PORTFOLIO

Student Version

ICTICT608
Interact with clients on a business level
CONTENTS
Section 1: Draft Proposal Template............................................................................................................ 5
Section 2: Final Proposal............................................................................................................................ 7
Section 3: Service Level Agreement........................................................................................................... 9
Section 4: Survey..................................................................................................................................... 10
Section 5: Progress Report...................................................................................................................... 11
Section 6: Updated Proposal and Service Level Agreement....................................................................12

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Student name: Anuj

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 communication technology

Include the name of the
business for this proposal

Background Background of the Client: IT Biz Solutions

Provide a background for  IT Biz Solutions offers a wide range of Information and
the client i.e. the products
Communication Technology services to businesses of all sizes.
and service they provide
and their service  They specialize in improving company websites and providing
standards, values and expertise in electronic communication.
culture.
 They have gained a new client, Grow Management
Research and document.
trends relating to the Consultants, who is seeking assistance in upgrading their
client’s business. website and improving electronic communication efficiency.

Service Standards, Values, and Culture of IT Biz Solutions

 IT Biz Solutions is committed to politeness, responsiveness,
professionalism, understanding, confidentiality, and
transparency in their interactions with customers.
 Staff members are expected to act as representatives of IT Biz
Solutions and maintain positive relationships with customers,
the public, and other staff.
 Client feedback indicates high satisfaction with the quality of
service, responsiveness, and support received from IT Biz
Solutions.

Trends in the Client's Business

The provided sources do not mention specific trends relating to
the client's business.

Client needs a) Client's Needs:

Outline the client’s needs  The client, Grow Management Consultants, is looking for
as per the information assistance in improving their company's website and electronic
provided/that you can
communication efficiency. They want to upgrade their basic
access.
website and manage it themselves once it is up and running.
They also express concerns about the efficiency of their
electronic communication and are interested in IT Biz

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 Solutions' services in this area. They request a draft proposal
with timelines for the website upgrade project.
b) Service Level Agreements:

 The service level agreements (SLAs) in place between IT Biz

Solutions and their clients. However, it is mentioned that the
aim of the agreement between IT Biz Solutions and the client is
to ensure a timely and efficient support service for the client's
end users. The agreement is contingent upon both parties
fulfilling their responsibilities and generating an environment
conducive to achieving targeted service levels.

Service level agreements Based on the information provided, IT Biz Solutions has a
Describe service level Service Level Agreement (SLA) in place with its clients. The
agreements currently in SLA outlines the services to be provided by IT Biz Solutions and
place. the level of service expected by the client. It also defines the roles
and responsibilities of both parties and provides for a single
document that caters for all objectives. The SLA covers website
maintenance, managed IT services, managed continuity, managed
workstations, managed email service, managed security services,
and digital marketing services.

Services offered Services sought by the client:

Describe the services - The client, Grow Management Consultants, is seeking assistance
sought by the client.
from IT Biz Solutions to improve their company's website. They
Identify any additional
services that you consider have a basic website and are looking to upgrade it, with the
could benefit the client intention of managing it themselves once it is up and running. The
client also expresses concerns about the efficiency of their
electronic communication and inquires if IT Biz Solutions
provides services in this area. They believe that effective business
relationships are maintained through electronic media and are
interested in improving their electronic communication efficiency.
The client requests IT Biz Solutions to develop a draft proposal
with timelines for the website upgrade project and expresses
eagerness to get the project completed as soon as possible.

Additional services that could benefit the client:

- Based on the information provided, it is not explicitly mentioned
in the sources whether there are any additional services that IT
Biz Solutions considers could benefit the client.

Cost As per the client's request, IT Biz Solutions will provide website
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Document the proposed maintenance services for the next six months. The cost of website
cost for the services maintenance is $400 per month as per the current fee schedule.
required by the client.
The cost of the two-hour training sessions carried out for the
Make sure you refer to
current fee information to Administration Assistants is $150 per hour, totalling $300.
develop costings. Therefore, the proposed cost for website maintenance and training
services is $2,700 ($400 x 6 months + $300). This cost will need
to be included in an updated proposal and SLA, reflecting the
changes requested by the client.

Timelines The precise tramline for the services requested amounts to

Document the timelines for approximately 24 hours of response time pertaining to customer
the services required by services. However, it should be noted that other services, such as
the client. maintenance and other associated tasks may require a duration of
one to two days or even a week in some cases. This is contingent
upon the specific services required by the esteemed client.

