Aspects of IT support

Undertaking 1 ( outsourcing )

With mention to your reading, discourse the advantages and disadvantages of outsourcing the IT support map.

My reply

Advantages of Outsourcing:

  • An outsourced IT section helps to cut down costs as administrations merely pay for the services they really use and administrations do n’t hold to name IT specializers who are really expensive to engage.
  • Outsourcing helps the companies to concentrate on the nucleus activities which help the concern to turn.
  • Outsourcing gives the entree to professional activities which help to make the work more expeditiously and with fewer errors.
  • It helps to better the service quality.
  • Outsourcing reduces the figure of resources for the company.
  • Outsourcing helps top portion the hazard between the companies.
  • Well-managed outsourcing can besides heighten the development of employees which can assist the companies.

Disadvantages of Outsourcing:

  • There is ever a fright of the service supplier discontinuing to merchandise ( bankruptcy, etc ) .
  • Company has to to the full depend on the service supplier for the work.
  • Attitude of outsourcing employees can be a job as they are non portion of the house they are functioning.
  • Loss of control over the services provided by the other company ( outsourced company ) .
  • Outsourcing besides creates possible redundancies.
  • Language barrier can be the large disadvantage because sometimes people do n’t truly understand what is asked from them.
  • Security is besides a major fact as there is ever a opportunity of escape or miss usage of the information.

Mentions

  • Bruton, N. ( 1997 ) How to Pull off the I.T Helpdesk. Oxford: Butterworth-Heinemann.
  • Knapp, Donna ( 2003 ) A Guide to Help Desk Concepts. Canada: Cengage.
  • ihotdesk ( 2008 ) IT Outsourcing [ Online ] . Available at: & A ; lt ; hypertext transfer protocol: //www.ihotdesk.com/outsourcing.html? gclid=CPefpIqlhJ8CFVtn4wodyD8pIw & gt ; [ Accessed on 21st December 2009 ] .
  • Sourcingmag.com ( 2003 ) 4 Advantages of Outsourcing [ Online ] . Available at: & A ; lt ; hypertext transfer protocol: //www.sourcingmag.com/content/c051011a.asp & gt ; [ Accessed on 21st December 2009 ] .
  • OFFSHORING TIMES ( 2005 ) IT Outsourcing with Advantages and Disadvantages [ Online ] . Available at: & A ; lt ; hypertext transfer protocol: //www.offshoringtimes.com/Pages/2007/offshore_news1444.html & gt ; [ Accessed on 21st December 2009 ] .

Undertaking 2 ( online undertaking 1 )

You are the Helpdesk Manager of an administration that has late launched a new equal chances policy. Amongst its recommendations is the demand that all staff with disablements are given equal chance to entree IT installations within the administration. You have ne’er considered such issues before.

Question 1 – What statute law must be considered & amp ; what is the legal principal that you must utilize to steer your actions? Your account should be no more than 50 words.

Answer: The Disability Discrimination Act ( DDA )

Employers of the administration must see that no individual is disabled so that the employee gets the feeling of handling every member of staff in the same manner. The Disability Discrimination Act states that the people with disablement should non be discriminated in any topographic point. The legal rule with relation to DDA is that the employers should assist the employees with disablement and should do some alterations in the administration where handicapped people can non take portion and feels that they are non the portion of the administration.

Question 2 – What tools could your Helpdesk usage to back up IT Users with disablements? Your entry should be a tabular array or list demoing the tool, a brief description of what it does and an account of why it will heighten the service of your help desk and run into the legal principal you have defined in inquiry 1. We expect your reply to be no more than a page of A4.

Answer:

The tools reference above will decidedly assist the Service desk to heighten as the staff will happen it really easy to work in our administration and will be able to give their 100 % in the peculiar work in which they are specialised no affair if they are handicapped. And all the tools reference meets the rule of the Disability Discrimination Act 2005. As the director of the Help desk I will look at every thing which stops the people with disablement to bring forth the consequences which they would hold produce if they did n’t hold disablement.

Mentions

  • Bruton, N. ( 1997 ) How to Pull off the I.T Helpdesk. Oxford: Butterworth-Heinemann.
  • Knapp, Donna ( 2003 ) A Guide to Help Desk Concepts. Canada: Cengage.
  • Accridicted Online Colleges ( 1998 ) 100 Web Tools for Learning with a Disability [ Online ] . [ Cited 10th October 2009 ] . Available at:
  • hypertext transfer protocol: //www.collegedegree.com/library/college-life/100_web_tools_for_learning_with_disability
  • Liverpool John Moores University ( 2007 ) Facilities for handicapped users [ Online ] . [ Cited 11th October 2009 ] . Available at: hypertext transfer protocol: //www.ljmu.ac.uk/cis/software/66104.htm

Critical assessment received from other pupils on my original entry

The layout of this work is good and is set in a manner that is easy for the reader to construe. You have shown a clear apprehension of the Disability Discrimination Act and have besides shown that you understand the legal rules associated with this statute law.

