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Qualification - Pearson BTEC Level 3 Diploma in Information Technology
Level - Level 3
Unit Name - IT Technical Support and Management
Unit Number - Unit 12
Assignment Title - Examining IT support, Supporting and managing a system and Planning IT support
Learning aim A: Examine the IT system support and managementneeds and characteristics of different organisations, which are essential to their operation
Learning aim B: Carry out routine support and management activities on IT systems
Learning aim C: Develop a plan to support and manage a new IT system using industry standards and methods
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Write a report for your manager in which you evaluate the support and management needs and characteristics; including purpose and nature, safe working practice, job roles and system and network tools used,for at least 2 different organisations.
The organisations should run IT systems which are different in their nature, for example the numbers and/or skill levels of the users might be different. The way they provide IT support should also be different (for example one might provide support in-house while the other outsources support) You should also consider what improvements might be made and justify the suggestions you make (for example where a large number of non-expert users are supported it may be helpful to develop on-line training materials).
Task 2 You need to provide evidence that you have carried out at least 6 IT support and management tasks safely and effectively such as
• User issue and fault logging
• Communication with users to resolve technical issues
• Support and repair tasks including work around solutions
• User account management
• Hardware or software installation or upgrade
• Individual device configuration
• Storage management
• Peripheral installation and/or configuration
• Software management
• Disk configuration
You also need to provide detailed evidence that you have monitored the performance of the system and optimised it to meet the client requirements for a secure system with adequate performance. This could be done for example by adjusting security settings, updating software, adjusting the operating system configuration and carrying out hardware upgrades. You should also explain how the optimisations are intended to improve performance
Your evidence should also show that you have used effective behaviours (such as time management, use of feedback from others, effective communication, leadership and responsibility) while carrying out the tasks.
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The business that you need to put together a support plan for is a start-up company that runs an on-line business. They are planning to have between 25 and 30 employees who will all have desktop PCs and the senior staff will also have tablet computers connected by WiFi to the company LAN which will allow users to share data and have access to the Internet. There will need to be 3 black and white and two colour printers, all of which are shared. The system is vital to the company's operations and must be available 24hr a day and 356 days a year.
You need to:
• Develop an IT support and management plan for the company covering:
o incident response
o disaster recovery
o capacity planning
o sustainability and environmental waste planning
o at least one other aspect of IT support and management.
The plan should also include a floor layout showing location of office furniture, IT equipment and cabling.
• Review the plan with at least 2 other people and use the feedback to refine the plan.
• Provide a clear, balanced and sound justification of the support decisions you made in the plan.
• Write an evaluation of the refined plan, considering the feedback you received from others and how you used it.
Your work needs to be logically structured and easy to understand by others who may not be IT professionals. You should use accurate, fluent technical language with a good standard of spelling and grammar.
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