Assessment Task 1: Knowledge Questions

Questions
Provide answers below:

• Answer to Q1:

Having a clear grip on change management is crucial when launching new products or services into
the market for a number of reasons.

 When introducing a new product or service, it is usual to make adjustments to existing processes,
systems, and workflows. Change management ensures a smoother transition by carefully
preparing and implementing these adjustments. When there is less resistance and scepticism
from employees and consumers, broad adoption is more likely to occur.
 There can be no successful change management without continuous stakeholder engagement.
It's important to keep consumers in the know and solicit their input when introducing a new
product or service. Knowing and using change management ideas may help businesses win over
clients during periods of transformation.
 Employees and consumers alike may be resistant to change, so it's crucial to do everything you
can to mitigate their concerns. Organisations might potentially prepare for future resistance to
change by identifying and addressing difficulties early on. Thus, it is feasible to connect, educate,
and aid consumers in a way that lessens resistance, increases acceptance, and cushions the
blow to customer satisfaction.
 Two tenets of effective change management are sensitivity to customer feedback and adaptability
to new circumstances. It requires tuning in to client feedback, analysing what it reveals about
product demand, and making adjustments accordingly. By using change management strategies,
businesses may boost customer satisfaction and loyalty, as well as differentiate themselves from
the competition.
 There is always risk involved with launching a brand-new product or service. Effective change
management allows for improved threat recognition and management. Monitoring the impact of
changes on customer satisfaction and financial success is an important part of any change
management strategy. This preemptive approach minimises the severity of failures and increases
the project's chances of success.

• Answer to Q2:
• Common methods of gathering information about a customer and their needs include
questionnaires and surveys. Customers may share their perspectives on the issues they're facing, the
solutions they'd like to see implemented, and their aspirations for the future. It is possible to conduct
surveys through the internet, over the phone, or in person.
• Interviews and focus groups are great ways to have direct communication with customers and
learn more about their businesses and needs. These methods often include scheduled meetings with
influential people to allow for in-depth discussions, requirement clarification, and the exploration of
specific pain points or opportunities. It is possible to do the interview over the phone or through an
online video platform.
• Market research is another effective method for getting to know a client's business and its
needs. You need to investigate the market, the industry, the competition, and customer habits to do
this. Conducting in-depth market research may help businesses learn about unmet demand,
consumer preferences, and emerging industry trends, all of which can improve their ability to satisfy
consumers' needs.

• Answer to Q3:

The development of an ICT solution often follows many steps:

• Outcomes definition is the first stage in creating an ICT solution. Find out everything you need
to know about the inputs, characteristics, and outcomes of the project.
• Find out what help the firm or the client is in need of right now. It is crucial to understand their
processes, issues, and potential areas of improvement before suggesting information and
communication technology (ICT) solutions.
• Gathering Important Information: Gather requirements for the ICT solution with input from all
involved stakeholders. One must be aware of user expectations, system characteristics, technical
requirements, security concerns, integration hurdles, and system constraints.
• Examining All My Choices Investigate the available options for ICT goods, services,
frameworks, and best practises in light of the project's requirements. Make educated choices by
figuring out whether or not the options for software, hardware, and services suit the needs.
• Develop a detailed strategy for creating the ICT solution, including everything from the initial
idea to the final implementation. Manage the rollout by establishing milestones, roles, responsibilities,
and deadlines.
• As you develop your ICT solution, it is important to define its architecture and underlying
technology. The design of a system includes consideration of its architecture, data flow, interfaces,
interaction points, security measures, and scalability.
• Developing a Working Model to Demonstrate an Idea: Build a model of the proposed ICT
solution to demonstrate its viability. This phase occurs before full-scale development begins and gives
stakeholders a chance to review the solution and provide feedback.
• Distribution of Resources: First, you need to figure out what resources (human, monetary,
material, and technological) will be required to put the ICT solution into action. Make sure the project's
resources fit in with its intended purpose and overall plan.
• Find out what may go wrong with your project and how to fix it. It is necessary to undertake a
thorough risk assessment and develop mitigation strategies in order to decrease the effect of any
potential setbacks.
• Regulation and Evaluation: Establish mechanisms to monitor and evaluate the ICT solution
development process. Guaranteeing that the solution achieves its aims requires constant monitoring
of key indicators, assessment of the quality of deliverables, and feedback from stakeholders.
• Documentation and Files: Document everything from initial concepts to final reports, project
plans to design specifications, and everything in between. Reports that are straightforward to read
and comprehend serve to keep everyone updated on the status of the project.
• Adherence to these recommendations provides a planned and scientific approach to planning
the creation of ICT solutions, which may boost the likelihood of effective implementation and
achievement of objectives by organisations.

