Business Proposal for AMP Co - Assignment Example

SYSTEMS SUPPORT AND HELP DESK Systems Support and Help Desk Customer Name: Lecturer Name: Date: Assessment Task 1 Log ID Date –Time Logged Name of Client Name of Operator Problem Determined Priority L51 9:15 am John Smith (Accounts Dept) ABC Installation of Network printer LOW L52 9:45 am Brian Barnaby (Finance Dept) ABC OCR (optical character recognition) Scanning text to the computer. MEDIUM L53 10:30 am Michelle ABC Password protection of word processor documents HIGH L54 12.00 pm David Carter ABC Creation, running and modifying a macro in Excel MEDIUM L55 2 pm Brian Alexander ABC Still pictures transfer from digital camera to computer HIGH 2. Advice Offered Time Issue Resolved Client Feedback To Password protect word processor documents, if the document is open in Microsoft Office Word, Click on tools Choose options Click on security tab On the “password to open” text box enter the desired password Click Ok Re-enter the password Click Ok Optionally, Michelle is advised to:- Click the file menu Choose the “Save As” option Enter the desired file name choose security options from the tools menu On the “password to open” text box enter the desired password Click Ok Re-enter the password Click Ok 10. 45 Am Well understood To transfer still pictures from digital camera to computer Connect the digital camera via Universal Serial Bus (USB) If the camera’s application software is installed, run the software and copy the desired pictures If the computer is not installed with the camera software, Double click on “My computer” The camera is seen as one of the devices in My computer, double click on the camera’s name to open Choose the Appropriate folder containing the desired pictures Highlight the pictures, either by pressing Cntrl + A to select all or holding down shift key to select individual photos Click Edit > Copy Double click the desired folder location on the Hard disk of the computer to open Click Edit > Paste When it is done copying disconnect the camera. 2: 15 pomp Very Good To scan text to OCR (optical character recognition) format in a word processor Connect a scanner with OCR capabilities such as HP F2200 series On the scanner glass place the document to be scanned Run the scanner application software such as HP solution Centre On the type of output, chose OCR format Click Ok Click Scan and chose the destination folder of the scanned file When done scanning, double click the file to open it in a text format in a word processor Close the scanner application software 10.00 A.m Good To Create, run and modify a macro in Excel Open the Excel File where the macro is to be created Press Alt + F8 or Click tools > Macro Choose Record New Macro Option Give the Macro a Desired Name On the shortcut key, Choose Cntrl + any character e.g. Cntrl + K On “Store Macro in” choose This Workbook To begin recording the Macro Click Ok e.g. printing a worksheet or chart in a worksheet When done, Click on the Macro toolbar and click stop recording, the macro can be accessed by the short cut key earlier chosen, e.g. Cntrl + K 12.30 P.M Good To setup network printer Click start > Control Panel > Settings > double click Printer and Faxes. > From the printer tasks click “Add a printer” On the add a printer Wizard click Next Chose Network Printer option and click Next On the specify a printer, choose Browse for a printer option and click next or specify the printer location in the network Pick the desired printer make and the model and click next. Click finish and press Ok. 1:30 pm Good 3. Category Rating Resolution Escalation Application Software – Word processing, file authentication 9 Create strong passwords All staff to safeguard documents content Application Software – Spreadsheets, Macro Creation 8 Create macros Finance staff to automate regular duties Input Devices – digital cameras 5 Transfer of pictures to computer To release resources such as digital cameras to be used by other persons Input Devices – Scanner 6 Transfer types text to softcopy format To safeguard documents against potential loss Output Devices- Network Printers 8 Connect several users to a centralised network printer To optimally utilise available resources Input Devices – Microphones 7 Connect microphone to computer Increase ways of data input Application Software – Databases 5 Managing queries To enhance database content being synchronised and updated Local Area Networking – Bound Transmission Cat 6 E 9 Provide cabled based LAN configuring the LAN Local Area Networking – Wireless Transmission Wi-fi 7 Provide wireless based LAN configuring the LAN Wide Area Networking – connecting to the internet 7 Connecting to Internet Service Providers (ISP) IT staff, to connect the organization to internet. Assessment Task 2: Role play Assessment Task 3: Portfolio Documents: Business Proposal AMP Co. Introduction The purpose of this proposal is to outline the services that XYZ Company can offer to the Australian Mutual Provident Society (AMP) XYZ is a specialist computer