DIT119_TLCR_AD_June2024
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Academies Australasia College *
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119
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Industrial Engineering
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Jun 6, 2024
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Assessment Descriptor Module Code: DIT 119 Module Title: Team Leadership and Client Relations Term: June 2024 Units of Competency BSBXTW401 Lead and facilitate a team ICTSAS527 Manage client problems
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Diploma of Information Technology Team Leadership and Client Relations June 2024 ASSESSMENT SUMMARY ASSESSMENT TASK
Submission due MARKS
Assessment 1 Class 7 50% Assessment 2 Class 15 50% Assessment tasks are designed to assist students to achieve the learning outcomes of the unit. They are an integral part of the teaching and learning process and should be attempted by all students. In order to achieve a pass in this unit, students must achieve 50% of the overall marks. SERIOUS ACTION WILL BE TAKEN AGAINST ANY FORMS OF PLAGIARISM. STUDENTS ARE ADVISED TO CONTACT THEIR LECTURER(S) FOR GUIDANCE ON HOW TO AVOID PLAGIARISM.
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Diploma of Information Technology Team Leadership and Client Relations June 2024 TITLE: Lead and facilitate a team STATUS: In-Class - Individual Assignment VALUE:
50% DUE DATE: Class 7
Assessment 1 Task: Case Study: Developing and Deploying a Software application from development site to on site by the Software Development Team Case Scenario: You are a Project Manager
in a software development company. The company develops and deploys application software from development to on-site. The team that you manage and lead must work in synergy through out the development, testing and migration stages and ensure the successful working of the application on site. The team must be able to meet the demands of the clients right from the development phase to migration and execution on site where the application will be deployed. Challenge: The migration of the application software presents various technical challenges that require strong leadership and facilitation skills to overcome. IT environments can be challenging in terms of the components and infrastructure it is build and configured with. Firstly, the team can seek outside consultants or professional services with the experience and expertise you need to make your migration project a success. Secondly, you can overcome a lack of expertise by choosing a migration tool that makes everything easier using automation, orchestration, and simplified workflows to save time and eliminate complexity. Outside help from a trusted source can streamline the project to help the team move faster and more effectively.
Competencies to Demonstrate: Technical Knowledge:
As a team lead, you need to possess strong technical knowledge and expertise related to application software migration. This includes understanding different software platform providers, automation with less scripting, networking concepts, security protocols, and best practices for software development, deployment and migration. Team Coordination:
Coordinate the efforts of different team members involved in the deployment process, such as system administrators, software engineers, migrations specialists, and software developers. Assign clear roles and responsibilities, establish effective communication channels, and ensure smooth collaboration between team members. ASSESSMENT - 1
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Diploma of Information Technology Team Leadership and Client Relations June 2024 Planning and Execution:
Develop a comprehensive software development and deployment plan that outlines the steps, timelines, and dependencies involved in developing the software, testing the software and migrating the executable version to on-site. Break down the plan into actionable tasks and ensure their proper execution. Monitor the progress regularly and adjust the plan as necessary to ensure successful deployment. Risk Management:
Identify potential risks and challenges associated with the development and deployment process, such as quality of coding, system testing, execution at development site and later at application site, network disruptions, or compatibility issues. Develop contingency plans and mitigation strategies to address these risks. Proactively communicate and manage expectations with stakeholders to minimize the impact of any potential issues. Communication and Documentation:
Maintain effective communication with stakeholders, such as project managers, department heads, and end-users, to keep them informed about the deployment progress, potential disruptions, and expected benefits. Document the deployment process, including configuration settings, network diagrams, and troubleshooting steps, for future reference and knowledge sharing. Problem Solving:
Actively identify and address technical issues that arise during the development and deployment process. Encourage your team members to think critically and propose innovative solutions. Foster a collaborative problem-solving environment and provide guidance and support to resolve technical challenges effectively. Continuous Learning:
Promote a culture of continuous learning within the team. Encourage team members to stay updated with the latest advancements in software development and software platforms and attend relevant training or certification programs. Facilitate knowledge sharing sessions to ensure the team collectively enhances their skills and expertise. Technical Challenges: Poor Testing: A common pitfall in migration projects is a lack of testing. This can be due to poor planning, lack of time, or lack of resources to perform the testing. Whatever the reason, not being able to test the migration process can result in many errors and unforeseen problems during migrations. These unforeseen problems can add to both the length and cost of the migration project and cause key deadlines to be missed.
