Assessment Task 1: Knowledge Questions

Course ICT60220 Advanced Diploma of Information Technology

Unit Code & Name ICTICT608 Interact with Clients on a Business Level
Assessor Name
Student Name Anuj
Student Signature

Assessment Task 1: Instructions

Information for students

Knowledge questions are designed to help you demonstrate the knowledge which you have
acquired during the learning phase of this unit. Ensure that you:

 review the advice to students regarding answering knowledge questions in the IT Works
Student User Guide
 comply with the due date for assessment which your assessor will provide

 adhere with your RTO’s submission guidelines

 answer all questions completely and correctly

 submit work which is original and, where necessary, properly referenced

 submit a completed cover sheet with your work

 avoid sharing your answers with other students.

i Assessment information

Information about how you should complete this assessment can be found in
Appendix A of the IT Works Student User Guide. Refer to the appendix for
information on:

 where this task should be completed

 the maximum time allowed for completing this assessment task

 whether or not this task is open-book.

Note: You must complete and submit an assessment cover sheet with your work.
A template is provided in Appendix C of the Student User Guide. However, if your
RTO has provided you with an assessment cover sheet, please ensure that you
use that.

WSC-ADITASS-ICTICT608-V3-10.8.23
International College of Australia Pty Ltd T/A Western Sydney College
RTO: 45360 | CRICOS: 03690M
Assessment Task 1: Knowledge Questions

Provide answers to all of the questions below:

1. Explain why is it important to understand change management when

providing new products and/or services to meet a client’s needs.
Importance of understanding change management when providing new products
and/or services to meet a client's needs:

Any new system, product, or service will have an effect on a business and involve
change, including staff, processes, procedures, policies, upskilling, and
redundancies.
Change management is crucial in recommending new business opportunities to
clients and developing proposals, as it helps businesses navigate and adapt to the
changes that come with implementing new products or services.

Understanding change management ensures that businesses can effectively manage

the transition and minimize any negative impacts on their operations and employees
.

2. List at least three methods that can be used to find out about a client’s
business and their needs.
The three main methods are reviewing the client's website, researching the
company's products and services online or in person, and reviewing the client's
current service level agreements with different customers and these methods used to
a client’s business and their need.

a) Reviewing the client's website can provide valuable information about the
company's history, mission, values, and current activities. It can also give
insights into the company's target audience, competitors, and marketing
strategies.

b) Researching the company's products and services online or in person can

provide information about the quality, features, pricing, and availability of the
products and services. It can also give insights into the company's strengths,
weaknesses, opportunities, and threats.

c) Reviewing the client's current service level agreements with different customers
can provide information about the company's performance, customer
satisfaction, and areas for improvement. It can also give insights into the
company's relationships with its customers and suppliers.

3. List key steps involved in a planning process relevant to the development

of ICT solutions.

WSC-ADITASS-ICTICT608-V3-10.8.23
International College of Australia Pty Ltd T/A Western Sydney College
RTO: 45360 | CRICOS: 03690M
 In light of the development of information and communication technology
solutions, it is imperative to establish a planning process that is comprehensive and
effective. To this end, there are several key steps that must be undertaken in order
to ensure the success of such an endeavour. These steps can be broadly categorized
as follows:
 Acquaint yourself with the client’s business
 Review their documentation
 Research suitable opportunities
 Develop proposals to meet the client’s needs
 Set up a time to discuss the proposal
 Finalise the proposal
 Monitor the implementation of the proposal
 Evaluate the proposal’s implementation.

4. Assume that you need to report on client needs in the form of a project
proposal. Describe what a project proposal is and what it should include:
A project proposal is a critical part of any successful project, which aims to tackle a
specific issue. To ensure its effectiveness, the proposal must be coherent, well-
organized, and backed by strong reasoning and evidence. Important factors include
a clear problem statement, literature review, detailed methodology, realistic
timeline, and comprehensive budget. By paying attention to these elements,
proposers can increase their chance of success and achieve their desired outcome.
 It needs to look professional. Any project proposal should read and look
appropriate, regardless of who the prospective client is.

 A successful proposal should fulfil the prospective client’s needs.

 There should be a one-page summary that will focus on the solutions and
benefits of the project you propose.

 The body of the proposal needs to have costs, contract terms, benefits, and
project management.

 The body could also have more topics or different aspects mentioned.

5. Explain why it may be beneficial to develop a report about client needs

following a meeting with a client to discuss their requirements. List three
points that the report might include.

