1. Unit 13
Unit 13
Assignment ( 1 of 2)

2. Task 1
ITSMAGIC have been so impressed with all your work that they’re considering giving you a promotion to lead technician. However before any decision can be made you need to prove to ITSMAGIC that you understand what impact the organisational polices outlined in Figure 1.2 could have on troubleshooting and repair. You are required to write a report that describes the potential impact the policies could have on the troubleshooting and repair process within ITSMAGIC. (P1)

3. Task 2
To ensure that you are suitable for the lead technician role, you need to demonstrate the use of hardware and software tools to troubleshoot an IT fault. Evidence for this should be an observation record and annotated screen dumps. (P2)

4. Task 3
You should have demonstrated good Health and Safety practices throughout your observations in task 3 & 5; however the IT Manager wants you to write a report that explains what health and safety considerations and practices should be considered when applying remedies to simple IT system problems. The observation records in task 3 & 5 will also be used as evidence for later tasks. (P4)

5. Task 4
To achieve M1, you need to demonstrate effective communication with the user during the fault diagnosis. (M1)

6. Task 5
To show your level of competence to the IT manager at ITSMAGIC, you need to fully justify the remedy (action) that you used to solve the following hardware and software faults. This justification could be added to the table in a later task. M2

7. Task 6
Within the same report created for task 1 examine the potential impact of faults on an organisation. (D1)

8. use hardware and software tools to troubleshoot simple IT problems 2
explain the impact of organisational policies on the troubleshooting and repair process 1
Report P2
use hardware and software tools to troubleshoot simple IT problems 2
Observation Record, Annotated Print screens P4
apply fault remedies safely to simple IT system problems 3
Observation Record, Report M1
communicate effectively with users during fault diagnosis activities 4
Observation Record M2
justify an appropriate remedy for a complex hardware and a complex software fault 5
Table D1
examine the potential impact of faults on an organisation 6