ICTICT602 Develop Contracts and Manage Performance Project

This project centers around the development and management of a Service Level Agreement (SLA) for a website development project. The student, acting as the ICT Manager of Grow Management Consultants, is tasked with negotiating a contract with IT Biz Solutions. The assignment requires the student to meet with the CEO to define the contract's scope, develop a draft SLA, send it to the vendor and the CEO for review, and then revise the SLA based on feedback. The student demonstrates effective communication skills, including clear speaking, non-verbal communication, active listening, and questioning. The project involves creating and modifying the contract, specifically addressing charge review, agreement start and end dates, and signatures. The student sends emails to both the vendor and the CEO throughout the process, documenting the communication and revisions made to the contract. The final SLA document is revised based on the feedbacks and the document is submitted for assessment.

Strathfield College
RTO Number: 91223
Student Assessment Task 2
ICTICT602 Develop Contracts and Manage Contracted
Performance

ICTICT602 Develop contracts and manage contracted performance Student Assessment Task 2
Assessment Task 2 Cover Sheet
Student Declaration
To be filled out and submitted with assessment responses
 I declare that this task is all my own work and I have not cheated or plagiarised the work or colluded
with any other student(s).
 I understand that if I am found to have plagiarised, cheated or colluded, action will be taken against me
according to the process explained to me.
 I have correctly referenced all resources and reference texts throughout these assessment tasks.
Student name
Student ID number
Student signature
Date
Assessor declaration
 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 name
Assessor signature
Date
Assessment outcome S NS DNS Resubmission Y N
Feedback
Student result response
 My performance in this assessment task has been discussed and explained to me.
 I would like to appeal this assessment decision.
Student signature
Date
A copy of this page must be supplied to the office and kept in the student’s file with the evidence.
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ICTICT602 Develop contracts and manage contracted performance Student Assessment Task 2
Assessment Task 2: Contract development project
Task summary
Students are required to develop a Service Level Agreement contract between a case study company that
they are working for, and a vendor who will be supplying ICT services.
This assessment is to be completed in the simulated work environment in the RTO.
Required
 Access to textbooks and other learning materials
 Computer with Microsoft Office and internet access
 Grow Management Consultants Company Information
 Grow Management Consultants Strategic Plan
 IT Biz Solutions Company Services
 IT Biz Solutions Fee Schedule
 Service Level Agreement Template
Timing
Your assessor will advise you of the due date of these submissions.
Submit
 Email with Draft Service Level Agreement attached
 Email with Draft Service Level Agreement attached
 Email with Revised Service Level Agreement attached
 Email with Revised Service Level Agreement attached
Assessment criteria
For your performance to be deemed satisfactory in this assessment task, you must satisfactorily address all
of the assessment criteria. If part of this task is not satisfactorily completed, you will be asked to complete
further assessment to demonstrate competence.
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ICTICT602 Develop contracts and manage contracted performance Student Assessment Task 2
Re-submission opportunities
You will be provided feedback on their performance by the Assessor. The feedback will indicate if you have
satisfactorily addressed the requirements of each part of this task.
If any parts of the task are not satisfactorily completed, the assessor will explain why, and provide you
written feedback along with guidance on what you must undertake to demonstrate satisfactory performance.
Re-assessment attempt(s) will be arranged at a later time and date.
You have the right to appeal the outcome of assessment decisions if you feel that you have been dealt with
unfairly or have other appropriate grounds for an appeal.
You are encouraged to consult with the assessor prior to attempting this task if you do not understand any
part of this task or if you have any learning issues or needs that may hinder you when attempting any part of
the assessment.
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ICTICT602 Develop contracts and manage contracted performance Student Assessment Task 2
Assessment Task 2 Instructions
Carefully read the following:
You are the ICT Manager of Grow Management Consultants, a small consultancy company specialising in
leadership development services. These include training for members of companies’ management teams
and providing networking opportunities to managers from a wide variety of companies. More detailed
information is provided in Grow Management Consultants Company Information.
Currently, the company needs assistance in improving its website. They have a basic website, but it is due
for an upgrade. Grow Management Consultants has two Administration Assistants who will need to be
trained to maintain the website in the long term.
You have been asked to help negotiate the contract with the chosen vendor (IT Biz Solutions), and then
monitor the work and the contract for the duration of the project.
Complete the following activities:
1. Meet with the CEO to discuss the contract.
Although you are the company’s ICT Manager, and therefore have a good understanding of
what must be done to the website, you are required to meet Paul Burns, the CEO of Grow
Management Consultants to determine the boundaries of the contract.
Prior to the meeting, review the following documents:
 Grow Management Consultants Company Information
 Grow Management Consultants Strategic Plan
 IT Biz Solutions Company Services
 IT Biz Solutions Fee Schedule
 Service Level Agreement Template
As part of your discussion, you are to review the company’s Strategic Plan to ensure that the
proposed project conforms with the company’s plans, and whether it will work with the
timeframes set out in the plan.
Before concluding the meeting, you should ensure that you have enough information to
complete a draft version of the Service Level Agreement required for the project.
This will then be reviewed by both the client and the vendor.
During the meeting, you are required to demonstrate effective communication skills including:
 Speaking clearly and concisely
 Using non-verbal communication to assist with understanding
 Asking questions to identify required information
 Responding to questions as required
 Using active listening techniques to confirm understanding
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ICTICT602 Develop contracts and manage contracted performance Student Assessment Task 2
