ICTSAS601 Student Assessment Tasks 2020

QIBA Pty Ltd | CRICOS Provider Code: 01515J | RTO Code: 5304 | ABN: 35 071 667 108
Student Assessment Tasks
ICTSAS601 Implement change management processes

ICTSAS601 Implement change management processes Student Assessment Tasks
Table of Contents
Table of Contents 2
Assessment Information 3
Assessment Instructions 5
Student Assessment Agreement 6
Assessment Task 1 Cover Sheet 7
Assessment Task 1: Written Questions 8
Assessment Task 1 Instructions 10
Assessment Task 1 Checklist 11
Assessment Task 2: Planning for change 13
Assessment Task 3: Implementing change 20
Assessment Task 4: Monitor and review change management 26
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Assessment Information
The assessment tasks for ICTSAS601 Implement change management processes are included in this
Student Assessment Tasks booklet and outlined in the assessment plan below.
To be assessed as competent for this unit, you must complete all of the assessment tasks satisfactorily.
Assessment Plan
Assessment Task Overview
1. Written questions You must correctly answer all questions.
2. Planning for change You are required to develop a change management plan based on case
study information and internet research.
3. Implementing change You are required to implement the change management plan by
preparing and delivering a presentation to the case study organisation’s
management and staff.
4. Monitor and review You are required to review information about changes that have been
change management implemented, and to evaluate the change management process.
Assessment Preparation
Please read through this assessment thoroughly before beginning any tasks. Ask your assessor for
clarification if you have any questions at all.
When you have read and understood this unit’s assessment tasks, print out the Student Assessment
Agreement. Fill it out, sign it, and hand it to your assessor, who will countersign it and then keep it on file.
Keep a copy of all of your work, as the work submitted to your assessor will not be returned to you.
Assessment appeals
If you do not agree with an assessment decision, you can make an assessment appeal as per your RTO’s
assessment appeals process.
You have the right to appeal the outcome of assessment decisions if they feel they have been dealt with
unfairly or have other appropriate grounds for an appeal.
Naming electronic documents

It is important that you name the documents that you create for this Assessment Task in a logical manner.
Each should include:
 Course identification code
 Assessment Task number
 Document title (if appropriate)
 Student name
 Date it was created
For example, ICTSAS601 AT2 Change Management Plan Joan Smith 20/10/18
Additional Resources
You will be provided with the following resources before you begin each Assessment Task.
Assessment Task 2
 Change Management Plan Template
 Change Management Policy and Procedures
 Project Management Policy and Procedures
 Strategic Business Plan
Assessment Task 4
 Change Management Review Template
Assessment Instructions
Each assessment task in this booklet consists of the following:
Assessment Task Cover Sheet

This must be filled out, signed and submitted together with your assessment responses.
If you are submitting hardcopy, the Cover Sheet should be the first page of each task’s submission.
If you are submitting electronically, print out the cover sheet, fill it out and sign it, then scan this and submit
the file.
The Assessment Task Cover Sheet will be returned to you with the outcome of the assessment, which will
be satisfactory (S) or unsatisfactory (U). If your work has been assessed as being not satisfactory, your
assessor will include written feedback in the Assessment Task Cover Sheet giving reasons why. Your
assessor will also discuss this verbally with you and provide advice on re-assessment opportunities as per
your RTO’s re-assessment policy.
Depending on the task, this may include

 resubmitting incorrect answers to questions (such as short answer questions and case studies)
 resubmitting part or all of a project, depending on how the error impacts on the total outcome of the
task
 redoing a role play after being provided with appropriate feedback about your performance
 being observed a second (or third time) undertaking any tasks/activities that were not satisfactorily
completed the first time, after being provided with appropriate feedback.
Assessment Task Information

This gives you:
 a summary of the assessment task
 information on the resources to be used
 submission requirements
 re-submission opportunities if required
Assessment Task Instructions

