BSBWRT301 Write Simple Documents: IT Biz Solutions Project Report

This document presents a comprehensive project focusing on IT Biz Solutions, encompassing a draft proposal, final proposal, service level agreement (SLA), client survey, and progress report. The initial proposal outlines IT Biz Solutions' services for Grow Management Consultants, addressing their needs for improved marketing, communication, and IT infrastructure. The final proposal refines these services, focusing on website development, managed email service, and staff training, with associated costs and timelines. The SLA details IT Biz Solutions' commitment to politeness, responsiveness, and confidentiality. A client survey gauges satisfaction with the services, and the progress report assesses the project's status, challenges, and solutions. This project provides a detailed overview of IT service management and client engagement, and Desklib provides access to similar solved assignments and study tools for students.

CONTENTS
Section 1: Draft Proposal Template...................................................................................................3
Section 2: Final Proposal................................................................................................................... 5
Section 3: Service Level Agreement..................................................................................................7
Section 4: Survey.............................................................................................................................. 8
Section 5: Progress Report................................................................................................................ 9
Section 6: Updated Proposal and Service Level Agreement...........................................................10

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Student name & ID:
Assessor:
Date:
Business this assessment
is based on:
Documentation reviewed
as part of this
assessment:

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Section 1: Draft Proposal Template
Document your draft proposal here using the template. Use diagrams and flow charts as relevant to
assist with understanding the proposal.
Client Proposal
Include the name of the
business for this
proposal
The name of our business is IT Biz solution which is an
organisation offering range of Information & communication
Technology services to all different types, sizes of businesses.
Background
Provide a background for
the client i.e. the
products and service
they provide and their
service standards,
values and culture.
Research and document.
trends relating to the
client’s business.
The business of the client is “Grow Management Consultants”
which is engaged in mentoring training, coaching, management
program evaluation, management consultation, leading best
practices etc.
The values and cultures of client consists Innovation, reliability,
respect, Quality etc. these components are being practises by
the client (Richardson, 2020)
The key service standards are as-
 Responding to all enquiries within three days of work.
 Providing agreed services on the agreed time frame.
 Keeping friendly and professional behaviour with
stakeholders.
As the study carried out by “SAL” found that there is need to
make changes in the business due to prevailing market
circumstances. Australian economy is now going with faster
growth of last 25 years. Sluggish productivity, growth of
employment etc. are leading to bring changes by such
organisations (Witzleb, 2018)
Client needs
Outline the client’s needs
as per the information
provided/that you can
access.
The client is having some needs such as it wants to hike its
marketing and advertising.
Improvement of services it is providing to its customers.
Keeping higher level of communication.
Improvement of communication channels.
Wants strong market campaigns so can soar its targeted growth.

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Offering better and attention grabbing fee structures etc.
So these all are some key needs at the same time some other
needs such as the client is having concern about its electronic
communication services which are not going well. At the same
time the staff of the organisation is also not having great
expertise so these all areas are having need to be taken into
consideration.
Service level agreements
Describe service level
agreements currently in
place.
Being an organisation engaged in consultancy business so
having severe need to install better accounting and information
services. With this regard the organisation is now using Xero for
accounting needs.
At the same time, it is using Office Galaxy for hardware services.
The service level agreement is being practised by the
organisation and it would be lasted for another year too. It is
going to get renewed or may get replaced.
Services offered
Describe the services
sought by the client.
Identify any additional
services that you
consider could benefit
the client
These are the offered services to the client-
Management of IT services so can solve its IT related issues.
Here some key perils such as Data loss, fire and flood damage
on IT equipment, data theft, crashing of system, virus attack,
email not working will be addressed.
Management of workstations, here reduction of downtime, hiking
system performance, automatic upgrades etc.
Hardware sales and maintenance.
Email management services.
Security services (Hidalgo and Herrera, 2020)
Digital marketing services.
Website designing.
Then providing training to the employees of client.
Cost
Document the proposed
cost for the services
required by the client.
Make sure you refer to
current fee information to
develop costings.
Management of IT services- $500 (costs are per month)
Continuous management- $750
Management of workstations- $150
Sales of hardware- $200
Email management services- $1600