• Answer to Q4:

An formal document, a project proposal defines the planned project in great detail, including its
objectives, scope, deliverables, timeline, and available resources. It's a crucial part of convincing
clients and decision-makers of the project's value.

The following are essential parts of every project proposal:

In the executive summary, you should provide a high-level overview of the project's background,
scope, and primary results. This section of the text should interest the reader and provide a concise
explanation of the project.

Describe the extent, goals, and expected outcomes of the project. Facilitate the client's understanding
of how your suggestion addresses their problem or makes use of their opportunity.

Plans and Procedures: Specify the plan of attack and the means to achieve the project's goals. Give
me a rundown of the steps and timeline I need to know to get this job done.

Results, often called "deliverables," are the end outcomes of a project's work. Take extra care to
explain to the client precisely what they will get as a result of your work and how it will meet their
needs.

timetable: Create a detailed schedule or calendar outlining the project's critical steps and major
milestones. Make a schedule outlining the project's progression.

The first thing to do is calculate how much time and money will be required to finish the job. List each
resource with an estimated budget or cost and break down the total projected cost.

Conduct a risk assessment to identify potential challenges that might arise during project
implementation and provide solutions. As a result, the client may be certain that potential stumbling
blocks are being investigated, demonstrating proactive risk management.

Specify the criteria and indications you'll use to determine whether or not the project was successful.
Create indicators of progress towards project objectives and customer satisfaction to gauge
completion of the project.
Conclude the proposal with a quick summary, stressing the beneficial effects the project will have on
the client. Whether you need approval or more time to discuss the issue, make sure you ask for it.

• Answer to Q5:

Meeting with a client and learning about their requirements may lead to a valuable report.

For the Purposes of Clarification and Logging: The report serves as a formal transcript of the
meeting's in-depth exploration of the client's specific wants and goals. There will be less opportunities
for confusion or misinterpretation if people are able to express themselves clearly and precisely. The
report may serve as a verification and reference tool for both the client and the project team.

The report is useful for bringing the client's viewpoint closer to that of the project team. Thanks to a
report that describes the client's requirements and expectations, all parties involved in the project may
check their grasp of its objectives, scope, and outputs. It's the first step in a negotiation process that,
with any luck, will end in a contract and the customer's approval to go on with the project.

The project team may use the report as a guide throughout the planning and implementation phases.
It's a test to see whether the project's activities, results, and solutions are up to snuff for the customer.
The report might serve as a roadmap for the team to follow in order to successfully complete the
project and satisfy the customer.

The report could discuss the following three topics:

• A detailed summary of the customer's wants and desires as discussed in the meeting. Specify
in great detail the features, functions, and outcomes you expect from this project.
• Establish the parameters of the project in accordance with the client's needs. Include
information on the project's objectives, deliverables, timelines, and any applicable constraints or
waivers.
• Recommendations and Future Steps: Provide a brief overview of the meeting's outcomes and
next steps. This includes everything from completing all essential tasks and assigning responsibilities
to the client and project team to carrying out any follow-up that may be required. It sets out the way
forward and guarantees accountability from all stakeholders.

Overall, the report helps the project team stay on the same page regarding the client's needs,
enhances communication, and guides them towards a solution.

• Answer to Q6:

• Hardware/Software • Capabilities (2) • Features (2)

• a.laptop Because of their mobility, Images on laptops are
laptops are the device of often of a high quality,
choice for mobile allowing for great clarity
professionals that need to and detail.
access their data from a
number of locations. The longer-lasting batteries
included into today's
Modern laptops equipped laptops make it possible for
with powerful central users to get work done
processing units are able to without interrupting their
run apps that place high day to plug in and
demands on the system's recharge.
resources.

