Unit 4
Assignment Details
Service-level agreements (SLAs) need to be established so that customers and the help desk both know what is expected of them. You are working with your management team and the customers to establish appropriate SLAs and to determine which metrics will be used to measure and report the service levels. Based on these metrics, the results will determine whether you get bonuses or penalties, or even keep their business.
There are also many cultural considerations involved when supporting an IT Help Desk environment in the international business world of today. Cross-cultural management is key to understanding many of the diversity considerations that come along with working with customers who speak different languages, work from different time zones, have various levels of system infrastructures within their organizations, work through political protocols and events that impact the economics of their organizations, and work on various types of financial transactions systems. These customers can be internal or external-facing as well.
You may review Chapter 9, pages 334-341, of the textbook for IT service and ITIL in general and use the following reference for SLAs and associated metrics to complete this assignment.
Best Practices for Service-Level Agreements and Metrics
https://www.cio.com/article/2438284/outsourcing-sla-definitions-and-solutions.html
To help facilitate the discussion and educate the help desk staff, provide feedback for a report titled Processes and Problem Resolution that includes the following:
Define service level and SLA.
What kinds of metrics will you measure? Why measure these metrics?
Which metrics will keep your customer happy? Why measure these metrics?
Which metrics will keep your help desk analysts happy? Why measure these metrics?
Which metric has the best chance of success and customer satisfaction? Why measure this metric?
In addition respective to cultural diversity, complete the following:
Research cultural diversity in the workplace and explain 2-3 of the challenges that could present when working with customers from various international cultures.
Describe 2-3 aspects of how an IT Help Desk Analyst would provide proper communications to international customers such as overcoming linguistic barriers, time zone differences, response time etc.
Category: Computer science : Information Technology (IT)
Case Scenario 1: Add New User Accounts
Your organization has acquired another company, “Boss Std” with 100 users. The “Boss Std” network doesn’t use Microsoft Technologies. Instead, the company uses a Linux-based directory service solution. The VP of Information Technology would like to add new users to the organization’s Microsoft Active Directory network as soon as possible. She is considering hiring college students to add all user accounts manually.
Use the class textbook, the Library Database Books 24×7, and the Internet to research and support your answers:
Do you agree with her solution? Why or why not?
What Microsoft solution(s) would you select to create the user accounts? Explain.
Case Scenario 2: Organization Units and Group Policy Objects
The VP of Information Technology informed the network administrators that they must restructure the Active Directory Organizational Units because the company decided to consolidate the Sales and Marketing Departments in one. The company must also implement new security policies across the entire organization to comply with new state laws. Some of the new requirements include displaying legal notices to all users, moderating access to the control panel, increasing the password length/complexity, and restricting removable media drives. As the Active Directory expert, you have been asked the following?
Use the class textbook, the Library Database Books 24×7, and the Internet to research and support your answers:
How can the consolidation be implemented without affecting users’ access to network resources? How?
What should you configure to meet the new security policy? Provide full explanations and examples.
Unit 4
Assignment Details
Service-level agreements (SLAs) need to be established so that customers and the help desk both know what is expected of them. You are working with your management team and the customers to establish appropriate SLAs and to determine which metrics will be used to measure and report the service levels. Based on these metrics, the results will determine whether you get bonuses or penalties, or even keep their business.
There are also many cultural considerations involved when supporting an IT Help Desk environment in the international business world of today. Cross-cultural management is key to understanding many of the diversity considerations that come along with working with customers who speak different languages, work from different time zones, have various levels of system infrastructures within their organizations, work through political protocols and events that impact the economics of their organizations, and work on various types of financial transactions systems. These customers can be internal or external-facing as well.
You may review Chapter 9, pages 334-341, of the textbook for IT service and ITIL in general and use the following reference for SLAs and associated metrics to complete this assignment.
Best Practices for Service-Level Agreements and Metrics
https://www.cio.com/article/2438284/outsourcing-sla-definitions-and-solutions.html
To help facilitate the discussion and educate the help desk staff, provide feedback for a report titled Processes and Problem Resolution that includes the following:
Define service level and SLA.
What kinds of metrics will you measure? Why measure these metrics?
Which metrics will keep your customer happy? Why measure these metrics?
Which metrics will keep your help desk analysts happy? Why measure these metrics?
Which metric has the best chance of success and customer satisfaction? Why measure this metric?
