Report on IT Service: Computing Device Configuration and Delivery

This report details an IT service focused on purchasing, configuring, and delivering computing devices for new employees, primarily targeting local offices. It outlines the service initiation process via telephone and email, with customer representatives and technicians responsible for delivery and setup. The service operates from 9:00 a.m. to 7:00 p.m., with an expected response time of 2 minutes for issue acknowledgment and a 24-hour window for an engineer to visit the site. Resolution time varies based on the issue's complexity, with a target completion time of one week. The report also references studies on service marketing and knowledge transfer within IT service firms.

Running head: IT SERVICE
IT SERVICE
Name of the Student
Name of the University
Author note

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IT SERVICE
A. Name of selected service
The service that is chosen for completion of the project is Purchase, configure, and
deliver a computing device for a new employee.
B. High level description of the potential customer within the business
The local offices will be the potent clients of the project. The offices that are being set up
will require different set up of computing system as well as other hardware and software
technologies. In case the offices are primarily targeted the commencement of the service will be
used in a more regular manner and this will be beneficial for the service providing organization.
The local youths are considered to be the secondary customers of the business organisation. The
potential clients are the people who want to learn computer and automatically prosecute the
learning.
C. Who does the business (customers/users) contact for initiating this service?
Usage of the telephones and e-mailing the communication will be processed. With the
help of the telephonic conversation, the confirmation of the orders will be done. This is the main
reason that the prosecution of the business might get performed in a better manner. With the help
of the telephonic conversation, the delivery projection can be handled.
D. Who (in IT) is responsible for the delivery of this service?
In the case of IT responsibility, the customer representative will be sent to deliver the
products along with the technicians who will be responsible for setting up the product that is
bought by the client.

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E. What are the hours this service and its fulfilment are available?
The time of fulfilment of the services and products is performed in between the 9:00 a.m.
to 7:00 p.m.
F. How is this service requested (telephone, form, intranet)?
The service requested is as follows: -
• The service provisioning can be performed with the help of telephonic contact. With
the support of the telephonic communication, the main advantage that the client will
be enjoying includes the fact that the clients will be able to get in touch with the
service after sales section directly.
• Usage of e-mailing can also be performed. In this case the data that are proposed for
the projection of the data management as per the requirement of the entire system. The
e-mail will be having the complete details of the issue that has to be resolved in the
order.
• Implementation of Ethernet for the commencement of the better communicating will
act helpful as this will provide the real time issue scenario to the service providers and
the action can be taken correctly.
G. What is the expected response time? (From the time the service was
requested until someone from IT acknowledges the request)
The expected time of response is 2 minutes for recognising the issue that is being sent by
the user. An engineer who will be resolving the problem will be visiting the site by 24 hours of
issue acknowledgement.

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H. What is the average time to resolve (From the time the service request is
acknowledged, how long ? (hours, minutes, days, weeks, months, years) is the
target time to complete this request)
A total of 24 hours will be required to check the issue that is to be resolved. Time taken
to address the problem is as per the point that is present in the computing system. After
understanding of the issue that is tracked is mitigated and the maximum time that will be taken to
resolve the issue is mostly one week. It is promised that the entire matter will get fixed.

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Bibliography
Lovelock, C., & Patterson, P. (2015). Services marketing. Pearson Australia.
Midgley, N., Parkinson, S., Holmes, J., Stapley, E., Eatough, V., & Target, M. (2017). “Did I
bring it on myself?” An exploratory study of the beliefs that adolescents referred to
mental health services have about the causes of their depression. European child &
adolescent psychiatry, 26(1), 25-34.
Zhao, D., Zuo, M., & Deng, X. N. (2015). Examining the factors influencing cross-project
knowledge transfer: An empirical study of IT services firms in China. International
Journal of Project Management, 33(2), 325-340.