client reporting facilitates regular communication between your company and its clients.
 Informed Clients:
It keeps clients well-informed about the organization's activities.
 Accountability:
Regular reporting establishes a sense of accountability.
 Enhanced Transparency:
It simplifies the achievement of transparency in the agency-client relationship.
 Results Presentation:
Clients can be presented with results through a comprehensive report.

A client report typically includes:

BSBLDR511 Develop and use emotional intelligence | 5

BSBWRT301 Write simple documents Trainer Guide

 Overview of Present Scenario/Condition

 Achieved Milestones
 Challenges Faced
 Strategies to Overcome Challenges

By encompassing these elements, client reporting contributes to a more transparent, informed,

and accountable relationship between the agency and its clients.

6. Identify two types of hardware and two types of software products that are relevant to
providing client services and support. The products you choose must be current products and
relevant to industry. For each product, give a brief description of the product and at least two
overall capabilities, as well as two features relevant to specific products.

Hardware/Software Capabilities (2) Features (2)

a. Monitors (Hardware): A  Showcase images,  Comprises

typical monitor comprises a videos, and graphics components like
visual display, a casing, and the power supply,
information.
a power supply. The housing circuit board,
of the monitor contains  Ideal for gaming casing, and display
circuitry, screens, power applications terminals.
supplies, and buttons for
 Nowadays,
adjusting screen settings.
numerous monitors
are not only cost-
effective but also
more affordable.

 Capable of  Dual-sided
recognizing pre- scanning capability
b. Scanners (Hardware): A
printed specific fonts  Simple and
scanner is a device equipped
in alphanumeric customizable file
with optical character characters, hand- naming
recognition capabilities. It printed letters or
consists of a computer symbols, or
processor, a scan head, and barcodes
an output device. The scan  Facilitates sharing
head reads the image, and photos.
the computer processes it
into a readable format. For
instance, invoices received
on payment checks from
direct-mail marketers can be
scanned and interpreted
using a scanner.

c. Java is a globally  Develop  Quick,

BSBLDR511 Develop and use emotional intelligence | 6

BSBWRT301 Write simple documents Trainer Guide

recognized, object-oriented comprehensive  Secure, and

programming language applications that can Dependable
based on classes, designed operate on a
to eliminate implementation standalone computer
dependencies. It serves as a or be distributed
computer platform for across networks
application development. among servers and
clients.
 Java is also
employed in the
creation of Android
applications.

d. Windows 10 is the most  Multiple Desktops  Cortana: Similar to

recent iteration of the and Task View: virtual assistants
Microsoft Windows Windows 10 allows like Siri and Google
operating system. It users to organize Now, Cortana is a
succeeds previous versions their workflow with voice-activated
such as Windows 8 (released multiple desktops, virtual assistant in
in 2012), Windows 7 (2009), providing a Windows 10. Users
Windows Vista (2006), and convenient way to can interact with
Windows XP (2001). While move windows to Cortana through
older versions were primarily virtual desktops and the computer's
tailored for desktop and avoid clutter. The microphone, asking
laptop computers, Windows Task View feature questions or
10 is designed to run simplifies window issuing commands.
seamlessly on tablets as management by Cortana can
well. providing an provide
overview of all open information on
windows. various topics, such
as weather
 Xbox App and updates.
Streaming: Windows
10 includes the Xbox  Desktop and
app, providing users Security
with access to their Enhancements:
Xbox gaming Windows 10
experience on their introduces
PC. This feature improvements to
allows for seamless the desktop
gaming and environment,
streaming enhancing user
integration between experience and
the PC and Xbox, functionality.
enhancing the Additionally, the
overall gaming operating system
experience. includes
advancements in

BSBLDR511 Develop and use emotional intelligence | 7

BSBWRT301 Write simple documents Trainer Guide

security features,
ensuring a more
secure computing
environment for
users.

7. Assume that a company selling a range of IT hardware and software is keeping up to date with
trends in the ICT industry, explain why this is important and then identify three types of
products that it is possible they may sell in the future if they keep up with trends. To complete
this question, you will need to review trends in the ICT industry.

Answer:
In the ever-evolving realm of communication and technology, change is both imperative and
unavoidable. These industries are marked by continual growth and advancement, and companies
that resist adopting cutting-edge procedures and tools risk becoming obsolete. The importance of
staying abreast of the latest developments in the ICT industry can be encapsulated as follows:

 Competitive Edge:
Businesses must acknowledge that their competitors are leveraging cutting-edge technology in a
highly competitive environment. Evaluating technological innovations and integrating them into
various facets of the business, such as marketing plans, social media engagement, advertising,
SEO, and targeted outreach, is crucial for maintaining a competitive edge.
 Client Retention:
Cultivating client loyalty necessitates the use of state-of-the-art technologies to enhance the
customer experience. Ensuring that your company provides a seamless and enjoyable client
experience promotes customer loyalty. Streamlining processes, whether for a swift online
purchase or website navigation, is vital, as complex processes can deter clients and lead to lost
revenue.
 Remaining Relevant:
Staying current with the latest technological advancements is essential to remaining relevant. The
rapid emergence of modern technologies underscores the need to stay attuned to the demands
and expectations of clients. Utilizing the latest technologies and keeping abreast of trends are
critical to being perceived as an industry authority by both current and potential clients.

