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BTEC LEVEL 3 - Unit 13 - Troubleshooting & repair
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BTEC LEVEL 3 Troubleshooting and repair P1,P2,P3,P4,P5,P6,M1,M2,M3,D1,D2
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UNIT 13P1 - Explain the impact of organisatonal policies on the
troubleshootng and repair process.
Security
The security policy is vital to Saicol, Saicol will have security policies to ensure informaton like
files of users, user account informaton ssuch as username an passwor are secure an
cannot be accesse by users which o not have the require permission. Many organisatons
will not allow their employees to have full user control on the computer, which can inclu e: not
allowing users to get on specific websites, not allowing them to ownloa files from the
internet, an /or e itng setngs on computers. If an employee oes not follow the
organisatons policies, this is likely to cause viruses to get into the computers of the
organisaton, which can lea to employees being fire . The computer users also must follow
laws when using computers. For example: Data protecton act, human rights act, an computer
misuse act. If the organisaton oes not follow these laws this coul lea to prosecuton.
One example of a policy woul be not allowing IT technician to use their own sofware. This
woul be a vantageous to Saicol as it is less likely viruses will get into the computer, as Saicol
will only use sofware which is highly truste by the organizaton.
Costs
Saicol will have bu gets for all epartments within the organisaton. The IT epartment will
have a bu get. Having goo computers, impacts how efcient an efectve the eob is
complete . When the IT epartment purchases equipment it is important it meets the
specificaton, an is safe. For example, if Saicol was to purchase an ol computer which has
been use by someone previously, the IT epartment is require to perform a portable
appliance test on the computer to ensure there is no har ware issues. The efect this will have
on troubleshoot an repair proce ure is Saicol coul possibly not have the bu get for amazing
sofware an computers to make the process quick an efcient.
System downtme
System owntme is vital for Saicol which can happen for many reasons, but can be prevente if
the right proce ures have taken place, an legislaton an policies must be followe . System
owntme can impact an organisaton in a negatve way such as losing profits, or employees
unable to o their eob as the computers as the system is own. Saicol may experience
owntme for routne maintenance, which shoul be one when the computers will not be
use by other employees.
,Disrupton
Disruptons are common to occur in organisatons, in which organisatons shoul have specific
proce ures in case this oes occur, which will mean the organisaton will know the actons to take
to fix the issue safely an quickly. Saicol may have isruptons to the server at one point in tme, in
which Saicol shoul have prepare for, as in backing everything in which nothing is lost or corrupt
because of the isrupton. Saicol coul use online coul backup, or use their own har rive to back
up to.
Resource allocaton
Resource allocaton is vital to organisatons because it must be correctly use without waste
because this costs organisatons money. Saicol has many equipment to maintain, for example the
server, four work statons, an two printers. If Saicol spen s a lot on one resource, this will impact
how much can be spent on other equipment. The resources shoul only be spent if is require , so
nothing will be unuse .
Prioritsaton
At Saicol, everything will have a prioritsaton or er to make sure tasks get complete in the
most efcient an efectve or er. The biggest problem, shoul be on high priority, an the next
important afer that one. For example, if at Saicol one of the printers stoppe working, an the
server stoppe working, the server woul have priority as if the server is not working,
employees will unable to be login, while as one printer not working, will not have high priority
as Saicol has another printer which coul be use in the meanwhile.
contractual requirements
The support team employees may have to work shifs to have coverage when the ofce ofcially is
open, which can also inclu e a itonal tme uring evenings to carry out maintenance. For
example, up atng sofware of computers may not be best one uring the ay in which employees
may have to use computers to complete their tasks. Organisatons must consi er the working tme
regulatons, as breaking this coul lea to the organisaton being prosecute if an employee is
working more hours than they signe for.
A contractual arrangement involves a legal agreement between people or organisatons. For
example, Saicol coul have a contractual requirement with another organisaton to have their
computers fixe if they o not functon correctly. In which both partes must fulfil their parts
within the contract.
Trend analysis
, Tren analysis saves inci ents an how these inci ents were ealt with, this can provi e useful ata
about success or otherwise of the support team. Organisatonal policies may eci e to analysis the
ata an what ata must be recor e by the IT support team. Tren s can be known which can ai
in the forming a plan to have goo har ware or sofware. Tren analysis are useful to allocatng
bu gets an resources.
Internal customer issues: Communicatons
The en user will most likely communicate with the support team by reportng a fault.
Although, this will be one in a metho which has been set up with the support team.
Depen ing on the organisaton, there will be iferent ways of notfying the support team. One
metho may be email. If the fault has been reporte verbally, the technician nee s to recor
the issue, an the issues which are occurring. The technician may also link faults of computers
to a atabase which may help analysing tren s of faults.
Understanding impact diagnosis and repair
If the iagnosis of an issue will take a long perio , the en user may nee to try to provi e a
replacement service while the repair is taking place. For example, if one of the commuters at
Saicol is not working, then the employee which was originally using that computer may have to
move to using one of the other computers while the technician repairs the broken computer.
Customer handover & acceptance process
When the fault is fixe the recor of the inci ent nee s to be close . The en user may nee
confirmaton that the computer system works as inten e . In an on-site visit a technician may
emonstrate the equipment is functoning an ask for a signature as confirmaton it is working
as inten e . If the support was given from a phone call, a recor shoul be kept of the
telephone call ma e to the user to make sure everything is functoning as inten e .
Unresolved faults & service impact
For an organisaton, unresolve faults impact the user an possible service to external clients.
An en user will not be happy about a failure in the computer system. If the en user has a
service to external customers, the customer may be unsatsfie an may eci e to go another
organisaton.
consideratons e.g. relevant legislaton
There are legislatons to protect workers an consi er the hazar s in a workplace. One example
of the health an safety legislaton specifically must be taken into consi eraton when creatng
a policy for the repair an iagnosis of the organisatons equipment will be procee e . The
technician will also nee to follow safety proce ures for example wearing ant-statc wrist ban
when opening a computer swhich has no power to it an touching har ware, otherwise the
technician may get shocke .
service level agreements
An SLA is set to what level of support is assume . SLA may inclu e utes. For example: if a
computer is broken own, the technician must fix the computer within 7 ays of which the
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