Reference no: EM132242006 , Length: word count:3000

Client Support Assignment -

Assessment Task 1: Confirm system integrity and provide operation and maintenance guidance

Part 1 -

a. Identify all the stakeholders of the computer system.

b. Identify the structure and culture factors that will affect the support activity in BFTC.

Document your findings and submit these to your Facilitator for review.

Part 2 -

Refer to the case study and review the functioning of all system components in BFTC, including standalone computer and network environment. Also, find out the limitations and shortcomings of the current system and develop an action plan in order to improve the functioning of the college IT system.

a. Study the current system in the case study and analyse how the system is functioning including hardware, software, client computers and servers.

b. Based on your findings, create an action plan. Your action plan should be well written and formatted appropriately. (A template has been provided.).

c. Refer to the case study and create a short change management plan for the IT department. You can use the sample template provided. The change management document should include possible improvements to the current IT department of BFTC.

Part 3 -

Review your action plan with your client (Facilitator) and document the system components as per the standards and procedures of BFTC included in the case study.

a. Discuss and review with your client (Facilitator) the action plan created, completing any required modifications.

b. Document the details of the system components following the standards and procedures of BFTC provided in the case study.

Part 4 -

Identify and suggest possible improvements for operational and procedural issues, including any maintenance issues.

a. From the case study, identify the operational and procedural issues currently present at BFTC. Review and develop suggested improvements to address these issues.

b. From your understanding of the IT infrastructure, research hardware and software maintenance issues which may occur at BFTC. Include these in your report.

c. Prepare a schedule of Cost.

Part 5 -

Develop Service Level Agreements (SLAs) for the college. Consult and clarify outstanding issues with your client.

a. SLAs define the level of service which is formally developed for BFTC. Based on the guidelines from the case study, develop SLAs for BFTC which address the maintenance, operational and warranty of system components. As there are no specific warranty policies for system components, allow for the issues relating to warranty policies in your SLAs.

b. Consult with your client (Facilitator) regarding any issues included in the case study that need to be addressed. These issues can be related to maintenance, operations or warranty of system components.

Assessment Task 2: Hand over system to client and determine support areas

Part 1 -

Demonstrate the installed system to client and obtain sign-off.

Demonstrate the installed components in BFTC to your client (your Facilitator) including hardware, software and network. You should perform this work in a computer laboratory in the presence of your Facilitator. This could also be simulated in VMWARE where applicable. You should install hardware components and software components. Your Facilitator will have a checklist which will record your work.

Note: Discuss and confirm with your Facilitator (client) the elements to be installed prior to commencing. If any component is not available for any reason, you can use alternative components suggested by your Facilitator.

a. Create a list of hardware and software components with corresponding vendor information. This information can be provided in the table format by identifying the vendors supplying the items and the cost of each vendor. The table should include at least two vendor comparison for each item.

b. Hardware components include processor, RAM, network interface card, keyboard, mouse. This can be simulated as a virtual machine (VM). Take a screenshot of your system configuration where applicable.

c. Software components include Windows 10 and other applications including antivirus, Office 2016. Install team viewer as a communication tool with the end users to provide remote support activities.

d. Create a list of support activities you have performed in (a) and (b) in order to get client's approval. Identify the procedures performed to acknowledge protocol differences in services offered. For instance, installing hardware may require generating a purchase order or using a safety equipment. The information can be outlined in a table format.

e. Once the client is satisfied with the installed system, obtain their sign- off.

Contact client with the updated system and obtain approval by emailing your client.

Develop the required support procedures and assign support personnel.

Part 2 -

Review the different support needs required by the departments of BFTC. Review the support procedures and update them to provide required levels of support.

a. Communicate with client using email to confirm whether the support procedures you have identified meet the needs of each department.

b. In your email include the list of activities performed in your task as a "resolution report". Include the advantages gained due to system upgrade. Also included the disadvantages of previously used system before upgrade. The explanation should keep the recent ICT industry changes into consideration.

c. Update the procedure for providing support as suggested by the client. In your new support procedure, include all details such as type of support, method of contact, frequency of meeting and reporting.

d. Share this information you have compiled in the "resolution report" and updates to support procedure with your supervisor (facilitator). The report should clearly highlight the recent development trends in the ICT industry and how it has been incorporated into your "resolution report".

e. Review the SLA created in the previous task using the checklist provided. Include changes in support procedure as identified in Part 2 task (c).

Part 3 -

a. Discuss and confirm short term implementation, support and training needs with the client. This should include objectives and implications of system upgrades. Document these needs and submit to the appropriate person.

b. Use email or face to face communication to communicate the short term changes that could be implemented at BFTC.

c. Based on the training policies from the case study, create a short training plan for conducting the necessary Moodle training. This training plan should include:

i. Training activities

i. Duration of training

ii. Venue details

iii. Trainer details

iv. Outcomes of training.

d. Document all these needs in a proper format and submit to your Facilitator.

Assessment Task 3 -

PURPOSE - This Assessment Task is designed for you to demonstrate that you can perform an analysis of an existing ICT environment against an organisation's strategy and future direction.

Read your case study 2 - 3 times before starting your assessment. If you are having any trouble understanding the case study then contact your assessor.

It is based around a case study that lists the existing ICT tools and systems with their limitations, and clearly states the envisaged ICT platform required for the business.

This Assessment Task has three (3) parts: an evaluation, a proposed change and impact assessment, and gaining the client's acceptance.

Task 1A: Evaluation

In Part A, you need to conduct an evaluation of a business strategy and an existing ICT environment using a specified business scenario.

Task 1B: Change and impact assessment

In Part B, you need to develop a proposal of change submission to management.

To justify the proposal, a change impact assessment will need to be prepared, listing advantages and disadvantages between the existing and proposed ICT infrastructure environments.

Task 1C: Client 's acceptance

In Part C, you need to have this proposed change approved by management.

YOUR ASSESSMENT TASK - This is an individual Assessment Task in which you will be assessed on your own contribution. There are 3 parts to this Assessment Task - you must complete all 3 parts.

Make sure you read each part to clearly understand what is required. Refer to the provided Case Study for the Assessment Task scenario.

Assessment Task 1 and 2 must be completed successfully before commencing Assessment Tasks 3.

TASK 1A - EVALUATION

Write a report of 400 words addressed to the education manager providing an evaluation of the organisation's strategy and existing ICT environment and operational practices. Make sure you highlight any discrepancies between them and whether they align with the new strategy based on the following:

a) Organisation strategy/ PEST analysis

b) Business opportunity

c) Business solution

d) Existing ICT hardware analysis, including any required security considerations

e) Existing ICT software analysis, including any required security considerations

TASK 1B - CHANGE & IMPACT ASSESSMENT

Following this, a proposed change and impact assessment report needs to be prepared and submitted for approval to justify initiating the project.

Write a report of 600 words addressed to the education manager providing a change and impact assessment that addresses the following topics:

a) Proposed ICT requirements

b) Advantages and disadvantages of existing and proposed ICT environments

c) Timeframe for project delivery

d) Resources required

e) Budget of ICT

f) Impact assessments for the following:

• Technical
• Economic
• Social
• Operational
• HR

g) Implications

h) Success criteria

TASK 1C - CLIENT'S ACCEPTANCE

At the end of the change and impact assessment report, you need to create a section titled "Client's Acceptance" on a new page where the client declares acceptance by signing this appraisal.

To allow your assessor to identify your work, it is important to use the following naming convention when saving your work for this Assessment Task.

Note - Words - around 1000x3 = 3000 for all 3 tasks. do any 1 if u want or all 3 tasks.

Attachment:- Assignment Files.rar