In summary, adapting to change and staying current with technology is not only a strategic
advantage in a competitive industry but is also crucial for attracting new business and retaining
existing clients. All these factors ultimately contribute to a company's long-term success..

8. List four elements that a contract should include for it to be legally binding.

Answer: For a contract to possess legal enforceability, it must incorporate these four fundamental
components:

BSBLDR511 Develop and use emotional intelligence | 8

BSBWRT301 Write simple documents Trainer Guide

Offer:
A declaration of intent expressing the willingness to enter into a contract under specific
conditions.
Acceptance:
A distinct and unequivocal agreement to the terms of the proposal, leading to a mutual
consensus.
Mutual Intention:
To establish a legally binding connection, both parties must share a mutual intention for their
agreement to have legal consequences.
Consideration (Usually Money):
An item of value, typically money, exchanged as compensation for the contract between the
involved parties.
Together, these crucial elements guarantee the contract's legitimacy and legal effectiveness.

9. List three examples of what could constitute an unfair contract term under consumer law.

Answer: Within the framework of the Australian Consumer Law, unfair contract terms encompass
provisions that create an imbalance between parties in a contract. These may include:

a) Terms Allowing Avoidance or Limitation of Obligations:

Provisions that grant one party the ability to evade or restrict their contractual duties,
unfairly favoring them over the other party.
b) Terms Allowing Unilateral Contract Termination:
Provisions that authorize one party, without a corresponding right for the other, to
unilaterally terminate the contract.
c) Terms Imposing Unequal Penalties:
Provisions that impose penalties or consequences for breaches or terminations that
disproportionately affect one party compared to the other.

These categories delineate unfair contract terms, aiming to ensure equitable and just contractual
relationships between parties.

10. Explain the purpose of an indemnification clause within a contract and service level
agreement.

Answer: An indemnification clause carries substantial legal significance, outlining the service
provider's commitment to indemnify the customer company in the event of breaches of its
warranties. In this context, indemnification entails the provider's responsibility to compensate the
customer for any third-party litigation costs resulting from breaches of the agreed-upon
warranties. This facet of the agreement functions as a vital legal safeguard, clearly delineating the
extent of the service provider's responsibilities as outlined in the Service Level Agreement (SLA).

11. List five key inclusions of a contract.

BSBLDR511 Develop and use emotional intelligence | 9

BSBWRT301 Write simple documents Trainer Guide

Answer: Five crucial components to incorporate in a contract include:

 Identification of the Involved Parties:

Clearly define the parties involved, encompassing any sub-contracting arrangements.
 Specification of Contract Duration:
Clearly outline the duration or period for which the contract is valid.
 Definitions of Key Terms:
Provide explicit definitions for key terms utilized throughout the contract.
 Description of Goods/Services:
Clearly describe the goods and/or services to be received or provided, highlighting key
deliverables.
 Payment Details and Dates:
Specify payment details and due dates, and consider whether interest will be applied to
late payments.

12. Review the procedure for commonwealth procurement at the following link:
https://www.finance.gov.au/sites/default/files/2019-11/CPRs-20-April-2019_1.pdf
Explain in your own words how this government department ensures that value for money in
contracting third parties is achieved.

Answer: The procurement process, involving the acquisition of products and services, begins with
identifying needs and determining what to purchase. In Commonwealth procurement, the steps
encompass:

Risk Assessment:
A comprehensive analysis of the risk associated with the procurement.
Investigating and Assessing Options:
Comparison of quotes from different suppliers and a thorough review of their profiles to consider
alternative possibilities.
Awarding and Reporting Contracts:
The selection of the ideal supplier and the drafting of an agreement.

The primary goal of Commonwealth procurement is to achieve the highest return on investment.
Emphasis is placed on obtaining value for money, with cost-effectiveness being a crucial factor.
When assessing value for money, it is essential to consider both financial and non-financial
aspects, beyond the price. These include:

 Standard of Products and Services

 Appropriateness for the Intended Use
 Relevant Accomplishments and Experience of Potential Suppliers
 Adaptability of the Plan
 Environmental Sustainability of the Suggested Goods and Services (e.g., energy efficiency,
environmental impact, use of recycled products.

13. Give an outline of a procedure that an organisation might use for contracting.

BSBLDR511 Develop and use emotional intelligence | 10

BSBWRT301 Write simple documents Trainer Guide

Answer: A procedural outline for contracting within an organization may include the following
steps:

 Agree on the Product or Service:

Identify and reach an agreement on the specific product or service that the contract will cover.