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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 IT Biz solution

Include the name of the
business for this proposal

Background Background:
Provide a background for The business for this proposal is Grow Management Consultants,
the client i.e. the products
a small consultancy company specializing in leadership
and service they provide
and their service development services. The company was established in 2010 and
standards, values and provides services to companies to assist them in improving their
culture. employees' leadership performance. Grow Management
Research and document. Consultants provides mentoring training, coaching, management
trends relating to the consultation, management program evaluation, development of
client’s business. cutting-edge tools, resources and expert advice, sharing of best
and next practices, leading organizations through the process of
creating a leadership culture, and recognizing and celebrating
excellence in leadership.
The company's core values are quality, innovation, respect, and
reliability. Grow Management Consultants encourages and
nurtures a culture that ensures that its team is dynamic and
innovative and maintains the highest possible client service
standards. The company is committed to promoting individual
and organizational leadership excellence.
Service standards:
Grow Management Consultants has the following key service
standards:

 Respond to all enquiries within 3 working days.

 Be friendly and professional at all times with all stakeholders.
 Provide all agreed services to agreed timelines.

Trends:
Leadership skills are increasingly vital for businesses in today's
global economy. Research has shown that effective leadership is a
critical factor in the success of businesses, and that organizations
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 that invest in leadership development programs have a
competitive advantage over those that do not. In addition, there is
a growing trend towards employee empowerment and a focus on
developing leaders at all levels of an organization. As a result,
there is a growing demand for leadership development services,
such as those provided by Grow Management Consultants.
Another trend is the increasing use of technology to deliver
leadership development programs. Online learning platforms, e-
learning modules, and mobile apps are becoming increasingly
popular among businesses looking to develop their employees'
leadership skills. Grow Management Consultants should consider
incorporating technology-based solutions into its service offerings
to remain competitive in the market.

Client needs Based on the case study, the client's needs are as follows:
Outline the client’s needs. Grow Management Consultants is looking for assistance in
improving their company website. They have a basic website, but
it is time to upgrade it. They have heard that IT Biz Solutions is
an expert in website design and they are looking for IT Biz
Solutions to propose a draft proposal for their website upgrade.
Additionally, the client is concerned about the efficiency of their
electronic communication and is wondering if IT Biz Solutions
provides services in this area. They would like IT Biz Solutions to
develop a draft proposal that includes timelines for their website
upgrade and any proposed electronic communication services.
Once the new website is up and running, the client intends to
manage it themselves. However, their staff does not have the
expertise yet, and they are hoping they will learn to do this.
Therefore, the client is requesting training for their staff to learn
how to maintain the website after it has been set up.
The client has also mentioned that the efficiency of their
electronic communication is not what it could be, and they believe
that effective business relationships are maintained through
electronic media. Therefore, they would like IT Biz Solutions to
propose a draft proposal for improving their electronic communication
efficiency.

Service level agreements IT Biz Solutions has a Service Level Agreement (SLA) in place
Describe service level with its clients. The SLA outlines the services to be provided by
agreements currently in IT Biz Solutions and the level of service expected by the client. It
place. also defines the roles and responsibilities of both parties and
provides for a single document that caters for all objectives. The
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SLA covers the following services:

a) Website Maintenance
b) Managed IT Services
c) Managed Continuity
d) Managed Workstations
e) Managed Email Service
f) Managed Security Services
g) Digital Marketing Services

The SLA sets out the following objectives:

1. To create an environment that is conducive to a cooperative

relationship between IT Biz Solutions and the client to ensure
effective support of end-users.
2. To document the responsibilities of all parties taking part in
the agreement.
3. To ensure that the client achieves the provision of a high
quality of service for end-users with the full support of IT Biz
Solutions.
4. To define the commencement of the agreement, its initial
term, and the provision for reviews.
5. To define in detail the service to be delivered by IT Biz
Solutions and the level of service which can be expected by
the client, thereby reducing the risk of misunderstandings.
6. To provide a common understanding of service
requirements/capabilities and of the principals involved in the
measurement of service levels.
7. To provide for all parties to the Service Level Agreement a
single, easily referenced document which caters for all
objectives as listed above.

The SLA also sets out the following service standards:

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  Respond to all enquiries within 3 working days.
 Be friendly and professional at all times with all stakeholders.
 Provide all agreed services to agreed timelines.

