Assessment Title Troubleshoot OS and application

Assessment Title Troubleshoot OS and application

Competency Details

Unit code/s and title/s ICTSAS443 - Support operating system users and troubleshoot applications

Qualification code/s and title/s ICT40120 - Certificate IV in Information Technology

Business unit/Work group Business & ArtsInformation TechnologyStudies

Instructions

Method/s of assessment Written and Oral

Overview of assessment This assessment will require you to complete the interview (roleplay) to collect required information, troubleshoot and configure OS and application, and inform team leader according to organisational procedures.

In this assessment you will cover the following topics:

Task 1. Determine support requirements with OS userTask 2. Troubleshoot OS and applicationTask 3. Configure OS according to organisational Security PolicyTask 4. Diagnostic and preventative maintenanceTask 5. Evaluate and report on support procedures

Tasks to be assessed Oral (interview), practical (written answers)

Time allowed Refer to your schedule for submission dates Location of assessment Assessment can be completed anywhere with access to the resources required.Decision making rules To receive a satisfactory outcome for this assessment you must complete all parts correctly.

Assessment conditions Skills in this unit must be demonstrated in a workplace or simulated environment where the conditions are typical of those in a working environment in this industry.

This is unsupervised assessment, and you may access any required resources.

This is not group work and must be completed as an individual.Resources required Personal computer with Internet access

Word processing software such as Microsoft Word.

Learn resourcesICTSAS443 - ASDS - ITWorks Policies and Procedures.zip

ITWorks - Practices and Communication Protocols.pdf

ITWorks - Systems Administration Manual.pdf

Policy ID 169 - IT Works ICT User Access Control.pdf

Policy ID 172 - IT Works Malicious Software Protection.pdf

Policy ID 176 - IT Works Software and Hardware Management.pdf

Policy ID 187 - IT Works Hardware and Software Maintenance.pdf

VMware Workstation (latest version)

Pre-built virtual machine PC2 from the IT Studies NAS Subject Files4 Cert IVICTSAS443

Result notification and reassessment information You will be provided feedback and the result for your assignment on TAFESA Learn. You will be and given the chance to resubmit with required corrections only once.

Refer to the TAFE SA policy for more information:https://students.tafesa.edu.au/feedback-rights/student-policies/assessment

Contents

TOC o "1-3" h z u Instructions PAGEREF _Toc87344467 h 3Scenario PAGEREF _Toc87344468 h 3Task 1. Determine support requirements with OS user PAGEREF _Toc87344469 h 4Task 2. Troubleshoot OS and application PAGEREF _Toc87344470 h 5Task 3. Configure OS according to organisational policies and requirements PAGEREF _Toc87344471 h 5Task 4. Diagnostic and preventative maintenance PAGEREF _Toc87344472 h 5Task 5. Evaluate and report on support procedures PAGEREF _Toc87344473 h 5Transcript PAGEREF _Toc87344474 h 6

InstructionsBefore attempting the assessment task, you must

Review ITWorks System Administration Manual and all related policies, listed in that document.

Install VMware Workstation on your PC

Obtain the PC2 virtual machine from the NAS and create a local copy. VM is encrypted, use password Password1 to access. Make sure snapshot is set to Assessment task.

For this assessment you will require the following credentials:

Username: ictPassword: Password1

Username: trumpiPassword: <blank>

ScenarioYou are working for the ITWorks in the role of Technical Analyst. ITWorks Help Desk has received a phone call from the staff member Ivana Trump. She is asking for urgent assistance as she cannot use the computer due to multiple issues. The Help Desk could not resolve the issues remotely, so the job has been assigned to the Field Support group.

Next day Ivana called back wondering when her request will be actioned. You have been assigned to that job. The incident request has been classified as High priority. Refer to Customer Service Policy / Service Level Agreement in ITWorks Systems Administration Manual.pdf document for response time to service-related incidents with High priority. You must take responsibility for planning, sequencing and prioritising tasks and own workload for efficiency and effective outcome.

Your task is to fulfil the request following the Six-step Troubleshooting Methodology. You will access Ivanas PC directly, while she is in her office, and resolve the incident according to organisational procedure.

Upon completion you will report to Help Desk Manager Jane Jones on whether the ITWorks Customer Service policy Service Level Agreement (SLA) is being followed correctly and any improvements to user support procedure need to be made.

Task 1. Determine support requirements with OS userYou are required to:

Arrange a brief interview with the client (Lecturer).

Follow ITWorks Practices and Communication Protocols

Ask questions that will help you to obtain more details related to clients request

During the interview, your lecturer will play the role of the client (Ivana Trump). You will play the role of the ITWorks Desktop Support Specialist.

The interview can be conducted via video conferencing (Collaborate, MS-Teams) or Face-to-Face if on campus. If interview conducted online, you must ensure that you have access to a microphone and working web camera during the interview with your face clearly visible. You may record the interview for your references.

The interview should be approximately 5mins.

