Assessment Task 1: Knowledge Questions

Course ICT60220 Advanced Diploma of Information Technology

Unit Code & Name ICTICT608 Interact with Clients on a Business Level
Assessor Name
Student Name Prithvi
Student Signature

Assessment Task 1: Instructions

Information for students

Knowledge questions are designed to help you demonstrate the knowledge which you have
acquired during the learning phase of this unit. Ensure that you:

 review the advice to students regarding answering knowledge questions in the IT Works
Student User Guide
 comply with the due date for assessment which your assessor will provide

 adhere with your RTO’s submission guidelines

 answer all questions completely and correctly

 submit work which is original and, where necessary, properly referenced

 submit a completed cover sheet with your work

 avoid sharing your answers with other students.

i Assessment information

Information about how you should complete this assessment can be found in
Appendix A of the IT Works Student User Guide. Refer to the appendix for
information on:

 where this task should be completed

 the maximum time allowed for completing this assessment task

 whether or not this task is open-book.

Note: You must complete and submit an assessment cover sheet with your work.
A template is provided in Appendix C of the Student User Guide. However, if your
RTO has provided you with an assessment cover sheet, please ensure that you
use that.

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Assessment Task 1: Knowledge Questions

Provide answers to all of the questions below:

1. Explain why is it important to understand change management when

providing new products and/or services to meet a client’s needs.
In order to modify a significant component of their organization, such as their
culture, technology, infrastructure, or internal procedures, a company or corporation
must implement change management. The process of leveraging change inside an
organization is known as "change management," and it typically entails three
stages: preparation, implementation, and follow-up.
When it comes to change management, a company mostly concentrates on the
changes of:
- Personnel
- Rules and regulations
Upskilling, processes, and redundancies

Management of change is crucial since it will motivate the organization to flourish

and expand. It also propels the effective acceptance and application of change
within the corporate setting. For instance, change management will enable
personnel to more effectively comprehend, commit to, and work throughout their
shift. Additionally, change management may make sure that employees are aware
of their new tasks and roles so they can provide fresh ideas to clients in order to
satisfy their needs and suggest fresh business chances.

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

1. One such approach involves exploring the client's website and scrutinizing any
relevant online articles or news pertaining to their organization as part of your
investigative process.

2. Another technique involves delving into the client's offered merchandise and/or
amenities on their website, and subsequently endeavouring to establish contact
with them. This may be accomplished through electronic mail, social media
platforms, or through an in-person rendezvous.

3. Moreover, a third strategy comprises of identifying the client's S.W.O.T.

analysis, which entails a comprehensive investigation of their Strengths,
Weaknesses, Opportunities, and Threats through meticulous study and
evaluation.

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

of ICT solutions.

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 The fundamental stages incorporated in a strategic planning procedure pertaining
to the progression of Information and Communications Technology (ICT)
resolutions.
 To gain knowledge of the client's enterprise,

 it is imperative to examine their paperwork thoroughly.

 One must be on the lookout for appropriate opportunities that can be

capitalized upon.

 After careful consideration, proposals must be created that meet the exacting
demands of the client.

 Once the proposal has been created, a meeting should be scheduled to

discuss the idea in detail.

 After this, the proposal must be completed with precision and accuracy.

 It is then a matter of monitoring the proposal's implementation closely.

 Finally, a comprehensive assessment must be conducted to gauge the

proposal's execution.

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:
A project proposal is a meticulously drafted exposition of a series of undertakings
aimed at addressing a particular issue. The efficacy of a project proposal hinges on
its ability to coherently present a research subject. For a project proposal to secure
approval, it is imperative that it comprehensively covers all aspects of the project.
When composing a sound project proposal, the ensuing factors ought to be taken
into account:

 It is imperative that a professional appearance is maintained at all times.

Irrespective of the potential client, it is essential that any project proposal is
presented and portrayed in a proper manner.

 In order for a proposal to be deemed successful, it must cater to the needs of

the potential client.

 Furthermore, a one-page overview that is dedicated to highlighting the

proposed project's solutions and benefits should be incorporated.

 The proposal body should encompass costs, contract terms, benefits, and
project management details.

 Moreover, the body may include additional themes or different aspects.

