Session 12 - Preventative Maintenance, feedback and knowledgebase

Preventative Maintenance

Just like we service our car regularly to keep it running smoothly, there are some basic maintenance tasks that you can do to help keep your computer running smoothly,

Read a couple of the following articles. The one at the top of the list has a good rundown of some basic routine tasks you can do to keep your computer in tip top running order.

https://www.howtogeek.com/school/pc-maintenance-for-beginners/lesson1/all/


https://www.computerhope.com/jargon/p/prevmain.htm

http://www.mapcon.com/preventative-maintenance-for-computers

http://www.911-computer.com/6-basic-preventive-maintenance-tips-pc/

http://www.dummies.com/computers/operating-systems/windows-10/how-do-windows-10-maintenance-tools-work/

Activity 1

Create a list of tasks that you can perform as part of a preventative maintenance routine.

The above lists are for Windows based computers. Can you find a list for a Mac?

Where to get help

Organisations that provide IT support will have a database or log of problems and the associated resolution. Many problems that occur with computers and technology are not unique to a single person or piece of equipment. Having access to a database like this can potentially save hours or even days of diagnosing and searching for a possible solution to a problem.

We don't have access to our own database of problems and solutions, but we do have the Internet!!

Activity 2

Locate 5 free online websites/forums/blogs that you can get help/support/solutions to the following:

• Computer reboots for no reason
• Need help on Microsoft Excel - Formula result has #value
• USB not mounting - unable to access any files
• Cannot access the internet in Windows 8.1 
• Screen freezes in Acer laptop

Activity 3

For each of the above, what are the top 3 suggested "cures"

Feedback

How do we find out whether our clients are happy with the service that we have provided?

A good way of determining whether our clients are satisfied with the response and result is to get them to provide feedback. A well designed feedback form will allow you to get both negative and positive responses as well as details on where and how you can improve.

Activity 4

Design and create a feedback form. You can use an online tool such as Survey Monkey or Google Forms, or you could create a well designed document in Ms Word.

https://www.surveymonkey.com/

https://docs.google.com/forms/u/0/

Session 10 - Sourcing parts and components

We covered the basics of hardware and software in the first couple of weeks of this class. We went to some technology websites and compared the specifications of a range of different computers.

This week, we will be looking at where we can source parts and components from. I thought that a good exercise would be to source the required parts and components to build our own computer. I know - sounds like fun doesn't it.

What components do we need to build a computer?

Read at least one of the following articles/checklists

https://www.lifewire.com/desktop-pc-parts-checklist-832694

https://en.wikibooks.org/wiki/How_To_Assemble_A_Desktop_PC/Choosing_the_parts

Where can we get parts from?

There are plenty of places where you can get computer pasrts and components. Here are a few to get you started.

https://www.msy.com.au/home.php

http://www.techbuy.com.au/

https://www.scorptec.com.au/

https://www.ple.com.au/

https://au.pcpartpicker.com/

https://www.pccasegear.com/

How do we know what goes with what?

Some of this is practice and some of it is just about reading all of the specification information. Below are some screen shots from the PC Case Gear website. You will notice that the components are clearly marked for which motherboard and/or the relevant information to source the right bits.

Motherboard, CPUs and RAM

You really can't go too far wrong. Read the specifications, decide on your price bracket/performance level!

Graphics Cards

Hard Drive

With the numerous Cloud Storage options available, having a huge hard disk is not necessarily a priority.  You need a drive with enough capacity to run your chosen operating system and whatever software you want installed on your computer.

Power Supply

Your power supply needs to have enough guts to run your components. For example if you run a high end graphics card, you will need a higher capacity power supply. The average is around the 700W - 800W, but always allow a bit extra for expansion.

Case

Cases come in all shapes and sizes. Desktop, small tower, large tower, gaming with fancy lights, perspex covers etc.

Monitor, Keyboard & Mouse

The important factors for your monitor are physical size, resolution, refresh rate and response time.

Keyboard and mouse will come down to features such as extra buttons, sensitivity, feel, speed and size.

Class Activity 1

Divide into 3 groups. Your task is to design a computer system within a budget. There is no right or wrong answer apart from making sure that the components will fit together.

Group 1 - Budget system. Maximum cost $1000

Group 2 - Mid range system. Maximum cost $2500

Group 3 - High-end Gaming. Maximum cost $5000

Example System

The following is an example of components purchased to create a mid/high range computer system. This does not include the case, keyboard or mouse as we used existing items.

Putting it all together

Here are some useful links for actually putting your computer system together.

http://www.instructables.com/id/How-To-Assemble-A-Basic-Desktop-PC/

http://www.pcworld.com/article/2987057/computers/how-to-build-a-pc-a-step-by-step-comprehensive-guide.html

https://www.digitaltrends.com/computing/how-to-build-a-computer/

Or if you prefer a video:

https://www.youtube.com/watch?v=Sv18kTMMXWM

https://www.youtube.com/watch?v=SevDe13XMnQ

https://www.youtube.com/watch?v=pZLrJdenyk4

https://www.youtube.com/watch?v=nZUYymbCH1w

Session 9 - Service Level Agreements

What is a Service Level Agreement?

