这个作业是撰写介绍IT服务科学和应用的报告

ICT636 Assessment 2 – Portfolio
School of Information Technology
New Zealand Diploma in Software Development
(Level 6)
Course Code & Title: ICT636 IT Service Provision
Assignment Title 2 – Portfolio Assessment Type Practical/Theory
Level 6 Credits 15
Term & Cohort:
Due date:
Overall Weighting: 50%
Total marks available 100
Tutor:
Course aim
To introduce students to IT Service Science and its role in the development and provision of highquality IT services. The foundations of high-quality services are covered, including standard
procedures, techniques and tools. Students will gain IT service and operations orientated skills
Purpose
Learners will gain an understanding of the issues facing organisations in developing efficient IT
service.
Assessment Information
1. This is an individual open-book assessment to be completed in an agreed environment which
is worth 50% of your total assessment weighting of the entire course.
2. Resources and/or equipment which may be used for this activity:
• NZSE issued material; and
• your own course notes.
3. You have 5 days to complete this assessment
ICT636 Assessment 2 – Portfolio v1 Page | 2
Learning Outcomes
This assessment is mapped to the following learning outcomes for this course:
LO 2 Discuss the elements involved in providing quality customer service.
LO 4 Analyse and apply processes that comprise IT service and solutions deployment
essentials
Graduate Profile Outcomes (this course is mapped to)
7 Apply IT technical support concepts and practice to manage hardware and software
resources to meet organisational requirements in a software development context.
8 Apply project management tools and techniques to an IT related project, to analyse
and solve problems.
10 Apply communication, information design, personal, and interpersonal skills, clearly
and professionally to enhance working effectiveness, efficiency, and quality outcomes
in an organisational environment.
Plagiarism
• Any submitted assessment or part of an assessment which has plagiarised content will not be
marked.
• All cases of plagiarism and/or cheating will be investigated and dealt with according to A08:
Misconduct in Assessment Policy.
Submission Instructions
You are required to ensure you have carried out the following before submitting your assessment:
• Signed assignment coversheet
• Place your Name, Student ID number, Assessment and Task Number on all loose documents
you are submitting with the assessment.
• All answers must be written in your own words.
• Proofread and spell check all written assessment work carefully.
• DO NOT email your document to your tutor, it must be uploaded to the NZSE LMS
ICT636 Assessment 2 – Portfolio v1 Page | 3
Assessment
Case Study:
DaxTech is a small New Zealand based company that provides several technical services to its
client. DaxTech has a social media presence that involves Twitter, uses specialised Geographic
Information System (GIS) software. It also has a small wired network for staff, an email server
and web server in DaxTech’s server room, as well as a small number of devices such as tables,
phones and laptops. DaxTech operates in Auckland CBD and has a small office in Albany where
it can meet clients.
Most devices are in the CBD location. However, some are stored at the Albany office. A concern
has been raised that there is no asset management software, so it is possible devices might
go missing. No one would know until the annual review. Currently, DaxTech has one technician
who is contactable by cell phone and email. Usually, the technician undertakes issues as they
come to notice. The boss at DaxTech has noted that other employees are concerned that some
helpdesk tasks take much longer than expected to complete. They sometimes do not get
notification once tasks have been completed.
Zoomy IT the company you work for, offers the service of recommending and installing
helpdesk solutions, training users in the helpdesk software usage, improving knowledge and
efficiencies by using a helpdesk solution and analysing the data from the helpdesk to improve
helpdesk provisioning. For practical purposes if DaxTech has special privacy and business
requirements that mean outsourcing helpdesk is not possible currently.
Part 1 (60 Marks)
LO 2 Discuss the elements involved in providing quality customer service.
After receiving your report, DaxTech decides to hire your company – Zoomy IT to recommend
and install a helpdesk for its staff to evaluate a service level agreement (SLA) on ticket
resolution. Your company decided that SpiceWorks Helpdesk Software meets the main
requirements for DaxTech as their helpdesk issues are either “Tech support” or “Other”. The
software allows additional functionality that is likely of benefit to DaxTech.
