PR1.2 Identify resolution requirements for each scenario
PR1.2 Identify resolution requirements for each scenario
You must use the template provided below to complete this assessment activity:
Scenario 1
Investigate and diagnose potential troubleshooting
Identify resolution requirements for each scenario
Scenario 2
Investigate and diagnose potential troubleshooting
Identify resolution requirements for each scenario
You must also complete the following template to complete this part of the assessment activity successfully.
You must review the following documents to complete this assessment activity:
organisational documentation and support requirements
Scenario 1
Explain how you have determined cause and analysis of the problem in accordance with client documentation and support requirements? (50-100 words)
Note: The client documentation and support requirements are based on the information provided in the scenario.
Explain how you have reviewed organisational support and resolution documentation and identify the clients' point of contact? (50-100 words)
Note: The extract of organisational support and resolution documentation is mentioned below:
The client should be provided with timely advice
The advice should be based on the best practices in the industry
The guidance should follow client support principles (ethical, fair, transparent)
Only perform the responsibilities that are within your scope and role
Consider the user experience in everything we do
Committed to using accessible language
Be champions of good practice, proactively managing risks related to information technology
In our service provision and professional approach, providing access to our expertise and resources
Adopt a flexible operational approach and mind-set by anticipating and adapting positively to change
Develop a partnership approach to working, through close collaboration and integrated processes
Contribute to staff development, continuing to build capabilities and talents to delivery excellent service
Explained how you have reviewed the service level agreement (SLA) and determine action and escalation procedures? (50-100 words)
The service level agreement (SLA) contains the following information:
A service-level agreement (SLA) is a contract that establishes a set of deliverables that one party has agreed to provide another. This agreement can exist between a business and its customers, or one department that delivers a recurring service to another department within that business.
1. Summary of Agreement: providing quality ICT services to the clients.
2. Goals of Both Parties:
Follow roles and responsibilities mentioned within the assessment task.
3. Points of Contact
Trainer/assessor who is playing the role of your manager.
4. If Goals Are Not Met
Trainer/assessor will be required to reassess your performance.
5. Conditions of Cancellation
If any of the services can not be delivered to the expected level according to organisational support and resolution documentation
Explain how you have verified the client support and resolution requirements with relevant personnel with the client contact? (50-100 words)
Scenario 2
Explain how you have determined cause and analysis of the problem in accordance with client documentation and support requirements? (50-100 words)
Note: The client documentation and support requirements are based on the information provided in the scenario.
Explain how you have reviewed organisational support and resolution documentation and identify the clients' point of contact? (50-100 words)
Note: The extract of organisational support and resolution documentation is mentioned below:
The client should be provided with timely advice
The advice should be based on the best practices in the industry
The guidance should follow client support principles (ethical, fair, transparent)
Only perform the responsibilities that are within your scope and role
Consider the user experience in everything we do
Committed to using accessible language
Be champions of good practice, proactively managing risks related to information technology
In our service provision and professional approach, providing access to our expertise and resources
Adopt a flexible operational approach and mind-set by anticipating and adapting positively to change
Develop a partnership approach to working, through close collaboration and integrated processes
Contribute to staff development, continuing to build capabilities and talents to delivery excellent service
Explained how you have reviewed the service level agreement (SLA) and determine action and escalation procedures? (50-100 words)
The service level agreement (SLA) contains the following information:
A service-level agreement (SLA) is a contract that establishes a set of deliverables that one party has agreed to provide another. This agreement can exist between a business and its customers, or one department that delivers a recurring service to another department within that business.
1. Summary of Agreement: providing quality ICT services to the clients.
2. Goals of Both Parties:
Follow roles and responsibilities mentioned within the assessment task.
3. Points of Contact
Trainer/assessor who is playing the role of your manager.
4. If Goals Are Not Met
Trainer/assessor will be required to reassess your performance.
5. Conditions of Cancellation
If any of the services can not be delivered to the expected level according to organisational support and resolution documentation
Explain how you have verified the client support and resolution requirements with relevant personnel with the client contact? (50-100 words)
You must complete the attached template to demonstrate you have successfully completed this assessment activity.
Scenario 1
Client support and resolution requirements
How have you implemented the client support and resolution requirements and needs? (50-100 words)
Scenario 2
Client support and resolution requirements
How have you implemented the client support and resolution requirements and needs? (50-100 words)
You must complete the attached template to demonstrate you have successfully completed this assessment activity.
