student

assessment tasks

ICTICT608 -
Interact with clients on a
business level
CONTENTS
Introduction ......................................................................................................................................... 3
Student assessment agreement ......................................................................................................... 4
Assessment Task Cover Sheet........................................................................................................... 5
Assessment Task 1: Knowledge Questions ....................................................................................... 5
Assessment Task 1: Checklist ............................................................................................................ 9
Assessment Task Cover Sheet......................................................................................................... 11
Assessment Task 2: Project Portfolio ............................................................................................... 12
Assessment Task 2: Checklist .......................................................................................................... 17
Final Results Record ......................................................................................................................... 19
Student Assessment Tasks ICTICT608 - Interact with clients on a business level

Introduction
The assessment tasks for ICTICT608 - Interact with clients on a business level are outlined in the
assessment plan below. These tasks have been designed to help you demonstrate the skills and
knowledge that you have learnt during your course.
Please ensure that you read the instructions provided with these tasks carefully. You should also
follow the advice provided in the IT Works Student User Guide. The Student User Guide provides
important information for you relating to completing assessment successfully.

Assessment for this unit

ICTICT608 - Interact with clients on a business level describes the skills and knowledge required to
interact with clients at a management level.
For you to be assessed as competent, you must successfully complete two assessment tasks:

 Assessment Task 1: Knowledge questions – You must answer all questions correctly.

 Assessment Task 2: Project – You must work through a range of activities and complete a
project portfolio.

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Student Assessment Tasks ICTICT608 - Interact with clients on a business level

Student assessment agreement

Make sure you read through the assessments in this booklet before you fill out and sign the
agreement below.
If there is anything that you are unsure of, consult your assessor prior to signing this agreement.

Have you read the assessment requirements for this unit?  Yes  No
Do you understand the requirements of the assessments for this unit?  Yes  No
Do you agree to the way in which you are being assessed  Yes  No
Do you have any specific needs that should be considered  Yes  No
If so, explain these in the space below.

Do you understand your rights to reassessment?  Yes  No

Yes  No
Do you understand your right to appeal the decisions made in an
assessment?


Student name UPASHNA RASHIKA CHAND

Student ID number TPI0002562

Student signature UChand

Date 11/08/2024

Assessor name

Assessor signature

Date

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Student Assessment Tasks ICTICT608 - Interact with clients on a business level

Assessment Task Cover Sheet

Student declaration
To be filled out and submitted with assessment responses
 I declare that this task is all my own work and I have not cheated or plagiarised the work or
colluded with any other student(s).
 I understand that if I am found to have plagiarised, cheated or colluded, action will be taken
against me according to the process explained to me.
 I have correctly referenced all resources and reference texts throughout these assessment
tasks.

Student name
UPASHNA RASHIKA CHAND

Student ID number
TPI0002562

Student signature
UChand

Date
11/08/2024

Assessor declaration
 I hereby certify that this student has been assessed by me and that the assessment has been
carried out according to the required assessment procedures.

Assessor name

Assessor signature

Date

Assessment outcome S NS DNS Resubmission Y N

Feedback

Student result response

 My performance in this assessment task has been discussed and explained to me.
 I would like to appeal this assessment decision.

Student signature

Date

A copy of this page must be supplied to the office and kept in the student’s file with the evidence.

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Student Assessment Tasks ICTICT608 - Interact with clients on a business level

Assessment Task 1: Knowledge Questions

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 Peach Institute’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 Peach
Institute has provided you with an assessment cover sheet, please ensure that you use
that.

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Student Assessment Tasks ICTICT608 - Interact with clients on a business level

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.

Understanding change management when providing new products and/or services to meet
a client’s needs are important for many reasons, some of which are:

 Client Adaptation – client might struggle to adapt to new products due to established
habits with existing solutions. Understanding change management helps anticipate
and address client resistance, making the transition smoother.

 Effective Implementation – change management strategies facilitate the effective

introduction and integration of new products/ services. They ensure that clients and
internal stakeholders (employees, management) understand the purpose, benefits,
and usage of the new offerings.

2. List at least three methods that can be used to find out about a client’s business and their
needs.

Method Description

Surveys or Sending out surveys and questionnaires to a target group to

Questionnaires gather specific information about a clients business,
preferences and needs. These can be tailor made to capture
insights into their industry, challenges, outcomes and
expectations from the products or services.

Interviews or Engagement through interviews or consultants allows for in

Consultants depth discussions to explore the clients business goals,
challenges and requirements to achieve these goals.

Market Conducting market research helps in understanding industry

Research and trends, competitors and benchmarks. Analyzing publically
Analysis available data, reports and industry studies provides valuable
insights into common challenges, emerging needs, and
opportunities within the clients sector.

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Student Assessment Tasks ICTICT608 - Interact with clients on a business level

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

Steps Description

Identify Needs and Understanding client’s requirements, objectives and challenges.

Objectives Defining the problem or need that the ICT solution aims to address.
This involves extensive consultation and analysis to identify the
scope and purpose of the solution.

Research and Analysis Conducting comprehensive research into existing technologies,

industry standards, and best practices relevant to the identified
problem. Analyze data, trends and potential solutions. This step
involves feasibility studies to determine if the proposed solution is
viable.

Design and Planning Developing a detailed plan outlining the architecture, design and
functionalities of the ICT solution. This includes creating wireframes,
system diagrams and defining user interfaces. Plan the project
timeline, resource allocation, and budget.

Development and Being the actual creation of the ICT solution based on the design.
Prototyping Create prototypes or Minimum Viable Products (MVPs) to test
functionalities and gather feedback. This phrase involves coding,
integration of components, and system testing.

Testing and Quality Conduct rigorous testing to ensure ICT solution meets quality
Assurance standards and functional requirements. Test or security, usability,
performance, and compatibility. Address any bugs or issues
identified during testing.

Implementation and Deploy the ICT solution into the client’s environment or market. This
Deployment includes installation, configuration and training for end – users or
stakeholders

Monitoring and Continuously monitoring the ICT solutions performance after

Evaluation deployment. Gather feedback from users and stakeholders to assess
the effectiveness of the solution. Evaluate against predefined metrics
and key performance indicators (KPI’s)

Maintenance and Provide ongoing support, maintenance and updates to the solution to
Iteration ensure it remains functional, secure and aligned with evolving needs.
Implement improvements and enhancements based on user
feedback and changing requirements.