2. Develop a draft contract
SERVICE LEVEL AGREEMENT
Parties: The approached service level agreement will be followed by the below mentioned parties:
IT Biz Solutions Company Services
Grow Management Consultants
Agreement:
 The vendor will provide the required resources as per the conditions discussed in the
meeting.
 The client company will follow the company policies of the vendor company.
 The entire project development process will be followed by the discussion of the meetings.
Charge review:
The fees specified in the meeting will be strictly followed by both the companies.
Agreement Start Date:
This agreement will be effective from XX/XX/XXXX
Termination:
This agreement will be effective until XX/XX/XXXX
Signature:
3. Send an email to the vendor (your assessor).
To: IT Biz Solutions Company Services
Dear XXXX,
This is to inform you that, we has selected your company to assist our website development project.
As it is discussed in the meeting entire contract will be followed by specific agreements. Thus,
followed by the discussion we are sending you a draft of the Service level Agreement. In the SLA
document all of the required information is mentioned, such as the starting date, end date as well as
the agreement.
Please go through it carefully and inform me if you want any changes in it.
We are expecting your fastest response.
Thank You
XXXXXXXXX
ICT manager
Grow Management Consultants
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ICTICT602 Develop contracts and manage contracted performance Student Assessment Task 2
4. Send an email to the CEO (your assessor)
To: CEO Grow Management Consultants
Dear sir,
I am writing this mail in order to inform you that a draft of service level agreement has been sent to IT
Biz Solutions Company Services for reviewing. It was also mentioned in the mail that if in case there is
any emergency the changes will be done according to their preferences. Now, this is to inform you
that IT Biz Solutions Company Services has responded to the mail by mentioning that they are
agreeing with the developed SLA, however there are few areas where some changes needs to be
done. They has basically asked for revising the charge review section.
Please confirm that if I should change the agreement according to their preference. Along with this
please clarify the requirements of IT Biz Solutions Company Services, so that I can proceed further.
Thank You
XXXXXXXXX
ICT manager
Grow Management Consultants
5. Revise the Service Level Agreement
SERVICE LEVEL AGREEMENT
Parties: The approached service level agreement will be followed by the below mentioned parties:
IT Biz Solutions Company Services
Grow Management Consultants
Agreement:
 The vendor will provide the required resources as per the conditions discussed in the
meeting.
 The client company will follow the company policies of the vendor company.
 The entire project development process will be followed by the discussion of the meetings.
Charge review:
 The fees specified in the meeting will be strictly followed by both the companies.
 The charges can defer with the alternation of time.
 The product charges can vary with date to date.
 The client and the services provider will be fully aware in case of any change of product price.
 The initial charges will be only effective from the starting date to 3 months before.
 The new charges will be applied after 3 months.
Agreement Start Date:
This agreement will be effective from XX/XX/XXXX
Termination:
This agreement will be effective until XX/XX/XXXX
Signature:
IT Biz Solutions Company Services Grow Management Consultants
Name:
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ICTICT602 Develop contracts and manage contracted performance Student Assessment Task 2
Designation:
6. Send an email to the vendor (your assessor)
To: IT Biz Solutions Company Services
Dear XXXX,
This is to inform you that, followed by your response in our previous mail we has made changes in the
service level agreement. After discussing with our CEO, we have revised our agreement in which the
charge review section has been altered.
In the revised agreement we have added few points, which are listed below:-
 The charges can defer with the alternation of time.
 The product charges can vary with date to date.
 The client and the services provider will be fully aware in case of any change of product price.
 The initial charges will be only effective from the starting date to 3 months before.
 The new charges will be applied after 3 months.
Please go through the above points and specify if you are satisfied with the agreement. For any
further analysis we are attaching the SLA document. Kindly, share your response as soon as possible.
Thank You
XXXXXXXXX
ICT manager
Grow Management Consultants
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ICTICT602 Develop contracts and manage contracted performance Student Assessment Task 2
7. Send an email to the CEO (your assessor)
To: CEO Grow Management Consultants
Dear sir,
I am writing this mail in order to inform you that a draft of service level agreement has been sent to IT
Biz Solutions Company Services for reviewing. And after getting the feedback from the client as well
your confirmation we made several changes in the SLA.
In the revised SLA document we have modified the charge section by adding few point, please go
through the below list to get the idea about the changes:
 The charges can defer with the alternation of time.
 The product charges can vary with date to date.
 The client and the services provider will be fully aware in case of any change of product price.
 The initial charges will be only effective from the starting date to 3 months before.
 The new charges will be applied after 3 months.
The complete SLA document in attached in the mail, please go through it and mention if any changes
is required.
Thank You
XXXXXXXXX
ICT manager
Grow Management Consultants
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ICTICT602 Develop contracts and manage contracted performance Student Assessment Task 2
Assessment Task 2 Checklist
Student’s name:
Did the student:
Completed
successfully Comments
Yes No
Determine the boundaries of the contract?
During the meeting, demonstrate effective
communication skills including:
 Speaking clearly and concisely
 Using non-verbal communication to assist
with understanding
 Asking questions to identify required
information
 Responding to questions as required
 Using active listening techniques to confirm
understanding
Document the contract details in the template
provided and provide a copy to the client and to
the vendor for review?
Obtain the CEO’s and the vendor’s feedback to
clarify problems and misunderstandings about the
contract?
Facilitate negotiations between the parties to
resolve any problems or misunderstandings?
Seek agreement from stakeholders?
Task Outcome: Satisfactory  Not Satisfactory 
Assessor signature
Assessor name
Date
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