Reference no: EM132391745
Unit Code and Names - ICTICT608 Interact With Clients On a Business Level
Qualification - ICT60115 Advanced Diploma of Information Technology
Subject Name - Manage ICT Communication
Academies Australasia, Sydney, Australia
Purpose of the assessment - The purpose of this assessment is to assess the student in the following outcomes:
1. Review client's business domain
1.1 Research organisational service standards, values and culture to understand the organisational environment.
1.2 Investigate and document the goods and services provided by the organisation.
1.3 Review current service level agreements (SLAs) if appropriate.
2. Develop new business with client
2.1 Research client service needs and preferred level of service.
2.2 Research opportunities for new business with client.
2.3 Develop draft proposals to cover these new initiatives.
2.4 Develop processes to ensure that issues, concerns and problems identified by team members are recognised and addressed.
3. Negotiate new business initiatives
3.1 Conduct a session with the client to present the new opportunities.
3.2 Present proposals to the client in a clear, concise and comprehensive manner.
3.3 Present proposed cost and timeframes to the client.
3.4 Negotiate terms with the client and record alterations if required.
3.5 Clarify areas of uncertainty or disagreement.
3.6 Document agreement negotiated with the client.
4. Monitor, adjust and implement procedures to maintain client focus
4.1 Assess progress in achieving new client initiatives.
4.2 Gather client feedback to improve the proposals.
4.3 Adjust service provided to the client based on client feedback and in line with organisational guidelines.
4.4 Document changes to new provisions.
Assessment - Project Case Study / Report Writing
Case Study: AAG Hardware Upgrade Project
Company: Solutions Consulting Pty Ltd
Assumptions - Solution Consulting Pty Ltd has started the department recently. AAG will be the first client of this department.
You have been selected as I.T Project Manager at Solutions Consulting Pty Ltd. to develop and negotiate new business with AAG.
Your responsibilities are as below:
- Prepare draft proposals
- Negotiate, develop and present proposal
- Address client needs and level of service
- Identify new opportunities
- Develop processes and procedures to address issues, concerns and problems
- Prepare documentation and reports
You will choose the team members as required for the project. Team members will be chosen from pool of IT staff, expert and consultants at Solutions Consulting Pty Ltd.
To simulate a real work environment, your trainer will assume the role of Timothy Walker, Managing Director at AAG and also Senior Project Manager.
Solutions Consulting Pty Ltd will be liable for damages if it fails to complete the project or not meet the contract conditions of scope, time and cost.
You can make other assumptions as appropriate.
Your Task -
You will write a proposal report.
Your report format will be as follows:
SECTION 1: CLIENT INTRODUCTION
INTRODUCTION
CLIENT BUSINESS DOMAIN AND ENVIRONMENT
- Organisational service standards
- Organisational values and culture
- Goods and services provided
- Current service level agreements
PROPOSED SOLUTION DETAILS DRAFT
- Client service needs and preferred level of service
- Solution Details Draft
- Solution Pricing Draft
- Support Process (Dedicated Account Team) and Contact Details
SECTION 2: CLIENT WORKSHOP, REVIEW OF PROPOSAL FOR FEEDBACK FROM TRAINER
- New service Level Agreement Terms
- Current Service Level Agreement
- Signed agreement
SECTION 3: SOLUTION PERFORMANCE MONITOR FOR AAG
- Client feedback
- Revised solution details
- Variation to SLA
- Managed Service Level Agreement Terms
- Addition To Service Level Agreement
- Pricing Details
- Signed Agreement.
Attachment:- Business Level Assignment File.rar