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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 powerful document that communicates what the project is all
about, how it will be executed, and what outcomes can be expected.

Contents of a project proposal needs to have:

 Project summary
 Project background
 Project solution
 Deliverables and goals
 Required resources
 Conclusion

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.

Benefits of Report Description

Documentation and The report acts as an official record of the meeting,

clarity documenting all the discussed requirements, details, and
expectations. It ensures clarity and accuracy by capturing the
client’s needs comprehensively, reducing the chance of
misinterpretation or misunderstanding.

Reference for The report serves as a reference point for stakeholders

Stakeholders involved in the project, such as team members, managers, or
decision makers. It provides a consolidated view of the
client’s needs, helping all parties align their efforts and
deliverables according to the client’s expectations.

Basis for Actionable It provides a foundation for creating action plans, project
Plans proposals, or strategies to meet the client’s needs. The
report outlines the necessary details and requirements that
need to be addressed, aiding in the development of solution
or services tailored to the client’s specifications.

Contents of Report Description

Summary of clients Detail of all the discussed requirements, preferences and

Requirements objectives articulated by the client during the meeting. This section
should encapsulate the core needs and priorities expressed by the
client.

Key action points Outline actionable steps or strategies discussed during the meeting
to address the client’s needs. This section clarifies the proposed
approach or plan to fulfill the requirements
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Next steps or Provide a summary of proposed next steps, timelines, or

Recommendations recommendations based on the clients requirements. This part
could include proposed project plans, methodologies or solutions to
meet the identified needs.

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/ Capabilities (2) Features (2)

Software

a. Interactive Enhanced presentation: Touch screen functionality:

Displays
Interactive displays facilitate Enables users to interact with the
engaging presentations and content displayed by touching the
collaborations by allowing users to screen, allowing annotations, drawing
interact directly with the screen, or selecting items.
making meetings more interactive.

Improved client engagement: Compatibility with Multiple Devices:

These displays offer a more Capable of connecting with various

engaging way to present devices like laptops, tablets or smart
information, enabling better phones, enabling seamless
communication and understanding presentations and collaborations.
between service providers and
clients.

b. Virtual Private Secure Remote Access: Encrypted Connections:

Network
(VPN) VPN routers provide a secure VPN routers encrypt data transmitted
Routers: means for remote access to over the network, enhancing security
networks, ensuring data security and preventing unauthorized access or
and confidentiality when working interception.
from various locations.

Client Connectivity: Multi Protocol Support:

Enables multiple clients or Supports various protocols (eg: PPTP,

employees to securely connect to L2TP, Open VPN), providing flexibility
the company’s network, facilitating and compatibility for different client
seamless collaboration and access devices and network configurations.
to resources.

c. Customer Client Information Management: Contact Management:

Relationship
Management CRM software centralizes client Stores and managers client contact
(CRM) data, enabling efficient storage, details, interactions and history,
Software: retrieval, and management of ensuring easy access to relevant
client related information. information.

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Student Assessment Tasks ICTICT608 - Interact with clients on a business level

Client Interaction Tracking: Task Automation:

Tracks client interactions and Automates tasks like email responses,

communications, providing insights reminders or follow ups, enhancing
into client preferences and needs efficiency in managing client
for better service delivery. relationships.

d. Remote Remote Access and Control: Screen Sharing:

Desktop
Software Allows support teams to access Allows sharing the screen of the
clients devices remotely for client’s device, aiding in
troubleshooting and support troubleshooting and demonstrating
without physical presence. solutions.

File Transfer and Collaboration: Session Recording:

Enables seamless file transfer and Some software allows recording

collaboration between service support sessions for future reference
providers and clients, enhancing or training purposes.
support capabilities.

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.

Keeping up with trends in the ICT Industry is crucial for a company selling IT hardware and
software due to the rapidly evolving nature of technology. Staying informed about industry
trends enables the company to:

 Stay Competitive:
Being aware of the latest developments help in offering cutting edge solutions that
meet or exceed market expectations, giving them a competitive edge.

 Meet Customer Needs:

Understanding trends allows the company to align its products with emerging
customer demands, ensuring that they cater to evolving needs effectively.

 Innovation and Adaptation:

By following trends, the company can innovate, adapt and invest in technologies that
are likely to shape the industry’s future, thereby positioning themselves as industry
leaders.

Three types of products that the company might sell in the future are:

Product Description

Artificial Intelligence (AI) AI integration in various hardware and software solutions is

Powered Devices or a growing trend. Products like AI enabled IoT devices, AI
Software driven analytics software, or machine learning integrated
applications might become significant offerings.

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Edge Computing Edge computing. This involves processing data closer to

Infrastructure its source rather than relying on centralized cloud servers,
is gainng traction. The company might offer edge
computing hardware or solutions to enable faster data
processing and reduced latency.

Cyber security Solutions With the proliferation of Internet of Things (IoT) devices,
for Internet of Things the need for robust cyber security solutions specific to IoT
(IoT) is rising. Products focusing on securing interconnected
devices and networks could be a potential future offering.

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

Elements Description

Offer and Acceptance There must be a clear offer made by one party, which is then accepted
by the other party without any conditions. Both parties must agree to the
same terms without alterations or misunderstandings.

Consideration Consideration refers to something of value (money, goods, services,

etc) exchanged between the [arties. Each party must provide something
of value to the other for the contract to be valid.

Intention to Create Both parties entering the contract must have the intention that the
Legal Relations agreement is legally binding. Contracts made in a social or domestic
context might not be legally binding as they lack this intention.

Legal Capacity Both parties must have the legal capacity to enter into the contract. This
means they should be of sound mind, not under the influence, not
minors (unless legally emancipated or in certain exceptional cases), and
not incapacitated in any way that prevents understanding the terms of
the contract.

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

Examples Description

Excessive Penalties Contract terms that impose disproportionately high penalties or fees
for breaching the contract. For instance, a term that chargers an
exorbitant fee for cancelling a service within a reasonable timeframe
could be considered unfair.

Unilateral Variation of Clauses that allow one party to unilaterally change the contract terms
Terms without providing a valid reason or sufficient notice to the other party.
This might include terms that allow a company to alter the price or
service without the consumers consent or adequate notification.

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Hidden Terms or Fine Terms that are hidden in fine print or are not adequately explained to
Print the consumer at the time of entering the contract. This could include
clauses that significantly impact the consumer’s rights but are buried
in complex language or presented in conspicuously.

