Australian Harbour International College

RTO ID: 41338 CRICOS Provider Code: 03449J

ABN: 74 603 036 102
T: 02 9268 0085
E: admissions@ahic.edu.au
W: www.ahic.edu.au
A: Level 4, 114-120 Castlereagh Street
Sydney NSW 2000 Australia

Assessment Details
Qualification Code/Title ICT50220 Diploma of Information Technology
Assessment Type Assessment -01 (Written Questions) Time allowed 2 weeks
Due Date 28/04/2024 Location AHIC Term / Year 2nd/2024

Student Details
Student Name Birendra Thapa Student ID AHI3000645

Student Declaration: I declare that the work submitted is Signature: ___Birendra_______

my own and has not been copied or plagiarised from any Date: __26__/_04__/_2024__
person or source.

Assessor Details
Assessor’s Name Subrata Saha
RESULTS (Please
SATISFACTORY NOT SATISFACTORY
Circle)

Feedback to student:

Student Declaration: I declare that I have been Assessor Declaration: I declare that I have conducted a fair,
assessed in this unit, and I have been advised of my valid, reliable, and flexible assessment with this student, and I
result. I am also aware of my appeal rights. have provided appropriate feedback.

Signature Signature
Birendra
Date 26-02-2024 Date

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RTO ID: 41338 CRICOS Provider Code: 03449J
ABN: 74 603 036 102
T: 02 9268 0085
E: admissions@ahic.edu.au
W: www.ahic.edu.au
A: Level 4, 114-120 Castlereagh Street
Sydney NSW 2000 Australia

Instructions to the Candidates

 This assessment is to be completed according to the instructions given below in this document.
 Should you not answer the tasks correctly, you will be given feedback on the results and gaps in knowledge.
You will be entitled to one (1) resubmit in showing your competence with this unit.
 If you are not sure about any aspect of this assessment, please ask for clarification from your assessor.
 Please refer to the College re-submission and re-sit policy for more information.
 If you have questions and other concerns that may affect your performance in the Assessment, please
inform the assessor immediately.
 Please read the Tasks carefully then complete all Tasks.
 To be deemed competent for this unit you must achieve a satisfactory result with tasks of this Assessment
along with a satisfactory result for another Assessment.
 This is an Open book assessment which you will do in your own time but complete in the time designated by
your assessor. Remember, that it must be your own work and if you use other sources then you must
reference these appropriately.
 Resources required completing the assessment tasks are Learner guide, PowerPoint presentation, Unit
Assessment Pack (UAP), Access to other learning materials such as textbooks, Access to a computer, the
Internet and word-processing system such as MS Word.
 Submitted document must follow the given criteria. Font must be Times New Roman; Font size need to be
12 and line spacing must be Single line.

 Once you have completed the assessment, please upload the softcopy of the Assessment into AHIC Moodle.
 Plagiarism is copying someone else’s work and submitting it as your own. Any Plagiarism will result in a mark
of Zero.

Reasonable adjustments

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RTO ID: 41338 CRICOS Provider Code: 03449J
ABN: 74 603 036 102
T: 02 9268 0085
E: admissions@ahic.edu.au
W: www.ahic.edu.au
A: Level 4, 114-120 Castlereagh Street
Sydney NSW 2000 Australia

• Students with carer responsibilities, cultural or religious obligations, English as an

additional language, disability etc. can request for reasonable adjustments.
• Please note, academic standards of the unit/course will not be lowered to
accommodate the needs of any student, but there is a requirement to be flexible
about the way in which it is delivered or assessed.
• The Disability Standards for Education requires institutions to take reasonable steps
to enable the student with a disability to participate in education on the same basis as
a student without a disability.
• Trainer/Assessor must complete the section below “Reasonable Adjustment
Strategies Matrix” to ensure the explanation and correct strategy have been recorded
and implemented if applicable.
• Trainer/Assessor must notify the administration/compliance and quality assurance
department for any reasonable adjustments made.
• All evidence and supplementary documentation must be submitted with the
assessment pack to the administration/compliance and quality assurance
department.