• b. wireless router Devices are able to connect The dual-band capability of

to the internet wirelessly many modern wireless
with the assistance of routers allows users to
wireless routers, which connect a wider range of
eliminates the need for devices and enjoy
wired connections. improved performance.

Routers offer a variety of The ability to create a

tools for the management of separate network for
networks, some of which visitors is a common
include parental controls, feature of routers. By
prioritisation of devices, and preventing visitors from
security standards. accessing the main
network, this function
helps strengthen the safety
of the system overall.

• c. CRM The purpose of CRM One of the main

software is to centralise advantages of CRM
information about your software is that it can
 customers. automate routine tasks like
lead collection, follow-ups,
Businesses may keep tabs on and appointment
their sales leads, prospects, scheduling.
and pipeline with the help of
a customer relationship CRM solutions often
management system. provide reporting and
analytics tools that may
help businesses get insight
into customer behaviours,
sales performance, and
marketing return on
investment.

• d. Help Desk System Help desk software enables Help desk software often
more efficient administration includes service-level
of customer inquiries by agreement (SLA)
allowing for the creation, management features to
assignment, and ensure timely responses
management of support and resolutions to
tickets. customer issues.

With the assistance of help Prioritising support

desk software, it is much requests based on urgency,
simpler to establish and significance, or customer
update knowledge bases priority is a common
with various sorts of self- feature in help desk
service materials, such as software. For critical issues,
troubleshooting tutorials, this allows for faster action
frequently asked questions, and better results.
and other similar resources.

• Answer to Q7:

It is necessary for a company that provides IT hardware and software to stay current on changes in
the information and communications technology industry for the following reasons:
• The company is in a better position to satisfy the requirements of its customers since it stays
current with the latest advances in its industry. This ensures that their clients are receiving exactly
what it is that they want and desire from them.
• Gain a competitive advantage by staying ahead of emerging technologies and trends in your
sector and adjusting as necessary. It assists companies in locating unexplored markets, developing
ground-breaking new products, and differentiating themselves from their competitors by giving greater
service.
• Third, keeping an eye on the developments in the business is beneficial to the company's
ability to make strategic decisions. Because of this, businesses are in a better position to prioritise
expenditure, invest money in areas that have the most potential for growth, and change their business
strategies to fit the fast evolution of the sector.

Objects that the company could be able to offer in the future if it keeps up with the latest
breakthroughs in the information and communications technology sector:

• To begin, devices that can connect to the internet: It is possible that the company may start
selling a variety of Internet of Things (IoT) goods geared towards both consumers and businesses as
use of IoT solutions becomes more widespread. These components take use of the linked nature of
today's electronics to provide improvements in the areas of automation, monitoring, and control.
• In light of the fact that artificial intelligence (AI) is transforming a wide variety of industries, the
company could decide to provide software solutions powered by AI or platforms for building AI.
technology such as machine learning algorithms, natural language processing tools, and analytics
platforms powered by artificial intelligence are some examples of the types of technology that might
help businesses automate processes, gather insights, and make better choices.
• Thirdly, as cloud computing continues to dominate the scene of information and
communications technology, the company may decide to broaden its product line to include cloud-
based services. Examples of this type of offering include services such as Infrastructure as a Service
(IaaS), Platform as a Service (PaaS), and Software as a Service (SaaS). These services give
businesses access to a wide variety of scalable and adaptable computer resources, data storage, and
software applications whenever they require them.

The company has to carry out in-depth research and analysis of the sector in order to identify the
specific tendencies and opportunities in the market that are in accordance with their business
objectives and the audience they are trying to reach.