The Level of Effort of 99% is also stated in the SLA, which

means that IT Biz Solutions will start working on website
maintenance requests within three working days of receiving the
request. The SLA sets out the roles and responsibilities of both IT
Biz Solutions and the client, including IT Biz Solutions'
obligation to provide monthly reports to the client on the services
provided.

Services offered Based on the case study, the services sought by the client are as
Describe the services follows:
sought by the client.
Identify any additional
services that you consider 1) Website Design: The client is looking for assistance in
could benefit the client improving their company website. They have a basic website,
but it is time to upgrade it. They have heard that IT Biz
Solutions is an expert in website design and they are looking
for IT Biz Solutions to propose a draft proposal for their
website upgrade.

2) Website Maintenance Training: Once the new website is up

and running, the client intends to manage it themselves.
However, their staff does not have the expertise yet, and they
are hoping they will learn to do this. Therefore, the client is
requesting training for their staff to learn how to maintain the
website after it has been set up.

3) Electronic Communication Efficiency: The client is concerned

about the efficiency of their electronic communication and is
wondering if IT Biz Solutions provides services in this area.
They would like IT Biz Solutions to develop a draft proposal
that includes timelines for improving their electronic
communication efficiency.

Additional services that could benefit the client are:

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 a) Search Engine Optimization (SEO): IT Biz Solutions could
provide SEO services to help the client's website rank higher
in search engine results pages. This could help increase traffic
to the website and attract more potential clients.

b) Social Media Marketing: IT Biz Solutions could provide

social media marketing services to help the client promote
their services on social media platforms. This could help
increase brand awareness and attract more potential clients.

c) Digital Marketing Strategy: IT Biz Solutions could provide a

comprehensive digital marketing strategy for the client that
includes website design, SEO, social media marketing, and
other digital marketing services. This could help the client
achieve their business objectives and stay competitive in the
market.

Cost Name Quantity Price

Document the final agreed
costs for the services Desktop 10 300
required by the client.
Server 2 700
Make sure you include final
costs as discussed at the
Antivirus 1 90
meeting.

Windows OS 1 230

Office package 1 300

Printer 5 250

Web development Service charge 1000 per web

Cost After meeting finalising documents, the proposed cost for the
Document the proposed services as per mention below:
cost for the services
required by the client. Name Quantity Price
Make sure you refer to
current fee information to Desktop 10 300
develop costings.
Server 2 700

Antivirus 1 90

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 Windows OS 1 230

Office package 1 300

Printer 5 250

Web development Service charge 1000 per web

For employee training: $5,000

Services for Internet Marketing: $10,000 annually
Security management services: $2,000
Basic web design: $10,000
Advanced web design Maintenance: $5,00 per month

Timelines
Document the final
timelines agreed for the Service Type Timeline /Duration Notes
services required by the
client. Website 1 week All configuration
Maintenance setting

Managed IT 2 weeks Linking all channel

Services

Managed 3 weeks Check all server

Continuity

Managed 3 weeks Link to client and

Workstations manage

Managed Email 1 week All emails are

Service update

Managed Security 2 weeks Old software

Services change

All device set up 3 weeks Hardware/ software

change

The timeline for completion is contingent upon the specific

service requested by the client. For software development
projects, the estimated time of service delivery is approximately
one month, whereas other services or products can be completed
within a week. Thus, we can provide prompt delivery of product-
based services, support, and various other services, with a

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 delivery time of one week. However, for development services,
we are able to commit to a one-month timeframe to ensure the
comprehensive delivery of the entire project to our clients.

Week 10

Week 11

Week 12

Week 13
Week 1

Week 2

Week 3

Week 4

Week 5

Week 6

Week 7

Week 8

Week 9
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
Summary:
IT biz solution is a highly reputable and reliable IT company that specializes in providing an
extensive range of top-quality products and services to its esteemed clients. These products
and services include both hardware and software solutions, as well as exceptional web
development services and top-notch training and development programs for the client's staff.

It is essential to note that all the products and services provided by IT biz are fully authorized,
and as such, the company guarantees the highest levels of quality and satisfaction to all its
clients. Moreover, the company prides itself on its exceptional after-sales support services,
which are available to clients at any time, ensuring that they receive the necessary assistance
and guidance whenever they need it.

