Misrak TVET College

Training, Teaching and Learning Materials Development

ENTOTO TVET COLLEGE
under
Ethiopian TVET-System
INFOM!TION TEC"NOLO#$
%&''OT %EVICE
Level I
LEARNING GUIDE # 9
&nit o( Competence) ecord Client e*uest
e*uirements
Module Title ) ecording Client e*uest
e*uirements
L# Code ) ICT IT%+ L,- ,.
TTLM Code ) ICT IT%+ TTLM ,/++
LO -) 'rioriti0ed support re*uests 1ith
appropriate personnel
Learning #uide Date) ,/2-,+3 'age 1 o( 4
First Edition !uthor) ICT, IT 5 Misrak TVET College
Misrak TVET College
Training, Teaching and Learning Materials Development
INTRODUCTION Learning Guide # 9
This learning guide is developed to provide 6ou the necessar6 in(ormation regarding the (ollo1ing
content coverage and topics 5
'rioriti0ing support re*uest
This guide 1ill also assist 6ou to attain the learning outcome stated in the cover page7
%peci(icall6, upon completion o( this Learning #uide, 6ou 1ill 8e a8le to 5
Identi(6 relevant guidelines (or prioriti0ing or rating client re*uests7
'rioriti0e client re*uest 8ased on its criticalit6 or impact on the 8usiness7
e(er the re*uest to an appropriate person or department (or assistance7
Communicate to appropriate persons involved 1ith client support7
Learning Activities
+7 ead the speci(ic o89ectives o( this Learning #uide7
-7 ead the in(ormation 1ritten in the :In(ormation %heets +; in pages <2=7
<7 !ccomplish the :%el(2check; in page 47
37 I( 6ou earned a satis(actor6 evaluation proceed to :Lap Test; on page >7 "o1ever, i( 6our rating
is unsatis(actor6, see 6our teacher (or (urther instructions or go 8ack to Learning !ctivit6 ? +7
/7 Do the :L!' test; in page > @i( 6ou are read6A and sho1 6our output to 6our teacher7 $our
teacher 1ill evaluate 6our output either satis(actor6 or unsatis(actor67 I( unsatis(actor6, 6our
teacher shall advice 6ou on additional 1ork7 But i( satis(actor6 6ou can proceed to Learning
#uide -7
$our teacher 1ill evaluate 6our output either satis(actor6 or unsatis(actor67 I( unsatis(actor6,
6our teacher shall advice 6ou on additional 1ork7 But i( satis(actor6 6ou can proceed to the
neCt topic7
Learning #uide Date) ,/2-,+3 'age 2 o( 4
First Edition !uthor) ICT, IT 5 Misrak TVET College
Misrak TVET College
Training, Teaching and Learning Materials Development
Infr!atin "#eet 1 $ririti%ing su&&rt re'uest
Identif(ing re)evant guide)ines fr &ririti%ing r rating c)ient re'uests
There should 8e some mechanism used to prioriti0e service re*uest that come (rom
clients7 In man6 organi0ations there are rules and policies that govern prioriti0ation
issues7 The most important (actor taken into consideration is)2
*usiness Critica) "(ste! 5 the interruption o( such s6stem directl6 a((ects the
production, pro(it o( the organi0ation or the 8usiness7 It results in 8ankruptc6,
(rustration, disappointment etc
Urgenc( f t#e service re'uested
Organi%atina) Guide)ines
Organi0ational guidelines are the &)icies r &rcedures that are used to correctl6
per(orm a speci(ic activit6 or operation 1ithin an organi0ation7 "ere, 1e 1ill see the
organi0ational guidelines used to prioriti0e client support re*uirements7
$ririti%e c)ient re'uests +ased n critica)it( r i!&act n t#e +usiness
%ome client support re*uests 1ill 8e allocated a high priorit6, as the6 involve critical
IT (unctions 1hich cannot 8e carried out until the pro8lem is resolved7 ECtra resources
ma6 have to 8e allocated to high priorit6 support needs, and the progress o( these
support needs to 8e closel6 monitored7
The most common 1a6s o( prioriti0ation mechanisms are using the (ollo1ing
general guidelines 8ut its 8est to respond to all re*uests as *uickl6 as possi8le7
Learning #uide Date) ,/2-,+3 'age , o( 4
First Edition !uthor) ICT, IT 5 Misrak TVET College
Misrak TVET College
Training, Teaching and Learning Materials Development
1- .ig# $ririt(/ 2 high priorit6 is given 1here the 8usiness critical s6stem has got a
pro8lem7