Data Migration:
Transferring large volumes of data from development site to migration site while minimizing downtime and ensuring data integrity can take a very long time with too much of scripting involved. Network Configuration:
Setting up virtual private networks (VPNs), firewalls, load balancers, and other networking components to establish secure and efficient communication between the application site network and migration site network. Application Deployment:
Ensuring that existing software applications seamlessly run while the new application software is being deployed can be overwhelming for the migration site. The entire process can be quite laggy and team must look at off-peak times or offline migration if possible
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Diploma of Information Technology Team Leadership and Client Relations June 2024 where it does not affect the current working of already used application that may be serving a huge customer base who may not be happy with disrupted service. Security and Compliance:
Implementing robust security measures, such as encryption, access controls, and monitoring, to protect sensitive data and comply with industry regulations. Scalability and Performance Optimization:
Designing the application software to handle the anticipated workload, ensuring scalability, and optimizing performance to meet the company's requirements. By effectively leading and facilitating the team through these technical challenges, you will ensure a successful deployment of the application software, providing the company with enhanced scalability, flexibility, and cost savings in its software development and migration processes. Your role and responsibilities •
Prepare performance plans and assign tasks to team members with appropriate instruction and considering any required contingencies •
Coordinate team and individuals and provide the required feedback and assistance to team members •
Support team to complete the work activities •
Monitor team performance based on the work plans •
Collate and provide feedback on individual and team performance •
Identify and implement development opportunities for others •
Manage conflicts and challenges according to organisational requirements •
Other ad-hoc responsibilities to ensure smooth running of the project as per the clients requirements. Your task: This assessment task requires you to demonstrate skills to lead and facilitate a team. You need to complete the following activities: •
Activity 1: Plan team outcomes •
Activity 2: Prepare work plan •
Activity 3: Conduct a coaching session •
Activity 4: Support ICT team during the implementation of the project •
Activity 5: Prepare action plans based on the individual and team performance •
Activity 6: Monitor the outcomes of action plans The lecturer can answer your questions related to understanding the requirements associated with the assessment task. The lecturer will act according to job role and responsibilities. Your lecturer will provide assistance and feedback throughout the various stages of this report.
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Diploma of Information Technology Team Leadership and Client Relations June 2024 Report Requirement: •
Microsoft Word •
1.5 lines spaced, 12 pt. Arial •
Cover Sheet with all the information and signed •
Page number in the footer at the bottom right corner •
Table of contents •
Provide references where applicable Activity 1: Plan team outcomes Activity context Management wants you to plan team outcomes for the ICT project. The purpose of planning team outcomes is to ensure that the team members are clear regarding the following: •
expected outcomes •
goals •
behaviours Description of the activity This activity requires you to plan team outcomes. You are required to complete the following: •
Part A: Identify the common objectives of a workplace team, responsibilities and required outcome •
Part B: Develop an individual performance plan •
Part C: Develop a team performance plan •
Part D: Prepare a contingency plan
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Diploma of Information Technology Team Leadership and Client Relations June 2024 Part A: Identify the common objectives of a workplace team, responsibilities and required outcome(4 Marks) This part of the activity requires you to identify the application software migration to on site
project details and the objectives of the workplace team, responsibilities and required outcomes for the project. You must use template 1 to document your response. Template 1: Objectives of a workplace team, responsibilities and required outcome (1 Mark) Team members(1 Mark) Responsibilities (1 Mark) Required outcomes for the project (1 Mark)