At IT biz, we understand that our clients' success is our success, and as such, we are fully
committed to providing all the necessary support and resources needed to ensure that our
clients achieve their goals and objectives. Whether it is through our exceptional range of
products and services or our dedicated and highly skilled team of professionals, we are always
ready to go above and beyond to ensure that our clients receive the best possible service and
support.
Objective
The primary aim and ultimate goal of the Information Technology (IT) industry in the
business sphere is to extend and broaden their scope of operations and enhance their
commercial standing. Additionally, the company aspires to offer a comprehensive range of
goods and services to all business entities, regardless of their size, nature, or type, and aims to
provide a one-stop-shop solution to their esteemed clientele. It is a well-established fact that
customers prefer to purchase a diverse range of products and services from a singular, reliable
source, and they demand exceptional post-sale support and assistance for the products and
services they have procured.
General terms and condition:
The term "Applicable time" shall refer to the calendar month during which a service credit is
being owned. The quantification of the number of days attributable to Downtime shall be
determined based on the definition of a service being rendered unreachable within a specific

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timeframe. The service level, as set forth in this Service Level Agreement (SLA), shall
represent a performance metric that IT Biz has pledged to achieve when delivering the
service. The provision of Support shall represent IT biz's commitment to providing assistance
for the products sold to the customer, including compensating for any damages incurred
within a specific timeframe.
Costumer Responsibility
Responsibilities
The Client accepts that IT Biz Solutions may use any personnel it deems necessary to address
any issues the Client may have with the System. Additionally, the customer consents to
quickly accept any upgrades offered by IT Biz Solutions or a foreign firm upon demand.
When requested and needed, the customer should give IT Biz Solutions any additional
information or software needed to complete the maintenance activities, along with a
convincing justification for the repairs to be made.
Amount of Work
Within 3 business days of receiving an application, IT Biz Solutions will begin working on
your system maintenance in 99% of cases.
Correction of Error
 Any Web Maintenance difficulties must be reported by the User immediately, along
with a problem description and sufficient details to enable IT Biz Solutions to
reproduce the issue. After being informed of problems, IT Biz Solutions will make a
reasonable effort to fix them.
 Depending on the severity of the issues, IT Biz Solutions will start correcting any
ongoing Web Designing issues with the software that might be related to OPTINFRA
within two business hours. IT Biz Solutions will not fix any mistakes that were not
their responsibility.
Go Live Procedure
On Fridays, no software, bug fixes, or updates will be released until they are recognized. This
regulation is intended to lessen the chance of significant errors occurring during the weekend
when help is in short supply.
Obligations:
The client must give access to personnel for answering questions about software problems.
They should also implement updates recommended by IT Biz Solutions or 3rd parties.
Additionally, the client is obliged to provide IT Biz Solutions with necessary information and
software in writing for website maintenance. These obligations ensure efficient and effective
service.
Increasing the cost
The Company may raise the Yearly Fee, Standard Hourly Costs, and Exceptional Hourly
Expenses specified in this Contract with 14 days' written notice, with the new amounts taking
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effect at the end of the defined period. In this situation, the Client has the option to end this
Agreement by giving written notice to the Firm before the set probationary period expires.
IT Biz Solutions Contact Information
Website Maintenance service is available from Monday to Friday.
Address: 159 Farr St, Rockdale, NSW-2216, Australia
Tel: +61 02 425217587
Email: support@itbizsolutions.com.au
Web: www.itbizsolutions.com.au Agreement Acceptance I have reviewed and approved with
the rules and restrictions and webpage maintenance management contract stated above by IT
Biz Solutions.
Client’s Signature: ………………… Date: ……………………...
Signature of IT Biz Solutions’ Representative: ……………………...

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Section 4: Survey
Survey 1) Did the proposal clearly outline the services that IT Biz
Document your survey Solutions will provide?
here.
2) Was the proposal easy to understand?
Include at least five
questions that can easily 3) Was the pricing information provided in the proposal clear and
be answered to assist with easy to understand?
clients completing the
4) Were the timelines for the services provided in the proposal
survey.
reasonable?
Your questions should
focus on how the proposal 5) Was there anything missing from the proposal that you would
can be improved. like to see included?
You should also attach
your survey tool e.g. a
screenshot, a link to the
survey.

