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Unit 20 - Managing and Supporting Systems A2
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- PEARSON (PEARSON)
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Managing and Supporting SystemsDesign and implement an IT support infrastructure
Plan for Managing and Supporting the IT System
Network Code of Practice:
1) Develop and enforce a network code of practice that outlines acceptable use policies,
network security measures, and guidelines for network resource allocation.
2) Clearly define rules regarding internet usage, data sharing, and email communication to
ensure compliance and mitigate security risks.
Support Request and Escalation Procedures:
1) Establish a support ticketing system or helpdesk platform to track and manage user support
requests.
2) Define clear procedures for users to report issues or request assistance, including designated
contact channels and response time expectations.
3) Implement an escalation process for high-priority or complex issues that require advanced
technical expertise or involve multiple stakeholders.
Service Level Agreement Proposal:
1) Prepare a Service Level Agreement (SLA) proposal outlining the IT services provided,
performance expectations, and response and resolution times.
2) Define metrics to measure service quality and uptime, such as mean time to respond (MTTR)
and mean time to repair (MTTR).
3) Obtain approval from relevant stakeholders, ensuring alignment with the organization's
needs and priorities.
Contingency Plans:
1) Develop contingency plans to address potential system failures, natural disasters, or security
breaches.
2) Establish backup power supply systems, such as uninterruptible power supplies (UPS), to
prevent data loss and maintain system availability during power outages.
3) Implement a robust data backup and disaster recovery strategy, including regular backups,
offsite storage, and periodic testing of restoration procedures.
User Support Documentation:
1) Create user support documentation, including user guides and FAQs, to provide step-by-step
instructions for common tasks and troubleshoot common issues.
2) Maintain a knowledge base or internal wiki containing technical documentation,
troubleshooting tips, and best practices for IT system usage.
3) Regularly update and communicate support documentation to ensure users have access to
accurate and relevant information.
,Managing and Supporting Systems
Security Policies, Access Control, and Traffic Management:
1) Develop and enforce security policies to safeguard the IT system and protect sensitive data.
2) Implement access control mechanisms, such as user authentication and authorization, to
ensure appropriate access to shared folders based on user groups (junior staff, managers,
directors).
3) Configure network traffic management tools, such as firewalls and intrusion detection
systems, to monitor and control incoming and outgoing network traffic for enhanced
security.
User Desktop Interface Design:
1) Design a standard user desktop interface with a cohesive and user-friendly layout.
2) Customize the desktop background with the company logo to promote branding and a sense
of identity.
3) Create shortcut icons on the desktop for essential applications, including word processing,
spreadsheet, calculator, file explorer, and Google Chrome, to facilitate user productivity.
System and Network Requirements:
1) Determine the hardware and software requirements for the server, network switches, PCs,
and printers based on the anticipated workload and user needs.
2) Procure and configure the necessary equipment to meet the requirements, ensuring
compatibility, scalability, and performance.
Backup Procedures:
1) Implement a regular backup schedule for the shared folders on the server, including the
general, policies and procedures, and management folders.
2) Define backup retention periods, frequency, and storage locations to ensure data availability
and recovery.
3) Perform periodic testing of backup and restoration processes to verify data integrity and
identify any potential issues.
By following this plan, you can effectively manage and support the IT system at the new branch
office, aligning it with the organization's requirements. Regularly review and update the plan to
adapt to evolving needs, technology advancements, and security best practices
Feedback
Altaf: This plan covers the main points briefly but could be more detailed with specific information
for example a backup procedure needs to state exactly when backups will be done and how they will
be implemented.
, Managing and Supporting Systems
Network Code of Practice:
1) Be respectful of the organization's hardware
2) Maintain the equipment and your data.
3) Respect the privacy of others and your own, which includes keeping passwords and other
personal information to yourself.
4) Avoid using the device for activities unrelated to your job.
5) Follow copyright guidelines while using the internet
6) Before connecting to the network, every device that will be used must be inspected.
Support Request and Escalation Procedures:
It is up to the support technician to either resolve the issue or escalate it in severity so that a
higher-level support technician will be assigned to the issue when a system problem is
discovered and the user demands a fix. Therefore, the higher up the ladder a problem is
passed, the more serious it is. When it comes to our network, depending on how severe the
issue is, we would probably use an online interface, such as a messaging system, and then
use it to move the platform up the hierarchy
Service Level Agreement Proposal:
This is a legal document that enables the customer and service provider to specify the terms
of what the customer will receive and how much they will pay for it. This stops the customer
from getting poor service even when it costs a lot of money.
Contingency Plans:
The backup plan I'll utilise if our initial plan doesn't work out is called a contingency plan.
Plans for disaster recovery and, in some situations, business continuity is also included.
These plans include strategies to ensure that operations resume as usual following or, in
certain cases, even during an emergency.
User Support Documentation:
This document contains details that make it simpler for customers to utilise the product.
Diagrams, instructions, or any other type of information that makes it easier for the end
user to utilise the items may be included in this material. This type of documentation is very
useful for a number of reasons, but principally because it enables the user to identify issues
and resolve them on their own. This keeps the help system from being overrun with
inquiries from users who can resolve their own problems. This makes it easier for new users
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