ICTICT602 Develop Contracts and Manage Contracted Performance

This assessment guide provides information on the purpose of assessment, tasks to be completed, competencies being assessed, important resources, and instructions for completing the assessment for the unit ICTICT602 Develop Contracts and Manage Contracted Performance.

Student
Assessment Guide:
ICTICT602 Develop contracts and manage
contracted performance

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Content
s
1. Assessment Information......................................................................................................4
A. Purpose of assessment........................................................................................................................4
B. What you are required to do...............................................................................................................4
C. Competencies being assessed.............................................................................................................4
D. Important resources for completing this assessment.........................................................................5
E. A note on plagiarism and referencing..................................................................................................5
F. A note on questions with role plays.....................................................................................................6
G. Instructions for completing this assessment.......................................................................................6
2. Assessment Coversheet.......................................................................................................8
3. Assessment Questions.........................................................................................................9
A. Task A - Demonstrate contractual knowledge.....................................................................................9
B. Task B - Establish contract.................................................................................................................14
C. Task C – Monitor contract.................................................................................................................21
D. Task D – Develop recommendations.................................................................................................25
4. Student Self Checklist........................................................................................................28

1. Assessment Information
A. Purpose of assessment
This assessment will develop your skills and knowledge required to negotiate and document contractual
arrangements between clients and vendors, and to monitor and manage performance against agreed
contractual obligations.
B. What you are required to do
For this assessment, you are required to complete 4 tasks:
 Task A – Demonstrate contractual knowledge
 Task B – Establish contract
 Task C – Monitor contract
 Task D – Develop recommendations
All tasks of this assessment require you to use the provided case study information relating to the
fictional company Excellence College.
C. Competencies being assessed
Elements
To achieve competency in this unit you must demonstrate your ability to:
1. Establish contract
2. Monitor contract
Performance Evidence
Evidence of the ability to:
 Negotiate and formulate contracts
 Access and analyse relevant information on resources and budgets
 Analyse current and future contract requirements
 Monitor resource use, cost efficiency and effectiveness against contractual obligations
 Review objectives and performance measures

Knowledge Evidence
To complete the unit requirements safely and effectively, the individual must:
 Describe the analysis and planning approaches to technical problems or management
requirements, taking into account:
o Organisational values
o Purpose in the context of formulating contracts
 Outline methods for evaluating and forecasting vendor and technology trends
 Discuss contracting requirements related to information and communications technology (ICT)
 Describe methods of purchasing ICT equipment and services, such as negotiating extensive
client support contracts
 Outline industry standards in relation to service and product agreements
For further information on the competencies of this unit, please refer to:
https://training.gov.au/Training/Details/ICTICT602
D. Important resources for completing this
assessment
To complete this assessment, please refer to the following resources provided on Moodle:
 ICTICT602 PowerPoints, Weeks 1-5
 ICTICT602 Observation checklist
 ICTICT602 Marking Guide
 ICTICT602 Case study folder
 Additional student assessment information
E. A note on plagiarism and referencing
Plagiarism is a form of theft where the work, ideas, inventions etc. of other people are presented as your
own.
When quoting or paraphrasing from a source such as the Internet, the source must be recognised. If you
are quoting a source, make sure to acknowledge this by including “quotation marks” around the
relevant words/sentences or ideas. Note the source at the point at which it is included within your
assessment, such as by using a citation. Then list the full details of the source in a ‘references’ section at
the end of your assessment.
All sources used for your assessment should be detailed in a ‘references’ section. It is advisable to never
copy another person’s work.

F. A note on questions with role plays
The following questions involve role plays:
 Task B, Questions B1, B4-B6
 Task C, Question C2
 Task D, Question D2
For these questions, as outlined below, you will be assessed on your ability to role play being a General
Manager at Excellence College. These questions require you to lead meetings and take notes on what is
discussed. Your Trainer & Assessor will also observe your meeting for Task B, Question B5.
Please note: You will also need to attend separate meetings organised by other students whereby you
role play being other people. This allows other students in your unit to also role play being the General
Manager. You do not need to take notes at meetings during which you are not role playing being the
General Manager.
G. Instructions for completing this assessment
Answer the questions below using the spaces provided:
 Answer all parts of each question
 Use your own words and give examples wherever possible
 The quality of your answer is more important than how long it is
 Enter your answers in this document
You may use various sources of information to inform your answers, including your resources provided
by ACBI, books, and online sources. You must acknowledge and cite your sources.
Submission via Moodle
Please refer to the “Instructions for Submitting Your Assessment” found within the unit course page on
Moodle.
NOTE: Please take care to follow all instructions listed. Assessments uploaded with a draft status on
Moodle may not be graded.