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Diploma of Information Technology Team Leadership and Client Relations June 2024 Part B: Develop an individual performance plan (9 Marks) This part requires you to develop an individual performance plan for a team member
(another student who will role play as team member) using the performance plan templated provided with this unit. To develop an individual performance plan, you are required to engage in discussion with the team member. When engaging in discussion with the team member to prepare a performance plan, you are required to: •
Follow the communication guidelines •
Ask questions to the team member using the discussion prompts provided. •
Comply with the organisation’s standards when communicating with the team member. •
Use performance plan template provided with this unit. Document the following: o
Outcomes, goals, and behaviours o
Expectations o
Resources required to complete the goal activities o
Strategies to ensure team members are accountable for their roles and responsibilities o
Progress monitoring ▪
Follow up schedule ▪
Progress benchmarks Communication guidelines for the manager During the discussion •
Work through the discussion prompts below, focusing on issues that you want to discuss. •
During the discussion, you can positively influence the discussion by: o
keeping honest communication going o
being respectful o
taking a positive approach and focusing on the future o
having realistic and reasonable expectations of each other o
seeking and confirming that you both understand what the other is saying by summarising key points and agreements •
Confirm what has been agreed including any actions such as who will do what and by when. •
Decide what will be recorded and how it will be recorded. Following the discussion Prepare the performance plan by recording the main points and what was agreed using the template 2 provided.
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Diploma of Information Technology Team Leadership and Client Relations June 2024 Template 2: Fill in your answers based on the response from the team member, just below each question on the right-side column. Write the answers in your own words, keep the answers short and straightforward. Roles and responsibilities (1.5 Marks) What are your objectives, responsibilities, and key activities for the year ahead? What elements of your work are you going to focus on improving this year? Conduct and behaviour (1.5 Marks) What values or behaviours will be particularly relevant to your role? In what ways are you going to improve how you do your job this year? Knowledge and skills (2 Marks) What skills and knowledge will be important to your role this year? What skills and knowledge do you need to focus on developing this year? What learning and development activities will you undertake this year? How will new skills and knowledge be shared with others? How will your new skills and knowledge be applied to the job? Performance (2 Marks) What constitutes good performance in your current role? Are there any performance issues that need improvement? Support Required (2 Marks) What challenges might you experience that your manager may need to be aware of, or assist you with? What resources/support do you need to get the job done (other than learning and development activities addressed earlier)? Are there any changes to the work environment or arrangements that would assist you to do your job? How can your manager assist you to do a good job and possibly perform even better?
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Diploma of Information Technology Team Leadership and Client Relations June 2024 Part C: Develop a team performance plan (9 Marks) This part requires you to develop a team performance plan
using the performance plan templated provided with this unit. To develop a team performance plan, you are required to engage in discussion with the team. When engaging in discussion with the team to prepare a performance plan, you are required to: •
Follow the communication guidelines •
Ask questions to the team using the discussion prompts provided. •
Comply with the organisation’s standards when communicating with the team member. •
Use performance plan template provided with this unit. Document the following: o
Outcomes, goals, and behaviours o
Expectations o
Resources required to complete the goal activities o
Strategies to ensure team members are accountable for their roles and responsibilities o
Progress monitoring ▪
Follow up schedule ▪
Progress benchmarks •
See Communication guidelines for the manager. •
