Course Title: Manage client problems

Part B: Course Detail

Teaching Period: Term1 2022

Course Code: INTE5049C

Course Title: Manage client problems

School: 520T Future Technologies

Campus: City Campus

Program: C5402 - Diploma of Information Technology

Course Contact: Luke Eberbach

Course Contact Phone: +61 3 9925 4381

Course Contact Email: Luke.Eberbach@rmit.edu.au

Name and Contact Details of All Other Relevant Staff

Nominal Hours: 20

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.

Pre-requisites and Co-requisites

None

Course Description

In this course you will gain the skills and knowledge required to liaise and support clients to manage and resolve problems in an Information and Communications Technology (ICT) environment.

This course is delivered and assessed with the following courses:

• ICTICT530 - Design user experience solutions
• BSBCRT512 - Originate and develop concepts

National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:	ICTSAS527 Manage client problems
Element:	1. Determine and review client support and resolution requirements
Performance Criteria:	1.1 Diagnose potential troubleshooting and identify resolution requirements 1.2 Determine cause and analysis of the problem in accordance with client documentation and support requirements 1.3 Review organisational support and resolution documentation and identify the clients point of contact 1.4 Review service level agreement (SLA) and determine action and escalation procedures 1.5 Verify the client support and resolution requirements with relevant personnel with the client contact
Element:	2. Develop and implement client support and resolution requirements
Performance Criteria:	2.1 Develop required process required for client support and resolution requirements 2.2 Implement process required for client support and resolution requirements 2.3 Maintain communication with required personnel throughout support activity 2.4 Document support activities and resolution outcomes according to client requirements
Element:	3. Evaluate client support and resolution requirements
Performance Criteria:	3.1 Gather support and resolution services feedback from required personnel 3.2 Determine improvements to future support services according to organisational requirements 3.3 Submit documentation to required personnel and seek and respond to feedback 3.4 Contact client to determine satisfaction with support and resolution services provided

Learning Outcomes

On successful completion of this course you will have developed and applied the skills and knowledge required to demonstrate competency in the above elements

Details of Learning Activities

This unit describes the skills and knowledge required to liaise and support clients to manage and resolve problems in an Information and Communications Technology (ICT) environment.

It applies to individuals who apply high level technical and specialised knowledge in assisting clients to support, manage and resolve problems.

Teaching Schedule

Semester 1 2022

Week	Topic	Learning Materials and Activities	Assessment Remarks
1	Overview of the course. Introduction to UX Lifecycle Analysis	Introduction to the course What is UX Design  Research the problem and generate possible solutions to identified issues Access factors affecting possible solutions	Project 1 Released
2	Analysis Project 1 Overview	Set data metrics and goals Define design success  Research user groups
3	Research and Consultation	Communicating with user group Developing questions in preparation to interview user groups	Knowledge Quiz 1 Prep
4	Interviewing User Groups and Collating Responses	User Groups will be interviewed and then  responses will be collected	Knowledge Quiz 1-Due (By this week)
5	Design Overview Personas	Creating a persona for each user group Identify the pros and cons
6	Wireframes Storyboards	Design Framework and Storyboard
7	Implementation Adobe XD Training	Learning about Adobe XD- part 1
8	Adobe XD Training	Learning about Adobe XD- part 2	Knowledge Quiz 2 Prep
9	Testing and Feedback	Gathering feedback, user experience research method,  observations, surveys and recommendation	Knowledge Quiz 2-Due (By this week)
10	Documentation (Compiling a Report)	Creating reports
Mid-Semester Break (14 April - 20 April)
10	Documentation (Compiling a Report)	Creating reports
11	SLA	Creating SLA	Project 1 Due(by the end of this week)
12	Project 2 Overview Post Project Support	UX lifecycle VS SDLC	Project 2 Released
13	Resolution Process	Creating flowchart in resolving SLA issues	Knowledge Quiz 3 Prep
14	Implementation resolution and reflection	Check  implementation by test, prepare report , finally reflect	Knowledge Quiz 3-Due (By this week) Project 2 Due(By this week)
15	Course & assessment feedback. Re-assessment if required	Feedback
16	Course & assessment feedback. Re-assessment if required	Feedback

Learning Resources

Prescribed Texts

References

Other Resources

There is no specified Text Book required for this course. You will need laptop with charger for each class .