A service level agreement (SLA) is a contract between a service provider (either internal or external) and the end user that defines the level of service expected from the service provider. SLAs are output-based in that their purpose is specifically to define what the customer will receive. SLAs do not define how the service itself is provided or delivered.

The level of service definitions should be specific and measureable in each area. This allows the quality of service to be benchmarked and, if stipulated by the agreement, rewarded or penalized accordingly. An SLA will commonly use technical definitions that quantify the level of service such as mean time between failures (MTBF) or mean time to recovery, response, or resolution (MTTR), which specifies a “target” (average) or “minimum” value for service level performance.

https://www.paloaltonetworks.com/resources/learning-center/what-is-a-service-level-agreement-sla.html

Read the article Service-Level Agreements 101: An Executive Guide to Service-Level Agreements (SLAs)

http://www.cio.com.au/article/268177/service-level_agreements_101_an_executive_guide_service-level_agreements_slas_/

CLASS ACTIVITY 1

Find an example of a Service Level Agreement within the IT industry

• What are the terms?
• What level of support does it provide for?
• Is there a specific process?

Environmental Impact of Technology and Sustainability

Read the following articles

http://www.carnegiecyberacademy.com/facultyPages/environment/issues.html


http://www.mindcontroversy.com/effects-of-technology-in-environment/


http://www.ewaste.com.au/ewaste-articles/how-the-materials-found-in-ewaste-can-affect-human-health-and-the-environment/

The Story of Stuff Project

http://storyofstuff.org/movies/story-of-electronics/




http://storyofstuff.org/movies/story-of-stuff/

E-Waste

https://www.finance.gov.au/agimo-archive/better-practice-checklists/docs/Environment_Checklist.pdf



https://www.cleanup.org.au/PDF/au/clean-up-australia---e-waste-factsheet-final.pdf



http://splash.abc.net.au/home#!/media/524521/e-waste-recycling-and-sustainability


http://www.sbs.com.au/news/dateline/story/e-waste-hell

Class Activity 2

Find out about e-waste disposal in your area/shire/council

Is there a special program for e-waste?
Is there an e-waste policy?
Where/how can you get rid of your e-waste
Is there a cost?

How do you personally deal with any e-waste that you or your family generate?

Session 8 - Assessment task 2

Click below for full details of your second assessment

https://drive.google.com/open?id=0B7rTpEOsVpGeSGtpVUllTU0xOFE

Session 8 - The Servicedesk Ticketing System

There are many different "brands" of Servicedesk ticketing systems, but they pretty much all perform the same job - They allow you to record the details of a servicedesk call and keep track of it until the issue is resolved.

I know that this is for a specific ticketing system, but it does explain the process in very simple terms

https://www.sysaid.com/help-desk-software/ticketing-system/what-is-a-ticketing-system

The following is a Summary from above link:

Identify and capture issues

The initial identification and capture can come from a wide range of sources and an effective ticketing system needs to be able to support them all, and be ready to accommodate the next source waiting to be invented too.

Manage the ticket

Often when considering an organization’s support teams, much of the focus goes on new and challenging issues that require skilled engineers to understand and solve. But in reality, most issues are repeats of things that have happened before; if not identical then similar. The best approach for them should already be known, and recorded in the knowledge base.

Resolve the ticket

Best practices of updating the knowledge base and doing continual service improvement (CSI) after resolution of tickets ensures:

• Alignment of activities and priorities with those of the parent business
• Enhancement of the business perception of IT and its services
• Saving both time and resources, and improving overall business efficiency
• End-user satisfaction with the quality of IT services

 Conclusion

A ticketing system ultimately helps organizations to deliver an integrated and seamless response, offering a range of capture mechanisms and the ability to control progress and keep the people with a vested interest informed.

Ticketing process

Read the following description from Wikipedia

https://en.wikipedia.org/wiki/Issue_tracking_system

And this article

http://www.pearsonitcertification.com/articles/article.aspx?p=2260779&seqNum=7

Discussion:

What is the main purpose of a servicedesk ticketing system?

Why do we need one?

What are some of the benefits?

What information should be recorded?

Read the following article:

http://www.techrepublic.com/blog/user-support/what-info-should-help-desk-call-tickets-contain/

Class/Group Activity 1

In groups, design a Servicedesk Ticketing System for SE Tafe.

What information will you need to record?

Share your findings with the class

Class/Group Activity 2

In the same groups, review the features of some of the commercially (or not) ticketing systems available. Select one for SE Tafe. Why did you choose this tool? What features does it have? How much does it cost?

