In today's digital age, Information and Communication Technology (ICT) support plays a crucial role in ensuring the smooth functioning of organisations' IT infrastructure. This encompasses various procedures, fundamentals, and guidelines to maintain the integrity, security, and efficiency of computer systems and networks.
In this topic, you will learn about:
- ICT support procedures
- Understanding operating systems
- Workplace security and networks
Let us begin.
Problem prioritisation
Organisational procedures for problem prioritisation are crucial for effectively managing resources and addressing issues in a timely manner.
Each reported problem is assigned a priority level based on the established criteria and priority levels. This is done within the organisation's ticketing system or helpdesk software.
By defining clear prioritisation criteria and priority levels, organisations can effectively triage and allocate resources to address problems in a structured and efficient manner, ensuring that critical issues are addressed promptly while efficiently managing lower-priority tasks.
Priority level assignment
Priority levels or severity levels are defined to categorise problems based on their urgency and importance. Typical priority levels may include critical, high, medium, and low, with corresponding response times and escalation procedures.
| Critical | Critical issues have a severe impact on business operations, customer satisfaction, or regulatory compliance. These issues require immediate attention and dedicated resources to resolve. Examples include system outages, security breaches, or data loss incidents. |
| High | High-priority issues are urgent and require prompt resolution but may not have immediate severe consequences. These issues significantly affect business operations, customer experience, or regulatory compliance and need to be addressed within a short timeframe to prevent escalation. |
| Medium | Medium-priority issues are important but less urgent, allowing for a reasonable timeframe for resolution. These issues may impact productivity, efficiency, or customer satisfaction but do not pose immediate risks to business operations or compliance. |
| Low | Low-priority issues are minor or non-urgent problems that can be addressed as resources allow. These issues have minimal impact on business operations, customer satisfaction, or regulatory compliance and can be scheduled for resolution based on available capacity and priorities. |
Prioritisation criteria
It is important to establish clear criteria and guidelines for prioritising problems. Criteria may include factors such as the impact on business operations, customer satisfaction, revenue generation, regulatory compliance, and safety. Expand each of the following criteria to learn how they contribute to priority level assignment.
Problems that have a significant impact on core business functions, productivity, revenue generation, or customer service are prioritised higher. For example, an issue affecting critical systems or services essential for day-to-day operations would be considered high priority.
Problems that directly impact customers or affect their experience with products or services are given priority. Customer-facing issues, such as website downtime, billing errors, or service disruptions, are typically prioritised to maintain customer satisfaction and loyalty.
Issues that pose compliance risks or violations of regulatory requirements are prioritised to mitigate legal and regulatory consequences. Ensuring compliance with industry standards, data protection regulations, and security protocols is critical for minimising risks and liabilities.
Problems involving safety hazards, security breaches, or data breaches are considered a high priority due to their potential to cause harm or compromise sensitive information. Immediate action is required to address security vulnerabilities, protect assets, and prevent further damage.
Problems aligned with organisational goals, strategic initiatives, or key business priorities may receive higher priority. This includes issues related to product launches, major projects, or strategic partnerships critical for the company's growth and success.
Problems with imminent deadlines, time-sensitive deliverables, or service level agreements (SLAs) are prioritised based on their urgency. Meeting deadlines and SLAs ensures customer satisfaction, regulatory compliance, and business continuity.
The following image shows how the priority level of a problem can be determined by assessing the impact and urgency of the issue.
| Impact | ||||||
|---|---|---|---|---|---|---|
| High - system wide Business unit, department, location |
Medium - multiple users Number of users |
Low - single user | ||||
| Urgency | High no longer perform primary work functions |
Critical | High | Moderate | ||
| Medium Work function impaired, workaround in place |
High | Moderate | Low | |||
| Low Inconvenient |
Moderate | Low | Low | |||
Third-party support and documentation
Procedures for third-party support and documentation involve establishing systematic processes to manage relationships with external vendors, ensure efficient resolution of issues, and maintain accurate records of support activities.
The following are some of these procedures. Expand each procedure for more details of what it involves.
These procedures specify how to identify and evaluate potential third-party vendors based on criteria such as expertise, reputation, service offerings, and compatibility with organisational needs. Develop an onboarding process to facilitate the integration of selected vendors into the organisation's operations. This may include orientation sessions, training on organisational policies and procedures, and provision of necessary resources and access.
These procedures help define service level agreements (SLAs) with third-party vendors to establish expectations regarding response times, resolution times, availability, and other performance metrics. It is important to ensure that SLAs are clearly documented, agreed upon by both parties and aligned with organisational goals and requirements.
Establish procedures for reporting incidents to third-party vendors, including designated contact points, communication channels, and response expectations. Define escalation paths for unresolved or critical issues, specifying who should be notified and at what point escalation is warranted.