Tasks
a) Create a new Helpdesk in SpiceWorks that will have your student ID as the helpdesk
name. You will likely need to use a new email address for this, and the account
associated with that email will be your admin user for that helpdesk.
b) When you create the helpdesk, you will need to add a new user as a user (use your
normal email account for this), create five new tickets by the user, with the following
problems: the printer not printing, the GIS software not loading, one of the devices
not being able to use Wi-Fi, the company website not being accessible from outside
the company LAN, and the wrong contact email address on the website. For each
ticket determine a suitable level of priority (no more than 2 can be emergency level)
ICT636 Assessment 2 – Portfolio v1 Page | 4
and assign all five to the admin. Describe your decision-making process behind
determining which ticket(s) were given “emergency” level priority.
c) Include a short list of five (5) questions, for each ticket, which a helpdesk operator
would ask the person reporting the issue to gain more information to aid with
resolving the issue. These questions need to be included in the ticket.
d) Screenshot the process of adding a new user and screenshot the process of adding
any one of the tickets and add those screenshots to your report. For each screenshot
describe what process you are implementing and why.
e) Close any one of the tickets immediately, and then close another ticket within 10
minutes of opening it. Leave the other three open for now. Screenshot the dashboard
that shows the number of open and created tickets, and average solve time. Include
that screenshot in the report describing what the screenshot represents and what the
average solve time for your tickets is. State why average solve time can be a useful
metric for DaxTech.
f) Create an email that you would send to the DaxTech staff to inform them of the new
helpdesk, how they will utilise it and its hours of service (to be determined by you).
Explain what issues of change management your email address.
Part 2 (40 Marks)
LO 4 Analyse and apply processes that comprise IT service and solutions deployment essentials
Task
Write a brief report with screenshots if appropriate to answer the following:
a) Combine the elements from the other task, ensure each screenshot has a caption,
each page has a page number and that you have included a brief introduction outlining
what the report contains, and the conclusion of the report.
b) How many tickets have been opened, and how many of them have been closed?
c) If the DaxTech helpdesk staff have a service level agreement that 75% of tickets will
be resolved (closed) how many tickets that DaxTech need to be closed within 6 days?
d) Go back to your own helpdesk, and close two of the three remaining tickets. Show the
SLA report with a screenshot to demonstrate that your company is meeting the 80%
SLA agreement level.
e) Include a printout of each ticket’s history.
f) The list of questions, created in task “c” of part 1.
g) Explain in your report both how operating a helpdesk like this can lead to provide
quality customer service, and how applying the concepts of SLAs in this way
demonstrates that quality customer service has been applied.
h) Conclude your report with statements addressing what value has been added to
DaxTech by running a helpdesk, what value your company added to DaxTech by
ICT636 Assessment 2 – Portfolio v1 Page | 5
providing and “installing” the helpdesk, and how SLAs can be used to determine if the
helpdesk has been of benefit or not. Make sure each task has a heading even if you
are unable to complete that task.
ICT636 Assessment 2 – Portfolio v1 Page | 6
ICT636 IT service Provision
Assessment 2 – Portfolio Marking Criteria
Part Assessment
Criteria
Evidence
1
a) create
Spiceworks
helpdesk
Student has provided evidence of
creating helpdesk account with their
Student ID
(2 Marks)
Student has provided evidence of
creating helpdesk account BUT not with
their Student ID
(1 Mark)
Student has NOT provided evidence of
creating helpdesk account with their
Student ID
(0 Marks)
b) Create new
user and create
five (5) tickets.