Reasonable Adjustment Strategies Matrix (Trainer/Assessor to complete)

Category Possible Reasonable Adjustment Strategy
Issue (select as applicable)
 LLN  Speaking  Verbal assessment
 Reading  Presentations
 Writing  Demonstration of a skill
 Confidence  Use of diagrams
 Use of supporting documents such as wordlists
 Non-English-  Speaking  Discuss with the student and supervisor (if applicable)
Speaking  Reading whether language, literacy and numeracy are likely to
Background  Writing impact on the assessment process.
Cultural  Use methods that do not require a higher level of
background language or literacy than is required to perform the job
 Confidence role.
 Use short sentences that do not contain large amounts
of information.
 Clarify information by rephrasing, confirm
understanding.
 Read any printed information to the student.
 Use graphics, pictures, and colour coding instead of,
or to support, text.
 Offer to write down, or have someone else write, oral
responses given by the student.
Ensure that the time available to complete the assessment,

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RTO ID: 41338 CRICOS Provider Code: 03449J
ABN: 74 603 036 102
T: 02 9268 0085
E: admissions@ahic.edu.au
W: www.ahic.edu.au
A: Level 4, 114-120 Castlereagh Street
Sydney NSW 2000 Australia

while meeting enterprise requirements, takes account of

the student’s needs
 Indigenous  Knowledge  Culturally appropriate training
and Explore understanding of concepts and practical application
understanding through oral assessment.
 Flexibility Flexible delivery
 Services Using group rather than individual assessments
 Assessment through completion of practical tasks in the field
Inappropriate after demonstration of skills and knowledge.
training and
assessment
 Age  Educational  Make sure font size is not too small.
background Trainer/Assessor should refer to the student’s experience.
 LimitedEnsure that the time available to complete the assessment
study skills takes account of the student’s needs.
Provision of information or course materials in accessible
format.
Changes in teaching practices, e.g. wearing an FM
microphone to enable a student to hear lectures.
Supply of specialised equipment or services, e.g. a note-
taker for a student who cannot write.
Changes in lecture schedules and arrangements, e.g.
relocating classes to an accessible venue.
Changes to course design, e.g. substituting an assessment
task.
Modifications to physical environment, e.g. installing lever
taps, building ramps, installing a lift
 Educational  Reading  Discuss with the Student previous learning
background  Writing experience.
 Numeracy Ensure learning and assessment methods meet the
 Limited student’s individual need
study skills
and/or learning
strategies
 Disability  Speaking  Identify the issues.
 Reading  Create a climate of support.
 Writing  Ensure access to support that the student has agreed
 Numeracy to.
 Limited  Appropriately structure the assessment
study skillsProvide information or course materials in accessible format,
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RTO ID: 41338 CRICOS Provider Code: 03449J
ABN: 74 603 036 102
T: 02 9268 0085
E: admissions@ahic.edu.au
W: www.ahic.edu.au
A: Level 4, 114-120 Castlereagh Street
Sydney NSW 2000 Australia

and/or learning e.g. a textbook in braille

strategies Changes in teaching practices, e.g. wearing an FM
microphone to enable a student to hear lectures.
Supply of specialised equipment or services, e.g. a note-
taker for a student who cannot write.
Changes in lecture schedules and arrangements, e.g.
relocating classes to an accessible venue.
Changes to course design, e.g. substituting an assessment
task.
 Modifications to physical environment, e.g. installing
lever taps, building ramps, installing a lift.

Explanation of reasonable adjustments strategy used (If required)

What if you disagree on the assessment outcome?

You can appeal against a decision made regarding your assessment. An appeal should
only be made if you have been assessed as ‘Not Yet Competent’ against a specific unit and
you feel you have sufficient grounds to believe that you are entitled to be assessed as
competent. You must be able to adequately demonstrate that you have the skills and
experience to be able to meet the requirements of units you are appealing the assessment
of.
Your trainer will outline the appeals process, which is available to the student. You can
request a form to make an appeal and submit it to your trainer, the course coordinator, or the
administration officer. The AHIC will examine the appeal and you will be advised of the
outcome within 14 days. Any additional information you wish to provide may be attached to
the appeal form.

