ICAS3031A Provide advice to clients

Activity 1.1
Visit and review the following two websites and use the information to answer the questions. Help Desk Software Australia (currently at <www.helpdesksoftware.com.au>). At this website, click on the Products tab and then click on Screenshots. This will show pictures of how the screen looks and its functions. This will help you to answer the following questions. Ilient (currently at <ilient.com>). At this website click on the Product tab then download or open the !"# file Product description. $ook at the screen shots and the !"# file then answer the following questions% 1. What are the main functions/tasks these programs offer?
Its helpdesk software and helps to log support calls and jobs for anything ranging from help desks to problem tracking with products and services.

2. If you were working with these software programs, how could you
identify new pro lems when you returned from your lunch reak?
By sorting the job/request queue in order they are received. By clicking on the type of job request to quickly sort list in ascending order so there is no need to go to a search screen to look up particular requests.

3. !ow could you find out if there were previous pro lems or re"uests
from the client?
By using client history, in history tab, address details, and the history for the client, all the requests that have come in can be accessed.

Activity 1.# $ no answer re"uired Activity 1.%

&hen you have the 'elp()A* test drive running e+periment with it. ,reate a new request (click the labelled button on the left of the screen). )he request is from Adriana *ivera who wants technical support with email. 1. &ind out if there are already issues for Adriana. If there are, does it help us with this re"uest? !ow?
Yes, looking at previous requests will give a more complete picture of the problem and how it was handled last time, and how the solution can be improved to avoid same problem in future.

#. Why is it important to look for previous logs or re"uests efore going any further in attempting to solve the pro lem? 'ive three reasons.
ooking at previous requests will give a more complete picture of the problem by! a. alerting the support staff to previous technical problems b. providing additional information about problems or requests the client has made previously c. providing more information about why this particular request has been made.

Activity 1.(
"iscussing issues with friends and colleagues is a common way to find information. )he following scenario helps you develop this skill.

-ou have been using &indows ./// for some time and are thinking of moving to &indows 0! !ro. #ind an independent online chat or user group and analyse their comments. )ry to get both facts and feelings (opinion) about the product.
Windows 2000 benefits

"indows #$$$ has lower system requirements, and has a simpler interface %no &'tyles& to mess with(. "indows #$$$ is slightly less e)pensive, and has no product activation. "indows #$$$ has been out for a while, and most of the common problems and security holes have been uncovered and fi)ed. *hird+party software and hardware products that aren,t yet -.+compatible may be compatible with "indows #$$$/ check the manufacturers of your devices and applications for -. support before you upgrade.

Windows XP benefits

"indows -. is somewhat faster than "indows #$$$, assuming you have a fast processor and tons of memory %although it will run fine with a 0$$1h2 .entium II and 3#41B of 561(. *he new "indows -. interface is more cheerful and colorful than earlier versions, although the less+cartoony &7lassic& interface can still be used if desired. "indows -. has more bells and whistles, such as the "indows 1ovie 1aker, built+in 78 writer support, the Internet 7onnection 9irewall, and 5emote 8esktop 7onnection. "indows -. has better support for games and comes with more games than "indows #$$$. "indows -. is the latest :' + if you don,t upgrade now, you,ll probably end up migrating to -. eventually anyway, and we mere mortals can only take so many :' upgrades. 1anufacturers of e)isting hardware and software products are more likely to add "indows -. compatibility now than "indows #$$$ compatibility.