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Staff training services- $200
Security management- $83.33
Digital marketing- $54000
Website construction- $5000
Complex construction of websites- $10000
Website maintenance- $400
Staff training- $54000
Total monthly cost- $126883.33
Timelines
Document the timelines
for the services required
by the client.
1w
eek
2 3 4 5 6 7 8 9 1
0
11 12 1
3
Management of IT
services
Continuous
management
Management of
workstations
Sales of hardware
Email
management
services
Staff training
services
Security
management
Digital marketing
Website
construction
Complex

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construction of
websites
Website
maintenance
Staff training

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Section 2: Final Proposal
Document your final proposal here using the template. Highlight the main areas of change from the
draft proposal so it can be seen what changes were made.
Client Proposal
Include the name of the
business for this
proposal
Our business name is IT Biz which is engaged in IT service
rendering business and providing its services to all types of
entities.
Background
Provide a background for
the client i.e. the
products and service
they provide and their
service standards,
values and culture.
Research and document.
trends relating to the
client’s business.
The name of client's business is “Grow Management
Consultants”.
It is providing coaching, mentoring, training and program
evaluation etc. types of services (Cieślik, 2020)
The values are innovation, respect, higher quality and reliability.
Service standards are in three working days responding to
enquiries. Providing timely services, professional behaviour etc.
The market trends are looking quite vibrant and are leading it to
bring some changes in order to be competitive and lucrative in
the market.
Client needs
Outline the client’s
needs.
Form the evaluation it was finally found that the client is looking for
three main services such as Website development, Managed Email
Service, Staff website training.
Service level agreements
Describe service level
agreements currently in
place.
At present, it is using Xero for having accounting services and for some
other hardware related services the organization is acquiring it from
Office Galaxy.
It can either get the agreement renewed, or may replace it.
Services offered
Describe the services
sought by the client.
Identify any additional
services that you
consider could benefit
the client
On the basis of the needs of the organization and after making some
retinal changes in the proposed draft the business is suggested three
main services-
 Website development
 Managed Email Service
 Staff website training
at the same time the company is also recommended on the basis of our
best knowledge to abide with our data protection service which would

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be making it thrive. At present one of the biggest demon for such
organization is keeping their data safe so can hike overall reliability.
Cost
Document the final
agreed costs for the
services required by the
client.
Make sure you include
final costs as discussed
at the meeting.
The cost would be as- (for per month)
 Website development- $5000
 Managed Email Service- $1600
 Staff website training- $54000
So the total cost per month would be $60600.
If it is supposed that the client is giving us pre approval, then would get
10% discount so the cost would be $54540.
But for getting this discount as disused the client is supposed to fulfil
both conditions.
Cost
Document the proposed
cost for the services
required by the client.
Make sure you refer to
current fee information to
develop costings.
Management of IT services- $500 (costs are for per month)
Continuous management- $750
Complex construction of website- $10000
Website maintenance- $400
Management of workstations- $150
Sales of hardware- $200
Digital marketing- $54000
Website construction- $5000
Email management service- $1600
Staff training service- $200
Security management- $83.33
Staff training- $54000
Total monthly cost to the client- $126883.33
Here, it is essential to mention that the discount would be made
available if both suggested terms are being fulfilled.
Timelines
Document the final
timelines agreed for the
services required by the
client.