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

An indemnification clause within a contract or service level agreement serves to

allocate responsibilities and liabilities between the parties involved.

Purpose of indemnification clause are:

 Protect one party from bearing the full financial burden of legal costs,
damages, or loss arising from certain events or claims.

Example:

A service level agreement between a service provider and a client, an

indemnification clause might state that if the service provider’s actions result in a
breach of data security, leading to financial losses for the client, the service
provider is responsible for covering those losses or legal expenses incurred
due to the breach.

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11. List five key inclusions of a contract.

Contents Description

Identification of Parties Clearly identify and provide details about the parties involved in the
contract, including their legal names, addresses and contact
information.

Terms and Conditions Outline the terms and conditions of the agreement, including the
rights, responsibilities, and obligations of each party. This section may
cover the scope of work, timelines, payment details and any specific
deliverables.

Consideration Specify the value exchanged between the parties, which could be
monetary (payment), goods, services, or any other consideration
agreed upon. This demonstrates what each party will receive or
provide in return for fulfilling their obligations.

Termination Clause Defines the circumstances and procedures under which the contract
can be terminated, outlining any penalties or consequences for early
termination, as well as the notice period required.

Dispute Resolution Includes provisions for resolving disputes that may arise during the
Mechanisms term of the contract. This may involve specifying methods like
arbitration, mediation, or litigation to settle disagreements between the
parties.

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.

Procedure Explanation

Value Assessment Government departments evaluate offers based on value for

money, considering not only the cost but also the quality and
fitness for purpose of the goods or services being procured.

Competitive Processes Encouraging competition among suppliers ensures that the best
options are explored, allowing for better negotiation on pricing and
terms, ultimately aiming for cost effective solutions.

Cost Benefit Analysis Before entering into contracts, departments often perform cost
benefit analyses to evaluate the potential benefits against the
anticipated costs. This helps in justifying the expenditure.

Risk Management Assessing and managing risks associated with the procurement
process and the contract itself is crucial to prevent unexpected
costs or project failures.
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Performance Monitoring Post contract, there’s often a monitoring phase to ensure that the
terms of the contract are met and that the value expected from the
procurement is achieved.

13. Give an outline of a procedure that an organisation might use for contracting.

Procedure Description

Identification of need The process starts with identifying the need for goods or services.
This could arise from internal requirements or project demands.

Preparation Draft a clear scope of work or specifications that outline what is

needed. This includes technical, functional and commercial
requirements.

Market Research Explore the market to identify potential suppliers or contractors.

This might involve issuing requests for information (RFIs) or
conducting market analysis to understand available options.

Request for Proposal Prepare and issue an RFP or tender document. This details the
(RFP) or Tendering project requirements, evaluation criteria, timelines, and terms of
engagement. Advertise this to potential suppliers.

Supplier Selection Evaluate received proposals or tenders based on predetermined

criteria. This might involve technical assessments. Financial
evaluations and compliance checks.

Negotiation Engage in negotiations with shortlisted suppliers to finalize terms,

pricing and contract conditions.

Contract Drafting Create a detailed contract outlining the terms, deliverables,

timelines, payment schedules, responsibilities, warranties, and any
other relevant aspects.

Legal Review Involve legal advisors or departments to review and approve the
contract to ensure legal compliance and mitigate risks.

Signing and Execution Once all parties agree on the terms, sign the contract. Ensure
authorized signatories are involved as per organizational protocols.

Contract Management Post-execution, manage the contract throughout its lifecycle. This
includes monitoring performance. Handling amendments,
addressing disputes and ensuring compliance with terms and
conditions.

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Closure and Evaluation After contract completion, conduct a review to evaluate the
suppliers performance against the agreed upon terms. Document
lessons learned for future improvements.

14. Describe the key steps in a successful negotiation.

Steps Description

Preparation Understand your objectives, priorities, and alternatives. Research

the other party’s position, needs and potential concerns. Set clear
and achievable goals for the negotiation.

Building Rapport Establish a positive and respectful relationship with the other party.
This helps in creating an environment conducive to open
communication and collaboration

Setting the Stage Define the agenda and ground rules for the negotiation. Clarify the
objectives, time frame and any limitations.

Active Listening Listen attentively to the other party’s perspective. Understand their
needs, concerns, and underlying interests. This helps in finding
mutually beneficial solutions.

Effective Communication Clearly articulate your position, interests and proposed solutions.
Use persuasive and assertive communication without being
aggressive.

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

The two concepts of negotiation that can be used to build effective business relationships are:

1. Win Win Approach:

This concept emphasizes creating agreements that benefit all parties involved. In a
business context, using a win win approach involves seeking solutions were both sides
gain value. By understanding each party’s underlying interests and needs, negotiators
can craft agreements that address these while achieving their own objectives. Building
relationships based on mutual benefit fosters trust and goodwill between businesses,
laying the ground work for future collaborations.

2. Interest Based Negotiation:

The approach focuses on identifying and addressing the underlying interests, concerns
and needs of both parties rather than solely on positions or demands. It involves active
listening, empathy, and problem solving to uncover shared interests and possibilities for
mutual gain. This concept can enhance business relationships by promoting a deeper
understanding of each other’s priorities, encouraging collaboration, and reducing
potential conflicts. It allows negotiations to find creative solutions that satisfy both
parties interests, leading to more sustainable and cooperative business relationships.

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Assessment Task 1 : Checklist

Student’s name: UPASHNA RASHIKA CHAND

Did the student provide a Completed

sufficient and clear answer successfully? Comments
that addresses the
suggested answer for the Yes No
following?

Question 1

Question 2

Question 3

Question 4

Question 5

Question 6a

Question 6b

Question 6c

Question 6d

Question 7

Question 8

Question 9

Question 10

Question 11

Question 12

Question 13

Question 14

Question 15

Task outcome:  Satisfactory  Not satisfactory

Assessor signature:

Assessor name:

Date:

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Student Assessment Tasks ICTICT608 - Interact with clients on a business level

Assessment Task Cover Sheet

Student declaration
To be filled out and submitted with assessment responses
 I declare that this task is all my own work and I have not cheated or plagiarised the work or
colluded with any other student(s).
 I understand that if I am found to have plagiarised, cheated or colluded, action will be taken
against me according to the process explained to me.
 I have correctly referenced all resources and reference texts throughout these assessment
tasks.

