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ICTSAS512 Review and Manage Delivery of Maintenance Services Trainer’s Guide | V 4.0 | April 2018 | Page 1 of 9 Pass Global Pty Ltd t/a ALTEC College | RTO Code 22034 | CRICOS Code 02926D Approved by: Academic Manager | Next Review: April 2019 6. Assessment Tasks Assessment Task 1: Assessment Task Install a Help Desk and Evaluate Performance Outcomes Assessed Performance Criteria: 1.1, 1.2, 1.3 Addresses some elements of performance evidence and knowledge evidence as shown in the Assessment Matrix Description: A service‐level agreement (SLA) is simply a document describing the level of service expected by a customer from a supplier, laying out the metrics by which that service is measured, and the remedies or penalties, if any, should the agreed‐upon levels not be achieved (CIO, 2014). This is a team task, to be completed by a team of minimum two (2) students. In this assessment task, your team will be simulating a help desk environment, respond to faults and then evaluate the service level against the criteria set in the SLA. To complete this task, your team will require; • Help desk software (Freeware) • Draft/Sample SLA • Access to organisation/institute/college environment For the purpose of simulation; You and your team member(s) will play the role of an external IT Support Team working for an IT consulting firm that is responsible for maintaining IT infrastructure and functionality for an organisation/institute. Your trainer/assessor will play the role of the organisational stakeholder (e.g. Business Manager). Class audience will play the role of organisation’s employees (users). Free Help Desk software can be downloaded from; http://www.sysaid.com/free‐help‐desk‐software Or, any other sources by search – or as recommended by your trainer/assessor. To create the organisational and service context, the following business scenario is provided. Business Background As this task requires a review of existing infrastructure in the subsequent tasks, your current institute/college is provided as the case organisation. Use the following information for your reference; The college CEO has nominated a manager (your trainer/assessor role‐play) to act as the college’s project manager. Your company Byte Consultancy (Byte had upgraded college’s computer network system) to provide ongoing support http://www.sysaid.com/free‐help‐desk‐software ICTSAS512 Review and Manage Delivery of Maintenance Services Trainer’s Guide | V 4.0 | April 2018 | Page 2 of 9 Pass Global Pty Ltd t/a ALTEC College | RTO Code 22034 | CRICOS Code 02926D Approved by: Academic Manager | Next Review: April 2019 for their system. The college’s preference for support service is for remote administration with onsite service only as needed (e.g. when hardware problems occur). Accordingly, a service level agreement with the college is in place and your team is going to play the role of the IT Support Team in reviewing the support levels experienced. This exercise is a simulation in which you will set up an internal help desk, operate it for short period, and then review performance against the SLA (service level agreement). A sample SLA will be provided for your information. Undertake the following process; Set Up Phase First, install and configure the required help desk software. When installed, the manager (trainer/assessor role play) will populate the help desk repository with a variety of queries on behalf of the users. You and your team will respond to these queries where possible. If you are unable to answer any query, leave the ticket open. When responding to queries, provide step by step instructions and maintain regular communication. Analysis Phase In this phase you will review the performance of your support team against the SLA; comparing actual fault reporting and restoration performance and with the service level agreement. Review the SLA and identify the discrepancies; i.e. what the SLA requires and what was actually done and take notes for a later report. Report your findings to the manager. Ensure that you retain all the records. These records will be required in the subsequent assessment tasks. Assessment Criteria The following assessment criteria will be used for marking this assessment task. Ensure that you have addressed all of the criteria in your work; Each team member will be individually assessed based on the observation during the assessment session. • Maintained the required role play and completed all the tasks as instructed • Maintained effective communication and consultation within the given role plays (both the team and the manager) • Installed and configured a help desk tool as instructed • Help desk is functional and accessible from a remote location (i.e. manager’s PC) • Attended to queries/ticket made on the system • Appropriately responded to queries and continuously updated the status • Researched the required information and identified suitable technologies/solutions • Made notes of the nature of the queries/faults and the process undertaken to address them • Reviewed