Your mentions are besides really enlightening and including links to web sites has besides enhanced this work greatly.

Well Done!

Actions taken in response to the feedback

The response I got on my work was good but I feel more mentions would be better to back up my reply so I have added more mention below. After traveling through my work I felt that I should include more tools which can assist the IT users with disablement.

  • National Disability Authority ( ) Aid for users with disablements [ Online ] . Available at: hypertext transfer protocol: //www.nda.ie/cntmgmtnew.nsf/0/7996B637E4CC3AEB80257066004B54C6? OpenDocument [ Accessed on 20th December 2009 ]
  • TechRepublic ( 2003 ) Proper info and tools can assist you back up users with dyslexia [ Online ] . Available at: hypertext transfer protocol: //articles.techrepublic.com.com/5100-10878_11-5034903.html [ Accessed on 20th December 2009 ]

Undertaking 3 ( online undertaking 2 )

Read Noel Bruton ‘s Article “ That Was ITIL That Was ”

Answer the inquiry in no more than 100 words ( but non a yes/no reply ) : –

Does ITIL still have a function to play in IT Support?

Answer:

ITIL has supported IT really good in past but now it is losing a spot of secret plan. ITIL is a series of best pattern books but in today ‘s universe no 1 wants to purchase expensive books as the information what is in the books can be found from other cheaper options like cyberspace. ITIL chiefly benefits the front terminal of the IT which shows they are losing the chief parts of the IT support. ITIL does non cover all the countries of IT and so has spreads in its coverage. ITIL has certain boundaries and lone trades with certain jobs which make it in effectual to back up IT. ITIL can non be a complete solution of the organisation therefore acts as an assistance to an terminal aim.

But on the other manus ITIL stills has a function to play in IT support as it provides an internally consistent model around which IT organisations can construction their service direction. ITIL besides provides great foundation which improves the bringing of IT services.

ITIL have some drawbacks but in my position “ ITIL still have a function to play in IT Support ” and person has said some things ca n’t be separated which I think is the instance with ITIL and IT.

Mentions:

  • Noel Bruton. That Was ITIL, That Was. Available: hypertext transfer protocol: //www.bruton.win-uk.net/thatwas.htm. Last accessed 01/11/2009.
  • APM Group Ltd. ( 2007 ) . General FAQs – Frequently Asked Questions. Available: hypertext transfer protocol: //www.itil-officialsite.com/faq.asp. . Last accessed 02/11/2009

Critical assessment received from other pupils on my original entry

I think you have portrayed your reply in great item ; you have researched your reply and provided good mentions associating back to your work.

You have argued for and against the inquiry with interesting points and besides have added your ain sentiment on that you think that ITIL does hold a function to play in IT support still.

Well done! !

Actions taken in response to the feedback

The feedback given by my co-worker was truly good and I thank him for the feedback. I think this is the best I could hold written for the inquiry and I do non happen any actions which I can take for this sort of response.

Undertaking 4 ( online undertaking 3 )

Read the undermentioned chapters 6 an 10 of Noel Bruton ‘s “ How to Pull off the IT Helpdesk ” Answer the 2 inquiries below:

Question 1 – Using the client/customer window theoretical account ( Figure 6.1, pg 67 ) , list the clients of a University.

My reply

University Customers would include the current pupils and the staff members which may or may non hold used the IT installations or the IT help desk which is provided to them by the university.

Passive Customer – Passive Customer would normally be the new pupils of the university who do non cognize about the aid desk and so ne’er used a aid desk.

Active Customer – Active Customer are the people who uses the service provided by the aid desk really frequently. This would include the staff and the old pupils who know about the help desk.

Clients of the university are all the Staff and pupils in the university and even deans of the school who uses the ICT help desk. Clients are fundamentally the people who are already utilizing ICT help desk.

Passive Client – Passive Clients are the persons who use the help desk merely when a job occurs to them or in other words when they need some sort of support.

Active Client – Active clients are the persons who do non utilize the help desk really frequently as inactive clients. The active client approaches the help desk for more proficient and complex support.

Question 2 – Write a client ailments process for an IT Helpdesk. This should be no more that a page of A4.

My reply

  1. Be willing to listening to the client ‘s job.
  2. Record the ailment of the client in professional mode and demo that you are concerned about their job.
  3. Reassure the client about the ailment, give them a feeling that you are concerned and will work out the job every bit rapidly as possible.
  4. Try to garner every bit much information as you can about the job from the client.
  5. Let the client cognize how the procedure of work outing the job goes and state him how long it will take to work out their job.
  6. Before stoping the conversation the member of the help desk should apologize to the client for the happening of job.
  7. Take specific action and get down the procedure of work outing the job by maintaining in head the clip given to the client.
  8. Inform the client when the job is solved or incase of any information about the job that client should cognize via electronic mail or a telephone.