Scenario 1
Client support and resolution procedures
How have you identified and developed the client support and resolution procedures? (50-100 words)
Scenario 2
Client support and resolution procedures
How have you identified and developed the client support and resolution procedures? (50-100 words)
You must complete the attached template to demonstrate you have successfully completed this assessment activity.
Scenario 1
Communication with the required personnel
How have you maintained communication with the required personnel throughout support activity? (50-100 words)
Scenario 2
Communication with the required personnel
How have you maintained communication with the required personnel throughout support activity? (50-100 words)
You are required to conduct a meeting with the required personnel to gather support and seek feedback on the resolution services.
You must record all responses correctly to the template provided below.
Scenario 1
Services feedback template
What did work (According to the services provided) 50-100 words?
What did not work (According to the services provided) 50-100 words?
Determine improvements to future support services according to organisational requirements
Scenario 2
Services feedback template
What did work (According to the services provided) 50-100 words?
What did not work (According to the services provided) 50-100 words?
Determine improvements to future support services according to organisational requirements
You must complete the attached template to demonstrate you have successfully completed this assessment activity.
Scenario 1
Compliance with the client requirements
How have you documented support activities and resolution outcomes according to client requirements? (50-100 words)
Note: You may use the space provided below to documented support activities and resolution outcomes according to client requirements.
Scenario 2
Compliance with the client requirements
How have you documented support activities and resolution outcomes according to client requirements? (50-100 words)
Note: You may use the space provided below to documented support activities and resolution outcomes according to client requirements.
In this part of the assessment activity, you are required to submit documentation to required personnel and seek and respond to feedback
You must record all responses correctly to the template provided below.
Scenario 1
What feedback have you received from your trainer/assessor:
Scenario 2
What feedback have you received from your trainer/assessor:
Minutes of Meeting
Meeting Objective:
Attendees:
Venue:
Date:
No. Points Discussed Actions Suggested Target Date
Signature of attendee 1: Signature of attendee 2:
Signature of attendee 3: Signature of attendee 4:
In this part of the assessment activity, you are required to contact the client to determine satisfaction with support and resolution services provided
You must record all responses correctly to the template provided below.
Scenario 1
Is the client satisfied with the services provided?
Scenario 2
Is the client satisfied with the services provided?
Date/Time: Location: Chairperson: Meeting Attendees:
Full names and roles
Agenda Item/Topic Discussion/Outcomes Action Officer Due Date
Welcome (Agenda item 1)
Topic?
(Agenda item 2)
Topic?
(Agenda item 3)
Topic? Summary Overall Summary
Decision/s
Action/s if any
Next Meeting time/date Meeting closed at: Minutes are a true and accurate record of the meeting Approved/confirmed by whom?
In this part of the assessment activity, you are required to act on feedback as appropriate
You must record all responses correctly to the template provided below.
Scenario 1
How have you made changes and acted on the feedback received from your trainer/assessor:
Scenario 2
How have you made changes and acted on the feedback received from your trainer/assessor:
Assessment task environment
This assessment task will be completed in a simulated environment prepared by your training organisation.
The simulated environment will provide you with all the required resources (such as the equipment and participants, etc.) to complete the assessment task. The simulated environment is very much like a learning environment where a student is able to practice, use and operate relevant industrial equipment, techniques, practices under realistic workplace conditions.
Requirements for the simulated assessment environment
The trainer/assessor will ensure that the simulated assessment environment is sufficient to complete this assessment task.
The simulated environment consists of:
The training organisation as the workplace where the student will be required to complete their job-related tasks and activities.
The standard operating/workplace procedures related to the training organisationThe trainer/assessor will provide the student with assistance throughout the assessment activity.
The simulated environment must meet the following criteria:
Opportunities for the student to: Yes/No/NA
Follow standard operating/workplace procedures
Use up-to-date software and equipment
Work within stated timelines to meet deadlines
Gain experience in the challenges and complexities of dealing with multiple tasks
Experience prioritising competing tasks and dealing with contingencies
Simulated environment to work with others in a team
Simulated environment sufficient to communicate, contribute and participate in tasks and activities.