and understood key features of the Service Level Agreement (SLA) • Compared actual performance with the criteria listed in the SLA • Identified service issues/gaps and made appropriate notes • Discussed the service gap with the manager (trainer/assessor role‐play) and maintained all the records Submission Guidelines Submit; • Written analysis on service level comparison • Copies of any relevant reference documents/technical specifications used Electronic versions of the assessment task and email/electronic submission arrangements are at further discretion of the trainer/assessor. Note: Keep a copy of all your work/documents as you may need them in the subsequent tasks. ICTSAS512 Review and Manage Delivery of Maintenance Services Trainer’s Guide | V 4.0 | April 2018 | Page 3 of 9 Pass Global Pty Ltd t/a ALTEC College | RTO Code 22034 | CRICOS Code 02926D Approved by: Academic Manager | Next Review: April 2019 Assessment Task 2: Assessment Task Develop and Recommend Service Solutions Outcomes Assessed Performance Criteria: 2.1, 2.2, 2.3, 3.1, 3.2, 3.3, 3.4, 4.1, 4.2, 4.3, 4.4 Addresses some elements of performance evidence and knowledge evidence as shown in the Assessment Matrix Description: In this assessment task, you and your team will continue within the same role‐play and context as in Assessment Task1. As you would be identified certain discrepancies between the actual work performed and the SLA requirements in the previous task, it is pertinent that you (with your team), undertake a review of the college infrastructure to identify the service context and if the SLA actually covers all the required service areas. Undertake the following process; Assume that your team has decided to visit the organisation/institute to evaluate the current business infrastructure (e.g. floors, offices, location of server, printers etc.) 1. Review the SLA 2. Plan a site visit and make note of what you will be doing 3. With due permission from the manager (trainer/assessor role play) undertake a organisation/campus tour of the administrative and technology areas (e.g. server room) 4. Compare the service provision in the SLA and determine if there are any gaps – i.e. if the SLA really covers the service expectations/requirements based on the current infrastructure 5. Take notes and propose solutions/recommendations 6. Write a brief report to the manager and schedule a review 7. Conduct a review meeting and establish a review process 8. Adjust the SLA (if editable file) or provide proposed additions to the SLA You will be required to maintain your role as a support team and engage in the process emulating a real‐life environment. You and your team members will be observed and assessed based on both the interactions and the written analysis/recommendations submitted. Assessment Criteria The following assessment criteria will be used for marking this assessment task. Ensure that you have addressed all of the criteria in your work; • Maintained the required role play and completed all the tasks as instructed • Maintained effective communication and consultation within the given role play • Communicated with the manager (trainer/assessor role play) and organised a site visit • Had a clear plan for the visit and prepared observation sheets/checklists for the review • Reviewed and understood key features of the Service Level Agreement (SLA) ICTSAS512 Review and Manage Delivery of Maintenance Services Trainer’s Guide | V 4.0 | April 2018 | Page 4 of 9 Pass Global Pty Ltd t/a ALTEC College | RTO Code 22034 | CRICOS Code 02926D Approved by: Academic Manager | Next Review: April 2019 • Reviewed the infrastructure according to the plan and noted observations • Identified specific service and maintenance requirements • Identified and recorded discrepancies between the SLA and the actual business service and maintenance requirements • Researched the required information and identified suitable technologies/solutions • Articulated the solutions and recommendations in a structured document/report • Proposed implementation of the solutions as addendums to the SLA • Organised a review meeting with the manager (trainer/assessor role play) to discuss the implementation and future review processes • Conducted the simulated review meeting maintaining the roles and real‐life context • Meeting was well organised and conducted according to a plan • Implementation and review processes were discussed • Set clear review schedule and proposed updates to the current SLA • Wrote a brief report covering all the key aspects and the required information Submission Guidelines Submit; • Your plan/checklist for the site visit • Your notes from the infrastructure review • Word processed report with an assignment cover sheet (signed by both the team members) • Copies of any relevant reference documents/technical specifications used Electronic versions of the assessment task and email/electronic submission arrangements are at further discretion of the trainer/assessor. ICTSAS512 Review and Manage Delivery of Maintenance Services Trainer’s Guide | V 4.0 | April 2018 |