This procedure outlines a structured process for managing and resolving issues reported to third-party support providers. It will provide guidelines on:
- Documenting problem reports, including details such as issue description, severity, steps taken, and resolution status.
- Monitoring the progress of problem-resolution efforts, track response times, and ensure timely updates to stakeholders.
Develop a centralised repository for documenting information related to third-party support activities. Capture insights, best practices, troubleshooting procedures, and lessons learned from support experiences to facilitate knowledge sharing and future reference. Ensure that documentation is organised, searchable, and accessible to relevant stakeholders.
Monitor the performance of third-party vendors against SLAs and key performance indicators (KPIs). Regularly review vendor performance reports, analyse trends, and identify areas for improvement or optimisation. Conduct periodic performance reviews with vendors to provide feedback, address concerns, and identify opportunities for collaboration.
Implement measures to assess and mitigate risks associated with third-party support activities, including vendor security assessments, data protection protocols, and compliance checks. Ensure that vendors adhere to relevant security standards, regulatory requirements, and industry best practices to safeguard organisational assets and sensitive information.
By following these procedures for third-party support and documentation, organisations can effectively manage their relationships with external vendors, streamline support operations, and maintain comprehensive records of support activities for future reference and improvement.
Maintenance procedures
Maintenance procedures in ICT support involve systematic activities aimed at ensuring the reliability, availability, and optimal performance of IT infrastructure, systems, and equipment. These procedures include preventive maintenance tasks, software updates, hardware inspections, system backups, and security patches.
Here are some examples.
- Preventive maintenance: Regular checks and adjustments to prevent potential issues and ensure smooth operation.
- Software updates and patch management: Installing updates, patches, and security fixes to enhance performance and address vulnerabilities.
- Hardware inspections and cleaning: Regular inspections and cleaning of hardware components to prevent failures and prolong lifespan.
- Backup and disaster recovery: Establishing backup procedures to protect data and ensure business continuity in case of disasters.
- Performance monitoring and tuning: Monitoring system performance metrics and optimising configurations for efficiency.
- Security audits and vulnerability assessments: Regular assessments to identify and remediate security weaknesses and threats.
- Documentation and change management: Maintaining accurate records of configurations, maintenance activities, and changes for consistency and traceability.
These maintenance procedures collectively contribute to minimising downtime, enhancing system reliability, improving security, and optimising performance within an organisation's IT infrastructure. By implementing these practices, ICT support teams can effectively manage and maintain IT systems to meet business needs and ensure operational efficiency.
Maintenance report preparation and distribution
Maintenance report preparation and distribution procedures in ICT support involve systematic steps for compiling, formatting, and disseminating information regarding maintenance activities, findings, and recommendations within an organisation's IT infrastructure. These procedures ensure that relevant stakeholders receive accurate and timely reports detailing the status of IT systems, any issues encountered, and actions taken to address them.
Key components of maintenance report preparation and distribution procedures include:
| Data collection | Gather information on maintenance activities, issues identified, resolutions implemented, and recommendations for improvement. |
|---|---|
| Report formatting | Structure the report with sections such as executive summary, maintenance activities, issues identified, resolutions implemented, and recommendations |
| Data analysis | Analyse collected data to identify trends, patterns, and areas for improvement. |
| Documentation review | Ensure accuracy and completeness of documentation included in the report, such as maintenance logs and incident reports. |
| Report approval | Obtain approval from relevant stakeholders before finalising the report for distribution. |
| Distribution channels | Determine appropriate channels for distributing the report, such as email, intranet portals, or printed copies. |
| Schedule distribution | Establish a schedule for distributing the report to ensure timely delivery to stakeholders. Recipient identification: Identify recipients of the report, including IT staff, management, and department heads. |
| Follow-up communication | Address any questions or concerns from recipients promptly to facilitate understanding and accountability. |
| Archive and documentation | Archive copies of the report for future reference and maintain a centralised repository for easy access. |
Overall, these procedures facilitate effective communication, transparency, accountability, and continuous improvement in managing and maintaining ICT systems and services. By following these procedures, organisations can effectively communicate maintenance activities, promote transparency, and drive continuous improvement in managing ICT systems and services.
Operating system functions
The key functions of an operating system are fundamental tasks that enable a computer to function effectively.
| Key functions | Description |
|---|---|
| User interface | An OS provides a way for users to interact with the computer. This can be through a graphical interface or a command-line interface. It also provides visual elements like windows, icons, buttons and menus for user interaction. |
| Memory management | The OS allocates and manages computer memory to ensure efficient usage. For example, it handles RAM allocation for running applications. |
| Processor management | It allocates processor time to different tasks, ensuring a fair and efficient use of the CPU. |
| File management | By using a file system, an OS provides a structure and methodology used to organise and store data on storage devices. |
| Device management | It oversees communication between hardware devices and the computer. It ensures a seamless operation of peripherals like printers and scanners. |
When determining client problems and their impact, you must also be aware of the key functions and features of operating systems.
