Certificate IV - Information Technology Support: Action Change Requests

The assignment is to review change requests in an IT help desk scenario, covering tasks such as receiving and documenting change requests, gathering system data, reviewing proposed changes against business requirements, discussing with clients, and completing Change Request and Control Forms.

Certificate IV – Information Technology Support
Stage 3
Action Change Requests
ICTSAS412 Assessment 1
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Table of Contents
Certificate IV – Information, Digital Media and Technology ICTSAS412 Assessment1.......................1
Units............................................................................................................................................... 3
How you will be assessed...............................................................................................................3
Resources....................................................................................................................................... 4
What you have to do...................................................................................................................... 4
Scenario.......................................................................................................................................... 4
Task 1............................................................................................................................................. 4
Task 2............................................................................................................................................. 5
Task 3............................................................................................................................................. 5
Task 4............................................................................................................................................. 5
Task 5............................................................................................................................................. 5
What you need to submit for this assessment...............................................................................6
How to submit your assessment....................................................................................................6
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Units
This assessment counts towards completion of unit/s:
 ICTSAS412 Action Change Requests
How you will be assessed
Possible results for this assessment are:
 P – Pass
 U – Unsatisfactory. You will be asked to resubmit the assessment.
 F – Fail.
To achieve a Pass you must successfully complete all tasks.
How this assessment will be marked
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Resources
To complete this assessment you will need to access the following resources:
 Change Management Procedures document (provided on the OLS)
 Software for recording audio in MP3 format e.g. Audacity
 Hardware for recording audio e.g. a microphone and speakers
 Manufacturer manuals for the above software and hardware.
 Course notes on OLS website
What you have to do
In this assignment you have to review change requests. Before you do this task you should have the
knowledge and skills to:
 receive and document requests for hardware and software changes, utilising a change
management system and according to organisational help desk procedures
 gather and organise system data relevant to the change requests, using available diagnostic
tools
 review the proposed changes against current and future business requirements and examine
the system data, with work team, in order to select appropriate changes to be carried out
 discuss and clarify the selected changes with client.
Scenario
The Marketing Department needs to develop an audio presentation for their marketing campaign.
They put in a request for required software and hardware to be installed on one of their laptops.
You work on the IT help desk. The help desk request has been escalated to you.
You will need to complete a Business Report covering the following tasks:-
Task 1
You receive the following help desk request:-
IT Services Request Form
Surname: Wilson
Other names: James
Position: Marketing Representative
Contact: 9999 0000
Department/Division: Marketing
Email address: [e-mail]
Subject: audio software
Description of problem:
Request an installation of software and hardware for audio recording/editing on a laptop to
produce MP3 files.
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Help James complete a Change Request Form found in Appendix 1 of the Change Management
Procedures document provided on the OLS. The request has been approved by the Marketing
Manager.
Note: Make up any required details not provided in the scenario.
Task 2
You have collected the laptop from the Marketing Department.
 Use available diagnostic tool(s) to determine specifications of the laptop.
 Record the diagnostic tool(s) used and the system data of the laptop.
 Use your own computer system’s specifications as the laptop’s specifications or
research and use an appropriate laptop’s specifications on the internet.
Task 3
Research and select appropriate hardware and software that meet the change request
requirements.
 Record the specifications of your proposed audio recording software, hardware and
costs
 Explain their suitability in meeting the change request requirements.
Task 4
You had a meeting with James Wilson to clarify the change request. He agrees with your
proposal and costs. He needs the software within a month. He doesn’t know how to use the
software and will need training.
 Email James outlining all of the above details.
Task 5
Your peer in the Desktop team has reviewed your selection and agreed on their suitability.
Your supervisor, IT Manager, has authorised the changes to be carried out.
 Complete the Change Control Form in the Change Management Procedures document
provided on the OLS.
Make up any required details not provided in the scenario.
Note: Present the assignment tasks as a formal business Report (in report format) with
a title cover page, table of contents and references Place your name, student number,
unit number, assignment number and page number on the header/footer of the
document.
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What you need to submit for this assessment
For this assessment you must submit the following file compressed (zipped) as stage3_
ICTSAS412_assessment1:
 All tasks saved in one document as Helpdesk_Report.docx which includes:-
o completed the Change request form
o system data of the laptop, and diagnostic tool(s) used to gather the data
o proposed hardware and software details and their suitability
o written an email to client confirming the selected changes
o completed the Change control form
Note: You must keep your own copy of this file.
How to submit your assessment
Using the OLS:
 Go to the Assessment Information page for unit ICTSAS412 Action Change Requests
 Submit your file using the Submit button named as stage3_ ICTSAS412_assessment1
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