 Draw up the Contract:

Utilize the appropriate template or framework to create the contractual document outlining the
terms and conditions.

 Contract Signing:
Ensure all parties involved sign the contract to signify their agreement and commitment.

 Implement the Contract:

Put the agreed-upon terms and conditions into action, initiating the execution of the contract.

14. Describe the key steps in a successful negotiation.

Answer: The essential steps for conducting a successful negotiation include:

Understanding the Issue:

Ensure a comprehensive understanding of the matter at hand, with each party entering the
negotiation with clear objectives.
Presenting Each Side's Case:
Articulate the goals, desired outcomes, and potential offerings from each side, fostering active
listening to facilitate successful negotiations.
Engaging in Dialogue:
Engage in a continuous exchange of ideas, options, and arguments, allowing for the exploration,
selection, rejection, or modification of solutions until a mutually acceptable agreement is reached.
Formalizing the Agreement:
Clearly document the agreed-upon terms, often in a written contract. Thoroughly review and
amend the document as necessary until it satisfies all parties involved.
Fulfilling the Agreement:
Implement and adhere to the terms outlined in the agreement, ensuring that both parties fulfill
their respective obligations.
Continuous Evaluation and Adjustment:
Regularly assess the effectiveness of the agreement. If it becomes untenable for either party,
negotiations may recommence to amend the contract and find a more sustainable solution.

15. Summarise two key concepts of negotiation and how these can be used to build effective
business relationships.

Answer: At the heart of negotiation lies the identification of a shared interest that forms the basis
for the negotiation process. This common interest provides an opportunity to cultivate a business
relationship, as both parties express a mutual desire to engage with each other.

The win-win concept plays a pivotal role in negotiation, emphasizing an outcome that is
advantageous to all parties involved. Attaining a win-win outcome means reaching an agreement

BSBLDR511 Develop and use emotional intelligence | 11

BSBWRT301 Write simple documents Trainer Guide

that is acceptable and satisfying to each party, fostering a sense of contentment. This optimal
outcome is instrumental in nurturing effective and sustainable business relationships.

BSBLDR511 Develop and use emotional intelligence | 12

BSBWRT301 Write simple documents Trainer Guide

Assessment Task 1: Checklist

Student’s name: Amer Sheblee

Student ID: 2100143

Did the student provide a Completed

sufficient and clear answer successfully? Comments
that addresses the
suggested answer for the Yes No
following?

Question 1

Question 2

Question 3

Question 4

Question 5

Question 6a

Question 6b

Question 6c

Question 6d

Question 7

Question 8

Question 9

Question 10

Question 11

Question 12

Question 13

Question 14

Question 15

Task outcome:  Satisfactory  Not satisfactory

BSBLDR511 Develop and use emotional intelligence | 13

BSBWRT301 Write simple documents Trainer Guide

Assessor signature:

Assessor name:

Date:

BSBLDR511 Develop and use emotional intelligence | 14

BSBWRT301 Write simple documents Trainer Guide

Assessment Task 2: Project Portfolio

BSBLDR511 Develop and use emotional intelligence | 15

 BSBWRT301 Write simple documents Trainer Guide

PORTFOLIO
Student Version

ICTICT608
Interact with clients on a business level

BSBLDR511 Develop and use emotional intelligence | 16

CONTENTS
Section 1: Draft Proposal Template............................................................................................................ 5
Section 2: Final Proposal............................................................................................................................ 7
Section 3: Service Level Agreement........................................................................................................... 9
Section 4: Survey..................................................................................................................................... 10
Section 5: Progress Report...................................................................................................................... 11
Section 6: Updated Proposal and Service Level Agreement....................................................................12
 Student name: Amer Sheblee

Assessor: Mr Udesh Amarasinghe

Date: 29/11/23

Business this assessment is Grow management consultants

based on:

Documentation reviewed as Proposals, Services, Cost, Timeline

part of this assessment:

ICTICT608 Interact with clients on a business level_Student Assessment Tasks V1.0

Section 1: Draft Proposal Template
Document your draft proposal here using the template. Use diagrams and flow charts as relevant to
assist with understanding the proposal.
Client Proposal
Include the name of the business for this
proposal
Background
Provide a background for the client i.e., the
products and service they provide and their
service standards, values and culture.
Research and document. trends relating to
the client’s business.
ICTICT608 Interact with clients on a business level_Student Assessment Tasks V1.0
Grow Management Consultants.
Founded in 2010, Grow Management
Consultants specializes in providing organizations
with services geared towards elevating the
leadership skills of their staff. The company is
dedicated to utilizing its current knowledge and
expertise to assist clients in enhancing their
leadership performance.
Committed to nurturing exceptional leadership
qualities in individuals and groups, Grow
Management Consultants offers a diverse range
of services. These include coaching, mentoring
training, evaluation of management initiatives,
development of creative resources and tools,
guidance on establishing a leadership culture,
and acknowledgment of leadership excellence.
The company is steadfast in sharing best
practices for future success.
Culture and Values:
At Grow Management Consultants, there is a
proactive promotion of a work environment that
fosters innovation and adaptability among team
members, all while upholding the highest
standards of customer service. The guiding
principles for all actions revolve around being
Exceptional, Innovative, Respectful, and
Dependable.
Client-Centric Approach:
To strengthen connections with clients, Grow
Management Consultants prioritizes meeting
high-quality management demands, enhancing
employee skills to improve customer service, and
promoting innovation to effectively address
client needs.
Service Requirements:
The key service criteria encompass responding to

