ICTSAS426: Locate And Troubleshoot ICT Equipment, System And Software Faults - IT Project Assignment Help

Internal Code : 1AAGIB

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Task: 1 1. Explain what is involved in common client support and maintenance practices. 2. Identify and describe one current industry accepted hardware products, including features and capabilities. 3. Identify and describe one current industry accepted software products, including features and capabilities. 4. Describe one change management tool. 5. Explain the key features of quality assurance practices with regard to locating and troubleshooting information and communications technology (ICT) equipment, system and software faults. 6. What are some common change control procedures that an organisation may have in place? 7. Describe four trouble shooting methodologies. 8. Describe four system testing/diagnostic tools. 9. List and describe six common symptoms of faulty ICT equipment. 10. Identify and describe one legislative, regulatory, standard or code of practice that impacts on the ICT service sector. Task: 2 The Troubleshooting Process 1. Collect and document data relevant to the system that requires troubleshooting. Establish context and background information and determine if there is a problem/s and the nature of the problem/s. 2. Discuss the system's current functionality, including details of any proposed system modifications. 3. Identify and list any legislation, OHS requirements, codes, regulations and standards related to the problem area and include these with your documentation. 4. Identify the most appropriate fault finding method, describe your chosen method. 5. Develop and document a detailed troubleshooting processes that you will use to help resolve the problem/s. 6. Identify and list available fault-finding tools that are the most appropriate for the identified problem/s and obtain any necessary tools. Task: 3 Analyse the problem/s to be solved 1. Analyse the data you have collected and determine, then document, the likely causes of the problem/s. 2. Determine and document the specific symptoms of every problem you have identified. Task: 4 Identify a solution and rectify the problem/s 1. Formulate and document all possible solutions ensuring you make provision for rollback to maintain the continuity of IT operations and business functions. Keep in mind that some solutions may also require change control procedures, risk analysis or training needs analysis. These must be completed if your solution/s require them. 2. Create a list of probable causes of the problem. 3. Systematically test variables until the problem is isolated by applying simple checks, tests and troubleshooting process/methodology until the problem is rectified. Task: 5 Test system and complete documentation 1. Test the system to ensure the problem has been solved, this may involve communicating with the client to have them test the system following your instructions, you will need to document this communication and record the results. If the problem has not been resolved return to your troubleshooting process/methodology until the problem is resolved. (eg Please restart your computer system to ensure the problem has been solved and that everything is now working as required). 2. Identify and implement common preventative maintenance techniques to support ongoing maintenance strategies. 3. Document the signs and symptoms of the problem and its solution, and load to your database of problems and solutions for future reference. This can be loaded into the Helpdesk Software that you have used for other modules, software supplied by your teacher, other helpdesk software or Systems Support Log you are familiar with. Please provide screen prints of the completed entries.

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