WSC-ADITASS-ICTICT608-V3-10.8.23
International College of Australia Pty Ltd T/A Western Sydney College
RTO: 45360 | CRICOS: 03690M
 The relationship between an agency and its client heavily depends on client
reporting as it serves as the primary means for a company to communicate
marketing outcomes to its customers. Such reports demonstrate the organization's
unwavering commitment to assisting customers and provide a foundation for
discussions on how the company showcases its customers' values. There are
numerous benefits to client reporting, including:
 Client reporting helps your company to communicate with your customers on a
regular basis.
 Client reporting keeps clients informed about the organization's activities.
 Accountability comes through regular reporting.
 Client reporting makes transparency a lot easier.
 Clients can be presented with the results via a report. Client report includes
following things;
a) Overview of present scenario/condition
b) Milestones that have been achieved
c) Challenges
d) Ways to overcome those challenges

6. Identify two types of hardware and two types of software products that
are relevant to providing client services and support. The products you
choose must be current products and relevant to industry. For each
product, give a brief description of the product and at least two overall
capabilities, as well as two features relevant to specific products.
Hardware/Software Capabilities (2) Features (2)

a. Monitors (Hardware):  Display image, videos,  Contains various

graphics information components such as
 Can be useful for power supply, circuit
gaming board, and casing and
display terminals.
 Today, many monitors
are cost effective as
well as more
affordable
b. Scanners (Hardware):  capable of reading pre- Dual side Scanning Easy
printed specific fonts in and customized file
alphanumeric naming
characters, hand-
printed letters or
symbols or barcodes.

 Sharing photos
c. Java (software): Create complete Fast Secure and Reliable
applications that may run
on a single computer or
be distributed among
servers and clients in a
network. It is used for
developing Android Apps
d. Windows10(Software): Multiple Desk and Task Cortana; Like Siri and
WSC-ADITASS-ICTICT608-V3-10.8.23
International College of Australia Pty Ltd T/A Western Sydney College
RTO: 45360 | CRICOS: 03690M
 view; Instead of keeping Google Now, this virtual
everything open on the assistant allows us to
same desktop, we can speak through computer's
move some windows to microphone. Cortana can
virtual desktop so they answer questions like
don't get in the way. In what’s the weather like
addition, the new Task today. Desktop and
View feature makes it Security Improvements
easy to manage all open
windows

7. Assume that a company selling a range of IT hardware and software is

keeping up to date with trends in the ICT industry, explain why this is
important and then identify three types of products that it is possible they
may sell in the future if they keep up with trends. To complete this
question you will need to review trends in the ICT industry.
Change is an imminent and inescapable phenomenon. The domains of technology
and communication are in a constant state of flux and, crucially, enhancement.
Consequently, enterprises that are averse to embracing contemporary business
methodologies and technologies are at a greater risk of facing extinction. The
importance of staying abreast of the latest trends in the field of Information and
Communication Technology can be encapsulated as follows:

a) Keep up with the competition; Expect nothing less than fierce competition from
rival firms who strive to keep up with the latest technology. Therefore, it is
imperative that we continuously evaluate technology developments to ensure
that we remain highly competitive in the market. Do we dare to settle for
mediocrity when it comes to marketing our company? Absolutely not. To retain
existing clients and attract new ones, our organization must boldly employ
cutting-edge technologies in social media, advertising, SEO, and targeting.

b) Retain Customers: Using modern technology to enhance customer experience

leads to loyalty. Ensure your business delivers a pleasant and effortless
customer experience. Simplify their journey. No one enjoys a 10-step checkout.
Customers desire quick and easy interactions with your company, whether
purchasing online or browsing your site. Inconvenienced customers may lose
interest in your company and fail to complete transactions.

c) Stay Current: To remain up-to-date, it is crucial to keep pace with technological

developments. The latest technology emerges rapidly and staying connected
with our clients is essential. Our company is considered an industry authority by
both potential and current customers. Failure to understand trends and
incorporate cutting-edge technology can result in losing touch with customers.

8. List four elements that a contract should include for it to be legally

binding.

WSC-ADITASS-ICTICT608-V3-10.8.23
International College of Australia Pty Ltd T/A Western Sydney College
RTO: 45360 | CRICOS: 03690M
 In order for a contract to attain legal enforceability and validity, it is imperative that
it comprises of four quintessential elements, namely:
a) offer,
b) acceptance,
c) consideration, and
d) mutual assent.
Failure to include any of these fundamental elements renders the contract null and
void, devoid of any legal efficacy or binding effect.

9. List three examples of what could constitute an unfair contract term

under consumer law.
The Consumer Law of Australia enumerates contract terms that are deemed unfair
under consumer law. These include:

a) The utilization of certain provisions that allow for the evasion or restriction of
obligations under a contract is a common practice, but one that is not always
available to all involved parties.

b) Stipulations that permit one party to terminate an agreement may be included,

while not being extended to the other party.

c) It is not uncommon for contractual provisions to include penalties specifically

designed for one party in the event of a violation or termination.

d) Modifications to the terms of the contract may be permitted for one party but
not for the other.

