It Service Management And Delivery

Published Date: 02 Nov 2017

Many young people start their IT careers working in IT service delivery (sometimes called IT support). This involves supporting IT users with software issues that occur in their everyday work. Many medium and large companies have an IT support department with technicians on hand to answer user queries. This is sometimes called the IT help desk, and support can be provided by telephone, email or in person.

What skills and characteristics are needed?

Interpersonal skills are very important in software support roles, because a support technician spends a lot of time talking to users and explaining how to do things and fix problems. You need to be patient, polite and a good listener. Sound written communication skills are also important, as is a strong understanding of software issues and common user problems, such as network and printer issues.

Network Management.

As the name suggests, a network manager supervises and maintains a large network of computers. Servers, printers and other equipment in an organisation. Large organisations which have many offices and computers will typically employ network managers to run their network. Companies like ISPs (internet service providers) will also have people who do this job.

Network management involves;

-monitoring the network to check whether it is providing a good level of performance.

- configuring network hardware such as routers to provide the required network facilities.

-dealing with problems and faults.

-designing and implementing changes and additions to the network.

What skills and characteristics are needed?

First-rate, detailed technical knowledge of network software and hardware is essential for this job. Sound problem-solving skills are also required.

Hardware-related roles.

There is a limited number of jobs available in building and manufacturing hardware, as most of this work is done outside the UK. There are some roles, however, in selling, installing and configuring hardware, including that used on PCs, servers, network equipment and printers. There are also some roles in repairing computer equipment. However, as computer hardware becomes more common and less expensive, these roles will eventually mostly disappear. This is because, apart from very high end server equipment, PC equipment is becoming ‘thrown away’ as it is too cheap to make repairs economic.

There are virtually no hardware-only jobs, as every hardware job has aspects of software in it. For example, a job that involves installing hardware will also include installing and configuring the related software.

What skills and characteristics are needed?

Working in hardware repair or installation requires excellent practical skills. Troubleshooting and fault-finding skills are also vital. You will need a sound understanding of computer systems and related hardware. Health and safety knowledge is critical, including the precautions you need to take when working with electricity, lifting heavy objects, using ladders (for example, to install cables in a ceiling space) and operating tools, including power tools like drills.

Software development.

This is a very broad area covering many different types of roles. The job of a programmer can vary depending on the type of programming done:

-Web-development- for example, designing and creating web pages and writing web server software. Perhaps to create an online shop.

-Applications programming- for example, writing programs for end users, such as a game or a business application.

-system programming- for example, writing device drivers for new hardware, updating operating system components or dealing with security issues that have been identified with an operating system.

-Communication programming- for example, writing software for network devices such as mobile internet modem or a Wi-Fi router.

There are also a number of different terms for people who work in software development, such as solutions development and implementation, and applications programmers.

What skills and characteristics are needed?

To be a programmer you need the sort of mine that can deal with complex and abstract problems, such as algorithms. You will probably also need excellent mathematical skills.

Technical Writers.

Technical writers write documentation for hardware and software products. Towards the end of the software or hardware development process, a technical writer will start work on the manuals and help files for the system.

What skills and characteristics are needed?

Excellent written English is an important skill, along with the ability to explain complex procedures in a clear and understandable way. A good understanding of technical systems is also important, as the technical writer must fully understand the system to be able to write clear manuals and other documents.

Data and Information.

There are a variety of roles involved with data and information. Many businesses rely heavily on databases to store information on customers stock, orders, etc.

Data administrators set up and maintain databases and ensure the data in them is correct. They develop and maintain queries and reports which extract information from the data. Information security is also very important to many organisations, and so they employ people who check the security and validity of their data.

Security of personal data is a big issue. There have been a number of high profile cases recently where laptops or CDs containing the personal data, for example bank account details, of large numbers of people have been lost. The job of a data administrator can include securing data by making sure passwords are up to date and using techniques like encryption. It may also involve training users about how to keep their data secure.

What skills and characteristics are needed?

A good understanding of database technology is important, as well as a sound knowledge of current security issues and the Data Protection Act 1998.

PowerPoint Plan;

Introduction.

General skills.

Different roles in I.T.

Attitudes/ Attributes.