Simulated environment sufficient to work independently and manage workload
Resources, tools, and equipment requirements
The following resources, tools and equipment will be made available by the training organisation at the simulated workplace to complete this assessment task:
Workplace personnel/stakeholders to participate in the assessment activities
oPlease refer to the roles and responsibilities section for more information
special-purpose tools, equipment and materials required to provide client support services
industry-standard software packages
required organisations SLAs
organisations escalation procedure/s
organisations documentation processes and style guides.
Simulated assessment scenario
You are required to demonstrate skills and knowledge to liaise and support clients to manage and resolve problems in an Information and Communications Technology (ICT) environment. You are required to read and understand a predetermined issue and/or situation and participate in a number of assessment activities.
The following are the goals and objectives to complete this assessment task:
Determine and review client support and resolution requirements
Diagnose potential troubleshooting and identify resolution requirements
Determine cause and analysis of the problem in accordance with client documentation and support requirements
Review organisational support and resolution documentation and identify the clients' point of contact
Review service level agreement (SLA) and determine action and escalation procedures
Verify the client support and resolution requirements with relevant personnel with the client contact
Develop and implement client support and resolution requirements
Develop the required process required for client support and resolution requirements
Implement the process required for client support and resolution requirements
Maintain communication with required personnel throughout support activity
Document support activities and resolution outcomes according to client requirements
Evaluate client support and resolution requirements
Gather support and resolution services feedback from required personnel
Determine improvements to future support services according to organisational requirements
Submit documentation to required personnel and seek and respond to feedback
Contact client to determine satisfaction with support and resolution services provided
A supervisor will be assigned to you by your training organisation. The supervisor can answer your questions related to understanding the requirements associated with the assessment task. The supervisor will act according to job role and responsibilities.
The supervisor can be your trainer or assessor or a different trainer or assessor or a staff member (including mentors) from the training organisation.
Roles and responsibilities
As part of your job role, you have the following job responsibilities:
Interprets, analyses and documents numerical and technical system data
Obtains information and feedback by effectively listening and questioning using concise language
Analyses textual information and data to determine client support
Prepares required documentation detailing task requirements, activities performed and their outcomes using appropriate language
Uses a variety of relevant communication tools and strategies in building and maintaining effective working relationships
Accepts responsibility for planning and sequencing complex tasks and workload, negotiating key aspects with others, including required capabilities, efficiencies and effectiveness
Addresses complex problems involving multiple variables, using formal analytical, lateral thinking techniques experience and knowledge to focus in on root causes
Reviews the organisations' policies, procedures and adherence to legislative requirements in order to implement and manage change
Takes full responsibility for identifying and considering relevant organisational protocols and requirements
Task requirements
The information related to the activities are provided within the assessment activities.
Workplace Environment
Assessment task instructions
The purpose of this assessment task is to liaise and support clients to manage and resolve problems in an Information and Communications Technology (ICT) environment.
In this assessment task, you will be required to work in a team with nominated team members. The team members can be your colleagues or RTO appointed employees for you to complete this assessment task. You will find more information regarding the team members and your role in the assessment task.
The training organisation must ensure that the workplace assessment environment is in accordance with the requirements specified.
The student will take on the nominated role to complete all the required activities.
The training organisation will assign a supervisor to the student.
The trainer/assessor can also act as a supervisor to the student as well.
The workplace will provide the resources required to complete the assessment task.
The student must use the templates provided to document their responses.
The student must follow the word-limits specified in the templates.
The trainer/assessor must assess the student using the performance checklist provided.
Workplace requirements
Assessment task environment
This assessment task will be completed in your workplace.
The requirements for the workplace environment
The assessment task can be completed in the workplace if the student is currently working or has access to a workplace meeting the assessment criteria.
The workplace must meet the following criteria:
Opportunities for students to: Yes/No/NA
Follow standard operating/workplace procedures
Use up-to-date software and equipment
Work within stated timelines to meet deadlines
Gain experience in the challenges and complexities of dealing with multiple tasks
Experience prioritising competing tasks and dealing with contingencies
Workplace environment to work with others in a team
Workplace environment to sufficient to communicate, contribute and participate in tasks and activities.
Workplace sufficient to work independently and manage workload
Resources, tools, and equipment requirements
The following resources, tools and equipment must be available at the workplace to complete this assessment task:
Workplace personnel/stakeholders to participate in the assessment activities
oPlease refer to the roles and responsibilities section for more information
special-purpose tools, equipment and materials required to provide client support services
industry-standard software packages
required organisations SLAs
organisations escalation procedure/s
organisations documentation processes and style guides.