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W
e
e
k
1
W
e
ek
2
W
e
ek
3
W
e
ek
4
W
e
ek
5
W
e
ek
6
Website
development
Staff website
training
Managed Email
Service

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Section 3: Service Level Agreement
The Service level Agreement should be developed using the Service Level Agreement Template or
your business’ own template. Include your final SLA for the client below.
IT Biz Solutions
Maintenance and Service Level Agreement
Policy:
IT Biz is committed-
Politeness, responsiveness, understanding, keeping transparency, Confidentiality, Professionalism
etc.
General principles:
Aware staff, all time attentiveness, listen to our client, responding to them timely, making great efforts
etc.
Management of Telephone Enquiries:
Warm and slow, clear speaking, positive and always helpful approach, giving clear advice to our
clients etc.
Management of Written enquiries:
Would be on only working days, would mail within only three working days etc. (Lange, Pohl and
Santarius, 2020)
Emails management:
All key dimensions such as spelling checking, body concise, relevancy etc. are to be checked.
Development of Business Proposal:
Service Level Agreements are to be prepared by taking proper template, all the changes would be
inculcated in updated version only.
Dealing with difficult customers:
Active and calm staff would be carrying out the course of actions, they will be empathetic, and
apologise if have such circumstances, the wish and needs of customers would always be given
priority.
Confidentiality:
Privacy act 1998 would be followed, in order to keep the information in safe hands (Salman, et al.
2018)
Good ability with respect to Complaints and feedbacks:
in three working days all the feedbacks would be taken into consideration.

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BSBWRT301 Write simple documents Trainer Guide
Section 4: Survey
Survey
Document your survey
here.
Include at least five
questions that can easily
be answered to assist
with clients completing
the survey.
Your questions should
focus on how the
proposal can be
improved.
You should also attach
your survey tool e.g. a
screenshot, a link to the
survey.
Question-1 Are you satisfied with
the services of our organization?
Very satisfied
satisfied
Neutral
not satisfied
highly dissatisfied
Question-2 How would you rate
the quality of the services we are
providing to you?
Very good
Good
Average
Below average
Bad
Question-3 How responsive have
we been to your questions or
issues?
Very responsive
Average responsive
Not responsive
Question-4 How would you rate
the support you have received?
Very good
Good
Average
Below average
Bad
Question-5 How likely would you
be to recommend our services to
others?
Very likely

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likely
Average
Below average
Bad
Attach: Survey tool or link ☐

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Section 5: Progress Report
Progress Report
Include a project
progress report here.
Include full details of the
project’s progress,
issues and solutions to
deal with issues.
Also summarise the
feedback you received
on your proposal.
Include the response to
your survey.
The work on this project started 2
weeks ago and now it is being
carried out.
It was found that the website is
working well, all key aspects
such as home page, collating
information are working good.
The administration of the
organization is also looking quite
satisfactory, so it seems to be
well organized.
There has been a bit issue of
giving long hours on the training
of the staff, and they are now
performing on their merit yet it
cannot be said with full
responsibility that they would
bring sufficed as expected.
The current status is looking in
favour and the project would be
working on its full capacity very
soon.
Due to extra work they may get
resent so it is the issue. So the
solution of the perils is that the
staff is needed to perceive it as
their self-development and
further, they may be offered
better working situations so can
eradicate the issue.
With respect to the proposal the
positive feedbacks came which
reflected that the organization is
abiding with good quality of
proposal.
At the same time the staff is also
needed to get unburdened so for
fulfilment of this aim they must be
given some free time to get

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reenergized.
It issues came while website
maintenance. So here, it is
suggested that the idea of
training should be abandon since
the employees are now facing
quite burden, so they may be put
on ease (Rashid and Chaturvedi,
2019)
Client has sent their feedbacks
as a part of survey-
Question-1 Do you feel satisfied
with the services of our
organization?
Very Satisfied
Question-2 How would you rate
the quality of our service?
Very good
Question-3 How responsive have
we been to your questions or
issues?
Very responsive
Question-4 How would you rate
the support you have received?
Very good
Question-5 How likely are you be
to recommend our services to
others?
Highly Likely
Attach: Completed survey tool (by client) ☐