2. Assessment Coversheet
Candidate Name:
Student ID:
Contact Number:
Email:
Trainer / Assessor Name:
Qualification: ICT60115 Advanced Diploma of Information Technology
Units of Competency: ICTICT602 Develop contracts and manage contracted performance
Assessment Tasks:
☐ A. Demonstrate contractual knowledge
☐ B. Establish contract
☐ C. Monitor contract
☐ D. Develop recommendations
Due Date: Date Submitted:
Declaration: I have read and understood the following information at the beginning of
this assessment guide (please tick):
☐ Assessment information
☐ Submitting assessments
☐ Plagiarism and referencing
I declare this assessment is my own work and where the work is of others, I
have fully referenced that material.
Name (please print):
Candidate signature:
Date:
3. Assessment Questions

A. Task A - Demonstrate contractual knowledge
Task A instructions
Answer the following questions to demonstrate your knowledge of establishing and monitoring
contracts.
A1. Describe the fishbone analysis technique. Then explain how this approach can:
 Be used to analyse technical problems
 Take into account organisational values and the purpose of ICT contracts.
Answer in 100-200 words.
Write your answer here
Fishbone diagram is a kind of visual way through which cause and effect can be analysed (Luo,
Wu and Duan, 2018). It is one of the most structured approach through which cause of the problem
can be brainstormed. In this main problem is displayed at the head of mouth of the fish and on the
body, effect is displayed.
Figure 1 Example of fishbone diagram
This fishbone diagram can be used to analyse the technical problem faced by the colleges in a
much better manner. From the above diagram it can be said that any kind of problem or cause main
affects organization’s policies, staff members, environment and equipment’s. Main technical problem

analysed is to reduce the overall IT infrastructure cost and improve profitability as current IT staff
members total remuneration is approximately $120,000.
This problem affects staff members, organization, IT equipment’s mainly and there are various causes
because of which this problem is required to be focused. Some of the causes of this problem are:
 Organization: Overall expenditure is increasing; Staff members issues are not resolved in
appropriate time period.
 Staff members: none of the hardware or software requirements or issues are resolved in time,
maintenance of IT solution is not taken care of.
 IT equipment’s: Equipment’s are not maintained and does not work properly, various issues occur
within IT network.
A2. Describe one or more planning approaches for identifying management requirements of an ICT
contract. Then explain how this approach can take into account organisational values and the
purpose of the contract.
NOTE: You must describe an approach that is not the fishbone analysis technique. Answer in 100-200
words.
Write your answer here
PDCA is a kind of management approach that can be used by management to identify all kinds of ICT
requirements (Irshad, Petersen and Poulding, 2018). This approach is mostly used by management to
identify business requirements and bring continuous improvement within products and services of an
organization. It is deeming cycle in which first planning is done is problem is analysed, then potential
solution is tested at small scale, then results of this small study is studied or checked and at last
solution is implemented. This approach is one of the best suited approach for organization’s
management as this approach will help the organization in taking all the values of the organization
into account and will also fulfil the purpose of the contract.
A3. Explain what the weightage average method is and how it can be used to evaluate ICT vendors.
Answer in 100-200 words.
Write your answer here

It is a kind of method in which value of business inventory, average value of all the items, quality of
the products is checked and calculated (Sabir, Ali and Muhammad, 2018). It is one of the most
common method that can be used for by organizations to determine amount of the product and cost
of the goods sold. This is one of the most appropriate method that can be used by the organization in
order to evaluate ICT vendors. Using this approach all the requirements of the college can be
identified and quantity in which these items are required. Then actual cost of all requirements is
calculated. Based on this Evaluation of ICT vendors can be evaluated as in this actual cost of individual
requirements that will be provided by the ICT vendors can be calculated.
A4. Explain at least one method you can use to forecast new technology trends in cloud computing.
Answer in 100-200 words.
Write your answer here
Time series forecasting is one of the best methods that can be used to forecast new technology
trends in cloud computing (Cho and et.al., 2018). In this method current consumer demand is
continuously tracked with productivity, profit and output. This method can help the organization to
forecast new technology trends in cloud computing and their productivity and effectiveness. This
method also helps in forecasting previous behaviour and performance of the new technology and its
future performance. This method evaluates overall performance of the method in a graphical
method. It is also used for medium to long range forecasting.it is an effective method because it
values overall historical data of the new technology and based on which future values are evaluated.
A5. Identify two or more ICT contracting requirements relating to intellectual property and discuss
why they are important.
Answer in 100-200 words.
Write your answer here
ICT contracting requirements that are important to be focused on are: Installation and upgrading
software’s and hardware’s in order to fulfill requirements of students and staff members (Lee, Park
and Park, 2019). Manage licensing requirements of all the software’s used by the organizations,
maintain college’s main IT network used by them and all the other staff members. These