These give questions to answer or tasks which are to be completed.
Your answers need to be typed up using software as indicated in the Assessment Task Instructions.
Copy and paste each task’s instructions into a new document and use this as the basis for your assessment
task submission. Include this document’s header and footer.
If you are submitting electronically, give the document a file name that includes the unit identification
number, the task number, your name and the date.
Checklist
This will be used by your assessor to mark your assessment. Read through this as part of your preparation
before beginning the assessment task. It will give you a good idea of what your assessor will be looking for
when marking your responses.
Student Assessment Agreement
Make sure you read through the assessments in this booklet before you fill out and sign the agreement
below.
If there is anything that you are unsure of, consult your assessor prior to signing this agreement.
Have you read the assessment requirements for this unit?  Yes  No
Do you understand the requirements of the assessments for this unit?  Yes  No
Do you agree to the way in which you are being assessed?  Yes  No
Do you have any specific needs that should be considered?  Yes  No
If so, explain these in the space below.
Do you understand your rights to re-assessment?  Yes  No

Do you understand your right to appeal the decisions made in an assessment?  Yes  No
Student name
Student number
Student signature
Date
Assessor name
Assessor signature
Date
Assessment Task 1 Cover Sheet
Student Declaration
To be filled out and submitted with assessment responses
 I declare that this task is all my own work and I have not cheated or plagiarised the work or colluded
with any other student(s).
 I understand that if I If I am found to have plagiarised, cheated or colluded, action will be taken against
me according to the process explained to me.
 I have correctly referenced all resources and reference texts throughout these assessment tasks.
Student name
Student ID number
Student signature
Date
Assessor declaration
 I hereby certify that this student has been assessed by me and that the assessment has been carried
out according to the required assessment procedures.
Assessor name
Assessor signature
Date
Assessment outcome S NS DNS Resubmission Y N
Feedback
Student result response

 My performance in this assessment task has been discussed and explained to me.
 I would like to appeal this assessment decision.
Student signature
Date
A copy of this page must be supplied to the office and kept in the student’s file with the evidence.
Assessment Task 1: Written Questions
Task summary
This is an open book test, to be completed in the classroom.
A time limit of 1 hour to answer the questions is provided.
You need to answer all of the written questions correctly.
Your answers must be word processed and sent to the assessor as an email attachment.
Required
 Access to textbooks and other learning materials
 Computer with Microsoft Office and internet access
Timing
Your assessor will advise you of the due date of this assessment.
Submit
 Answers to all questions
Assessment criteria
All questions must be answered correctly in order for you to be assessed as having completed the task
satisfactorily.
Re-submission opportunities
You will be provided feedback on their performance by the Assessor. The feedback will indicate if you have
satisfactorily addressed the requirements of each part of this task.
If any parts of the task are not satisfactorily completed, the assessor will explain why, and provide you
written feedback along with guidance on what you must undertake to demonstrate satisfactory performance.
Re-assessment attempt(s) will be arranged at a later time and date.
You have the right to appeal the outcome of assessment decisions if you feel that you have been dealt with
You are encouraged to consult with the assessor prior to attempting this task if you do not understand any
part of this task or if you have any learning issues or needs that may hinder you when attempting any part of
the assessment.
Written answer question guidance

