In this topic, you will delve into prioritising client ICT problems. You will have a firm grasp of the knowledge needed to effectively manage the varied issues that may arise in your role.
Understanding the art of prioritisation is crucial in your work. This is because it enables you to make efficient decisions on how to allocate resources and attention. It ensures that critical issues receive prompt attention. At the same time, you also address less urgent matters in a timely manner.
By mastering the skill of prioritising client ICT problems, you will enhance your performance in your daily tasks. You will be better equipped to respond to problems promptly. You will also be able to do the following:
- Maintain client satisfaction.
- Minimise disruptions in the workplace.
Your expertise in prioritisation will lead to a more efficient and organised approach to resolving issues. This ultimately benefits both you and your clients.
In this topic, you will learn about:
- Analyse problem impact
- Prioritise problem accordingly
- Provide problem resolution advice and support
Let us begin.
In this sub-topic, you will focus on undertaking an impact analysis of a problem and determining its severity and risks. Understanding why these steps are important is essential for your role.
Undertaking impact analysis is crucial. It allows you to assess the extent of a problem's influence on various aspects of the client's ICT environment. This analysis enables you to identify the potential consequences of the issue. As such, it helps you make informed decisions about how to allocate resources and address the problem efficiently.
Determining the severity and risks associated with a problem is equally vital. It provides a systematic way to evaluate the gravity of an issue, helping you categorise problems based on their impact. This aids in prioritising client ICT problems effectively. Understanding the risks involved allows you to implement appropriate measures to mitigate them. This ensures a more strategic and proactive approach to problem resolution.
Both of these will enhance your ability to prioritise client ICT problems. They empower you to:
- allocate resources wisely
- address critical issues promptly
- manage less severe issues in a timely manner.
This contributes to an efficient and well-organised problem-resolution process. It also ultimately benefits both you and your clients.
Impact analysis
The impact analysis of a problem involves assessing how the issue at hand might affect various aspects of the client's IT environment. These include the client's:
- operations
- systems
- overall business activities.
Here are some key aspects to consider when undertaking an impact analysis of a problem:
Expand each item to learn more about what it includes.
Evaluate how the issue might interact with other systems or components in the client's IT infrastructure. Understanding these dependencies is crucial to foresee potential cascading effects.
Assess the extent to which the problem could disrupt the client's day-to-day activities. This includes considering how it might hinder:
- business processes
- employee productivity
- customer service.
Examine whether the problem poses any threats to the integrity or security of the client's data. This is especially important in situations where sensitive information is involved.
Consider the financial impact of the problem. This includes potential costs for resolving the issue, as well as any losses the client might incur due to downtime or disruptions.
Analyse whether the problem could lead to non-compliance. For instance, the client operates in the medical or financial industry. Both of these industries have specific and strict regulatory requirements. Consider any legal implications that might arise.
Evaluate how the problem might impact the client's relationship with their customers. For instance, the problem is a customer-facing system issue. It could affect the overall satisfaction and perception of the business.
The following video explains conducting a business impact analysis and what it involves.
The impact analysis process
To undertake an impact analysis, you follow a structured process. This is to assess the problem's consequences and implications. Remember to follow your organisation's set policies and procedures when doing so.
You may also refer to this step-by-step guide:
- Review all available information related to the problem. This may include documentation, error logs, user reports and any other relevant data.
- Identify the ICT system components that are impacted by the problem. This could include hardware, software, networks and specific applications.
- Evaluate the level of impact on each identified component. Determine whether the problem has a minor, moderate or severe impact on functionality.
- Consider how the problem affects end-users. Assess whether it hinders their ability to perform critical tasks and how it impacts the overall user experience.
- Examine how the problem influences daily operations and workflows. Identify any disruptions or inefficiencies caused by the issue.
- Identify any dependencies the affected components have on other systems or processes. Understand how the problem cascades through interconnected elements.
