ICTICT608 1

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Student Assessment Guide: ICTICT608 Interact with clients on a business level

ICT60220 Advanced Diploma of Information Technology Student Assessment Guide: ICTICT608 Interact with clients on a business level Copyright 2023  Australian College of Business Intelligence All rights reserved Version: 22.0 Date Modified: January 2023 No part of this publication may be reproduced, stored in a retrieval system or transmitted in any form or by any means, electronic, mechanical, photocopying, recording or otherwise without the prior written permission of Australian College of Business Intelligence. Disclaimer: The Australian College of Business Intelligence does not invite reliance upon, nor accept responsibility for, the information it provides. The Australian College of Business Intelligence makes every effort to provide a high-quality service. However, neither the Australian College of Business Intelligence, nor the providers of data, gives any guarantees, undertakings or warranties concerning the accuracy, completeness or up-to-date nature of the information provided. Users should confirm information from another source if it is of sufficient importance for them to do so. Student Assessment Guide: ICTICT608 Version: v22.0 Page 2 of 28 Developed by: ACBI Approved by: DoS Issued: January 2023 Review: January 2024

ICT60220 Advanced Diploma of Information Technology Student Assessment Guide: ICTICT608 Interact with clients on a business level Content s 1. Assessment Information ...................................................................................................... 4 A. Purpose of assessment ........................................................................................................................ 4 B. What you are required to do ............................................................................................................... 4 C. Competencies being assessed ............................................................................................................. 4 D. Important resources for completing this assessment ......................................................................... 5 E. A note on plagiarism and referencing .................................................................................................. 6 F. A note on questions with role plays ..................................................................................................... 6 G. Instructions for completing this assessment ....................................................................................... 6 2. Assessment Coversheet ....................................................................................................... 8 3. Assessment Questions ......................................................................................................... 9 A. Task A - Research and investigate Sydney Video Rentals .................................................................... 9 B. Task B - Research business domains .................................................................................................. 17 C. Task C - Write a new business proposal ............................................................................................. 20 D. Task D - Present your proposal .......................................................................................................... 22 4. Student Self Checklist ........................................................................................................ 25 Student Assessment Guide: ICTICT608 Version: v22.0 Page 3 of 28 Developed by: ACBI Approved by: DoS Issued: January 2023 Review: January 2024

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ICT60220 Advanced Diploma of Information Technology Student Assessment Guide: ICTICT608 Interact with clients on a business level 1. Assessment Information A. Purpose of assessment This assessment will develop your skills and knowledge required to interact with clients at a management level. It applies to individuals working as management personnel in a range of information and communications technology (ICT) areas who are responsible for maintaining client relationships. No licensing, legislative or certification requirements apply to this unit at the time of publication. B. What you are required to do For this assessment, you are required to complete 4 tasks:  Task A – Research and investigate Sydney Video Rentals  Task B – Research business domains  Task C – Write a new business proposal  Task D – Present your proposal All tasks of this assessment require you to use the provided case study information relating to the fictional company Sydney Video Rentals. C. Competencies being assessed Elements To achieve competency in this unityou must demonstrate your ability to: 1. Review client’s business domain 2. Develop new business with client 3. Negotiate new business initiatives 4. Monitor, adjust and implement procedures to maintain client focus Student Assessment Guide: ICTICT608 Version: v22.0 Page 4 of 28 Developed by: ACBI Approved by: DoS Issued: January 2023 Review: January 2024

ICT60220 Advanced Diploma of Information Technology Student Assessment Guide: ICTICT608 Interact with clients on a business level Performance Evidence Evidence of the ability to:  Assemble a proposal for a new business initiative  Develop a strong awareness of the clients business  Present and negotiate a proposal with the client  Formulate and implement new business  Monitor and maintain client relationship and requirements of service Knowledge Evidence You must be able to demonstrate knowledge of the following:  Discuss business practices relevant to understanding client needs, including: o Change management o Information gathering techniques o Planning process, including development of information and communications technology (ICT) business solutions o Preparation of reports  Identify current industry accepted hardware and software products relevant to client services and support, including: o General features and capabilities o Vendor product directions  Identify and interpret legal principles of commercial contracts and service level agreements (SLAs)  Interpret organisational policies, plans and procedures, including contracting  Summarise the concepts of negotiation and the process for building business relationships For further information on the competencies of this unit, please refer to: https://training.gov.au/Training/Details/ICTICT608 D. Important resources for completing this assessment To complete this assessment, please refer to the following resources provided on Moodle:  ICTICT608 Interact with clients on a business level learner guide  ICTICT608 Observation checklist  ICTICT608 Marking Guide  ICTICT608 Case study folder  Additional student assessment information Student Assessment Guide: ICTICT608 Version: v22.0 Page 5 of 28 Developed by: ACBI Approved by: DoS Issued: January 2023 Review: January 2024