The following written questions use a range of “instructional words” such as “identify” or “explain”, which tell
you how you should answer the question. Use the definitions below to assist you to provide the type of
response expected.
Note that the following guidance is the minimum level of response required.
Analyse – when a question asks you to analyse something, you should do so in detail, and identify
important points and key features. Generally, you are expected to write a response one or two paragraphs
long.
Compare – when a question asks you to compare something, you will need to show how two or more things
are similar, ensuring that you also indicate the relevance of the consequences. Generally, you are expected
to write a response one or two paragraphs long.
Contrast – when a question asks you to contrast something, you will need to show how two or more things
are different, ensuring you indicate the relevance or the consequences. Generally, you are expected to write
a response one or two paragraphs long.
Discuss – when a question asks you to discuss something, you are required to point out important issues or
features and express some form of critical judgement. Generally, you are expected to write a response one
or two paragraphs long.
Describe – when a question asks you to describe something, you should state the most noticeable qualities
or features. Generally, you are expected to write a response two or three sentences long.
Evaluate – when a question asks you to evaluate something, you should put forward arguments for and
against something. Generally, you are expected to write a response one or two paragraphs long.
Examine – when a question asks you to examine something, this is similar to “analyse”, where you should
provide a detailed response with key points and features and provide critical analysis. Generally, you are
expected to write a response one or two paragraphs long.
Explain – when a question asks you to explain something, you should make clear how or why something
happened or the way it is. Generally, you are expected to write a response two or three sentences long.
Identify – when a question asks you to identify something, this means that you are asked to briefly describe
the required information. Generally, you are expected to write a response two or three sentences long.
List – when a question asks you to list something, this means that you are asked to briefly state information
in a list format.
Outline – when a question asks you to outline something, this means giving only the main points, Generally,
you are expected to write a response a few sentences long.
Summarise – when a question asks you to summarise something, this means (like “outline”) only giving the
main points. Generally, you are expected to write a response a few sentences long.
Assessment Task 1 Instructions
Provide answers to all of the questions below:
1. Explain the key phases of a change management process.
2. Explain three reasons why an organisation might initiate change.
3. Explain two strategies that can be used to effectively communicate and embed change during
an organisational change process.
4. Explain how external environment can impact on change strategies.
5. Explain two aspects of organisational behaviours that can impact on organisational change.
6. Describe five components that may be included as part of a change management plan.
7. Identify the key functions of an operating system and compare and contrast the features of two
operating systems of your choice.
8. In your own words, describe the internet and describe internetworking architecture.
9. Explain five principles of performance benchmarking.
10. Explain the structure of a performance benchmarking process.
11. Identify two security procedures and analyse how they can ensure that the security of a server
is protected.
12. Analyse two security issues for operating systems.
Assessment Task 1 Checklist
Student’s name:
Did the student provide a sufficient and Satisfactory

performance Comments
clear answer that addresses the
suggested answer for the following? Yes No
Question 1
Question 2
Question 3
Question 4
Question 5
Question 6
Question 7
Question 8
Question 9
Question 10
Question 11
Question 12
Task Outcome: Satisfactory  Not Satisfactory 

Assessor signature
Assessor name
Date

Student Declaration
Student name
Student ID number
Student signature
Date
Assessor name
Assessor signature
Date
Feedback

Student signature
Date
Assessment Task 2: Planning for change
Task summary
The student is required to develop a change management plan based on case study information and
internet research.
This assessment is to be completed in the simulated work environment in the RTO.
Required
 Change Management Plan Template
 Change Management Policy and Procedures
 Project Management Policy and Procedures
 Strategic Business Plan
Timing
Your assessor will advise you of the due date of these submissions.
Submit
 Email with first draft change management plan attached
 Email with second draft change management plan attached
Assessment criteria
For your performance to be deemed satisfactory in this assessment task, you must satisfactorily address all
of the assessment criteria. If part of this task is not satisfactorily completed, you will be asked to complete
further assessment to demonstrate competence.
the assessment.
Carefully read the following:
Deliva are a parcel courier service based in Sydney. Established in 2010, they have been finding it difficult
to stay ahead in the crowded Sydney courier environment. In order to remain technologically competitive,
Deliva has committed to an online booking and tracking system that is focused on optimal delivery and
automated customer interaction.
Currently, all parcel pick-ups and deliveries are ordered by telephone, with a call centre of three staff co-
ordinating the orders and deliveries. Through an online portal, customers can have parcels collected from
any address delivered to any destination in the Sydney metropolitan area.
With the new system, customers will use an online portal, either with their computer or mobile telephone.
Their booking will be automatically directed to the most appropriate vehicle, which may be a bicycle,
motorbike or van. The courier will receive the booking on their handheld device, and the most efficient route
should be given on their device’s GPS.
In the meantime, the customer should see who will be making the pick-up, where the courier is currently,
and how long it should take until they arrive.
Once a parcel has been collected, the customer is provided with real time tracking of their parcel on their
device. The interactive mapping technology allows customers to zoom, pan, and focus on couriers to street
level without refreshing the whole web page. They can watch their parcel’s position as it is being delivered,
and when the parcel arrives, a delivery confirmation e-mail is sent within seconds.
Each of the (currently 24) couriers is to be given a handheld computer which shows bookings as they are
made and the best route to the next address.
Couriers can be assessed by the customers and will be rewarded with bonuses for consistent, high quality
service.
Over the long term, data should be collected so that analysis of the performance of individual couriers, and
the preferences of individual customers, can be performed.
As the General Manager, you have been asked to lead the development and implementation of the change
management plan for this project. You will be communicating directly with the CEO on this project.
The project has been allocated $50,000, which should cover both the hardware and the software required. It
is expected that the new system will be completely functional within 12 months of the project’s kick-off.
One of their ongoing issues for the company has been couriers taking unscheduled and unreported “time
off” during their shift, which has been virtually impossible to monitor. It is clear that a change in culture
among the couriers is going to be necessary if the company is to succeed, and it is hoped that the new
technology will support this.
Complete the following activities:
1. Write a draft ICT Change Management Plan