requirements are important to be focused on and fulfilled because of many reasons. One of the main
reason is that the IT network used by the college is their own IT network on which data and
information of all of their students and staff members is stored as well as all the other data of the
college is also stored on their network any kind of issue in the network can increase risk of data loss.
Other than this software’s and hardware’s used by the college are also important to be maintained as
many student programs are run on the basis of these hardware and software system.
A6. In your own words, explain the following methods for purchasing ICT equipment and services.
Answer in 200-400 words.
Method Description
Negotiating extensive client
support contracts
Write your answer here
This method is used to negotiate service and equipment
requirement of the client (Hofmann, Brunner and Holschbach,
2019). This method helps in maintaining relationship between
client which in this case the college and the service providers which
in this case is fast IT solutions. This contract is made between client
and service providers in which technical support, maintenance
provided to the client are negotiated.
Outsourcing development Write your answer here
It is a kind of method in which organization hires a third-party
service provider who will be developing and maintaining their
products and services in a better manner. This method can help the
college to hire appropriate ITC service providers who will be
providing equipment’s and services that are required by the
college. Using this method college can not only improve their ICT
services but can also reduce overall IT management expenditure.
Using pay as you go cloud
computing
Write your answer here
PAGY or pay as you go cloud is a kind of payment method which is
used for cloud computing in which charges are based on the

amount of cloud computing services that are used by the user. It is
a similar to utility bills method in which payment is done only for
the resources that are used by the customers. This method will
help the college to reduce their overall cloud computing services
costing and expenditure.
Software subscriptions Write your answer here
It is a kind of transaction in which additional payment is required to
update already installed hardware and software. This method helps
the organization to pay per user fee to the service providers. This
method can also help the college to reduce their overall ITC
expenditure as they will be requiring to only pay per user software
updating requirements such that
Outright purchases Write your answer here
Outright purchases is a kind of method in which payment for a
service is done in one full payment. This this overall payment price
is determined by the services used on the basis of their
requirement of the service. One of the main advantage of this
service is that it allows the service users to sell their services if
those services are not required but it also has one big disadvantage
i.e. in this method overall fees of the service or products are
required to be paid in one payment up-front and this one payment
can cut high interest rates.
A7. Identify two or more industry standards for ICT service and product agreements. Then describe
what these standards are.
NOTE: You may refer to principles of the AS/NZS ISO/IEC 38500:2010 standards. Answer in 100-200
words.
Write your answer here
AS ISO/IEC 38500: 2010 standards:
These are Australian standards of information technology. These standards help in governance of IT

for the organization (Garusinghe, Perera and Meedeniya, 2017). These standards have various
principles that are applicable to most of the organizations. Few most important principles of these
standards are:
 Responsibility: individuals or employees of the organizations need to accept and understand their
responsibilities in order to fulfill organization’s demand for IT.
 Strategy: organization takes into account both future and current IT capabilities. Strategic plan for
IT helps in fulfilling business needs of an organization.
 Acquisition: IT acquisitions are made on the basis of ongoing analysis for transparent and clear
decision making.
 Performance: IT services used by the organization fits their purpose in terms of providing service,
quality and fulfill all the other requirements of the organizations. Conformance: It is important for IT to comply with all kinds of mandatory regulations and
legislations.

B. Task B - Establish contract
Task B instructions
You are the General Manager at Excellence College. Excellence College is a leading vocational
education provider based in Sydney.
You are responsible for leading a project to outsource an IT contract for Excellence College. The senior
leadership team at Excellence College would like to remove the college’s existing IT staff and instead
outsource the business’ IT solutions. The college would like to start outsourcing initially for one year
starting from two months from now. A suitable outsourcing provider has been identified, called Fast
IT Solutions.
You have been asked to prepare the contract that will guide the arrangement between Fast IT
Solutions and Excellence College. To do this, you need to review the College’s requirements and
prepare a contract. Then gather feedback on the contract and negotiate resolutions as required.
Read the case study document provided on Moodle called “ICTICT602 Case study information”, then
answer the following questions.
B1. You now need to determine the boundaries of a new IT outsourcing contract between
Excellence College and Fast IT Solutions.
Review the information on the “ICTICT602 Case study information” document provided on Moodle.
Then discuss the contract boundaries with the CEO of Excellence College.
Set up a meeting with the CEO, as role played by another student in your unit. Use the meeting to
discuss the in scope and out of scope requirements of the new contract.
After the meeting:
 Record notes of what was discussed
 Outline 5 or more in scope requirements of the contract
 Outline 3 or more out of scope requirements of the contract
NOTE: Refer to the “ICTICT602 Case study information” document provided on Moodle to inform your
answer. Answer in 150-350 words.
Meeting notes

Write your answer here
In meeting contract boundaries of the contract has been discussed:
 All the principles determining contract boundaries should be determined at the time of
contract
 All the rights to terminate or delay the contract should also be identified such that so that all
the rights of the fast IT solutions and the college are not restricted.
5 or more in scope requirements
Write your answer here
 Replacement of all ICT hardware’s within the time period of three years
 Installing and updating all the software’s used by the college as per the requirements of the
college and staff members.
 Maintaining licenses of all the software’s that are currently used by the college and their staff
members.
 Resolving any kind of hardware or software issues faced by the employees of the college within
the specified time period meeting their defined baseline. Maintaining and updating IT network of the college including their internet services
requirements.
3 or more out of scope requirements
Write your answer here
 Baseline is one of the main out of scope requirement. Scope, cost and schedule are three types
of baseline that are required to be defined. If there is any change in scope then it requires
adjustment to cost and schedule. For example, installation of 10 new software programs is out
of scope requirement of the contract.
 Any kind of change in scope affects overall feasibility of the project. So, it is important to define
the overall scope of the contract initially so that it does not affect overall feasibility of the
project i.e. college should define their IT requirements at initially only so that feasibility of