See Discussion prompts
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Diploma of Information Technology Team Leadership and Client Relations June 2024 Performance Plan Template: General Details (0 Marks) EMPLOYEE NAME ROLE / TITLE SUPERVISOR DEPARTMENT DATE Outcomes, Goals, and Behaviours (1.5 Marks) Provide specific goals as they relate to areas of concern to be addressed and improved upon. OUTCOMES, GOALS, AND BEHAVIOURS DESCRIPTION EXPECTATIONS (1 Mark) To demonstrate progress toward improvement goal achievement, the following performance standard expectations must be met. EXPECTATION DESCRIPTION GOAL ACTIVITIES (1.5 Marks) List activities that will aid to achieve the improvement goals set above. GOAL # ACTIVITY START DATE PROJECTED DATE OF COMPLETION
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Diploma of Information Technology Team Leadership and Client Relations June 2024 RESOURCES (1 Mark) List resources available to complete goal activities; for example, training materials, training activities, seminars, peer mentoring, management support, etc. RESOURCE NAME DESCRIPTION OF RESOURCE Strategies for accountability of team members (1 Mark) Strategies to ensure team members are accountable for their roles and responsibilities STRATEGIES DESCRIPTION PROGRESS BENCHMARKS (1 Marks) GOAL # ACTIVITY DATE OF CHECK FOLLOW-UP METHOD phone, email, mtg. EXPECTED PROGRESS TIMELINE FOR IMPROVEMENT, CONSEQUENCES, AND EXPECTATIONS (1 Mark) Provide a summary of any stipulations placed upon the performance improvement plan, consequences of insufficient effort, and any legal concerns, such as confidentiality as related to this document. SIGNATURES (1 Mark)
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Diploma of Information Technology Team Leadership and Client Relations June 2024 EMPLOYEE NAME EMPLOYEE SIGNATURE DATE SUPERVISOR NAME SUPERVISOR SIGNATURE DATE Part D: Prepare a contingency plan (2 Marks) This part of the activity requires you to plan for contingencies
that could impact the team. To do so, you are required to prepare a contingency plan using the template provided. The contingency plan must account for the following contingencies: •
unplanned leave or absence of workers •
re-allocation of work tasks •
succession planning for important team roles Template: Contingency plan Contingency plan Expected team contingencies (.5 Mark) Actions to be implemented (1 Mark) Person responsible (.5 Mark) Activity 2: Prepare work plan Part A: Work Plan (4 Marks) Activity context Management has approved the performance plans. They have decided that an implementation plan with regular follow-ups will be the best option to ensure the team is actively involved. The work plan will enable the new manager, (you), to monitor that the team and individuals are working towards the KPIs and goals established in the performance plan, mitigate any unforeseen risks at an early stage, and address any performance issues. Description of the activity •
This activity is a continuation of activity 1. •
This activity requires you to meet with the project team to develop the work plan.
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Diploma of Information Technology Team Leadership and Client Relations June 2024 •
You must prepare the work plan using the template provided. Before preparing the work plans, you are required to identify the following based on the outcomes of Activity 1: •
Common team objectives. •
Team members responsibilities based on the staff expertise or development potential •
Fill in the Work Plan Template below based on the information from above and previous activities. Work plan template: Action plan Sr. no Goals/activities (1 Mark) Responsibilities (1 Mark) Success criteria (1 Mark) Timeframe (.5 Mark) Resources (.5 Mark) Activity 3: Conduct a coaching session This activity requires you to conduct a coaching session with the project team. The purpose of the coaching session is to: •
Enhance workplace culture. •
Manage workplace conflicts To conduct the coaching session, you are required to complete the following two (2) parts: •
Part A: Prepare to conduct the coaching session •
Part B: Conduct a meeting to coach the team members Part A: Prepare to conduct the coaching session (5 Marks) This coaching session requires you to prepare to conduct the coaching session. To do so, you are required to identify the following requirements of the coaching session. •
What is the goal of the coaching session? •
What skills will it focus on? •
What cross-collaboration opportunities amongst external and internal teams and individuals can be implied to enhance the workplace culture?
