Enhancing Student's Data Storage and Managing Change

The assignment content discusses different aspects of change management. It highlights the importance of change management in Information Technology Infrastructure Library (ITIL) and its benefits for ICT organizations, specifically in the context of AIBT and its students. The content also provides guidelines for implementing a change request, including an implementation plan, risk analysis, communication plan, backout plan, and defines change management roles and responsibilities. Additionally, it discusses measuring change management key performance indicators (KPIs) to assess if the objectives of change are achieved after implementation.

ICTSAS601 Assessments
Assessment 1 – Knowledge Assessment (Written Tasks)
Q1. What are the key change management principles in ICT (information and communication
technology) management? And how they can be adopted in practice?
Answer :-
Change Management :- Change Management is process of managing or controlling the
lifecycle of all changes. The main objective for change management is enabling the
advantages with minimum disruption to IT services and the company business.
Key change management principles: -
 Design change management approach needs to be followed.
 Identify with need to implement change management.
 Coordinating with project management team.
 Understand the requirement of change management.
 Proper communication need to be maintain and updated the same with other in order
to adapt change with others.
 Visibility of upper level management to provide clear communication with
employees.
Every corporate should adopt the above approach, As it is not to easy adapt the change, if the clear
communication should be arrange by upper management and tell the requirement of change.
Change process model is a way of predefining the process that should be taken to handle a process.
Support tool uses by company to managing the required process. This will ensure that all changes are
manage in a predefined path and to predefined timescales.
1. Create a Change (RFC –request for change or support ticket)
2. Record the RFC & Review RFC.
3. Assess & evaluate the change process.
4. Approval.
5. Plan updates
6. Scheduled.
PAGE \* MERGEFORMAT 10

ICTSAS601 Assessments
7. Co-ordinates changes.
8. Review and close (after implement).
Q2. How can you record the key functions of a system that is already in place in your
organisation? What will be the steps to compare this system with an alternate system(s)
available in the market? How can you compare and contrast the key functions and features of
different IT systems?
Answer: -
CRM System :- CRM any Application to help an organisation with interact with company
flow, interaction with customers, suppliers, or prospects via one or more touch points like
call-center, sales person, store, branch office,
Functionality of available CRM :-
1. Tracking.
2. Reporting.
3. Marketing.
4. Service.
5. Prospect.
Functionality require for New CRM tool: -
1. Availability.
2. Cloud based.
3. Centrally accessible.
4. Fault Tolerant.
5. Robust.
key functions and features of different IT systems: -
1. Vision – Business objective or customer requirement.
2. Differentiate
3. Technology – Data requirement
4. Metrics - Metrics and goals must be established up front.
5. Monitor
6. Know your customer – Identify the who is your customer, Behavioural and functionality
(Hint: Lets consider a CRM system, if your organization already has a CRM system, you
would first be checking is functionality and features, you will then assess if there are any
gaps in business requirements and your CRM software features. If there are gaps, then you
need find a competitive product that can fulfil your needs. You will be required to compare
all or selected products from feature to feature)
PAGE \* MERGEFORMAT 10

ICTSAS601 Assessments
Q3. What is the purpose of internet? What is the purpose of internetworking? How are they
different? What is internet and internetworking architecture? Explain with examples.
Answer: - Internet & Internet purpose: - Internet create a network of computers, which links
different types of computers all over the world. Purpose of internet are - Email ( people send
a message via email services provide by different organisation ), social networking ( multiple
people connect and interact like Facebook , twitter, Instagram or with multiple social sites) ,
communication ( create own account provide by different organisation and chat with different
peoples , send files , pics, videos and other data as per requirement) , career development
( Many websites publish on internet help student or in planning for career development and
furthering their career), Education , Research ( gathering the information , analysing and
sharing the information) News ( easily to get all updated news, related to every field).
Intranet & Intranet purpose :- in Intranet combination of two or more computer connect
together
and share information and communication in a local network. Intranet services provide by
different companies like tata, airtel. Intranet network used with in a organisation.
Intranet network used by approved users only, space is limited but faster than internet.
Intranet purpose is run organisation application and provide services to limited users.
Internet & Intranet Architecture: -
Internet Architecture –
Intranet Architecture -
PAGE \* MERGEFORMAT 10

ICTSAS601 Assessments
Q4. Please explain principles of performance benchmarking? How will you structure your
performance benchmarking template for an accounting software such as QuickBooks?
Consider you are an accounting services firm with two accountants working for 30 clients.
You manage the books for them.
Answer: - Benchmarking is one of the ways of comparing the business processes and other
performances among different companies. Benchmarking is of various types such as internal
and external. Performance benchmarking is one of such type that is under external category.
Performance benchmarking is the process in which the initiator firm is allowed to evaluate
their products and services with its competitive companies.
Q5. Analyse and discuss common server access security procedures and general security
issues relating to Windows Server 2016 operating system.
Answer :- When to building up our own infra and running organization application will be
the primary security concern. However, the organization application work without the
security needs of infrastructure could have devastating consequences down the line.
There are multiple parameters for analyse the server access security: -
Firewall :- Firewall utility that uses policy to allow or block traffic. When a connection tries
to establish itself on your server.
IPtables: - is command line firewall utility to allow or block traffic. When system tries to
establish connection, system looks for a rule in its list to match it,
TCP wrappers :- Its allow or deny the user to access the server as per mentioned in host.allow
or host.deny file.
Selinux:- checks SELinux policy and stored a log. No can access the services by default but
we can change the policy whenever we needed.
PAGE \* MERGEFORMAT 10

