1. Service Agreements

2. Group work presentation Group 1 - Revisit and present results of Task 12 – relative to ABC Services case study (page 35). Group 2 – What is an SLA? Who should have an SLA? How is an SLA created? (computer research required) Group 3 – Present student copies of SLA (home study) and provide a detailed explanation of document.

3. Activity 16 Group work to complete Activity 16 pages 42 – 43. Relative to ABC Services Case Study. Utilise Service Level Agreement from last weeks home study. Submission placed in assessment portfolio

4. Training Needs Analysis Analysis Report Provide a definition of a ‘Training Needs Analysis’ and state its purpose in an organisation. (1/2 page). Discuss the steps involved in conducting a training needs analysis. (1/2 page). For additional research, ‘source’ another library text book on the TNA topic and provide an overview of their interpretation. (1/2 page). Develop an TNA for the position description devised in Task 14.