Managing and Supporting Systems
Section 1
Live System Management
Configuring systems
Configuration of systems is computer systems that is arranged and made up of various components which consists of hardware and software components and is the process in which the user of the device sets up software or hardware in a certain way so that it runs in the way they want it to run. Configuration is able to be spilt up into into either software configuration or hardware configuration, The software configuration is specifically for software components and hardware configuration is specifically for hardware components.
Providing Technical support to users
People are always going to need support as users are going to at least break the system in one way or another or by doing something wrong. Technical support will almost be needed in one way or another, even if there is documentation on paper or online whether it's in a school or work place as users will only be able to have a limited amount of access, an example of this is that the technicians may have to block or unblock a certain site from being accessed by certain users.
Managing users
User management is the ability for administrators to be able to manage the access of various IT resources such as websites, systems, applications and more. This is a core part to any identity or access solution. It is essential in any large network like schools or offices networks for users to be managed and controlled. Account creation, password allocation and setting access levels all fall under user management
Monitoring of usage and identification of misuse
Usage monitoring is used to be able to help identify users that misuse the systems so that no further damage can occur and this is usually used in important places like works and schools to ensure safety of users on the computer.
Fault-finding
Fault finding is recording faults which is helpful for maintaining systems. This is so that if a fault does occur, it would have been recorded earlier which will then make it easier to find and fix the problem. recording it will make so that if any new problems are to happen, it will be easier to fix the next time the problem arises.
Setting up and running backup and restore procedures
Setting up and running backups is important when coming to using technology as it allows users, business or organisations to secure important information whether it be classified documents to treasured photos, running back ups will allow them to be able to restore their device quickly and will save them time and money in the even of a disaster.
Restore procedures obtain data from a source whether it being one or more Archive files and copies that data to a certain destination. With the restore request you are able to select data from these files and restore the device to the original database or to another database
Security procedures
There are many viruses that can cause a computer to be destroyed or to run really slow so many different security procedures have to be taken into consideration so that no viruses can do this. So actions that need to be taken into consideration are antivirus scans, firewall configuration, access control and a few more. setting these up will make it nearly impossible for a hacker or scammer to get into someone's computer, not unless the user allows the virus or scammer access to the computer
Drive management
Drive management comes in two forms: Drive Imaging and Drive Mapping
Drive Imaging is a form that places all of a hard drive's data into a compressed file and backs it all up
Drive mapping assigns a drive letter to a shared folder which then allows a that certain user to access that shared folder as if it was a local drive, this then allows them to access the shared folder from any windows program without having to browse the network
Network management
Network management is the sum total of applications, tools and processes used to provision, operate, maintain, administrate and secure network infrastructure.
IP Address management (Also known as IPAM) is the administration of DNS and DHCP are network serves which assign and resolve IP addresses to machines in a TCP/IP network. IPAM is a means of planning, tracking and managing the IP address space used in a network
Section 2
System maintenance and disaster recovery
Contingency plan is a plan the is devised for an outcome that was unexpected and is usual used for risk management for an exceptional risk which would (unlikely) have catastrophic consequences. These plans are usually devised by governments or businesses so that the unexpected can ten be expected another time and can be fixed faster as it will be known and expected to happen. These are often in place so that major problems can be dealt with.
Strategic plans defines an organisational road map for growth providing guidance for a day-to-day decision making. This then allows leadership teams to evaluate progress creating an opportunity to learn and improve business. Formal strategic processes are long term planning.
Code of practice is a formal way of how something should be carried out and this could refer to anything from designing software to installing a network. If a problem was to occur then 2 code of practice need to be checked theses are: 1) were the rules followed properly and 2) Does the Code of practice need updating to avoid the same problems from occurring again
Supervision/management of networking staff and systems are a network administrator monitoring and controlling one's computer network to ensure that all of its resources (both the hardware and software) is in good shape and used productively. They also ensure that the network keeps up with the business demands and user expectations meaning that network management is a huge responsibility. It is helpful to those who want to work as a network administrator to understand 5 key areas encompassed by the FCAPS acronym, these 5 areas are: Fault management, configuration management, Administration, performance management and security management.
Advising Senior management are professionals who process superb management skills which will almost always be demanded and are indispensable since they are energised, inspires and will lead teams to improve work outcomes. They are also able to make underperformers into top performers, not only that but they will also save the company from difficult situations and improve everyone's work space.
Systems and Network management tools
Section 3
How systems are managed individually or on a network
Servers and Virtual PCs
Server and Virtual Pcs are like any computers, they need to be maintained. Usually servers are more important to be maintained as they are what hold most of the software and data. When is comes to businesses they will commonly backup to keep any data they need safe. This will usually done by keeping backups and images of the servers that will be saved and stored on a network outside in a different location physically, this is to be able to prevent any damage being done or lost of data.
Cloud Storage
Mobile devices
Mobile devices has many different operating systems meaning that a centralised plan has to be done to deploy MDM solutions in the cloud for each of the types of OS and the centralised management make it easier for this.
When using a mobile device, you should always consider the possibility of something bad happening from shattering the devices screen to losing data by hackers and viruses. There are ways to protect it from all of these from happening. These ways are:
- Getting a case and screen protector to reduce the chances of the screen being shattered from a drop, or multiple drops and to be care of how its being put away to help reduce the chances of dropping it at all.
- Whether the phone is water resistant or not, always try to avoid water and extreme temperatures and keeping it clean.
