ICT50120: Diploma of Information Technology Manage Client Problem - IT Computer Science Assignment Help

Assignment Task:

Task:

Plagiarism is the act of representing as one’s own original work the creative works of another, without appropriate acknowledgement of the author or source.
Collusion
Collusion is the presentation by a student of an assignment as his or her own work, which is in fact the result in whole or in part of unauthorised collaboration with another person or persons. Collusion involves the cooperation of two or more students in plagiarism or other forms of academic misconduct and as such both parties are subject to disciplinary action.
Plagiarism and collusion constitute cheating. Students who engages in plagiarism and collusion will receive a FAIL or Not Yet Competent (NYC) outcome.
Student Declaration & acknowledgement
When you submit your assessment here you are declaring that:
This assessment task is my own work based on my personal study/research and not the work of another student and/or source and comply with all relevant copyright.
I have acknowledged all materials and sources used to prepare this assessment task
I have not plagiarised or copied any part of this assessment task from the work of any other student or source either.
This assessment task has not previously been submitted
I am aware of the requirements set out in the unit outline and explained by the trainer
I have kept a copy of this assessment task for my own records in the event I have to reproduce my work.
I understand that if there is any doubt of the authenticity of any piece of my assessment I can be orally examined, and the signatory of evidence records may be contacted.
If I am caught in plagiarism or collusion, I will accept South Sydney college (SSC) action as specified above.
Students Signature: ________ Insert signature here. _________ Date: Write the date here. _143195143195
Assessment Results Tracking for Assessors and Administration – Refer to the marking guide for assessor’s comments


IntroductionThe assessment tasks for ICTSAS527: Manage Client Problems are outlined in the assessment plan below. These tasks have been designed to help you demonstrate the skills and knowledge that you have learnt during your course.
Please ensure that you read the instructions provided with these tasks carefully. You should also follow the advice provided in the IT Works Student User Guide. The Student User Guide provides important information for you relating to completing assessment successfully.
Assessment for This Unit
ICTSAS527: Manage Client Problems describes the performance outcomes, skills and knowledge required to liaise and support clients to manage and resolve problems in an Information and Communications Technology (ICT) environment.
For you to be assessed as competent, you must successfully complete two assessment tasks:
Assessment Task 1: Knowledge questions – You must answer all questions correctly.
Assessment Task 2: Project – You must work through a range of activities and complete a project portfolio.

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 South Sydney College’s 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.
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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 South Sydney College has provided you with an assessment cover sheet, please ensure that you use that.

Questions
Provide answers to all of the questions below:
146050400685Provide your answer here.00Provide your answer here.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
102822637540Provide your answer here.00Provide your answer here.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
129396513727Provide your answer here.00Provide your answer here.Explain the purpose of a service level agreement and list five key items it might include.


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 organisation’s support procedures that are to be followed
You will also need to develop an email confirming the support and resolution services that will be provided. This will be to each client and cc’ed to a relevant manager (for the case study this will be the ICT Manager).
Detailed instructions are included in the Portfolio. You should also ensure you follow the style guide for all communications.
Complete Section 1 of your Project Portfolio.
Submit this to your assessor.

-12077040149Provide your answer here.00Provide your answer here.
Client support provision
You are now required to implement the process you developed in the previous activity for resolving each client’s problem. You are to use the required tools, equipment and materials to complete the work, noting down in your Portfolio what these are.
You are required to provide evidence of the support you provided to resolve the problems, along with communication with your supervisor and clients.
For all of the support issues identified in the support log, you will be able to simulate these situations on a computer, for example, running a virus check on any computer. Speak to your assessor if you need help with this. Your assessor will play the role of the client as relevant.
See the detailed guidance in your Portfolio for the evidence you must provide.
Complete Section 2 of your Project Portfolio.
Submit this to your assessor.

-874630Provide your answer here.00Provide your answer here.
Round table discussion
In a group round-table style discussion with a student group of approximately four or five, you will discuss the client problems and how you resolved them. The purpose of the discussion is to get feedback on the way you resolved the issue and to determine ways that you could improve support services for the future.
Each person in your group will share their client problems and the way they resolved them so you will also need to provide feedback to them as part of the discussion.
Each person will have a turn of approximately 10 minutes per person).
Make notes on the feedback you receive and what you learnt as you will need to use this information in the next activity.
Your assessor will also be looking to see that you can:
demonstrate effective communication skills including:
Speaking clearly and concisely
Using non-verbal communication to assist with understanding
Asking questions to identify required information
Responding to questions as required
Using active listening techniques to confirm understanding
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This can either be viewed in person by your assessor or you may like to video record the session for your assessor to watch later. Your assessor can provide you with more details at this step. Make sure you follow the instructions above and meet the timeframes allocated.

-10351648775Provide your answer here.00Provide your answer here.
Feedback
The final part of the assessment requires you to obtain feedback from the client. Develop a short survey (5 questions) that you could send to each client asking for feedback and include it in your Portfolio.
You are also required to use the information you gained from the Roundtable meeting to document ways that you could improve support services for the future.
Complete Section 3 of your Project Portfolio.
Submit to your assessor for marking.

-16518457401Provide your answer here.00Provide your answer here.
Submit your completed Project Portfolio
Make sure you have completed all sections of your Project Portfolio, answered all questions, provided enough detail as indicated and proofread for spelling and grammar as necessary.
Submit to your assessor for marking.

Assessment Task 2: Checklist
Student’s name: Write name here.Did the student: Completed successfully? Comments
Yes No Identify support requirements and procedures including:
Identifying the client’s point of contact.
Assessing information about the problem and client documentation.
Identifying the troubleshooting methods to use to diagnose the problem.
Diagnosing and analysing the cause of the problem.
Conducting further research as required to assist with diagnosing and analysing the problem.
Assessing and documenting how the problem can be resolved.
Reviewing support procedures that are to be followed.
Determining escalation requirements.
Documenting the step by step process to follow to resolve the problem for the client.
 

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