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Diploma of Information Technology Team Leadership and Client Relations June 2024 •
How can conflicts be avoided and managed? •
How will you measure the achievement of the goal of the coaching session? You must use the template 3 provided to document your response. Template 3: Coaching plan Goal of the coaching session (1 Mark) Skills that the coaching session will focus on (any two) ( 1 Mark) Cross collaboration opportunities that can be implied to enhance workplace culture (any three) ( 1 Mark) KPIs to measure the achievement of the goal of the coaching session (any two) (1 Mark) Procedures to avoid and manage conflicts (1 Mark) Part B: Conduct a meeting to coach the team members ( 2 Marks) This part of the activity is a continuation of part A. This part of the activity requires you to conduct a meeting with the project team to coach the team members. The agenda of the meeting is to coach the team members to enhance the workplace culture. Before the meeting, you are required to prepare a meeting agenda using the template provided. When conducting the meeting, you are required to: •
Greet the individual/team.
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Diploma of Information Technology Team Leadership and Client Relations June 2024 •
Discuss the following: o
goal of the coaching session o
skills the coaching session will focus on •
Coach the team members regarding the following: o
Different cultures and norms o
Communication strategies that can be used when communicating with team members from diverse backgrounds o
Strategies for effective cross-cultural communication o
Strategies to avoid and manage conflicts •
Clarify the understanding of the team members. •
Answer the questions of the team members The individual/team members will: •
Clarify their doubts with the manger. •
Ask specific questions to enhance their understanding. After the meeting, you are required to complete the meeting minutes template provided. Meeting minutes template: Minutes of Meeting Meeting Objective: Attendees: Venue: Date: No. Points Discussed (1 Mark) Actions Suggested(1 Mark) Target Date Signature of attendee 1: Signature of attendee 2: Signature of attendee 3: Signature of attendee 4:
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Diploma of Information Technology Team Leadership and Client Relations June 2024 Activity 4: Part A: Support project team during the implementation of the project (4 Marks) Activity context The implementation of the migration project has started. As a manager, you have the responsibility to support the project team during the implementation of the project. Conduct a meeting with team members. Description of the activity This activity requires you to support project team during the implementation of the project. To do so, you are required to conduct a meeting with the team members
during the implementation of the project. Your lecturer will observe as you conduct the meeting
,
marks will be awarded for the evidence recorded in Template 4. The purpose of the meeting is to monitor the implementation of the project and support the team in achieving team goals. During the meeting, you are required to: •
Discuss the progress of the project. •
Support individuals in the achievement of the common team goals. •
Identify and brainstorm the following with the team: o
task-related issues and efficiencies o
the possible solutions. •
Measure team member performance against agreed work plans •
Discuss the challenges that the team members are facing •
Provide feedback to the team members based on the outcomes of the project After the meeting, you are required to: •
Take actions to resolve and report task-related issues and inefficiencies identified during the meeting and complete template 4. •
Use problem-solving skills to deal with the challenges faced by the team members and complete template 4.
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Diploma of Information Technology Team Leadership and Client Relations June 2024 Template 4: Task-related issues and inefficiencies identified (any one) ( 1 Mark) Actions taken to resolve the task-related issues and inefficiencies (1 Mark) Challenges faced by the team members (any one) ( 1 Mark) Actions taken to deal with the challenges faced by the team members (1 Mark) Activity 5: Part A: Prepare action plans based on the individual and team performance (8 Marks) Activity context Management has asked you to evaluate the performance of the team members and provide them with performance feedback. Description of the activity This activity is a continuation of activity 4. This activity requires you to conduct a performance review meeting with the ICT team. This meeting will be conducted after the second-fortnight meeting conducted during the implementation of the project (Activity 4). Before the meeting, you are required to: •
Evaluate the performance of a team member and the project team based on the outcomes of activity 4. •
Measure the team member’s and team’s performance against the performance plans prepared in Activity 1. •
Identify specific learning and development opportunities to improve the team and individual performance and behaviours
