Introduction
This report is dependant on the support of IT functions in organisations. It really is divided into 4 duties, where each job talks about the equipment found in the IT support efficiency, the way the existing technology has developed in time and still developing as at this time in time, the way the technologies have an impact on customers positive and negatively and the basics of the functionality of the IT support.
IT Support
Task 1 (Tools designed for the IT Support function)
There are some tools open to the organisational functions in aspect to technology and here some few important tools that may aid in the features of the systems.
LANDesk Management collection: - A software product that allows for the centralised management of software and hardware in the venture and also simplifies the IT complexity increases the IT service level and lays security at the endpoint of all enterprise. It also combines four (4) powerful tools that provide you control and versatility around the complete IT advantage (Inventory Manager, Vitality Manager, System Administrator and Server Administrator).
Inventory Manager keeps the hardware and software possessions and also allows the users accumulate and track down customer data areas.
Power Supervisor optimises the energy policies to fit into the operating environment hereby managing the power intake.
System Manager displays the delicate and hardware operations performance, alerting, construction tools hereby detecting any problem whatsoever and when possible rectifying it.
Server Manager Handles the posts of the systems and also recovering lost information's from a crashed system.
The major benefit of using this piece of software is the fact that it helps you to save time and boosts the overall update of efficiency of the system.
A typical exemplory case of company employing this software is the Heineken France. They used this software to boost their high quality customer support and also improving the quality of their business process.
Samuel Huttin made a statement after the success of implementation of theLANDesk Management collection in 2008 that "Our engineers deal with nearly all problems immediately by taking above the user's Computer remotely, and by checking out in advance the facts of the hardware and the program installed on that computer. LANDesk Management Suite has allowed us to significantly raise the quality of service you can expect to our users".
VMware: - This is said to be the essential catalyst that permits the change of Cloud Computing. It's an infrastructure that was built to provide cloud program platform solution and end-users processing solutions that reduces IT complexity.
The International Business Machines (IBM) is a potential user of the software. Before applying this software, they had near to 105 servers in 9 different locations but after presenting this new software (VMware), there is a massive drop in the number of physical servers to less than 50% without eliminating the company's services.
Using this tool provides the organisation with some benefits which can be efficiency through utilization and automation, agility with control, freedom of choice. And also allows an individual to access exclusive machines from remote access.
Microsoft Windowpane server revise Services: - this service allows IT administrators receive the latest Microsoft product update to pcs that are operating the operating-system and with this, the distribution of improvements that receive out through the Microsoft revise in their systems are maintained by the administrators. It can be referred to as Automatic upgrade on Microsoft glass windows.
Ups (Continuous power supply):- is an electrical apparatus that provides emergency capacity to a load when the input ability source is take off. It is a tool with internal batteries that replenish while the power is still up and running. This keeps the systems on for a little while longer depending on the voltage of the battery pack in the UPS, following the power has been cut off.
UltraVnc (Virtual Networking Computing):- this remote access software allows an individual to remotely access information's stored in your house Laptop or computer from any location. And it may also be used to help members of the family with network problem you should definitely actually at home. This software can allow the user to display the display of another PC on his Laptop or computer. This program allows an individual to regulate the other Computer with his/her mouse and computer keyboard and this offers a major helpdesk support by accessing customers Laptop or computer remotely at any location.
TASK 2 (Existing and appearing standards)
Information Technology Infrastructure Library (ITIL)
"May ITIL still have a role to experience in IT Support? Suggest and explain any other expectations that can be used in the IT Support function?"
ITIL (IT Infrastructure Collection) is a set of best practices expectations for Information Technology (IT) service management.
The ITIL (IT Infrastructure Collection) involves 5 volumes:
Service Strategy: Deals with the proper management approach according to IT service management
Service Design: Translates tactical plans and goals and creates the designs and technical specs for execution through service change and procedure.
Service Change: provides help with the service design and execution, ensuring that the service delivers the designed strategy and can be run and preserved effectively.
Service Operation: Provides guidance on the management of a service through its day-to-day development life.
Continual Service Improvement: provides help with the way of measuring of service performance through the service life-cycle, suggesting advancements to ensure a service delivers the maximum benefit.
The UK federal originally created the ITIL for their own use but today, it's been widely adopted across the world as the best standard practise in the provision of information Technology services.
ITIL also helps in creating a company management approach and willpower to IT services management which is a specialised organisational capacity for providing value to customers in the form of services as the IT sector are now tightly aligned and integrated with the business.
Does ITIL Still Play A Role In IT Services?