Workplace scenario
You are required to demonstrate skills and knowledge to liaise and support clients to manage and resolve problems in an Information and Communications Technology (ICT) environment. You are required to read and understand a predetermined issue and/or situation and participate in a number of assessment activities.
The following are the goals and objectives to complete this assessment task:
Determine and review client support and resolution requirements
Diagnose potential troubleshooting and identify resolution requirements
Determine cause and analysis of the problem in accordance with client documentation and support requirements
Review organisational support and resolution documentation and identify the clients' point of contact
Review service level agreement (SLA) and determine action and escalation procedures
Verify the client support and resolution requirements with relevant personnel with the client contact
Develop and implement client support and resolution requirements
Develop the required process required for client support and resolution requirements
Implement the process required for client support and resolution requirements
Maintain communication with required personnel throughout support activity
Document support activities and resolution outcomes according to client requirements
Evaluate client support and resolution requirements
Gather support and resolution services feedback from required personnel
Determine improvements to future support services according to organisational requirements
Submit documentation to required personnel and seek and respond to feedback
Contact client to determine satisfaction with support and resolution services provided
A supervisor will be assigned to you by your training organisation. The supervisor can answer your questions related to understanding the requirements associated with the assessment task. The supervisor will act according to job role and responsibilities.
The supervisor can be your trainer or assessor or a different trainer or assessor or a staff member (including mentors) from the training organisation.
Roles and responsibilities
As part of your job role, you have the following job responsibilities:
Interprets, analyses and documents numerical and technical system data
Obtains information and feedback by effectively listening and questioning using concise language
Analyses textual information and data to determine client support
Prepares required documentation detailing task requirements, activities performed and their outcomes using appropriate language
Uses a variety of relevant communication tools and strategies in building and maintaining effective working relationships
Accepts responsibility for planning and sequencing complex tasks and workload, negotiating key aspects with others, including required capabilities, efficiencies and effectiveness
Addresses complex problems involving multiple variables, using formal analytical, lateral thinking techniques experience and knowledge to focus in on root causes
Reviews the organisations' policies, procedures and adherence to legislative requirements in order to implement and manage change
Takes full responsibility for identifying and considering relevant organisational protocols and requirements
Task requirements
The information related to the activities are provided within the assessment activities.
Scenario:
You are required to complete the following assessment activities in this assessment task:
Determine, plan and review client support and resolution requirements
Develop and implement client support and resolution requirements
undertake support and resolution services, including:
identifying support requirements and procedures
liaising with client contact to determine task alignment
documenting support provided
Evaluate client support and resolution requirements
liaising with the client to obtain feedback
act on feedback as appropriate
Resources required to complete this assessment task:
Your trainer/assessor will play the organisational representative role.
A site where industry-specific technologies may be used
special-purpose tools, equipment and materials required to provide client support services
industry-standard software packages
required organisations SLAs
organisations escalation procedure/s
organisations documentation processes and style guides
You must read and understand the provided scenarios and relevant information below to complete this assessment task.
Scenario- 1Design Excellence is a small interior design business that provides consultancy and installation services specialising in kitchen and bathroom designs within the greater Sydney region. They provide these services to both individual clients and a number of architectural firms who sub-contract projects for their clients. They have been in operation for 12 years and have worked extensively on a wide range of contracts.
They currently promote their services via their website and social media channels included Facebook, Twitter, and Instagram. They also advertise in selected design magazines and on selected radio stations.
Design Excellence works with a large number of other businesses and trade sub-contractors when undertaking installation work. This includes ordering bathroom and kitchen products, as well as installation and fitting of kitchens and bathrooms.
The organisational chart of Design Excellence is provided below:
Recently Design Excellence work premises were extensively damaged in a large fire that started in a neighbouring business. As a result of this, the entire contents of the building, including its entire network was destroyed, and insurance costs are currently being assessed. While some business data was lost, most of it can be recovered as the business houses backup facilities offsite.
Because of the recent disaster, and the delays in rebuilding the old premises, Design Excellence has found a newly refurbished premise in the surrounding area. It will be moving to these premises in the near future. The premises have already been pre-cabled with Category 6 Ethernet cable. As this is the case, the hardware components need to be determined and purchased, along with any software requirements to configure and manage the network, and to allow employees to complete their normal work tasks.