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Diploma of Information Technology Team Leadership and Client Relations June 2024 •
Discuss the performance deficiencies with the team members and the project team. •
Discuss the specific learning and development opportunities to improve team and individual performance and behaviours. •
Prepare an action plan in consultation with the team member and the team. Include the following details: o
Performance issues o
Learning and development opportunities o
Success criteria (KPIs) to measure success o
Timeframe to learning and development opportunities o
Resources required •
Agree on the action plan. •
Submit the completed individual action plan to the team member and the trainer/assessor. •
Submit the completed team action plan to the ICT team members and the trainer/assessor. Individual action plan template: Individual action plan Performance issues (1 Mark) Learning and development opportunities (1 Mark) Success criteria (KPIs) to measure success (1 Mark) Timeframe (.5 Mark) Resources (.5 Mark) Team action plan template: Team action plan Performance issues (1 Mark) Learning and development opportunities (1 Mark) Success criteria (KPIs) to measure success (1 Mark) Timeframe (.5 Mark) Resources (.5 Mark)
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Diploma of Information Technology Team Leadership and Client Relations June 2024 Activity 6: Part A: Monitor the outcomes of action plans (3 Marks) Activity context •
Ensure that the team and individuals are working towards the KPIs and goals established in the action plan •
Evaluate the success of learning and development opportunities. Template 5 Areas identified to be working well & Lessons learned (1.5 Marks) Areas that are weak & actions to improve (1.5 Marks) Assessment 1: Marking Guide No Topics Marks Allocated First Marker Marks Second Marker Marks Activity 1 Part A 4 Part B 9 Part C 9 Part C 2
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Diploma of Information Technology Team Leadership and Client Relations June 2024 Activity 2 Part A 4 Activity 3 Parrt A 5 Part B 2 Activity 4 Part A 4 Activity 5 Part A 8 Activity 6 Part A 3 Total 50 marks
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Diploma of Information Technology Team Leadership and Client Relations June 2024 TITLE: Manage Client Problems
STATUS: In class - Individual Assignment VALUE:
50% DUE DATE: Class 15
Case Study Report- Manage Client Problems and support resolution process
You work for the ICT company that offers support services to client offices in Singapore. The organisational requirements for help desk technicians state that: •
You must be professional in your conduct and behaviour •
Ensure you identify and rectify the problems in a timely fashion •
Your work only on the known areas or research and implement fixes for new issues Level of support indicates a specific extent of technical assistance in the total range of assistance that is provided by an information technology product (such as a software product) to its customers. Each company decides how to organise its total technical support into levels and what to name them under your scope of work •
You must ensure that the work is completed within the legislative and regulatory framework. •
All issues outside your scope of work must be reported to your supervisor. •
All breaches must be reported to the workplace supervisor or manager. Other roles and responsibilities Organisational representative/ Senior Manager: •
Assist with escalated matters and inquiries •
Organise and arrange resources •
Support with any technical questions and queries Roles and responsibilities of ICT team member in charge of client project’s problem resolution
: Assist in understanding the requirements Provide support in assisting the client inquiries Provide troubleshooting solutions to fix data management and reporting issues Clients The role of the client is to participate in the discussion and ask questions related to: ASSESSMENT - 2
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Diploma of Information Technology Team Leadership and Client Relations June 2024 •
The project details •
Assistance required •
Timeframe •
Cost •
Items related to services offered •
Signing off process •
Review and evaluation processes Your task: This assessment task requires you to demonstrate skills to liaise and support clients to manage and resolve problems in an Information and Communications Technology (ICT) environment. You need to complete the following activities: •
Activity 1: Determine, plan and review client support and resolution requirements •
Activity 2: Develop and implement client support and resolution requirements •
Activity 3: Evaluate client support and resolution requirements A supervisor(your lecturer will act as the supervisor) will be assigned to you. The supervisor can answer your questions related to understanding the requirements associated with the assessment task. The supervisor will act according to job role and responsibilities. The supervisor can be your trainer or assessor. Your supervisor will provide assistance and feedback throughout the various stages of this report. Report Requirement: •
Microsoft Word •
1.5 lines spaced, 12 pt. Arial •
Cover Sheet with all the information and signed •
Page number in the footer at the bottom right corner •