Watch
The following video explains different types of operating systems and their purpose. When watching the video, pay attention to the various features and functions of operating systems.
Operating system features
Operating systems like Windows, Linux distributions, and Mac OS offer unique features tailored to their user needs and preferences, offering unique features and experiences while striving for efficiency, security, and usability.
Windows features
Windows operating systems, developed by Microsoft, dominate the PC market with their user-friendly interfaces and versatile features. From Windows 1.0 to the latest Windows 11, they offer a range of innovations including intuitive UI, advanced productivity tools, gaming enhancements, and seamless integration with Microsoft services, shaping modern computing experiences.
The following video explains the latest edition of Windows and its features.
Linux features
Linux operating systems, built on open-source principles, offer unparalleled flexibility and customisation. With a diverse range of distributions like Ubuntu, Fedora, and CentOS, Linux powers everything from personal computers to servers and embedded systems. Its robust security, package management, and command-line power make it a favourite among developers and enthusiasts.
The following video discusses the features of Linux operating systems.
Mac operating systems, developed by Apple, deliver a seamless computing experience with their intuitive interfaces and tight integration across devices. From macOS Catalina to the latest macOS Monterey, they boast features like Continuity, Spotlight search, and Time Machine, making them a preferred choice for creative professionals and everyday users alike.
The following video discusses the various features of macOS.
Practice
Research and list the features of the following types of operating systems:
- The latest enterprise version of a Windows Desktop operating system
- The latest version of any Linux distribution
ICT support personnel need to be aware of various network and security guidelines and procedures to ensure the protection and integrity of network infrastructure. They also play a crucial role in identifying and implementing effective resolution options that align with the overarching goal of maintaining a secure digital environment.
Note that these security and network guidelines and procedures may vary depending on the workplace.
Security and network guidelines
Workplace security and network guidelines are overarching principles. They outline the general rules and best practices to ensure the security of the workplace and its networked systems.
Security and network guidelines can include, but are not limited to the following:
- Updating passwords: This emphasises the importance of changing passwords at regular intervals to enhance security. It mitigates the risk of unauthorised access due to compromised passwords.
- Specifying acceptable use policies: These guidelines outline the permissible ways in which the network can be utilised. It helps prevent misuse and ensures that the network is used in accordance with organisational policies.
- Implementing access control measures: This guideline involves restricting access to sensitive areas or information based on job roles. It ensures that only authorised personnel can access specific resources.
- Updating encryption protocols for data transmission: This emphasises the importance of routinely reviewing and updating encryption protocols. Specifically, these protocols are used to secure data during transmission. It ensures that sensitive information remains protected from potential interception or unauthorised access.
- Recommending protocols for securing wireless networks: These guidelines provide recommendations for securing wireless networks. These can include using strong encryption methods and regularly updating access credentials.
Explore
The following video explores some of the network and security guidelines that ICT support personnel need to be aware of.
Knowledge Check
Complete the following two(2) activities to check your knowledge of security and network guidelines. You may repeat this activity as often as you like. Use the navigation at the bottom of the activity to move between the different activities.
Security and network procedures
On the other hand, workplace security and network procedures are specific step-by-step instructions that govern the usage, configuration and maintenance of the organisation's computer network and systems’s security.
They detail how to implement the guidelines in various situations. They provide a clear roadmap for responding to security and computer network incidents.
Security and network procedures can include, but are not limited to the following:
- Firewall configuration procedure: This procedure involves steps in setting up and configuring firewalls. This is done to monitor and control incoming and outgoing network traffic. It enhances network security by preventing unauthorised access.
- Network security protocol update procedures: This procedure focuses on steps to regularly update the security protocols in use on the network. It ensures that the network remains resilient against evolving security threats.
- Connectivity troubleshooting procedure: This procedure provides a systematic approach to identifying and resolving network connectivity issues. It helps maintain a stable and reliable network infrastructure.
Practice
Network and security guidelines encompass various procedures to ensure the safety and integrity of information systems. With this in mind complete the following two(2) activities. You may repeat this activity as often as you like. Use the navigation at the bottom of the activity to move between the different activities.
How did you go?
Congratulations on completing the topic Fundamentals of ICT support. You will now have a comprehensive understanding of various procedures, fundamentals, and guidelines that are required to maintain the integrity, security, and efficiency of computer systems and networks.
In this topic, you learnt about:
- ICT support procedures
- Understanding operating systems
- Workplace security and networks
Check your learning
The final practice activity for this topic is a set of questions that will help you prepare for your formal assessment.
Practice
Complete the following seven (7) activities to check your knowledge and understanding of the key concepts of this topic. You may repeat this activity as often as you like. Use the navigation at the bottom of the activity to move between the different activities.
Assessments
Now that you have learnt the basic knowledge and skills for this module, you are ready to complete the following assessment event.
Assessment 1 (Short Answer Questions)