You work as the IT Manager for Design Excellence. You have been tasked by Terry Jackson, who is the Managing Director, to implement a network in the new premises, so that the business can become operational as soon as possible.
You have pulled some of the organisations' data out of the backed-up business files. This includes the following list of the old network components that were used before the fire:
A domain server running Windows Server 2012 R2 Standard
Client desktop computers running Windows 7 Professional
A router which acted as the gateway/firewall for the network
Two 24 port switches to direct network communications
A Network Attached Storage (NAS) that stored the business files
Two network printers
An Uninterrupted Power Supply (UPS)
And a network diagram of how these components fit together:
The employees previously used the following software applications on the network:
Microsoft Office 2013 suite
Microsoft Project 2013 for management of projects
Reckon One for payroll and financial requirements
Salesforce CRM software for client management
Adobe Reader
Adobe suite for graphic designer requirements
NetBeans IDE for web developer
Autodesk AutoCAD for interior designers
Samanage for IT asset management and IT helpdesk support
While the website, the social media accounts, Intranet files, and most of the business internal work files were backed up and can be restored, most of the applications used by the employees and their associated files have been lost. As such, identification of whether this software is still appropriate or whether it can be changed should be an important priority for the project.
A summary of the main business processes includes:
Designing kitchens and bathrooms for clients
Purchasing supplies which are used in the kitchen and bathroom designs
Organising installation of kitchen and bathrooms including sub-contractors
Normal business operations in relation to sales, marketing, HR, finance, and administration.
A portion of the organisations Business Plan is provided below:
Mission: to provide design and installation of quality kitchens and bathrooms that exceed customer expectations.
Vision: to become Australias best kitchen and bathroom designers.
Objectives: the current objectives are listed as follows:
To deliver first-class kitchens and bathrooms
To provide customer service excellence beyond expectations
To be a sustainable business
Your task for this assessment is to determine the requirements for the new network so that business operations can be implemented to meet the needs of the business. This should include not only the hardware requirements but also the software requirements.
Design Excellence has Project Management policies and procedures that outline the organisational standards expected for gathering requirements, planning the project through to implementation and completion. A portion of the project management work procedure for gathering and analysing requirements is provided below:
Undertaking an interview and analysing the responses
When undertaking a stakeholder interview, the facilitator should develop an Interview Agenda using the organisational template. This should be distributed to the invitees prior to the interview time and be used by the facilitator to conduct the interview.
During the interview, the facilitator should take notes of the responses and then analyse these using the Interview Question Analysis Document organisational template.
Undertaking a survey and analysing the responses
When developing a survey, the facilitator should develop it using the Requirements Survey organisational template and then distribute the survey to these stakeholders who will be completing it. Once the survey takers have completed the survey, they are to return it to the facilitator who should use the Survey Analysis Document to analyse the survey responses.
Scenario- 2
A1 support services is a famous ICT support service in Australia.
You are an ICT help desk technician to provide level 2 support. As part of your job role, you are required to assist clients over a telephone line. Your work involved you to provide assistance to clients based upon your job-requirements mentioned in the level 2 support technician profile.
Your client has notified you about the following issues:
Fix windows 10 configuration issues
Install the Linux operating system on a workstation
Repair the windows server 2016 installation and
Provide solutions for network infrastructure.
The level 2 support technician profile
The profile state the following:
Level 2 generally handles break/fix, configuration issues, troubleshooting, software installations, hardware repair (including in-house repair or coordinating depot services).
Review all frequently asked questions and database to find the best possible solutions for your client
Level 2 staff handle escalated issues that Level 1 support is not equipped to handle.
Level 2 will sometimes escalate to Level 3, depending on the issue and the way the Help Desk operates.
You are required to:
Only solve known issues and escalate new issues to level 3; or
Be authorised to research and implement fixes for new issues and only escalate to Level 3 if it is out of their skill set or ability to solve.
The Level 3 support technician profile state the following:
Troubleshooting, configuration, database administration, and repair for server, network, infrastructure, Data Center, email, file shares, and other infrastructure issues.
Besides always having the ability to deploy solutions to new problems, a Level 3 tech usually has the most expertise in the organisation and is the go-to person for solving difficult issues.