Mentions:

  • Bruton, N. ( 2002 ) : How To Pull off The IT Helpdesk, 2nd Ed. , Computer Weekly Series, Oxford: Butterworth-Heinemann.
  • NNDIT ( 2005 ) Helpdesk Problem & A ; Request Management Process [ Online ] . Available at: hypertext transfer protocol: //www.dit.navajo.org/images/Docs/HelpDeskPolicyandProcessFlowChart.pdf [ Accessed on 26 November 2009 ] .
  • California State University, Long Beach ( 2005 ) Technology Service Desk Processes and Procedures [ Online ] ( Updated 9 March 2009 ) . Available at: hypertext transfer protocol: //www.csulb.edu/divisions/aa/academic_technology/thd/about/process/index.html [ Accessed on 26 November 2009 ] .

Critical assessment received from other pupils on my original entry

You have shown that you have clear apprehension of the assorted clients within a University environment and can clear up the differences between these.

Your client ailments process is laid out in a good manner and the usage of totaling aids do it more formal, possibly another manner this could be done is by utilizing slug points.

Well Done!

Actions taken in response to the feedback

Thankss for your feedback on my work. There is no bad remark on my work but I think I could hold written about the ailments process in a spot more item. The client ailments process for IT help desk is explained below in more item.

  • The staff of the help desk should be willing to assist the clients and should listen to the jobs of the clients really carefully.
  • There should be a ailment entering system and staff should demo that they are concerned about the jobs of the clients.
  • Reassure the client about the ailment, give them a feeling that you are concerned and will work out the job every bit rapidly as possible.
  • Staff should seek to garner all the information about the job which can assist them to work out it quicker.
  • Let the client cognize how the job will be solved and give an estimation clip of work outing the job the client.
  • Before stoping the conversation the member of the help desk should apologize to the client for the happening of job and state the client about how they can ask about their job.
  • Take specific action and get down the procedure of work outing the job by maintaining in head the clip given to the client.
  • Inform the client when the job is solved or in instance of any information about the job that client should cognize via electronic mail or a telephone.
  • Near the application after work outing the job.

  • Knapp, Donna ( 2003 ) A Guide to Help Desk Concepts. Canada: Cengage.
  • EDUCAUSE ( 1999 ) A Successful Help Desk Process for All IT Support [ Online ] . Available at: & A ; lt ; hypertext transfer protocol: //www.educause.edu/Resources/ASuccessfulHelpDeskProcessforA/148347 & gt ; ( Accessed on 20th December 2009 ) .

Undertaking 5 ( Future bringing of IT support )

Following on from the session in Week 12, you will research and discourse how IT may be delivered in the hereafter. This should be a short essay of about 500 words.

My reply

Harmonizing to me IT is one field which has done huge advancement from yesteryear and it will go on to do advancement in the hereafter. Technology is altering mundane and its going better as the clip is go throughing. Peoples are taking more involvement towards the IT development and seeking to develop new engineerings. There has been a immense alteration in the engineerings from yesteryear. The most common and effectual illustration of this is PCs. In past Personal computers were used to be every bit large as a room and were really expensive but now because of engineering the size of PCs has well gone smaller and researches are traveling on to do Personal computers even smaller so that they can suit in the pocket.

Harmonizing to Gartner the market portion of the computing machines will be doubled in the Western states which will assist people to make their work with more easiness and expeditiously. In future going workers would non hold to transport notebooks and other things as engineering will supply them with smaller devices which will favor the workers. Open beginning engineering will be used for all commercial package ‘s which will assist sellers and users to take down their cost of ownership and increase their net income.

The rate at which IT is come oning there is non much clip left when we will be surrounded by automatons that will coup d’etat all the work from the worlds. As the things traveling the hereafter of information engineering may prosecute utilizing computing machines to heighten the human encephalon.

Joseph F. Engelberger who is referred to as “ Father of robotics ” has said in the future automatons will be used for caring the old people, security and jurisprudence enforcement works more so the worlds.

The lists of some engineerings which will be used in the hereafter are given below:

  • Memristor – It is a device which can retain information of how much current has passed through it. It will be cheaper and much faster than brassy memory and will let greater memory densenesss. Developer of memristor says they could besides replace RAM french friess. This consolidating of constituents and low-cost monetary value could take to computing machines that would suit in the pocket and run a batch faster than today ‘s Personal computers. This engineering will likely come into consequence after 2016.
  • Wireless Power Transmission – Intel research workers have demonstrated a method for throwing electricity without wires to a distance of a few pess without any dangers of bystanders. This engineering is called “ radio resonating energy nexus ” by the Intel. It will work on the rule of resonance. This design is so far crude ; still it can illume up a 60 W bulb with 70 % efficiency.