Assessment 01

ADVANCED DIPLOMA OF INFORMATION TECHNOLOGY ICTICT608 Interact with clients on a business level Assessment 01 Project task Camilla Scalzone

Sumário ICTICT608 ...................................................................................................................... 1 Change management ................................................................ 3 Kurt Lewin’s model – unfreeze, change, freeze .................................. 3 Stage 1: unfreezing ......................................................................... 3 Stage 2: Change or transition .......................................................... 3 Stage 3 Freezing (or refreezing) ....................................................... 3 The ADKAR model ............................................................................ 4 Kotters 8 step process ..................................................................... 5 Information gathering techniques .................................................... 5 Planning process, including development of ICT business solutions. . .5 Developing ICT business solutions .................................................... 6 Preparation of reports ..................................................................... 6 Objectives of the report ................................................................... 6 User Audience ................................................................................. 6 Templates ....................................................................................... 6 Detail ............................................................................................. 6 Presentation of information ............................................................. 7 Quality of information included in reports ......................................... 7 The general features and capabilities of the product ................... 7 Vendor product directions ............................................................... 8 Biometric devices ............................................................................ 8 Smart cards .................................................................................... 8 Identify and interpret legal principles of commercial contracts and service level agreements (SLAs) .......................................... 8 Key elements of a simple commercial contract .................................. 9 Interpret organisational policies, plans and procedures, including contracting ............................................................................... 9 Understanding policy ....................................................................... 9 Understanding procedures ............................................................... 9 Understanding plans ...................................................................... 10 Understanding contract procedures ................................................ 10 The process of negotiations ..................................................... 10 Techniques that cultivate collaborative relationships and partnerships during negotiation ............................................... 11

The ADKAR model This model provides an emphasis on individual change and argues that the following five actions are necessary for individual change and therefore successful organisational change: The ADKAR® model consists of five sequential steps or actions: Awareness of the need for change. Understanding why change is necessary is the first key aspect of successful change. This step explains the reasoning and thought that underlies a required change. Planned communication is essential. When this step is successfully completed the individual (employee) will fully understand why change is necessary. The desire to participate in and support the change. In this step, the individual is able to reach a point where they make a personal decision to support the change and participate in the change. Naturally, a desire to support and be part of the change can only happen after full awareness of the need for change is established. Building desire is partly achieved by addressing incentives for the individual and creating a desire to be a part of the change. Knowledge on how to change. The third building block of the model, providing knowledge about the change, can be achieved through normal training and education methods. Other methods of transferring knowledge, such as coaching, forums and mentoring, are equally useful, so don't limit this process to formal training. Two types of knowledge need to be addressed: knowledge on how to change (what to do during the transition) and knowledge on how to perform once the change is implemented. Ability to implement required skills and behaviours. In this model, Ability is understood to be the difference between theory and practice. Once knowledge on how to change is in place (theory) the practice, or actual performance of the individual, needs to be supported. This can take some time and can be achieved through practice, coaching and feedback. Reinforcement to sustain the change. This final stage of the model is an essential component in which efforts to sustain the change are emphasised. Ensuring that changes stay in place and that individuals do not revert to old ways can be achieved through positive feedback, rewards, recognition, measuring performance and taking corrective actions.

Kotters 8 step process This model involves 8 steps of what Kotter (1995) perceived as essential for successful organisational transformation. He defines the process involved in change transition as involving a clear vision, conducting good communication regarding the new vision, empowering employees, leading by example and celebration of successes as follows: Information gathering techniques Each information gathering technique is tailored to gather specific types of information. Consequently, the greater the diversity of techniques employed, the broader the range of data and information that can be collected. Facts about the use of varied information gathering techniques include:  Different information techniques will elicit different types of information  Information gathering techniques can be tailored to different purposes  Information techniques can be designed to elicit specific types of information  Varied techniques will result in the collection of varied information Planning process, including development of ICT business solutions The planning process necessitates engagement from various stakeholders within the organization, along with backing from pivotal decision-makers. It involves discerning priorities, such as pinpointing areas requiring specific solutions. Developing a well-defined plan entails allocating resources and time, highlighting the importance of consulting organizational decision-makers to establish planning parameters.