Services that are required to be provided to the college are not affected. For example, currently
student management program and online learning program are out of scope of the project
which can affect overall feasibility of the contract.
 College should identify their requirements at initial level only so that they can get an idea of
overall cost of the project. This will help the Fast IT solution to deliver college requirements up
to their expectations.
B2. Now you have the clarified the scope of the contract, it’s time to prepare the contract.
Develop a contract to be used between Fast IT Solutions and Excellence College for the college’s IT
outsourcing arrangement. Ensure this contract includes all in scope requirements you identified in
the previous question (Task B, Question B1).
NOTE: Use the template “ICTICT602 Service Level Agreement Template” provided on Moodle to
create your contract.
Save the contract as “ICTICT602 Service Level Agreement – Your Name”, replacing “Your Name”
with your first and last names. Ensure you upload this document as part of your assessment
submission.
NOTE: Refer to the “ICTICT602 Case study information” document provided on Moodle to inform your
answer.
B3. Now your contract is prepared, you need to provide it to key stakeholders.
In the space provided below, prepare two emails – one for the Client Manager at Fast IT Solutions
and one for the CEO of Excellence College – which provide a copy of the prepared contract to
review.
In each email, remember to emphasise the benefits of the new contract to each party. Also set an
appropriate deadline for reviewing and providing feedback on the contract.
NOTE: Refer to the “ICTICT602 Case study information” document provided on Moodle to inform your
answer. Answer in 150-400 words.
Email to CEO at Excellence College

Write your answer here
To CEO,
Excellence College,
Dear Laura Wang,
This is to inform you that contract between Fast IT Solutions and Excellence College has been
prepared. Copy of the contract has been attached below for review. This Contract is quite
important to be reviewed as this contract includes all kinds of terms and conditions and benefits
for both the parties. This contract will help Excellence college to reduce their IT management cost
and enhance their profit margin. It will also help in enhancing the overall IT management services
of the college. Kindly review the contract within the specified deadline and provide feedback for
the same so that any kind of required changes can be made on time. This feedback will help in
highlighting any kinds of issues that might be faced by excellence college in future. These feedbacks
will be further discussed with Head of Academics so that clear problems can be identified.
Regards,
XYZ,
General Manager
Excellence College
Email to Client Manager at Fast IT Solutions
Write your answer here
To Client Manager,
Fast IT Solutions,
Dear Sir,
This is to inform you that contract between Fast IT Solutions and Excellence College has been
prepared. Copy of the contract has been attached below for review. This Contract is quite
important to be reviewed as this contract includes all kinds of terms and conditions and benefits
for both the parties. This contract will help Fast IT solutions enhance their brand name and
enhance their organization’s name and popularity. It will also Fast IT solutions to bring
improvement within their services. Kindly review the contract within the specified deadline and

provide feedback for the same so that any kind of required changes can be made on time. This
feedback will help in highlighting any kinds of issues that might be faced by Fast IT solutions in
future. These feedbacks will be further discussed in a meeting so that clear problems can be
identified. It will further help in identifying solution to these problems which will be beneficial for
both Fast IT solutions and Excellence college.
Regards,
XYZ,
General Manager
Excellence College
B4. The CEO at Excellence College has reviewed your proposed contract. They have mentioned to
you that the Head of Academics has concerns about the arrangement and would like you to look
into these as a matter of urgency.
NOTE: Before answering Questions B4 & B5, ensure you have read the “negotiation scenario”
outlined in the “ICTICT602 Case study information” provided on Moodle.
Set up a meeting with the Head of Academics at Excellence College as role played by another
student in your unit. Use the meeting to discuss and clarify potential problems and
misunderstandings with the new outsourcing arrangement.
After the meeting, record notes of the problems and misunderstandings discussed.
Answer in 75-150 words.
Meeting notes
Write your answer here
There are various kinds of problems or misunderstandings that can be faced by Excellence college
because of this IT outsourcing solutions such as: First problem is related to working in business
days. According to Head of Academics all kinds of issues should be resolved within both business
and non-business days. Other than this resolving network issues days should be reduced to 3 days
instead of 5 days that too in business and non-business days. Another issue is related to response
time as outsourcing IT arrangements can result in delay in resolving IT issues or problems. There is
one more problem that can arise in future is that fast turnarounds will be needed in the week prior