Attach: Survey tool or link ☒

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Section 5: Progress Report
Progress Report We are absolutely delighted to inform you that we have achieved a
Include a project progress resounding success in completing this ICT project with utmost
report here. diligence and dedication. Our team has worked tirelessly to ensure
Include full details of the that all the products and services required by the client are
project’s progress, issues provided in a timely and efficient manner, catering to their
and solutions to deal with specific business needs. Although we are proud to have
issues.
accomplished almost 90% of the work, we understand that there
Also summarise the are some additional requirements that need to be fulfilled in order
feedback you received on
to fully complete this project. We sincerely empathize with the
your proposal.
client and recognize their valuable input in making this project a
Include the response to
success. We must acknowledge that while undertaking this
your survey.
project, we encountered some challenges which are reflected in
our reports. Nonetheless, we assure you that we have overcome
these obstacles with utmost professionalism and efficiency,
ensuring that the project reaches its full potential.
1. I am so sorry to hear that the services you required were not
able to be provided by our IT biz. That must be very frustrating
for you.
2. It is truly unfortunate that the cost of our products is high. We
understand that this can be a difficult hurdle to overcome.
3. We empathize with your situation and understand that our
current services may not be sufficient for enterprise clients and
beyond. We would love to work with you to find a solution that
meets all of your needs.
project’s progress, issues and solutions:
These issues have been brought to our attention through our
meetings with the client and careful consideration of the project
proposal. We understand the challenges that our client is facing,
and we want to assure them that we are here to help. Our team will
work tirelessly to determine the relevance of these issues before
taking necessary steps to address them. Our goal is to reduce costs
and add services that will benefit our client in the future. We will
also prioritize customer service to ensure all issues are promptly
addressed. We have a plan in place to tackle these issues head-on
and will design and develop a new business model that will
provide our client with the best possible service. Please know that
we empathize with our client's situation and will do everything in
our power to help them overcome these difficulties.

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 Feedback:
From the client we have received a lot of valuable feedback
regarding our services. We understand that the client needs more
services and that they have made us a point of contact as their
vendor to purchase products. We sincerely apologize for any
inconvenience caused and we assure you that our client support
services will be implemented urgently to address all your
problems and queries regarding our products and services. Our
team is working tirelessly to solve any issue as soon as possible.

We understand your concern regarding the proposal product cost

being too high and we apologize for any inconvenience caused.
We assure you that we will look into this matter and do our best to
come up with a more reasonable cost for this particular service.

We appreciate the client mentioning the training of our services to

their employees. Our team is working diligently to make sure that
all staff can access the information from our services such as
websites. We thank you for your business and look forward to
serving you in the future.

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.

Introduction:

This particular document, titled as the Service Level Agreement for IT Biz solution (hereafter
referred to as the “SLA”), holds the potential to serve as a constituent of your overall product
volume authorizing understanding (known as the “Agreement”). It must be noted that any
capitalized terms utilized in this SLA, but left undefined, shall be assigned the designated
meaning as described within the Agreement. The ambit of this SLA, therefore, pertains solely to
the Services offered by IT Biz products that are listed in this (collectively referred to as a
“Service” or the “Services”). However, it must be expressly clarified that this SLA shall not
apply to independently branded services made accessible with or associated to the
Administrations or to any on-premises computer program that forms a constituent of any
Service.

General terms:

The term "Applicable time" shall refer to the calendar month during which a service credit is
being owned. The quantification of the number of days attributable to Downtime shall be
determined based on the definition of a service being rendered unreachable within a specific
timeframe. The service level, as set forth in this Service Level Agreement (SLA), shall represent
a performance metric that IT Biz has pledged to achieve when delivering the service. The
provision of Support shall represent IT biz's commitment to providing assistance for the
products sold to the customer, including compensating for any damages incurred within a
specific timeframe.

Terms
 Claims
In order for IT Business to consider and evaluate a claim, it is imperative that the claimant
relinquish and surrender the claim to the client back at IT Business, taking into account and
including all pertinent and vital data and information that is crucial and indispensable for IT Biz
to thoroughly and comprehensively approve and validate the claim. Such data and information
shall include, but shall not be limited to, the following:
(i) a highly detailed and meticulous description of the Occurrence;
(ii) comprehensive and exhaustive information and details regarding the precise and exact
time and duration of the Downtime;
(iii) a comprehensive and exhaustive list and enumeration of the number and specific
location(s) of all affected clients, if applicable; and
(iv) a detailed and thorough account of all initiatives and efforts undertaken by the claimant
to effectively and efficiently resolve and mitigate the Occurrence at the exact and precise
time of its occurrence.

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