Hnd In Networking Batch

Published Date: 02 Nov 2017

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Fall

HND IN NETWORKING-BATCH -1

Prepared By

Delarn De Silva

End-User Support

Contents

Introduction

ABC Software is one of the leading companies in the industries. As a result of an evaluation the management of ABC has decided to strengthen the helpdesk functionalities of the organization. The presented is a report that has been prepared upon a research carried out by referring published material and studying further on various helpdesk systems available today.

The document will cover the below mentioned research areas.

Common Issues that helpdesk resolve.

Importance of service level agreements (SLA) for helpdesk operation and how it can be used to improve it and its technicians.

Best practices for preventive maintenance.

Check points verify the end user requirements are met.

A check list a technician should go through before a hardware upgrade.

Methods to identify the training needs of the organization and to meassurethe effectiveness of the training.

Best methods for training end user.

Deal with User Problems

Identifying common types of problems, what they are and the solution.

Issue

Example

Solution

Software Problems

Application Issues

MS Office not working.

Business software (Accounting and other) pops errors.

Connect remotely and check on errors and trouble shoot

Patching or re-installation

Operating System issues

Windows not starting.

File deletion due to virus attacks.

Use a boot device to start windows. If the issue is critical take backup and re-install windows.

Isolate the work station and run a thorough scan. Take back upand re-install windows.

Hardware Problems

Hard Disk Issues

Cannot access hard disk.

Hard disk not ditected.

Bad sectors.

Formatting.

Defragmantation

Scan Disk

Error Checking

RAM Issues

Insufficient RAM.

Loose RAM due to incorrect installation.

Install recommended levels of RAM properly in tothe mother board.

Mother Board Issues

VGA not working.

Power failure.

Processor Issues.

Replace or repair hardware devices.

Network Problems

Email Issues

Cannot send or receive email.

Check settings on the client PC and Sever.

Check communication.

Send a test email.

File Sharing

Cannot share files in the network.

Check the settings of the client pc

Check the file server status

Check communication

Testing

Network Printing

Printer cannot be accessed.

Insufficient Ink.

Check the printer hardware status

Check communication

Check client PC settings

Test Print out

Vendor Issues

Faulty Hardware

CPU Fan stop working

Mother board cracked

CPU is not assembled properly after repairs

Replacement of the component

Replacement of the mother board

Re-assemble the CPU

Bad After Sales Support

False Promises

Serving Level Agreements are not honored

Look out for better vendors

Re-negotiate Service level agreements

Software Issues

Not Functional completely

In accuracy in data

Fatal Errors

Re-installation

Re do the source code

User Issues

Lack of IT literacy

Lack of knowledge to start a computer

No capability to troubleshoot or understand the error

Training Programs to provide the knowledge

On the job training

Unauthorized Activities

Plug in personal devices

Download unnecessary files

Corrupt the computer knowingly or unknowingly

Strict IT policies on how to you the computers

Disable all external insertions centrally.

Lack of knowledge of the business software

Does not know to use official software

Continues training on business software

High Level Steps in Resolving an Incident

Inputs to the incident Procedure

Incident details logged at the service desk

Configuration details from the configuration management database

Output from problem management and known errorsNorth American Systems works with you to craft a 3rd party maintenance plan that cost-effectively meets your service level requirements.

Resolution details from other incidents

Responses to requests for change

Output from the incident process

Incident resolution and closure

Updated incident record and call log

Methods for work around

Communication with the user

Requests for change

Activities of the incident process

Incident detection and recording

Initial user support by the single point of contact (service desk)

Investigation and diagnosis

Resolution and recovery of service

Incident closure

Incident ownership, monitoring, and communication

High Level Procedure in attending a user calls to the technical help desk

Below mentioned is the recommended procedure in handling a user complaint.

User calls in.

Record the incident details

Issue ticket or reference number

Refer incident management data base for possible solutions (if it’s a known error)

If found incident resolution

Record resolution details

Forward the details to the incident owner group for prevention and monitoring

If the incident is major, log details.

Escalade record to the ownership or service group in order for further investigations.

Once the resolution is given within the allocated period of time communicate the resolution to the user and closure.

Feedback from the user on service satisfaction.

Service Level Agreements to improve performance

Internal SLAs between IT help desk and other departments offer various benefits

This implies that customer view of service-level performance is not only positive, but regular with the hope during the establishment of SLAs.

Service level can be achieved at all times

The SLAs add significant value to the overall support and maintenance.

It also carry out optimistic application monitoring corrective measures are taken before it affects end users.

It ensures that any new application will address performance expectations post implementation.

It takes well informed decisions pertaining to investments as well as utilization of infrastructure.

Entire organization. Managing expectations, boosting productivity, and increasing employee morale are all direct advantages.