to, and the first week of each semester.
B5.
THE SCENARIO:
Now you have gained feedback on misunderstandings relating to Excellence College’s new
outsourcing contract, it’s time to undertake negotiations. Set up a meeting with:
 You, acting as the General Manager at Excellence College
 The Client Manager at Fast IT Solutions, as role played by another student in your unit
 An IT Technical Specialist at Fast IT Solutions, as role played by another student in your unit
NOTE: Your Trainer & Assessor will also observe this meeting.
WHAT YOU NEED TO DO BEFORE YOUR MEETING:
Organise a day and time for your meeting, in line with the availability of other students in your unit
as well as your Trainer & Assessor. This meeting should take no more than 10 minutes.
You are required to lead the meeting. Ensure you have prepared for the meeting by reading the
“negotiation scenario” outlined in the “ICTICT602 Case study information” provided on Moodle.
WHAT YOU NEED TO DO DURING YOUR MEETING:
Use the meeting to:
 Discuss the problems raised by the Head of Academics in the previous question (Task B,
Question B4)
 Facilitate negotiations on the price and included services of the new contract
 Resolve any outstanding problems and misunderstandings
Ensure you take note of what you discuss during the meeting.
WHAT YOU NEED TO DO AFTER YOUR MEETING:
Record notes of what was negotiated during your meeting, including the outcomes reached.
Answer in 75-150 words.

Meeting notes
Write your answer here
Slow network issues can be resolved within 2 business days but including non-business days in it is
not possible. But reducing 5 to 2 working days can resolve the problem. All the issues can be
classified as high, medium and low priority and all kinds of high and medium priority solutions can
be resolved within non-business days. Both the services will be provided to the Excellence college
free of cost. All kinds of high priority issues will be resolved within specified working days as soon
as possible.
B6. The CEO of Excellence College would like an update on the negotiations with Fast IT Services.
Set up a meeting with the CEO, as role played by another student in your unit. Use the meeting to
provide an overview of the negotiation undertaken, then secure the CEO’s agreement for the
negotiation outcomes achieved.
After the meeting, prepare an email to the CEO that summarises what you discussed, including the
agreement reached.
Answer in 100-200 words.
Email to CEO
Write your answer here
To CEO,
Excellence College,
Dear Laura Wang,
This is to inform you that as per the meeting discussion, following things have been summarized
that can help in understanding the negotiation between Excellence college and Fast IT solutions
contract. All kinds of issues will be classified within High, medium and low priority. All the low
priority issues will be resolved within specified business data whereas all the medium and high
priority issues will be resolved as soon as possible within business and non-business days. Network
issue will be resolved within 2 business days but this would not be addressed in non-business days.
These negotiations will help in resolving all the problems or misunderstanding related to College’s

new outsourcing contract.
Regards,
XYZ,
General Manager
Excellence College
C. Task C – Monitor contract
Task C instructions
The contract between Excellence College and Fast IT Solutions was implemented 3 months ago.
You are required to monitor the implementation of this contract and take action to address
unsatisfactory performance when required.
Read the case study document provided on Moodle called “ICTICT602 Case study information”, then
answer the following questions.
C1. Review the performance of Fast IT Solutions against the requirements of its contractual
obligations outlined below. Then describe what Excellence College’s desired level of quality is, and
if this is being maintained.
NOTE: Before answering Question C1, ensure you have read the “3-month performance results”
outlined in the “ICTICT602 Case study information” provided on Moodle.
Answer in 100-200 words.
Request type Request service
benchmark
Number of requests
that met the benchmark
Number of requests that
didn’t meet the benchmark
Hardware issues Within 2 business days Number of requests
that met in 1.
Number of requests that
did not meet in 3days.

New software
installation
Within 5 business days Number of requests
that met is 0.
Number of requests that
did not meet in 3 days.
Software
updates
Within one business
day
Number of requests
that met in 3.
Number of requests that
did not met in 7 days.
Slow network
issues
Within 2 business days Number of requests
that met in 3days.
Number of requests that
did not met in 2 days.
Lack of internet
connection
Within 3 hours Number of requests
that met in 3days.
Number of requests that
did not met in 0 days.
Computer
viruses
Within 3 hours Number of requests
that met in 3days.
Number of requests that
did not met in 0 days.
Website
updates
Within 5 business days Number of requests
that met in 0 days
Number of requests that
did not met in 1 days
Excellence College’s desired level of quality, and if this is being maintained
Write your answer here
Excellence College’s can be increased the desired level of quality and maintained overall
Information technology services. The primary aim is to be leading the vocational education
provider that oversea student in area of digital technologies and business. It always tries to
improve the entire process while leading-edge training informed by industry practice. After
contracting with IT solution provider to maintain the hardware issues, software upgrade, improve
internet connection and update official website on regular basis. These are different actions
performed within excellence college that should be maintained in proper manner. If it is being
implementation of various approaches in the addressed various issues and problem. Afterwards, it
has examined three months since contract commenced for information communication technology
services between Fast IT solutions and Excellence college. It can be determined the response
framework for different request types where college has been agreed with the benchmark.
Therefore, it should be maintained the specific level of quality desired through IT solutions.