Table of contents •
Provide references where applicable The following is the Client Project’s Problem Scenario:
- Education project: Building company-wide data reporting dashboards Client is the Senior Management representative of Asia Pacific College, leads and manages fundraising campaigns, alumni relationships, brand identity, and publications within the Asia Pacific College Community. The problem:
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Diploma of Information Technology Team Leadership and Client Relations June 2024 There is a lack of visibility of the data required across various departments in order for staff to plan and execute events. For example, Marketing department is unaware of the schedules of exams and blackout days of the various departments which is essential to plan and execute a marketing event for current students. Work silos are created due to poor team communication and duplicated efforts only leads to waste of staff time and hence their fatigue and low morale. The goal:
To find a new project management tool that is user-friendly for all the departments and to create a business dashboard that displays and updates data in real-time to help improve project visibility across the organization. The current status of the Project
as has been carried out by the internal staff of Asia Pacific College Initiation phase •
Identify the project
: Create an accurate and reliable project dashboard for leadership and team members •
Define the desired outcome: Improve data reporting and task visibility across departments, and align team goals Planning phase •
Project management methodology: Agile
Execution phase Task checklist- Tasks are partially complete but inaccurate and needs resolution to move on to closing phase. •
Issues in consolidating and integrating apps to streamline the data reporting process, there is no process flow •
No proper recording and tracking of solutions that are discussed by team members •
Data and information is everywhere- no proper housekeeping is done or followed by team members •
Viewing reports and data are haphazard and is a consequence of no proper housekeeping of data and information •
Goals, targets, roles and responsibilities of the staff have been set and communicated, but team members seem to be always overlapping with tasks or missing out doing tasks thinking that someone else will be doing it •
There is a need to build a custom Dashboard for the entire organization, and each department and project must o
Define their Dashboard audience and data story o
Choose the right KPIs to support the data story o
Select the widget that matches their reporting requirements Closing phase •
Once the execution phase is successfully completed, present the project to the department head and key stakeholders for review and approval to close the project.
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Diploma of Information Technology Team Leadership and Client Relations June 2024 For the following activities, answer the following in your assessment report: Activity 1: Determine, plan and review client support and resolution requirements In this assessment activity, you are required to determine, plan and review client support and resolution requirements for the Client’s project problem scenario stated above. To complete this assessment task, you must participate in a meeting to consult with stakeholders to understand the assessment requirements and collect all the necessary information to complete your assessment activities. Meeting objectives: •
Understand the assessment task requirements •
Understand your role and responsibilities •
Understand the role and responsibilities of other team members •
Understand the organisational requirements and guidelines in which meeting should occur •
Understand the topics to be discussed •
Understand any other requirements and guidelines applicable to complete the assessment task •
The meeting should cover all aspects of performance criteria to complete the assessment task successfully Part 1: Diagnose potential troubleshooting and identify resolution requirements. You must diagnose potential troubleshooting and identify resolution requirements. 1.1 Investigate and diagnose potential troubleshooting. (2.5 Marks)
1.2 Identify resolution requirements. (2.5 Marks) Part 2: Determine cause and analysis of the problem in accordance with client documentation and support requirements You must review the following documents to complete this assessment activity: Organisational documentation and support requirements The organisational requirements for help desk technicians state that: •
You must be professional in your conduct and behaviour •
Ensure you identify and rectify the problems in a timely fashion •
Your work only on the known areas or research and implement fixes for new issues Level of support indicates a specific extent of technical assistance in the total range of assistance
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Diploma of Information Technology Team Leadership and Client Relations June 2024 that is provided by an information technology product (such as a software product) to its customers. Each company decides how to organise its total technical support into levels and what to name them under your scope of work •
