Case Study IT BIZ SOLUTIONS
Case Study IT BIZ SOLUTIONS
IT Biz Solutions offers a wide range of Information and Communication Technology services to businesses of all sizes.
It has standing SLAs with a range of clients. When clients experience issues, they call and details of their problem are noted in the support log.
Support Log
Client name Date of contact Issue/Problem Notes Relevant client documentation Referred to Priority Resolved?
Please also add comments
Sam Ibrahim - Ozhouse Clean
Phone: 0455 555 555
Email: SI@email.com 7 September All data is stored on local computer. Concerned about loss of data. Would like an onsite consultation. Windows Operating System Instructions
Service Level Agreement You Medium
Paul Burns - Grow Management Consultants
Phone: 0455 666 666
Email: PB@email.com 7 September Computers taking a long time to start and running slowly once started.
Run 7 computers, all Windows Operating System. Connected via a WLAN. Would like an onsite consultation. Windows Operating System Instructions
Service Level Agreement You High
Client name Date of contact Issue/Problem Notes Relevant client documentation Referred to Priority Resolved?
Please also add comments
Samiya Santos - King Edward VII College
Phone: 0444 444 444
Email: SS@email.com 7 September System has crashed Stop error showing.
Run 20 computers, all Windows Operating System. Connected via a WLAN.
Problem specific to one computer only.
Urgent issues noted at 4.30 pm. Want immediate support. Photo of client screen
Service Level Agreement You High
Sandip Singh - Boutique Build Australia
Phone: 0422 222 222 Email: SSI@emai.com 7 September Slow Internet connection Have not paid recent invoice for renewal of SLA. Client details
Service Level Agreement You High
ICT Support Procedures
IT Biz Solutions is committed to supporting all of its clients.
Service Level Agreements are established with each client setting out the services and support to be provided.
Procedures for ICT Support
Clients are able to request ICT support by email or phone.
Their request for support is documented in the support log. Key details are entered along with details of the supporting documentation that ICT support personnel may use.
An ICT support person is allocated each job. Jobs are allocated priorities for addressing.
ICT support personnel are to follow these steps to manage the clients problems:
Assess the information about the problem that you have been provided with, including the client documentation.
Identify the troubleshooting methods that you can use to diagnose each clients problem.
Diagnose and analyse the cause of the problem and conduct further research as required.
Assess and document how the problem can be resolved, including any escalation requirements. Escalation is where you are unable to resolve the problem because it is outside of the scope of the service agreement or because it is too complex.
Review the Service Level Agreement for the client to determine the support that can be provided under the terms of the Agreement, as well as your organisations support procedures that are to be followed
Document the step by step process you will follow to resolve the problem for the client.
Once the support and resolution services are determined, the client should be contacted via email to confirm the services they require and to arrange a date and time for support.
The ICT Manager should also be cced into the email for information purposes.
ICT support personnel should identify the tools/equipment/materials they need for the job and then commence the support and resolution services provided.
Once the job is complete, the client should be informed via email. If there are complications, it may be necessary to contact the client.
Once the job is complete, please mark it off in the Support Log, making notes as to how it was resolved.
We also have regular team meetings to discuss how we resolved issues this assists with keeping everyone up to date and sharing ideas.
Standard Service Level Agreement
Statement of Intent
The aim of this agreement is to provide a basis for close co-operation between Client and IT Biz Solutions, for support services to be provided by IT Biz Solutions to Client, thereby ensuring a timely and efficient support service is available to Company end users. The objectives of this agreement are detailed below.
This agreement is contingent upon each party knowing and fulfilling their responsibilities and generating an environment conducive to the achievement and maintenance of targeted service levels.
Objectives of Service Level Agreements
To create an environment which is conducive to a co-operative relationship between IT Biz Solutions and Client to ensure the effective support of end users
To document the responsibilities of all parties taking part in the Agreement
To ensure that Client achieves the provision of a high quality of service for end users with the full support of IT Biz Solutions.
To define the commencement of the agreement, its initial term and the provision for reviews
To define in detail the service to be delivered by IT Biz Solutions and the level of service which can be expected by Client, thereby reducing the risk of misunderstandings
To provide a common understanding of service requirements/capabilities and of the principals involved in the measurement of service levels
To provide for all parties to the Service Level Agreement a single, easily referenced document which caters for all objectives as listed above
Services
We offer a helpdesk facility to provide remote support of all hardware and software issues. The service is provided to resolve the majority of issues, through directed advice or live remote assistance.
Our service to you is supplied on an annual basis. Therefore to receive the service you must pay each annual bill.
Services will be provided between the hours of 8 am and 5 pm from Monday to Friday, except holidays. If services are required outside of these hours, an additional fee of $150 per hour will be charged.
Furthermore, we offer remote support so if a site visit is required, this will also be an additional fee of $1,000.