C2. Review the survey results on IT outsourcing satisfaction outlined in the “ICTICT602 Case study
information” document provided on Moodle.
Then set up a meeting with the Head of Academics, as role played by another student in your unit,
to further discuss these results.
Use the meeting to:
 Gain insights into how satisfied Excellence College is the IT arrangement with Fast IT
Solutions
 Discuss any instances where the Head of Academics feels Fast IT Solutions may not be
meeting its contractual obligations
 Identify actions that could be taken to address unsatisfactory performance
After the meeting, record notes of what was discussed. Also outline your understanding of how
satisfied Excellence College is with the services provided by Fast IT Solutions.
NOTE: Refer to the “ICTICT602 Case study information” document provided on Moodle to inform your
answer. Answer in 75-150 words.
Meeting notes
Write your answer here
The Excellence college has been organized the survey and identify the feedback on the overall
performance of fast IT solution. In this way, it has addressed the response of people where identify
that how many respondents agree on the concept of IT services. As per results, it can review the
survey observation and conduct the questions in regards of Information technology that support to
excellence college from Fast IT solutions. Afterwards, it has planned to set up meeting with head of
Academics and discus about the survey response. As per discussion, it has summarised about the
role of Fast IT solutions which provide the better IT services to Excellence college. It can be
determined that maximum responses are positive and respondent happy with the IT services within
education industry.
The Fast IT solutions deals with the hardware issues and software update in easily because it can
control entire system processing. As per response, it can be identified that maximum respondents
shows positive response and use in the education sector. Through survey, it quickly satisfied with
fast IT solutions that responded to urgent requests for Excellence college. Maximum respondents
agree with concept where they can implement information technology service in the education to

meet business requirements.
On the other hand, it has been addressed the feedback on the excellence college and Fast IT
solutions where it takes too long to update and maintain the website. It also installed the new
software programs to enhance student learning within 8 months. The discussion has provided the
brief idea about the response where how contract between FAST IT solution and Excellence
college. In this way, it can be maintained the IT solution for increasing the efficiency and
performance IT services where student will check availability of various learning platforms. During
meeting, it will discuss about contractual obligations that help to maintain the coordination
between college and IT solution provider.
C3. Read the scenario provided below, then answer the following question.
The scenario:
The Head of Academics at Excellence College requested Fast IT Solutions to install two new
software programs - “Project Libre” and “IO draw”. The Head of Academics requested these
programs be installed in rooms 205, 206 and 207 before the start of term 2.
Fast IT Solutions did not install the required software before the start of term 2. This caused
issues with assessment submissions as students could not complete their assessment on time.
Describe the issue experienced by Excellence College and explain how it relates to their contracted
Service Level Agreement with Fast IT Solutions. Outline two or more actions you will take to
address and resolve this issue.
NOTE: Refer to the “ICTICT602 Case study information” document provided on Moodle to inform your
answer. Answer in 150-300 words.
Write your answer here
As per scenario, it can be determined that there are lot of issues and problems faced by Head of
Academics at Excellence College. In this way, they are requested to Fast IT solution for installation of
new software that should control and maintain overall system processing effectively. It is considered
as a primary aim of excellence college is to install software and upgrade system so that they can easily
detect any type of software issues, errors and bugs. It supports the business goals and objectives of

excellence college. It may include for reducing the price or cost of ICT while improve technological
expertise. Sometimes, it is related to the Service Level Agreement with Fast IT Solutions because
client manager would like see high cost as possible to secure one -year contract. In order to meet the
business performance but manager see highest price. It is willing to include extra ICT services and
increase price for contract. In this way, Excellence college has experienced the issues in context of
service agreement. Furthermore, it will be investing After meeting with academic head is to
determine the different actions for completing hardware and software upgradation on specific
deadline. It also focused on the response timeframe for request types that have been agreed by
Excellence colleges. Different benchmarks will help to maintain level of quality by Fast IT solution.
On the other hand, it will arise issue when service level agreement is not validated from particular
date and reviewed at the per years. In this way, it will effect on the different parties and stakeholders.

D. Task D – Develop recommendations
Task D instructions
The contract between Excellence College and Fast IT Solutions was implemented 3 months ago.
You now need to develop recommendations for improving the contract Excellence College has with
Fast IT Solutions and provide these recommendations to Excellence College’s CEO.
Read the case study document provided on Moodle called “ICTICT602 Case study information”, then
answer the following questions.
D1. Develop a set of recommendations for modifying and enhancing Excellence College’s Service
Level Agreement with Fast IT Solutions. Ensure your recommendations:
 Use the report structure provided below
 Are written in a format suitable for the CEO of Excellence College
 Provide an overview of Fast IT Solutions’ current performance
 Outline at least three recommendations
 Propose at least two actions for implementing these recommendations
NOTE: Refer to the “ICTICT602 Case study information” document provided on Moodle to inform your
answer. Answer in 250-500 words.
Introduction
Instructions: Provide an overview of the current contractual performance between Excellence College
and Fast IT Solutions. Also describe the purpose of these recommendations.
Write your answer here
The current contractual performance between Fast IT solutions and Excellence college has been
determined, where Excellence college concerned about ICT outsourcing and improved additional
support with IT fast solutions. As per response, it has been addressed the slow network issues and
problems within education system. In order to performance, client manager within IT fast solution
cannot let one year contract less than $80,000 and it only see the price set at $100,000. It should
maintain the level of quality for providing the best IT services but increasing the contract price.
Sometimes, it directly impacts on the service agreement contracts.

Recommendations
Instructions: Outline at least three recommendations for how Excellence College can improve its SLA
with Fast IT Solutions.
Write your answer here
There are three recommendations for how Excellence college can easily improve its Service level
agreement with Fast IT solutions.
 It has recommended that takes too long to update website so as require to make changes in
Fast IT solution for increasing performance and efficiency. It will design the specific schedule
to complete task within deadline. In this way, it will quickly deal with IT service to enhance
student learning capabilities.
 It should require to supports priority requests from Excellence college in terms of IT solution.
It will recommend to address contractual issues by using an effective service agreement
contract.
 It has recommended to calculate the overall cost of technology resources which provide
better view of academic excellence head towards the price controlling and improving the
technological expertise. In order to compensate for high price of contracts with Fast IT
solution.
Next steps
Instructions: Propose at least two actions for implementing your recommendations.
Write your answer here
 In above recommendations, it will propose the action on the update website for identifying all
essential technological resources, software and hardware. It helps for improving overall business
capabilities in terms of IT services.
 On the other hand, it also proposed the action when identifying issues in terms of Service
agreement contract. Fast IT solution offers the level of quality but not consider the contract price.
It can be increased as per demand. In this way, it will propose the action to set up timeframes for
outsourcing and used as an effective solution. It is helpful for maintaining long term service
agreement between excellence college with Fast IT solutions.
D2. You now need to supply your recommendations for improving Excellence College’s SLA to the
college’s CEO for approval.

Set up a meeting with the CEO of Excellence College, as role played by another student in your unit.
Use the meeting the outline your recommendations and gain the CEO’s approval.
After the meeting, prepare an email to the CEO of Excellence College that:
 Provides a copy of your recommendations
 Summarises what you discussed, including the approval received
Answer in 100-200 words.
Email to the CEO of Excellence College
Write your answer here
For execution plan, it will require for taken approval from CEO and send a mail to mention all
necessary requirement for excellence college improvement. It also considered the suitable
recommendation where how it will improve overall performance of IT system from Fast IT
solutions. It is important for further expansion that require to provide correct recommendation
copy to CEO so that they can easily satisfy with proposal and agreed to implement IT solutions in
education learning business enhancement within global marketplace.
TO CEO
Excellence College,
Dear Laura Wang,
From above discussion, I would like to give the summarised detailed about numerous
recommendations for improving Excellence College’s Service Level Agreement and also taken
approval from CEO. I would like to present the various condition and situation within excellence
college related learning through IT solution. It provides brief idea that how it will improve the learning
facilities for student by using IT services. Excellence college would like to enhance learning capabilities
that can be possible to implement new insight in the learning. Afterwards, Excellence college manager
has decided to contract with Fast IT solution for one-year service agreement. In this way, Fast IT
solution provider should maintain the quality of services and provide an efficient learning experience
for student within college.
Furthermore, I have been shown the original overall cost of technology resources which provide
better view of academic excellence head towards the price controlling and improving the

technological expertise. In order to compensate for high price of contracts with Fast IT solution. The
service level agreement must ensure that significant commitments and elements that provide
consistent IT service support and deliver to student. I would like to give you service agreement details
in terms of service scope, customer requirements and service assumptions.
As per request, I would like to provide an approval after checking information about the
recommendation copy.
Thank you
Head of Academics
References
Cho, H.P., and et.al., 2018. Patent analysis for forecasting promising technology in high-rise building
construction. Technological Forecasting and Social Change. 128. pp.144-153.
Garusinghe, A.I., Perera, I. and Meedeniya, D., 2017. Service oriented product lines-managed service
level agreements for better quality of service. ICTer. 10(2).
Hofmann, E., Brunner, J.H. and Holschbach, E., 2019. Research in business service purchasing: current
status and directions for the future. Management Review Quarterly. pp.1-40.
Irshad, M., Petersen, K. and Poulding, S., 2018. A systematic literature review of software
requirements reuse approaches. Information and Software Technology. 93. pp.223-245.
Lee, S.M., Park, S. and Park, Y.B., 2019, January. Formal Specification Technique in Smart Contract
Verification. In 2019 International Conference on Platform Technology and Service (PlatCon)
(pp. 1-4). IEEE.
Luo, T., Wu, C. and Duan, L., 2018. Fishbone diagram and risk matrix analysis method and its
application in safety assessment of natural gas spherical tank. Journal of Cleaner Production.
174. pp.296-304.
Sabir, M., Ali, Y. and Muhammad, N., 2018. Forecasting incidence of dengue and selecting best
method for prevention. JPMA. The Journal of the Pakistan Medical Association. 68(9).
pp.1383-1386.