10. Explain the purpose of an indemnification clause within a contract and

service level agreement.
An indemnification clause, which is a vital legal provision, involves an agreement
between the service provider and the customer company stating that the former will
indemnify the latter in the event of any breaches of warranties. The indemnification
process entails the provider being obligated to compensate the customer for any
third-party litigation costs that may arise from the provider's breach of warranties. It
is worth noting that this legal aspect is of great importance as it serves to limit the
service provider's responsibilities with regard to the SLA.

11. List five key inclusions of a contract.

WSC-ADITASS-ICTICT608-V3-10.8.23
International College of Australia Pty Ltd T/A Western Sydney College
RTO: 45360 | CRICOS: 03690M
 There would be five essential clauses in a contract:

a) Information on the contract's parties, including any subcontracting agreements

b) The length of the contract or period of the agreement

c) Definitions of important terminology used in the agreement

d) A description of the products and/or services your company will receive or

offer, including important deliverables

e) Payment information and dates, including if late payments would incur interest.

12. Review the procedure for commonwealth procurement at the following

link: https://www.finance.gov.au/sites/default/files/2019-11/CPRs-20-
April-2019_1.pdf
Explain in your own words how this government department ensures that
value for money in contracting third parties is achieved.
Procurement is the process of acquiring products and services. When requirements
are determined and decisions about purchases are made, everything begins. The
process for Commonwealth procurement is as follows:

 Risk assessment: The risk associated with the procurement is thoroughly

considered.

 Searching for and analyzing other options; obtaining quotations from

additional providers and carefully studying their profiles.

 Contract structure, contract awarding, and reporting; purchasing from the

best source. The primary idea of CPR is to maximize your resources. The
procurement manager believes that procurement should be economical and
provide value for money. Price isn't the only factor to take into account when
calculating the value of money. When making a purchase, staff must take into
account both financial and non-financial costs and advantages, including but not
limited to:
a. The products and services' high quality

b. appropriateness for the proposal's goals

c. Potential vendors' accomplishments and pertinent experience

d. adaptability of the suggestion

b) The proposed goods and services' environmental viability (energy

effectiveness, environmental impact, usage of recycled goods, etc.).

WSC-ADITASS-ICTICT608-V3-10.8.23
International College of Australia Pty Ltd T/A Western Sydney College
RTO: 45360 | CRICOS: 03690M
 13. Give an outline of a procedure that an organisation might use for
contracting.
An organization that intends to engage in a contracting process may utilize the
following series of steps as a comprehensive overview:

 There is a need to arrive at a mutual agreement regarding the specific product or

service that is to be covered under the contract.

 The organization should proceed to create the contract using the appropriate
template that is suitable and applicable to the particular type of transaction.

 The agreement's signatures need to be obtained from all the concerned parties
who are involved in the contractual arrangement.

 To bring the contract into effect and enforce its terms, it is essential to put the
agreement into action, thereby giving it legal standing and full force in
accordance with the relevant laws and regulations.

14. Describe the key steps in a successful negotiation.

The important actions in conducting a successful negotiation are as follows:

 Understanding the problem at hand is the first step. Each party should enter
negotiations knowing exactly what they hope to achieve from the discussions.

 The following phase is for each party to explain their case, including their
objectives, desired outcomes, and concessions they are prepared to make. To
properly negotiate, both parties must pay attention to one another.

 The majority of the negotiating process consists of the two sides exchanging
ideas, alternatives, and sometimes even conflicts. Up until a solution that is
accepted by all parties is reached, it is possible to pick, reject, or modify
potential solutions.

 Both parties may easily understand the terms of the agreement, which is
frequently set up in writing. This document has been carefully examined and
changed as necessary until it is accepted by all parties.

 The implementation of the agreement is the last stage of the negotiating process.

 Negotiations to change the contract and come up with a better, more long-term
solution may start over at the beginning if at any moment the agreement ceases
to be beneficial to one or both parties.

15. Summarise two key concepts of negotiation and how these can be used
to build effective business relationships.

WSC-ADITASS-ICTICT608-V3-10.8.23
International College of Australia Pty Ltd T/A Western Sydney College
RTO: 45360 | CRICOS: 03690M
 There being a shared interest that has to be discussed is an important negotiating
notion. Due to the fact that both sides are eager to interact with one another, there is
a chance to develop a commercial connection.
In negotiations, the win-win principle is crucial. A win-win outcome is one in
which both sides are satisfied with the decision. This is the best result since it
ensures that everyone leaves happy. As a result, this encourages productive
commercial connections.

WSC-ADITASS-ICTICT608-V3-10.8.23
International College of Australia Pty Ltd T/A Western Sydney College
RTO: 45360 | CRICOS: 03690M