You must ensure that the work is completed within the legislative and regulatory framework. •
All issues outside your scope of work must be reported to level 3 technicians •
All breaches must be reported to the workplace supervisor or manager. 2.1 Explain how you have determined cause and analysis of the problem in accordance with client documentation and support requirements? (6 Marks)
[Note: The client documentation and support requirements are based on the information provided in the scenario.] 2.2 Explain how you have reviewed organisational support and resolution documentation and identify the clients' point of contact? (3 Marks)
2.3 Explain how you have reviewed the service level agreement (SLA) and determine action and escalation procedures? (3 Marks) 2.4 Explain how you have verified the client support and resolution requirements with relevant personnel with the client contact? (3 Marks)
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Diploma of Information Technology Team Leadership and Client Relations June 2024 Activity 2: Develop and implement client support and resolution requirements This part is a continuation of the previous activity. In this part, you are required to develop and implement client support and resolution requirements. You will be required to demonstrate your skills and knowledge to: •
Develop the required process required for client support and resolution requirements •
Implement the process required for client support and resolution requirements •
Maintain communication with required personnel throughout support activity •
Document support activities and resolution outcomes according to client requirements Fellow students or nominated workplace personnel will play the stakeholders roles. Each student will swap the roles and get the chance to perform all the roles. Students will be assessed individually for their participation in this assessment task. You must be able to demonstrate to your trainer and assessor that you have addressed each of the criteria mentioned above successfully. Part 1: Develop the required process required for client support and resolution requirements Mention how you have identified and developed the client support and resolution procedures? (3 Marks)
Part 2: Implement process required for client support and resolution requirements Mention the steps as to how you have implemented the client support and resolution requirements and needs? (4 Marks) Part 3: Maintain communication with required personnel throughout support activity Demonstrate the maintenance of communication channels by exhibiting at least two different communications made throughout the support activity. You can exhibit an email sent to the client from the past, a memo or notice published on your dashboard that was directed to the client for troubleshooting, or any other communication that was carried out for support. (4 Marks) Part 4: Document support activities and resolution outcomes according to client requirements Show a sample of the document, for example a log book where support activities and resolution outcomes according to client requirements have been documented? (4 Marks)
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Page 28 of 29 Academies Australasia College
Diploma of Information Technology Team Leadership and Client Relations June 2024 Activity 3: Evaluate client support and resolution requirements Part 1: Gather support and resolution services feedback from required personnel and determine improvements to future support services according to organisational requirements From the experience gathered in the service delivery, identify one area that worked well (1.5marks), and one area that did not (1.5 marks). For the area that did not work well, discuss the improvement that needs to be done (2 marks). (5 Marks) Part 2: Submit documentation to required personnel and seek and respond to feedback Submit documentation to required personnel and seek and respond to feedback, record all responses correctly. The response must be sought from your lecturer who will act as the supervisor. (3 Marks) Areas that need improvement Action to be taken / person in charge -
Sign-off Project Lead Supervisor Part 3: Act on feedback as appropriate Act on feedback as appropriate and explain how you have made changes and acted on the feedback received from your lecturer who will act as the supervisor. (3 Marks) Part 4: Contact client to determine satisfaction with support and resolution services provided Contact the client(students who role played as stakeholders for the development of the assessment activity) in order to determine if they are satisfied with the services provided. Record their responses. (4 Marks)
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Page 29 of 29 Academies Australasia College
Diploma of Information Technology Team Leadership and Client Relations June 2024 Assessment 2: Marking Guide No Topics Marks Allocated First Marker Marks Second Marker Marks Activity 1 Part 1 Question 1.1 2.5 Question 1.2 2.5 Part 2 Question 2.1 6 Question 2.2 3 Question 2.3 3 Question 2.4 3 Activity 2 Part 1 3 Part 2 4 Part 3 4 Part 4 4 Activity 3 Part 1 5 Part 2 3 Part 3 3 Part 4 4 Total 50 marks
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