Activity 1 Parajuli

Activity 1
1.1 Identify and record the information technology ( hardware and software)
used by the 4sale book pty Ltd?
= The Hardware and software used by the 4sale book pty ltd are listed below;
 Slowbooks Software
 Linux Server
 Asp.Net server
 SQL server
 EFTPOS Terminals
The hardware requirements to install the windows 10 are as follows;
To install the windows 10, we need the processor which contains 1 gigahertz or
faster processor or SoC. Another useful hardware is Ram , which must be 1 gigabyte
(GB) for 32-bit or 2 GB for 64-bit.
Also, there must be 16 GB for 32-bit OS or 20 GB for 64-bit OS of hard disk space.
The graphics card that we required to install the windows 10 needs DirectX 9 or later
with WDDM 1.0 driver.
Display: 800 x 600
EFTPOS Terminals are also in use, as well as they are using the linux server to store
the database of this pty ltd.
For, the Ethernet network, there must be six PCs, two switches, a router and the
three printers.
1.2 Draw an organizational structure according to the scenario?
1.3 Define IT Skills?

The definition of IT skills refers to such type of skills understanding what your
computer can do and how the operation does it. IT skills means getting our computer
to do what we want to do. Data innovation aptitudes are worried about the capacity
of clients to utilize PC equipment, programming and applications, for example, email
and the web. Notwithstanding, data aptitudes are worried about the capacity of
clients to find data sources and to assess, explore, compose and convey the data that
they discover . There are different benefits of good IT skills. Some of them are listed
below:
Great composing aptitudes (counting utilizing the console rather than your mouse)
can spare hours playing 'chase and peck'
Knowing the capacities of your oath preparing program before you begin empowers
you to design message rapidly, sparing long stretches of fiddling and tweaking
Becoming more acquainted with how your PC functions places you responsible for
your innovation - not the other path round.
Growing great seeking abilities on the web (counting knowing how to assess what
you find) can accelerate examine by months
Utilizing the Web to answer IT questions can spare you a lot of cash spent on
programming aides and handbooks - and is frequently considerably more viable
Utilizing the web to download preliminary forms of projects implies you can
"attempt before you purchase" - or even utilize programs for nothing.
Understanding document positions guarantees that you can impart data to others
effortlessly.
Technology Description Support Availability Recommendations

Required
Slow Books Software that Customisation, Part time / One Manager can
Software keeps track training, Full time be kept fixed and
of all upgrades, bug other can be made
accounts, fixes casual staffs
stock, GST, (patching),user
etc s supports
PCs Pentium 4 Upgrades, Up to date All the computers
Desktop repairs, are to be
cloned IBM troubleshooting, maintained well
Compatible maintenance, and their
backup, performance
customisation should be good
1.4Assumed that the current system is trouble-shooting, it can be

hardware or software fault, according to the assumptions to the provide
support. After completing the support activity collect feedback from the
appropriate person.
= Trouble- shooting is the distinguishing proof or analysis of "inconvenience" in the
administration stream of a partnership or a framework caused by a disappointment
or something to that affect. The issue is at first depicted as manifestations of
breakdown, and investigating is the way toward deciding and helping the reasons for
these side effects.
Feedback can be collected from different ways and the customer feedback too much
crucial for the developer . Specialized help might be conveyed by the distinctive
innovations relying upon the circumstance. For instance, coordinate inquiries can be
tended to utilizing phone calls, SMS, Online visit, Bolster Discussions, Email or Fax;
fundamental programming issues can be tended to via phone or, progressively, by
utilizing remote access repair administrations; while more muddled issues with
equipment may should be managed face to face.
After gaining feedback from the appropriate person , we can gather the problem
with the useful information about installation, setup and maintenance, options
processing, performance and interactive reanalysis.
Activity 2
2.1. Determine the level or type of support required in customer Service