 It is crucial to note that proposals hold the potential to be transformed into

contracts, and it is mandatory that they are approved by the client prior to
implementation.
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 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.
Client reporting involves presenting campaign results and performance through
reports issued on a regular basis. These reports can be transmitted to customers
in various formats including print, e-mail, PDF file, and Power Point Slides.

They serve as the basis for strategic decision-making, focusing on metrics such as
website traffic, social media growth, lead generation, sales, brand recognition,
market analysis, advertising, and more.

Reporting to clients is advantageous as it helps us to have regular communication

with them, educate them on various aspects and update them on their as well as
our success.

Moreover, it ensures accountability on both sides. A report might cover three key
areas such as communication with clients, their personal details, and any queries
they might have.

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. Server:: A server is capable of Features of servers are

performing numerous
additional tasks as part of a
single request and
response, such as verifying
the requestor's identity,
ensuring that the client has
permission to access the
requested data or
resources, and properly
formatting or returning the
required response.
b Router A router is a device that is
capable of managing traffic
between these networks
by forwarding data packets
to their destination IP
addresses and enabling
multiple devices to connect
to the same internet
connection.
specific features relevant to
a specific type of server. For
example, regarding to
Microsoft Windows Server
version, the computers could
be set to share resources
and respond to requests
from clients, and this version
supports numerous
applications and databases.
Features of routers are
specific features relevant to
a specific type of router. For
example, a main feature of
a Wireless router would be
an Ethernet cable to
connect to a modem. This
router create WLANs
(wireless local area
networks), which connect
multiple devices using

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c. Service Software This software is used to
manage communication
channels, including email,
live chat, messaging, and
self-service, and it may also
integrate with external
communications tools like
social media or group chat
systems.
d. database system: A CRM is capable of storing
client’s data that allows the
company to easily access
details about clients
promptly. These specific
details in the database can
vary depending on a
company's needs.
wireless communication
Main features of customer
service software depend on
the type of software. For
example, key features of
Help desk software is
centralizing all
servicerelated customer
interactions, and,
depending on the tool, it
can handle support requests
from multiple channels like
email, live chat, social
media, and phone.
Features of these are
specific features relevant to
a specific type of client
database software. For
example, a company would
consider using behavioural
database software. This
software collects data which
offers insights into how a
client experiences a product
or service. It can also
support to identify client’s
preferences and future
buying habits and trends.

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.
All suppliers of IT products must stay updated with the latest trends in the ICT
industry. This is crucial because technology is continuously evolving, and as a
result, consumers will always seek and anticipate more advanced versions of
software and hardware that provide better performance and increased security.
Additionally, keeping up with trends helps IT suppliers enhance their core values,
reputation, and profits.
There are currently three types of IT products that are gaining popularity.

The first one is a robust anti-virus software that provides protection against
potential cyber-attacks. This type of software is becoming increasingly important as
more and more business is being conducted digitally, and the threat of
cybercriminals is on the rise.

The second type of product is software that is designed to support cryptocurrency

transactions, such as Atomic Wallet. This type of software is especially useful for
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 those who trade in cryptocurrency, as it helps to simplify the transaction process
and ensure the safety of their transactions.

Lastly, there is hardware such as 3D printers, which are used to fulfil clients'
specific needs for their work. These printers are becoming increasingly popular in a
variety of industries, including architecture, medicine, and product design.

They allow for highly customized and precise manufacturing, which is particularly
valuable in fields where accuracy and attention to detail are critical. In conclusion,
these three types of IT products are proving to be incredibly useful in today's digital
age and are likely to continue to grow in popularity in the years to come.

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

binding.
A legally binding contract refers to agreements that are enforceable by law and are
entered into by two or more parties. The validity of these agreements is determined
by both federal and state contract laws. In such contracts, all parties have equal
obligations to comply with the terms and conditions outlined therein. Therefore, it
is important for all parties to fully understand the implications of entering into a
legal binding contract before doing so.

A legally binding contract is a masterpiece consisting of four crucial components,

namely:

 an agreement that binds both parties,

 a consideration that is exchanged,

 an offer that is made, and

 the potential breach of contract that could arise.

9. List three examples of what could constitute an unfair contract term
under consumer law.
As per the guidelines set forth by the Australian Consumer Law (ACL):

a) A clause in a consumer contract is deemed unjust if it results in a material

imbalance between the rights and duties of the parties involved.

b) Additionally, it is considered unreasonable if it is not essential to protect the

legitimate interests of the party who stands to gain from such a clause.

c) Furthermore, if the implementation or reliance on such a clause causes any form

of harm, be it financial or otherwise, to any of the parties, it is considered unfair.
Therefore, t is imperative to ensure that consumer contracts are drafted with
utmost care and attention to avoid any potential unfairness.