4. Student Self Checklist
A. Student Self Checklist for Tasks A - D
Candidate name:
Unit of Competency: ICTICT602 Develop contracts and manage contracted performance
Instructions:
Place a tick ‘✓ ’ in the Yes (“Y”) column for each question you have completed all parts for.
Task A - Demonstrate contractual knowledge
Did you: Y
✓
A1: Describe the fishbone analysis technique? Then explain how this approach can:
 Be used to analyse technical problems?
 Take into account organisational values and the purpose of ICT contracts?
✓
A2: Describe one or more planning approaches for identifying management
requirements of an ICT contract? Then explain how this approach can take into account
organisational values and the purpose of the contract?
✓
A3: Explain what the weightage average method is and how it can be used to evaluate
ICT vendors? ✓
A4: Explain at least one method you can use to forecast new technology trends in cloud
computing? ✓
A5: Identify two or more ICT contracting requirements relating to intellectual property
and discuss why they are important? ✓
A6: Explain the following methods for purchasing ICT equipment and services:
 Negotiating extensive client support contracts?
 Outsourcing development?
 Using pay as you go cloud computing?
 Software subscriptions?
 Outright purchases?
✓
A7: Identify two or more industry standards for ICT service and product agreements,
then describe what these standards are? ✓
Task B - Establish contract

Did you:
Y
✓
B1: Set up a meeting with the CEO of Excellence College, as role played by another
student in your unit? Use the meeting to discuss the in scope and out of scope
requirements of the new contract?
After the meeting:
 Record notes of what was discussed?
 Outline 5 or more in scope requirements of the contract?
 Outline 3 or more out of scope requirements of the contract?
✓
B2: Develop a contract to be used between Fast IT Solutions and Excellence College for
the college’s IT outsourcing arrangement? Ensure this contract includes all in scope
requirements you identified in the previous question (Task B, Question B1)?
Use the template “ICTICT602 Service Level Agreement Template” provided on Moodle
to create your contract?
Save the contract as “ICTICT602 Service Level Agreement – Your Name”, replacing “Your
Name” with your first and last names?
Ensure you upload this document as part of your assessment submission?
✓
B3: In the space provided, prepare two emails – one for the Client Manager at Fast IT
Solutions and one for the CEO of Excellence College – which provide a copy of the
prepared contract to review?
In each email, remember to emphasise the benefits of the new contract to each party?
Also set an appropriate deadline for reviewing and providing feedback on the contract?
✓
B4: Set up a meeting with the Head of Academics at Excellence College as role played by
another student in your unit?
Use the meeting to discuss and clarify potential problems and misunderstandings with
the new outsourcing arrangement?
After the meeting, record notes of the problems and misunderstandings discussed?
✓
B5: Set up a meeting with:
 You, acting as the General Manager at Excellence College?
 The Client Manager at Fast IT Solutions, as role played by another student in
your unit?
 The IT Technical Specialist at Fast IT Solutions, as role played by another
student in your unit?
Use the meeting to:
 Discuss the problems raised by the Head of Academics in the previous question
(Task B, Question B4)?
✓

 Facilitate negotiations on the price and included services of the new contract?
 Resolve any outstanding problems and misunderstandings?
After the meeting, record notes of what was negotiated, including the outcomes
reached?
B6: Set up a meeting with the CEO, as role played by another student in your unit? Use
the meeting to provide an overview of the negotiation undertaken, then secure the
CEO’s agreement for the negotiation outcomes achieved?
After the meeting, prepare an email to the CEO that summarises what you discussed,
including the agreement reached?
✓
Task C - Monitor contract
Did you: Y
✓
C1: Review the performance of Fast IT Solutions against the requirements of its
contractual obligations? Then describe what Excellence College’s desired level of quality
is, and if this is being maintained?
✓
C2: Set up a meeting with the Head of Academics, as role played by another student in
your unit?
Use the meeting to:
 Gain insights into how satisfied Excellence College is the IT arrangement with
Fast IT Solutions?
 Discuss any instances where the Head of Academics feels Fast IT Solutions may
not be meeting its contractual obligations?
 Identify actions that could be taken to address unsatisfactory performance?
After the meeting, record notes of what was discussed? Also outline your understanding
of how satisfied Excellence College is with the services provided by Fast IT Solutions?
✓
C3: Read the provided scenario?
Describe the issue experienced by Excellence College and explain how it relates to their
contracted Service Level Agreement with Fast IT Solutions? Outline two or more actions
you will take to address and resolve this issue?
✓
Task D - Develop recommendations
Did you: Y
✓
D1: Develop a set of recommendations for modifying and enhancing Excellence
College’s Service Level Agreement with Fast IT Solutions? Ensure the recommendations:
✓

 Use the report structure provided?
 Are written in a format suitable for the CEO of Excellence College?
 Provide an overview of Fast IT Solutions’ current performance?
 Outline at least three recommendations?
 Propose at least two actions for implementing these recommendations?
D2: Set up a meeting with the CEO of Excellence College, as role played by another
student in your unit?
Use the meeting the outline your recommendations for improving the SLA between
Excellence College and Fast IT Solutions, and gain the CEO’s approval?
After the meeting, prepare an email to the CEO of Excellence College that:
 Provides a copy of your recommendations?
 Summarises what you discussed, including the approval received?
✓