Student has
provided evidence
of creating a new
user AND creating
all five (5) tickets,
AND
NO MORE than
two (2) have
‘emergency’
priority AND all
five (5) tickets
assigned to the
Admin
(16 – 20 Marks)
Student has
provided evidence
of creating a new
user AND creating
all five (5) tickets,
AND
NO MORE than
two (2) have
‘emergency’
priority AND LESS
THAN five (5)
tickets assigned to
the Admin
(13– 15 Marks)
Student has
provided evidence
of creating a new
user AND creating
all five (5) tickets,
AND
ONLY one (1) has
‘emergency’
priority AND all
five (5) tickets
assigned to the
Admin
(10 – 12 Marks)
Student has
provided evidence
of creating a new
user AND creating
three (3) or four
(4) tickets, AND
NO MORE than
two (2) have
‘emergency’
priority AND all
tickets created
assigned to the
Admin
(7 – 9 Marks)
Student has
provided evidence
of creating a new
user AND creating
three (3) or four
(4) tickets, AND
ONLY one (1) has
‘emergency’
priority AND all
tickets created
assigned to the
Admin
(4 – 6 Marks)
Student has
provided evidence
of creating a new
user AND creating
one (1) or two (2)
tickets, AND
none has
‘emergency’
priority AND all
tickets created
assigned to the
Admin
(1 – 3 Marks)
c) Create a list
of questions
Student has
provided evidence
of creating five (5)
questions for each
of the five (5)
tickets
(16 – 20 Marks)
Student has
provided evidence
of creating three
(3) or four (4)
questions for each
of the five (5)
tickets
(13 – 15 Marks)
Student has
provided evidence
of creating three
(3) or four (4)
questions for three
(3) or four (4) of
the tickets
(10 – 12 Marks)
Student has
provided evidence
of creating one (1)
or two (2)
questions for three
(3) or four (4) of
the tickets
(4 – 6 Marks)
Student has
provided evidence
of creating one (1)
or two (2)
questions for one
(1) or two (2) of
the tickets
(1 – 3 Marks)
Student has NOT
provided any
evidence of
creating any
questions
(0 Marks)
ICT636 Assessment 2 – Portfolio v1 Page | 7
d) screenshots
are annotated
to explain them
Student provides
annotated
screenshots to
support steps
undertaken in Part
1 task ‘b’ for all
five (5) tickets
(5 – 6 Marks)
Student provides
annotated
screenshots to
support steps
undertaken in Part
1 task ‘b’ for four
(4) tickets
(4 Marks)
Student provides
annotated
screenshots to
support steps
undertaken in Part
1 task ‘b’ for three
(3) tickets
(3 Marks)
Student provides
annotated
screenshots to
support steps
undertaken in Part
1 task ‘b’ for two
(2) tickets
(2 Marks)
Student provides
annotated
screenshots to
support steps
undertaken in Part
1 task ‘b’ for ONLY
one (1) ticket
(1 Mark)
Student HAS NOT
provided
annotated
screenshots to
support steps
undertaken in Part
1 task ‘b’
(0 Marks)
e) screenshots
to support
closing tickets
Student has provided
evidence of closing two
(2) of the tickets AND
closed/open and
average solve time
(5 – 6 Marks)
Student has provided
evidence of closing one
(1) of the tickets AND
closed/open and
average solve time
(3 – 4 Marks)
Student has provided
evidence of closing two
(2) of the tickets BUT
NOT closed/open and
average solve time
(2 Marks)
Student has provided
evidence of closing one
(1) of the tickets BUT
NOT closed/open and
average solve time
(1 Mark)
Student has not
provided evidence of
closing any tickets
(0 Marks)
f) Create an
email
Student provides evidence of
creating and email which
contains information on how
to use the helpdesk,
operating hours and
explaining any change
management issues
(5 – 6 Marks)
Student provides evidence of
creating and email which
contains information on how
to use the helpdesk,
operating hours BUT NOT
explaining any change
management issues
(3 – 4 Marks)
Student provides evidence of
creating and email which
contains information on how
to use the helpdesk BUT NOT
the operating hours and NOT
explaining any change
management issues
(1 -2 Marks)
Student has not provided
evidence in the form of an
email
(0 Marks)
2
Report layout Report layout has the
following sections
• Table of contents
• Introduction