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Section 6: Updated Proposal and Service
Level Agreement
Include an updated proposal and SLA here. Ensure you include a version number to show that this
is an updated version. Highlight changes you have made.
Updated proposal-
Client Proposal IT Biz is the name of our business.
It is providing ICT related services.
Background “Grow Management Consultants” is the
business of client (Miles and Boden, 2019)
Having innovation, quality, reliability and
respect as key values and cultures.
Client needs The client has expressed its three main
needs or three services it wants to grab
form the organization.
 Website development
 Managed Email Service
 Staff website training
But with this regard, the client is having an issue
pertaining to hours long training sessions.
Which are affecting the performance and skills
of employees.
While carrying out the proposed services it was
found that the client had short of issues with
training sessions so appropriate actions are
needed.
Service level agreements(SLA) Earlier the entity was using Xero for
accounting services and Office Galaxy for
hardware purchase and maintains.
It would be using services such as Email
management, Staff website training and
website development of its organization.
Services offered As by perceiving the needs of the client,
these three services are being offered to
him for fulfilment of its organizational aims.
 Website development
 Managed Email Service

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 Staff website training
Cost The client has been suggested the best
cost structure, which would be quite
rationale for him.
 Website development- $5000
 Managed Email Service- $1600
 Staff website training- $54000
The overall cost per month would be around
$60600. And if the all conditions are being
fulfilled then would be entitled to get discount of
10%. Then the cost is supposed to be $54540.
The client has shown its issues with training
since it is becoming quite cumbersome for its
employees so if it asks to reduce training then
as decided for per hour $75 would be charged.
Updated Service Level Agreements-
Policy:
Along with politeness, responsiveness, confidentiality, professionalism, transparency the
organization is having need to install flexibility. As the issue was shared with respect to training so
there is need to make changes.
General principles:
The general principles are seemingly in favour of the organization so it may go with the same.
Management with respect of Telephone Enquiries:
It is clear, positive and helpful, so it can add new dimension, the employees should also be given
access
Management of the Written enquiries:
the three working day policy may get shuffled.
Emails management:
Key components such as body would be kept concise, spelling are to be checked, and other areas
would be given priority.
Development of the Business Proposal:
As it has been seen by making survey that the feedbacks were looking positive yet some
favourable changes are to be made so can pave way for better outcomes (Hadley and McGrath,
2021)
Dealing with sophisticated customers:
The organization is paying deep focus when it comes to satisfy some difficult customers.

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Confidentiality:
Privacy act 1998 is being taken into consideration, but for better outcomes and for expanding
operations the organization is supposed to abide with global laws.
Good ability with regard to Complaints and feedbacks:
At present the organization is giving general focus but there is need to install a new mechanism
which can lead it to know the issues of employees or staff it is giving training.
References
Richardson, M., 2020. Privacy and the law-introduction. AUSTRALIAN LAW
JOURNAL, 94(10). pp.727-729.
Witzleb, N., 2018. Determinations Under the Privacy Act 1988 (Cth) as a Privacy
Remedy. Remedies for Breach of Privacy (Oxford, Hart Publishing, 2018),
Monash University Faculty of Law Legal Studies Research Paper, (3189397).
Hidalgo, A. and Herrera, R., 2020. Innovation management and co-creation in KIBs: An
approach to the ICT services sector. Technological Forecasting and Social
Change, 161. p.120278.
Cieślik, E., 2020. Cross-Sectoral Inter-Country Linkages under the Belt and Road
Initiative: Chinese ICT Services Value Added Inflows to Manufacturing
Exports in the New Eurasian Land Bridge Economies. Sustainability, 12(20).
p.8675.
Lange, S., Pohl, J. and Santarius, T., 2020. Digitalization and energy consumption. Does
ICT reduce energy demand?. Ecological Economics, 176. p.106760.
Salman, T., et al. 2018. Security services using blockchains: A state of the art
survey. IEEE Communications Surveys & Tutorials, 21(1). pp.858-880.
Rashid, A. and Chaturvedi, A., 2019. Cloud computing characteristics and services: a
brief review. International Journal of Computer Sciences and
Engineering, 7(2). pp.421-426.
Miles, I. and Boden, M., 2019. Introduction: Are services special?. In Services and the
knowledge-based economy (pp. 1-20). Routledge.
Hadley, R. and McGrath, M., 2021. When social services are local: The Normanton
experience. Routledge.

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