In addition respective to cultural diversity, complete the following:
Research cultural diversity in the workplace and explain 2-3 of the challenges that could present when working with customers from various international cultures.
Describe 2-3 aspects of how an IT Help Desk Analyst would provide proper communications to international customers such as overcoming linguistic barriers, time zone differences, response time etc.
Case Scenario 1: Add New User Accounts
Your organization has acquired another company, “Boss Std” with 100 users. The “Boss Std” network doesn’t use Microsoft Technologies. Instead, the company uses a Linux-based directory service solution. The VP of Information Technology would like to add new users to the organization’s Microsoft Active Directory network as soon as possible. She is considering hiring college students to add all user accounts manually.
Use the class textbook, the Library Database Books 24×7, and the Internet to research and support your answers:
Do you agree with her solution? Why or why not?
What Microsoft solution(s) would you select to create the user accounts? Explain.
Case Scenario 2: Organization Units and Group Policy Objects
The VP of Information Technology informed the network administrators that they must restructure the Active Directory Organizational Units because the company decided to consolidate the Sales and Marketing Departments in one. The company must also implement new security policies across the entire organization to comply with new state laws. Some of the new requirements include displaying legal notices to all users, moderating access to the control panel, increasing the password length/complexity, and restricting removable media drives. As the Active Directory expert, you have been asked the following?
Use the class textbook, the Library Database Books 24×7, and the Internet to research and support your answers:
How can the consolidation be implemented without affecting users’ access to network resources? How?
What should you configure to meet the new security policy? Provide full explanations and examples.
Securing Physical Hardware
Instructions
Answer the following questions in full paragraph form from the perspective of a network technician or administrator.
Case Scenario 1: Protecting Hard Drives
You provide support for a commercial bioengineering lab. Mizuki is a chemist working on a sensitive project. The IT Department has provided a computer that has two large hard disks and runs Windows 10. One hard disk offers ample disk space for her programs and data files. She would like to work in multiple partitions on the first hard drive. She would also like to secure the second hard drive to protect critical files and folders related to the project. Mizuki asks you to provide the best solutions for each hard drive. (Minatel & Handlon, 2017 p. 162).
Use the class textbook, the Library Database Books 24×7, and the Internet to research and support your answers:
What approach would you use to recommend Mizuki’s request for each hard drive? Why?
you will create an infrastructure design that considers the key elements of software, hardware, security, and business process flow for your e-commerce startup company. You will also use graphics tools to create a supporting data flow diagram (DFD) for your infrastructure design. The infrastructure design provides an opportunity to visualize the key elements and how they are connected for maximum effectiveness.
Unit 3
Assignment Details
You have convinced the management team that a phone-based solution is not the most appropriate solution. Your recommendation is to set up a self-service-based support environment.
Here are 2 references to support your recommendation and help with this assignment:
Customer Self-Service
https://blog.hubspot.com/service/customer-self-service
Web-Based Help Desk Tools
https://blog.hubspot.com/service/web-based-help-desk?toc-variant-a=
Also please review pages 64–65 from Chapter 2 of the textbook for communication skills.
Include the following for a report titled IT Systems Support that you are preparing for the management team:
Describe what self-service support entails and how a Web-based solution can be implemented to meet the request.
Describe the tools that are available with Web-based support.
Explain how IT Support can effectively interact with those customers who differ in beliefs, behaviors, values, or views by exploring diverse perspectives.
Unit 3 Assignment Details
You have convinced the management team that a phone-based solution is not the most appropriate solution. Your recommendation is to set up a self-service-based support environment.
Here are 2 references to support your recommendation and help with this assignment:
Customer Self-Service
https://blog.hubspot.com/service/customer-self-service
Web-Based Help Desk Tools
https://blog.hubspot.com/service/web-based-help-desk?toc-variant-a=
Also please review pages 64–65 from Chapter 2 of the textbook for communication skills.
Include the following for a report titled IT Systems Support that you are preparing for the management team:
Describe what self-service support entails and how a Web-based solution can be implemented to meet the request.
Describe the tools that are available with Web-based support.
Explain how IT Support can effectively interact with those customers who differ in beliefs, behaviors, values, or views by exploring diverse perspectives.
Hi, I need you to do a critical analysis on the article that I attached the. You are required to provide an abstract to this article which includes an interpretation of their procedures and data analysis strategies.
Hi, I need you to do a critical analysis on the article that I attached the. You are required to provide an abstract to this article which includes an interpretation of their procedures and data analysis strategies.