support and service company based in Brisbane, Australia servicing small and medium business. AMP was founded in 1849 as a mutual company, currently the company is listed on the Australian and New Zealand Stock Exchanges since the mid 1998.With more than four million customers in New Zealand and Australia, and staff exceeding four thousand, AMP is a principal prosperity management business offering diverse monetary products and financial based services such as financial planning and advice as presented by (Lynch, 2008) Moreover, it deals with retirement income, superannuation, and other related investment products for persons, particular banking products, business and organizational-sponsored schemes - proceeds safeguard, general and life insurance. With a wide client base and diversified financial services, AMP boasts of an excess of one hundred Australian Dollars in assets under the management of AMP. As regards Differentiating Factor the company enjoys substantial brand name recognition in Australia and its products are usually rated highly while exhibiting a good distribution network, AMP shall require diversified services from XYZ as a specialist computer support and service company due to its several services, this is highlighted by the fact that AMP functions through direct contact with policyholders and investors or via financial planners and agents, the company has to utilize information technology to attain strategic advantage since it faces a threat from companies such as NAB/MLC, CBA/Colonial which are investment and funds management centred are the major competitors. To effectively offer its services and attain strategic advantage, AMP has several Information Technology Requirements, this can be outlined below. The company requires a collaboration environment for the communication of all the concerned parties; in this case, Collaboration platforms can be adopted by the company to offer communication platform to clients to gain relative achievements. In this case AMP requires collaborative environment models are virtual workplaces which involve several components for information exchange, communication and working by different members or teams of an organization. The environment utilises and coalesce technological advances in videoconferencing, internet based conferencing and collaboration, online chats, archived and real time streaming, and instant messaging to a user friendly workspace. Examples of open source based collaboration functionality are Bricolage which is a Content management system, EtherPad which is a Collaborative drafting with chat , Wiggio system which is focused on simplicity - group communication and content management toolkit , phpGroupWare which includes a project collaboration module and Plone which is a powerful, flexible Content Management that is Enterprise and web 2.0 tools, these are geared towards achieving effective communication in order to attain strategic competitive advantage by enhancing organizational knowledge availability and informed decision making. Furthermore, AMP requires workstations such as Precision T5500 Dual Processor workstation computers with 4 GB memory. The Precision T5500 Dual Processor systems are intentioned to support the AMP over the counter services, the option is chosen because the Dell Precision T5500 falls under the workstation categories which signify that the system is considerably designed and element miscellany for maximum stability and class performance, furthermore, the systems boasts of Powerful dual-socket performance in a system that's compact enough for smaller workspaces and limited desk space as well as excellent performance in complex application environments with Massive memory scalability utilising Extended Computing Capability memory. With such facilities in place, AMP shall require Computer Support to enhance computer productivity, the on-site computer support encompasses services such as hardware and software troubleshooting, and problem solving for networks, servers, desktop’s, notebooks, printers, hubs/switches, routers, firewalls, VPN’s, ADSL, ISDN, most major software applications and Microsoft Windows 3.1/ 9x/ NT/ 2000/ XP. Furthermore, AMP requires personalised one-on-one user support to help the employees of AMP get the most out of the computers and software. AMP also requires Network Installation to centralise its operations and utilise the computer resources. This includes installation and upgrading cabled transmission and wireless office networks and network devices including hubs, switches, routers, firewalls, printers and servers. This includes Network Cabling, with Fibre, Coaxial or UTP cabling on the Local Area Network. Considering advances in technology, AMP also requires Wireless Networks such as Wi-fi, Wimax or Bluetooth. AMP can utilise wireless fidelity (wi-fi) also referred to as 802.11 networking shall be utilised due to its numerous merits such as that wi-fi Wireless networks are uncomplicated to set up and inexpensive, more so the wi-fi networks are