Templates Depending on the use of the report a range of different templates from within and outside of your organisation may need to be used it will be necessary to investigate these requirements prior to the commencement of the report writing. Detail Depending on th e use and agency that the report is going to a range of different levels of detail may be required within the report, in order for the report to be fit for the purpose that it was intended it will be necessary to ensure that the correct level of detail is included in the report. Presentation of information When writing reports, it is essential that all of the information that is included is presented in a manner that is:  Readable  Informative  Clear  Appropriate for the information presented Quality of information included in reports It will be necessary to ensure that all of the information that is included in the report is:  Suitable: the information must be appropriate for the task it is intended for.  Accessible: the information must be able to be easily obtained and available to the people that need it within the time frames that it is required.  Current: the information must still be current meaning that it is not outdated due to changes in the environment or more recent information becoming available.  Reliable: the information must be able to be relied on or depended on, as for accuracy, honesty, and achievement of its goals. The general features and capabilities of the product Features and capabilities of the ICT network architecture for the project are the range of technical specifications and capacities that the network must provide in order to be sufficient. Technical requirements may refer to:  Bandwidth Hardware problems

 Network growth Network security  Network traffic congestions  New technologies  Power usage  Software problems  Transmission dropouts  Upgrades Vendor product directions ICT, as an advancing technology, continually facilitates substantial growth and transformation in information and communication technology domains, enhancing business operations. Various trends in current vendor products and technologies must be monitored and selectively integrated into the ICT system to leverage industry-specific advancements. Evaluating specific trends and directions is crucial for enhancing customer service and support provision. There is a range of trends in vendor products and technologies, and these may include: Biometric devices A biometric device is a device that can be used in the authentication process as a part of an organisations security system that uses a range of behavioural or physiological characteristics such as:  Facial imagining  Iris prints  Voice recognition  Fingerprints Smart cards Smart cards are business size plastic cards with a chip in them; this chip is able to provide:  Authentication  Data storage  Information processing  Single sign-on

Understanding procedures Procedures consist of detailed, step-by-step actions that must be followed to achieve the outcomes outlined in the policy. Some workplace policies and procedures that may be related to balance sheet may include:  Record keeping policies  Legal compliance policies  Audit policies and procedures Understanding plans Organizations are guided by a variety of plans designed to sustain current operations and support future endeavors. Plans outline specific actions and procedures structured to achieve defined objectives within a specified timeline. Some common plans include:  Communication plans  Organisational plans  Strategic plans Understanding contract procedures Contracting procedures encompass the methods employed within an organization to ensure that all formal agreements, including service level agreements, are managed in accordance with applicable legal and contractual principles. Some examples of contract procedures:  Negotiation of terms  Establishing the contract  Writing a draft

The process of negotiations Negotiation involves engaging in comprehensive communication with all relevant parties to ensure understanding of each party's positions and viewpoints. Once all positions are understood, it becomes necessary to conduct assessments and consultations to identify potential options for achieving a satisfactory resolution. The negotiation process is a valuable part of the relationship building process between your organisation and the client business; when conducted in a skilful manner the negotiation process can demonstrate a range of factors to the client including:  Commitment to the success of the imitative  Flexibility  A desire to work together  Willingness to compromise  Desire for success of partner business Techniques that cultivate collaborative relationships and partnerships during negotiation Several methods can be employed to foster collaborative relationships and partnerships, all of which require continuous communication between the involved parties and a commitment to cooperation. These techniques can include:  Avoid competing with your business partner as much as possible  Provide your business partners with support through encouragement and even resource allocation  Liaise regularly with business partners by scheduling meetings and using social media such as LinkedIn to stay connected  Work on motivating each other by achieving success and celebrating these successes