• Answer to Q8:

A legally binding contract requires the following four elements to be in place:

• The contract should explicitly explain the offer that one party is making to the other. This
proposal spells out the specifics of the deal, including the responsibilities of each participant. It must
be specific, unambiguous, and communicated clearly to the other party.
• For the agreement to become legally binding, the other party must expressly accept the offer.
Any acceptance of the offer must be unconditional and made on the same terms as the offer itself.
You must make it clear to the offeror that you expect to be legally bound by the terms of the
agreement being made.
• When two parties enter into a contract, they exchange something of value for one another,
which is known as "consideration." One party must provide the other something of value that the law
may acknowledge (money, goods, services, or promises, for example). This monetary payment
demonstrates the parties' good faith commitment to fulfilling their agreements and creates a binding
legal responsibility for both parties.
• Both parties must possess the requisite capacity and purpose to engage into a contract for
the agreement to be enforceable under law. They must be of legal age, of sound mind, and free from
any influences that may invalidate their agreement. Further, the parties must intend to develop legal
connections as a result of their involvement in the transaction and must understand the legal
consequences of entering into the contract.

• Answer to Q9:

Consumer law recognises a variety of factors that might contribute to an unfair contract provision. The
following are three examples of potentially unjust contract clauses:

• It's possible to say that a contract is unfair if one of its conditions significantly benefits one
party over the other. An unfair provision would be one that allows the firm to change the terms of the
contract without giving the client any equivalent right.
• Consumers may have a basis for unfair treatment if the terms of a contract are ambiguous,
difficult to understand, or deliberately withheld from them. The terms and conditions that clients agree
to should not be difficult to understand or include information that might mislead them. Unfair practises
include, but are not limited to, making it difficult for consumers to grasp their rights and obligations by
hiding important information in fine print or using confusing legal language.
• It's possible that a contract's terms are unfair if they impose excessively severe fines or
restrictions on consumers. Unfair restrictions on the consumer's rights or excessive fines for
noncompliance fall under this category. Excessive fees, levies, or penalties for violating the contract
are other instances of such provisions. For instance, it would be unfair to force the customer to pay
expensive cancellation fees for what amounts to a minor breach of contract.

• Answer to Q10:

The principal functions of an indemnification clause are as follows:

• Indemnity clause clarifies each party's responsibilities in accepting risk and so enables risk
allocation. Indemnification is a legal concept in which one party (the indemnifying party) agrees to
financially support the other party (the indemnified party) in the event of a loss or harm. This helps
protect the parties from any harm that might come from the situation. This provision protects both
parties from any legal and financial complications and ensures that each is responsible for its own
actions.
• Defending the Indemnified Party against any and all Third Party Claims and/or Actions: This
indemnity clause serves to shield the indemnified party from any claims or proceedings made against
them by a third party. The indemnifying party agrees to pay the other party's legal fees and cover any
losses or damages that result from the indemnified party's defence of the claim. This provision
provides financial stability and peace of mind to the party that may be legally liable in the future.
• Boosting self-control and voluntary regulations: The inclusion of an indemnification clause
serves as an incentive for the parties to perform their obligations under the contract and act with the
greatest care and diligence at all times. Indemnifying Party will be liable for any losses or damages
incurred as a consequence of any breach, negligence, or willful misconduct of Indemnified Party. By
giving the parties an incentive to act responsibly and fulfil their contractual obligations, it decreases
the risk of disputes happening and promotes better overall performance.

• Answer to Q11:

In the vast majority of cases, a contract will have all five of the following components:

• All of the parties to the agreement must provide their complete names, addresses, and any
other relevant contact information in the contract. This demonstrates that the parties to the contract
have the ability to uphold the stipulations of the agreement.
• The contract should detail the parameters of the offer and acceptance that will take place
when one party makes an offer and the other party accepts it. The agreement must to include
specifics on the scope of the job, the deliverables, the cost, and any other requirements.
• The term "consideration" refers to the monetary value that is exchanged between the parties
as part of the contract. It might be monetary worth, the provision of a product or service, or something
else of comparable or better value. It is vital to go into depth about the benefits that each party will
obtain from the contract in order for it to be enforceable.
• The contract should detail the particular circumstances that govern the parties' respective
rights, responsibilities, and obligations. It is possible to add terms about the punctuality of delivery,
quality of performance, warranties, ownership of intellectual property, right to cancel, processes for
resolving disputes, and other provisions that are similar.
• Both parties are required to sign and date the contract in order to demonstrate that they are in
agreement with and intend to abide by the terms of the agreement. Include the date of the contract so
that the parties may determine when their responsibilities under the contract will begin.