ICT60220 Advanced Diploma of Information Technology Student Assessment Guide: ICTICT608 Interact with clients on a business level E. A note on plagiarism and referencing Plagiarism is a form of theft where the work, ideas, inventions etc. of other people are presented as your own. When quoting or paraphrasing from a source such as the Internet, the source must be recognised. If you are quoting a source, make sure to acknowledge this by including “quotation marks” around the relevant words/sentences or ideas. Note the source at the point at which it is included within your assessment, such as by using a citation. Then list the full details of the source in a ‘references’ section at the end of your assessment. All sources used for your assessment should be detailed in a ‘references’ section. It is advisable to never copy another person’s work. F. A note on questions with role plays The following questions involve role plays:  Task A, Question A7  Task D, Question D1 For these questions, as outlined below, you will be assessed on your ability to role play being a Consultant Manager at Sydney IT Consulting. These questions require you to manage meetings and take notes on what is discussed. Your Trainer & Assessor will also observe your meeting for Task D, Question D1. Please note: You will also need to attend separate meetings organised by other students whereby you role play being other people. This allows other students in your unit to also role play being the Consultant Manager. You do not need to take notes at meetings during which you are not role playing being the Consultant Manager. G. Instructions for completing this assessment Answer the questions below using the spaces provided:  Answer all parts of each question  Use your own words and give examples wherever possible  The quality of your answer is more important than how long it is  Enter your answers in this document You may use various sources of information to inform your answers, including your resources provided by ACBI, books, and online sources. You must acknowledge and cite your sources. Student Assessment Guide: ICTICT608 Version: v22.0 Page 6 of 28 Developed by: ACBI Approved by: DoS Issued: January 2023 Review: January 2024

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ICT60220 Advanced Diploma of Information Technology Student Assessment Guide: ICTICT608 Interact with clients on a business level Submission via Moodle Please refer to the “Instructions for Submitting Your Assessment” found within the unit course page on Moodle. NOTE: Please take care to follow all instructions listed. Assessments uploaded with a draft status on Moodle may not be graded. Student Assessment Guide: ICTICT608 Version: v22.0 Page 7 of 28 Developed by: ACBI Approved by: DoS Issued: January 2023 Review: January 2024

ICT60220 Advanced Diploma of Information Technology Student Assessment Guide: ICTICT608 Interact with clients on a business level 2. Assessment Coversheet 3. Assessment Questions Student Assessment Guide: ICTICT608 Version: v22.0 Page 8 of 28 Developed by: ACBI Approved by: DoS Issued: January 2023 Review: January 2024