- ! signi(icant num8er o( people are a((ected 86 an issue, a customerDs
computer crashed, the net1ork server is do1n, a virus attack, or there
is a securit6 concern7
E0a!&)e/
The user is una8le to loginE the computer crashedE a customerDs account is locked
or the pass1ord needs to 8e resetE a computer has 8een in(ected 86 a virusE an entire
student la8 is do1nE i( the net1ork is inaccessi8le7
2- 1ediu! $ririt(/ ! single customer is a((ected 86 a pro8lem 8ut is still a8le to 1ork,
or there are pro8lems 1ith a service 8ut it is still (unctional7
E0a!&)e/
! customer is eCperiencing intermittent computer pro8lemsE is una8le to open or
1ork 1ithin a so(t1are programE is having printer pro8lemsE has lost access to a (ile
shareE or re*uires data recover6F8ackup7
,- L2 $ririt(/ outine or maintenance tasks7
E0a!&)e/
! customer asks :ho1 to; *uestions or re*uests ne1 so(t1are installations or
computer set up7 The department re*uests account creations or updates, director6
changes, or ne1 (ile shares7
Referring re'uests t a&&r&riate &ersn r de&art!ent fr assistance
This stage is the step at 1hich 1e re(er client support re*uirements to respected
technician or department to give the support needed 86 the client7
Learning #uide Date) ,/2-,+3 'age 3 o( 4
First Edition !uthor) ICT, IT 5 Misrak TVET College
Misrak TVET College
Training, Teaching and Learning Materials Development
"e)f4C#ec5 1 6ritten Test
Name:____________________ Date:_________________
Instructin/ !ns1er all the *uestions listed 8elo1, i( 6ou have some di((icult6 doing the this sel(
check, (eel (ree to ask 6our teacher (or clari(ications7
+7 Ghat are the (actors to consider in prioriti0ing a client support re*uestH
-7 Ghat are the prioriti0ation mechanisms that are 8eing used to prioriti0e client
support re*uestH
<7 Ghat do 6ou call the policies or procedures that are used to correctl6 per(orm a
speci(ic activit6 or operation 1ithin an organi0ationH
37 It is the interruption o( a s6stem 1hich directl6 a((ects the production, pro(it o( the
organi0ation or the 8usinessH IIIIIIIIIIIIIIIIIIIIIIIII
/7 Ghat are the e((ects o( (ailure o( 8usiness critical s6stems in an organi0ationH
$ou must a8le to get >points to 8e competent other1ise 6ouDll take another test
La& Test $ractica) De!nstratin
Learning #uide Date) ,/2-,+3 'age 7 o( 4
First Edition !uthor) ICT, IT 5 Misrak TVET College
Misrak TVET College
Training, Teaching and Learning Materials Development
Name) IIIIIIIIIIIIIIIIIIIIIIIII Date) IIIIIIIIIIIIIIII
Time started) IIIIIIIIIIIIIIIIIIIIIIII Time (inished) IIIIIIIIIIIIIIII
Instructins/ $ou are re*uired to per(orm the (ollo1ing individuall6 1ith the presence o(
6our teacher7
Assu!e (u are an IT #e)& des5 &rfessina) in A*C C!&an( and (u recrded
t#e f))2ing &r+)e!s t +e s)ved re&rted +( (ur c)ients- 8ur tas5 is t
&ririti%e eac# f t#e &r+)e!s- $rvide a reasn fr (ur ans2er-
Re'uest f net2r5 server fai)ure
'riorit6) IIIIIIIIII
eason ) IIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIII
Re'uest f u&grading f sft2are
'riorit6) IIIIIIIIII
eason ) IIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIII
Re'uest fr &rinting &r+)e! f ne user-
'riorit6) IIIIIIIIII
eason ) IIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIII
Re'uest f cnsu)tatin n t#e u&grading f 6ind2s 9$ t 6ind2s :
'riorit6) IIIIIIIIII
eason ) IIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIII
Re'uest fr !aintenance f c!&uter
'riorit6) IIIIIIIIII
eason ) IIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIII
$our teacher 1ill evaluate 6our output either satis(actor6 or unsatis(actor67 I(
unsatis(actor6, 6our teacher shall advice 6ou on additional 1ork7 But i( satis(actor6,
6ou can proceed to the neCt topic7
Learning #uide Date) ,/2-,+3 'age ; o( 4
First Edition !uthor) ICT, IT 5 Misrak TVET College
Misrak TVET College
Training, Teaching and Learning Materials Development
Learning #uide Date) ,/2-,+3 'age : o( 4
First Edition !uthor) ICT, IT 5 Misrak TVET College