Assessment ICAICT202 Assessment ICAICT202A Work and communicate effectively in an IT environment Table of Contents Assessment Task 13 Assessment Task 25 Part 15 Part 2 – Questioning and active listening techniques6 Assessment Task 37 Required documents and equipment7 Assessment Task 1 1. Define the term ‘communication cycle’. The communication cycle comprises of: * sender * receiver * message * feedback 2. List the main responsibilities in managing IT resources within an organisation. Maintenance * Licensing * Tracking physical location * Appropriateness * Currency 3. Briefly explain why communication is an essential part of information technology. The success of an endeavour hinges on the ability to communicate effectively in today’s fast paced life, everyone is asked to do more with less.
In such a scenario effective communication holds the key. http://www. publishyourarticles. org/knowledge-hub/articles/communication-skills. html 4. List two evolving IT technologies. Also provide your source of information. 1. Cloud Computing
A model for delivering information technology services in which resources are retrieved from the internet through web-based tools and applications, rather than a direct connection to a server.
http://www. telstra. com. au/business-enterprise/enterprise-solutions/cloud-services/ 2. VDI (virtualized desktop infrastructure) Virtual Desktop Infrastructure (VDI) is an alternative delivery model that allows users to access secure and centrally-managed desktops running in the datacenter. http://www. microsoft. com/en-au/windows/enterprise/products-and-technologies/virtualization/vdi. aspx 3.
Define the term “outsourcing” and list two reasons why an organisation might have reasons for outsourcing. IT outsourcing is the practice of seeking resources — or subcontracting — outside of an organizational structure for all or part of an Information Technology function. 1. cost 2. expertise 4. List four different IT job roles (in different support areas) in an organisation. 1. help desk support 2. network support 3. web site maintenance 4. software support 5. List six personal attributes and work ethics that you should follow as an employee in an Information Technology position. . patients 2. tenacity 3. ingenuity 4. curiosity 5. good listener 6. perceptive 6. Define the following terms * industrial award An award is a ruling handed down by either Fair Work Australia or by a state industrial relations commission which grants all wage earners in one industry the same conditions of employment and wages. * enterprise agreement An enterprise agreement is a voluntary and negotiated agreement between a group of staff (or their union representatives) and their employer, about conditions of employment and wages. * workplace agreement
An workplace agreement is a voluntary and negotiated agreement between an individual employee (or their union representatives) and their employer, about conditions of employment and wages. 7. Describe what is meant by the term “key player” in the IT industry and find information on one key player from each of the following IT areas: * Vendors * IT Consultancy * Professional body From your information, list the name and briefly describe each of the organisations. Also provide your source of information. Key players in the IT sector are those that have influence and interest in he direction and use of Information and Communications Technology. Vendors: Hewlett-Packard http://www8. hp. com/uk/en/home. html Hewlett-Packard Company or HP is an American multinational information technology corporation headquartered in Palo Alto, California, United States that provides products, technologies, software, solutions and services to consumers, small- and medium-sized businesses and large enterprises, including customers in the government, health and education sectors. * IT Consultancy: IT Consultancy Group (IT Consult) ttp://www. itconsult. com. au IT consultancy organisations send their own IT staff to work in other organisations on a temporary basis. Consultants work on IT projects as project managers, systems architects, analyst/programmers, business analysts and the like. They can also provide help desk and network maintenance services. * Professional Body: Australian Computer Society http://www. acs. org. au/ The ACS is the recognised association for ICT professionals, attracting a large and active membership from all levels of the industry.
A member of the Australian Council of Professions, the ACS is the public voice of the ICT profession and the guardian of professional ethics and standards in the industry, with a commitment to the wider community to ensure the beneficial use of ICT. 8. List four reasons why a successful organisation needs to have good customer service relations. 1. Repeat customers 2. Positive reputation, new customers 3. Strong positive employee commitment and morale 4. Positive Industry reputation 9. List three skills you will need to deliver quality customer service 1. The ability to prioritise 2.
Problem-solving skills 3. Negotiating skills 10. Discuss three different issues which may arise in the workplace due to cultural diversity. Provide an example and a strategy to use in each situation. 1. Verbal understanding: Example: Supervisor says “I need the packet on the left,” but has a very heavy non Australian accent, it is misunderstood and the ‘Jacket on the left’ is brought over. Strategy: Repeat the request back if spoken to, by someone who has a heavy accent, to be sure of the request. 2. Inability to read/write English: Example: Sign saying all staff must wear protective items, in English.
New to the country migrant workers are not able to read English fluently, misinterpret or just ignore the sign, not realising the health risks involved. Strategy: All signs to be multilingual. 3. Religious Beliefs, and Practises: Example: Prayer and meal considerations, some cultures/religions require actions/activities at times western Anglo/Christian cultures do not, there is also issues regarding personal space and mixing of the genders. Strategy: Be open to alternative meal brake times, discuses with members of the culture their requirements and how a compromise can be achieved. 11. List six common communication barriers. 1. ias and stereotyping 2. lack of empathy 3. negative subtext 4. gender issues 5. individual differences 6. inconsistency 12. Describe how you should greet a client over the phone (include examples of verbal and non-vernal communications). * Be brief, courteous, resourceful, speak clearly, speak more slowly * Be attentive, not distracted by other conversations * Be ready to write down information during the conversation 13. Describe how you should greet a client face-to-face (include examples of verbal and non-verbal communications).
