ICTSAS432 Determine Client Problems By Questioning Or Other Techniques Assignment

You will be required to demonstrate the following: 

Notes: 

1. You are required to participate in a meeting with your trainer/ assessor. 
2. Your trainer/assessor will play the role of the client. You are required to complete the following assessment tasks and activities: 
    
   • General information about the company or individual 
   • Use questioning techniques to clarify the problem
   • Questions should be both closed questions and open-ended questions
   • The client problem/s have been clearly outlined 
   • Determine the eligibility status of individuals experiencing user support difficulty against organizational guidelines.
   • Clarify user support difficulty and change requests with the client
   • Confirm the nature of user support difficulty and change requests with the client
   • Complete the below activities after the meeting.

   C1. General information about the company or individual (40 -60 words)

   Client 1: NBC Lawyers

   NBC is a law firm in Sydney with four departments for basic operations, such as human resource management and accounting. It has a good set of customers but has operational issues.

   Client 2: Sydney Institute of Technology

   SIT is a fast-growing educational institute known for high-quality learning and career-oriented practices. The organization has many students, including alumni, who can access the web and other services.

   C2. How have you used questioning techniques to clarify the problem? (40 -60 words)

   Client 1: NBC Lawyers

   Yes, the questioning technique is used to obtain some information regarding the nature of the errors and issues on computer systems and the problems occurring due to unlicensed operating systems.

   Client 2: Sydney Institute of Technology

   Close-ended questions are asked to understand the current status of the devices and services and how far the organization can invest in upgrading the infrastructure.

   C3. Clearly outlined the client's problems (40 -60 words)

   Client 1: NBC Lawyers

   The client is using unlicensed software and facing several technical issues, including automatic shutdown of applications, error messages and codes and poor system security in a client-service environment.

   Client 2: Sydney Institute of Technology

   Outdated computer software and hardware are being used; therefore, the users cannot run the system, store data, or add new applications. There is also poor security configuration.

   C4. Determining the eligibility status of individuals experiencing user support difficulty against organizational guidelines (40 -60 words)

   • What questions did you ask?
   • What responses did you gather?

   Client 1: NBC Lawyers

   Can you please tell me more about the contract of services and the nature of the difficulties in the organization?

   NBC has a one-year contract for user support services and is facing issues regarding software applications running on particular systems.

   Client 2: Sydney Institute of Technology

   Is the organization eligible to implement resolutions and recommendations, even suggested at level-3?

   Yes, we can consider if it helps to boost security and lead to optimized use of the computer systems.

   C5. How have you clarified user support difficulty and change requests with clients? (40 -60 words) 

   Client 1: NBC Lawyers

   Discussing the problems helped identify the need for changes in operating systems and applications. They have provided comprehensive information to clarify the problem and identify acceptable solutions to them.

   Client 2: Sydney Institute of Technology

   The client provided sufficient information about the systems, guiding them to upgrade or replace them. The changes in the network, computer labs and other components are highlighted and discussed to create a change request for them.

   C6. How have you confirmed the nature of user support difficulty and change requests with clients? (40 -60 words)

   Client 1: NBC Lawyers

   It discusses how the required software and hardware solutions can resolve the problem and improve data management practices. The organizational procedure is used to discuss the difficulties in user support. The change request is confirmed, including a temporary impact on business operations and performance.

   Client 2: Sydney Institute of Technology

   The organization is growing in terms of users and devices. While the devices are highly integrated into routine operations, it is communicated that the change request can lead to disruptions in current operations for a while. Further, the nature of the problem is also communicated to discuss a feasible solution.

   C7. Based on all the information you have reviewed thus far, outline your analysis of the problem. How severe is the problem, and what are the risks of the problem? (40 -60 words)

   Client 1: NBC Lawyers

   The problem is severe because using unlicensed and pirated software can lead to introducing malicious code in the network. It can damage data, disrupt operations and result in data breaches. The sensitive data of the clients may be compromised, and it can lead to damage to reputation and financial capabilities.

   Client 2: Sydney Institute of Technology

   Outdated systems can bring performance and productivity issues. The problem is moderate because it does not impact the other systems in the network. However, the network security configuration is inadequate and can invite intruders for data breaches.

   C8. Per your workplace procedures, what is the priority given to this job?  (40 -60 words)

   Client 1: NBC Lawyers

   The priority given to this client is four because the issue occurs due to only a specific application, and the problem can be managed under a general service request. However, the concern of other technical issues, such as poor accessibility to data and services, can increase the priority to the medium category.

   Client 2: Sydney Institute of Technology

   The priority for the problem is High because the issue is network systems, including peripherals such as printers. It can impact multiple users and lead to poor productivity and security. The down or outdated services can impact most of the users connected to the network system.

   C9. Write an email to the client about the issue and how long it will take to resolve it based on the priority attached to the job. (40 -60 words)

   Client 1: NBC Lawyers

   Dear client,

   We regretfully inform you about the ongoing issue of data hacking due to the misconfiguration of the software application of your device. We are trying our best to troubleshoot it and recover the data; it might take 5-7 business days.

   We are truly sorry for the issue you had to face.

   Client 2: Sydney Institute of Technology

   Dear client,

   We are writing to inform you that the user support issue has been recorded. You may need a multi-step resolution to several problems, while the problem can impact multiple users. Considering the nature of the problem, the problem is estimated to get a solution in the next 2-4 working days.

   Thank you.

   C10. The problem you are investigating may require you to refer it to a third party, e.g. an equipment supplier. If this is an issue with the client problem you are resolving here, write an email about the problem to the third party following procedures. Your email should outline the problem. If no such third party is involved, identify a possible issue and write an email about this. (40 -60 words) 

   Client 1: NBC Lawyers

   Dear Supplier,

   We are writing this email to you as our client has faced the misconfiguration of the applications and network services. The system may have pirated or activator tools, so the Office application is not working properly. The problem can be solved without any third-party suppliers.

   Client 2: Sydney Institute of Technology

   Dear Supplier,

   The problem of network security and outdated or missed network components such as computer systems and printers can be resolved through third-party equipment. Please provide more details about the required equipment, price, and other specifications.

   Thank you.

   C11.Document the feedback you receive from the third party here (this will be your assessor). (40 -60 words)

   Client 1: NBC Lawyers

   The problem can be resolved without integrating equipment into the network system. However, a license from authorized partners is required to procure and implement. It can be done digitally, reducing the overall time to serve the user support issue.

   Client 2: Sydney Institute of Technology

   The problem needs third-party equipment, and therefore, there is a need for more time to procure the equipment. Details about the equipment and specification determine the cost, so it is good to clarify the financial constraints.

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