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UNIT 12 ITTSM ASSIGNMENT A (Distinction)
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Unit 12 ITTSM Assignment 01 October 3, 2023Pearson BTEC
Level 3
Extended
Diploma in
Information
Technology
ITTSM (IT TECHNICAL SUPPORT AND
MANAGEMENT) - Unit 12
Assignment 1
Learning outcomes: A
STUDENT 1
,Unit 12 ITTSM Assignment 01 October 3, 2023
Assessor:
Issue Date: 3rd October 2023
Hand in Date: 27th October 2023
Name:
Student No:
Table of Contents
Introduction.....................................................................................................4
P1.....................................................................................................................4
Purpose of Safe Working Practices................................................................5
Nature of Safe Working Practices..................................................................5
Supporting different types of users in the IT systems at SGS College and
Amazon Customer Service............................................................................6
At SGS College..........................................................................................7
Experts (IT Technicians)................................................................................8
Amazon Customer Service.........................................................................8
Intermediates................................................................................................9
Continuity of IT- based system and processes............................................10
Life Cycle of support and Management.......................................................11
Safe working practices in IT support and management..............................12
Display Screen Equipment (DSE).............................................................12
Amazon Customer Service..........................................................................12
SGS College..............................................................................................12
Manual Handling Operations Regulations................................................12
Amazon Customer Service..........................................................................12
SGS College.............................................................................................12
Portable Appliance Testing (PAT).............................................................13
STUDENT 2
,Unit 12 ITTSM Assignment 01 October 3, 2023
Amazon Customer Service..........................................................................13
SGS College..............................................................................................13
P2...................................................................................................................13
1st Line Support.......................................................................................13
2nd Line Support......................................................................................14
3rd Line Support......................................................................................14
Infrastructure Architect............................................................................14
Network Administrator.............................................................................14
SGS College...................................................................................................14
1st Line Support.......................................................................................15
2nd Line Support......................................................................................15
3rd Line Support......................................................................................15
Infrastructure Architect............................................................................15
Network Administrator.............................................................................15
Network Tools.............................................................................................15
Amazon Customer Service..........................................................................15
Network Performance Monitors and Management Tools..........................15
Provision of Desktop Computing..............................................................16
Tools for Creating and Using Images.......................................................16
Asset Management and Administration...................................................16
SGS College.................................................................................................16
Provision of Desktop Computing.................................................................16
Asset Management and Administration......................................................16
M1..................................................................................................................17
IT Support and Management Needs............................................................17
Comparing the support and management needs.......................................17
D1..................................................................................................................19
IT Support Needs......................................................................................19
Amazon Customer Service.......................................................................19
SGS College..............................................................................................19
Improvements.............................................................................................20
STUDENT 3
,Unit 12 ITTSM Assignment 01 October 3, 2023
SGS College..............................................................................................20
Conclusion.....................................................................................................21
Bibliography...................................................................................................25
Introduction
As an IT Technician, I currently work for a PC repair firm. I have been asked
to examine the IT support and management needs and characteristics of two
different organizations in my local business community. These organizations
vary in their IT systems, the number and skill levels of their users, and their
approaches to IT support. Among the several variables that I must consider
are processes, variances in user skill levels, and the necessity of completing
such operations. In this report, I will assess the purpose and nature of their IT
systems, safe working practices, job roles, and the system and network tools
used. Additionally, I will suggest potential improvements based on my
analysis. I will try to make suggestions to help my leader make an informed
decision about venturing into this sector by justifying them in detail,
insightful placement, and they are using two different business examples as
a starting point of IT Financial backing and how that can be modified to meet
the various needs of the various groups.
P1
The purpose of IT system support and administration is to enable anyone,
including end users classified as beginners, intermediates, specialists, and
administrators, to use the system. Furthermore, an office-based IT support
staff can monitor computer networks while providing technical assistance. IT
support will be able to maintain computer systems, install and configure
hardware and software, and troubleshoot technical issues.
STUDENT 4
, Unit 12 ITTSM Assignment 01 October 3, 2023
In today's digital age, efficient IT system administration is critical for the
seamless running of many organizations. While IT systems are ubiquitous,
how they are used and managed varies from one business to the next. This
document digs into the purpose and nature of safe working practices in IT
support and management for an Amazon customer care contact center and a
college, showing the differences between the two.
Purpose of Safe Working Practices
The purpose of IT system support and management Safe working practices is
to protect IT personnel, ensure data security, prevent system downtime, and
ensure compliance with laws and industry standards. They prevent
accidents, injuries, and health issues, safeguard sensitive information,
prevent system failures, and ensure compliance with relevant laws and
regulations.
The IT support team for Amazon Customer Service Call Center helps protect
customer data and transactional information. Safe practices are vital to
ensure that sensitive customer information remains confidential and
uncompromised. While the IT support team in SGS College: will maintain the
student records, grades, personal data. This must be safeguarded to comply
with education data privacy regulations. Safe practices are critical to prevent
data breaches and unauthorized access to academic records.
Amazon Customer Service Call Center): Ensuring 24/7 customer support is
essential. IT systems must be robust and resilient to minimize downtime and
maintain a seamless customer service experience. While SGS College
continuous access to e-learning platforms, student records, and
administrative systems is necessary for educational operations. Safe
practices aim to minimize disruptions and maintain the learning
environment.
Nature of Safe Working Practices
The nature of IT system Support for Amazon Customer Service Call Center
has different levels of access control which are provided to call center agents
based on their roles, responsibilities, and seniority. Access to customer
databases, transaction records, and customer support tools are all part of
this. They also use rigorous authentication to guarantee that only authorized
workers have access to the customers' data and systems. Customer call
centers must undergo frequent training on data security, privacy, and
STUDENT 5
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