Academic Integrity:
Academic Integrity is about the honest presentation of your academic work. It means
acknowledging the work of others while developing your own insights, knowledge and ideas.
As a student, you are required to:
• Undertake studies and research responsibly and with honesty and integrity
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RTO ID: 41338 CRICOS Provider Code: 03449J
ABN: 74 603 036 102
T: 02 9268 0085
E: admissions@ahic.edu.au
W: www.ahic.edu.au
A: Level 4, 114-120 Castlereagh Street
Sydney NSW 2000 Australia

• Ensure that academic work is in no way falsified

• Seek permission to use the work of others, where required
• Acknowledge the work of others appropriately
• Take reasonable steps to ensure other students cannot copy or misuse your work.

Plagiarism:
Plagiarism means to take and use another person's ideas and or manner of expressing them
and to pass them off as your own by failing to give appropriate acknowledgement. This
includes material sourced from the Internet, RTO staff, other students, and from published
and unpublished work.
Plagiarism occurs when you fail to acknowledge that the ideas or work of others are being
used, which includes:
 Paraphrasing and presenting work or ideas without a reference
 Copying work either in whole or in part
 Presenting designs, codes or images as your own work
 Using phrases and passages verbatim without quotation marks or referencing the
author or web page
 Reproducing lecture notes without proper acknowledgement.

Collusion:
Collusion means unauthorised collaboration on assessable work (written, oral or practical)
with other people. This occurs when a student presents group work as their own or as the
work of someone else.
Collusion may be with another RTO student or with individuals or student’s external to the
RTO. This applies to work assessed by any educational and training body in Australia or
overseas.
Collusion occurs when you work without the authorisation of the teaching staff to:
• Work with one or more people to prepare and produce work
• Allow others to copy your work or share your answer to an assessment task
• Allow someone else to write or edit your work (without rto approval)
• Write or edit work for another student
• Offer to complete work or seek payment for completing academic work for other
students.

Both collusion and plagiarism can occur in group work. For examples of plagiarism, collusion
and academic misconduct in group work please refer to the RTO’s policy on Academic
integrity, plagiarism and collusion.
Plagiarism and collusion constitute cheating. Disciplinary action will be taken against
students who engage in plagiarism and collusion as outlined in RTO’s policy.
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RTO ID: 41338 CRICOS Provider Code: 03449J
ABN: 74 603 036 102
T: 02 9268 0085
E: admissions@ahic.edu.au
W: www.ahic.edu.au
A: Level 4, 114-120 Castlereagh Street
Sydney NSW 2000 Australia

Proven involvement in plagiarism or collusion may be recorded on students’ academic file

and could lead to disciplinary action.

Assessment Formatting and Answer length Guidance:

Your submitted document must follow the given criteria:

 Font must be Times New Roman; Font size need to be 12 and line spacing has to be
Single line.
 Your assessment needs to be submitted as an electronic copy unless requested
differently by your assessor.
 The Assessment file name for electronic copy should follow:

Student Id_Assessment_No (Example AHI000014_Assessment 1)

Referencing
Include a reference list at the end of your work on a separate page or as footnotes. You
should reference the sources you have used in your assessments in the Harvard Style.
To access a web-based tool, see Harvard Style online generator.
http://www.harvardgenerator.com

Assessment Task 1: Written Questions

Task summary
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|RTO NO: 41338 | CRICOS Provider Code: 03449J

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RTO ID: 41338 CRICOS Provider Code: 03449J
ABN: 74 603 036 102
T: 02 9268 0085
E: admissions@ahic.edu.au
W: www.ahic.edu.au
A: Level 4, 114-120 Castlereagh Street
Sydney NSW 2000 Australia

 This is an open book test.

 Students need to answer all the written questions correctly.
 Answers must be word processed.

Required
 Access to textbooks/other learning materials
 Computer and Microsoft Office
 Access to the internet

Timing
Your assessor will advise you of the due date of this assessment.