Activities 1.) Ans *aries Activity 1.+

1. 1icrosoft !ro2ect ./3/ 2. Required Processor
700 MHz or faster processor Required Operating System Windows 7, Vista with SP1, XP (must have SP ! ( "#$it!, Windows Server "00%, Windows Server "00 with SP" and MSXM& '(0 ( "#$it )ffice on*+! or *ater "# or ',#$it )S Required Memory -1" M. /0M or more Required Hard disc Space " 1. avai*a$*e disc space Required Display 10", 2 7'% or hi3her reso*ution monitor Required Connectivity 4nternet functiona*it+ re5uires an 4nternet connection Required Browser Windows 4nternet 62p*orer 7 or *ater, "#$it $rowser on*+

3. http://www.microsoftstore.com http://technet.microsoft.com/en-us/library/ee624351.aspx http://www.microsoft.com/project/en-us/project-mana ement.aspx 4. 4o Idea

Activity 1.,
(olving a clients5 problem is sometimes a matter of some basic training. 6n this role7 play activity you will practice one7to7one training. A client has requested support because they would like to insert tables into their 1icrosoft 8utlook email message but every time they try to insert the table it is converted to te+t. -ou have investigated and found no problem with the software or hardware. -ou conclude that you need to provide training to the client on how to use this function. )ake turns as trainer. )his role-play is intended to give practice in a situation where a support person has to e.plain conclusions to the client and get feed ack from the client.

Activity 1./
)his activity gives you practice in describing a technical problem or situation to a client. -ou have 2ust downloaded 'elp()A* (Activity 3.3) and have been asked if your organisation5s9educational institute5s current set up will allow the program to run effectively. -ou need to prepare a report for your boss (not a technical person) describing the requirements. )he report should be less than half a page.

Activity 1.0
:etting and using feedback is very important. )his activity will make you think about feedback. )alk about the following questions with a class member or make some notes of your answers to help you understand what feedback means to you. 1. What do you understand y the term 1feed ack2?
9eedback is the reaction or opinion of a customer, supervisor or colleague to an organisation or employee about services, work performance, etc.

.. ,an you think of a time when someone gave you feedback that was useful to you; 6f you can describe the situation and try to think about why that feedback was useful. 6f you cannot think of a time when you received useful feedback think about what might make feedback useful to you.
; 7onstructive feedback, such as a colleague telling you if you have done a job well, or if you have made a mistake and how to correct the mistake. ; .ositive feedback, including when you have achieved a goal and a customer/supervisor is happy with the outcome. *his will allow you to know what works. ; 7ritical feedback, such as a customer, colleague or supervisor informing you of problems with your work. *his allows you to make changes so that you do not make the same mistakes again, or to correct a process. *his sort of feedback should always be constructive and about the job < it should not be personal or derogatory.

Activity #.1
Answer the following question individually. If possi le, compare your answers with those given y other people. 1. At what point should you egin to get agreement with a client on their hardware, software or network re"uirements?
)he agreement should start at your first analysis of the problem. At each step after that you should confirm agreement with the client. 6f the original problem is not agreed to by the client any solutions or implementation are not likely to be agreed and are not likely to meet the client5s need.

2. What are the procedures for approving changes to hardware, software

or the network in your organisation/educational institute?
!xample steps: a. *aising and recording of changes b. Assessing the impact cost benefit and risk of proposed changes c. "eveloping business 2ustification and obtaining approval d. 1anaging and co7ordinating change implementation e. 1onitoring and reporting on implementation f. *eviewing and closing change requests.

<. !ow do these procedures differ depending on the cost and time associated with client re"uirements?
6f assessed cost is more than allocated budget it can affect the approval. (imilarly if time to be taken in change process effects other operations of organi=ation then procedure has to be changed.

Activity #.#
3.plaining why one option is etter than another is an important part of documenting a solution. 4his activity asks you to select an option and recommend it. In small group 5if possi le6 consider the following scenario. A group of users from a chain of opticians wants to circulate special offers to customers. 4he offer will differ depending on where the customer lives. 4wo possi le solutions have een suggested. 1. 7se the e.isting data ase to provide a asic list of customers with an address in a certain postcode. 4his would e the cheapest solution ecause no changes are re"uired. !owever, it would take time for staff to match each offer with the customer2s postcode. #. 7pgrade the data ase y adding new fields. 4his could allow marketing to e more targeted y collecting more information a out the customers and give more options for marketing for the future. 4his would cost three times as much as 8olution 1. What recommendation will you make? 3.plain why you are making the recommendation. 9our response should e in writing.
"n a cost-benefit basis an a#justment to the existin #atabase woul# usually be recommen#e# if it woul# fully meet the nee#.