SLAs also provide indirect benefits.

They can help the IT group prioritize work, and as an incentive to provide good service, they lead to better overall system performance. They can also help foster good relations between IT and other departments.

Internal SLAs provide a great opportunity to reward groups that meet or exceed the parameters and levels defined in the SLA. Besides potentially increasing corporate productivity and efficiency, they can also increase employee morale.

Internal SLAs can be used as a tool to help improve employee satisfaction. Providing a clearly defined expectation and measurable metric to evaluate compliance are key steps in establishing an effective agreement.

Importance of Different Service Level Groups

As per the below table, creating specialist groups within the Help Desk structure is highly beneficial, so that incidents relating to a particular IT service can be routed directly to the specialist group. This method will allow faster resolution of these incidents, through greater specialist training and exposure.

IT SLA Model

As per the above example, creation of specialist groups will carry the following advantages

Highly improved quality IT services within the organization.

Efficient and effective resolution of Incidents.

Provides responses to incidents as defined in SLAs.

Provides reliable information that improves staff confidence.

Business is making the best use of its IT Services

Installation of Software to an End-User

Steps to follow in carrying out end user system maintenance

As a business which deliver high-quality IT infrastructure and services planning maintenance of the end user systems is highly important. In achieving the said target, below mention are the best practices in the industry.

Planning system maintenance in advance and obtain necessary approvals from the management.

Line up the internal and external resources.

Once approved inform the end user or the group vie email of the planned maintenance work.

Back up all data.

Carry out the necessary action

Send out a notification to inform effected users when the maintenance is complete, what to expect, and what to do if it’s not functioning properly.

Monitor for any errors.

IT HARDWARE MAINTENANCE

Hardware Upgrading

There isn’t standard guideline for steps in justifying the senior management in perusing a hardware upgrade.

However the below mentioned points are the general factors which may the senior management consider when investing on IT infrastructure.

Efficiency

With a more updated IT infrastructure, the users may able to perform effectively with minimum number of errors and delays. Therefore productivity of the organization expands.

Cost Effective

With the new technology an organization can gain the above benefit mainly by cutting down over-head cost (downsizing) and return on investment in terms of organization making profits.

Software Requirements

Users may not be able to carry out their duties without delays due to the in compatibly between software against hardware.

Reliability and Accuracy

By upgrading the hardware, users’ productivity increases due to the reliability of the hardware and the accuracy of the output.

Planning Hardware Component Upgrade

When planning upgrading hardware components, there are some implications that are needed to be considered.

Necessary approvals from the management.

Inform the users of the upgrade.

Compatibility.

Disposal of old hardware.

Service Level Agreements with Vendors.

Data Backup.

Electrical Hazards.

Using the right tools.

Installation of Component

You need to obtain the following resources in order carry out the hardware

Installation

Tools

Access Rights

Hardware Components

Associated installation software

Best Practices of Hardware Installation

Check the new hardware components for physical damages

Back-up data of the user

Record all details such as serial numbers of the hardware

Carry out installation

Clean Component

Safety Checks

Reassemble the PC

Install associated software and drivers

Testing

Document the upgrading Process.

USER TRANING

Various Training Methods and Benefits

Training users on new software is critical for the improvement of information security and to maximise the return on their software investment. An important part in forming the training plan is to assess the technical skill level of those who will actually use the software on a daily basis.

Mostly, the end-users are not particularly technically equipped; however you may have different technical skill levels within a group. It’s important to segregate the two groups to provide different levels of training.

Once the below is identified on the particular product,

User levels of skill determined through assessment

Number of users going in to training

Deadline to roll out the software

The different user groups can be trained under following methods.

Training Method

Advantages

Disadvantages

Class Room Training

Efficient dissemination of large volumes of information

Effective in Explaining concepts, theories and principles

Provides opportunity for discussion

Learner does not control pace or content

Does not consider individual differences

Limited practice

Limited feedback

Limited transfer to job

Video and Film

Provides realism

Adds interest

Allows scheduling flexibility

Allows exposure to hazardous events

Allows distribution to multiple sites

Does not consider individual differences

Limited practice

Limited feedback

Limited transfer to job

Computer Assisted Instructions

Efficient instruction

consider individual differences

Allows scheduling flexibility

Allows active practice for some tasks

Allows learner control

Provides immediate feedback to task

Limited in presenting theories and principles

Limited discussion

Transfer depends on the job

High development cost

Computer Assisted Instructions with video

Efficient instruction

consider individual differences

Allows scheduling flexibility

Allows active practice for some tasks

Allows learner control

Provides immediate feedback to task

Provides realism

Adds interest

Allows exposure to hazardous events

Limited in presenting theories and principles

Limited discussion

Transfer depends on the job

High development cost

Adds more costs due to script writers, production specialist and camera crew

Simulation/Vestibule

Adds realism

Provides active practice

Provides immediate feedback

Allows exposure to hazardous events

High transfer to job

No job interference

Lowers trainee stress

Can not cover all jo0b aspects

Limited number of trainees

Can be very expensive

On the Job Training

Adds realism

Provides active practice

Immediate feedback

High transfer to job

High motivation

Lower training cost

Product Training Plan and Methods of Evaluating Users

ABC Software Company is due to release a product in a week’s time. The product training plan is as follows.