• Answer to Q12:

Australian government departments and agencies may ensure they are obtaining the best deal
possible when contracting with outside parties by adhering to the Commonwealth Procurement Rules
(CPRs). These rules will make the process of purchasing products and services more transparent,
competitive, and equitable. Using the CPRs, the government agency guarantees efficiency and
effectiveness in the following ways:

The CPRs highlight the importance of competition as a means to maximise value for money. There
should be a wide variety of companies vying for government contracts, thus it's important that all
branches of government use open and transparent procurement processes. In this way, customers
can be certain that a variety of service providers will have the chance to present their offerings at
competitive rates.

Government agencies are required to evaluate potential vendors based on both monetary and non-
monetary value for money factors. Quality, whole-life costs, appropriateness for the intended purpose,
and sustainability are only few of the factors to be considered. By considering a wide range of value
characteristics in addition to just looking for the cheapest choice, the division may make well-informed
decisions that put the greatest total value first.

There is a heavy focus on timely and effective execution of procurement processes in the CPRs.
Providing adequate time for bid preparation, articulating evaluation criteria, and maintaining openness
and honesty throughout the review process are all essential. Maintaining low overhead and
maximising return on investment are two key benefits of well-established procurement processes that
accrue over the course of any given purchase.

Government agencies must assess and deal with the dangers of their purchasing procedures. This
entails identifying potential threats, estimating their impact, and implementing measures to mitigate
such threats. By effectively managing risks, departments may lessen the likelihood of having overruns
in cost or schedule, as well as other challenges that might lower the project's value for money.

The CPRs place a strong focus on contract management and performance monitoring. The CPRs
emphasise the need of maintaining a strong focus on contract management and performance
monitoring. Government agencies are in charge of handling contracts, which includes ensuring that all
terms are met, keeping tabs on how well vendors are doing, and settling any issues that may arise.
Effective contract management aids in ensuring value-for-money criteria are satisfied by ensuring that
suppliers consistently generate the required value throughout the course of the contract's duration.

In principle, the CPRs provide a structure that government agencies may follow to ensure they are
receiving their money's value from outside vendors. Maximising the value of government procurement
operations and delivering maximum results to taxpayers requires that government agencies promote
competition, evaluate value based on factors other than just price, carry out efficient procurement
procedures, manage risks, and routinely monitor contracts.

• Answer to Q13:
 It's possible that the steps used throughout the contracting procedure might vary from one
company to the next. To give you an idea of one contractual approach a business may take,
here's a quick rundown:

• Since it cannot meet this need on its own, the organisation must go elsewhere for the
necessary resources. As part of this process, you may need to learn more about the organization's
requirements and prioritise your tasks accordingly.
• Developing a procurement strategy is the next stage in setting up a business. The strategy
considers factors including time, money, risks, and expectations for success.
• It conducts market research to identify potential vendors and service providers who can meet
the company's requirements. This inquiry includes gathering information on available options,
interpreting the outcomes, and rating available service providers.

• Answer to Q14:

Successful negotiations need these:

• Do your research and know what you want before negotiating. Investigate market conditions,
establish your needs and restrictions, and anticipate compromise or conflict.
• Set goals: Discuss your desired outcomes and ambitions. Price, conditions, scope, and
timelines are some major considerations that might have tangible aims. Knowing your eventual aim
will guide talks.
• Talking and listening: Negotiation requires good communication. Pay attention, ask questions,
and speak gently. Communication is essential for building trust, understanding, and reaching
consensus.
• Focus on interests and needs rather than positions and demands. Finding common ground
and objectives may spark creative solutions that please everyone.