Iceberg?
= Level of help shows a particular degree of specialized help with the aggregate
scope of help that is given by a data innovation item, (for example, a product item)
to its clients. Each organization chooses how to sort out its aggregate specialized
help into levels and what to name them. A few organizations name their levels of
help essential and progressed. Others call them level 1, level 2, and level 3 or level A,
level B, and level C.
The support that customer needs
Cross-channel, cross-lifecycle clients benefit
Support for their normal Customer Scenarios
To discover answers rapidly and easily
- Search and route
- Premium pursuit
- Flat route
Another easy method of support in customer service Iceberg is Help desk support.
Help work area programming empowers bolster operators to give snappy and simple
responses to encourage searchers. The correct help work area programming makes
it straightforward for specialists to arrange, organize, and resolve asks for so nothing
escapes everyone's notice.
2.2 Identify
the support level provided by the help desk and explain
support procedure for each level?
= There are different kinds of skills required to help the support help desk support
roles. At first, we have to assessing problems, what actual problem it is? How to
identify the problem? and identifying solutions. help work area faculty need
specialized learning and the capacity to investigate issues. Be that as it may,
surveying issues and recognizing answers for help work area clients goes well past
the specialized abilities. For instance, they likewise need to discuss adequately with
the client to comprehend the issue and convey the arrangement. Additionally, a few
people are invigorated by issues and the test to comprehend them. Notwithstanding
helping the client, they truly appreciate the fulfilment of distinguishing
arrangements and taking care of issues.
Secondly, we have to recognize required skillsets. Help work area specialists just
need the specialized abilities required to take care of issues. Notwithstanding,
effective help work area experts require an extensive variety of ranges of abilities.
These ranges of abilities are frequently arranged as hard aptitudes and delicate
abilities.
There are three level on help desk support.
Level1
Level2
Level 3
Level 1: Channels Help Desk calls and gives essential help and investigating, for
example, secret key resets, printer arrangements, break/settle guidelines, ticket
steering and heightening to Level 2 and Level 3 bolster. May likewise raise to IT
applications support or call for outside seller upkeep (Level 4), as required. A Level 1
tech assembles and breaks down data about the client's issue and decides the most
ideal approach to determine their concern.
Level 2: level 2support is by and large saved for work area, PC, and other client
gadget bolster however it might likewise impart work to Level 3. Level 2 for the most
part handles break/settle, design issues, investigating, programming establishments,
tackle repair (incorporating into house repair or planning stop administrations). They
handle heightened issues that Level 1 bolster isn't prepared to deal with. Level 2 will
once in a while rise to Level 3, contingent upon the issue and the way the Help Desk
works. Contingent upon the Help Desk association, a level 2 tech may either 1) be
constrained to just comprehending known issues and heighten new issues to level 3;
or 2) be approved to research and execute fixes for new issues and just raise to Level
3, on the off chance that it is out of their range of abilities or capacity to illuminate.
Level 3: Investigating, arrangement, database organization, and repair for server,
arrange, foundation, Data Center, email, record shares, and other framework issues.
Other than continually being able to convey answers for new issues, a Level 3 tech as
a rule has the most skill in an organization and is the go-to individual for
comprehending troublesome issues.
Activity 3
3.1. Identify the key stakeholder and explain briefly?

A stakeholder is just like a partner or groups of people gathering that has an
enthusiasm for an organization, and can either influence or be influenced by the
business. The essential partners in a normal enterprise are its speculators, workers
and clients. There are different reasons to identify the stakeholder. Also it has many
benefits .Some of them are listed below;
It will make the team to recognize the associations and people who are significant to
your task by virtue of which it will make the research much more easier and it will
help Decide who to contact and how to reach them. Create a database that will be
valuable for this task and for future research and obtain proposals for different
partners whose contribution might be basic to the achievement of your exploration.
Use partner data all through the undertaking to direct important primer research in
the network, clarify preliminary objectives and put forth precise expressions about
the generalizability of our preliminary's decisions.
3.2. What is a SLA? What does it contains ( format) ? If so, give some
reasons?
An administration level assention (SLA) is a dedication between a specialist
organization and a customer. Specific parts of the administration – quality,
accessibility, obligations – are concurred between the specialist organization and the
administration user. The most well-known segment of SLA is that the administrations
ought to be given to the client as settled upon in the agreement. For instance,
Internet specialist co-ops and telcos will normally incorporate administration level
assentions inside the terms of their agreements with clients to characterize the
level(s) of administration being sold in plain dialect terms.
SLAs are additionally exceptionally prevalent among interior divisions in bigger
associations. For instance, the utilization of a SLA by an IT helpdesk with different
divisions (the client) enables their execution to be characterized and benchmarked.
The utilization of SLAs is likewise basic in outsourcing, distributed computing, and
different zones where the duty of an association is exchanged out to another
provider.
The essential segments or basic components of a Service level Agreements are an
announcement of the gatherings' expectation, a layout of the duties of each
gathering (counting adequate execution parameters with appropriate
measurements), an announcement on the normal term of the assention, a portrayal
of the applications and administrations secured by the understanding, strategies for
observing the administration levels, a calendar for remediation of blackouts and
related punishments, and issue determination methods.
An SLA contains a predefined level of administration, bolster choices,
implementation or punishment arrangements for administrations not gave, an
ensured level of framework execution as identifies with downtime or uptime, a
predetermined level of client bolster and what programming or equipment will be
given and to what expense.
The SLA covers;
Subtle elements of Provider and Client;
Objectives and targets of understanding;
Audit of understanding;
Administration Management;
Outsider merchants; and
General terms
Format of Service Level Agreement is shown in figure below:

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Activity 1

1.2 Draw an organizational structure according to the scenario?

1.3 Define IT Skills?

Technology Description Support Availability Recommendations

1.4Assumed that the current system is trouble-shooting, it can be

2.1. Determine the level or type of support required in customer Service

Cross-channel, cross-lifecycle clients benefit

Support for their normal Customer Scenarios

To discover answers rapidly and easily

- Search and route

3.1. Identify the key stakeholder and explain briefly?

Objectives and targets of understanding;

Outsider merchants; and

Format of Service Level Agreement is shown in figure below:

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