1 Discuss business practices relevant to understanding client needs, including: change management information gathering techniques planning process, including development of information and communications technology (ICT) business solutions preparation of digital strategy reports. Question 2 List the current industry accepted hardware and software products relevant to client services and support, including: general features and capabilities vendor product directions. Question 3 List and describe two (2) legal principles of commercial contracts and service level agreements (SLAs). Question 4 Describe two (2) organisational policies, plans and procedures in an ICT work environment including contracting. Question 5 Briefly discuss the concepts of negotiation and the process for building business relationships