Unit 12 - IT Technical Support and Management Assignment 1 DISTINCTION
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Course
Unit 12 - IT Technical Support and Management
Institution
PEARSON (PEARSON)
DISTINCTION LEVEL ASSIGNMENT LEARNING AIM A
UNIT 12 IT TECHNICAL SUPPORT AND MANAGEMENT, COVERS ALL CRITERIAS
P1. Explain the purpose and nature of safe working practices required in the support and management of different IT systems. A.P2. Explain the job roles and system and network tools ...
Examining IT Support – Assignment 1
Introduction
As an IT technician at a PC repair company, I have been tasked by my manager to explore the
potential of offering IT support and management services to local businesses. This involves
researching the health and safety regulations, tools, and nature of this field. In addition, I will be
comparing and contrasting various types of IT system support, including both internal and external
technical support.
I will be focusing on two organisations: a large law firm and a small retail business. Through this
comparison, I will identify the unique support needs and characteristics of different IT systems,
including software and hardware requirements, network configurations, and user training.
Purpose and Nature of IT System and Support Management
What is IT System Support and Management?
IT support and management involves the administration and maintenance of an organization's
information technology systems, including hardware, software, networks, and databases. This
includes tasks such as troubleshooting technical issues, installing and updating software, managing
user accounts and permissions, and ensuring that data is secure and backed up. IT support and
management also involves creating and implementing IT policies and procedures to ensure that the
organization's IT systems are used effectively and efficiently. Overall, IT support and management
plays a crucial role in ensuring that an organization's IT infrastructure is reliable, secure, and
optimized for productivity.
Continuity for Organisations
An IT support system also ensures continuity for organizations. This means that in case of any
disruptions, the IT support team can quickly address the issues to ensure that users can continue
with their day-to-day tasks without any interruption. The IT support team can provide continuity for
both systems and processes within the organization.
For example, in a law firm, the IT support team would be responsible for maintaining important
systems such as the case management software, document management systems, and email
servers. Any disruption to these systems can cause significant delays in legal procedures and delay
the firm's productivity. By ensuring that these systems are running smoothly, the IT support team
can provide the necessary continuity to the law firm's operations.
Also, the IT support team can ensure continuity in the processes used within the organization. For
example, the IT support team can develop and maintain standard operating procedures for hiring
new employees, managing client data, and managing IT-related incidents. These procedures ensure
that the organization's processes remain consistent and efficient, regardless of any changes in the
organization's structure.
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, System Life Cycle
The proper functioning of organizations depends heavily on their systems, which play a crucial role
in improving productivity. However, the effectiveness of systems is largely determined by the system
development cycle.
The System Life Cycle typically comprises four significant stages: design, testing, operation, and
decommissioning.
Design – The design stage of the system life cycle is critical because it influences an organization's
image and brand. At this stage, the organisation should concentrate on creating an eye - catching
logo and slogan that will appeal to their target audience. They must also design a system for their
workers' procedures, set realistic deadlines, and acquire the resources required to facilitate the
process.
Testing – During the testing stage, the implementation would be put in place, and the response of
the staff would be analysed to determine the company's efficiency.
Operation – During the operation phase, the primary objective is to maintain maximum efficiency
and productivity for the company. The evaluation of results such as sales, profit, revenue, and
customer satisfaction is crucial in achieving this goal. As time passes, the system implemented may
become outdated and less effective than when it was initially introduced.
Decommissioning – The decommissioning phase involves removing the system from service and
disposing of it in a responsible manner. This stage is necessary because the system has become
obsolete and is no longer needed, or it may have reached the end of its useful life. The organization
must ensure that all data is securely backed up or transferred to a new system before
decommissioning to prevent loss of important information. Additionally, any hardware or software
must be disposed of properly to avoid environmental hazards. The decommissioning phase marks
the end of the system's life cycle and allows for the implementation of newer and more effective
systems.
The Support and Management Needs of Different Organisations
In today's world, IT support and management play crucial roles in the success of an organization.
Therefore, IT support personnel must possess a comprehensive understanding of the key elements
that constitute a strong IT support and management strategy. I will outline eight essential IT support
and management skills that are necessary for a company to thrive and fully leverage technology.
Troubleshooting – One of the essential IT support skills that organizations require is the ability to
troubleshoot general issues that their staff may encounter. This skill is critical because it enables the
IT support team to attend to the needs and requests of the company's employees promptly. Being
able to diagnose computer problems or identify why a device is not functioning correctly is a
valuable asset for any business. In the event of IT equipment failure, it can cause frustration among
employees and lead to a decrease in productivity and wasted time, which can have a detrimental
effect on the organization.
Software Licensing Basics – Investing in understanding Software Licensing Basics is crucial for any
company, particularly for new businesses, as large software licensing agreements can quickly
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