Portfolio 2- JJ Skudlarczyk
March 31, 2010
Thank you for taking the time to look at my blog. The purpose of this portfolio is to share assignments from my fundamentals of supports class with all of you.
- The following assignments are in Portfolio 2.
User Needs Reflection
March 31, 2010
Sometimes it is important in user needs analysis to look at the steps in the analysis process and analyze them. Not all steps are always going to be necessary or even appropriate for the process while other steps are crucial to the completion of a project.
There are some steps that I think can be left out of the analysis process. One of those steps is to develop an understanding of the existing system. This step can be omitted not because it isn’t important, but because if you are working in the analysis process you most likely already have the necessary skills and understanding of the existing system. You are already knowledgeable about the current status of the existing system, therefore, it is not necessary to develop that understanding. I would also leave out step five in the preparation phase; identify sources of information. Just about every tech has the same source of information; the internet. Also sources of information can come and go very erratically. It is good to have a couple sources of information but if the sources turn out to be deceitful or misleading you could find yourself in trouble. I would always leave information open. There is a ton of information out there and it would be in the best interest of the project to be flexible on the scope of information that can be provided, found, or advised.
There are some important steps in the process and in my opinion should never be overlooked. The first one is to understand the end user’s and the organization’s goals. This is usually a pretty easy step to follow in an analysis but it is a very important one. It is necessary to make the goals of the organization and the goals of the end users your own goals. Without understanding these goal there is no project. You want to make sure these goals are aligned so that the best interest of the organization is always in mind. It would be a catastrophe to miss this point and say, install the best video software ever created on a financial planner’s computer. This step must be understood, especially for those out there without common sense. This leads me to the second step that should always be followed. Define the problem clearly. If the problem is not defined clearly than there can be no solution to the problem. It’s as simple as that. The third step that I think should be utilized every time is to identify the roles of the stakeholders. If somebody who should not have stake in the project is in on the work it could have a negative effect. They could try to profit from or even sabotage a project. It is important to know who has vested interest in your work.
There are risk factors involved in every project. People are always a risk factor. A team member could get sick during a task, or even not have the required skills to complete a task on time. Poor estimating of time and cost are also risk factor. Also unexpected thing like a supply shortage can happen unexpected and throw off the projects timeline. These risk factors should be taken into consideration in the assessment process and project managers need to be aware that their schedule is not always going to be followed as planned because of these risk factors. A project manager should also be able to look ahead and foresee some risks happening and prevent them. Making sure that the people assigned to tasks have the skills to complete the task is one way to prevent unskilled workers from upsetting the timeline is one good way to prevent some aspects of risk.
Scope creep can be harmful to a project and should be taken into consideration during the assessment process. Scope creep means that unexpected changes, costs, and occurrences accumulate to throw the project off course whether it is with the timeline or the cost of the project. During the assessment process it is important to be aware of scope creep and make considerations for it. More importantly limitations should be set so that scope creep does not overtake and doom a project. This is accomplished by well defined goals and tasks.
It is important during the assessment process to look at the steps of the analysis process and omit and execute steps based on the goals of the specific project. Every step does not work for every project and a subjective look should be taken at each of them.
User Needs Analysis
March 31, 2010
It is important to that we do a cost analysis for the 20 person executive team at ABC Corporation so that we can estimate the cost of implementing new technology. We not only look at the dollar amount of cost but also take into consideration productivity, training, and ease of use of the new technology. Let’s look at the chart for two different phones and carriers.
The devices themselves do not have many differences. They are both Blackberry’s and have the wide array of features that would aid the ABC company’s executives with their needs. The main difference is the touch screen compared to the QWERTY key board. The touch screen has a few glitches in it, mainly the virtual keyboard. We would not want the executives having trouble with the use of their devices as it would cut down on productivity. Since the executives have no previous experience with mobile technology it is important to have training sessions with each executive which will make the executives knowledgeable about the device but it would also cost money in lost time and sales for the executives to be on down time. Both devices and service providers provide all the necessary applications such as e-mail, messaging, international calls and data, and security. A very big difference in the providers is the ability to have the devices multi task on the network. Verizon does not provide multitasking and AT&T does. This means that on AT&T’s network the executives will be able to be on a call with a client while accessing the company’s database for information about the customer or the customer’s needs. While looking at the price Verizon is more cost effective in the short term but the ability to multi task on AT&T’s network could increase productivity.
I recommend the Blackberry Curve 8520 for the device. This device has a full QWERTY keyboard and has an easy to use interface. It supports international calls and provides applications like E-mail, messaging, and many other productivity applications that are available. I also recommend implementing AT&T as the service provider. They may be a little more expensive but the convenience of multi tasking, in my opinion, is going to help the executives be more productive.
| Product | Cost | Benefit |
| Blacberry Storm 2 (touch screen) |
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| Verizon Wireless |
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| Product | Cost | Benefit |
| Blackberry Curve 8520 (QWERTY Keyboard) |
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| AT&T Wireless |
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Cyberography of IT Certifications
March 24, 2010
There are many, many certificates out there in the IT field. So many that it is hard to know exactly where to start. Microsoft has many certifications that include certifications for developers, desktop support, and database administration to name a few. Through school and among the IT community I’ve learned that the best place to begin the long road of IT certification training is with an organization called Comp TIA. They offer a wide variety of certifications that are vendor neutral. The first certification that is considered the de facto requirement for entrance into the PC industry is Comp TIA’s A+ certification. Anybody looking to start out in the IT field should work to attain this certification.