Activity #.%
"efining costs and benefits is an important part of documenting a solution and advising clients. )his activity is designed to get you thinking about the costs and benefits of purchasing new software. -our firm is considering using specialised pro2ect management software for systems pro2ects. ,onduct research on the internet to identify the costs and benefits of using a popular pro2ect management software program. "ocument these in point form.

(elected !ro2ect is 1( !ro2ect ./3/ and cost varies from >33/ to >?3@ depending on features. Aenefits% :ives robust pro2ect management tools with the right blend of usability power and fle+ibility to manage pro2ects more efficiently and effectively !rovide templates :ives Buick Cstimate on pro2ect timelines !rovides with Dwhat7if5 scenarios.

Activity #.(
1aking sure that you formally document all requirements is an important part of making a recommendation and maintaining effective communication with the client. )his activity asks you to think about what additional requirements are likely to occur. Cither in a group of three or on your own brainstorm the following scenario. -ou have recommended a software upgrade as the solution to the problem you have been investigating. &hat additional hardware9software9training requirements might be needed for the software upgrade;
$onsi#erations mi ht inclu#e the followin : %hat trainin will be nee#e# for users an# maintenance people& %ill any har#ware nee# to be up ra#e#& '(f so) how extensi*e must this be&+ %ill the up ra#e# software run properly on the current *ersions of the operatin system or systems that the or anisation runs&

Activity #.)
-ou work on a help desk which has found it needs an improved system for entering and tracking logged requests and problems. )he recommendation currently has documentation about the following issues% what software should be chosen including licensing cost hardware and supporting software requirements for the system. )he client now has an additional requirement. )he system needs to track the cost of staff time spent on any particular problem or request and include an online report showing total costs attached to that particular problem or request. *eview the websites you e+amined in Activity 3.3 and Activity 3.. and see if this additional requirement can be met from the software considered. !repare a summarised report in point form. ,annot understand

Activity #.+
:etting client approval for implementation is not always simple. )he role7play below describes a situation where obtaining approval is complicated. 8ne person should play the role of an 6) support personE the other will play the role of the client, Anton. 4he support person is helping Anton, who wants some additional information from the organisation2s data ase. Anton agrees that a new online report will meet his needs, ut still wishes he could have the new screen he originally

wanted. 4he support person needs to get Anton2s approval for implementation, ut e.pects complaints a out not getting approval for the screen. 4he screen has een estimated as eing four times the cost of the report to develop and two times the cost to maintain. 4he organisation2s rules allow Anton to sign for the low-cost report, ut the screen is a much higher cost and would need to e approved y his senior manager. 9ou do not think the cost of a new screen can e :ustified. Persuade Anton to agree to sign an approval form for the report. )he role-play is intended to stress element #.(, and at the same time that client approval is needed for additional needs ut also that careful e.planations and negotiation can e part of an apparently routine process.

Activity #.,
)he person you have worked with to identify user requirements is not always the same person who can approve the final implementation. &hat factors about the organisation or the requirements might mean that it cannot be approved immediately by the user; (tudents5 answers will vary depending on the situation of the user.

Activity #./
)his activity asks you to consider training options for various staff. Answer this individually or have a class discussion. Answer on your own or have a class discussion In the following cases, what sort of technical support and training might e re"uired? 3. A new system is to e installed and eight people in the department need to use it. It is a moderately comple. system !robably a training session or sessions for the whole department .. A new report has een developed for ;ohammed. !e needs to know how to run it. 4his is a very simple procedure. !robably a short one7on7one training session would meet the re"uirements

Activity #.0 $ <o answer re"uired Activity #.1=

&hat factors can make it difficult to agree with the client on the level of technical support required; (hortage of resources especially lack of client time and conflicting priorities may make agreement difficult. Also the client may want a particular solution which may or may not be feasible.

