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IT Support Systems Week 5

Unit 5 - Discussion Board

Summative Discussion Board

Review and reflect on the knowledge you have gained from this course. Based on your review and reflection, write at least 3 paragraphs on the following:

  • What were the most compelling topics learned in this course?
  • How did participating in discussions help your understanding of the subject matter? Is anything still unclear that could be clarified?
  • What approaches could have yielded additional valuable information?

Unit 5 - Individual Project

  • Deliverable Length:  2–3 pages of material in the Key Assignment template section titled "Performance Management"
  • Description: 

    Key Assignment

    The management team likes the information and the work performed in setting up the Help Desk. Up to this point, you have been able to provide them with valuable information:

    • Roles and responsibilities
    • Tools and technologies
    • IT systems support
    • Processes and problem resolution

    The management team is comfortable that the service level agreements can be met with respect to things they can control, namely employee performance and knowledge base quality. They are, however, concerned that because the majority of the help desk support infrastructure is based on Web-based self-service, an outage on the Web site could lead to missed service levels.

    Describe what can be done to ensure the security and availability of the Web-based infrastructure and what the company can do to keep the help desk running in the event of a Web site outage (business continuity). The discussion about security should focus on 3 levels:

    • Physical security
    • Network infrastructure/security
    • Application infrastructure/security

    Add the discussion about security and business continuity to the section titled Performance Management.

    At this point, the Key Assignment template is complete. The following sections should be completed, and be sure to incorporate any feedback received from the instructor and peer reviews:

    • Title page
    • Table of contents (updated to reflect correct page numbers)
    • Roles and responsibilities
    • Tools and technologies
    • IT systems support
    • Processes and problem resolution
    • Performance management
    • References

    Name the document IT225__Final.doc.

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