• Answer to Q15:

Among the potential negotiation points that might strengthen business alliances are:

• Instead of approaching negotiations as a zero-sum game, try working together to reach a

common objective. By cooperating and building confidence with one another, negotiators may find
win-win solutions to their problems. This approach prioritises hearing each other out and coming up
with mutually agreeable outcomes. Collaboration in negotiations demonstrates a willingness to work
together, identify common ground, and create mutual benefit, all of which contribute to the
development of business relationships.
• All parties involved in the negotiation process should come out ahead in the end. The goal of
every successful negotiation is to find a solution that benefits both parties. It encourages fairness,
decency, and lasting connections. Trust, collaboration, and business relationships all benefit from
negotiations when both parties feel they made progress.
Assessment Task 1: Checklist
Student’s name & ID:

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:

Assessment Task 2: Project Portfolio

Activities
Complete the following activities:

• Carefully read the scenario provided in Student Assessment Task:

• Planning

One of the first things you should do before assessing a company is research the business in
question. In order to properly analyse the case study at hand, it is necessary to review all
supporting information in great detail. This will help you learn more about the company, its
current ICT solutions, and the requirements of its customers. You may then modify the solutions
you suggest to better fit the needs of your business.

When organising your schedule, prioritise these factors:

 The first stage in solving the case study is reading and interpreting all of the provided
information. Everything from the company's origins and future plans to its current
information and communication systems is fair game. Pay close attention to what the
customer says to learn more about their problems.
 Analyse the Current Policies and Procedures Study the existing policies and practises of
the organisation in regards to interacting with clients, delivering services, and deploying
ICT-based solutions. This will help you better understand the boundaries of the space in
which your proposed solutions may thrive.
 Third, educate yourself on Service Level Agreements (SLAs) and familiarise yourself with
the client's current SLAs. This will allow you to learn more about the client's ideal level of
service and the specific types of aid they need. Furthermore, it will highlight areas of
improvement in your proposal, which is priceless feedback.
 Investigate the specific needs and preferences of the customer to provide the best
possible service. Learn about their struggles, their company's aims, and the outcomes
they anticipate. In this way, you can provide them the solutions that will work best for
them.
  Think about the larger picture beyond the immediate demands of the client to identify
unmet demand. Look into innovative forms of information and communication technology
that might improve business processes, raise efficiency, or provide fresh avenues of
revenue. By taking the lead, you'll demonstrate your initiative and prove your worth as a
business partner.

A well-thought-out drafting proposal that satisfies the client's needs and aids in the achievement
of their business objectives is the result of careful planning.

• Develop a draft proposal

Subject: Information and Communication Technology Solutions Proposal to Fit Your

Company's Needs

I am pleased to submit for your review a preliminary proposal for information and
communication technology (ICT) solutions that will meet your company's requirements.
Based on our study and understanding of your company's service standards, beliefs, and
culture, I am convinced that you will find our offered solutions to be quite helpful.

We have taken the time to learn about your company's history, culture, and goals in order to
better serve you. We've done the legwork to ensure that the ICT solutions we recommend
will help your organisation achieve its objectives and exceed your expectations.
Possible Answers:
We have analysed your company thoroughly and have come up with the following
recommendations based on our findings and knowledge.
We will analyse your present information and communication technology (ICT) setup in great
detail in order to optimise both its hardware and software components. In order to improve
performance, productivity, and security, our specialists will analyse your system and provide
recommendations for changes to hardware and software.
We will assess your network infrastructure for weaknesses, bottlenecks, and other
improvement opportunities as part of b) Network Infrastructure Enhancement. In order to
facilitate effective communication and data transmission inside your organisation, we will
provide ways to improve network speed, dependability, and security.
We recommend integrating cloud services and managing data on the cloud so that you may
simplify business operations, boost collaboration, and safeguard your data. In order to
maximise efficiency, scalability, and safety, we will help you move your data to the cloud and
establish effective data management practises.
d) Service Level Agreement (SLA) Optimisation: We'll take a look at your present SLA and
provide suggestions to make sure it meets your needs in terms of service quality, response
time, and level of support. To ensure the efficient and successful delivery of your ICT
services, we aim to develop a solid SLA that is in line with industry best practises and
promotes a strong collaboration.
Extra Commercial Prospects:
Our investigation of your company has uncovered other opportunities for us to work
together beyond the narrow scope of the above-mentioned issues. We think there are more
information and communication technology-related avenues to explore that might provide
significant benefits for your company. We can't wait till our next meeting to have a serious
conversation with you about these prospects.
Estimated Timeframe and Budget:
We have provided a detailed budget and timetable for implementing the suggested changes.
Please refer to the accompanying paper for a comprehensive breakdown of the project's
scope, major milestones, and related costs. We have considered your financial limitations
and have made every effort to provide you with alternatives that are affordable without
sacrificing quality.
I've brought a website to show you that we think would be a good fit for your business and
would want to do so during our meeting. We have found a website for a competing business
that is an excellent example of up-to-date design, user friendliness, and clear presentation of
information. You may learn a lot about how to make your company's internet presence
interesting by checking out this site.