Client needs
Outline the client’s needs as per the
information provided/that you can access.
ICTICT608 Interact with clients on a business level_Student Assessment Tasks V1.0
all queries within three working days,
maintaining a constructive and considerate
attitude towards all concerned parties, and
allocating the necessary time to execute agreed-
upon tasks.
For more information and to explore trends
related to the client's business, please visit:
Client's Business Trends
Our client, Grow Management Consultants, is in
search of assistance for the revamping of their
current website, which they perceive as
outdated and straightforward. Intrigued by the
offerings of IT Biz Solution, they are keen to
explore possibilities for a more effective and
modern online presence.
Upon the launch of the new website, Grow
Management Consultants intends to take over its
management, despite their current lack of
expertise, as they are confident in acquiring the
necessary knowledge soon.
Expressing concern about the efficacy of their
digital interaction and internet connection, Grow
Management Consultants believes that
harnessing online media can contribute to
building strong and enduring business
relationships, even though their primary mode of
client interaction is in-person.
To expedite the process, Grow Management
Consultants is seeking a draft proposal from IT
Biz Solution, encompassing deadlines. This
approach will allow them to align the proposal
review with their operational schedule.
Following the submission of the proposal, they
plan to schedule a meeting for further
discussion.
 Service level agreements
Describe service level agreements currently
in place.
Services offered
Describe the services sought by the client.
Identify any additional services that you
consider could benefit the client
Cost
Document the proposed cost for the
services required by the client. Make sure
you refer to current fee information to
develop costings.
ICTICT608 Interact with clients on a business level_Student Assessment Tasks V1.0
Grow Management Consultants utilizes Xero for
their integrated online accounting requirements.
They have entered into a service level
commitment with Office Galaxy to guarantee
that any technology procured through them is
kept current and well-maintained. The Service
Level Contract remains valid for an additional
year until it undergoes revision or update.
IT Biz Solutions is dedicated to meeting the
diverse needs of its clients through the following
services:
Digital Marketing Services:
IT Biz Solutions is committed to facilitating the
business growth of its clients by offering
comprehensive digital marketing services. This
encompasses expertise in online marketing,
social media, strategy formulation, organization,
graphic design, and related disciplines.
Managed Email Service:
Clients can maintain seamless email
communication with their contacts, vendors, and
contractors through IT Biz Solutions' Managed
Email Service. This service efficiently and
affordably addresses common email problems,
including malware threats, server malfunctions,
faulty email connections, rejection of valid emails
due to server capacity, an excess of junk mail in
the inbox, and difficulty finding important emails.
Managed Security Services:
IT Biz Solutions prioritizes the protection of each
company's confidential data from internet
threats. The Managed Security service offers a
practical and cost-effective solution to safeguard
data from threats such as virus attacks, data
theft, email attacks, unauthorized system access,
and outages.
Here are the fees for IT Biz Solutions' services:
Managed Email Services:
Fee: $1600
Set up and Staff Training:
Monthly Fee: $200 per month
Managed Security Services:
 Annual Fee: $1000

Digital Marketing Services:

Hourly Rate: $75 per hour

Simple Website Construction:

Fee: $5,000

Complex Website Construction:

Fee: $10,000

Website Maintenance:
Monthly Fee: $400 per month

Staff Training:
Hourly Rate: $75 per hour

Timelines The duration of the Website Maintenance

service is twelve months, starting from the
Document the timelines for the services client's selection.
required by the client.

ICTICT608 Interact with clients on a business level_Student Assessment Tasks V1.0

Section 2: Final Proposal
Document your final proposal here using the template. Highlight the main areas of change from the
draft proposal so it can be seen what changes were made.

Client Proposal Grow Management Consultants.

Include the
name of the
business for
this proposal

Background Founded in 2010, Grow Management Consultants specializes in providing

businesses with services tailored to enhance the leadership skills of their
Provide a workforce.
background for
the client i.e. Dedicated to leveraging its existing knowledge and expertise in effective
the products leadership practices, Grow Management Consultants is unwavering in its
and service commitment to nurturing exceptional leadership qualities in both individuals
they provide and groups. The array of services offered by the company includes:
and their
service  Coaching and mentoring training
standards,  Evaluation of management initiatives
values and  Development of creative resources, tools, and guidance
culture.  Assistance in establishing an organizational culture
 Recognition of leadership excellence, coupled with a focus on
Research and
comparing and implementing future best practices
document.
trends relating
Culture and Values:
to the client’s
At the heart of Grow Management Consultants is a commitment to fostering
business.
an innovative and adaptable work environment for its team members, all
while upholding the highest standards of customer service. Guided by
principles of being Exceptional, Innovative, Respectful, and Dependable, the
company prioritizes meeting the high-quality management needs of its
clients to cultivate stronger relationships.