ICT60220 Advanced Diploma of Information Technology Student Assessment Guide: ICTICT608 Interact with clients on a business level A. Task A - Research and investigate Sydney Video Rentals A1. Summarise the current business scenario of Sydney Video Rentals. Then develop an organizational chart based on the job descriptions provided in the case study. NOTE: Answer in 150-250 words. Write your answer here Sydney video rentals are a relatively small type of business that operates throughout the larger nations. Renting videos is the company's exclusive focus. There are perhaps 5,000 clients and 10,000 movies in total. David Lee is the business's proprietor, and he also serves as its manager. Around the company, there are six fixed and six non-fixed employees. David Lee is the business's owner and manager; he is under the category of those who prepare everything themselves. Owner and manager David Lee oversees all aspect of the company, including dealing with clients. As the business's owner and manager, he interacts with clients and attends to all their concerns and complaints. He does not hold the workers accountable for complaints and issues because they are already arranged in accordance with their responsibilities. The most seasoned employees are Deb Papadopoulos and Dawn Schultz; they essentially oversee and manage all operations that take place across the company and even assist the personnel in the process of training and guiding them in the fundamentals of the business. Dany Jones, Paul Trang, Mae Willis, and Terry De Santo make up the remaining members of the permanent staff. A2. Explain what a service standard is. Describe how Sydney Video Rentals can develop and maintain customer service standards. NOTE: Answer in 150-250 words. Write your answer here The service standard outlines the precise specifications for the services that the business will offer to customers. The standard lays forth the fundamental parameters of the services, identifies their restrictions, and establishes the benchmark for the services in order to offer customers superior services. In order to receive better comments and reviews from the public, service standards specify how to provide the services. It establishes a deadline for service delivery and offers instructions on how to deal with customers properly. Service standards aid in improving the company's reputation. Sydney video rentals can establish and uphold standards by establishing a set of guidelines and designating a person to oversee the quality control process, deal with customer complaints and difficulties, and check the services provided. By obtaining reviews and feedback from customers who Student Assessment Guide: ICTICT608 Version: v22.0 Page 9 of 28 Developed by: ACBI Approved by: DoS Issued: January 2023 Review: January 2024

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ICT60220 Advanced Diploma of Information Technology Student Assessment Guide: ICTICT608 Interact with clients on a business level have used the company's services, service quality should be evaluated. Setting the company's service standards can be greatly aided by reviews and comments. Users of the services can advise a business on how to best set the standard for the services. A3. In your own words, discuss why organisation values are so important. NOTE: Answer in 150-250 words. Write your answer here Values are crucial in an organisation since employees spend the most of their workdays there and often consider their workplace to be a second home. Therefore, values are an element of the workplace that demonstrate a person's regard and dignity for other people. Only when a person is committed to their work and full of ideals will the workplace prove to be productive. No matter how much a person contributes to the organisation in terms of work and money, their personality and respect for others are still counted as part of the company's principles and fundamental business manners. Employees are encouraged by organisational values to create standards for the business and train new hires in accordance with those standards. An organization's principles draw diverse individuals who are precisely the appropriate kind for the company, improving the working environment for employees. These fundamentals establish an organization's guidelines and define its regulations. This distinguishes the organisation from the competition in the market and attracts bright individuals who are not motivated by financial gain. Student Assessment Guide: ICTICT608 Version: v22.0 Page 10 of 28 Developed by: ACBI Approved by: DoS Issued: January 2023 Review: January 2024

ICT60220 Advanced Diploma of Information Technology Student Assessment Guide: ICTICT608 Interact with clients on a business level A4. Explain how Sydney Video Rentals can develop a business culture. NOTE: Answer in 150-250 words. Write your answer here The following ways Sydney video rentals can influence culture: Fostering a close relationship between the company's leaders and its employees. David Lee can encourage the staff to get along better with him because he can build a relationship with them and try to be friendlier with them in order to open them up to the other employees and to him because if he can foster an environment where the staff is open, then the staff will be easier to deal with. creating a mission for the organisation. A person loses interest in the next organisation after working in one with no clear goal. Therefore, it is possible to make it simple for the personnel to perform for the business by generating a clear and inventive objective. Making a purpose for oneself aids in motivating one to participate in the organisation. Recognising the staff members frequently. The relationship between the boss and the employee can be improved by frequently appreciating the abilities and contributions made by the employees. When the leader makes an effort to recognise their talents, appreciates their contributions, and assigns them to the appropriate field of work in order to motivate, provide for, and boost their confidence, the staff members of the Sydney rental video company will feel valued in the organisation. A5. Explain how change management can help Sydney Video Rentals to change effectively. NOTE: Answer in 150-250 words. Write your answer here Sydney video rentals might benefit from management changes because they can alter the business' environment. Making changes to the management processes and the environment, such as modifying some laws and regulations to foster greater openness and communication. Sydney video rentals can schedule some group meetings where they can discuss the opinions and issues that the staff is having and then offer solutions. The employees deal with a multitude of issues, some of which are between the members and others which are between the employer and the employees. As a result, various issues need to be resolved through conversation. In order to develop service standards, leaders must pay attention to all the necessary information and to everything that is happening within the organisation. There are many high and low points in the company that need Student Assessment Guide: ICTICT608 Version: v22.0 Page 11 of 28 Developed by: ACBI Approved by: DoS Issued: January 2023 Review: January 2024