Your plan should set out all aspects of the anticipated changes, including objectives and specific
actions, as well as required resources.
Thoroughly review the case study information provided above. Analyse the company’s
organisational objectives and consider the strategic changes needs that will need to occur
based on the strategic objectives.
Using the Internet, research change management, conventions and practices, including barriers
that can impact on change, and best practice change management strategies.
Your Change Management Plan should include the following:

 Introduction
 Objectives of the plan
 Change management best practice
 The key personnel who are responsible for change management policy and
procedures
 The key personnel who are responsible for authorising and implementing the
change management plan
 The relevant ICT benchmarks for the business as it is currently
 An assessment of the proposed changes to determine their impact
 Identify the needs of the new system and new performance benchmarks that could
be used to measure whether these have been met.
 How the current ICT system will have to change to enable the new system to
function effectively
 Training requirements
 Discuss at least three methods of communicating change to stakeholders
 Evaluation: how the change will be evaluated.
 A change management schedule. This should include a prioritisation of changes
and resource allocation.
Use the Change Management Plan Template to guide your work.

Save this version of the document as Draft Change Management Plan.
2. Send an email to Senior Management (your assessor).

The text of the email should be in grammatically correct English, written in an appropriate (polite,
business-like) style.
It should introduce and summarise the contents of the attachment and seek their feedback and
approval to move forward with the project.
Attach your Draft Change Management Plan to the email.
3. Write a second draft ICT Change Management Plan

Using the feedback that you receive from Senior Management, update your plan.
Save this version of the document as Second draft Change Management Plan.
4. Send an email to Senior Management (your assessor).

It should introduce and summarise the contents of the attachment and summarise the changes
that you have made to the document.
Attach your Second Draft Change Management Plan to the email.
Student’s name:
Completed
Did the student: successfully Comments
Yes No
Research best practice change management
procedures and conventions?
Develop an ICT change management plan?
Evaluate the company’s current ICT system to
determine the changes that will have to be made?
Identify the key personnel who are responsible for
authorising and implementing the change
management plan?
Determine the company’s current ICT benchmarks?
Compare the company’ identified needs against new
performance benchmarks to identify possible changes
that will need to be made?
Assess the proposed changes to determine the
impact that it will have on the company’s ICT system?
Notify key personnel of the necessary changes?
Include a change schedule in their Change
Management Plan?
Prioritise changes and allocate resources as part of
their change schedule?
Establish new performance benchmarks to measure
the success of the changes?
Identify the staff’s training requirements?

Assessor signature
Assessor name
Date

Student Declaration
Student name
Student ID number
Student signature
Date
Assessor name
Assessor signature
Date
Feedback

Student signature
Date
Assessment Task 3: Implementing change
Task summary
This assessment task requires the student to implement the change management strategy by preparing and
delivering a presentation to Deliva staff. The presentation should provide information on the changes that
will be implemented for Deliva Courier Service, and how they will affect staff. The staff will also be given the
opportunity to give some input into the process.
The student will then include their ideas to update their change management plan.
Required
 Presentation space with chairs and a projector
 Roleplay participants
Timing
Submit
 Email with change management presentation attached
 Email with revised change management plan attached
Assessment criteria
the assessment.
1. Create a Change Management presentation

Develop a presentation to assist in informing employees and management about the change
management plan that you developed in Assessment Task 2.
The purpose of the presentation is to ensure that management and employees are fully
informed and have the opportunity to contribute to the change management process.
During the presentation, allow for some time when participants have the opportunity for input, as
this will facilitate their acceptance of the changes.
Your presentation should include graphics such as images, charts and tables.
You must develop the required number of slides to support a presentation of about 30 minutes.
The presentation you develop must clearly outline:

 The project’s change management procedures and policies as set out in your change
management plan.
 Discuss the methods of communicating change that will be used
 The rationale and vision for the change
 The benefits of the change
 Impacts of the change on operations
 Strategies to be adopted to minimise the negative effects on staff.
Save this file as Change Management Presentation.
2. Send an email to the Senior Management (your assessor).