Key focus areas for Grow Management Consultants include boosting

employee skills to enhance customer service and promoting innovation to
better address client needs.

Service Requirements:
The primary criteria for service provision involve responding to all inquiries
within three working days, maintaining a constructive and considerate
attitude toward all involved parties, and allocating the necessary time to
execute agreed-upon tasks.
Client needs Grow Management Consultants, an existing client, is seeking support for the
upgrade of its outdated website. The current site is relatively basic,
Outline the prompting the company's interest in exploring the services offered by IT Biz
client’s needs. Solution.

ICTICT608 Interact with clients on a business level_Student Assessment Tasks V1.0

 Upon the completion of the new website, Grow Management Consultants
envisions taking over its management, despite the current lack of expertise
among their staff. They are optimistic about acquiring the required
knowledge soon.

Expressing concerns about the effectiveness of their internet

communication, Grow Management Consultants is interested in exploring
whether IT Biz Solution can enhance their online presence. They believe that
their internet connection is not as efficient as it could be.

Despite primarily engaging with clients in person, Grow Management

Consultants recognizes the potential for establishing strong and lasting
business relationships over an extended period through internet media.

To streamline the process, Grow Management Consultants is requesting a

draft proposal from IT Biz Solution at the earliest convenience. Following
that, they plan to schedule a meeting for further discussion. The inclusion of
deadlines in the proposal would be highly appreciated to align with their
firm's operations.
Service level Grow Management Consultants depends on Xero to fulfill its integrated
agreements online accounting needs. A service level agreement (SLA) established
between Grow Management Consultants and Xero ensures that any
Describe
technology acquired through this arrangement is current and in optimal
service level
working condition. The responsibility for providing and managing the
agreements
company's hardware lies with Office Galaxy. The SLA will remain valid for an
currently in
additional year unless it undergoes revision or renewal.
place.

Services The services offered by IT Biz Solutions encompass the following:

offered
 Digital Marketing Services:
Describe the IT Biz Solutions is dedicated to assisting clients in expanding their
services sought businesses through comprehensive digital marketing services. Our
by the client. offerings include web design, social media management, internet
Identify any marketing, strategy development, organizational support, content
additional creation, graphic design, and education to enhance operational
services that efficiency in the digital era.
you consider
could benefit  Managed Email Service:
the client With IT Biz Solutions' Managed Email Service, clients can maintain
uninterrupted email communication with their clients, suppliers, and
freelancers. We provide efficient and cost-effective solutions to
common email issues, including virus threats, server failures, faulty
email connections, server capacity limitations, email rejections, inbox
clutter, and difficulty finding crucial emails.

 Managed Security Services:

Every organization's confidential information requires proper

ICTICT608 Interact with clients on a business level_Student Assessment Tasks V1.0

 protection from online threats. IT Biz Solutions offers Managed
Security Services, providing clients with cost-effective and practical
solutions to safeguard data from both internal and external threats.
This service helps prevent issues such as virus attacks, data theft,
spam attacks, unauthorized system access, and downtime.
Cost **Details Fees**
Managed Email Services (Including Staff Training) $1600
Document the Managed Security Services (Annual Fee) $1000
final agreed
Digital Marketing Services $75 per hour
costs for the
Simple Website Construction $5,000
services
Complex Website Construction $10,000
required by the
Website Maintenance $400 per month
client.
Staff Training $75 per hour
Make sure you Managed IT Services $500 per month
include final
costs as
discussed at
the meeting.

Cost **Details Fees**

Managed Email Services $1600
Document the Set up and Staff Training (Per Month) $200
proposed cost
Managed Security Services (Annual Fee) $1000
for the services
Digital Marketing Services (Per Hour) $75
required by the
Simple Website Construction $5,000
client. Make
Complex Website Construction $10,000
sure you refer
Website Maintenance (Per Month) $400
to current fee
information to Staff Training (Per Hour) $75
develop
costings.

Timelines (12) Twelve-Month Duration of Website Maintenance Chosen by the Client.

Document the
final timelines
agreed for the
services
required by the
client.

ICTICT608 Interact with clients on a business level_Student Assessment Tasks V1.0

Section 3: Service Level Agreement
The Service level Agreement should be developed using the Service Level Agreement Template or
your business’ own template. Include your final SLA for the client below.