You will be under observation during the interview. You will need to use appropriate questioning (open & closed) and appropriate language for this client. You should be asking at least 2 questions to ensure that you have clarified the issue the client is having.

Note. The interview task is very important. You need to take notes, they will define all your troubleshooting steps in this assessment.

After the interview you should have clarified the details of the clients issues.In the following space provide these as dot points.

The first issue is Brave internet browser need to be fixed.

Internet is not connected to the PC.

Have problem with video & audio.

Microphone not connected.

Camara not working.

Windows need to be updated.

Task 2. Troubleshoot OS and applicationUsing notes taken during the interview, you must identify and resolve all issues using Six-step Troubleshooting Methodology. To complete the task, access PC2 OS using the following credentials:

Username: trumpiPassword: <blank>

Take two (2) screenshots of each identified issue Before troubleshooting and After it has been resolved. Add short description (up to 10 words) for each screenshot of identified issue. Provide itemised evidence below.

Brave internet browser set up:

Update with latest Brave Browser and remove some of the advertisement windows form the main default page.

Connect to the Internet:

I just change the VM network settings on the network adapter form Host only to Bridge. Now, it will work.

Video & Audio setup:

Reset the audio driver and set the volume to 93.

Microphone setup:

Troubleshoot the Microphone and update drivers for the microphone.

Camara setup:

On the all camara settings to allow access to some of the apps.

Windows update:

Update the Windows and update all drivers.

Task 3. Configure OS according to organisational policies and requirementsNow you have resolved all issues on PC2. It is time to check how that PC complies with ITWorks Policies. Review the Security Policy guide, make changes to PC2 OS and document your actions:

Document PC2 user accounts:

Username Member Of Password (meets criteria)

Ivana Trump Local Account Administrator No PW: not meet the criteria

ICT Local Account Administrator Yeas this is meet the requirement

Insert screenshots demonstrating completion for each part of the following modifications:

Legal notice at login set

Password policy

Account Security Options: disable blank passwords for users

Windows Update automated

Power plan configured

Anti-malware application present and functioning

Anti-malware system scan scheduled

Browser settings configured as required: prevent pop-ups

Browser settings configured as required: Clear history when browser closes

BitLocker enabled

Task 4. Diagnostic and preventative maintenanceYou have applied required changes to make PC2 OS compliant with ITWorks organisational policies. Now you must perform OS routine testing and maintenance following Diagnostic testing procedures and Preventative Maintenance techniques. Document your actions.

Scan the system for possible threats and document findings

Perform Windows update to make sure it is current

Name at least two (2) sources for Windows updates

Windows server update services

System center configuration manager

Task 5. Evaluate and report on support proceduresThe Help Desk Manager Jane Jones approaches you as she is concerned that some standard procedures are not being used by staff while providing support to Ivana Trump. She would like you to help her review procedures and see if they need to be updated.You will be reviewing the ITWorks Customer Service Policy Service Level Agreement.

She has already interviewed Bob Fancy, a Help Desk officer, and he has described how ICT support requests are logged and proceeded. Read the transcript of the interview and identify where the practice differs from the correct procedures. Provide Jane with some suggestions for changes to the documented procedure.

TranscriptJane Jones:Hi Bob,

Bob:Hi Jane.

Jane Jones:Bob, as you know, were doing an audit of our current ICT procedures.

First, Id like to check whether the procedures are being followed properly. If not, we need to investigate whether there are valid reasons for any discrepancies, and this should highlight whether we need to tidy up the procedures.

Lets start with Logging Support Requests Work Instructions. Can you tell me how a new support request gets logged?

Bob:Yeah OK. The first thing we do is get the details of the request from the user.

Jane Jones:How are you receiving the information?

Bob:We receive the request information usually from a phone call or email. Sometimes they leave a voice message if we are closed for the day.

Jane Jones:OK.

Bob:Then I enter this info into the service desk log and action it if I can or assign it to another agent.

Jane Jones:And then what happens?

Bob:Well, it depends on how busy we are, but I think we are meant to email the user letting them know that we have logged it and an approximate time it will be fixed.

Jane Jones:Ah OK, how do you work out how long it will take until we resolve the request?

Bob:Well, we refer to the Service Level Agreement and assess the priority, but there is no real guideline telling us what is high, medium or low. We just make a guess.

Jane Jones:OK thanks Bob, now lets move on to the next procedure

You are required to:

Review the ITWorks Customer Service Policy Service Level Agreement. Compare it with Incident ticket I-000737 logged by Ivana Trump. Identify one improvement required in the Service Level Agreement that would enable the jobs to be identified as a priority level.

Compose an email to Jane Jones (jane.jones@itworks.com.au) (do not send) using provided ITWorks Customer Service Policy and Practices and Communication Protocols email guide and protocol addressing the improvement identified in the SLA.

Provide screenshot of your email.

NOTE. Submit this file with all screenshots included. Remember that the screen captures are presented in professionally formatted way, must be clearly visible and not distorted.

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