* appropriate language * clear voice * audible volume * courteous tone * active listening questions or rephrasing to clarify or confirm understanding * concise * directive * purposeful * correct * courteous * culturally sensitive Assessment Task 2 Part 1 1. Define the difference between Goals and Objectives. Goals: can be concerned with profit, a service to customers, employee needs or social responsibilities, and they help to focus the efforts of staff. Goals often can be set a time frame. Objectives: Objects are concrete. They are something that you can hold in your hand. Because of this, your objectives can be clearly outlined with timelines, budgets, and personnel needs. Every area of each objective should be firm. . Define the difference between Policies and Procedures. Policies: are broad general guidelines based on the organisation’s mission, values and goals. Procedures: are systematic processes which an outcome is achieved. 3. List two examples of IT policies and procedures. Purchasing Policy: All paper purchased must come from recycled paper origins. Restocking the Printer Procedure: Use/sign the designed audit forms showing who took the paper from what stock and placed it in what printer. 4. Describe what is meant by the term “mission statement” and research an IT organisation on the Internet or other source.
Provide the name of the mission statement for that organisation and list the main values of the organisation Also provide your source of information. The organisation’s mission is a statement about the organisation’s purpose, that is, why it exists. The way the organisation is structured helps to support this mission: Webics Nowra Our Objectives •Create websites that sell themselves •Research, develop and promote new and existing niche markets •Deliver targeted qualified visitor traffic •Increase customer enquiries and sales •Promote marketplace visibility http://www. webics. com. au/about . Define the term EEO. Equal Employment Opportunity: A person cannot be discriminated against because of race, colour, age, sex, marital status, sexual preference, cultural or religious beliefs. 6. List three ways you could find out if procedures are being followed within an organisation 1. Follow the paper trail; see if the appropriate forms are being filled out. 2. Ask the appropriate staff 3. Supervise staff 7. Define the term “Internet Acceptable Usage Policy” and research the Internet, or other sources, to find an Internet Acceptable Usage Policy for an organisation within Australia.
List the Organisation and the main points of the policy. Also provide your source of information. An acceptable use policy (AUP; also known as acceptable usage policy or Fair Use Policy) is a set of rules applied by the owner/manager of a network, website or large computer system that restrict the ways in which the network site or system may be used. * This policy is designed to ensure that your use of the service does not break any laws, hinder the efficient operation of our network, interfere with the rights of Optus Internet customers, or interfere more generally with the rights of Internet users. 8.
List four pieces of information that would be keep in the Hardware Asset Register and list four pieces of information that would be keep in the Software Asset Register. These can be used for both answers: 1. the asset number 2. a detailed description of the asset 3. the asset’s physical location 4. the staff member the asset is currently allocated to 9. Define the term “Service Level Agreement and research on the Internet, or other sources, for a Service Level Agreement relating to IT within an organisation. List the organisations involved in the agreement and four main points of the Service Level Agreement.
Also provide your source of information. Service Level Agreement (SLA) Definition: is an agreement between a service provider and a client with regard to the actual level and conditions of the service. It is usually stated in quite a bit of detail. Who is involved in the agreement: The supplier, and the receiving company of the service. 1. Availability to the service / downtime: is measured as a percentage of time that the service is operational and contactable from the wider Internet. This is measured over any calendar month. This availability percentage does not include any scheduled outage, where the required notice period has been met. . Eligible Service Credit Period: – is a single calendar month in which the Time to Repair (TTR) – is defined as a 1. 5 hour window, during which OrionVM will perform all that is commercially reasonable to restore ‘Availability’ to your instance. If the ‘Availability’ of an instance is not restored within this window, then a ‘Service Outage’ event is deemed to have occurred 3. Time to Repair (TTR): – is defined as a 1. 5 hour window, during which OrionVM will perform all that is commercially reasonable to restore ‘Availability’ to your instance.