unobtrusive. The wi-fi to be set up transmits at frequencies of 2.4 GHz or 5 GHz and uses 802.11 networking standards. There are several wi-fi varieties such as 802.11a utilizing orthogonal frequency-division multiplexing offering 54 mbps. There exists an option of connecting the collaborating devices through 802.11b which is however the least expensive but the slowest and standard, moreover, the collaborating devices can be wirelessly connected via the 802.11g standard which transmits at 2.4 GHz like 802.11b, but it's a lot faster since it utilises orthogonal frequency-division multiplexing. There are other wi-fi standards that the AMP can implement such as which is 802.11n is the latest standard that is commonly accessible. The entire AMP offices in Australia and New Zealand shall be a hotspot for wi-fi, where any wi-fi capable device can access the institutions intranet, with sufficient credentials and be able to access the AMP servers. Costs AMP Company shall implement the Service Rates offered by XYZ Company at Prepaid 30 – prepay 30 hours and save 15%, @ $2524.00 Service Level Agreement Service Level Agreement for Supply of ICT Product and Computer Support Services between XYZ COMPANY and AMP Australia Group of Companies Contents 1. SERVICE LEVEL AGREEMENT 1.1 Statement of Intent 1.2 Objectives of Service Level Agreements 1.3 Period of Agreement 1.4 Review Procedure 1.5 Representatives 1.6 Reference Documents 1.7 Service Level Monitoring 1.8 Complaints XYZ COMPANY RESPONSIBILITIES 2.1 Functional Overview 2.2 Hours of Operation 2.3 Response Times 2.4 Priority Level Response Times 2.5 Support Available 3. AMP COMPANY RESPONSIBILITIES 3.1 Functional Overview 3.2 Hours of Operation 3.3 Response Times 3.4 Service Level Targets 4. SUPPORTED PRODUCTS/ APPLICATIONS/SYSTEMS 4.1 Hardware Support Services 4.2 Software Support Services 4.3 Training Services 5. COST SPECIFICATIONS 1. Service Level Agreement 1.1 Statement of Intent The purpose of the undermentioned Service Level agreement is to provide a basis for close co-operation between XYZ Company and AMP group of companies, for support services to be provided by XYZ Company to AMP group of companies, thereby ensuring a timely and efficient support service is available to AMP group of companies’ end users. The concord is dependent upon XYZ Company and AMP group of companies understanding and fulfilling their responsibilities and offering enabling environment to accomplish envisioned levels. 1.2 Objectives of Service Level Agreements The objective of the Service Level Agreements is to provide an enabling environment to ensure collaborative relationship between XYZ company and AMP group of companies to guarantee valuable maintenance of end users support services. 1.3 Period of Agreement The Service Level Agreement Between XYZ Company and AMP group of companies shall last five financial years equivalent to five calendar years, beginning on 1st January, 2010. 1.4 Review Procedure The agreement shall be reviewed on annual basis where alterations must be approved by both parties 1.5 Representatives XYZ Company and AMP group of companies shall nominate representatives whose responsibility is to supervise the maintenance of service agreement: 1.6 Reference Documents Several documents shall offer the foundation for the policies and procedures of XYZ Company operation, copies which shall be availed to both parties. These includes security policies and procedures and Information Communication Technology polies and procedures. 1.7 Service Level Monitoring The Service factors have to be regularly monitored and should fulfil the requirement of being measurable and meaningful, where tangible stages of service have to be contrasted with agreed target levels. 1.8 Complaints Complaints entirely relating to the Service Level Agreement forwarded in writing to all concerned parties. XYZ Company Responsibilities 2.1 Functional Overview XYZ Company has several responsibilities concerned with offering quality services to AMP company to defined levels, such as Computer Support Virus Removal and System Clean-Up Repairs and maintenance Network Installation 2.2 Hours of Operation XYZ Company Help/Support Service shall operate 24 hours a day, seven days a week, including weekends and holidays 2.3 Response Times The response priority shall be as stated by the table below Table 2.3 - Response Priority Support Level AMP Company Critical AMP Company Critical Non- AMP Company Critical Non- AMP Company Critical Request For Service Fatal Impaired Fatal Impaired High A B B C R Medium A B C C R Low B or C C or D C or D D R Fatal - Total system inoperability. Impaired - Partial system inoperability. AMP Company Critical - Unable to perform core AMP Company functions. Non-AMP Company Critical - Able to perform limited core AMP Company functions. 