Student name
UPASHNA RASHIKA CHAND

Student ID number
TPI0002562

Student signature
UChand

Date
11/08/24

Assessor declaration
 I hereby certify that this student has been assessed by me and that the assessment has been
carried out according to the required assessment procedures.

Assessor name

Assessor signature

Date

Assessment outcome S NS DNS Resubmission Y N

Feedback

Student result response

 My performance in this assessment task has been discussed and explained to me.
 I would like to appeal this assessment decision.

Student signature

Date

A copy of this page must be supplied to the office and kept in the student’s file with the evidence.

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Student Assessment Tasks ICTICT608 - Interact with clients on a business level

Assessment Task 2: Project Portfolio

Information for students

You are required to prepare a proposal for the provision of services to a case study organisation.
You will then meet with the prospective client to discuss your proposal and reach agreement on
this.
You are required to assess the progress of the project, providing recommendations to resolve
issues that have arisen. You will then modify your proposal to reflect any new agreements that
have been made.
This assessment is to be completed in the simulated work environment in the RTO.
You will need access to:

 a suitable place to complete activities that replicates a business environment including a

meeting space and computer and internet access

 your learning resources and other information for reference

 Project Portfolio template

 Simulation Pack.
Ensure that you:

 review the advice to students regarding responding to written tasks in the IT Works Student
User Guide

 comply with the due date for assessment which your assessor will provide

 adhere with Peach Institute’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.

Assessment information
i
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

 how your assessment should be submitted.

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

Bryan Peach Institute Pty. Ltd. T/A Peach Institute

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Student Assessment Tasks ICTICT608 - Interact with clients on a business level

Activities
Complete the following activities:

1. Carefully read the following scenario

This project requires you to develop a proposal for a client based on their business
needs and then agree on and implement the proposal, as well as monitor and
maintain services.
This project can be based on the case study business in the ICT simulation pack or
you may like to base this on your own business, or a business you are currently
working for or are familiar with. It is important that this business has current ICT
hardware and software products for use with developing ICT solutions, a standard
Service Level Agreement and relevant policies and procedures for interacting with
clients, as well as information that you can review to research clients’ needs. You
will also need to be able to work with one client to develop and implement a
proposal. Speak to your assessor to get approval if you want to base this on your
own business or one you work for.
You will be collecting evidence for this unit in a Project Portfolio. The steps you
need to take are outlined below.

2. Planning

Make sure you are familiar with the business you are basing this assessment on
and have read through the necessary background information, policies and
procedures and documents. For the case study business, this is all of the
documents included in the ICT simulation pack. If it’s your own business or a
business where you are working or are familiar with, it’s important at this step that
you have your business or case study approved by your assessor.
Complete Page 4 of your Project Portfolio for this unit.
Read through the requirements of Section 1, 2, 3, 4, 5 and 6 of your Project
Portfolio.

3. Develop a draft proposal

In this first activity step you are to develop a draft proposal for a prospective client.
If you are using the case study business, this will be the client as included in the
Simulation Pack. If it’s your own business or a business where you are working or
are familiar with, this can be a client of your choice.
Prepare the draft proposal using the Draft Proposal Template included in your
Portfolio template. As a guide your Draft Proposal will be 2 pages long.
To develop your proposal, you will need to:

 Research the client’s service standards, values and culture so as to thoroughly

understand the client’s needs.

 Investigate products and/or services currently provided by the client.

 Review current service level agreements that the client has.

Bryan Peach Institute Pty. Ltd. T/A Peach Institute

RTO No: 31822, CRICOS Provider No: 03604C, ABN: 82 106 814 439 21
Student Assessment Tasks ICTICT608 - Interact with clients on a business level

 Research the client service needs to determine the services they need and the
level of service

 Research opportunities for new business with client i.e. beyond what the client
is specifically enquiring about.
For the case study organisation, use the information in the Simulation Pack. If you
are completing this for your own business or one you are familiar with, then use the
available information you can access.
In the next activity, you will be meeting with the client so you will need to provide a
copy of your proposal to the client (your assessor). You may provide this in any
form you choose such as a printed copy or via email.
If you are completing this assessment using the case study business you will also
need to show the client the type of website that you believe would be appropriate
for their company. Find a similar company’s website that you admire and prepare to
show it to the client. Please also ensure you have your laptop at the meeting with
the client so that you are able to show the client the website you have identified as
being suitable. If you are completing this for your own business or one you are
familiar with, then you should ensure you have relevant hardware/software product
samples to show the client.

Complete Section 1 of your Project Portfolio. Submit this to your assessor.

If you are completing this for the case study business, your assessor will advise you
of the date and time of the meeting with the client (this will be your assessor). If you
are completing this for your own business or one you are familiar with, then you are
to organise a time and date for the meeting with the client.

4. Present proposal

You will now meet with the client to present your draft proposal to the client in a
clear, concise and comprehensive manner and ensuring you outline the costs and
timelines associated with the proposal.
The meeting time may vary but it is expected it would be at least 15 to 30 minutes.
If you are completing this assessment for the case study business, show the client
the website that you have selected as a model for the one that IT Biz Solutions
could create or if you are completing this for your own business or one you are
familiar with, then show the relevant hardware/software product samples.
Answer client questions and ensure you clarify areas that the client is uncertain
about. You will also need to negotiate the final terms of agreement and record any
variations that the client requests.
Make sure you respond to questions, areas of uncertainty and negotiations in
accordance with relevant procedures.
During the meeting, you will need to demonstrate effective communication skills
including:

 Speaking clearly and concisely

 Using non-verbal communication to assist with understanding

 Asking questions to identify required information

 Responding to questions as required

Bryan Peach Institute Pty. Ltd. T/A Peach Institute

RTO No: 31822, CRICOS Provider No: 03604C, ABN: 82 106 814 439 22
Student Assessment Tasks ICTICT608 - Interact with clients on a business level

 Using active listening techniques to confirm understanding.

Make sure you follow the instructions above and meet the timeframes allocated.

If you are completing this activity for a client from your own business, this can
i
either be viewed in person by your assessor or you may like to video record the
session for your assessor to watch later. Your assessor can provide you with more
details at this step.

5. Update the proposal

Following the meeting with the client you are required to update your proposal
based on the agreements reached at the meeting.
This document will be your Final Proposal. Ensure that this version of the proposal
reflects the agreements reached at the meeting.