- Think about potential strategies to mitigate the impact. These could involve implementing temporary solutions or workarounds and initiating a more comprehensive resolution process.
- Provide an estimate of how long the impact is expected to last. This helps in prioritising the resolution based on urgency.
- Document your analysis and findings in a clear and structured manner. Use a template or document that captures all relevant details for reference.
- Communicate your findings to relevant stakeholders. Ensure that everyone involved is aware of the impact and potential resolutions.
Tools/templates for impact analysis
It is common to utilise a tool or template when undertaking an impact analysis of a problem. This is used to systematically assess and document various aspects of the problem's impact by:
- organising information
- categorising impacts
- providing a structured approach to the analysis.
Ensure to follow your organisation's designated tool when undertaking an impact analysis. For reference, a well-designed tool or template may include fields for the following:
- Affected components: Identifying which components of the ICT system are impacted.
- The extent of impact: Assessing the degree to which each component is affected.
- User impact: Evaluating how the problem affects end-users and their ability to perform tasks.
- Operational impact: Understanding how the problem impacts daily operations and workflow.
- Dependencies: Identifying any dependencies on other systems or processes.
- Mitigation strategies: Considering potential strategies to mitigate the impact.
- Time frame: Estimating the duration of the impact.
Below are some guidelines from government bodies in Australia that you can refer to when undertaking an impact analysis. These templates and publications provide a comprehensive framework. However, note that you may need to adapt them to fit the specific contexts and requirements of your organisation.
Reading
Essential Eight Assessment Process Guide - This guide is from the Australian Cybersecurity Centre (ACSC). It provides a process for undertaking assessments of the Essential Eight. The Essential Eight are prioritised mitigation strategies developed by the ACSC. These strategies help organisations protect themselves against various threats.
Guidelines for Cyber Security Incidents - These guidelines are also from the ACSC. They provide information on managing cyber security incidents. This includes detecting and investigating such incidents.
Cyber Security Incident Response Planning: Practitioner Guidance - This document from ACSC guides how to conduct an impact analysis of a cybersecurity incident. It includes templates that can be used to identify and assess the impacts of an incident on the organisation.
Information Security Manual - This guideline produced by the Australian Signals Directorate outlines a framework that organisations can apply to their risk management framework.
ICT Risk Matrix - The Queensland Government provides an ICT risk matrix. This matrix follows the guidelines set out by Queensland Treasury and Trade. It combines the likelihood of risk occurring with the consequences should such a risk occur. This results in the risk rating for treating and monitoring the risk.
Example template
Refer to the sample impact analysis template ‘Problem impact analysis_template_v1.pdf’. The fields have been filled out based on the information from the case studies in earlier topics.
Importance of determining severity and risks
Determining the severity and risks is crucial for prioritising client ICT problems. The severity indicates the impact on the ICT system and user experience. It helps you prioritise based on the urgency and consequences.
Identifying risks also adds a necessary layer. It does so by assessing potential complications. This guides you in addressing critical issues promptly for effective problem resolution.
Understanding severity and risks is also directly tied to prioritising client support activities. It guides you to allocate resources wisely. You do this by addressing severe problems and high-risk scenarios first. This approach ensures efficient use of time and effort. This then leads to improved client satisfaction and a more effective ICT support workflow.
Both severity and risk analysis will enhance your ability to prioritise client ICT problems. They empower you to do the following:
- Allocate resources wisely.
- Address critical issues promptly.
- Manage less severe issues in a timely manner.
This contributes to an efficient and well-organised problem-resolution process. It also ultimately benefits both you and your clients.
The role in impact analysis
Analysing the impact of the problem helps you assess its severity and risks. These guide the prioritisation of the problem. High-impact issues affecting critical components may be prioritised over lower-impact ones. This ensures efficient resource allocation and timely resolution.
Similarly, understanding the operational and user impact informs the prioritisation of support activities. High-impact issues affecting daily operations or end-users may require immediate attention. This ensures effective support and minimal disruptions to the client's workflow.
Recall that impact analysis is crucial for determining the severity of the problem and the risks associated with it. This way, you can prioritise your actions and allocate resources wisely to address the most critical issues first. Doing so ensures the smooth functioning of the client's ICT systems.
The following video will provide you with an overview of what is involved in the impact, severity and risk analysis processes.
Understanding severity
In this context, severity refers to the degree of impact or seriousness of an identified problem. It helps in understanding the extent to which the problem affects the normal functioning of the ICT system.
Here are some examples:
- High severity: The system outage is preventing users from accessing critical applications.
- Medium severity: The slow response time of a software application is affecting user productivity.
- Low severity: This is a minor bug in a non-essential feature of the system that does not impact core functionalities.
Steps to determine severity
- Understand impact: Review the findings of the impact analysis. Ask yourself questions such as:
- What is the impact of the ICT problem?
- How does it affect user experience and operations?
- Is the problem minor, moderate or severe in its consequences?
- Categorise severity levels: Assign priority levels for severity and classify them into categories. For example, they can be minor, moderate or severe. Consider the implications of each severity level on business operations.
- Consider user impact: Assess how the problem affects end-users. Consider factors such as accessibility, usability and disruption to daily activities.
- Evaluate system impact: Analyse how the issue impacts the overall ICT system. Consider potential cascading effects on related components.
Example template
Refer to the sample template used to determine the problem's severity ‘Problem severity assessment_template_v1.pdf’. The fields of this template have been filled out based on the information from the case studies in earlier subtopics. The information is also based on the details in the sample problem impact analysis template used earlier.
Understanding risks
On the other hand, risks are potential events or situations that can have adverse effects on the client's ICT system. It involves anticipating and managing the potential negative outcomes of the identified issues.
Below are some examples of these risk types:
- High risk: A major software update is implemented without proper testing. This risks the introduction of unknown bugs and potential system failures.
- Medium risk: A new feature in a product that has been tested is introduced. However, it may still pose some compatibility issues with certain user configurations.
- Low risk: A marketing campaign for a well-established product with a proven track record is launched. Here, the risk of negative consequences is minimal.
Steps to determine risks
Consider following the steps below as a guide when determining the risks associated with an ICT problem.
- Identify potential risks: List potential negative outcomes or events associated with the problem. Consider risks related to data loss, system downtime and security breaches.
- Assess likelihood: Evaluate the likelihood of each identified risk occurring. Consider historical data, patterns or any known factors that contribute to or mitigate the likelihood.
- Analyse impact: Examine the potential impact of each identified risk. Consider the consequences on operations, data integrity and overall system functionality.
- Categorise risks: Categorise risks based on their likelihood and impact. Use categories such as low, medium and high for both likelihood and impact.
Example template
Refer to the sample template used to determine the problem's risks ‘Problem risk assessment_template_v1.pdf’. The fields of this template have been filled out based on the information from the case studies in earlier subtopics. The information is also based on the details in the sample templates for problem impact analysis and severity used earlier.
The following table outlines the reasoning behind the risk assessment.
| Criteria | Potential risks | Likelihood | Impact |
|---|---|---|---|
| Data loss | There is a potential loss of critical data related to class registrations and member notifications. | There is a moderate likelihood based on the complexity of the data structure and potential vulnerabilities. | There is a high impact on data integrity and operations. |
| System downtime | There is a risk of extended system downtime affecting scheduling software and the overall ICT system. | There is a high likelihood due to the severity of the problem and potential challenges in resolving it promptly. | There is a high impact on overall system functionality and business operations. |
| Security breach | There is a risk of unauthorised access compromising sensitive information in the scheduling software. | There is a low likelihood that the system has security measures in place, but it is still a concern. | There is a high impact on security and potential legal consequences. |
| Member disruption | There is a risk of disruption to members due to delayed notifications and class registration issues. | There is a medium likelihood, given the impact on member-related functions. | There is a medium impact on member satisfaction and engagement. |
In this sub-topic you will delve into the essential skill of prioritising client ICT problems. In line with this, you must also do this while following organisational procedures.
Prioritising client ICT problems is vital because it ensures that you address the most critical issues promptly. In an office or working environment, efficient ICT systems are the backbone of daily operations. By addressing problems in order of their significance, you minimise disruptions. In turn, you help keep the workplace running smoothly.
Organisational procedures for prioritisation
Organisational procedures for problem prioritisation are the established protocols your workplace follows to determine the urgency and importance of ICT issues.
When prioritising client ICT problems the organisation's procedures help to:
- streamline processes
- maintain consistency
- align with business goals.
By adhering to these procedures, you ensure that client issues are handled systematically. At the same time, you also contribute to the overall efficiency and success of your organisation.
Note that procedures for problem prioritisation can vary depending on your organisation. However, you may refer to the examples in the table for reference:
| Organisational procedure | Description | Example Situation |
|---|---|---|
| User impact-based prioritisation |
Issues are prioritised based on their impact on end-users. For instance, these problems may be designated as high priority:
|
If a problem disrupts access to essential software used by multiple teams, it could be considered a high-priority issue. |
| Business criticality criteria | Problems are assessed in terms of their impact on crucial business processes. Critical systems essential for day-to-day operations receive higher priority. | If a problem impacts the server hosting a database crucial for daily business transactions, it may be prioritised as critical. |
| Financial impact evaluation | Prioritisation considers the potential financial repercussions of an issue. Issues with the potential to cause significant financial losses are given priority. | A problem affecting the online sales platform during a peak period may be prioritised due to the potential revenue loss. |
| Regulatory compliance considerations | Some organisations may have procedures that prioritise problems based on their potential to violate regulatory compliance. This is especially true in regulated industries. | A software glitch compromises data security and violates industry regulations. This issue could be prioritised for immediate attention. |
| Historical incident analysis | Previous incident data is analysed. This is done to identify recurring issues or those with a history of causing severe disruptions. This history influences prioritisation. | A specific software update has historically led to widespread disruptions. Any issues associated with that update may be prioritised. |
The prioritisation process
Remember to follow your organisation's set procedures when prioritising problems. You may also consider the following steps:
- Refer to established organisational procedures. Follow established procedures within your organisation for prioritising problems. This might include documented procedures, service level agreements or other relevant documents.
- Review organisational priorities. Understand the overarching priorities of your organisation. This includes critical business processes, strategic goals and areas that are of high importance.
- Align with organisational objectives. Ensure that the prioritisation of the problem aligns with the broader objectives of your organisation. Consider the impact on business continuity, end-user satisfaction and overall efficiency.
- Consult with stakeholders. Engage with relevant stakeholders. Gather insights into the specific organisational considerations for prioritisation.
- Consider regulatory compliance. Take into account any regulatory compliance requirements, if applicable. Certain issues might need prioritisation based on legal or industry-specific obligations.
- Evaluate resource availability. Assess the availability of resources, including workforce, technology and budget. Consider how the resolution of the problem fits within the available resources.
- Assess urgency and impact in the organisational context. Reevaluate the urgency and impact of the problem. Consider both its technical aspects and how they align with broader organisational objectives. Check the urgency and impact of the problem on daily operations. Prioritise issues that have a significant and immediate effect on critical processes.
- Document the prioritisation decision. Document the reasons behind the prioritisation decision. This documentation is valuable for transparency, accountability and future reference.
The following video explains how to handle a help desk or service desk ticket. Pay attention to how impact analysis is performed on each incident and how the incident can be resolved eventually.
Note that prioritising problems aligns with prioritising client support activities. By understanding how urgent problems are, you can effectively allocate your attention. This ensures critical issues are addressed promptly. This also ensures a cohesive approach to managing ICT challenges and supporting end-users.
Case Study
Logan is the ICT Technical Support Officer at Bounce Fitness. He is dealing with a class registration system with critical issues. This happens after a recent software update. The errors are impacting member notifications and causing disruptions to daily operations.
Logan refers to Bounce Fitness's documented procedures for problem prioritisation. He reviews relevant internal documents outlining the prioritisation process. He also considers critical business processes, such as class registrations. These are vital for member engagement and satisfaction. Logan ensures that the prioritisation aligns with Bounce Fitness's broader objectives. He evaluates how resolving the registration system issue impacts business continuity, member satisfaction and overall operational efficiency.
Next, he engages with relevant stakeholders, including fitness instructors and management. Logan gathers insights into specific considerations for prioritisation. Feedback from stakeholders helps in understanding the practical implications of the issue. Bounce Fitness may not have specific legal obligations. However, Logan still checks for any industry-specific compliance requirements related to customer data and service reliability, and these ensure that the prioritisation decision aligns with regulatory standards. Logan assesses the availability of resources. He considers the workforce, technology and budget required to address the software issue. This evaluation helps in determining the feasibility of the proposed solutions.
Then, Logan reassesses the urgency and impact of the registration system issue. He considers both technical aspects and their alignment with broader organisational objectives. He examines how the problem affects daily operations. He also prioritises issues with immediate effects on critical processes. Logan meticulously documents the reasons behind the prioritisation decision. This documentation includes insights from stakeholders, regulatory considerations, resource evaluations and the overall impact on organisational objectives. The documentation serves as a transparent record for accountability and future reference. In this case study, Logan's systematic approach ensures that the prioritisation of the issue is technically sound. At the same time, it is aligned with Bounce Fitness's organisational goals and procedures. Based on this case study, complete the following activity.
Based on the above case study, complete the following activities.
Activity 1
Based on the case study scenario, complete the following four (4) activities. Use the navigation at the bottom of the activity to move between the different activities.
Activity 2
This sub-topic focuses on your pivotal responsibility to provide problem-resolution advice and support to clients. This involves offering guidance and assistance to effectively address the client's ICT issues.
As an ICT expert, you play a pivotal role in helping clients navigate the complex world of ICT. Your advice ensures clients are well-informed about the nature of their ICT issues and the recommended solutions.
Equally significant is the provision of problem resolution support. Beyond advice, you assist clients in executing solutions. This hands-on support ensures that clients can confidently implement the recommended actions. Through this, they can restore their ICT systems to normal functionality.
Both problem resolution advice and support are linked to prioritising client ICT problems. Once you have determined the order of urgency, you must now take the practical steps required to solve these issues. Your recommendations and guidance will help clients overcome their technology challenges. These will also facilitate a smooth return to normal operations.
Problem resolution advice
Problem resolution advice involves guiding clients on how to address ICT issues effectively. In your role, you provide clear and concise recommendations. You do this to empower clients to overcome the ICT-related challenges they face.
Let us now explore some examples of problem-resolution advice related to ICT hardware and software.
Hardware problems
The following video explains some of the common hardware problems that clients may face frequently. When watching the video, pay attention to the recommended resolution advice discussed.
Software problems
The following video explains some of the common software problems that clients may face frequently. When watching the video, pay attention to the recommended resolution advice discussed.
Network problems
The following video explains some of the common network problems that clients may face frequently. When watching the video, pay attention to the recommended resolution advice discussed.
Using problem solving techniques
Troubleshooting methodology
The following video explains a common industry standard troubleshooting methodology. When watching the video, pay attention to the steps followed in the process.
Critical thinking skills
The following video explains how critical thinking can be used when resolving issues.
Client support activities
Client support activities encompass a range of tasks and actions aimed at assisting clients with their ICT-related issues. As you assist clients with their ICT problems, it is vital to grasp:
- the intricacies of these activities
- their connection to the documentation process.
Providing support for problem resolution involves hands-on assistance to clients in implementing the advice given. As an ICT expert, you actively participate in resolving issues by providing practical help.
In the context of this sub-topic, documenting support interactions is most relevant. It involves systematically recording details of client interactions, including:
- their reported issues
- their feedback on the support provided
- any additional information provided by the client.
Remember, maintaining a comprehensive record of client responses is not just for future reference. It also plays a crucial role in quality assurance and continuous improvement processes.
Here are some examples of what these client support activities are composed of:
- client interaction and communication
- problem identification and analysis
- troubleshooting and diagnostic procedures
- resolution implementation
- client guidance and training
- feedback collection and confirmation
- documentation of support interactions.
The importance of communication skills
The following video explains the importance of communication skills when dealing with and supporting customers. When watching the video, pay attention to the various techniques and the best practices for communicating effectively with customers.
This involves providing step-by-step support for hardware. For example:
- operating printers
- assisting with setting the screen resolution on a client's device.
This refers to support provided to set up various software. For instance, it can involve the following:
- assisting clients in setting up their email system
- guiding them through the process of configuring word-processing documents for printing.
This involves proactively helping clients apply information found in client documentation, manuals, vendor documentation etc.
Tip
Note that problem resolution advice focuses on guiding the client through steps to solve their issue. Problem resolution support involves a more hands-on approach. You assist in the whole resolution process. The former is more advisory, while the latter is a more involved and comprehensive form of assistance.In both cases, your role is not only to provide valuable insights but also to ensure that clients can implement the recommended solutions. This fosters a smooth resolution process.
How to speak to non-technical users?
The following video explains and provides guidelines on how to speak to non-technical users.
The problem advice and support process
To provide problem resolution advice and support to the client, consider following the steps below:
- Review the client’s problem and its impact.
- Address the issue through advice by doing the following:
- Provide clear recommendations. Offer concise and clear guidance on how the client can resolve the issue themselves.
- Explain steps. Break down the resolution process into simple steps.
- Use documentation. Refer to relevant client, vendor or manual documentation for additional guidance.
- Ensure understanding. Confirm that the client understands the advice and is comfortable implementing it.
- If the issue requires hands-on support, do these:
- Assist the client. Provide practical help in implementing the recommended solutions.
- Show how to solve the problem. Demonstrate the steps to the client if necessary.
- Be available. Offer ongoing support as the client works through the resolution process. This may involve troubleshooting as necessary when issues are encountered.
- Document the entire process. Include the advice given and support provided when documenting. This could involve maintaining a detailed log or digital record. Note the following information:
- date
- time
- client interactions
- advice given
- support provided.
Providing problem resolution advice and support to clients requires accurate record-keeping. This documentation is valuable for future reference and transparency. It is interconnected with prioritising problems, as resolving them requires following priorities. This makes it an essential step in the broader process of resolving ICT issues effectively.
Below is a case study showing how to provide problem resolution advice and support to the client.
Case Study
Logan Provides Problem Resolution Advice and Support
Logan is the ICT technical support officer at Bounce Fitness. His current task is to resolve a fitness instructor's issue with the scheduling software used for fitness classes. Now, he will provide the fitness instructor with problem resolution advice and support. To do so, Logan first revisits the initial problem report. The issue is related to the following:
- Error messages during class registration attempts
- Delayed member notifications due to a recent software update
Logan also reviews the problem's severity and impact. These issues have disrupted class registrations and member notifications. Then, Logan contacts the fitness instructor. He learns that their primary concern is the delayed member notifications. Logan understands that this can be addressed with advice, so these are the steps he follows:
- He offers them recommendations to resolve the issue. He advises them to check the email notification settings within the software. Logan also informs the fitness instructor to ensure the settings are correctly configured.
- Logan walks the fitness instructor through the process step-by-step, making it simple for them to follow. He explains how to access the notification settings and make the necessary adjustments.