ICT60220 Advanced Diploma of Information Technology Student Assessment Guide: ICTICT608 Interact with clients on a business level to be addressed. Altering the positions in the Sydney video rental stores might also be a good solution. Assistance must be given to those who have a lot of work to do and many opportunities to take advantage of. Helping them can be provided in the form of extra labour, help, or by splitting up the work among the staff members. If fewer staff members are needed, other staff members can be employed, and tasks that rely on a single person can be altered and distributed among other staff members. A6. Create a customer satisfaction survey using survey monkey. Insert a link to your survey below. Provide screenshot of the survey form. Insert your Survey Monkey survey link here. A7. Set up a meeting between:  Yourself, role playing being the Consultant Manager at Sydney IT Consulting  David Lee, the owner of Sydney Video Rentals, as role played by another student in your unit Use the meeting to discuss:  Sydney Video Rentals’ current business problems  Expected outcomes After the meeting, record notes of what was discussed. NOTE: Answer in 150-250 words. Meeting notes Write your answer here The following are the issues that Sydney renters encounter: Due to the city's expanding population, the company opened a second location. It started out well, but after an unexpected increase in business, it stopped and even started to fall. As client complaints grew more frequent each day, there were several issues. Customers were dissatisfied for a variety of reasons, including the extremely subpar services and lack of service quality. There Student Assessment Guide: ICTICT608 Version: v22.0 Page 12 of 28 Developed by: ACBI Approved by: DoS Issued: January 2023 Review: January 2024

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ICT60220 Advanced Diploma of Information Technology Student Assessment Guide: ICTICT608 Interact with clients on a business level was a shortage of competent employees who could perform the tasks that the consumers had requested. Customers are utterly dissatisfied since the films were of really poor quality. The Sydney outlets were surrounded by more competition, which caused the profit to fall by 20% from the previous year. Customers weren't informed of the declining process and left without ever returning since they didn't like the quality. As a result of their inability to operate productively and in the same manner as before, the staff was completely demotivated by the procedure. A8. Provide a summarised solution for Sydney Video Rentals, including cost and timeframe. NOTE: Answer in 150-250 words. Write your answer here The following are some potential solutions: • Hire personnel based on skill, not on considerations of humanity. People are chosen for short lists based on their humanity and how little efficiency contributes to a loss in profitability. • Sydney video rentals must offer a plan for continual expansion, do ongoing competitor research, and examine all the variables that need to change over a period. • Employees should receive training that reflects the needs of the customers and that prepares them to be instrumental in the expansion of marketing. • The company must hire a lot more effective staff rather than untrained personnel who are useless to the business because only effective staff can satisfy client loyalty and the staff may be motivated if the customer is satisfied. • Since the company's profit is calculated on a deficit basis, it is important to consider the expenses the business incurs. Numerous aspects need to be taken into consideration. Many employees put in a lot of time recording the data, and a lot of money—approximately $20,000—is spent on maintaining the books' entries. These records require a significant investment of time, money, and effort. Student Assessment Guide: ICTICT608 Version: v22.0 Page 13 of 28 Developed by: ACBI Approved by: DoS Issued: January 2023 Review: January 2024

ICT60220 Advanced Diploma of Information Technology Student Assessment Guide: ICTICT608 Interact with clients on a business level A9. Develop a service level agreement (SLA) for Sydney Video Rentals. NOTE: Answer in 300-600 words. Write your answer here Parties - The parties to this service level agreement, which is effective as of March 1, 2026, are David will of Sydney rental videos and John doe of Marine rental videos. The provider and the client are both referred to as parties. Both parties are prepared to recognise and acknowledge the promises made and the conditions that have been met in that regard. The following additional terms and conditions must be agreed upon: Term - Beginning the next Monday after the specified date, this agreement shall remain in effect until one of the parties terminates it in accordance with the reasons given. Payment - The client agrees to pay the supplier the sum determined by the two parties. Payment will be made each month via bank transfer, and it will only be cancelled with their mutual consent. Warranty - This contract offers the guarantee up until the point at which both parties have come to an agreement, are working under the warranty's warrant, and are able to do so up until the point at which they are able to make the agreed-upon financial payment. Confidentiality - Both parties concur that all information contained in the given agreement, including all papers and details, is secret and covered by the non-disclosure provision. No third party will be given access to any information about the contract, the business, or the delivered document; rather, it will only be shared between the two parties. Signature Signature Name Name Student Assessment Guide: ICTICT608 Version: v22.0 Page 14 of 28 Developed by: ACBI Approved by: DoS Issued: January 2023 Review: January 2024