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 10. Explain the purpose of an indemnification clause within a contract and
service level agreement.
A service-level agreement (SLA) defines the level of service expected by a
customer from a supplier, laying out the metrics by which that service is measured,
and the remedies or penalties, if any, should the agreed-on service levels not be
achieved.

The purpose of an SLA is to provide the user of the service with the information
necessary to understand and use the contracted services. It is imperative that the
SLAs contain the necessary information to use and manage the service delivery.

Example 1: A service provider asking their customer to indemnify them to protect

against misuse of their work product.

Example 2: A rental car company, as the rightful owner of the car, having their
customer indemnify them from any damage caused by the customer during the
course of the rental

11. List five key inclusions of a contract.

a) A contract is a legal agreement between two or more parties in which they agree
to each other's rights and responsibilities. The five elements of an enforceable
contract are:
a) Offer,
b) acceptance,
c) awareness,
d) consideration, and
e) capacity

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.

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 Value for money is the main objective of the CPRs. Those in charge of procurement
must be convinced following reasonable enquiries that the purchase results in a
value for money conclusion. Purchases may consist of:

1. Encourage competition while being inclusive;

2. Use public funds in a way that is lawful, successful, practical, and complies with
Province principles.

3. Increase accountability and transparency in the making of choices;

4. Promote responsible taking chances and and

5. Reflect the kind, extent, and scale of this company's necessity.

Price is not the only factor to be taken into account when evaluating value for
money. An authorized individual who conducts purchasing must evaluate the
pertinent financial and non-financial costs and benefits of each proposal, especially
but not limited to: The fundamental principle of the offered goods and services

 Suitability to the purpose of the proposal;

 The potential supplier's operating record and pertinent knowledge;

 Versatility in proposals (including creativity and adaptation across the whole

contract process);

 Environmental sustainability of the anticipated goods and services (such as

energy effectiveness, environmental impact, and use of recycled items); and

 Overall life-cycle costs.

Whole-life expenses commonly consist of:

a. the original purchase price of the goods and services;

b. operating and maintenance costs;
c. transition out costs;
d. licensing bills (if applicable);
e. the cost of extra features acquired after the first purchase;
f. consumption costs;
g. disposal costs

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

contracting.

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 Additionally, businesses may have specific contract development processes, such
as:

 Agreement on the product or service under the contract.

 Produce the agreement with the appropriate template.

 Have every participant sign the agreement

 Process of creating and putting into effect the contract

14. Describe the key steps in a successful negotiation.

The following are crucial actions to do in order to conduct a good negotiation:

 Understanding the current issue is the first step. Every side should go into a
negotiation with a clear understanding of what they intend to get out of the
process.

 The following step is for each side to present their case, including their
objectives, desired outcomes, and trade-offs they are willing to make. Both sides
must pay attention to one another for the dialogues to be productive.

 The two sides exchange ideas, alternatives, and sometimes even conflicts for
most of the negotiation process. A solution can be selected, rejected, or changed
until it is agreed upon by all parties.

 In a written contract, the agreement is usually explicitly stated for the benefit of
both parties. This agreement is carefully reviewed and amended as necessary
until it satisfies the needs of all parties concerned.

 The execution of the agreement is the last stage in the negotiating process.

 If the agreement is no longer beneficial to one or both parties, new discussions

can be initiated to revise the agreement and come to a better, more long-
lasting solution.

15. Summarise two key concepts of negotiation and how these can be used
to build effective business relationships.
These two fundamental negotiating ideas—which may be applied to forging
successful commercial connections—are:

1) The idea that a dispute must be settled in the interests of both parties constitutes
the basis to negotiation. There is a chance to establish a commercial connection
because both sides are eager to get to know one another.
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 2) The idea of win-win bargaining is crucial. When both parties are pleased with
their results, the circumstance is said to be win-win. This suggests that everyone
is content, which is the best result that can be drawn. As a consequence,
successful commercial alliances are made possible.

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International College of Australia Pty Ltd T/A Western Sydney College
RTO: 45360 | CRICOS: 03690M