IT Biz Solutions

Maintenance and Service Level Agreement

1.1 Statement of Intent

This agreement establishes a framework for close collaboration between Grow Management
Consultant and IT Biz Solutions, enabling IT Biz Solutions to provide support services to Grow
Management Consultant. It ensures that end users of Grow Management Consultant have
access to prompt and efficient support. The objectives of this Agreement are outlined in Section
1.2. Each party is required to understand and comply with its responsibilities under this
Agreement, fostering an environment that encourages reaching and sustaining the desired
service levels.

1.2 Objectives of Service Level Agreements

 To create an environment for efficient collaboration between IT Biz Solutions and Grow
Management Consultant in supporting end users.
 To clearly define the obligations of each participant under the Agreement, ensuring
that IT Biz Solutions provides comprehensive assistance to enable Grow Management
Consultant to deliver high-quality service to customers.
 To define the commencement, term, and provisions for contract reviews, preventing
miscommunication by outlining the type of assistance IT Biz Solutions will offer and the
level of service Grow Management Consultant can expect.
 To encourage mutual understanding of the skills, requirements, and major stakeholders
involved in the service level measurement process.

1.3 Definitions

 Maintenance Service Fee: The cost that the Client pays for website maintenance and
maintenance-related support, assessed either monthly or yearly. The selected
maintenance level influences the price.
 Website maintenance: Simple updates and additions to the website, excluding server-
side programming and database changes.
 Server-side script: A program run on a server before data reaches the user's PC,
including languages like PHP, ASP, and ASP.NET.
 Term: The initial twelve-month stretch of Website Maintenance that begins after the
Client's choice.
 Renewal Term: Any additional twelve-month period chosen by the client for Website
Maintenance services following the "Term."
 Software: Creative works, manuals, guidelines, and materials related to how a website
functions, including the website itself, content administration systems, and third-party
programs like forums and blogs.

ICTICT608 Interact with clients on a business level_Student Assessment Tasks V1.0

 1.4 Services

**Details Fees**
Managed Email Services $1600
Set up and Staff Training (Per Month) $200
Managed Security Services (Annual Fee) $1000
Digital Marketing Services (Per Hour) $75
Simple Website Construction $5,000
Complex Website Construction $10,000
Website Maintenance (Per Month) $400
Staff Training (Per Hour) $75

1.5 Duration of Website Maintenance Agreement

The agreement spans twelve (12) months, with an automatic renewal term unless termination
notice is received, commencing once the initial term concludes.

1.6 Termination of Website Maintenance Agreement

a. Termination is possible with a 10-day cooling-off notice after the commencement or renewal
date as specified in the agreement. The termination takes effect upon receiving written
notification.

b. If the Client terminates the Agreement before the End Date, unpaid Periodic Service Fees will
be levied based on the duration of the service level.

1.7 Amendments to Contract

The Website Maintenance Agreement's level can be altered by providing 30 days’ written
notice.

1.8 Client Responsibilities

1.8.1 Obligations

The Client agrees to grant adequate access to all necessary employees for IT Biz Solutions to
address questions or issues with the Software. The client also commits, upon request, to
promptly adopt any updates provided by IT Biz Solutions or a third party. Additionally, the
client should furnish IT Biz Solutions with any extra information or software needed for website
maintenance, along with a reasonable explanation of the maintenance to be performed.

1.8.2 Primary Contacts

The Client must designate a single individual within the organization as the primary point of
contact with IT Biz Solutions, responsible for support on the telephone support line. All client
assistance requests must go through this contact and be documented internally.

ICTICT608 Interact with clients on a business level_Student Assessment Tasks V1.0

 1.8.3 Level of Effort

In 99% of cases, IT Biz Solutions will initiate online presence maintenance within three days of
receiving the request.

1.8.4 Error Correction

The Client must promptly inform IT Biz Solutions of any Website Maintenance issues, providing
an issue report and sufficient information for IT Biz Solutions to reproduce the error. IT Biz
Solutions will make reasonable efforts to resolve reported issues. For reproducible Website
Management errors attributable to OPTINFRA, IT Biz Solutions will commence fixing within two
(2) days of receipt. Errors not attributable to IT Biz Solutions will not be corrected by the
company.

1.8.5 Go Live Policy

No programs, bug fixes, or modifications will go live on Fridays unless otherwise agreed, aiming
to minimize the risk of critical errors over the weekend when support is limited.

1.8.6 Increasing charges

The Company may increase the Annual Charge, Regular & Exceptional Hourly Charges as
defined in this Agreement by providing 14 days' prior written notice, effective at the conclusion
of the notice period.

1.8.7 Representatives

Representatives appointed to oversee and maintain the service agreement:

 Grow Management Consultant

 IT Biz Solutions

1.8.8 IT Biz Solutions Contact Information

Website Maintenance service is available from Monday to Friday.