Activity #.11
6t is important to communicate well when arranging a time for support. )his e+ercise helps you think through the communication process.

A staff member needs training in changes that are soon to be introduced to your organisation5s in7house system. )he change is not great and you e+pect it to take half an hour and would like to do it at the staff member5s desk. 3. !ow will you make the first contact? 6nitial contact may be a quick phone call or email to the client to request to schedule a brief training session. .. !ow will you follow up that contact? %. What information should you provide the client so that they are fully aware of the details of the training session 5such as what they will learn, time it will take, time and date6? F. !ow will you communicate this information to the client so they can prepare for the training session? #ollow7up contact might be an email confirming the details given over the phone such as date and time of scheduled training session appro+imate length and location of training as well as the topics to be covered.

Activity #.1#
)his activity is about preparing to deliver a support session to a client. Goe needs to import a te+t file into a worksheet but has had difficulty mastering the procedure. !repare a session outline of what will be covered in the training session. !repare a draft email to Goe requesting that a short training session be scheduled with Goe to learn how to use this function. 6nclude information about the anticipated length of the training session. 1ake sure you also include information about what will be covered in the training session. Hi Joe, urther to our discussions, I would like to propose that we !eet for a !a"i!u! one# hour training session. The !ain goal of the session will be to learn how to use $"cel to i!port te"t files. The session will co%er& I!porting a te"t file I!porting a 'S( file I would also like to confir! the following date and ti!e as per our original discussions& )onday, *th November 2007 3.30 pm to 4.30 pm ocation! "our o##ice oo$ #or%ard to seein& "ou then. 'e&ards ( (ones

Activity #.1%
)his activity will give you practice in delivering a support session to a client. 8ne person should role7play Gane. Another person should role7play the support person. >ane is PA to the finance manager and needs to put charts and graphs from a spreadsheet into a presentation package for her manager to use. 8he has had pro lems doing this in the past, which she reported as a fault in the software

set-up. After investigation the pro lem has een identified as a training issue. ?ole-play the one-on-one instruction session that you would have with >ane. 8ne7to7one instruction is an important element of the competency. )he role7play is intended to emphasise the point that client relationships have to be managed as well as the training.

Activity #.1(
A link can be a very good way to provide permanent and speedy access to help for clients. "o some online research to find out what website link you might give to some clients who have begun to use 1icrosoft !ro2ect .//H. )hey have done a short training course and need a source of information beyond the online help. Answers will vary according to the sorts of websites available when students do their research. It might e useful to discuss the difference in the "uality of information availa le on different we sites.

Activity #.1)
)hink about the kind of help documentation you have found most useful in learning to use new software. 6f you were asked what sort of help documentation you would like what would you say; Answers will vary from student to student.

Activity #.1+
!repare a Dhow7to5 guide for Goe (Activity ..3.) that provides step7by7step instructions for importing a te+t file into 1icrosoft C+cel.

)he following e+ample is based on inserting a ,(V file into C+cel. 3. ,reate a new workbook or insert a new worksheet. .. :o to @ata click on 'et 3.ternal @ata and then click Import 4e.t &ile. <. 6n the Ahoose a &ile dialog bo+ locate and double7click the te+t file you want to import and then click on 'et @ata. F. Accept the selected @elimited data option and click on <e.t. I. (elect the delimiters that reflect how the data in the te+t file is separated (such as )ab or ,omma). ?. !review the data and if it displays in columns click on <e.t. H. Accept the 'eneral column data format and click on <e.t.