Submit
 Answers to all questions

Assessment criteria
All questions must be answered correctly for you to be assessed as having completed the
task satisfactorily.

Re-submission opportunities
You will be provided feedback on their performance by the Assessor. The feedback will
indicate if you have satisfactorily addressed the requirements of each part of this task.

If any parts of the task are not satisfactorily completed, the assessor will explain why, and
provide you written feedback along with guidance on what you must undertake to
demonstrate satisfactory performance. Re-assessment attempt(s) will be arranged at a later
time and date.

You have the right to appeal the outcome of assessment decisions if you feel that you have
been dealt with unfairly or have other appropriate grounds for an appeal.

You are encouraged to consult with the assessor prior to attempting this task if you do not
understand any part of this task or if you have any learning issues or needs that may hinder
you when attempting any part of the assessment.

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RTO ID: 41338 CRICOS Provider Code: 03449J
ABN: 74 603 036 102
T: 02 9268 0085
E: admissions@ahic.edu.au
W: www.ahic.edu.au
A: Level 4, 114-120 Castlereagh Street
Sydney NSW 2000 Australia

Written answer question guidance

The following written questions use a range of “instructional words” such as “identify” or
“explain”, which tell you how you should answer the question. Use the definitions below to
assist you to provide the type of response expected.

Note that the following guidance is the minimum level of response required.

Analyse – when a question asks you to analyse something, you should do so in in detail,
and identify important points and key features. Generally, you are expected to write a
response one or two paragraphs long.

Compare – when a question asks you to compare something, you will need to show how
two or more things are similar, ensuring that you also indicate the relevance of the
consequences. Generally, you are expected to write a response one or two paragraphs long.

Contrast – when a question asks you to contrast something, you will need to show how two
or more things are different, ensuring you indicate the relevance or the consequences.
Generally, you are expected to write a response one or two paragraphs long.

Discuss – when a question asks you to discuss something, you are required to point out
important issues or features and express some form of critical judgement. Generally, you are
expected to write a response one or two paragraphs long.

Describe – when a question asks you to describe something, you should state the most
noticeable qualities or features. Generally, you are expected to write a response two or three
sentences long.

Evaluate – when a question asks you to evaluate something, you should do so putting
forward arguments for and against something. Generally, you are expected to write a
response one or two paragraphs long.

Examine – when a question asks you to examine something, this is similar to “analyse”,
where you should provide a detailed response with key points and features and provide
critical analysis. Generally, you are expected to write a response one or two paragraphs
long.

Explain – when a question asks you to explain something, you should make clear how or
why something happened or the way it is. Generally, you are expected to write a response
two or three sentences long.
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RTO ID: 41338 CRICOS Provider Code: 03449J
ABN: 74 603 036 102
T: 02 9268 0085
E: admissions@ahic.edu.au
W: www.ahic.edu.au
A: Level 4, 114-120 Castlereagh Street
Sydney NSW 2000 Australia

Identify – when a question asks you to identify something, this means that you are asked to
briefly describe the required information. Generally, you are expected to write a response
two or three sentences long.

List – when a question asks you to list something, this means that you are asked to briefly
state information in a list format.

Outline – when a question asks you to outline something, this means giving only the main
points, Generally, you are expected to write a response a few sentences long.

Summarise – when a question asks you to summarise something, this means (like “outline”)
only giving the main points. Generally, you are expected to write a response a few
sentences long.

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RTO ID: 41338 CRICOS Provider Code: 03449J
ABN: 74 603 036 102
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E: admissions@ahic.edu.au
W: www.ahic.edu.au
A: Level 4, 114-120 Castlereagh Street
Sydney NSW 2000 Australia

Assessment Task 1 Instructions

Provide answers to all the questions below:

1. Choose a company of your choice and summarise their domain and business structure.

Answer: I choose Apple as a company for the description of its domain and business
structure which are described below:

Apple Inc. is a global technology conglomerate based in Cupertino, California, USA.

