Misrak TVET College Training, Teaching and Learning Materials Development
ENTOTO TVET COLLEGE under
Ethiopian TVET-System
INFOM!TION TEC"NOLO#$ %&''OT %EVICE Level I
LEARNING GUIDE # 9 &nit o( Competence) ecord Client e*uest e*uirements Module Title ) ecording Client e*uest e*uirements L# Code ) ICT IT%+ L- . TTLM Code ) ICT IT%+ TTLM /++
LO -) 'rioriti0ed support re*uests 1ith appropriate personnel Learning #uide First Edition
Date) /2-+3 !uthor) ICT, IT 5 Misrak TVET College
'age 1 o( 4
Misrak TVET College Training, Teaching and Learning Materials Development
INTRODUCTION
Learning Guide # 9
This learning guide is developed to provide 6ou the necessar6 in(ormation regarding the (ollo1ing content coverage and topics 5 •
'rioriti0ing support re*uest
This guide 1ill also assist 6ou to attain the learning outcome stated in the cover page7 %peci(icall6, %peci(icall6, upon completion o( this Learning #uide, 6ou 1ill 8e a8le to 5 • • • •
Identi(6 relevant guidelines (or prioriti0ing or rating client re*uests7 'rioriti0e client re*uest 8ased on its criticalit6 or impact on the 8usiness7 e(er the re*uest to an appropriate person or department (or assistance7 Communicate to appropriate persons involved 1ith client support7
Learning Activities +7 ead the speci(ic o89ectives o( this Learning #uide7 -7 ead the in(ormation 1ritten in the :In(ormation %heets +; in pages <2=7 <7 !ccomplish the :%el(2check; in page 47 37 I( 6ou earned a satis(actor6 evaluation proceed to :Lap Test; on page >7 "o1ever, i( 6our rating is unsatis(actor6, unsatis(actor6, see 6our teacher (or (urther instructions or go 8ack to Learning !ctivit6 ? +7 /7 Do the :L!' test; in page > @i( 6ou are read6A and sho1 6our output to 6our teacher7 $our teacher 1ill evaluate 6our output either satis(actor6 or unsatis(actor67 I( unsatis(actor6, 6our teacher shall advice 6ou on additional 1ork7 But i( satis(actor6 6ou can proceed to Learning #uide -7
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$our teacher 1ill evaluate 6our output either satis(actor6 or unsatis(actor67 I( unsatis(actor6, 6our teacher shall advice 6ou on additional 1ork7 But i( satis(actor6 6ou can proceed to the net topic7
Learning #uide First Edition
Date) /2-+3 !uthor) ICT, IT 5 Misrak TVET College
'age 2 o( 4
Misrak TVET College Training, Teaching and Learning Materials Development
Infr!atin "eet 1
$ririti%ing su&&rt re'uest
Identif(ing re)evant guide)ines fr &ririti%ing r rating c)ient re'uests There should 8e some mechanism used to prioriti0e service re*uest that come (rom clients clients77 In man6 man6 organi organi0at 0ations ions there there are are rules rules and polici policies es that that govern govern priori prioriti0 ti0ati ation on issues7 The most important (actor taken into consideration is)2 •
*usiness Critica) "(ste! "(ste! 5 the interruption o( such s6stem directl6 a((ects the produc productio tion, n, pro(i pro(itt o( the organi organi0at 0ation ion or the 8usines 8usiness7 s7 It results results in 8ankru 8ankruptc ptc6 6,
•
(rustration, disappointment etc Urgenc( f te service re'uested
Organi%atina) Guide)ines Organi0ational guidelines are the &)icies r &rcedures that &rcedures that are used to correctl6 per(or per(orm m a speci( speci(ic ic activit activit6 6 or opera operatio tion n 1ithin 1ithin an organi organi0at 0ation7 ion7 "ere, 1e 1ill 1ill see the organi0ational guidelines used to prioriti0e client support re*uirements7 $ririti%e c)ient re'uests +ased n critica)it( r i!&act n te +usiness %ome client support re*uests 1ill 8e allocated a high priorit6, as the6 involve critical IT (unctions (unctions 1hich cannot 8e carried carried out until the pro8lem pro8lem is resolved7 resolved7 Etra resource resources s ma6 have to 8e alloca allocated ted to high high priori priorit6 t6 suppor supportt needs, needs, and the progre progress ss o( these these support needs to 8e closel6 monitored7 The The most most comm common on 1a6s 1a6s o( prior priorit iti0 i0at ation ion mecha mechanis nisms ms are are using using the the (ollo (ollo1i 1ing ng general guidelines 8ut its 8est to respond to all re*uests as *uickl6 as possi8le7
Learning #uide First Edition
Date) /2-+3 !uthor) ICT, IT 5 Misrak TVET College