You may also refer to various media, websites, textbooks and e-books as indicated in Canvas

Overview of Assessment

Assessment for this course is ongoing throughout the semester. Your knowledge and understanding of course content is assessed through participation in class exercises, oral presentations and through the application of learned skills and insights to your written tasks. Full assessment briefs will be provided and can be found on CANVAS

Assessment Tasks

 (INTE5049C) ICTSAS527 Manage client problems, is co-delivered and co-assessed holistically along with (COSC7393C) ICTICT530 Design user experience solutions and (GEDU6200C) BSRCRT512 Originate and develop concepts

You are required to complete all the assessments successfully. The details of the each assessments are given below . 

Knowledge Quiz- Part 1

For this assessment task you will be required to answer all the knowledge questions based on consultation and communication techniques , methodologies applicable to design user experience solutions, UX principles and values, creative thinking techniques to generate innovative solutions to issues and for translating them into workable concepts, factors affecting viability of possible solutions, issues and requirements to commercialize the concept.

Knowledge Quiz- Part 2

For this assessment task you will be required to answer all the knowledge questions based on UX methodologies and techniques. Identify practical and operational issues that determine whether a concept can be implemented. Identify existing products, programs, processes or services to address selected issues.

Knowledge Quiz- Part 3

For this assessment task you will be required to answer all the knowledge questions based on organisations domain and business structure. The standards for industry hardware and software capabilities are to be considered along with quality assurance practice. The stakeholder’s role and degree of involvement in the organisation and the purpose of an SLA needs to be addressed.

Project 1 Analysis, Design, and Implement 

For this assessment task you will need to analyse the problem, research a potential solution, design the solution, implement the solution, and test & seek feedback on the solution.  

Project 2 Evaluation, Maintenance & Documentation

For this assessment task you need to plan, implement ICT support and resolution services for at least 2 different client
problems

Assessment Matrix

Element	Performance criteria
		Assessment       Task 1: Knowledge Quizzes	Assessment Task 2: Project 1	Assessment Task 3: Project 2
1. Determine and review client support and resolution requirements	1.1 Diagnose potential troubleshooting and identify resolution requirements			Task 1
1.2 Determine cause and analysis of the problem in accordance with client documentation and support requirements			Task 2
1.3 Review organisational support and resolution documentation and identify the clients point of contact			Task 2
1.4 Review service level agreement (SLA) and determine action and escalation procedures			Task 3
1.5 Verify the client support and resolution requirements with relevant personnel with the client contact			Task 3
2. Develop and implement client support and resolution requirements	2.1 Develop required process required for client support and resolution requirements			Task 4
2.2 Implement process required for client support and resolution requirements			Task 6
2.3 Maintain communication with required personnel throughout support activity			Task 5
2.4 Document support activities and resolution outcomes according to client requirements			Task 7
3. Evaluate client support and resolution requirements	3.1 Gather support and resolution services feedback from required personnel			Task 9
3.2 Determine improvements to future support services according to organisational requirements			Task 9
3.3 Submit documentation to required personnel and seek and respond to feedback			Task 8, Task 9
3.4 Contact client to determine satisfaction with support and resolution services provided			Task 8

Other Information

Late submission: 

If you require an Extension of Submittable Work (assignments, reports or project work etc.) for 7 calendar days or less (from the original due date) and have valid reasons, you must complete and lodge an Application for Extension of Submittable Work (7 Calendar Days or less) form and lodge it with the Senior Educator/ Program Manager. 
The application must be lodged no later than one working day before the official due date. You will be notified within no more than 2 working days of the date of lodgment as to whether the extension has been granted. 
If you seek an Extension of Submittable Work for more than 7 calendar days (from the original due date) must lodge an Application for Special Consideration form under the provisions of the Special Consideration Policy, preferably prior to, but no later than 2 working days after the official due date. 

Submittable Work (assignments, reports or project work etc.) submitted late without approval of an extension will not be accepted or marked. 


Special consideration: 

Please Refer http://www.rmit.edu.au/students/specialconsideration to find more information about special consideration 

Plagiarism: 

Plagiarism is a form of cheating and it is very serious academic offence that may lead to expulsion from the University. 

Please Refer: www.rmit.edu.au/academicintegrity to find more information about plagiarism. 

Other Information: 

All email communications will be sent to your RMIT email address and you must regularly check your RMIT emails.

Course Overview: Access Course Overview