ICT60220 Advanced Diploma of Information Technology Student Assessment Guide: ICTICT608 Interact with clients on a business level A10. Explain the factors that need to be considered while negotiating new business initiatives. Provide an example of real-life business negotiation to support your answer. NOTE: Answer in 150-250 words. Write your answer here The following elements should be taken into account when negotiating for a new business: The location where the new business will be located. According to the location where the stores must be opened, each marketing strategy must be examined. Competitors: As competition in every field rises daily, this aspect plays a significant role in starting a firm. Negotiating with these competitors is the foundation of any successful business. Advertising and marketing When starting a new business, numerous advertisements and marketing techniques are necessary to spread the word about the company and get it noticed by as many people as possible. Target market: We must use social media to reach the market for the goods we need to expand our business. A11. Describe what factors are to be considered when assessing progress for new business initiatives. NOTE: Answer in 150-250 words. Write your answer here Customer satisfaction should always be given first priority when starting a new firm because customers are the foundation of every successful enterprise. If the consumer is not satisfied, the business cannot function since there are numerous complaints, reviews, and feedback for the company. If complaints are filed back-to-back, the company is given the Detroit designation. consumer feedback: It is important to take into account consumer opinions and complaints when considering feedback and evaluations of a business since they highlight the strengths of the organisation and help it grow and become better. Company goodwill: In order to expand the business and grow is vital and the criteria are regarded crucial and important, the company's goodwill has to be clean and taken into consideration. Student Assessment Guide: ICTICT608 Version: v22.0 Page 15 of 28 Developed by: ACBI Approved by: DoS Issued: January 2023 Review: January 2024

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ICT60220 Advanced Diploma of Information Technology Student Assessment Guide: ICTICT608 Interact with clients on a business level Student Assessment Guide: ICTICT608 Version: v22.0 Page 16 of 28 Developed by: ACBI Approved by: DoS Issued: January 2023 Review: January 2024

ICT60220 Advanced Diploma of Information Technology Student Assessment Guide: ICTICT608 Interact with clients on a business level B. Task B-Research business domains B1. Select one of the following companies to review their business domain:  eBay  Amazon  Facebook  Netflix  Apple  Microsoft Once you have selected a company, discuss: a) The organisation’s service standards, values and culture b) The goods and services provided by the organisation NOTE: Answer in 400-800 words. Write your answer here A. The company's services are its business domain. The term "domain facilities" refers to all the many services that an organisation provides to suit the needs of its customers. Netflix offers the ability to access films, television shows, and documentaries that have been artistically produced all over the world. There are many different clients, each of whom has a unique set and quantity of programmes, documentaries, and genres. Netflix gives the ability to stream a variety of artistic works from around the globe in a variety of categories. Instead than limiting its services to a specific type of material, Netflix broadens its market by producing video that reflects various cultural mindsets in order to gather a greater variety of content. The Netflix organisation has adopted the following fundamental standards and cultural norms: • Promoting employee autonomy in making decisions. According to Netflix, a company should strive to treat its customers as a single entity rather than as a collection of individuals. By giving employees full access to decision-making authority and empowering them to make better choices in order to produce better and more original content, Netflix aims to foster a sense of trust among its workforce. Higher authorities are typically thought of as the ones who make decisions, but in this case, Netflix views the organisation as a whole; as a result, they support the practise of employees making decisions publicly. • Information sharing that is transparent. distributing all information within the company in an open manner, rather than among individuals or individually. They have a culture where they share all the material that has been given freely in the group and make it apparent for everyone in order to foster respect and trust among one another. There is a sense of equality among those who work for Netflix thanks to this culture. People are more likely to trust one another when they feel secure knowing that they will all be forthcoming with information and decisions that will improve and expand the firm. Student Assessment Guide: ICTICT608 Version: v22.0 Page 17 of 28 Developed by: ACBI Approved by: DoS Issued: January 2023 Review: January 2024