In addition, I'll bring my laptop to the meeting so that I can show you some of the hardware
and software products we offer for your company.

I am certain that we are the best ICT partner for your company because of our knowledge,
devotion to customer satisfaction, and pursuit of excellence. Our approach will be fine-tuned
to achieve a smooth alignment with your objectives, and I look forward to meeting with you
to discuss the draught proposal in more depth and address any concerns you may have.

We appreciate you giving our suggestion some thought. If you have any questions or need
any further details before our scheduled appointment, please don't hesitate to get in touch
with me.

• Present proposal

It is critical that you offer your drafting proposal in a way that is easy to understand by the client and
that includes all relevant information. To accommodate for everyone's participation and questions,
meetings should last between 15 and 30 minutes. The strategy must also include the anticipated
costs and timelines in great detail. Keep these guidelines in mind to ensure a successful presentation:

Have a copy of your rough proposal on available to provide to the client as part of your presentation
preparations. If you're completing this assessment for a case study firm, have open on your laptop the
website you choose to serve as a model for IT Biz Solutions' creation. If you're using your own firm or
one you're familiar with, have samples of the required hardware and software products on hand.

First of all, Transparent Preface: To kick off the meeting, introduce yourself and briefly describe the
proposal. Clearly state the benefits of listening to the presentation for the client.

Outline the main features of your proposal, such as the issues it addresses, the actions you want to
take, and the results you expect to see. You may win over a consumer by demonstrating how your
solutions address their needs and concerns. Use slides or other visual aids to enhance the appeal
and impact of your presentation.
Discussions about Timeliness and Costs Include all costs and payment terms in a clear and concise
breakdown of the proposal's financial commitments. In order to implement the proposed solutions,
please detail the primary activities and outputs that will be necessary. Be available at all times to
answer questions from customers regarding pricing and projected timelines.

It's helpful to encourage the consumer to ask questions at different times throughout the presentation.
Respond promptly and accurately, expanding as needed. Use active listening techniques to ensure
you fully understand the client's concerns and have heard them accurately.

Keep your communications crisp and to the point while yet exuding an aura of power. To some extent,
you may get your argument over via non-verbal means such as body language. To fill up any gaps in
knowledge, inquiry is essential. Respond to customers in a prompt and kind manner.

Discuss any requested revisions to the proposal with the client. Take your time with each step, ask
questions if you need clarification, and maintain detailed records.

Documenting the meeting's proceedings as accurately and efficiently as possible is crucial. This will
make it easier to remember the specifics of the deal in the future.

Present a high-level summary of the proposal's main points, emphasising the benefits and value it will
bring the client. In addition to thanking the consumer for their time, assure them that you are happy to
provide any more information they may need.

• Update the proposal

We appreciate the opportunity to present you with our draught proposal and the insightful
discussion we had during our meeting. I have revised the plan to reflect the agreements we
reached during our discussion.

Executive Summary: Provide a concise summary of the project, emphasising its primary
objectives, suggested corrections, and anticipated outcomes.

Reiterate the client's demands and difficulties while demonstrating our understanding of their
business requirements.

Describe the proposed solutions we discussed during the meeting, taking into account the client's
specific needs. Explain each solution in detail, emphasising its benefits and the value it
contributes to the client's business.

Methodology: Describe the implementation strategy for the proposed solutions. This section
should emphasise the most important duties, milestones, and deliverables, as well as any
necessary resources or technologies.
 Present a revised project schedule that incorporates the agreements reached during our
discussion. Indicate the start date, significant milestones, and anticipated completion dates for
each project phase.

