Prepare the content for terences training presentation

Reference no: EM133150800

ICT 106 Technical User Support - Sydney International School of Technology & Commerce

Question 1: Terence is a help desk trainer. He has been requested to train new support staff on managing incidents. The checklist for managing incidents has several steps. Terence is asked to present the first five steps of this checklist. Prepare the content for Terence's training presentation.

Question 2: Digitech is an Australian based indigenous-owned company. The company wishes to implement new software for logging calls in their user support department. The User support manager and User support team leader are responsible for leading this project. This support manager and support team leader agreed to consider off-the-shelf software packages. However, they found two software applications during their research, namely Logiship and Timely-log. These applications seemed suitable for meeting their departmental goals and objectives.

The support manager and support team leader decided to use Weighted-Point Evaluation Method to identify the most suitable software application through evaluation. These individuals agreed on the following criteria and their associated weights: software security 20%, user-friendliness 10%, speed 25%, efficiency 15%, and software features 30%. The support manager and support team leader requested the appropriate vendors for sample Logiship and Timely-log software applications for evaluation purposes. After a week, the support manager provided the following evaluation data for Logiship software: software security = 40, user-friendliness = 60, speed = 35, efficiency = 45, and software features = 50. While the support leader provided the following evaluation data for Logiship software: software security = 30, user-friendliness = 70, speed = 45, efficiency = 39, and software features = 46.

For Timely-log, the support manager provided the following evaluation data for Logiship software: software security = 60, user-friendliness = 30, speed = 30, efficiency = 50, and software features =
40. While the support leader provided the following evaluation data for Timely-log software:

software security = 38, user-friendliness = 60, speed = 50, efficiency = 20, and software features = 30.

Using all the information given above, use the Weighted-Point Evaluation method to assess the impact of the Logiship and Timely-log software packages. Show all the steps involved in the calculations. Based on the calculated figures, identify the most suitable software application for the Digitech company user support department.

Reference no: EM133150800

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