1. Level 3 Extended Diploma Unit 12 IT Technical Support
Future trends
Level 3 Extended Diploma Unit 12 IT Technical Support

2. Diagnostic and Monitoring tools used by support staff

3. Definition
Diagnostic - Symptom or a distinguishing feature serving as supporting evidence in a diagnosis.
Indicating the nature of a issue.
Monitoring - The act of observing something (and sometimes keeping a record of it).

4. Example Apps – used by support staff
CPUz
Diagnostic and monitoring tool
Wireshark
Diagnostic and monitoring
Ultimate Boot CD
Diagnostic
Task Manager
Monitoring/Diagnostic tool
Event Viewer
Diagnostic tool
Control Panel –
Diagnostic (Device Manager)

5. Proprietary tools for business
Cyclone Systems Net Prefect
Hyperic -
Micro (Pc diagnostics)
Uptime software (server monitoring and planning)

6. Research Task a recent advance in IT support systems technology
remote support (name an example) or a technology of your choice.
 less than five years old
Provide an in-depth review.
Include examples where it could be used.
Include the impact the technology has on IT support. (e.g. Communication, accessibility, support for internal/external customers etc.)
Positive impact and any negatives/limits to the technology.
Identify where/how this technology excels against other technologies.

7. Student tasks
describe two current diagnostic and two current monitoring software tools used by support staff and outline possible future developments in this area
Your description should include (as a minimum):
What each tool does.
How it works (including key features).
What the advantages of each tool are.
What the limitations of each tool are.
Include scenarios where the tool could be used.
Future developments/enhancements of the tool.
Describe two techniques that you might make use of in technical support

8. Future trends - ideas Remote support – eg Windows Live Messenger
WinVNC
Development of systems that analyse and
report on faults
Development of central infrastructures,
contracted out and off shore services