It should introduce and summarise the contents of the attachment, seek their feedback and ask
for the place, date and time of the presentation.
The text of your email should also include what liaison methods would be appropriate in the
case study information.
Attach your change management presentation to the email.
Your assessor will advise you of the date and time that your presentation is to take place.
3. Deliver your change management presentation

Using the PowerPoint presentation that you have developed, deliver a presentation to the staff
and management of Deliva Courier Services. Your assessor will be present as one of the staff
members and will also organise another 2 or 3 other students to attend.
At the outset of the presentation, indicate that the team will be able to ask questions during and
at the end of the presentation. Also inform the participants that you would like to brainstorm
further change management ideas at the end of the session.
Go through each of your presentation slides, explaining the changes and the change
management process.
You must provide comprehensive information, outlining the coming changes to assist staff in
accepting the changes. You must also provide the opportunity for their input, which will also
facilitate their acceptance of change.
Keep in mind that there have been accusations of courier dishonesty over the past few years:
drivers stopping somewhere for an unscheduled break, for instance. The new system will mean
that this will be monitored in the future, and some couriers may be hostile to these changes for
this reason.
Your assessor will roleplay a staff member who is upset with the changes, and you will be
expected to respond to that staff member using effective communication and problem-solving
skills.
During the presentation, demonstrate effective communication skills including:

 Speaking clearly and concisely
 Using non-verbal communication to assist with understanding
 Asking questions to identify required information
 Responding to questions as required
 Using active listening techniques to confirm understanding of issues and questions
raised by employees.
At the conclusion of your presentation, seek feedback from staff and management on the
changes that will be implemented for Deliva.
Ask them for their ideas to inform your change management plan and take notes on this
feedback.
4. Finalise your change management plan.

These updates should include the feedback that you received during the meeting.
Save this version of the document as Revised Change Management Plan
5. Send an email to the Senior Management (your assessor).

The email text should give a summary of the meeting, and the changes that you have made to
the change management plan.
Attach your revised change management plan to the email.
Student’s name:
Completed
Yes No
Train staff and management in the change
management procedures and policies as set out in
the change management plan?
Implement change management plan and procedures
Involve stakeholders in the change management plan
implementation process?
Notify stakeholders of changes that will be made
during the project implementation?
Ensure appropriate liaison methods are used?
Notify key personnel of the necessary changes?

Assessor signature
Assessor name
Date

Student Declaration
Student name
Student ID number
Student signature
Date
Assessor name
Assessor signature
Date
Feedback

Student signature
Date
Assessment Task 4: Monitor and review change management
Task summary
In this assessment task, the student is required to review information about changes that have been
implemented, and to evaluate the change management process.
Required
 Change Management Review Template
Timing
Submit
 Email with change management review attached
 Email with the following attached:
o Change Management Review
o Revised Change Management Policy and Procedures
o Revised Change Management Plan Template
Assessment criteria
the assessment.
Carefully read the following:
It is three months since the project was satisfactorily completed, on time and to budget.
Although about 20% of existing customers still prefer to use the old system of telephoning in a parcel pick-
up and delivery, the vast majority of Deliva’s customers are pleased with the system’s interface and have
given very positive feedback.
The reduction in telephone ordering has meant that the call centre could be cut back to one person (who just
transfers the information to the system’s online portal).
Four couriers (out of 24) refused to learn how to operate the new system and left the company. Their
positions were quickly filled by experienced couriers who expressed an interest in adopting new technology.
All remaining staff have adopted the new system. Informal feedback has shown that they much prefer
working with the new system that the old one, and that they are satisfied with the amount of training that
they received.
The new system has made the couriers more efficient with their deliveries due to the integrated navigation
system and their inability to take unreported “time off”.
A 25% increase in orders has already meant that more couriers will have to be hired soon. This will also
increase the number of delivery vehicles required and create other logistical issues that are common in a
growing company.
1. Write a change management review.