Here are some links to help you with this task:

http://www.capterra.com/help-desk-software/

http://au.pcmag.com/software/36293/guide/the-best-helpdesk-software-of-2016

http://www.webhelpdesk.com/free-ticketing-system

http://www.cio.com.au/article/320110/5_open_source_help_desk_apps_watch/

Share you findings with the class

Session 7 - Prioritising the service desk requests

An average service desk can get many calls/requests coming in. How do you determine which ones need immediate action and/or which ones are more important?

Service Desk request life-cycle

Ideally, a job or request coming into the service desk should follow these steps:

1. Request/job comes in
2. Request/job is assigned a ticket or job number
3. Request/job is resolved or escalated and then resolved
4. Request/Job is closed

 

Step 1 is receiving the call and getting all of the information about the caller, the equipment details, and the problem or issue that they are having.

Step 2 is allocating the job a "ticket". A ticket is a unique reference number for a particula call or job. It allows the job to be tracked from start to finish. A ticketing system can be automated or it can be a manual system.

Step 3 is the resolution stage. If the issue can be resolved on the spot, then you should do so and close the ticket. Unfortunately, not all requests can be resolved on the spot, but there does need to be some system or process that will allow the job to be prioritised.

Step 4 is closing the job. Once the issue has been resolved, the ticket can be closed.

It is STEP 3 that we will focus on in today's lesson.

Prioritising/Escalating the request/job

What criteria do we use to decide which request is more important?

Read the following articles:

http://www.techrepublic.com/article/how-to-systematically-prioritize-your-support-calls/

http://www.superoffice.com/blog/how-to-handle-an-increasing-amount-of-support-requests/

http://www.cse.dmu.ac.uk/cism/Call%20Prioritisation.htm

https://www.lynda.com/Network-Administration-tutorials/Prioritization/184459/188292-4.html?org=chisholm.edu.au

Class Activity - individual or small groups of 2 or 3

1. You are IT Support for the Mysty River Regional Library Service. The following Tickets are in the system:

• One of the computers in the main library area is unable to connect to the Internet.

• The computer that is usually used for people to search the catalogue has an error and will not start properly.

• Printing within the library is not working - jobs are sent to the printer, but the print queue does not acknowledge them

• The Library Management System is down 

• The Library's Main webpage is down

• The CEO has placed a call indicating that her computer "freezes" when she tries to access her emails

How would you prioritise these tickets? What Criteria would you use? Using your responses to those questions, prioritise the above tickets.


2. You are IT Support for South East TAFE. What criteria would you use for prioritising jobs that come in to the service desk? Who would get priority from the following:

• The CEO unable to upload their weekly newsletter to staff

• A potential (new) student unable to complete their online enquiry/enrolment

• A current student who can not access moodle for an assessment due today

• A member of the teaching staff who is having a problem with the projector/datashow

• Student support services staff who can not access the student management system to update disability support information

• Customer Engagement team member who can not access our student management system to complete an enrolment

• Academic Administration team leader unable to start his computer

Session 6 - Questioning and Listening

Types of Questions

The type of questioning you use, will depend on the detail of information you require. For example, use open questioning when you want the person to provide you with detailed information.

Read the following article on Types of Questions:

https://toughnickel.com/business/Questioning-Techniques

This article breaks questioning down into the following main categories:

• Open questions
• Closed questions
• Funnel questions
• Probing questions
• Leading questions
• Rhetorical questions

SO how does this work with a servicedesk?

Questioning and listening on a Servicedesk

https://www.lynda.com/IT-Infrastructure-tutorials/IT-Service-Desk-Customer-Service-Fundamentals/518163-2.html?org=chisholm.edu.au

From Chapter 1 watch:

• Contact greeting and Validation
• Contact investigation and diagnosis: Close ended questions
• Contact investigation and diagnosis: Open ended questions
• Contact investigation and diagnosis: Probing questions
• Contact investigation and diagnosis: Confirming questions

Class Activity 1

You are working on the servicedesk at South East TAFE. A call comes in from one of the administration staff. You use your basic script to get her name, department, location and the barcode of the computer that she is having an issue with. You now need to get more information about her problem or her reason for calling the servicedesk today. The general description of her problem is "I can't print my document."

Using the above questioning techniques, as described in the article, come up with 2 questions for each category. You may work in pairs. Report back to the class with your questions.



For a more extensive listing and information of types of questions, see the following link:

http://changingminds.org/techniques/questioning/questioning.htm

Building Rapport

From the Lynda.com tutorial above, watch the following clips from chapter 3

• The value of building rapport with customers
• Building rapport over the phone part 1
• Building rapport over the phone part 2
• Building rapport through writing: style
• Building rapport through writing: tone
• Building rapport through writing: words
• Building rapport face to face
• Refining our message

Class Activity 2

Complete the question sheet for chapter 3 (Handout)

Listening Skills

Watch the following introduction on listening skills

Class Activity 3

Rank your listening skills