J. ,lick on &inish to import the te+t file into the C+cel worksheet. @. (ave the workbook.

Assessment #
Aase study #
4ote that the case study is intended to cover all elements of the competency from ..3 to ..@ )he paper will be rather similar to the one produced in the first part of the case study. )he purpose is to confirm the requirements with Virginia the client. 6t is reasonable to consider the grammar and spelling and general standard of e+pression of the document as it is intended to go to a client. )o meet the requirements of element ... of the competency the reasoning behind the solution should be presented )o meet the competency requirements the document should e+plain why the student thinks that Virginia should have an additional training session in 1icrosoft C+cel. A few Dhuman5 issues need to be considered and this gives learners a chance to show that they can be convincing and win the trust of the client in recommending a solution. 6t is the teacher5s discretion if they wish to create some complications such as being a Ddifficult5 client. 4he session should end with the client having a clear understanding of how to use *BCCD7P. If learners do not choose to leave a page link, they must leave some other information that the client can refer to in order to meet the re"uirements of that element of the competency

Assignment #
)he second assignment in a similar way to the first asks learners to consider a real7 world application of the second element of the competency. 6t covers what happens as staff work on the client problem or request and implement a solution.

Activity %.1
)his is a research task. &ind a form that a commercial organisation uses to gather feed ack a out its I4 support. If it is not possi le to get an e.ample from a commercial organisation, o tain one used y your educational institute. )hese forms are mostly on intranet or emailed to clients at the time. 8tudents need to see a real-life e.ample efore attempting to create a form of their own

Activity %.#
,omplete this activity on your own or as part of a group. Ksing the form you researched in Activity <.3 as well as the information presented so far in this chapter create a 3/7question feedback form to provide to clients once an 6) support issue is solved or a request is completed. ,reating a form is an important proficiency in this element.

Activity %.%
*ole7play this activity with a fellow student or work colleague if possi le. ?eferring to the form you located in Activity %.1, or the one you created in Activity %.#, e.plain how the form should e filled in. Alternatively, create stepy-step instructions e.plaining how to complete and su mit the feed ack form, as well as the enefits of completing the feed ack form. C+plaining a form is an important proficiency in this element.

Activity %.(
!rovide three reasons why it is important to give clients the opportunity to provide feedback once they have received customer support. )he main reason is to provide information that will help to improve performance. #eedback also enables the developer to identify whether the solution met the client5s needs% are they satisfied with the outcomes; #eedback enables the developer to identify how the service/product can e improved in the future.

Activity %.)
!rovide three reasons why it is important to give clients the opportunity to provide feedback once they have received customer support.

)able <.3 suggests that pressure on the client and the need to find an appropriate time as disadvantages. )he table suggests that the form is likely to be filled in and the client sees the attention as personal as advantages.

Activity %.+
)his is a reflection e+ercise. )hink of a time (preferably at work) when you listened to someone5s feedback and changed your way of doing things as a result. )he ob2ective is to encourage the student to understand how feedback can be used to improve an individual5s way of doing things as an aid to understanding how feedback can improve group performance.

Activity %.,
)his is a research pro2ect. *esearch an information and communications technology company on the internet to find out how they have used feedback to change their practices and improve service to clients. Answers will vary depending on the company the student chooses.

Assessment %
Aase study %
4ote that the case study is intended to cover all elements of the competency from <.3 to <.F. a. ,reate a feedback form as a web page that will later be put on the company intranet. :uidance on the form can be obtained from the illustration in the te+t. 6t is important that the form give Virginia the opportunity to asses both the technical skills and the Dsoft5 skills that were applied. An appropriate feedback form would allow for this. )he form should also be easy to understand and to complete. b. "raft an email to Virginia requesting that she complete the form. )he email should include% i. instructions for completing and submitting the form ii. the benefits of completing the feedback form iii. the feedback form as an attachment or a link to the online form. iv. a timeframe for submitting the form. )o meet the competency requirements the form must be made available to the client. 6t may be that delivery may be accomplished in some other way but delivery needs to be arranged and organised and confirmed by the learner to meet this element of the competency. c. &hen you receive a response prepare the report for your boss.

)he comments you have made along the way as well as the formal feedback form should all contribute to the learner5s understanding of improvements that could be made. )he report should show at least some indication that the learner has considered both their own performance and possible problems with procedure.

Assignment %
(tudents5 answers will depend on the types of feedback forms they locate.