Terms and Conditions
The term of this agreement is a (12) twelve-month term. The renewal term will automatically start once the term has lapsed unless termination has been received.
The term or renewal term can be terminated as per a 10-day cooling off period after the commencement or renewal date of the agreement. Notice of this termination must be made in writing.
If the Client terminates the agreement prematurely to its term, then payment is due in full.
Client Responsibilities
Obligations
The Client agrees to provide IT Biz Solutions with reasonable access to all necessary personnel to answer any questions about any problems reported by the Client regarding the Software. Client also agrees to promptly implement all updates provided by either a 3rd party or IT Biz Solutions, if requested.
When requested and necessary, the Client shall provide IT Biz Solutions in writing a reasonable description of the support required along with any additional information or software required to complete the support and resolution.
Primary Contacts
The Client shall appoint one (1) individual within Client's organization to serve as primary contact between the Client and IT Biz Solutions and to receive support through IT Biz Solutions help desk. All of the Client's support enquiries shall be initiated through these contacts and logged internally in our support log.
Level of Effort
99% of the time IT Biz Solutions will start working on your support issue within (3) working days of receiving the request.
Support provided
Support provided will be as per our support procedures supplied in a separate document.
Increasing charges
We may increase the Annual Charge, Normal & Abnormal Hourly Charges as set out in this Agreement by giving 14 days prior written notice to take effect at the end of the notice period. In such an event, the Client may terminate this Agreement before the end of the said notice period by a written notice to the Company.
IT Biz Solutions Contact Information
159 Farr St, Rockdale, NSW-2216, Australia
Tel: +61 425217587
Email: support@dreamconsultancy.com
Web: www.dreamconsultancy.com.au
Style Guide
Purpose
The purpose of this document is to help individuals and departments to develop and file company documentation that is consistent with our corporate style.
This document explains the style to be applied to company documentation together with information on typography, and advice for writing and producing documents, as well as filing documents.
It is recognised that there will be documentation which is outside these guidelines, but the general format should be followed wherever possible.
Writing Style
Composition should be concise, friendly, and professional in keeping with our mission statement. Documents should be visually appealing and use unambiguous language.
Standard Operating Environment
Our standard operating environment (SOE) is Microsoft Windows and all documentation is to be produced using the associated software.
Hyperlinks
Hyperlinks may be either:
Internet hyperlinks which take the reader to a web site if a modem is in use. Internet hyperlinks must begin with https://
Word hyperlinks appear as normal text in a printed document, but in an electronic document are distinguished by the mouse cursor turning into the pointing hand shape.
Templates
There is not one standard template for documents and writers may use their own formats for documents as long as the following style guide is followed.
Note that all letters sent to external parties must be signed by the senior accountant at Burleigh
Page Layout
Only A4 paper is to be used for documents. The page margins must be as follows:
All margins (left, right, top and bottom) are to be 2.54 cm
Header or footer 1.27cm from margin line.
Headers and footers
Headers
Headers are used for all documents of more than one page. They contain the the title of the document and the title of the current section (if applicable).
Footers
Footers are used for all documents (except for letters and emails) and must contain the filename, the version of the document, the date and the page number.
Appearance
The standard font is Arial 10pt.
Heading 1 should be bold in 14pt and Heading 2 bold in 11 pt.
Automatic heading styles should be created and used to ensure consistency in heading.
See variations in guidelines for newsletter.
A document checklist must be completed to every document before the final draft is created.
Conservation
Only the second draft of a document is to be printed.
Printing must be double-sided where possible.
All printed material that is no longer needed is to be disposed of in a recycling bin.
Copyright
Copyright must be taken into account. If a report or article is to be included, make sure you acknowledge the author and/or source of the publication.
Email Style Guide
All emails should be written as follows:
Write a clear subject line.
Use greeting and closing as you would in a letter. For clients, use their first name or Mr or Mrs if preferred. End the email with Yours Sincerely.
For staff, use first names and use Kind Regards in closing. Where the email is to all staff use Dear All.
Make the email easy to read. Use short paragraphs and insert blank lines between each paragraphs. Use bullet points if applicable.
Keep the email brief.
Proof read the email. Run the spell check and check the document yourself too for spelling and grammar.
Digital security
Input devices such as thumb drives or other external memory devices should only be used if they come from a trustworthy source.
Before opening the thumb drive folder, ensure that a malware scan is run on it.
Files that are to be modified should first be saved to the computers desktop and the thumb drive ejected before beginning work on the files.
All files should be saved to the relevant folder, and not left on the desktop.
Back up of data should be performed at the end of every week. The data should be backed up onto an external memory device, which will be stored in the security c
5500418965581000-254002412365Student Portfolio
ICTSAS527 Manage client problems
00Student Portfolio
ICTSAS527 Manage client problems
RTO No: 91223
CONTENTS
TOC o "1-3" h z t "RTO Works Heading 1,1" Section 1: Client contact PAGEREF _Toc50463673 h 5Section 2: Client support provision PAGEREF _Toc50463674 h 8Section 3: Feedback PAGEREF _Toc50463675 h 10
Student name: Assessor: Date: Business this assessment is based on:
Section 1: Client contactClient 1 and their problem: Client 1 Contact: Client 2 and their problem: Client 2 Contact: Information
Assess the information about the problem that you have been provided in the support log along with the client documentation.