Complete Section 2 of your Project Portfolio.

6. Write a Service Level Agreement

Using the Service Level Agreement Template or your own business’ template,
create an SLA for the client.

Complete Section 3 of your Project Portfolio.

7. Develop a survey

You are also to develop a short survey that could be used to gather client feedback
to assist in improving the proposal. Develop five short questions and document
these in your Portfolio. Use a survey tool such as Survey Monkey.
Provide this to your client. If you are completing this for the case study business,
provide your proposal and the survey to a fellow student and ask them to complete
your survey. If you are completing this for your own business or one you are
familiar with, then provide the survey to your client.

Complete Section 4 your Project Portfolio.

8. Write a project status report

All accepted client proposals must of course commence and progress! On this
basis you are now to develop a project status report for the client.
If you are completing this assessment for the case study business, review the
information in the ICT Simulation Pack on P.16 to inform your report. This will also
include client feedback.

Bryan Peach Institute Pty. Ltd. T/A Peach Institute

RTO No: 31822, CRICOS Provider No: 03604C, ABN: 82 106 814 439 23
Student Assessment Tasks ICTICT608 - Interact with clients on a business level

If you are completing this for your own business or one you are familiar with, then
you may provide your report based on current progress of the project. This should
also include client feedback using the survey you developed.
Your report should include the current status of the project as well as any issues
that have arisen.
For any issues, you should give workable suggestions as to how these can be
resolved.

Complete Section 5 your Project Portfolio.

9. Update the proposal and SLA

The final part of this assessment requires you to update documents based on client
feedback.
If you are completing this assessment for the case study business, you are to
review the information on p.17 of the Simulation Pack which requires you to update
your Proposal and Service Level Agreement based on the client’s needs.
Revise your proposal and the SLA to reflect the changes requested by the client.
If you are completing this assessment for your own business, if there have been
changes requested by the client update the Proposal and SLA accordingly. If not
your assessor will provide you with some simulated changes that you could make.

Complete Section 6 of your Project Portfolio.

Bryan Peach Institute Pty. Ltd. T/A Peach Institute

RTO No: 31822, CRICOS Provider No: 03604C, ABN: 82 106 814 439 24
Student Assessment Tasks ICTICT608 - Interact with clients on a business level

Assessment Task 2 : Checklist

Student’s name: UPASHNA RASHIKA CHAND

Completed
successfully? Comments

Did the student: Yes No

Research the prospective client’s

organisational service standards, its
company values and culture to
understand the organisational
environment they will be working with?

Investigate and document the services

that could be provided to the prospective
client’s organisation?

Review the prospective client’s current

service level agreements?

Research the prospective client’s service

needs and their preferred level of
service?

Research opportunities for business with

client that has not been suggested by
the client?

Develop a draft proposal to that includes

any new initiatives?

At the meeting, present the proposal to

the client in a clear, concise and
comprehensive manner?

At the meeting, present the proposed

cost and timeframes to the client?

At the meeting, negotiate the terms with

the client and record the required
alterations?

During the meeting, clarify areas of

uncertainty or disagreement with the
client?

During the meeting, demonstrate

effective communication skills including:

 Speaking clearly and concisely

 Using an appropriate voice tone

Bryan Peach Institute Pty. Ltd. T/A Peach Institute

RTO No: 31822, CRICOS Provider No: 03604C, ABN: 82 106 814 439 25
Student Assessment Tasks ICTICT608 - Interact with clients on a business level

 Using non-verbal communication to

assist with understanding

 Asking questions to identify

required information

 Responding to questions as
required

 Using active listening/reflective

responses techniques to confirm
understanding?

Document the agreement as negotiated

with the client?

Develop a survey to obtain client

feedback?

Assess the project’s progress in the

client’s objectives?

Adjust the services provided to the client

based on feedback?

Document any changes to the services

being provided to the client?

Task outcome:  Satisfactory  Not satisfactory

Assessor signature:

Assessor name:

Date:

Bryan Peach Institute Pty. Ltd. T/A Peach Institute

RTO No: 31822, CRICOS Provider No: 03604C, ABN: 82 106 814 439 26
Student Assessment Tasks ICTICT608 - Interact with clients on a business level

Final Results Record

Student name: UPASHNA RASHIKA CHAND

Assessor name: MOHAN GANVARAPU

Date 11/08/24

Final assessment results

Result

Task Type Satisfactory Unsatisfactory Did not submit

Assessment Task 1 Knowledge questions S U DNS

Assessment Task 2 Project Portfolio S U DNS

Overall unit results C NYC

Feedback

 My performance in this unit has been discussed and explained to me.

 I would like to appeal this assessment decision.

Student signature:UChand Date: 11/08/24

 I hereby certify that this student has been assessed by me and that the assessment has been
carried out according to the required assessment procedures.

Assessor signature: Date:

Bryan Peach Institute Pty. Ltd. T/A Peach Institute

RTO No: 31822, CRICOS Provider No: 03604C, ABN: 82 106 814 439 27
 PORTFOLIO
Student Version

ICTICT608
Interact with clients on a business level
 ICTICT608 - Project Portfolio

CONTENTS
Section 1: Draft Proposal Template ........................................................................................................ 4
Section 2: Final Proposal ....................................................................................................................... 5
Section 3: Service Level Agreement ......................................................................................................10
Section 4: Survey..................................................................................................................................14
Section 5: Progress Report ...................................................................................................................15
Section 6: Updated Proposal and Service Level Agreement ..................................................................16

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 ICTICT608 - Project Portfolio

Student name: UPASHNA RASHIKA CHAND

Assessor: MOHAN GANAVARAPU

Date: 11/08/2024

Business this assessment is SERVICE PROVIDER – IT BIZ SOLUTIONS

based on:
CLIENT – GROW MANAGEMENT COLSULTANTS

Documentation reviewed as CASE STUDY – IT BIZ SOLUTIONS

part of this assessment:
CLIENT PROFILE – GROW MANAGEMENT CONSULTANTS
IT BIZ SOLUTIONS COMPANY SERVICES INFORMATION
IT BIZ SOLUTIONS CUSTOMER SERVICE POLICY AND
PROCEDURES
IT BIZ SOLUTIONS – PROGRESS REPORT
IT BIZ SOLUTIONS – INFORMATION FOLLOWING PROGRESS
REPORT
IT BIZ SOLUTIONS FEE SCHEDULE
PROJECT PORTFOLIO
STUDENT ASSESSMENT
STUDENT GUIDE
IT BIZ SOLUTIONS MAINTENANCE AND SERVICE LEVEL
AGREEMENT

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 ICTICT608 - Project Portfolio

Section 1: Draft Proposal Template

Document your draft proposal here using the template. Use diagrams and flow charts as relevant to
assist with understanding the proposal.

Client Proposal Grow Management Consultants

Include the name of the
business for this proposal

Background Established in 2010, Grow Management Consultants specialised in

providing services to companies that assist in to improve their
Provide a background for
employee’s leadership performance. Grow Management Consultants
the client i.e. the products
draws on its up to date knowledge and skills in best practise leadership
and service they provide
concepts to assist to assist clients with leadership performance.
and their service standards,
values and culture.
Research and document.
trends relating to the
client’s business.

Client needs 1. Company’s website upgradation

Outline the client’s needs 2. Electronic communication / Email communication
as per the information
3. Training to staff maintaining website
provided/that you can
access.

Service level agreements For online integrated accounting needs, GMC is using Xero:
Describe service level The GMC’s hardware is purchased and maintained through Office
agreements currently in Galaxy, and a service level agreement is in place with them to keep all
place. hardware purchased through them functioning and up to date. The
Service Level Agreement will continue for another year, when it is due
to be renewed or replaced.

Services offered  Monitoring training

Describe the services  Coaching
sought by the client.
 Management consultation
Identify any additional
services that you consider  Management program evaluation
could benefit the client
 Development of cutting edge tools, resources and expert
advice.

 Sharing best and next practise

 Leadership organisations through the process of creating a

leadership culture

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 ICTICT608 - Project Portfolio

Cost
Document the proposed
Services required Cost
cost for the services
required by the client. Make
Company’s website upgradation $10,000
sure you refer to current fee
information to develop Electronic communication/ Email $1,600 setup + training
costings. communication

Training to staff maintaining $75/hour

website

Timelines
Document the timelines for
Services required Cost
the services required by the
client.
Company’s website upgradation 3 weeks

Electronic communication/ Email 3 days

communication

Training to staff maintaining 1 day (8 hours including 30 mins

website lunch break)

Section 2: Final Proposal

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 ICTICT608 - Project Portfolio

Document your final proposal here using the template. Highlight the main areas of change from the draft
proposal so it can be seen what changes were made.

Client Proposal Client: Grow Management Consultants

Include the name of the
business for this
proposal

Background Grow Management Consultant is a consultancy company since 2010. It

specialises in leadership development services. They offer a wide range of
Provide a background
professional services including managerial training and networking solutions.
for the client i.e. the
products and service The main objective is:
they provide and their
 To offer the best and most accurate training and advice to their
service standards,
customers, keeping up to date with the latest innovation in leadership
values and culture.
skills, mentoring, coaching, consultancy, development and best
Research and practises in management.
document. trends
To achieve the best result, they have a set of core values which are listed
relating to the client’s
below:
business.
 Quality

 Innovation

 Respect

 Reliability
There’s a service standard of responding to all enquiries within 3 days in a
professional, respectful way, and to provide all the agreed services under the
specified parameters of timelines and costs.
Grow Management Consultancy is always updating and growing, following the
trends in leadership and technology, which is the reason why they want to
improve their website to meet all the actual standards in the industry.

Client needs Grow Management Consultancy owns a website with only basic features and
outdated information. Thus they require an improvement of the website,
Outline the client’s
including actual features and better overall user experience.
needs.
The client also wants the website to be self managed, although their staffs
does not have the expertise to do so. For example; a customer would express
their concerns about the efficiency of their electronic communications, so they
are interested in hearing about potential solutions that we can offer.
To upgrade websites, staffs need to be trained to learn how to use the updated
websites thus staff training is very important.

Service level For online integrated accounting needs, GMC is using Xero.
agreements
The GMC’s hardware is purchased and maintained through Office Galaxy, and
Describe service level a service level agreement is in place with them to keep all hardware purchased
agreements currently in through them functioning and up to date. The Service Level Agreement will
place. continue for another year, when it is due to be renewed or replaced.

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 ICTICT608 - Project Portfolio

Services offered Proposed Services:

Describe the services  Monitor trainings
sought by the client.  Coaching
Identify any additional  Management consultation
services that you  Management program evaluation
consider could benefit  Development of cutting edge tools, resources and expert advice.
the client  Sharing best and next practise
 Leadership organisations through the process of creating a leadership
culture

Additional Services:
 Cyber security
 Antivirus
 Protect against breach of confidentiality
 Email services

Cost Cost breakdown for proposed services:

Document the final
Services required Cost
agreed costs for the
services required by the
Company’s website upgradation $10,000
client.
Make sure you include Electronic communication/ Email $1,600 setup + training
final costs as discussed communication
at the meeting.
Training to staff maintaining $75/hour (assuming 20 hours
website training, total $1500)

Total $13,100

Cost breakdown for additional services:

Services required Cost

Maintenance of email services $2400 aunnually

Manage security services $1000

Total $3,400

Grand Total $16,500

Cost After the meeting with the Grow Management Consultants, they accepted the
proposed services with the additional services that we offered to cover their
Document the
requirements for email and security services.
proposed cost for the
services required by the Also, as per our policies and procedures, a 10% discount was approved over a
client. Make sure you total price for the solutions offered.
refer to current fee
Thus, the final cost of the proposed services is: $14,850.
information to develop

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 ICTICT608 - Project Portfolio

costings.

Timelines The table below shows the proposed timeline for the project.
Document the final
Task Description Start date End date
timelines agreed for the
services required by the
1 Website Development 20/7/2024 30/7/2024
client.
1.1 Transferring existing website 20/7/2024 30/7/2024
information

1.2 Analysing website requirements 30/7/2024 7/8/2024

for upgradation

1.3 Implement websites with new 8/8/2024 18/8/2024

features: linking blogs and
newsletters

2 Staff website training 18/7/2024 25/7/2025

2.1 Gain approval for staff trainings 18/7/2024 22/7/2024

2.2 Staff to be trained yearly 23/7/2024 22/7/2025

2.3 Evaluate progress of staff 23/7/2025 30/7/2025

trainings

3 Manage Email Services 24/7/2024 17/8/2024

3.1 Updating of Email services 24/7/2024 27/7/2024

3.2 Training staff to reply emails from 28/7/2024 5/8/2024

most important to least important

3.3 Evaluate the effectiveness of 18/8/2024 21/8/2024

Email services

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 ICTICT608 - Project Portfolio

The graph below shows the duration of timeline for the project:
THE GANTT CHART SHOWING TIMELINE OF EVENTS

3.3

3.2

3.1

2.3

2.2
END DATE
2.1 START DATE
2

1.3

1.2

1.1

9/01/2024 18/04/2024 27/07/2024 4/11/2024 12/02/2025 23/05/2025 31/08/2025

TASK START DATE END DATE

1 20/07/2024 30/07/2024

1.1 20/07/2024 30/07/2024

1.2 30/07/2024 7/08/2024

1.3 8/08/2024 18/08/2024

2 18/07/2024 25/07/2024

2.1 18/07/2024 22/07/2024

2.2 23/07/2024 22/07/2025

2.3 23/07/2025 30/07/2025

3 24/07/2024 17/08/2024

3.1 24/07/2024 27/07/2024

3.2 28/07/2024 5/08/2024

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 ICTICT608 - Project Portfolio

Section 3: Service Level Agreement

The Service level Agreement should be developed using the Service Level Agreement Template or your
business’ own template. Include your final SLA for the client below.

IT Biz Solutions

Maintenance and Service Level Agreement

1.1 Statement of Intent

The aim of this agreement is to provide a basis for close co-operation between Grow Management
Consultants and IT Biz Solutions, for support services to be provided by IT Biz Solutions to Grow
Management Consultants, thereby ensuring a timely and efficient support service is available to
Grow Management Consultants end users. The objectives of this agreement are detailed in Section
1.2. This agreement is contingent upon each party knowing and fulfilling their responsibilities and
generating an environment conducive to the achievement and maintenance of targeted service
levels.

1.2 Objectives of Service Level Agreements

To create an environment this is conducive to a co-operative relationship between IT Biz Solutions

and Grow Management Consultants to ensure the effective support of end users. To document the
responsibilities of all parties taking part in the Agreement To ensure that Grow Management
Consultants achieves the provision of a high quality of service for end users with the full support of
IT Biz Solutions.
To define the commencement of the agreement, its initial term and the provision for reviews To
define in detail the service to be delivered by IT Biz Solutions and the level of service which can be
expected by Grow Management Consultants, thereby reducing the risk of misunderstandings. To
provide a common understanding of service requirements/capabilities and of the principals involved
in the measurement of service levels.
To provide for all parties to the Service Level Agreement a single, easily referenced document which
caters for all objectives as listed above.

1.3 Definitions

"Maintenance Service Fee"

Shall mean a rate paid by the Client for website maintenance and maintenance related support. This
fee is paid monthly/yearly. The fee depends on the selection of the maintenance level upon
application.

“Website Maintenance”
Shall mean basic website changes and additions and does not including Server-Side Scripting or
Database modifications.

“Server-Side Script”
Shall mean a program that is processed on the server, before the information ever reaches the
user’s computer. These programming languages include but are not limited to PHP, ASP and
ASP.NET.

“Term"
Shall mean the initial (12) twelve-month term of Website Maintenance after election by Client.

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 ICTICT608 - Project Portfolio

"Renewal Term"
Shall mean any (12) twelve-month term of Website Maintenance services elected by Client
subsequent to the Term.

“Software”
Shall mean any artwork, programs, procedures, rules, and any associated documentation pertaining
to the operation of a website. For example, a website, Content Management System, 3rd party
applications like Forums, Blogs etc.

1.4 Services

The following is a list of the agreed services to be provided by IT Biz Solutions to Grow Management
Consultants and the agreed fees for each:

Services required Cost

1.4.1 Company’s website upgradation $10,000

1.4.2 Electronic communication/ Email $1,600 setup + training

communication

1.4.3 Training to staff maintaining website $75/hour (assuming 20 hours

training, total $1500)

1.4.4 Maintenance of email services $2400 annually

1.4.5 Manage security services $1000

Grand Total $16,500

1.5 Website Upgrade Agreement Term

The existing website will be upgraded and more features will be added in the website. The term of
this agreement is a (12) twelve-month term. The renewal term will automatically start once the term
has lapsed unless termination has been received.

1.6 Website Upgradation Agreement Termination.

A. The term or renewal term can be terminated as per a 10-day cooling off period after the
commencement or renewal date of the agreement. Notice of this termination must be made
in writing.
B. If the Client terminates the agreement prematurely to its term, then any unpaid Maintenance
Service Fee’s will be invoiced based on the longest serving level.

1.7 Staff Training.

When staffs goes for the training he/she is suppose to make a report of the training and present it to
his/her fellow colleagues.

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 ICTICT608 - Project Portfolio

1.8 Electronic Communication Setup.

Email setup Is another agreed task for the client, which will include email server setup and
administration (access controls as per the organisations structure and hierarchy of positions/
responsibilities)

1.9 Amendment to Contract

The level of your Website Maintenance Agreement can be modified by giving 30 days notice in
writing.

1.10 Client Responsibilities

1.10.1 Obligations

The Client agrees to provide IT Biz Solutions with reasonable access to all necessary personnel
to answer any questions about any problems reported by the Client regarding the Software.
Client also agrees to promptly implement all updates provided by either a 3rd party or IT Biz
Solutions, if requested.
When requested and necessary, the Client shall provide IT Biz Solutions in writing a reasonable
description of the maintenance required along with any additional information or software
required to complete the Website Maintenance.

1.10.2 Primary Contacts

The Client shall appoint one (1) individual within Client's organisation to serve as primary
contact between the Client and IT Biz Solutions and to receive support through IT Biz Solutions’
telephone support centre. All of the Client's support enquiries shall be initiated through these
contacts and logged internally.

1.10.3 Level of Effort

99% of the time IT Biz Solutions will start working on your Website Maintenance within three (3)
working days of receiving the request.

1.10.4 Error Correction

Upon identification of any Website Maintenance error, the Client shall notify IT Biz Solutions of
such error and shall provide IT Biz Solutions with a problem report and enough information to
reproduce the error. IT Biz Solutions shall use its reasonable efforts to respond to problem
reports. IT Biz Solutions shall begin to correct any reproducible Website Maintenance errors in
the Software attributable to OPTINFRA with the level of effort commensurate with the error
within two (2) business days based on the severity of the errors. IT Biz Solutions shall not be
responsible for correcting any errors not attributable to IT Biz Solutions.