The organisational requirements for help desk technicians state that:
You must be professional in your conduct and behaviour
Ensure you identify and rectify the problems in a timely fashion
Your work only on the known areas or research and implement fixes for new issues Level of support indicates a specific extent of technical assistance in the total range of assistance that is provided by an information technology product (such as a software product) to its customers. Each company decides how to organise its total technical support into levels and what to name them.under your scope of work
You must ensure that the work is completed within the legislative and regulatory framework.
All issues outside your scope of work must be reported to level 3 technicians
All breaches must be reported to the workplace supervisor or manager.
The database and frequently asked questions include the following:
Q1: What is your scope of work?
Answer: The Scope of Work (SOW) is the area in an agreement where the work to be performed is described. The SOW should contain any milestones, reports, deliverables, and end products that are expected to be provided by the performing party. The SOW should also contain a timeline for all deliverables. Your scope of work is to provide help desk support of level 2 technician and escalating all other issues outside your scope to level 3 technicians.
Q2: What do you understand by the level of support?
Answer: Level of support indicates a specific extent of technical assistance in the total range of assistance that is provided by an information technology product (such as a software product) to its customers. Each company decides how to organise its total technical support into levels and what to name them.
Q3: Where is the computer configuration in Windows 10 according to vendor specifications?
Answer: Or you can go to settings -> System -> about, to know similar things. In this settings page, you'll find the exact version of Windows 10 and build number. You can also see the system type, processor, and memory installed on your system.
Q4: What is computer configuration details?
Answer: In communications or computer systems, a configuration of a system refers to the arrangement of each of its functional units, according to their nature, the number and chief characteristics. Often, configuration pertains to the choice of hardware, software, firmware, and documentation.
Q5: How do I download and install Linux OS using a USB stick?
Answer: Installing Linux using a USB stick
Step 1) Download the .iso or the OS files on your computer
Step 2) Download free software like 'Universal USB installer to make a bootable USB stick.
Step 3) Select an Ubuntu Distribution form the dropdown to put on your USB
Select your Ubuntu iso file download in step 1.
Select the drive letter of USB to install Ubuntu and Press create button.
Step 4) Click YES to Install Ubuntu in USB.
Step 5) After everything has been installed and configured, a small window will appear, Congratulations! You now have Ubuntu on a USB stick, bootable and ready to go.
Priority chart for scenario 1 and 2
Priority 1 Critical Major system or component failure with high business impact.
Priority 2 High Issue with business impact that affects multiple users.
Priority 3 Medium Elevated issue that (1) impacts the business and affects multiple users or (2) impacts a single user in a business critical role (also the default priority level assigned to VIP tickets).
Priority 4 Standard General service request matters.
Priority 5 Low General enquiries or non-urgent/low impact service requests.
Priority 6 Scheduled Assigned to tickets where work has been scheduled.
Equipment and resources required to complete this assessment task
You will require access to the following equipment and resources to complete this task:
Computer
Internet
Operating systems
Software license records sheet
Special-purpose tools, equipment and materials
Industry software packages
Sites with a representative range of current industry-standard hardware, software and diagnostic tools
Organisational guidelines
technical records and documentation
organisational backup and restore procedures
organisational security guidelines
vendor documentation
These resources will be provided by your training organisation.
Other roles and responsibilities
Organisational representative/ Senior Manager:
Assist with escalated matters and inquiries
Organise and arrange resources
Support with any technical questions and queries
Roles and responsibilities of help desk advisor:
Assist in understanding the requirements
Provide support in assisting the client inquiries
Clients
The role of the client is to participate in the discussion and ask questions related to:
oThe matter
oAssistance required
oTimeframe
oCost
oItems related to services offered
oSigning off process
oReview and evaluation processes
Activity 1:Determine, plan and review client support and resolution requirements
In this assessment activity, you are required to determine, plan and review client support and resolution requirements.
To complete this assessment task, you must participate in two meetings (one meeting for each scenario) to consult with stakeholders to understand the assessment requirements and collect all the necessary information to complete your assessment activities.
Meeting objectives:
Understand the assessment task requirements
Understand your role and responsibilities
Understand the role and responsibilities of other team members
Understand the organisational requirements and guidelines in which meeting should occur
Understand the topics to be discussed
Understand any other requirements and guidelines applicable to complete the assessment task
The meeting should cover all aspects of performance criteria to complete the assessment task successfully
Before the meeting, you are required to prepare a meeting agenda using the template provided.
