Course Title: Relate to clients on a business level

Part A: Course Overview

Program: C4293 Certificate IV in Information Technology (Networking)

Course Title: Relate to clients on a business level

Portfolio: SEH Portfolio Office

Nominal Hours: 40

Regardless of the mode of delivery, represent a guide to the relative teaching time and student effort required to successfully achieve a particular competency/module. This may include not only scheduled classes or workplace visits but also the amount of effort required to undertake, evaluate and complete all assessment requirements, including any non-classroom activities.

Course Code




Learning Mode

Teaching Period(s)


City Campus


155T Vocational Health and Sciences

Distance / Correspondence or Face-to-Face or Internet or Workplace

Term1 2012

Course Contact: Geoff Moss

Course Contact Phone: +61 3 9925 4852

Course Contact Email:

Course Description

This unit defines the competency required to formulate and implement service level agreements.

Pre-requisite Courses and Assumed Knowledge and Capabilities

Not Applicable

National Competency Codes and Titles

National Element Code & Title:

ICAW4027B Relate to clients on a business level


1. Understand organisational environment

1.1 Investigate organisational service standards, values and culture in order to understand the organisational environment
1.2 Become familiar with and document the goods and services provided by the organisation
1.3 Review current service-level agreements if appropriate

2. Identify internal and external client requirements

2.1 Research client service needs and preferred level of service
2.2 Determine the level of service to be provided to the client
2.3 Develop a draft service-level agreement for the client that incorporates quality, time, target performance and cost specifications

3. Negotiate client support service

3.1 Conduct a session with the client to present the draft service-level agreement
3.2 Present proposed service-level agreement to the client in a clear, concise and comprehensive manner
3.3 Present proposed cost and timeframes to the client
3.4 Negotiate the terms with the client and record alterations if required
3.5 Seek clarification where areas of uncertainty or disagreement occur
3.6 Document the terms of service negotiated with the client, and refer the document to appropriate person for approval and feedback

4. Monitor, adjust and implement procedures to maintain client focus

4.1 Assess progress in achieving the client support service targets using organisational systems and procedures
4.2 Gather client feedback to improve the provision of client support services where appropriate
4.3 Make adjustments to client support service based on client feedback and in line with organisational guidelines
4.4 Document changes to service-level agreement and report changes to appropriate person

Learning Outcomes

Overview of Assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit.
Assessment must confirm the ability to formulate and implement service-level agreements to encourage clients to engage in further business. Assessment must confirm the ability to successfully negotiate client support, service provision and satisfy client requirements for client support service within quality, time, target performance and cost parameters.

Assessment occurs throughout the program and includes learning and assessment activities conducted in the classroom, online and in the workplace giving you the opportunity to practice and be assessed on what you are learning in a work context. You must demonstrate an understanding of all elements of a particular competency to be deemed competent. Assessment methods have been designed to measure achievement of each competency in a flexible manner over a range of assessment tasks.

Assessment will incorporate a variety of methods including technical requirements, documentation, workplace activities, in class exercises, quizzes, practical problem solving exercises and presentations. Participants are advised that they are likely to be asked to personally demonstrate their assessment work to their teacher to ensure that the relevant competency standards are being met.

If you have a long term medical condition and/or disability it may be possible to negotiate to vary aspects of the learning or assessment methods. You can contact the program coordinator or the Disability Liaison Unit if you would like to find out more.