ICTSAS502 — Establish and maintain client user liaison

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What an assessment for ICTSAS502 must cover

32 assessable components: 3 elements (12 performance criteria), 5 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 Determine support areas

1.1Identify and record information communications technology used in the organisational unit
1.2Identify stakeholders of the system
1.3Identify organisational structure, culture and politics related to support requirements
1.4Determine the level of support required by each organisational unit

2 Develop support procedures

2.1Contact organisational units as required to verify support needs
2.2Establish procedures for providing required support, including method of contact, frequency of meetings and reporting
2.3Document agreed procedures or service level agreement (SLA)

3 Assign support personnel

3.1Identify ICT skills required to assist each organisational unit with support activities
3.2Assign personnel according to human resource processes
3.3Verify availability of selected personnel
3.4Provide support using agreed procedures
3.5Obtain feedback from appropriate persons on a regular basis

Performance evidence

establish and maintain client liaison
establish and document procedures for providing required support
identify information and communications technology (ICT) skill requirements
assign appropriate support personnel.
Note: Evidence must be provided in at least TWO ICT environments.

Knowledge evidence

specify adequate response times for providing services
analyse the role of stakeholders in the organisation, and their level of dependence on ICT infrastructure
explain the capabilities of a range of ICT devices
research and evaluate current industry accepted hardware and software products
identify and describe equipment that is vital in supplying business critical services, including: - internet file transaction security for client accounts - web server for e-business
describe in detail the areas related to the organisation’s services and the ICT system functionality required to supply the essential and desirable services to the organisation
describe the quality assurance practices relating to the supplied service and service level agreements (SLAs)
analyse the role of ICT in the client’s business domain
identify and describe server types to provide: - application - backup - email - firewall - proxy - web.

Foundation skills

Reading: Comprehends textual information and numerical data to determine and adhere to required actions
Writing: Records key information in the required format and layout, and develops material to a specific audience using clear and detailed language to convey explicit information, requirements and recommendations
Oral Communication: Uses appropriate language, tone and pace to interact effectively with others, and listening and questioning techniques to obtain feedback relevant to the task
Navigate the world of work: Takes full responsibility for following policies, procedures and legislative requirements, and identifies organisational implications of new legislation or regulation Seeks to improve policies and procedures to better meet organisational goals
Interact with others: Implements strategies for a diverse range of colleagues and clients to build rapport and foster strong relationships Influences and fosters a collaborative culture, and facilitates a sense of commitment and workplace cohesion
Get the work done: Plans strategic priorities and outcomes within a flexible, efficient and effective context in a diverse environment exposed to competing demands Gathers and analyses data and seeks feedback to improve plans and processes Addresses complex problems involving multiple variables, using formal analytical, lateral thinking techniques, experience and knowledge to focus in on the root cause

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 ICTSAS502

What does an assessment tool for ICTSAS502 need to cover?

To satisfy the Principles of Assessment and Rules of Evidence, an assessment for ICTSAS502 needs to address all 32 unit components: 3 elements with 12 performance criteria, 5 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 ICTSAS502?

Auditori pulls the current release of ICTSAS502 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 ICTSAS502 — with no card and no subscription required. After that it's pay-as-you-go per unit.

Can I check my existing ICTSAS502 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 ICTSAS502, showing exactly what's covered and what's missing. Mapping costs a quarter of a credit.

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