The review will require you to measure the actual change performance against the new system’s
benchmarks that were set in the Change Management Plan.
Review the change management objectives as set out in your Change Management Plan.
Evaluate the effectiveness of the change management process in achieving the objectives and
provide recommendations for improving this.
This should include any recommended changes to the change management plan template
and/or the Change Management Policy and Procedures. You are expected to find at least one
suggested improvement to each of these documents.
Your review should be between half a page and one-page long.

Use the Change Management Review Template to guide your work.
2. Send an email to the Senior Management team (your assessor).

It should introduce and summarise the contents of the attachment.
The email text should also ask the Senior Management team to give their approval for your
suggested changes to the Change Management Policy and Procedures and the Change
Management Plan Template.
Attach your Change Management Review to the email.
3. Revise change management documentation

When you receive authorisation from Senior management, make your suggested changes to the
Change Management Policy and Procedures and the Change Management Plan Template.
Save these versions of the documents as Revised Change Management Policy and Procedures
and the Revised Change Management Plan Template
4. Send an email to all staff (your assessor).

It should introduce and summarise the contents of the attachment, summarising the changes
that have been made to it.
Attach the following to your email:

 Change Management Review
 Revised Change Management Policy and Procedures
 Revised Change Management Plan Template
Student’s name:
Completed
Yes No
Measure the change performance against the change
management objectives’ benchmarks?
Submit performance results to stakeholders?
Obtain sign-off on changes to the change
management documents?
Provide appropriate documentation and reporting as
set out in the Change Management Policy and
Procedures and Project Management Policy and
Procedures?

Assessor signature
Assessor name
Date

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QIBA Pty Ltd | CRICOS Provider Code: 01515J | RTO Code: 5304 | ABN: 35 071 667 108

Student Assessment Tasks

ICTSAS601 Implement change management processes

Naming electronic documents

Each assessment task in this booklet consists of the following:

Assessment Task Cover Sheet

Depending on the task, this may include

Assessment Task Information

Assessment Task Instructions

Student Assessment Agreement

Do you understand your rights to re-assessment?  Yes  No

Assessment Task 1 Cover Sheet

Assessment outcome S NS DNS Resubmission Y N

Student result response

Assessment Task 1: Written Questions

Written answer question guidance

Assessment Task 1 Instructions

Provide answers to all of the questions below:

1. Explain the key phases of a change management process.

2. Explain three reasons why an organisation might initiate change.

4. Explain how external environment can impact on change strategies.

9. Explain five principles of performance benchmarking.

10. Explain the structure of a performance benchmarking process.

12. Analyse two security issues for operating systems.

Assessment Task 1 Checklist

Did the student provide a sufficient and Satisfactory

Task Outcome: Satisfactory  Not Satisfactory 

Assessment Task 2 Cover Sheet

Assessment outcome S NS DNS Resubmission Y N

Student result response

Assessment Task 2: Planning for change

This assessment is to be completed in the simulated work environment in the RTO.

Assessment Task 2 Instructions

Carefully read the following:

Complete the following activities:

1. Write a draft ICT Change Management Plan

Your Change Management Plan should include the following:

Use the Change Management Plan Template to guide your work.

2. Send an email to Senior Management (your assessor).

Attach your Draft Change Management Plan to the email.

3. Write a second draft ICT Change Management Plan

4. Send an email to Senior Management (your assessor).

Attach your Second Draft Change Management Plan to the email.

Assessment Task 2 Checklist

Task Outcome: Satisfactory  Not Satisfactory 

Assessment Task 3 Cover Sheet

Assessment outcome S NS DNS Resubmission Y N

Student result response

Assessment Task 3: Implementing change

This assessment is to be completed in the simulated work environment in the RTO.

Assessment Task 3 Instructions

Complete the following activities:

1. Create a Change Management presentation

The presentation you develop must clearly outline:

Save this file as Change Management Presentation.

2. Send an email to the Senior Management (your assessor).

3. Deliver your change management presentation

During the presentation, demonstrate effective communication skills including:

4. Finalise your change management plan.

Save this version of the document as Revised Change Management Plan

5. Send an email to the Senior Management (your assessor).

Attach your revised change management plan to the email.

Assessment Task 3 Checklist

Task Outcome: Satisfactory  Not Satisfactory 