Course Title: Manage client problems

Part B: Course Detail

Teaching Period: Term1 2025

Course Code: INTE5049C

Course Title: Manage client problems

Important Information:

Please note that this course may include compulsory in-person attendance requirements for some or all teaching activities.

It is recommended that you check your Canvas course shell closer to the course start date for details about any mandatory in-person attendance requirements.

Please be aware that the course delivery method may need to change quickly in response to evolving course requirements. Students must maintain regular communication with their teachers to stay informed about any updates.

School: 520T Future Technologies

Campus: City Campus

Program: C5402 - Diploma of Information Technology

Course Contact: Nisha Kaushal

Course Contact Phone: +61 3 9925 4612

Course Contact Email: nisha.kaushal@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 clustered for delivery and assessment with the following units:

  • 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 the candidate will demonstrate the ability to complete the tasks outlined in the elements, performance criteria and foundation skills of this unit.


Details of Learning Activities

This unit describes the skills and knowledge required to design solutions using a user experience (UX) methodology, with the users’ experience at the centre of design. In this unit, a user refers to a customer or client who will interact and use a product, service and/or platform.

The unit applies to those working as business and systems analysts, as well as developers of software, games, websites, applications, products and services. UX design aims to improve, optimize and add value to the users’ experience of a designed solution (product, service or platform).

Each module will include online lectures, supporting documents, and both internal and external links. Some modules will require students to demonstrate prototypes as part of their assessment tasks. Knowledge Quizzes (KQ) are incorporated throughout the course to help develop the necessary skills for completing the course projects. These quizzes must be completed according to the instructions given by your class teacher. Please note that KQs are not graded assignments and do not contribute to your overall assessment.


Teaching Schedule

 

Semester 1 2025

Week

Topic

Learning Materials and Activities

Assessment Remarks

1

10-16 February

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.

 

2

17-23 February

Analysis

Project 1 Overview

Set data metrics and goals.

Define design success. 

Research user groups

Project 1 Released

3

24 Feburary-2 March

 

Research and Consultation

Communicating with user group

Developing questions in preparation to interview user groups.

 Learning Activity: Knowledge Quiz 1 Prep

4

3-9 March

Interviewing User Groups and Collating Responses

User Groups will be interviewed and then responses will be collected.

 Learning Activity: Knowledge Quiz 1-Due (By this week)

5

10-16 March

 

10th March: Labour Day public holiday (Monday)

Design Overview

Personas

Creating a persona for each user group

Identify the pros and cons. 

 

6

17-23 March

Wireframes

Storyboards

Design Framework and Storyboard

  

7

24-30 March

Implementation

Adobe XD Training

Learning about Adobe XD- part 1

 Project Stage 1- Section 4: Implementation (Observational Task through
Checklist in Week 7 and 8)

8

31 March - 6 April

Adobe XD Training

 

 

Learning about Adobe XD- part 2

Project Stage 1- Section 4: Implementation (Observational Task through
Checklist in Week 7 and 8)

Learning Activity: Knowledge Quiz 2 Prep

9

7-13 April

Testing and Feedback

 

Gathering feedback, user experience research method, observations, surveys and recommendation

Learning Activity: Knowledge Quiz 2-Due (By this week)

10

14-20 April

18 April : Good Friday public holiday

Documentation (Compiling a Report)

Creating reports

Project Stage 1- Section 5: Testing and Feedback (Observational Task through
Checklist provided in Week 7 and 8)

Rectify the issues identified (Update the prototype and then demonstrate it to your teacher)

 

 

Mid-Semester Break

18-25 April

 

11

28 April - 4 May

Project 1

Demonstration

Project 1 Due(by the end of this week)

12

5-11 May

Project 2 Overview

SLA

Post Project Support

Creating SLA

UX lifecycle VS SDLC

Project 2 Released

13

12-18 May

 

 

Resolution Process

 

Creating flowchart in resolving SLA issues

Learning Activity: Knowledge Quiz 3 Released. 