Looking at the major tasks ITIL provides; they still employ a large role to experience in the IT services from the first level support to the third level support and also in the management of different IT operations like the condition management, change management, release management and configuration management.
The ITIL is carefully aligned to the IT service from the helpdesk up to the top of managements in the IT department and with this; I would say that the ITIL still takes on a major role in the IT services.
Alternative to ITIL (IT Service Management)
ITSM adopts ITIL documented best practises generally that involve enhanced processes and implementation to provide additional value to their functionality.
Their strategy has evolved to include specific ways in optimising responsibilities, planning and employing ITIL successful practises.
One of the origins of ITSM is found in the systems management services and also historically done in large range mainframe environments. It has processed its services through the years and has gained a high level of maturity
Justification of ITIL.
According to Marquis, "In today's cost consciousness climate rife with the mistaken opinion that It could no more deliver a competitive advantage, more and more IT professionals have a problem with justifying IT expenses. The ITIL offers much more than process control - it provides a roadmap to doing more, to get more detailed, with less".
The ITIL also provides essential steps to the situation management by providing an optimised IT service stock portfolio. Using this method, they eliminate infrastructure mistakes reducing the number is IT service interruption leading to measurable improvement in output and profitability.
Task 3 (Customer related conditions that have an effect on the IT support function)
There are various customer related issues impacting on the functionality of any IT support. It is also possible that the result can maintain positivity or negative depending on the functions of the company; taking communication for example, maybe a good communication with a customer helps the client solve their problem and probably talk about their success with friends or young families thereby improving your service quality and getting ultimately more customers. But if it is the other way round, either by bad network or being rude or impatient to customer then your organisation could lose their reputation.
Here are some other customer related conditions that could have an impact on the IT support functions:
Marketing and sales
Customer service
Technical Support
Strategic recommendation
Networking issues
Impact of change
Front end support
Reinstalling software and hardware
Remote access
Customer complaints procedure for an IT Helpdesk
1. Customer lays a complain
2. The problem is received
3. The complaint details is logged
4. Complaint acknowledged and replied within 3-5 business days (regarding to SLA).
5. Investigate the issue by appropriate management
6. Research, action and resolution
7. Set a target particular date of answer issue (4-6 weeks maximum)
8. Complaint settled? (Yes or no)
If yes, notice of resolution delivered to customer
Complaint log updated
If no, revise new concentrate on resolution date
Letter sent out to customer informing them about the new change
Complaint escalates to compliance supervisor for last decision
Compliant log updated
Details of regulator provided to customer.
The customer lays a complain,
The grievance is received and a letter acknowledging receipt of the complaint is sent to the customer within three days of obtaining it.
The IT office then investigate the complaint which normally involves transferring it our client care partner who'll review the problem, record it and speak to the employee who is given to the complaint.
The member of helpdesk can either invite the client inn for a gathering or contact them by other means such as mobile and email to discuss and hopefully handle the problem and this happens not long after sending an acknowledgement notice (7-14 business days).
A confirmation letter is then sent to the customer stating any concluded solution compared to that has been has been made towards complaint.
If the client is satisfied, a log is constructed of both the problem and the perfect solution is and recorded in the machine for future
If the customer is still not satisfied at this stage, he/she can contact the helpdesk again asking for for another overview of decisions probably from some other member of staff.
A letter would then be delivered to the customer within an interval of 14 working days confirming their last decisions on the customer's complaint and explaining the reasons for the decisions taken.
TASK 4 (IT support basics)
Service Deck Institute Prize Presentation
Policy and Strategy
The policy governing our helpdesk is sensible attempting to answer every customer's problem calls that avoid the necessary functional needs of a system such as system crash, trojans and other related issues within 48 time. Major issues that require setting up new software, creation of company bill, etc. ; would be attended to within a maximum of fourteen days.
We can also exist in your organisation to provide IT and other technical support to the business' employees and the customers which is with the business plans, growth and also outlining the systems and service support providing a level of service demanded by the customers.
Resources
IT support office consists of various tools used to aid the customers and even the helpdesk users in undertaking their task involving customers
Below are a few of the source tools that help us provide better and quality services to our customers
Communication (telephones, email messages)
This helps customers contact our helpdesk at any time due for some reasons in which the customer requires a service and cannot go into the organisation to make a complaint. It runs on the 24 hour move making the helpdesk available to customers at any time of the day. In addition, it helps the clients provide self to their selves by going through a procedure they have got looked up on the internet.