Founded on April 1, 1976, by Steve Jobs, Steve Wozniak, and Ronald Wayne, Apple has
evolved into one of the most esteemed and influential brands worldwide. It engages in
various facets of the technology industry, with a key emphasis on crafting, producing, and
promoting consumer electronics, software, and digital offerings.

Domain: Apple's domain encompasses a wide range of products and services, including:
 Consumer Electronics: Apple is renowned for its line of consumer electronics, which
includes the iPhone (smartphones), iPad (tablets), Mac (personal computers), Apple
Watch (wearable devices), and Apple TV (digital media player).
 Software: Apple develops and distributes software platforms such as iOS (for
iPhones and iPads), macOS (for Mac computers), watchOS (for Apple Watches), and
tvOS (for Apple TV). The company also offers a suite of productivity and creativity
software, including the iWork and iLife suites, as well as professional applications like
Final Cut Pro and Logic Pro.
 Digital Services: Apple provides a variety of digital services to its customers, such as
the App Store (for downloading apps), iTunes Store (for purchasing music, movies,
and TV shows), Apple Music (music streaming service), iCloud (cloud storage and
synchronization), Apple Arcade (gaming subscription service), Apple TV+ (streaming
video service), and Apple News+ (news and magazine subscription service).

Business Structure: Apple's business structure is characterized by its vertically integrated

approach, premium pricing strategy, and emphasis on design, innovation, and ecosystem
integration. Key elements of Apple's business structure include:
 Product Design and Development: Apple invests heavily in research and
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RTO ID: 41338 CRICOS Provider Code: 03449J
ABN: 74 603 036 102
T: 02 9268 0085
E: admissions@ahic.edu.au
W: www.ahic.edu.au
A: Level 4, 114-120 Castlereagh Street
Sydney NSW 2000 Australia

development (R&D) to create innovative products with distinctive design and

advanced technology. The company's design philosophy emphasizes simplicity,
elegance, and user-friendliness.
 Manufacturing and Supply Chain: Apple relies on a global supply chain to
manufacture its products, with manufacturing partners primarily located in China. The
company maintains stringent quality control standards and works closely with
suppliers to ensure product reliability and sustainability.
 Retail and Distribution: Apple operates a network of retail stores worldwide, known as
Apple Stores, where customers can experience and purchase Apple products.
Additionally, Apple sells its products through authorized resellers, online channels,
and third-party retailers.
 Ecosystem and Services: Apple fosters an ecosystem of hardware, software, and
services that are designed to work seamlessly together. The integration of products
and services encourages customer loyalty and retention, as users benefit from the
convenience and interoperability of Apple's ecosystem.
 Marketing and Branding: Apple's marketing strategy emphasizes product
differentiation, emotional appeal, and aspirational branding. The company's
advertising campaigns often highlight product features, user experiences, and
lifestyle imagery to resonate with consumers and reinforce the brand's premium
image.

2. Complete the following table by identifying two types of industry hardware and their
features and capability and two types of industry software and key features and
capability.

Industry Features and capability

hardware

Laptop/Desktop  Powerful processor and graphics card for demanding tasks such
as gaming, video editing, and software development.
 High-resolution display with wide colour gamut and HDR support.

 Solid-state drive (SSD) for fast boot times and data access.

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RTO ID: 41338 CRICOS Provider Code: 03449J
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T: 02 9268 0085
E: admissions@ahic.edu.au
W: www.ahic.edu.au
A: Level 4, 114-120 Castlereagh Street
Sydney NSW 2000 Australia

 Expandable RAM and storage options for flexibility and scalability.

 Ergonomic keyboard and touchpad with customizable features.

 Versatile connectivity ports including USB-C, HDMI, Thunderbolt,

and Ethernet.
 Integrated webcam and microphone for video conferencing and
content creation.
 Audio system with high-fidelity speakers and headphone jack.

 Operating system with robust security features and software

ecosystem.
 Thin and lightweight design for portability (laptops) or customizable
tower design for expandability and upgradability (desktops).