1.10.5 Go Live Policy

No software, error correction or modification will go live on Fridays unless otherwise agreed
upon. Support is limited over the weekend and this policy is designed to reduce the risk of
critical errors over this period.

1.10.6 Increasing charges

The Company may increase the Annual Charge, Normal & Abnormal Hourly Charges as set out
in this Agreement by giving 14 days’ prior written notice to take effect at the end of the notice
period. In such an event, the Client may terminate this Agreement before the end of the said
notice period by a written notice to the Company.

1.10.7 Representatives

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 ICTICT608 - Project Portfolio

Grow Management Consultants and IT Biz Solutions nominate the following representatives
responsible for the monitoring and maintenance of the service agreement:

Grow Management Consultants : Paul Burns

IT Biz Solutions: Upashna Chand

1.10.8 IT Biz Solutions Contact Information

Website Maintenance service is available from Monday to Friday.

Address: 159 Farr St, Rockdale, NSW-2216, Australia

Tel: +61 02 425217587

Email: [email protected]

Web: www.itbizsolutions.com.au

2.0 Acceptance of Agreement

I have read and agreed to the above IT Biz Solutions’ Terms and Conditions and Website

Maintenance Service Agreement.

Client’s Signature: ____Paul burns_________________________

Date: _____20/07/24_____________

Signature of IT Biz Solutions’ Representative: ___upashna chand________________________

Date: _____20/07/24_________________

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 ICTICT608 - Project Portfolio

Section 4: Survey

Survey Survey Questions:

Document your survey 1. On a scale of 1 to 5, with 1 being strongly disagree and 5 being
here. strongly agree, how effectively did the proposal communicate
the projects goals and objectives?
Include at least five
questions that can easily be 2. Provide recommendations on enhancing the proposal depths of
answered to assist with information and comprehensiveness when outlining the project
clients completing the plan?
survey.
3. Do you believe the suggested project deadlines and schedules
Your questions should are reasonable and achievable? (Yes/No)
focus on how the proposal
4. Does the plan adequately address the potential risks and
can be improved.
challengers that may arise during the project? (Yes/No)
You should also attach your
5. Do you consider the proposed budget and cost projections
survey tool e.g. a
appropriate and justified based on the projects scope? (Yes/No)
screenshot, a link to the
survey. 6. Anything you would like to comment?

Attach: Survey tool or link ☐

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 ICTICT608 - Project Portfolio

Section 5: Progress Report

Progress Report Progress Report

Include a project progress The following feedback is based on the survey questions listed above.
report here.
The website development team is doing an amazing work, as the home
Include full details of the page was approved and the team is collecting the images and
project’s progress, issues information to fill the site. Everything is going according to schedule.
and solutions to deal with
Grow Management appointed several administrative assistants to
issues.
attend the training sessions for website maintenance. However, the
Also summarise the selected staffs claims that their actual workload with their regular tasks
feedback you received on is high enough, and adding the website maintenance to it would be too
your proposal. difficult to handle at this time.
Include the response to Regarding the managed email services project, the team report positive
your survey. progress and everything is going better than expected, because IT Biz
recently built a similar service to another consultancy firm, and the
previous experience has been highly valuable for this project. The team
expects that the managed email services will be done and running in
about two weeks.
The team received highly positive feedback from the customer,
expressing their satisfaction with the services received and the
opportune replies to all their enquiries. Also, they addressed the issue
related to their administrative assistants. They recognised that their
actual workload is higher than usual, due to the recent acquisition of
new customers to their organisation. Therefore, they suggested that IT
Biz should perform the website maintenance tasks for at least six
months, while they hire new administrative assistants that possess the
skills to perform the maintenance. As such, now we are going to update
the proposal and the service level agreement to include the additional
services and their cost.

Attach: Completed survey tool (by client) ☐

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 ICTICT608 - Project Portfolio

Section 6: Updated Proposal and Service Level

Agreement
Include an updated proposal and SLA here. Ensure you include a version number to show that this is an
updated version. Highlight changes you have made.
UPDATES ON PROPOSAL:

 Client Needs: Grow Management Consultants also required IT Biz Solutions to perform the
website maintance for a period of six months.

 Services offered: After several hours of training sessions, the customer decided that the staff
training for website maintenance was not efficient, so now we offer the website maintenance
service for a period of six months.

 Cost:
a. Staff training-$75 per hour (after 2 hours of training, the idea was abandoned, so only
those hours were charged) Total $150
b. Maintenance of email services-$2400 every six months. Thus $4800 per year.
c. The total cost of the proposed services is $ 17,550

UPDATES ON SERVICE LEVEL AGGREEMENT:

1.4 Services:

 Cost:

a. Staff training-$75 per hour (after 2 hours of training, the idea was abandoned, so only those
hours were charged) Total $150
b. Maintenance of email services-$2400 every six months. Thus $4800 per year.
c. The total cost of the proposed services is $ 17,550

1.7 Staff training:

Staffs are not able to grasp the knowledge on how to use the upgraded website thus there is a
need to employ new staff with qualifications in Web Design or Computer Skills.

Addition of another section:

1.12 Hardware suppliers:

The hardware supplier’s contract needs to be renewed every year. The suppliers need to supply
the hardware within 21 working days. If for some circumstances they are not able to supply the
hardware they are required to inform the client as soon as possible.

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 ICTICT608 - Project Portfolio

REFERENCES
1. Student Guide from ICTICT608

2. Simulation Pack from ICTICT608

3. Progressive legal - Indemnity Clause - What Does it Mean? | Progressive Legal

4. Info tech research group - Implement an IT Employee Development Plan | Info-Tech Research
Group (infotech.com)

5. Project manager - How to Write a Project Proposal (Examples & Template Included) -
ProjectManager

6. Muckle - What are the four elements of a legally binding contract? (muckle-llp.com)

7. Fitzroy Legal Service - Elements of a contract – Fitzroy Legal Service (fls.org.au)

8. Harvard Business School Online - 4 Steps of the Negotiation Process | HBS Online

9. Cliffsnotes - ICTICT608 Project Portfolio (docx) - CliffsNotes

10. Studocu - Ictict 608 - all solved answers - ICTICT Interact Interact with clients on a business
level student - Studocu

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