Training Need Analysis

I. Introduction

This document sets out the training plan for the XSOFT CRM Solution which is based on Training Needs Analysis.

II. Define Learning / Training Objectives and Scope

The high level objectives of the training required are:

This could cover:

XSOFT Product Launch

After Sales Support ?Query Handling

Efficient in after sales servicing

III. Training Groups

The target groups for training are:

These will have been identified through the following activities:

Frontline Staff / Call Center/ After Sales Support

IV. Training Options

Training Options

Advantages

Disadvantages

Class Room Training

Efficient dissemination of large volumes of information

Effective in Explaining concepts, theories and principles

Provides opportunity for discussion

Learner does not control pace or content

Does not consider individual differences

Limited practice

Limited feedback

Limited transfer to job

VI. Method of Training selected

Group / Individual

Knowledge / skill to be transferred

Method(s) of training

Trainers

Timescale for delivery

Call Center / Front Line Staff

After Sales Support

Product Knowledge

Pricing

High level trouble shooting

Class Room

Delarn

1 Day

After Sales Support

In Depth trouble shooting

Class Room

Delarn

1 Days

V. Resources and Logistics

Location : Internal Training Hall

Time : 9.30AM

Date : 31/01/2013

Duration : 2 Days

Hardware Used : PC, Projector and White Board

VI. Evaluation of the effectiveness of the training

Methods of evaluation both trainer and the trainee are as below.

Use of feedback critique sheets to identify first response.

Quiz or a test at the end of the training.

however in the longer term, the achievement and business crash of the training can be measured

As a result of the training, when back in the office, how is the trainee working differently?

As a result of the training, what benefit to the business has this training given?

Lessons learnt exercise for delivery of training.

According to the above scenario, the training unit has decided to go ahead with the random Quizzes during the training and a test at the end of the training (Refer Appendix A). Also in order to evaluate the training a Feedback form is to be use. Below are some advantages to back the choice on evaluation methods. (Refer Appendix A)

Quizzes allow the trainer to give feedback on the trainee instantly.

It provides opportunity for discussion

Questionnaires are simple to control and they are unnamed.

The questionnaires can be handed out after the training.

Gathering data is low-cost and simple to work out.

The appraisal can have a fairly fast turnaround.

Also there are some disadvantages,

Low motivation.

Feedback may not be genuine due to various influences.

There is no certainty the forms sent out would be returned.

Training Documents

How to Keep the Session Exciting

There are few tips to follow in order to conduct training on an unfamiliar subject successfully.

Have the training material organized at all times. It can be hard for trainees to tag along along in the session if the information presented is scrambled. Provide a sketch to the trainees for them to follow along and take notes.

Have it interesting by including practical scenarios, humor and interaction. If you simply speak facts at the attendants, they may become bored or uninterested.

Use various techniques to keep your attendants more occupied by asking questions or by holding a number of open discussions.

Include video clips and pictures in the session

Include a break for the trainees to refresh.

Have various activities, games and role plays included in the session. This is a sharp method to seed in different concepts and theories.

Questions and answers

Conclusion and a recap

Conclusion

In order achieve IT related support many organisations have adopted the IT Help Desk approach. This provides a central point of contact for handling user issues related to IT services within the organization.

WITHOUT a IT Help Desk

Users may be uncertain whom to contact in solving the issue.

Due to in proper management and lack of an escalation path of incidents, the impact of these halts may become even more severe.

Lack of consistency and reliability on information related to Incidents.

Overall productivity of the organization is at stake.

WITH a IT Help Desk

On the long run user become more IT literate.

IT Help Desk can often be a restricted access when there are high volumes of Incidents being logged. This can be avoided by deploying sufficient staff at the IT Help Desk.

IT staff should refer all users to the IT Help Desk for their incident reporting to ensure effective incident management.

Resentment may be created in functioning Specialist Support groups. It will increase when the IT Help Desk workout the escalation of events.

Great care needs to be applied to guarantee IT Help Desk staff and management are aware of the sensitivity of operation and working hard to avoid such complications.

Finally the successful implementation of the IT Help Desk process will return major business benefits including cost reductions, user satisfaction, staff motivation and commitment, and professionalism.

Appendix A

Trainee Feedback Form

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Test at the end of the training