Smartphone  High-resolution display with touchscreen functionality.

 Multi-core processor for fast performance.

 Advanced camera system with image stabilization, HDR, and

computational photography features.
 Long-lasting battery life with fast charging capability.

 Secure biometric authentication methods such as Face ID or

fingerprint scanner.
 Connectivity options including 5G, Wi-Fi, Bluetooth, and NFC.

 Integrated sensors such as accelerometer, gyroscope, and GPS

for various applications.
 Operating system with app ecosystem for productivity,
entertainment, communication, and more.
 Sleek and durable design with premium materials.

Industry Features and capability

software

Operating System  User-friendly interface with intuitive navigation and customizable

settings.
 Stability, reliability, and performance optimization for various
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RTO ID: 41338 CRICOS Provider Code: 03449J
ABN: 74 603 036 102
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E: admissions@ahic.edu.au
W: www.ahic.edu.au
A: Level 4, 114-120 Castlereagh Street
Sydney NSW 2000 Australia

hardware configurations.
 Compatibility with a wide range of hardware peripherals and
software applications.
 Multi-tasking capabilities with support for running multiple
applications simultaneously.
 Security features such as built-in antivirus protection, encryption,
and secure boot.
 Updates and patches for bug fixes, security patches, and feature
enhancements.
 Accessibility features for users with disabilities, including screen
readers, magnifiers, and voice control.
 Integration with cloud services for data storage, synchronization,
and backup.
 System utilities for maintenance tasks such as disk cleanup,
defragmentation, and troubleshooting.
 Developer tools and APIs for creating and deploying software
applications on the platform.

Productivity  Word processing, spreadsheet, and presentation software for

creating documents, spreadsheets, and slideshows.
 Collaboration features such as real-time editing, comments, and
version history.
 Integration with cloud storage services for storing and sharing files.

 Templates and formatting tools for professional-looking

documents.
 Compatibility with different file formats including Microsoft Office.

 Task management and scheduling tools for organizing work.

 Mobile apps for accessing and editing documents on smartphones

and tablets.
 Security features such as encryption, password protection, and
access controls.

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RTO ID: 41338 CRICOS Provider Code: 03449J
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E: admissions@ahic.edu.au
W: www.ahic.edu.au
A: Level 4, 114-120 Castlereagh Street
Sydney NSW 2000 Australia

 Offline functionality for working without an internet connection.

 Cross-platform support for Windows, macOS, iOS, and Android

devices.

3. Explain why quality assurance practices are important when managing clients’
problems. Give an example to illustrate your answer.
Answer: Quality assurance practices are crucial when managing clients' problems because
they ensure that the solutions provided meet the required standards of quality, reliability, and
effectiveness. By implementing quality assurance measures, businesses can effectively
address client issues in a consistent and reliable manner, thereby enhancing customer
satisfaction and loyalty.
For example, let's consider a software development company that provides customer
support for its products. Without proper quality assurance practices in place, there may be
inconsistencies in the troubleshooting process, leading to varying levels of satisfaction
among clients. However, by implementing quality assurance procedures such as regular
training for support staff, documenting best practices for problem-solving, and conducting
thorough testing of solutions before implementation, the company can ensure that every
client receives high-quality assistance.
In this scenario, a client contacts the support team with a software issue. The support staff
follows the established quality assurance guidelines, thoroughly investigates the problem,
and provides a well-documented solution that effectively resolves the issue. As a result, the
client's problem is addressed promptly and accurately, leading to increased trust in the
company's products and services.
Overall, quality assurance practices play a vital role in managing clients' problems by
ensuring consistency, reliability, and effectiveness in addressing their needs.

4. List three stakeholders that may be involved in managing client problems. Explain their
level of involvement in managing problems.

