1 COMPETENCY: ICAW4027A, MKTG5491C, Relate to clients on a business level

Element 1: Understand organisational environment

1.1 Were organisational service standards, values and culture investigated in order to
understand the organisational environment?
1.2 Did the project staff become familiar with and document the goods and services
provided by the organisation?
1.3 Where appropriate, were current service‑level agreements reviewed?
Element 2: Identify internal and external client requirements
2.1 Were client service needs and preferred level of service researched?
2.2 Was the level of service to be provided to the client determined?
2.3 Was a draft service‑level agreement for the client that incorporated quality, time, target
performance and cost specifications developed?
Element 3: Negotiate client support service
3.1 Was a session conducted with the client to present the draft service‑level agreement?
3.2 Was the proposed service‑level agreement presented to the client in a clear, concise and
comprehensive manner?
3.3 Were the proposed cost and timeframes presented to the client?
3.4 Were required alterations recorded and the terms negotiated with the client?
3.5 Was clarification sought where areas of uncertainty or disagreement occurred?
3.6 Were the terms of service as negotiated with the client documented, and then refered to
the appropriate person for approval and feedback?
Element 4: Monitor, adjust and implement procedures to maintain client focus
4.1 Was progress in achieving client support service targets monitored using organisational
systems and procedures?
4.2 Where appropriate, was client feedback gathered to improve the provision of client
support services?
4.3 Were adjustments made to client support service, based on client feedback and in line
with organisational guidelines?
4.4 Were changes to service‑level agreement documented and reported to the appropriate
person?

COMPETENCY: ICAA4041A, COSC5898C, Determine and confirm client

business expectations and needs
2
Element 1.: Determine context of business need or problem
1.1 Were the business problem, system boundaries, scope and the development
methodology established?
1.2 Were appropriate information gathering methods and questions developed?
1.3 Were objectives developed and expected outcomes identified?
1.4 Was the business problem documented?
1.5 Was the documentation submited to and substantiated by an appropriate person?
 Element 2. Gather information
2.1 Did the chosen method identify the clients and their problems?
2.2 Were the clients' responses recorded?
2.3 Was the gathered information analysed to identify new system requirements and
establish problem specifications?
2.4 Were the system requirements and problems documented?
Element 3. Confirm system specifications
3.1 Was the documentation checked to ensure it met the client business needs?
3.2
Was the documentation submited to the client for verification of accuracy and approval?
3.3 Were necessary changes made to the documentation as indicated by the client?
3.4 Was the documentation submited to the client for final approval/sign‑off?
3 COMPETENCY: ICAD4043A, BUSM9845C, Develop and present a feasibility report
Element 1. Confirm client requirements
1.1 Were client requirements analysed to determine project scope, and the problem context
or opportunity faced by the business?
1.2 Were client requirements, project scope, related problems and sources of information
documented?
1.3 Were requirements and scope confirmed with the client?
Element 2. Develop high‑level alternative scenarios
2.1 Were future client requirements compared with current requirements?
2.2 Were feasible solutions for client requirements developed and documented?
2.3 Was the feasibility of each solution explored and documented?
2.4 Were alternatives examined against project constraints?
Element 3. Prepare and publish feasibility report
3.1 Was a feasibility report developed that described client requirements, project scope,
analysis of alternative scenarios, and recommendations?
3.2 Was the feasibility report submited to the appropriate person for project approval?

4 COMPETENCY: ICAD4217A, COMM7278C, Create technical documentation

Element 1: Identify and analyse documentation needs
1.1 Were documentation requirements identified by consult with the client?
1.2 Were details of documentation requirements interpreted, evaluated and confirmed with
the client?
1.3 Were industry and documentation standards investigatedfor requirements?
1.4 Was the scope of work to be produced defined and documented?
1.5 Was the scope of work validated and confirmed by consultation with the client?
Element 2: Design documentation
2.1 Were the information requirements with reference to layout and document structure
identified?
2.2 Were document templates and style guides consistent with information requirements
created?
2.3 Was a review of the system conducted in order to understand its functionality?
 2.4 Was the content that meets information requirements extracted in accordance with
relevant copyright restrictions?
2.5 Was the structure of the technical documentation developed giving focus to the flow of
information, style, tone and content format?
2.6 Was the technical documentation structure validated with the client?
Element 3: Develop documentation
3.1 Was the technical documentation written, based on the template and scope of work using
the information gathered?
3.2 Where appropriate, was the technical terminology translated into plain English?
3.3 Was content format and style applied in accordance with relevant documentation
standards and templates?
Element 4: Evaluate and edit documentation
4.1 Was technical documentation submitted to the appropriate person for review?
4.2 Was feedback gathered and analysed?
4.3 Were alterations incorporated into the technical documentation?
4.4 Was the technical documentation edited for technical and grammatical accuracy?
Element 5: Prepare documentation for publication
5.1 Was the completed technical documentation checked that it met client requirements and
scope of work?
5.2 Was the technical documentation submitted to the appropriate person for approval?
5.3 Was the technical documentation prepared for publication and distribution utilising
appropriate channels?
5 COMPETENCY: PSPPM402B, ISYS7061C, Manage simple projects
Element 1: Implement start-up activities
1.1 Was the project plan updated with confirmed information for key dates and activities,
resources and project governance details in accordance with the project implementation
strategy?
1.2 Were the project stakeholders' understanding of and agreement to fulfil the project
requirements and their roles and responsibilities confirmed?
1.3 Were required systems established and maintained throughout the project in accordance
with the project plan?
1.4 Was a working knowledge of project management tools used to facilitate integration of
project activities and achievement of project outcomes?
Element 2: Coordinate project implementation
2.1 Were the integration and management of project activities handled in accordance with
the project plan?
2.2 Were stakeholder input and expectations managed and their commitment maintained
throughout the life of the project in accordance with organisational policy and
procedures and the project plan?
2.3 Were disagreements and disputes resolved or referred to a higher authority in
accordance with organisational policy and procedures?
2.4
Were project change proposals received and changes recommended/made in accordance
with the project plan, and documented in accordance with policy and procedures?
Element 3: Monitor project
3.1 Were all aspects of the project continually monitored and corrective action taken as
necessary to maintain progress in accordance with the project plan?
3.2 Were consultation and reporting mechanisms applied in accordance with the
communication plan when dealing with management, staff and/or contractors, steering
committee members or other stakeholders?
3.3 Were project governance plans and any related contracts monitored, reviewed and
amended as appropriate, and results reported in accordance with the communication
plan?
3.4 Was project progress monitored against agreed milestones in accordance with the project
plan to provide a measure of performance throughout the life of the contract?
3.5 Was programmed review of objectives and achievement implemented in accordance
with the project plan?
Element 4: Arrange project follow-up activities
4.1 Were project deliverables analysed against specifications, performance standards and
project objectives, under broad guidance, and the results reported to stakeholders?
4.2 Was an initial support package or product manual produced, as required, to provide
guidance for stakeholders who were required to apply the project results?
4.3 Did the support package include options for stakeholders to take account of
environmental and cultural factors in applying project results?
4.4 Were operational and support authorities consulted to research any
testing/trialling/building requirements resulting from the project, and for the evaluation
of any recommendations included in the project report?