• Main body, including
screenshots
• Conclusion
• References
Report layout is missing one
(1) of the following sections
• Table of contents
• Introduction
• Main body, including
screenshots
• Conclusion
• References
Report layout is missing two
(2) of the following sections
• Table of contents
• Introduction
• Main body, including
screenshots
• Conclusion
• References
Report layout is missing more
than two (2) following
sections
• Table of contents
• Introduction
• Main body, including
screenshots
• Conclusion
ICT636 Assessment 2 – Portfolio v1 Page | 8
(7 – 8 Marks) (5 – 6 Marks) (3 – 4 Marks) • References
(1 – 2 Marks)
Ticket history History for all five
(5) tickets are
included
(10 Marks)
History for four (4)
tickets are
included
(8 Marks)
History for three
(3) tickets are
included
(6 Marks)
History for two (2)
tickets are
included
(4 Marks)
History for one (1)
ticket are included
(2 Marks)
No ticket history is
included
(0 Marks)
2 other tickets
closed
Student has evidence of two (2) more
tickets being closed
(2 Marks)
Student has evidence of only one (1)
ticket being closed
(1 Mark)
Student has NOT provided evidence of
closing extra tickets
(0 Marks)
SLA
requirements
Student has provided evidence of
meeting SLA requirements of an 80%
requirement AND explaining how many
tickets require to be closed to meet a
75% agreement
(4 – 6 Marks)
Student has provided evidence of
meeting SLA requirements of an 80%
requirement OR explaining how many
tickets require to be closed to meet a
75% agreement
(1 – 3 Marks)
Student has NOT provided evidence of
meeting SLA requirements of an 80%
requirement AND explaining how many
tickets require to be closed to meet a
75% agreement
(0 Marks)
Quality
customer
service
Student has provided evidence of applying the concepts of
SLA’s to provide a quality customer service
(1 – 4 Marks)
Student has NOT provided evidence of applying the concepts
of SLA’s to provide a quality customer service
(0 Marks)
Conclusion Student has provided
evidence of their conclusion
includes all the following:
• Value added
• Using SLA’s
• Potential benefits
(7 – 10 Marks
Student has provided
evidence of their conclusion
includes two (2) of the
following:
• Value added
• Using SLA’s
• Potential benefits
(4 – 6 Marks)
Student has provided
evidence of their conclusion
includes ONLY one (1) of the
following:
• Value added
• Using SLA’s
• Potential benefits
(1 – 3 Marks)
Student has not provided a
conclusion
(0 Marks)
School of Information Technology
New Zealand Diploma in Software Development (Level 6)
Cover Sheet and Student Declaration
This sheet must be signed by the student and attached to the submitted assessment.
Course Title: IT Service Provision Course code: ICT636
Student Name: Student ID:
Assessment No &
Type:
2 – Portfolio
Written/Practical Cohort:
Due Date:
Date
Submitted:
Tutor’s Name:
Assessment
Weighting 50%
Total Marks 100
Student Declaration:
I declare that:
• I have read the New Zealand School of Education Ltd policies and regulations on assessments and
understand what plagiarism is.
• I am aware of the penalties for cheating and plagiarism as laid down by the New Zealand School of
Education Ltd.
• This is an original assessment and is entirely my own work.
• Where I have quoted or made use of the ideas of other writers, I have acknowledged the source.
• This assessment has been prepared exclusively for this course and has not been or will not be
submitted as assessed work in any other course.
• It has been explained to me that this assessment may be used by NZSE Ltd, for internal and/or
external moderation.
• If I am late in handing in this assessment without prior approval (see student regulations in
handbook), marks will be deducted, to a maximum of 50%.
Student signature:
Date:
Tutor only to complete
Assessment result: Mark /100 Grade


EasyDue™ 支持PayPal, AliPay, WechatPay, Taobao等各种付款方式!

E-mail: easydue@outlook.com  微信:easydue


EasyDue™是一个服务全球中国留学生的专业代写公司
专注提供稳定可靠的北美、澳洲、英国代写服务
专注提供CS、统计、金融、经济、数学等覆盖100+专业的作业代写服务