The A+ exam tests you on your working knowledge of computer hardware and troubleshooting skills of the following: PC components, laptop and portable devices, operating systems, printers and scanners, networks, security, safety and environmental issues, and even a little on communication and professionalism.
The A+ exam has recently undergone a change in its structure. Let’s look at the 2006 edition first as it is still relevant today. There are four parts to this exam. You are required to pass two of the four parts in order to attain the certification. The first part is the “Essentials” exam that includes one hundred questions. These tests will not always ask you all one hundred questions and the questions vary depending on correct or incorrect answers. There is a second required test to take to attain this certification. You have a choice to choose one of three other exams; IT Technician, Help Desk Technician, and Depot Technician. The 2009 version of the exam has recently been put into effect and has simplified the exam structure. The “Essentials” exam is still in place but now there are now only two tests to take. Choice has been eliminated and the tests have been compressed into two tests. The other test is the “Practical Application” test and both require to be passed if you wish to attain the certificate.
Certifications In the IT field show that you have working knowledge of general applications or specific skills in the industry. It is important that an IT professional continue their education and keep up to date with the latest certifications to ensure growth in skills along with the growing and ever changing computer industry.
Help Desk Satifaction Survey
March 10, 2010
This is a company-wide survey that will let you rate your satisfaction with the company’s help desk. Your opinion is important to us and will greatly help the operations within the help desk. This is an anonymous and private survey. If you wish to discuss your results with management please enter your name in the comment box. Please click on the link below to take the survey.
Reflection of Help Desk Software
March 9, 2010
I learned many things while researching help desk software. The first thing I learned was that it exists. I had no idea that there was a program that people at a help desk use and that it in fact helps the workers of the help desk with their job. In many aspects it is the most important tool in a help desk workers job. There is a huge demand for help desk software and competition among the developers is fierce. One thing that can set one help desk program apart from others is if it follows the ITIL (Information Technology Infrastructure Library) best practices.
ITIL is basically a code of conduct within the information technology service industry where everything is “standardized” so that everyone speaks the same language. It would be like someone who sews trying to understand a carpenter and vice versa. Each profession has its own “language” but the information technology field has made it a language that is teachable and certifiable.
Help desk software is teachable as well and it is of great importance that this software is easy to use and easy to teach. Most entry level information technology workers start out at a level one help desk and do not have much training so it is crucial that the software vital to their job be easy to learn.
I learned some new words too. Tickets keep track of each service order and are kept open or closed based on the completion of the customer’s request. I learned the phrase “knowledge base”. A knowledge base is an archive of tickets. These tickets can be recalled with a search based on the ticket number, customer name, phone number, area of the company etc. With such a huge knowledge base at everyone’s fingertips, most problems should be able to be handled simply based on past experience. This makes everybody more efficient and even makes people’s jobs easier. Now when was the last time someone made anything that helped make your job easier!?
I will most likely be using help desk software in the future to accomplish what everyone uses it for…money. That was a joke. But the real uses for this type of software are numerous and I imagine I will use them for the main reason they exist which is keeping track of problems within the company I am employed with. The knowledge base will be a great resource for me to use to aid customers with their technology issues. I picture myself sitting at my desk with my headset answering calls and building relationships with people inside the company I’m working for and documenting the issues people have in a professional manner, escalating problems when necessary, and making sure that I have the information necessary to help the customer.
Help desk software is a tool that helps people be more effective with assisting customers with their technology issues. This software is not the end all be all of customer support though. I could know this software inside and out and still not be an effective computer support employee. It is the ability to talk with people, show empathy for their problems, and have the ability and knowledge to be able to fix those problems that will always be more important than any help desk software. I certainly wouldn’t want be on a computer support team that ignored the importance of this software. This software is a necessary tool for organization and aiding the customer support specialist.
Help Desk Software Comparison
March 3, 2010
Choosing a help desk software package is the most essential part of running a help desk. The software should take care of all the needs of the help desk and include strong product support. The software should be easy to use and easy to understand. It should help to accomplish the goals of the IT help desk.
Numara Track-IT and Kayako are two help desk software packages that can be chosen from the wide variety of help desk software available. They include many of the same basic features that a help desk need to operate like live ticket tracking, data bases, automatic software updates, email management, and asset management. Also these software packages have an easy to use interface that can be taught to anybody in the customer service industry. The ability to train staff without difficulty should be one of the most sought after features of help desk software.
The main thing that sets a software package apart from others is the differences in services it can offer. Kayako offers a live chat feature that could cut down on the time of an open ticket. Plus that feature would bypass the automation that is so common with telephone support. Numara does not offer this feature in its general package. Numara has features that can evaluate the efficiency of the help desk staff so improvements can be made in the area that are weak such as the amount of time each incident takes to be resolved. Kayako has features which allow communication between Outlook and the software and also integrated use of smart phones for access to the help desk at any time whereas Numara does not. Numara has many add-on packages to accomplish most IT needs for a company and Kayako is just the one help desk software package that is updated frequently. Starting at 29.95 a month an unlimited number of users can have access to the software. As for Numara, depending on the package that is to be purchased the price ranges from $495 to $995 with the price left out for the Enterprise version. Numara makes a point to support ITIL best practices and Kayako does not.
All of these differences in help desk software may be positive or negative depending on the use of the software or the size and reputation of the company that wishes to work with the software. The most important thing with help desk software should be that it helps to provide great customer and client services to the people who are a vital part of any company.
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