Cost Projection: Describe the changes made to the cost structure in light of the aforementioned
alterations. Detail the costs, including labour, materials, and any other expenditures. Ensure that
the price information is accurately and clearly displayed.

Specify the terms and conditions of the agreement, including payment terms, intellectual property
rights, and any other pertinent factors. Ensure that the conditions specified are equitable and
transparent.

Support and Maintenance: Describe the after-installation support and maintenance services we
will provide, along with any applicable warranties or service level agreements.

Implementation Steps:

Outline in detail the future phases of the project, including the duties that all parties must
complete to move forward. Indicate any items or information the client must provide to ensure the
successful completion of the project.

Conclusion:

Reiterate our commitment to their happiness and express gratitude for the opportunity to work
with them. Encourage the customer to contact you if they have additional questions or concerns.

This Final Proposal, in our opinion, comprises the agreements reached during our discussion
and demonstrates our complete understanding of your needs. We are confident that our
proposed solutions will effectively address your issues and provide substantial benefits to your
organisation.

• Write a Service Level Agreement

Subject to the terms and conditions set out in this Service Level Agreement (SLA), [Your Company
Name] agrees to offer services to [Client's Company]. We promise to provide first-rate work and stand
behind the satisfaction of each of our clients. This contract specifies responsibilities, expected results,
and measures to take if service levels fall short.

Explain briefly what services [Your Company Name] will be offering and in what capacity.

Response time, resolution time, uptime, and availability are only few of the performance measures
that should be defined alongside service level objectives.

The SLA includes the following terms and conditions:

Define how soon [Your Company Name] will respond after receiving a request for assistance or report
of an event.

When describing how long it will take [Your Company Name] to fix a problem, be as specific as
possible.

Service Availability and Availability SLAs: Outline SLAs for Service Availability and Service Availability.

Reporting on Performance: Detail the frequency and structure of performance updates for the client.

Responsibilities of the Client: Client agrees to provide [Your Company Name] with all necessary
materials, data, and cooperation throughout the duration of the service delivery process.

Analysing Performance and Finding Improvements:

Monitoring: Specify the tools and processes used to monitor service delivery and ensure that it meets
quality benchmarks.

Redress: Specify the customer's rights to service credits or other kinds of compensation in the case of
service level deviations.

Establish the channels of communication and approval required to handle requests to alter services.

Specify each party's role in maintaining the privacy and integrity of sensitive data shared over the
course of providing the service. Security and Privacy for All Your Information.

Set down the duration of the agreement, as well as any requirements for early termination or renewal.

Name the laws that will apply to this agreement and the process you'll use to resolve any disputes
that may arise.

Signatures:

Both parties must sign and date the contract to confirm that they have read and accepted its terms.

This SLA is important, so please read it well. If you have any questions or would like any clarification,
please don't hesitate to contact us. After you sign this agreement, we will begin providing the services
described in it.

Thank you for choosing [Your Organisation]. Together with your organisation, we can really make a
difference in the industry.
• Develop a survey

How effectively did our proposal accommodate the needs of your business? Rate it on a scale
from 1 to 5.

Rating:

Was everything you needed to know about how our services will meet your needs included in the
proposal?

a) Yes

b) No

c) I Don't Know

Were the proposal's costs and timeline specified?

1. yes

2. no

3. sufficient but need changes

How well do you think the idea addresses your concerns?

 a)Happy beyond words

b) Complete satisfaction

c) Indifference

d) Not satisfied

e) Extremely dissatisfied

Is there anything more we need to know before putting up the final proposal?

Answer:

• Write a project status report

At the moment, the project is progressing in a way that is consistent with the strategy and the
objectives that have been set. We have concluded all of our primary activities and accomplished
all of our major goals in accordance with the timetables we created

• Update the proposal and SLA

Assessment Task 2: Checklist

Student’s name & ID:

Did the student: Completed successfully? Comments

 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
 • 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:

Final Results Record

Student name:
 Student ID:

Assessor name:

Date

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: _________________________________________ Date: _________________

• 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: _________________