If the ‘Availability’ of an instance is not restored within this window, then a ‘Service Outage’ event is deemed to have occurred. 4. Scheduled Outages – when maintenance is required to be performed on the system, OrionVM will schedule an outage window. A period of at least 5 days notice will be given to clients regarding a scheduled outage window. http://orionvm. com. au/legal/sla 10. What is the difference between data and information? * Data is raw material for data processing. data relates to fact, event and transactions. Data refers to unprocessed information. Information is data that has been processed in such a way as to be meaningful to the person who receives it. it is anything that is communicated. Example: Researchers who conduct market research survey might ask a member of the public to complete questionnaires about a product or a service. These completed questionnaires are data; they are processed and analyse in order to prepare a report on the survey. This resulting report is information. http://wiki. answers. com/Q/What_is_the_difference_between_data_and_information_in_computer_terms Part 2 – Questioning and active listening techniques
Imagine you are working in a computer store. A customer, Sarah Lee has entered the store with her notebook. Sarah tells you that her notebook has stopped working and that she will need to have it fixed urgently in order to complete her assignments. 1. Provide three examples of different types of questions that you would use to find out more about Sarah’s computer problems 1. Reflective Question: Repeating back her description of the problem. * So your laptop stopped working when you were sitting on your bed, working on assignments in MS Word ? 2. Open ended Question: Asking for more specific detailed information. Was the laptop sitting on the bed covers ? 3. Closed Questions: Asking for confirmation on a specific issue. * Did the laptop get warm – hot ? 2. Provide two examples of responses that show that you have been listening to Sarah’s notebook problems. 1. So Sarah your laptop was working fine when you started to use it on the bed covers? 2. How long were you using your laptop, on the bed covers ? Note: You could use a tool like ToonDoo or Dvolver to build a scenario and provide us with the link. Assessment Task 3 Required documents and equipment Part 1 – Develop procedures The following problem is reported:
The receptionist of the PLENTIFUL REAL ESTATE COMPANY calls the HelpDesk, and reports that she cannot find a file she is trying to open in Word. She only saved it this morning. Note: She has not saved the file as usual on the Network drive, but got distracted and unawares, saved the file in the folder “Personal” on the C drive. The file is called SALE26. DOC. Your task is to complete the following: Determine the approach you would take in supporting the above person. A. List and describe the steps, including the prompts, you would follow in supporting the user and solve the problem. . Identify yourself, giving the client your name, assure the client you will help then with their issue 2. Ask the client for their name, and ask if it is ‘ok’ to use their first name, (use their name when directing questions to the client) 3. Ask for Service Level Agreement (SLA) user access information 4. Check currency of SLA 5. Confirm what O/S is being used 6. Confirm what version of MS Word is being used – MS Word 2010 7. Ask the client to open a new instance of MS Word 8. Direct the client to the File tab 9. Direct the client to the Recent button on the left 10.
Assist the client in locating the file in the recent document list 11. Once the file is found assist the client in completing a Save As to the network drive. 12. Ask the client if she can now find the file on the Network dive – she can 13. Ask the client “is there is anything else I can help you with today” 3. Document what you would write in the log about •The problem Receptionist from Plentiful Real-estate, Service account 123456: Called at 11:55 am, 01/01/2001 Issue: ‘Lost file’, non-directed save of MS Word file. •The resolution Utilised the recent files system within MS Word, and assisted in correct file save process.
Very often users ring the helpdesk with this type of problem. Management has decided to provide some templates. 3. Design a list of tasks, in an appropriate order, that the staff can follow when a client has a problem. This list needs to include all the steps that staff need to follow if a client either phones All IT Computer Company for support with a problem or brings their computer into their office. (You can set this out in two lists if preferred – one for phone problems and one for face-to-face clients. ) *N. B. For my answer to this question, please see my answer to: Assessment Task 3
Required documents and equipment Part 1 – Develop procedures I have combined my response to the two questions, into a single answer. : Part 2 – Create a Fax Please use Link to Fax to view document/answer. Your task is to design and create a fax for the following scenario. You work for the All IT Computer Company of 66 Broadband t Lane BIGTOWN 2999. The Manager, Mr Johns has asked you to send a fax using the company letterhead. Mr Johns would like you to complete a fax from him to the manager, Barbara Smith, of the No Worries Computer Consultancy company. In the fax you need to include the following information:
The Hewlett Packard scanners that No Worries Computer Consultancy was enquiring about are now in stock and are ready for delivery. You can include a price list with the fax (in this scenario this is already printed on one single page ready to go – do not make it up, just mention it in your fax). The fax content will ask which printer they have decided to purchase (if any) and what quantity they require. A copy of the fax needs to go to Mr Johns secretary, Sara Gillett for filing. No Worries Computer Consultancy is located at 66 Spent Street OAKVILLE 2230. Their phone number is 67424242 and fax number is 67424243. Mr.
Johns would like a reply as soon as possible. The All IT Computer Company’s phone number is 68999999 and their fax number is 68999988. Part 3 – Create a Memo Please use Link to Memo to view document/answer. Mr Johns has asked you to send a Memo out to the following staff in the sales department – Ben Franklin,, Rita McKay and Macey Gray. The memo is to let them know the Hewlett Packard scanners are in stock and that they can request a price list from you. A copy of the memo needs to go to Mr Johns secretary, Barbara Smith for filing. In this task consider the following: Layout of the MEMO Correct placement of contact details
All relevant content is included You have included details for the receiver of the message to make contact easily for further clarification, or to ask questions. Part 4 – Record a Message You answer the phone for a colleague called Bill Jackson who is not at his desk. What do you say when you answer the phone. The person on the phone is called Barbara Smith and she wanted to speak to Mr. Johns about a quote he had prepared for her. She needs to speak to him as soon as possible. Fill in the details of the call on the message pad below. Insert a tick in the last column where appropriate. Use today’s date and the time you are doing the exercise.
Cite this A Work and Communicate Effectively in an It Environment
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