When conducting the meeting, you are required to:
Greet the team members.
Discuss the following:
oCompliance of diversity policy with the legislative requirements
oApplication of diversity policy.
oAssessment of the currency of diversity policy
oAssessment of the efficacy of diversity policy
oSuggested improvements
Ensure the understanding of the team members.
Gather feedback from the team members on the diversity policy
oUse listening and questioning to elicit the views of others and to clarify or confirm understanding
Discuss the roles and responsibilities of the team members.
Discuss the implementation plan for the revised diversity policy. Discuss the following:
oKey result area
oObjectives
oActions/training needs
oResponsibility
oTimeframe
oSuccess measures
Gain approval for the implementation plan
The team member will:
Clarify their doubts of the team members
Provide feedback on the improvements required
After the meeting, you are then required to:
Prepare the meeting minutes template.
Prepare a revised diversity policy using the template provided.
Prepare an implementation plan using the template provided.
Part 1: Diagnose potential troubleshooting and identify resolution requirements
You must diagnose potential troubleshooting and identify resolution requirements for each of the scenarios.
PR1.1 Investigate and diagnose potential troubleshooting for each scenario
PR1.2 Identify resolution requirements for each scenario
You must use the template provided below to complete this assessment activity:
Part 2:
Determine cause and analysis of the problem in accordance with client documentation and support requirements
You must also complete the following template to complete this part of the assessment activity successfully.
You must review the following documents to complete this assessment activity:
organisational documentation and support requirements
Activity 2:Develop and implement client support and resolution requirements
This part is a continuation of the previous activity. In this part, you are required to develop and implement client support and resolution requirements.
You will be required to demonstrate your skills and knowledge to:
Develop the required process required for client support and resolution requirements
Implement the process required for client support and resolution requirements
Maintain communication with required personnel throughout support activity
Document support activities and resolution outcomes according to client requirements
Fellow students or nominated workplace personnel will play the stakeholders roles.
Each student will swap the roles and get the chance to perform all the roles. Students will be assessed individually for their participation in this assessment task.
You must be able to demonstrate to your trainer and assessor that you have addressed each of the criteria mentioned above successfully.
Part 1: Develop the required process required for client support and resolution requirements
This part is a continuation of previous assessment activity. You are required to develop the required process needed for client support and resolution requirements
You must complete the attached template to demonstrate you have successfully completed this assessment activity.
Part 2: Implement process required for client support and resolution requirements
This part is a continuation of the previous assessment activity. You are required to implement the process required for client support and resolution requirements.
You must complete the attached template to demonstrate you have successfully completed this assessment activity.
Part 3: Maintain communication with required personnel throughout support activity
This part is a continuation of the previous assessment activity. You are required to provide evidence of how you have maintained communication with required personnel throughout support activity.
You must complete the attached template to demonstrate you have successfully completed this assessment activity.
Part 4: Document support activities and resolution outcomes according to client requirements
This part is a continuation of the previous assessment activity. You are required to provide evidence of how you have documented support activities and resolution outcomes according to client requirements.
You must complete the attached template to demonstrate you have successfully completed this assessment activity.
Activity 3:Evaluate client support and resolution requirements
In continuation to the previous assessment activity, in this part, you will be assessed on the following main criteria:
Gather support and resolution services feedback from required personnel and determine improvements to future support services according to organisational requirements
Submit documentation to required personnel and seek and respond to feedback
Act on feedback as appropriate
Contact client to determine satisfaction with support and resolution services provided
Part 1: Gather support and resolution services feedback from required personnel and determine improvements to future support services according to organisational requirements
You are required to conduct a meeting with the required personnel to gather support and seek feedback on the resolution services.
You must record all responses correctly to the template provided below.
Part 2: Submit documentation to required personnel and seek and respond to feedback
In this part of the assessment activity, you are required to submit documentation to required personnel and seek and respond to feedback
You must record all responses correctly to the template provided below.
Part 3: Act on feedback as appropriate
In this part of the assessment activity, you are required to act on feedback as appropriate
You must record all responses correctly to the template provided below.
Part 4: Contact client to determine satisfaction with support and resolution services provided
In this part of the assessment activity, you are required to contact the client to determine satisfaction with support and resolution services provided
You must record all responses correctly to the template provided