Stakeholder Role Level of involvement

Australian Harbour International College, 114-120 Castlereagh Street, Sydney NSW 2000, Australia
|RTO NO: 41338 | CRICOS Provider Code: 03449J

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ICTSAS527 Manage client problems
 Australian Harbour International College
RTO ID: 41338 CRICOS Provider Code: 03449J
ABN: 74 603 036 102
T: 02 9268 0085
E: admissions@ahic.edu.au
W: www.ahic.edu.au
A: Level 4, 114-120 Castlereagh Street
Sydney NSW 2000 Australia

Type

 Initiates problem report

Customer/Client  High involvement: The
 Provides detailed customer/client is directly
problem context. affected by the problem and
 Provides feedback on plays a critical role in its
solutions Verifies resolution.
problem resolution.
 Communicates
satisfaction level
Customer  Receives and logs  High involvement:
Support problem reports. Customer support staff are
 Communicates with the responsible for triaging,
client. prioritizing, and resolving
 Coordinates problem client problems.
resolution  Moderate to high
 Follows up with the involvement: Customer
client. support staff act as the
primary point of contact
between the client and the
team.
Development  Investigates problem  Moderate to high
Team causes. involvement: The
 Implements fixes and development team analyses
updates. reported problems, identifies
 Communicates progress root causes, and proposes
to client. solutions.
 High involvement: The
development team is
responsible for coding,
testing, and deploying fixes
or updates to address client
problems.

5. Explain the purpose of a service level agreement and list five key items it might include.

Australian Harbour International College, 114-120 Castlereagh Street, Sydney NSW 2000, Australia
|RTO NO: 41338 | CRICOS Provider Code: 03449J

Version V1.0/ January 2021 Page 16 of 18

ICTSAS527 Manage client problems
 Australian Harbour International College
RTO ID: 41338 CRICOS Provider Code: 03449J
ABN: 74 603 036 102
T: 02 9268 0085
E: admissions@ahic.edu.au
W: www.ahic.edu.au
A: Level 4, 114-120 Castlereagh Street
Sydney NSW 2000 Australia

Answer: A Service Level Agreement (SLA) is a formal contract between a service provider
and a client that outlines the level of service expected, defines the metrics used to measure
that service, and specifies the remedies or consequences if the agreed-upon levels are not
met. The purpose of an SLA is to ensure clarity, transparency, and accountability in the
delivery of services, thereby establishing a mutual understanding between the provider and
the client.

Here are five key items that a Service Level Agreement might include:

1) Service Description: Defines scope, tasks, and deliverables.

2) Service Level Objectives (SLOs): Measurable service targets.

3) Performance Metrics: Details measurement methods.

4) Responsibilities and Roles: Defines duties and contacts.

5) Service Availability and Downtime: Specifies uptime and procedures.

References:
1. Google (2019). Google. [online] Google.com.au. Available at:
https://www.google.com.au/.
2. LinkedIn (2024). LinkedIn. [online] Linkedin.com. Available at:
https://www.linkedin.com/.
3. Wikipedia (2001). Wikipedia. [online] Wikipedia.org. Available at:
https://www.wikipedia.org/.
4. Indeed.com. (2019). Available at: https://au.indeed.com/?r=us.
5. Quora (2014). Quora - A place to share knowledge and better understand the world.
[online] Quora.com. Available at: https://www.quora.com/.

Australian Harbour International College, 114-120 Castlereagh Street, Sydney NSW 2000, Australia
|RTO NO: 41338 | CRICOS Provider Code: 03449J

Version V1.0/ January 2021 Page 17 of 18

ICTSAS527 Manage client problems
 Australian Harbour International College
RTO ID: 41338 CRICOS Provider Code: 03449J
ABN: 74 603 036 102
T: 02 9268 0085
E: admissions@ahic.edu.au
W: www.ahic.edu.au
A: Level 4, 114-120 Castlereagh Street
Sydney NSW 2000 Australia

Assessment Task 1: Checklist

Student’s name: Birendra Thapa

Did the student provide a Completed

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

Question 1

Question 2

Question 3

Question 4

Question 5

Task outcome:  Satisfactory  Not satisfactory

Assessor signature:

Assessor name: Subrata Saha

Date:

The End

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|RTO NO: 41338 | CRICOS Provider Code: 03449J

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ICTSAS527 Manage client problems