ICT60220 Advanced Diploma of Information Technology Student Assessment Guide: ICTICT608 Interact with clients on a business level • Transparent communication. Every organisation should have an open line of communication. Netflix places a strong emphasis on being highly transparent and communicative with its employees. As a company that works for and with its customers, Netflix believes that communication is the primary factor in fostering mutual respect and creativity. Employee and higher-up authority trust grows as a result of communication within an organisation. Netflix does not communicate within personal boundaries; instead, they work to promote an open communication system within the company and to get its employees to be more approachable and supportive of one another by communicating any miscommunications and all relevant information to foster growth. • Avoiding rules: Netflix supports the idea that rules should not be made because they are supposed to be broken. Any person who is working becomes more creative when they are not constrained by the association's regulations. In order to create a better and more creative atmosphere for its employees, the Netflix organisation aims to eliminate rules and regulations and create an open and unfettered workplace. Without limitations, people are more likely to engage in a variety of activities and creative endeavours, and Netflix gives its users the tools they need to produce more imaginative and superior content. The following values form the cornerstone of this organisation. • Selflessness: Netflix adheres to the principle of teamwork rather than working alone. People employed by Netflix are valued in accordance with their belief that Netflix is the organisation they work for and not just one person or a collection of people. The ideal method to work is to adhere to the principle of a single identity organisation, and Netflix values this value in its organisational structure. A type of value that is valued in the Netflix organisation is selflessness. • Courage: Well, if it's about Netflix, then we consider a lot of originality and various content types that are processed to numerous individuals worldwide that belong to various mindsets. Netflix needs brave creators who are willing to take risks in order to produce a lot of original content and the kind of work that makes viewers curious and interested enough to anxiously anticipate new episodes. The courage to develop the original content that clients demand is a requirement for Netflix employees. • Communicative: People working for Netflix must value interpersonal communication. The Netflix organisation values dialogue, being approachable and understanding of others' viewpoints. B. Netflix services: Netflix offers an endless number of different programmes and movies for streaming. Netflix provides limitless streaming services in a variety of ways for various consumers. The quantity is minimal, and the method is quite simple. Any age group and mentality can subscribe with ease. Since the given packages are even in the right range and are accessible to everyone, they are the most cost-effective option for offering services that are open to use by people of all mindsets. Student Assessment Guide: ICTICT608 Version: v22.0 Page 18 of 28 Developed by: ACBI Approved by: DoS Issued: January 2023 Review: January 2024

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ICT60220 Advanced Diploma of Information Technology Student Assessment Guide: ICTICT608 Interact with clients on a business level Student Assessment Guide: ICTICT608 Version: v22.0 Page 19 of 28 Developed by: ACBI Approved by: DoS Issued: January 2023 Review: January 2024

ICT60220 Advanced Diploma of Information Technology Student Assessment Guide: ICTICT608 Interact with clients on a business level C. Task C- Write a new business proposal C1. Develop new solutions for Sydney Video Rentals. You need to do some research to generate the new ideas and write a business proposal. Your business proposal must include the following information:  A description of your team and its leadership  An outline of the project’s details  An explanation of possible solutions  An outline of estimated time and cost  A description of deliverables  Procedures for monitoring, adjusting and implementing the project  Terms and agreement Use the template provided in the case study folder called “ Business Plan Proposal Template” to create your proposal. Also ensure you upload a copy of your proposal as part of your assessment submission. Save your proposal as “Sydney Video Rentals Proposal – Your Name ”, replacing “ Your Name ” with your first and last names. NOTE: Answer in 500 - 1,000 words The Business proposal is attached with the submission. Student Assessment Guide: ICTICT608 Version: v22.0 Page 20 of 28 Developed by: ACBI Approved by: DoS Issued: January 2023 Review: January 2024

ICT60220 Advanced Diploma of Information Technology Student Assessment Guide: ICTICT608 Interact with clients on a business level Student Assessment Guide: ICTICT608 Version: v22.0 Page 21 of 28 Developed by: ACBI Approved by: DoS Issued: January 2023 Review: January 2024