'age , o( 4
Misrak TVET College Training, Teaching and Learning Materials Development
1- .ig $ririt(/ $ririt(/ 2 high priorit6 is given 1here the 8usiness critical s6stem has got a pro8lem7
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! signi(icant num8er o( people are a((ected 86 an issue, a customers computer crashed, the net1ork server is do1n, a virus attack, or there is a securit6 concern7
E0a!&)e/ The user is una8le to login the computer crashed a customers account is locked or the pass1ord needs to 8e reset a computer has 8een in(ected 86 a virus an entire student la8 is do1n i( the net1ork is inaccessi8le7 2- ediu! $ririt(/ ! $ririt(/ ! single customer is a((ected 86 a pro8lem 8ut is still a8le to 1ork, or there are pro8lems 1ith a service 8ut it is still (unctional7 E0a!&)e/ ! customer is eperiencing intermittent computer pro8lems is una8le to open or 1ork 1ithin a so(t1are program is having printer pro8lems has lost access to a (ile share or re*uires data recover68ackup7 ,- L $ririt(/ outine $ririt(/ outine or maintenance tasks7 E0a!&)e/ ! customer asks :ho1 to; *uestions or re*uests ne1 so(t1are installations or computer computer set up7 The department department re*uests re*uests account creations creations or updates, updates, director6 director6 changes, or ne1 (ile shares7 Referring re'uests t a&&r&riate &ersn r de&art!ent fr assistance •
This stage is the step at 1hich 1e re(er client support re*uirements to respected technician or department to give the support needed 86 the client7
Learning #uide First Edition
Date) /2-+3 !uthor) ICT, IT 5 Misrak TVET College
'age 3 o( 4
Misrak TVET College Training, Teaching and Learning Materials Development
"e)f4Cec5 1
6ritten Test
Name:____________________
Date:_________________
Instructin/ !ns1er Instructin/ !ns1er all the *uestions listed 8elo1, i( 6ou have some di((icult6 doing the this sel( check, (eel (ree to ask 6our teacher (or clari(ications7
+7 Ghat are are the (actors (actors to consider consider in prioriti0i prioriti0ing ng a client support support re*uest re*uestH H -7 Ghat Ghat are are the the prio priori riti ti0a 0ati tion on mecha mechanis nisms ms that that are are 8ein 8eing g used used to prior priorit iti0 i0e e client client support re*uestH <7 Ghat Ghat do 6ou call call the policie policies s or proced procedures ures that that are used to correctl correctl6 6 per(orm per(orm a speci(ic activit6 or operation 1ithin an organi0ationH 37 It is the interruption interruption o( a s6stem s6stem 1hich directl6 directl6 a((ects a((ects the production, production, pro(it pro(it o( the organi0ation or the 8usinessH /7 Ghat are are the e((ects e((ects o( (ailure (ailure o( 8usiness 8usiness critical critical s6stems s6stems in an organi0atio organi0ationH nH
$ou $ou must a8le to get >points to 8e competent other1ise 6oull take another test
La& Test Learning #uide First Edition
$ractica) De!nstratin Date) /2-+3 !uthor) ICT, IT 5 Misrak TVET College
'age 7 o( 4
Misrak TVET College Training, Teaching and Learning Materials Development
Name) Time started)
Date) Time (inished)
Instructins/ $ou $ou are re*uired to per(orm the (ollo1ing individuall6 1ith the presence o( 6our teacher7 Assu!e (u are an IT e)& des5 &rfessina) in A*C C!&an( and (u recrded te f))ing &r+)e!s t +e s)ved re&rted +( (ur c)ients- 8ur tas5 is t &ririti%e eac f te &r+)e!s&r+)e!s•
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$rvide a reasn fr (ur (ur anser-
Re'uest f netr5 server fai)ure 'riorit6) eason ) Re'uest f u&grading f sftare 'riorit6) eason ) Re'uest fr &rinting &r+)e! f ne user'riorit6) eason ) Re'uest f cnsu)tatin n te u&grading f 6inds $ t 6inds : 'riorit6) eason ) Re'uest fr !aintenance f c!&uter 'riorit6) eason )
$our teacher 1ill evaluate 6our output ou tput either satis(actor6 or unsatis(actor67 I( unsatis(actor6, 6our teacher shall advice 6ou on additional 1ork7 But i( satis(actor6, 6ou can proceed to the net topic7
Learning #uide First Edition
Date) /2-+3 !uthor) ICT, IT 5 Misrak TVET College
'age ; o( 4
Misrak TVET College Training, Teaching and Learning Materials Development
Learning #uide First Edition
Date) /2-+3 !uthor) ICT, IT 5 Misrak TVET College
'age : o( 4