ICTSAS601 Assessments
In Windows 2016 operation system does not allow to user to browse and installed component
registry keys, which contain important key information. In windows operation huge changes
of contracting a computer virus. Windows system required licence to run and multiple
updates.
Q6. Discuss methods of communicating change to stakeholders. Consider the fact that
stakeholders are necessary to be taken in confidence about a proposed change. You are
required to communicate with them to create awareness and understanding about a proposed
change.
Answer: - there are various methods of communicating with the stakeholders but the most effective
one is to hold a meeting with the client. Prepare a précised outline or a prototype that has all the
features to meet the requirements of the client. If prototype is approved by the stakeholder, further
tasks can be carried to to integrate the change in the system.
Assessment 2 – Practical Tasks
Please review and refer to the attached change management procedure guideline by UCISA.
Use this document as a reference for your assessment tasks below. You need to apply
guidelines and practices mentioned in the document.
Scenario:
You are working for AIBT which is an educational institute. Your role is trainee IT
administrator. You identified that the students in AIBT are using local file folders for storage
of their data. They loose data when IT administrators perform routine clean-up tasks. Usually
this maintenance is done every once a month to clean and maintain the PCs in the IT labs.
You know that AIBT has provided Office 365 based solution to all students, that includes
OneDrive which is a cloud based storage solution.
You proposed to the IT administrator that if students move their data to OneDrive,
1. they will not be required to store it locally and hence IT will have less work during
monthly maintenance
2. Students will not be loosing their data in case they do not get a backup before
maintenance
3. Students will be able to efficiently use the services they have been provided
The IT administrator has asked you to develop a change plan to help students move their data
to the One Drive. You are to take your Trainer as the major stakeholder and change approver.
IT course coordinator is your in charge IT administrator. Together they are the CAB (change
advisory board) team.
You are required to:
1. Identify why you want to implement ICT change management in this scenario? What
will be its benefits?
Answer: - ICT changes are requiring in this scenario because every student save personal &
important data in local storage. When clean-up monthly activity is done by the IT administrator to
PAGE \* MERGEFORMAT 10

ICTSAS601 Assessments
increase the space availability for all students. Every student loses all data when clean-up activity
is perform. Implement office 365 in this scenario is a benefit for each student; every student will
get cloud storage to save our important data. Admin can set storage quota for each students for
manage space.
Have a look at ITIL (information technology infrastructure library) change management process and
its benefits for the ICT organizations.
2. Understand the importance of change management; explain how it will help AIBT
and its students. Moving from generic to specific case scenario, how this company
can take advantage of change management practices, what are your recommendations
for them to adopt as best practices.
Answer: - Change management is important in every aspect. Currently technology and peoples is
updated on continues so it important to adapt changes as per their requirement.
New Technology is helpful for AIBT & student to upgrade themself & their knowledge, currently
the students saving their data in local drive and IT admin clear the data on monthly basis so it is a
task for both to maintain backup but backup will be shaved at their shared drive so it will help
other also to upgrade their knowledge.
Change management best practice: -
1. Collect the data
2. Analyse the organisation requirement
3. Create a implementation plan and migration checklists.
4. Avoid all ad-hoc developments.
5. Prepare a communication plan
6. Schedule resources and resource availability
7. Identify budget.
8. Manage changes.
3. Develop Change request, for the CAB (Change advisory board). Apply the guidelines
provided to you. Focus on:
 Implementation Plan
 Risk Analysis
 Communication Plan
 Backout Plan
Answer: -
Implementation Plan: - To gather the information and upgrade with new technology.
Risk analysis: - In every new implementation plan risk is involved because some can adapt the change
and some not adapt the change. So risk is involved in every aspect of change.
Communication plan: - When change is going to implement communication plan is necessary. In case
of change upper should have direct communication with employees.
Back-out Plan: - In case of change is not accepted by others or failure of change, restore the data with
most recent backup.
PAGE \* MERGEFORMAT 10

ICTSAS601 Assessments
4. Define change management roles & responsibilities for your change.
Answer: - Change management roles are: -
 Manager - he will be standard point of contact between the service provider and the stakeholder.
He will communicate with the client to convince for the change. He also supervises the whole
team so that employees can work in sync with each other.
 Engineer - he will be the person who will do the integration of change in the system.
 Tester - he will test that after change has been implemented, system is still running smoothly and
catering the requests of the users.
5. Give a version number to your change for future reference and subsequent changes in
your implementation.
Answer: a version number is the identification of where we started implementing the
change. This is done so that if the change comes out to be a failure, then we can roll back
to that site and it can be easily started from the initial point. This process is known as
version controlling and is used widely in almost every industry.
We can name the versions as V1, V2………Vn.
6. Measure change management KPI ( to assess if the objectives of change are achieved
after implementation)
Answer: KPI are the key point indicators which helps the management to assess the
performance of its employees. Some of the KPI that measure change management are:
 Overall performance
 No down time observed
 Has met SLA
 Met all the deadlines
 Served the quality work without compromising with the security of the company.
7. Implement your change and record evidence of change implementation. Present this
evidence to your trainer. It should include:
 Planned and Actual start date and time
 Planned and actual finish date and time
 Implementation evidence
 Test Results
 Was a backout carried out? If so, result of back out activities.
 Evidence of measure/tests done against the change KPI to verify that change
has achieved its objectives
Answer: -
Planning & Execution Diagram
PAGE \* MERGEFORMAT 10

ICTSAS601 Assessments
Students Testing chart: -
PAGE \* MERGEFORMAT 10

ICTSAS601 Assessments
Implement Evidence snapshots: -
PAGE \* MERGEFORMAT 10

ICTSAS601 Assessments
(Note: as evidence collect information from four other students in your class who will move their data
to the One Drive)
PAGE \* MERGEFORMAT 10