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ICT60220 Advanced Diploma of Information Technology Student Assessment Guide: ICTICT608 Interact with clients on a business level D. Task D- Present your proposal D1. You need to present the new business proposal you have developed as part of Task C to the client, Sydney Video Rentals[ SVR]. Set up a meeting with:  Yourself, role playing being the Consultant Manager at Sydney IT Consulting  David Lee, the owner of Sydney Video Rentals, as role played by another student in your unit  Deb Papadopoulos, a store supervisor at Sydney Video Rentals, as role played by another student in your unit NOTE: Your Trainer will observe this meeting and complete an observation checklist. Your proposal should address all the opportunities with the client such as knowledgebase support, training to the end user, sorting internet downtime and monitoring. The purpose of the presentation will be to communicate your proposal to the client directly and to give you a chance to negotiate or clarify the terms of the proposal with the client. Ensure the presentation includes:  An introduction of your company – make sure you describe your company and your team, including background Information about your company’s products and services  A review of the client’s business domain - Acknowledge your client organizational environment, values and standards. Examine and document the goods and services provided by SVR and present your expertise knowledge about client's product and services as well as review current service level agreements (SLAs) in points of assess previous business failure and customer feedback  A review of business improvement and opportunities for client - Present business needs and preferences to improve business growth.  An opportunity for negotiation - Identify bargain opportunities and scopes with clear, concise and comprehensive manner. Present costs and timeframes of your services; negotiate the terms with the client and record alterations.  Procedures for monitoring, adjusting and implementing the project, in order to maintain a business standard - Present ideas to gather client feedback to improve the proposals for further improvement After the meeting, record notes of what was discussed, including the information presented and the negotiation that took place. Also ensure you upload a copy of your proposal presentation as part of your assessment Student Assessment Guide: ICTICT608 Version: v22.0 Page 22 of 28 Developed by: ACBI Approved by: DoS Issued: January 2023 Review: January 2024

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ICT60220 Advanced Diploma of Information Technology Student Assessment Guide: ICTICT608 Interact with clients on a business level submission. Save your presentation as “Sydney Video Rentals Presentation – Your Name ”, replacing “ Your Name ” with your first and last names. Answer in 150-250 words. Meeting notes Write your answer here Meeting notes Author name: consultant manager Project type: business proposal Project proposal submission date: Introduction: Sydney IT consulting offers its clients services, and our business provided consulting services, IT strategy creation, and project and programme management to assist in the planning and implementation of the company's entire cycle of change. Professional in: - deep informational knowledge - developed operation strategies for every activity. - Different techniques used in difficult project management. - the client's line of business - Since the past five years, the SVR (Sydney video rentals) has offered services in a sizable rural community, renting out DVDs to their members. They have 5000 members in total and 10,000 videos in their library. - They employ 12 people, of whom 6 are permanent and the remaining 6 are temporary. For the expansion The business must alter the way it offers its services to clients and provide them with better and more modern ways to enhance the member support services they offer. Because a new competitor has entered the market, they must perform some marketing and branding to grow their business. Negotiation If the corporation chooses more than two plans, it will receive an offer. The membership holders will find the negotiation acceptable. The execution and supervision David Lee, the owner, and the consultant will both keep an eye on the process. Because she is the company's accountant and will manage its purchasing duties, Ted Sloan will implement the programme. Ajay Yadav Student Assessment Guide: ICTICT608 Version: v22.0 Page 23 of 28 Developed by: ACBI Approved by: DoS Issued: January 2023 Review: January 2024

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ICT60220 Advanced Diploma of Information Technology Student Assessment Guide: ICTICT608 Interact with clients on a business level Student Assessment Guide: ICTICT608 Version: v22.0 Page 24 of 28 Developed by: ACBI Approved by: DoS Issued: January 2023 Review: January 2024