Document the specific problem and the supporting documentation that you have to assist.
Make sure you include information for both clients. Clearly distinguish the information into Client 1 and 2. Troubleshooting
Identify the troubleshooting methods that you can use to diagnose each clients problem.
Document each method you determine that is appropriate. Give at least two examples.
Distinguish whether you will use the same or different methods for each client. Cause
Diagnose and analyse the cause of the problem for each client.
Conduct and document further research as required. For example, you might look up on the Internet about this problem to find answers.
Make sure you include information for both clients. Clearly distinguish the information into Client 1 and 2. Resolution
Assess and document how the problem can be resolved, including any escalation requirements.
Review the ICT Support Procedure to assist you with this.
If the problem does not need to be escalated, describe what would happen if it did.
Make sure you include information for both clients. Clearly distinguish the information into Client 1 and 2. Service Level Agreement
Review the Service Level Agreement for the client and determine whether the support can be provided under the terms of the agreement. Explain why or why not.
Summarise the key procedures that are to be followed for the provision of support.
Make sure you include information for both clients. Clearly distinguish the information into Client 1 and 2. Email to client (cced to supervisor)
Document your email to the client here.
The email should confirm the support and resolution services that will be provided.
Make sure you include information for both clients. Clearly distinguish the information into Client 1 and 2.
Section 2: Client support provisionTools, equipment and materials
Write down the tools/equipment/materials you will use to complete your work for each client problem.
Make sure you include information for both clients. Clearly distinguish the information into Client 1 and 2. Support provided
You must include evidence of all of the support and resolution services you provide.
This could be a range of evidence depending on the support you provide.
For example:
Screenshots of the client issue
Screenshots of the steps you took to resolve the clients problems.
Photos of the client issue
Photos of the steps you took to resolve the clients problems.
Recordings of conversations
Emails to clients
Make sure you include evidence of all steps.
Make sure you include evidence that you communicated with the client throughout the support process e.g. emails, phone calls. As a minimum this should be advising the client that the job is complete.
Make sure you include information for both clients. Clearly distinguish the information into Client 1 and 2. 61859414351000 Attach: Evidence of support provided
Section 3: FeedbackFeedback
Write down feedback you received from the roundtable discussion on how you resolved each client problems.
What feedback did you receive?
Make sure you include information for both clients. Clearly distinguish the information into Client 1 and 2. Client survey
Write down five questions you could use to obtain feedback on support and resolutions services from a c client. What did you learn from the feedback you received from the roundtable discussion?
How would you offer support services differently in the future based on this feedback?
5500418965581000-254002412365Assessment Task 1
ICTSAS527 Manage client problems
00Assessment Task 1
ICTSAS527 Manage client problems
RTO No: 91223
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 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 students file with the evidence.
Assessment Task 1: Knowledge QuestionsInformation for studentsKnowledge questions are designed to help you demonstrate the knowledge which you have acquired during the learning phase of this unit. Ensure that you:
review the advice to students regarding answering knowledge questions in the IT Works Student User Guide
comply with the due date for assessment which your assessor will provide
adhere with your RTOs submission guidelines
answer all questions completely and correctly
submit work which is original and, where necessary, properly referenced
submit a completed cover sheet with your work
avoid sharing your answers with other students.
i
i Assessment information
Information about how you should complete this assessment can be found in Appendix A of the IT Works Student User Guide. Refer to the appendix for information on:
where this task should be completed
the maximum time allowed for completing this assessment task
whether or not this task is open-book.
Note: You must complete and submit an assessment cover sheet with your work. A template is provided in Appendix C of the Student User Guide. However, if your RTO has provided you with an assessment cover sheet, please ensure that you use that.
Questions
Provide answers to all of the questions below:
Choose a company of your choice and summarise their domain and business structure.
Complete the following table by identifying two types of industry hardware and their features and capability and two types of industry software and key features and capability.
Industry hardware Features and capability
Industry software Features and capability
Explain why quality assurance practices are important when managing clients problems. Give an example to illustrate your answer.
List three stakeholders that may be involved in managing client problems. Explain their level of involvement in managing problems.
Stakeholder type Role Level of involvement
Explain the purpose of a service level agreement and list five key items it might include.
Assessment Task 1: Checklist
Students name:
Did the student provide a sufficient and clear answer that addresses the suggested answer for the following? Completed successfully? Comments
Yes No Question 1 Question 2 Question 3 Question 4 Question 5 Task outcome: Satisfactory Not satisfactory
Assessor signature: Assessor name: Date:
