Posts

Lesson 16 - Service level Agreements and troubleshooting

Image
What is a Service Level Agreement? A service-level agreement (SLA) defines the level of service expected by a customer from a supplier, laying out the metrics by which that service is measured, and the remedies or penalties, if any, should the agreed-on service levels not be achieved. Usually, SLAs are between companies and external suppliers, but they may also be between two departments within a company. Source:  https://www.cio.com/article/2438284/outsourcing-sla-definitions-and-solutions.html Read the above article on Service Level Agreements (SLAs).  Class Activity 1 ITIL describes 3 types of Service Level Agreements (SLAs). You can read about them here  https://www.givainc.com/blog/index.cfm/2018/12/3/3-Types-of-Service-Level-Agreements What are the 3 types of Service Level Agreements? What type of SLA would be relevant for South East TAFE? Why? What type of SLA would be relevant for Mysty River Regional Library Service (MRRLS)? Why? What things should be detailed in a Servi
Post a Comment
Read more

Lesson 15 - Prioritising the service desk requests

Image
An average service desk can get many calls/requests coming in. How do you determine which ones need immediate action and/or which ones are more important? Service Desk request life-cycle Ideally, a job or request coming into the service desk should follow these steps: Request/job comes in Request/job is assigned a ticket or job number Request/job is resolved or escalated and then resolved Request/Job is closed   Here are those steps in detail: Step 1 is receiving the call and getting all of the information about the caller, the equipment details, and the problem or issue that they are having. Step 2 is allocating the job a "ticket". A ticket is a unique reference number for a particula call or job. It allows the job to be tracked from start to finish. A ticketing system can be automated or it can be a manual system. Step 3 is the resolution stage. If the issue can be resolved on the spot, then you should do so and close the ticket. Unfortunate
Post a Comment
Read more

Lesson 14 - Virus protection, security and helpdesk communications

Image
Staying Safe online There are a range of tools that you can install that offer various levels of virus protection, security protection, malware protection and/or Virus and malware removal. You can install multiple products or you can install a suite that will cover most of the tools necessary. The following articles provide good information for staying safe online. Links to Australian Government Cyber Security information Department of Home affairs - Cyber Security portfolio eSafety Website  - Office of the eSafety Commissioner Australian Institute of family studies - Online Safety Australia.gov.au Cyber Security information  List of government/industry projects  https://www.scamwatch.gov.au/   list of current scams and alerts Australian Cyber Security Centre  - links to a variety of online security information Information for businesses I guess this shows that we are taking cybercrime and online security relatively seriously! Virus Protection Definitions
Post a Comment
Read more

Lesson 13 - Peripherals and components

Image
Peripheral Devices A peripheral device is defined as a computer device, such as a keyboard or printer, that is not part of the essential computer (i.e., the memory and microprocessor). These auxiliary devices are intended to be connected to the computer and used. Types of Peripheral Devices  Peripheral devices can be external or internal. Examples of external peripherals include mouse, keyboard, printer, monitor, external Zip drive or scanner. Examples of internal peripherals could include a DVD or CD reader/writer, but there are not very many internal devices that would be considered peripherals these days. Today's new devices, such as tablets, smartphones and wearable computing devices are considered peripherals as they can be connected and used on a computer system. The difference, however, is that these devices can run independently of the computer system, unlike a computer mouse, for example. https://www.webopedia.com/TERM/P/peripheral_device.html External Perip
Post a Comment
Read more