1. ICASAS305A Provide Advice to Clients This unit describes the performance outcomes, skills and knowledge required to provide IT advice and support to clients, including the communication of comprehensive technical information. It covers: Who are the clients What support is provided (and not provided) The process to follow in diagnosing and resolving issues How to document the process How to obtain feedback from the clients

2. ICASAS305A Provide Advice to Clients Who are the clients This needs to be clearly defined since they will pay for the service. You must be clear that what the client is requesting is actually part of the service that you provide.

3. ICASAS305A Provide Advice to Clients What support is provided (and not provided) Clearly identify the support environment, which hardware, which software. Clearly identify which issue you can attempt to fix and which require intervention by some-else. Clearly identify a time frame for providing the solution, usually there are severity level similar to the Triage concept used in hospitals

4. ICASAS305A Provide Advice to Clients The process to follow in diagnosing and resolving issues Often this best done using a flowchart What needs to be recorded at each stage and how will this be done More than one person may be involved in the process so communication is critical Diagnosis and solutions require a troubleshooting process

5. ICASAS305A Provide Advice to Clients How to document the process Client details Enough information to make a diagnosis and troubleshoot Recording of testing Recording of the resolution Issue may not be with the equipment, training issues might be identified User documentation

6. ICASAS305A Provide Advice to Clients How to obtain feedback from the clients There should be a mechanism to so that the service can improve The mechanism should include a method for analysis of the data