Address: 159 Farr St, Rockdale, NSW-2216, Australia

Tel: +61 02 425217587
Email: support@itbizsolutions.com.au

Web: www.itbizsolutions.com.au

ICTICT608 Interact with clients on a business level_Student Assessment Tasks V1.0

 2.0 Acceptance of Agreement

I have read and agreed to the above IT Biz Solutions’ Terms and Conditions and Website
Maintenance Service Agreement.

Client’s Signature: __ ___________________________

Date: __________________
Signature of IT Biz Solutions’ Representative: ___________________________

ICTICT608 Interact with clients on a business level_Student Assessment Tasks V1.0

Section 4: Survey
i. On a scale of 1 to 5, with 1 indicating Strong Disagreement and 5
Survey
representing Strong Agreement, how effectively did the proposal
Docume communicate the project's goals and objectives?
nt your ii. Do you believe the suggested project deadlines and schedules are
survey reasonable and achievable? (Yes/No)
here. iii. Does the plan adequately address the potential risks and challenges that
may arise during the project? (Yes/No)
Include
iv. Provide recommendations on enhancing the proposal's depth of information
at least and comprehensiveness when outlining the project plan.
five v. Do you consider the proposed budget and cost projections appropriate and
question justified based on the project's scope? (Yes/No)
s that
can
easily be
answere
d to
assist
with
clients
completi
ng the
survey.
Your
question
s should
focus on
how the
proposal
can be
improved
.
You
should
also
attach
your
survey
tool e.g.
a
screensh
ot, a link
to the
survey.

ICTICT608 Interact with clients on a business level_Student Assessment Tasks V1.0

 Survey tool or link ☐

https://docs.google.com/forms/d/
1mdMOK3bURn1EQbVLeRIlASD6dUt0mgW6da6Vs9yAKR4/edit

Attach:

ICTICT608 Interact with clients on a business level_Student Assessment Tasks V1.0

Section 5: Progress Report
Progress Report
Include a project progress
report here.
Include full details of the
project’s progress, issues
and solutions to deal with
issues.
Also summarise the
feedback you received on
your proposal.
Include the response to
your survey.
ICTICT608 Interact with clients on a business level_Student Assessment Tasks V1.0
Subject: Website Project Update
Dear Project Manager,
I trust this message finds you well. I wanted to provide you with a
progress update on the website project. The front page has
received approval, and our focus is now on gathering the
necessary information and images for the remaining sections.
Currently, we are ahead of schedule and optimistic about meeting
the project completion deadline.
To streamline data collection, corporate management has engaged
several administrative assistants, who have been commendable in
their work despite their busy schedules. They are well-organized
and have efficiently contributed to the project.
In preparation for the website's maintenance phase, I conducted
an additional hour-long training session for the administrative
assistants. While they are undoubtedly capable individuals, I have
reservations about their ability to meet expectations given their
existing workload. It seems they are overwhelmed with
administrative duties, and introducing website maintenance
responsibilities may be challenging. They appear to prefer
customer-facing tasks aligned with their primary roles.
Despite this, their support in gathering project information has
been invaluable. At present, it seems they may not be equipped to
handle website upkeep. If you have any further questions or
concerns, please feel free to reach out.
Best regards,
Website Team Leader
Subject: Managed Email Services Project Update
Dear Project Manager,
I trust this message finds you well. I wanted to provide you with a
quick update on the progress of the Managed Email Services
project at Grow Management Consultants.
I am pleased to report that the project is advancing smoothly, and
we find ourselves ahead of schedule. This is partly due to the
efficient reuse of some work completed for a business consulting
firm last year. Leveraging our previous experience has allowed us
 to expedite certain aspects of the project.

The development of the new system is progressing well, and we

anticipate being ready to present it to the company's management
in approximately two weeks. If you have any questions or need
further details, please feel free to reach out.

Best regards,

Team Leader for Email Services

Client Satisfaction Survey Summary

The survey outcomes reveal highly positive responses from clients,

indicating a significant level of satisfaction with your services.
Summarizing the client reactions:

Service Satisfaction:
Client Reaction: Extremely Satisfied

Level of Service Ranking:

Client Reaction: Excellent

Responsiveness to Concerns or Questions:

Client Reaction: Extremely Responsive

Assistance Ranking:
Client Reaction: Excellent

Likelihood of Referral:
Client Reaction: Very Likely

These responses not only highlight the excellence of your services

but also emphasize client appreciation for responsiveness and
assistance. The strong likelihood of clients recommending your
services bodes well for the potential growth and reputation of
your business. Leveraging these positive results for marketing or
continuous improvement efforts would be advantageous.

Attach: Completed survey tool (by client) ☒

ICTICT608 Interact with clients on a business level_Student Assessment Tasks V1.0

Section 6: Updated Proposal and Service Level
Agreement
Include an updated proposal and SLA here. Ensure you include a version number to show that this
is an updated version. Highlight changes you have made.