Automated response machines
This is a machine that customers get when they telephone up to either make a complaint or to enquire about a certain service required which machine provides them the option of either following it up and solving their problem or ready to speak to an associate of the helpdesk and this definitely assures the customer on the value of these call.
Wireless technology and Remote access software
This is a reference tool that helps the helpdesk in their daily job by access the internet from any location and also being able to reconfigure a customer's home computer from any location.
Database software
This is a tool tool that enables the helpdesk associates store all call logs and also any improvement in the institute. This comes in very useful when there is going to be considered a change in the management so the new management do not bring in new legislations which could affect the current operating system.
Computer Based Training (CBT)
This is a reference tool that helps the customers of the service desk members enhance their skills and provide training theoretically for the both new members of the institute and also existing customers that are taking on a new role.
Metrics research software
This is a reference tool that is used to measure the improvement of quality of every member of the institute and also the institutional expansion.
People Management
Every member of the institute deserves an incentive for their hard work and this pay back is given out to them as their regular wage as the saying goes money is one of the greatest factor that motivates every worker and also a price is always given to the most excellent helpdesk member which price is usually provided on a regular monthly base and this also motivates our participants to work harder and with enthusiasm.
In our institute, we've made sure that our helpdesk staffs are based in an appropriate environment where they perform their daily activity which is participating to customers. We also ensure that every necessary need to assist them in their job is provided to them. It is merely normal for a worker to be comfortable before he could work at his best.
In our institute we always provide regular revisions to your frontline staffs because they are the ones that deal with the clients if there is a change in the operating systems due to an upgrade in case the frontline staffs aren't qualified in virtually any particular upgrade, an exercise program is organised to be able to improve the personnel to the mandatory level. Which is absolutely necessary due to regular change in the scientific world.
Process
The center activity of the Help is the support is a 'call'.
A 'call'' over a helpdesk could be made by either be a face-to-face submission, a mobile call, e-mail and other method of one-one communication.
The process is completed in this order;
The customer calls with a difficulty,
The helpdesk member makes an email of the need over a call controlling system.
The request is then given a reference quantity or a log.
The customer then will get an acknowledgement of the decision either verbally or via email.
The call is solved immediately by the helpdesk member if it is a problem and therefore logging the resolution and closing the decision or escalates it if it's a problem.
The person who gets control the escalated problem now has a responsibility for resolving it as soon as possible and logging the quality and closing the call.
The helpdesk member then confirms the customer is satisfied with the service help rendered, the call is then shut down and the decision log up to date.
The customer obtains a follow-up call regularly merely to build a good and healthy relationship.
Customer Satisfaction
Our major goal in this company is ensuring our customers are fully satisfied with the services provided to them, we endeavour to ensure that each problem reported is proficiently attended to by the helpdesk associate with relevance to SLAs where escalations are utilised if problems are beyond quick and possible alternatives.
The customer satisfaction survey which is targeted at getting feedback on services rendered to the customers would involve all the service users in order to be effective and productive.
The survey would be private relating to data cover act (1998). By doing this, customers would be able to express their emotions directly on the services without sentiments such that both customers and the business can experience an improved relationship. Quite simply, customers will be better offered to attain greatest satisfaction.
Conclusion
Critical Reflective bank account about my experiment on comprising this statement.
At the beginning of the module (IT Support), we were released into a category forum that was really interesting where we all had to do our specific work and then share it with course for general review and possibly feedback and with this, we were all able to go through each other's work and process new ideas of the same subject matter but different approach.
We were handed with four different responsibilities which most of the group offered and received responses (positive and negative where necessary) and with opinions; we all possessed an opportunity to improve our work.
The final process was the most challenging because we were meant to produce Sa demonstration for a Helpdesk Institute (HDI) Honor for the best Service Desk Institute (SDI) and not just that, the presentation was predicated on us as specific being in an SDI group and providing reasons proclaiming why we deserved the honor and this really was challenging because it was not just a presentation, it was more like displaying competence, advertising and also seeking to be the best which engaged a whole lot of self confidence.
Providing this presentation slip eventually was successful scheduled to numerous research on what the requirements for winning the HDI honor and also inner research on out functional and strategic activities evaluating them with the targets of our company and ensuring our HDI group found up with these requirements.
Having done all my research, I can now confidently say that If we were a genuine HDI team, we would definitely be shortlisted not merely for the display slide alone but for the quantity of knowledge gained in setting up this article and easily am given the chance to work as a member of the HDI, I could confidently say that I would do a congrats and also getting the professional British Processing Society Code of Conduct as a spot of assistance towards my frame of mind, I'd perform at maximum.
