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Unit 20: Managing and Supporting systems - Coggle Diagram
Unit 20: Managing and Supporting systems
Introduction
How are computer systems managed?
What are the support measures used?
Effective management and support of computers and networks are vital to individuals and organisations
Users who lack technical expertise need help
Know how to help the users as all levels of an organisation
Keeping a system operating when things go wrong is "highly valued by employers"
System managers
Look after a range of desktop systems, servers, or a network
practical tasks
Setting up
Configuring and optimising a system
Create user policies
Create training materials
Set-up a fault recording systems
Understand the tools and technologies used
Network systems are common place in organisations
"pervasive element of everyday life"
many homes have a small network
Networked small devices are very popular
Understand how to protect and optimise different systems
As an IT specialist, or Systems Manager
Learning aims
A. Investigate common It systems management and support tools
A2 System maintenance and disaster recovery
formualting and updating a network code of practice
Supervision and management of network staff
Strategic long-term planning of hardware and software development, e.g.Operating system upgrades upgrades, server hardware updating or expansion
Advising senior management
Contingency planning to deal with major problems, e.g. a major virus infection or security breach, server hardware failure, network (Local Area Network (LAN)) and (Wide Area Network (WAN)) failure, power outage, disasters, e.g. flood, fire
Legal and ethical considerations applicable to the equivalent legislation in England, Wales, and Northern Island e.g. copyright, data protection.
A3. System and network management tools
The variety of the systems to be managed
Mobile devices
Laptops
Cloud storage
Desktops
Servers and virtual PCs
Bring your own device (BYOD)
Tools that a system manager can use to support the day-to-day running of the system
Tools used to create and remotely deploy disk images
Provisions of the user desktop computing by various means, including server virtualisation with thin client computing and web-based applications
Performance monitoring and management tools
Asset management, including software licenses
Remote desktop access and control
A1. Live system management
Providing technical support to users
Managing users, e.g. creating accounts, allocating password and setting access levels
Configure systems to support users and applications and secure the system
Fault-finding, use of fault recording database, updating solutions to faults
Setting up and running backup and restore procedures
Security procedures
Configuring security policies
Managing security patches and updates
Access control
management of software
Firewall configuration
centralised software rollout and updates
Antivirus scans
License management
Drive management
Drive mapping
Imaging
A4 Managing users support request
User support request database, allocation of requests to support technicians, escalation of unresolved issues
Solution knowledge base and its use to support technicians
Support request reporting systems, e.g. telephone helpdesk and web-based reporting tools
Analysis of support request data to identify issues, e.g. training needs, problem software and hardware, scheduling of resources (time of day/week when most problems occur), staffing issues
Recommended assessment approach
Written report or blog. Audio or video recorded discussion on the activities and tools used to manage and support an organisation's It system
Pass Assessment Criteria
A.P1 Explain the activities involved in It system management and support
A.P2 Explain the tools and systems that can be used to assist with IT system management and support activities
Merit Assessment Criteria
A.M1 Justify the use of activities and tools to manage and support an IT system
Distinction Assessment Criteria
A.D1 Evaluate the different activities and tools used to manage and support an IT system, reflecting o their impact on the security, usability and performance of the system
B. Design the management and support infrastructure for a networked IT systems to meet an organisations requirements
B2. Plan user desktop interface
Define user groups
Define user rights and security policies
Selection of operating system, application versions and settings to create desktop disk image, testing of the desktop image
B3. System planning
Network design, IP addressing subnetting
Backup procedures
Define disk space requirements, quotas, drive mappings
B1. Plan management and support procedures
Developing a contingency plan
Agreeing a service level agreement
Installation and setup of support request database
User support documentation, e.g.FAQs ( Frequently Asked Questions)
Developing support request reporting and escalation procedures
Creation of security policies, access control and traffic management
Creation of a network code of practice
Recommended assessment approach
Create a plan for managing and supporting It systems, meeting a client's requirements, accompanied by supporting developing and testing documentation.
A report evaluating the systems management and support procedures against the client's requirements.
Create a diary of activities, supported by screenshots or photos. Observation report. Audio or video recording of user feedback
Merit Assessment Criteria
B.M2 Justify the planning decisions made, showing ow these will provide effective user support
Pass Assessment Criteria
B.P3 Produce a plan for managing and supporting an IT system to meet an organisation's requirements.
B.P4 Asses how feedback has improved the plan for managing and supporting an IT system
Distinction Assessment Criteria
BC.D2 Evaluate the system management and support procedures against an organisation's requirements
BC.D3 Demonstrate individual responsibility and effective self-management implementation of a fully protected It system
C. Carry out management and support activities on a networked IT system
C2. System management ad implementation activities
Software management
Upgrades
Security updates
Patches
New application rollout
Software removal
Device configuration
Firewalls
Routers
Wireless access points
Joining a mobile device to a network
Usage monitoring
Bandwidth
Bottlenecks
Storage
Use of peripherals
Disk configuration, creating network shared drives, creating user system disk images, setting permissions on folders
System configuration, adjusting settings on a server and client machines
Backup and restore
C3. System optimisation
Security optimisation
Latest patches and known vulnerabilities
Device hardening as required
Firewalls and access control rules
Management of system permissions, auditing the access rights of users
Traffic optimisation - checking performance, under load, throughput and speed, identifying the contention (bottleneck) points and how these might be managed.
C1. Support activities
Helpdesk and technical support
Communicating with usres
Routine support and repair tasks
Fault logging and management
analysis of support data to identify problem areas and trends
Account management
User account creation
Password resets
Setting up and adjusting access rights
Storage areas and limits
C4. Skills, knowledge and behaviours
Reviewing and responding to outcomes including the use of feedback from others, e.g. users of the supported system
Demonstrate own behaviours and their impact on outcomes, including professionalism, etiquette, supportive of others, timely and appropriate leadership, accountability
Planning and recording, including the setting of relevant targets with timescales, how and when feedback from others will be gathered
Evaluating outcomes to help inform high-quality, justified recommendations and decisions
Recommended assessment approach
Create a plan for managing and supporting It systems, meeting a client's requirements, accompanied by supporting developing and testing documentation.
A report evaluating the systems management and support procedures against the client's requirements.
Create a diary of activities, supported by screenshots or photos. Observation report. Audio or video recording of user feedback
Pass Assessment Criteria
C.P5 implement a managed and supported IT system that meets an organisation's requirements, using feedback from others
C.P7 Support a managed IT system in line with an organisation's requirements.
C.P6 Test a managed and supported IT system that meets an organisation's requirements
Merit Assessment Criteria
C.M3 Optimise a managed and supported It system that meets an organisation's requirements
Distinction Assessment Criteria
BC.D2 Evaluate the system management and support procedures against an organisation's requirements
BC.D3 Demonstrate individual responsibility and effective self-management implementation of a fully protected It system