1.1 Purpose Statement

This agreement establishes a strong collaborative foundation between Grow Management

Consultant's clients and IT Biz Solutions. It empowers IT Biz Solutions to provide comprehensive
support services for Grow Management Consultant, ensuring timely and effective support for end-
users. Section 1.2 outlines the key objectives of this agreement, emphasizing the importance of
mutual understanding and commitment to achieving and maintaining the specified service
standards.

1.2 Objectives of Service Level Agreements

 Foster a collaborative environment for effective service delivery to end consumers by

Grow Management Consultant and IT Biz Solutions.
 Clearly define the responsibilities of each party under the agreement, ensuring IT Biz
Solutions' full endorsement of Grow Management Consultant and the delivery of
excellent service to end-users.
 Specify the scope of expertise and customer service levels provided by IT Biz Solutions,
avoiding misconceptions and outlining the agreement's commencement, initial term, and
review provisions.
 Facilitate a shared understanding of capabilities, requirements, and key stakeholders
involved in the product and service level measurement process.

1.3 Definitions

 Depending on the chosen service level, the Client will be invoiced either monthly or yearly
for website maintenance and related support.
 Website upkeep refers to minor alterations, excluding server-side programming and
database changes.
 Term signifies the initial 12-month Website Maintenance period chosen by the client.
 Software encompasses creative creations, programs, guidelines, policies, and supporting
materials used in website operation.

1.4 Services and Costs

Please note any modifications or additional services in the updated list of services and associated
costs. Provide detailed information for each service.

1.5 Duration of Website Maintenance Agreement

This agreement is effective for a full twelve months. The renewal term begins automatically unless
termination is requested.

ICTICT608 Interact with clients on a business level_Student Assessment Tasks V1.0

1.6 Termination of Website Maintenance Contract

The term or renewal may be terminated within the 10-day cooling-off period after the
agreement's commencement or renewal date, with written notification. If the client cancels
before the End Date, unpaid Support Service Fees will be levied based on the longest tenure level.

1.7 Contractual Modifications

 Changes to the website upkeep agreement level can be made with 30 days' written
notice. Outline the procedure and requirements for contract amendments.

1.8 Client Obligations

 Specify any changes or new obligations for the client in this section.

1.8.7 Representatives

 Update names and phone numbers of representatives overseeing the service agreement.

1.8.8 Contact Information for IT Business Solutions

Ensure contact details are up to date.

2.0 Acknowledgment of Agreement

I confirm that I have read and agreed to the terms and conditions of IT Biz Solutions' Website
Maintenance Service Agreement, Version 2.0.

ICTICT608 Interact with clients on a business level_Student Assessment Tasks V1.0

Assessment Task 2: Checklist
Student’s name: Amer Sheblee

Student ID: 2100143

Completed
successfully? Comments

Did the student: Yes No

Research the prospective client’s

organisational service standards, its
company values and culture to
understand the organisational
environment they will be working with?

Investigate and document the services

that could be provided to the prospective
client’s organisation?

Review the prospective client’s current

service level agreements?

Research the prospective client’s service

needs and their preferred level of
service?

Research opportunities for business with

client that has not been suggested by
the client?

Develop a draft proposal to that includes

any new initiatives?

At the meeting, present the proposal to

the client in a clear, concise and
comprehensive manner?

At the meeting, present the proposed

cost and timeframes to the client?

At the meeting, negotiate the terms with

the client and record the required
alterations?

During the meeting, clarify areas of

uncertainty or disagreement with the

ICTICT608 Interact with clients on a business level_Student Assessment Tasks V1.0

 client?

During the meeting, demonstrate

effective communication skills including:

 Speaking clearly and concisely

 Using an appropriate voice tone

 Using non-verbal communication to

assist with understanding

 Asking questions to identify

required information

 Responding to questions as
required

 Using active listening/reflective

responses techniques to confirm
understanding?

Document the agreement as negotiated

with the client?

Develop a survey to obtain client

feedback?

Assess the project’s progress in the

client’s objectives?

Adjust the services provided to the client

based on feedback?

Document any changes to the services

being provided to the client?

Task outcome:  Satisfactory  Not satisfactory

Assessor signature:

Assessor name:

Date:

ICTICT608 Interact with clients on a business level_Student Assessment Tasks V1.0

Final Results Record
Student name: Amer Sheblee

Student ID: 2100143

Assessor name: Mr Udesh Amarasinghe

Date 29/11/23

Final assessment results

Result

Task Type Satisfactory Unsatisfactory Did not submit

Assessment Task 1 Knowledge questions S U DNS

Assessment Task 2 Project Portfolio S U DNS

Overall unit results C NYC

Feedback
 My performance in this unit has been discussed and explained to me.
 I would like to appeal this assessment decision.

Student signature: Amer Sheblee______________________________ Date: 29/11/23__________

 I hereby certify that this student has been assessed by me and that the assessment has been
carried out according to the required assessment procedures.

Assessor signature: _______________________________________ Date: _________________

ICTICT608 Interact with clients on a business level_Student Assessment Tasks V1.0