2.4 Priority Level Response Times The response time is applicable in all days of the week. Table 2.4 - Priority Level Response Times Priority Level Response Time (Minutes) A 20 B 40 C 60 D 75 R 120 2.5 Support Available The services support level is as per the table below Table 2.5 - Support Available Support Level Support Available Recommended elevated precedence Supported Moderate precedence Acknowledged Little precedence 3. AMP Company Responsibilities 3.1 Functional Overview AMP Company shall provide an enabling environment for XYZ staff to service its systems as per the agreement. 3.2 Hours of Operation The company can request for services 24 hours a day, seven days a week, including weekends and holidays 3.3 Response Times Shall conform to agreed Response Time offered by XYZ Company 3.4 Service Level Targets The company shall offer an environment in line with agreed Service Level Targets. 4. Supported Products/ Applications/Systems 4.1 Hardware Support Services All the hardware computer devices and networking devices and peripherals at AMP are covered by the service Level agreement, such as most generic desktop and server systems; selected Compaq, Dell, HP and IBM desktop systems; selected Compaq, HP and IBM servers; and selected Epson, HP, Lexmark and OKI printers. 4.2 Software Support Services Software Products Supported: The Service Level agreement includes all the software, such as web based software installed at AMP Company. 4.3 Training Services/Other services XYZ Company shall provide basic requisite services such as basic training to enable AMP fully utilise its Information Communication Technology infrastructure. 5.0 Cost Specifications AMP Company shall implement the Service Rates offered by XYZ Company at Prepaid 30 – prepay 30 hours and save 15%, @ $2524.00; the costs shall be reviewed on annual basis, depending on the prevailing economic conditions. Servers maintenance Report Task Frequency Comment Scanning for occurrences of spy ware, malware, worms and viruses Every day It is regularly done Checking the optimal performance of the operating system Every day It is regularly done Synchronise data on the central database and Create Back up of the information on server. Every day It has to be regularly done Scrutinizing and evaluation of mail routing Every day Currently not done during weekends Server fix up As and when needed As and when needed Check network communications When there are network disconnections Scrutinize Administration Requests database Every Week Every Monday Scrutinize database maintenance Every Week Every Monday Memory scrutiny Monthly At the beginning Saturday of the month Disk storage performance evaluation Daily, weekly, monthly Appraising monitor server performance Every month At the beginning Saturday of the month Checking Web server requests Every month At the beginning Saturday of the month To guarantee that the server runs optimally and efficiently there are several maintenance activities which are of requisite importance, these activities are of importance to ensure that that data in the server is backed up regularly and ensure that Databases conform to ACID properties, and are replicating precisely, and ensure that Server hardware is functioning optimally, and that end users can utilize the server services quickly and consistently, the activities are as outlined by the table below. Client Evaluation Form INTRODUCTION XYZ is a specialist computer support and service company based in Brisbane, Australia servicing small and medium business. The company is dedicated to being reliable and responsive. Founded by Anita Geekess, a veteran of computer support, the Helpdesk is staffed by twelve professional Information Technology representatives. Offering reasonable service rates are and reliable and responsive services. This is a research designed to determine clients’ perception of XYZ services. It is hoped that the findings will help in the improvement of the company’s service delivery, you are one of the people selected to participate in this study. Your responses will be treated with confidentiality during and after the study. NB. Please you are going to give your opinions based on a five –point scale as shown below. Strongly agree 5 Agree 4 Uncertain 3 Disagree 2 Strongly disagree 1 1. Please type your response/choice number (i.e. 1, 2, 3, 4 or 5) in the blank text box provided. Optionally comment on the choice in the space below each item. Responses have one answer 1. XYZ offers customer centred services, which conform to customers needs 2. The services offered by XYZ company, are satisfactory 3. XYZ delivers timely services and are always on time as and when needed 4. XYZ staff is professional and understand the content of their work 5. Would you recommend the XYZ company services to another party? 6. The service rates are friendly to customers 7. The virus removal service is efficient and totally eliminated viruses 8. The service Level agreement equally favours both parties 9. The XYZ company’s network service utilises the latest trends and developments in Communication Technology 10. XYZ company customer service is favourable to the customers Reference List Lynch, M., 2008. Hoover's Handbook of World Business. New York: Hoovers Inc Read More