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Simulated workplace
Scenario · Service Desk and End User Support

Draft a service level agreement and complete a problem review for a client renewal

You are the service delivery coordinator.

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The situation

What has happened

Merriwa Medical Centre's managed service contract renews in November. The practice manager has raised two concerns: the practice management software has frozen several times after vendor updates, and afternoon tickets are slow to get a response. Marcus Feld wants a draft service level agreement for the renewal with response and resolution targets, reporting and review meetings, and a problem review of the last three months of Merriwa tickets that finds root causes and states the improvements Nova will commit to. He also wants the current procedures checked to make sure they support what the agreement promises, with any updates recommended.

Your brief. Analyse the client's recent tickets and changes to identify problems and root causes, draft a service level agreement with measurable targets and reporting, propose procedure updates that make the targets achievable, and prepare a client facing summary.
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Tasks

Deliverables

  • Problem review with root causes
  • Draft service level agreement
  • Procedure update recommendations
  • Client facing summary
  • Presentation notes for the Chief Executive Officer

Documents to use

Systems to use

Service Desk Tickets

The ticket queue for incidents and service requests from every managed client with priority, owner and status.

Change Request Register

The record of normal and emergency changes to client and Nova production systems with risk, approval, window and result.

Project Register

The list of client and internal projects with scope, budget, stage, project manager and next milestone.

For trainers and assessors

Units of competency

Current on training.gov.au for the Information and Communications Technology as at 10 September 2026.

ICTICT440Develop service level agreements
ICTSAS527Manage client problems
ICTICT446Apply ICT service management principles
ICTSAS433Update ICT client support procedures and assist with policy development

Qualifications

ICT40120Certificate IV in Information Technology
ICT50220Diploma of Information Technology
Assessor notes

What to look for

Evidence guide

Look for a problem review that distinguishes incidents from problems and identifies root causes supported by ticket and change evidence. The agreement must have measurable targets, clear priority definitions and reporting. Procedure recommendations must connect directly to the problems found. The client summary must be plain and honest about what went wrong.

The student's evidence summary lists every record they created or changed in the systems named above, their notes and the tasks they ticked. Verify it against the deliverables and your own assessment tool.