Assignment Detail:- ICT 106 Technical User Support - Sydney International School of Technology & Commerce
Question 1: Terence is a help desk trainer- He has been requested to train new support staff on managing incidents- The checklist for managing incidents has several steps- Terence is asked to present the first five steps of this checklist- Prepare the content for Terence's training presentation-
Question 2: Digitech is an Australian based indigenous-owned company- The company wishes to implement new software for logging calls in their user support department- The User support manager and User support team leader are responsible for leading this project- This support manager and support team leader agreed to consider off-the-shelf software packages- However, they found two software applications during their research, namely Logiship and Timely-log- These applications seemed suitable for meeting their departmental goals and objectives-
The support manager and support team leader decided to use Weighted-Point Evaluation Method to identify the most suitable software application through evaluation- These individuals agreed on the following criteria and their associated weights: software security 20%, user-friendliness 10%, speed 25%, efficiency 15%, and software features 30%- The support manager and support team leader requested the appropriate vendors for sample Logiship and Timely-log software applications for evaluation purposes- After a week, the support manager provided the following evaluation data for Logiship software: software security = 40, user-friendliness = 60, speed = 35, efficiency = 45, and software features = 50- While the support leader provided the following evaluation data for Logiship software: software security = 30, user-friendliness = 70, speed = 45, efficiency = 39, and software features = 46-
For Timely-log, the support manager provided the following evaluation data for Logiship software: software security = 60, user-friendliness = 30, speed = 30, efficiency = 50, and software features =40- While the support leader provided the following evaluation data for Timely-log software:
software security = 38, user-friendliness = 60, speed = 50, efficiency = 20, and software features = 30-
Using all the information given above, use the Weighted-Point Evaluation method to assess the impact of the Logiship and Timely-log software packages- Show all the steps involved in the calculations- Based on the calculated figures, identify the most suitable software application for the Digitech company user support department-
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