Learning Activity: Knowledge Quiz 3 Prep

14

19-25 May

Demonstrate: Project Stage 2- Task 6.1- Implement the required changes

 

 

 Project Stage 2- Task 6.1- Implement the required changes (Observational Task in Week 14)

Learning Activity: Knowledge Quiz 3-Due (By this week)

 

 

 

15

26 May - 1 June

Implementation resolution and reflection

Check implementation by test, prepare report, finally reflect. 

Demonstration

Project 2 Due (By this week)

 

16

2- 8 June

 

Project stage 2 assessment feedback.

Feedback

 

17

9-15 June

9 June :  King's Birthday public holiday (Monday)

Course & assessment feedback. Re-assessment if required

 Feedback  

18

16-22 June

 

Course & assessment feedback. Re-assessment if required

 Feedback  

*Please note that this timeline is subject to change based on semester requirements. We recommend checking your Canvas course shell regularly to stay updated with the latest schedule. 

Student directed hours involve completing activities such as reading online resources, assignments, individual student/teacher course-related consultation. Students are required to self-study the learning materials and complete the assigned out of class activities for the scheduled non-teaching hours. 


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 and various types of assessments.

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 . 

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

 

Students enrolled in Vocational Education and Training qualifications are assessed for Competency. To be assessed as Competent means you have consistently demonstrated the required knowledge and skills at a standard expected in the workplace.   

To be assessed as Competent in this course, you will need to complete each assessment task to a satisfactory standard. You will receive feedback from the teacher at the conclusion of each assessment task.  


Assessment Matrix

Element

Performance criteria

 

 

Assessment

Task 1: Project 1

Assessment

 Task 2: 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

 

2. Develop and implement client support and resolution requirements

1.5 Verify the client support and resolution requirements with relevant personnel with the client contact

 

Task 3

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

Credit Transfer and/or Recognition of Prior Learning (RPL): 

 You may be eligible for credit towards courses in your program if you have already met the learning/competency outcomes through previous learning and/or industry experience. To be eligible for credit towards a course, you must demonstrate that you have already completed learning and/or gained industry experience, that is:   

• Relevant 
• Current 
• Satisfies the learning/competency outcomes of the course   

To find more information about credit transfer and RPL, please refer to the following link: https://www.rmit.edu.au/students/my-course/enrolment/apply-for-credit 

  Study and Learning Support:   

RMIT University Library provides free study support services and resources to help you build your academic skills. 
 
Study and Learning Centre (SLC) provides free learning and academic development advice to you. Services offered by SLC to support your numeracy and literacy skills are:   

• Assignment writing, thesis writing and study skills advice 
• Math and science developmental support and advice 
• English language development 

To find more information about Study and Learning Support, please refer to the following link: https://www.rmit.edu.au/students/support-services/study-support   

 

Equitable Learning Services (ELS):   

The Equitable Learning Services team (ELS team) supports and creates equal opportunities for students with a disability, long-term illness and/or mental health condition. We also support primary carers.    

ELS works in partnership with students to create an Equitable Learning Plan. Your plan is tailored to you, supports your needs and establishes how RMIT can provide ongoing assistance so you can access and participate in your studies. The ELS team can assist you to manage your Equitable Learning Plan.   

To find more information about services offered by Equitable Learning Services (ELS), please refer to the following link: https://www.rmit.edu.au/students/support-services/equitable-learning 

  

Extensions and Special Consideration:    

Extensions:   

• Extensions are available for unforeseen circumstances of a short-term nature.   

• Applications must be submitted to the school at least one working day before the due date of the assessment.   

• Extensions can be approved for up to 7 days past the due date for an assessment. (Where students need an extension exceeding 7 days, they must instead apply for special consideration.)   

 

Special Consideration:   

• An application for special consideration is made in advance of an assessment wherever possible, but will normally be accepted within five working days after the assessment date. For more information, see the Special Consideration page of the RMIT website. 

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. 
Communication 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