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ICT60220 Advanced Diploma of Information Technology Student Assessment Guide: ICTICT608 Interact with clients on a business level 4. Student Self Checklist A. Student Self Checklist for Tasks A - D Candidate name: Unit of Competency: ICTICT608 Interact with clients on a business level Instructions: Place a tick ‘ ✓ ’ in the Yes (“Y”) column for each question you have completed all parts for. Task A- Research and investigate Sydney Video Rentals Did you: Y ✓ A1: Summarise the current business scenario of Sydney Video Rentals? Then develop an organizational chart based on the job descriptions provided in the case study? ✓ A2: Explain what a service standard is? Describe how Sydney Video Rentals can develop and maintain customer service standards? ✓ A3: In your own words, discuss why organization values are so important? ✓ A4: Explain how Sydney Video Rentals can develop a business culture? ✓ A5: Explain how change management can help Sydney Video Rentals to change effectively? ✓ A6: Create a customer satisfaction survey using survey monkey? Insert a link to your survey below? ✓ A7: Set up a meeting between:  Yourself, role playing being the Consultant Manager at Sydney IT Consulting?  David Lee, the owner of Sydney Video Rentals, as role played by another student in your unit? Use the meeting to discuss:  Sydney Video Rentals’ current business problems?  Expected outcomes? After the meeting, record notes of what was discussed during the meeting? ✓ Student Assessment Guide: ICTICT608 Version: v22.0 Page 25 of 28 Developed by: ACBI Approved by: DoS Issued: January 2023 Review: January 2024

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ICT60220 Advanced Diploma of Information Technology Student Assessment Guide: ICTICT608 Interact with clients on a business level A8: Provide a summarised solution for Sydney Video Rentals, including cost and timeframe? ✓ A9: Develop a service level agreement (SLA) for Sydney Video Rentals? ✓ A10: Explain the factors that need to be considered while negotiating new business initiatives. Provide an example of real-life business negotiation to support your answer? ✓ A11: Describe what factors are to be considered when assessing progress for new business initiatives? ✓ Task B - Research business domains Did you: Y ✓ B1: Select one of the following companies to review their business domain:  eBay  Amazon  Facebook?  Netflix?  Apple?  Microsoft? Once you have selected a company, discuss: a) The organisation’s service standards, values and culture? b) The goods and services provided by the organisation? ✓ Student Assessment Guide: ICTICT608 Version: v22.0 Page 26 of 28 Developed by: ACBI Approved by: DoS Issued: January 2023 Review: January 2024

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ICT60220 Advanced Diploma of Information Technology Student Assessment Guide: ICTICT608 Interact with clients on a business level Task C - Write a new business proposal Did you: Y ✓ C1: Develop new solutions for Sydney Video Rentals? Do some research to generate new ideas and write a business proposal? Ensure the business proposal includes the following information:  A description of your team and its leadership?  An outline of the project’s details?  An explanation of possible solutions?  An outline of estimated time and cost?  A description of deliverables?  Procedures for monitoring, adjusting and implementing the project?  Terms and agreement? Upload a copy of your proposal as part of your assessment submission? Save your proposal as “Sydney Video Rentals Proposal – Your Name”, replacing “Your Name” with your first and last names? ✓ Task D- Present your proposal Did you: Y ✓ D1: Set up a meeting with:  Yourself, role playing being the Consultant Manager at Sydney IT Consulting?  David Lee, the owner of Sydney Video Rentals, as role played by another student in your unit?  Deb Papadopoulos, a store supervisor at Sydney Video Rentals, as role played by another student in your unit? Ensure the proposal presentation includes:  An introduction of Sydney IT Consulting?  A review of the client’s business domain?  A review of business improvement and opportunities for client?  An opportunity for negotiation?  Procedures for monitoring, adjusting and implementing the project, in order to maintain a business standard? After the meeting, record notes of what was discussed, including the information presented and the negotiation that took place? Upload a copy of your proposal presentation as part of your assessment submission? ✓ Student Assessment Guide: ICTICT608 Version: v22.0 Page 27 of 28 Developed by: ACBI Approved by: DoS Issued: January 2023 Review: January 2024

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ICT60220 Advanced Diploma of Information Technology Student Assessment Guide: ICTICT608 Interact with clients on a business level Save your presentation as “Sydney Video Rentals Presentation – Your Name”, replacing “Your Name” with your first and last names? Student Assessment Guide: ICTICT608 Version: v22.0 Page 28 of 28 Developed by: ACBI Approved by: DoS Issued: January 2023 Review: January 2024

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ICTICT608 1

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