- He then refers to the vendor documentation for the scheduling software. Logan ensures that the advice he provides aligns with the recommended settings.
- Logan confirms that the instructor understands the advice and is comfortable implementing it. He patiently answers their questions and provides additional clarifications.
However, the fitness instructor is still encountering issues with class registration. Logan realises that this requires hands-on support. To provide this necessary support, he follows these steps:
- He remotely accesses the client's computer and provides practical help. He demonstrates how to troubleshoot the class registration issues.
- Logan then shows the fitness instructor how to identify and resolve registration errors. He also explains the steps to follow.
- He remains available for ongoing support as Sarah works through the resolution process. He troubleshoots any further issues as they arise.
Lastly, Logan meticulously documents the entire process. He records the date, time, client interactions, advice given and support provided. This documentation ensures transparency, accountability and a reference point for future interactions.
How did you go?
Congratulations on completing the topic Prioritise client ICT problems.
In this topic, you learnt about:
- Analyse problem impact
- Prioritise problem accordingly
- Provide problem resolution advice and support
Key points to remember
- The impact analysis of a problem involves assessing how the issue at hand might affect various aspects of the client's IT environment. These include the client's operations, systems and overall business activities.
- Severity refers to the degree of impact or seriousness of an identified problem. It helps in understanding the extent to which the problem affects the normal functioning of the ICT system.
- Risks are potential events or situations that can have adverse effects on the client's ICT system. They involve anticipating and managing the potential negative outcomes of the identified issues.
- Organisational procedures for problem prioritisation are the established protocols your workplace follows to determine the urgency and importance of ICT issues. Note that procedures for problem prioritisation can vary depending on your organisation.
- Problem resolution advice involves guiding clients on how to address ICT issues effectively. In your role, you provide clear and concise recommendations.
- Problem resolution support involves hands-on assistance to clients in implementing the advice given.
Check your learning
The final activity for this topic is a set of questions that will help you prepare for your formal assessment.
Activity 1
Complete the following 10 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.
Activity 2
Case Study
Juliet Stone is an ICT Support Specialist in Bounce Fitness. She was assigned to conduct an impact analysis for a critical ICT problem at Bounce Fitness. The issue primarily affected the fitness centre's member management system, including:
- Database server
- User interfaces
- Integration with access control systems.
The impact of the problem was deemed high. It reaches a level that could disrupt normal operations. This includes member registration, class scheduling and access control within the fitness centre. The user impact was substantial. It affects the front-end staff responsible for member registration and access control. Members also faced challenges accessing their accounts, booking classes and using membership services. The operational impact was evident. The problem disables efficient management of member data and regular operations. This included challenges in tracking attendance and managing class schedules. The impacted components depended on the network infrastructure, database servers and software applications. These were crucial for the seamless integration of the management system with other aspects.
Juliet proposed several mitigation strategies to address the impact of the ICT problem. This included implementing temporary workarounds. These enable basic member services, initiating a backup and recovery plan. This will safeguard critical data. She also suggests establishing communication channels. This keeps members informed about the ongoing issue and its resolution progress. Understanding the urgency of the situation, Juliet developed a phased timeline. The initial focus was on immediate stabilisation measures. It can last for about a day. This is followed by a comprehensive assessment and resolution plan. It can last from one to two days. The timeline also accounted for communication milestones. This keeps stakeholders informed about progress and expected resolution times.
Juliet's impact analysis was crucial in guiding Bounce Fitness through a challenging ICT problem. The mitigation strategies and timeline provided a structured approach to address the issue. It also minimised disruption to member services and ensured a swift resolution. File a report on the incident using the Problem Impact Analysis Template below.
Below is a problem impact analysis template. Complete the template using the information provided in the scenario.
Assessments
Now that you have learnt the basic knowledge and skills for this module, you are ready to complete the following assessment event.
Assessment 2 (Case Study)
Assessment 3 (Portfolio)
