ICTICT440 — Develop service level agreements

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What an assessment for ICTICT440 must cover

32 assessable components: 4 elements (14 performance criteria), 3 performance evidence and 9 knowledge evidence requirements, plus 6 foundation skills. An audit-defensible tool maps every question and task back to these — that mapping is the coverage matrix Auditori generates alongside the assessment.

Elements & performance criteria

1 Prepare for development of service level agreements (SLAs)

1.1Determine organisational service standards, values and culture
1.2Identify and categorise goods and service offerings provided by the organisation
1.3Identify and determine existing SLAs

2 Develop SLA for consultation

2.1Identify service needs and service level according to organisational requirements
2.2Identify any other SLA requirements
2.3Develop and document draft SLA according to organisational policies, procedures and guidelines

3 Negotiate client support service

3.1Seek and respond to draft SLA feedback from required personnel
3.2Present proposed cost and timeframes and respond to feedback from required personnel
3.3Negotiate terms of proposed SLA and respond to feedback from required personnel
3.4Document and lodge SLA agreement according to organisational policies and procedures

4 Adjust and finalise SLA procedures

4.1Determine compatibility of SLA to organisational requirements, policies and procedures
4.2Seek and respond to SLA compatibility feedback from required personnel
4.3Determine and implement any adjustments to organisational support according to organisational requirements
4.4Document any changes to SLA and lodge document according to organisational policies and procedures

Performance evidence

identify agreement needs, develop and implement at least one Service Level Agreement (SLA).
negotiate client requirements for support service within quality, time, target performance and cost parameters
evaluate and document finalised process according to organisational procedures.

Knowledge evidence

industry standard business practices, including:
change management
information gathering techniques
planning process, including development of Information and Communications Technology (ICT) business solutions
the process for the preparation of reports
applicable features and vendor product directions of industry standard hardware and software products required when developing service level agreements
legal principles of commercial contracts and service level agreements
applicable organisational policies, plans and procedures including contracting
concepts relating to negotiation and business relationships.

Foundation skills

Oral communication: Uses listening and questioning techniques to elicit client requirements, organisational information and obtain feedback Presents information and negotiates SLAs using reflective responses
Reading: Identifies and evaluates complex business documentation in a variety of formats containing technical terminology and financial information Identifies organisational standards, SLA requirements and client feedback from technically written, complex documentation
Writing: Uses plain English, spelling, applicable grammatical structures and terminology, numerical and financial information Uses required formatting and document structure applicable to job role and organisation to develop SLAs
Teamwork: Identifies requirements of important communication exchanges, selecting applicable channels, format, tone and content according to purpose and audience
Planning and organising: Develops plans and manages relatively complex tasks with an awareness of how they may contribute to longer term operational and strategic goals
Self-management: Responds to both explicit and implicit protocols within familiar work contexts Manages outcomes of routine decisions directly applicable to own role

Unit content sourced from training.gov.au — © Commonwealth of Australia, licensed under CC BY 4.0. Auditori is not affiliated with the Department of Employment and Workplace Relations.

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Questions about assessing ICTICT440

What does an assessment tool for ICTICT440 need to cover?

To satisfy the Principles of Assessment and Rules of Evidence, an assessment for ICTICT440 needs to address all 32 unit components: 4 elements with 14 performance criteria, 3 performance evidence requirements, 9 knowledge evidence requirements, and the foundation skills. A coverage matrix mapping each question and task to these components is what an auditor looks for.

How does Auditori generate an assessment tool for ICTICT440?

Auditori pulls the current release of ICTICT440 from training.gov.au and generates a complete package: candidate assessment, assessor guide with model answers and observation criteria, and a coverage matrix mapping every component. A suitably qualified person then reviews and approves the draft in a built-in workflow — consistent with ASQA's guidance on AI use in VET — before export as branded PDF and editable Word.

Is the first assessment tool really free?

Yes. Every new account includes one free credit — enough to generate the complete assessment tool for ICTICT440 — with no card and no subscription required. After that it's pay-as-you-go per unit.

Can I check my existing ICTICT440 assessment instead of generating a new one?

Yes — upload your existing assessment or learner guide and Auditori maps it against every element, performance criterion, PE and KE of ICTICT440, showing exactly what's covered and what's missing. Mapping costs a quarter of a credit.

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