- to protect the device from getting viruses and hacked, there are multiple apps that are free and buyable that will help protect the device. An example of a free app is AVG Antivirus, it can scan the device fully for any viruses that are have gotten to the device an will alert the user of this, it can also clean any junk that is on the phone.
LaptopsLaptops are managed the same as mobiles as laptops has different operating systems but laptops are more powerful then a mobile device but still needs centralised management and centralised plan.
To keep the device running, the user will have to look after it, and a few ways of this is by:
- Keeping it clean on both the inside and the outside of the device and making sure that it doesn't heat up a lot.
- To make sure that it is charged and that the cord is in good condition
DesktopsDesktops is a cloud computing service which allows various desktops to be administrated properly as it will end the user time and manage cost with providing a simple, fast and reliable desktop performance, this is usually by installing and maintaining hardware and software, spam filtering and administering user performance.
When it comes looking after desktops, there will be many ways of doing it. A few of these are:
- installing Antivirus software on the device and firewalls to prevent viruses and hackers from getting into it
- Use a surge protector and preform regular software updates as well as running computer maintenance
- always keep the device and the inputs to the device clean as well as keeping the vents and fans dust free and back up all files that need to be backed up
Section 3.2
Tools that a system manager can use to support day-to-day running systems
Remote desktop access and control
Remote access and control is the ability to monitor and control a computer network from anywhere and at at time. Advantages of this is that employee of a company is able to to access their computer that is in the company's building can be accessed directly from their computer at home or from some location outside the building, It allows the company to save money as electricity won't be used there when the employees work from somewhere else, it will boost the employees productivity as they can complete work out of working hours.
However, this might decrease the balance between work and life while increasing the amount of distractions from around them. Relationships between co-workers will become distant due to isolation as they won't feel like part of the company outside of the office. The employees will need a reliable network to be able to connect to make sure they can effectively work.
Section 4
Managing User Support Requests
Support request reporting systems
Users that have a problem are able to call telephone helpdesks as they are quick at responding to problems and supporting the user, and once the user has called then that call has be logged and will have to wait for the request or support to be allocated.
Web-based reporting tools are used for users to be able to report a problem online and must wait for their request to be allocated to a staff member.
An example of web-based reporting tools is Microsoft LogMeIn as it not only allows the user to chat with the support team but allows the user to give permission to the team giving them full remote access to the client's computer so they are able to fix the problem on the computer.
User support request database
Solution knowledge base
A platform that includes a collection of questions, answers, guides ad documentation related to a product or service. There are also private knowledge bases which are used by technicians as it supports them and saves time. Users are able to find answers that are communally asked by others when typing in a certain word or letter.
Analysis of support request data to identify issues
Training needs
Training needs analysis is the process in which companies identifies training and development needs of its employees so that they will be able to efficiently do their job and different levels of the organisation requires a complete analysis of the training needs
Justification of the Activities and Tools to Manage and Support an IT system
3 activities
Business intelligence
Business intelligence is a process that is a technology driven process that analyses data and delivers the information which is helpful to make informed business decisions for all managers, executives and workers of a business.
Communication technology
Communication technology transfers information between machines and people via technology which will help people create decisions, solve problems and control machines.
Infrastructure/architecture development
Infrastructure development for IT is the delivery of business systems and IT-enabled processes with the support of the system's hardware, software, facilities and service components.
IT Architecture helps manage the technological aspects of a business mainly in the security architecture and business plans, These will ensure compliance with a set number of rules and plans so that new security systems and architecture are created and implement
3 tools
Microsoft RDCMan
Microsoft RDCMan is to manage multiple remote desktop connections, this is useful for managing server labs which needs someone to regularly access each machine but with RDCMan it can connect or disconnect all servers with a singular command.
Ultimate Boot CD
Ultimate Boot CD is a bootable recovery CD that will allow users to be able to recover and troubleshoot a computer that cannot boot up, it also includes tools that is used for testing CPU, RAM, hard drive and other components.
VirtualBox
VirtualBox is a piece of downloadable software which is free and allows users to be able to extend their computer to run multiple OS like Microsoft windows, Linux and Mac OS X all at the extract same time
These tasks are important so that systems are able to stay safe from any possible issues and preform to its maximum as an underperforming device can lead to a loss of productivity which can eventually lead to a loss of profit.
Evaluation of Activates and Tools
3 activates
The advantages and disadvantages of Business Intelligence, Communication technology and Infrastructure/Architecture development
Advantages
- Advantages of Business intelligence is that it is a lot faster and will be giving more accurate reports, analysis or planning when it come to making business decisions.
- will be able to identify trends and patterns
- will be able to make better opportunities through predictions
- will increase and improve the operational efficiency
- Advantages of Communication technology is that the speed and time through internet communication can be saved as well as money as it is a lot cheaper and quicker to transfer information around.
- Due to Communication technology new and exciting jobs can be created meaning more jobs will be available to people
-It is way cheaper to be able to send a message or email to others in another country then making a call and is helpful to cut costs in businesses
Disadvantages
- Disadvantages of Business Intelligence is that the cost as it can be expensive to use systems for basic transactions.
- It can cause commercial settings to become much more muddled then it should be
- Like all technology, it will be used for a number of certain years before having to be replaced and like many firms it isn't considered to be highly essential for its complexity and takes around a year and 6 months to be completely implemented.
- Disadvantages of Communication technology is that it will result in job unemployment through outsourcing, downsizing and redundancies.
- The privacy of people can be compromised by people hacking into phone signal interceptions causing people to be trouble about their private information.
- Due to technology being improved almost everyday, this is causing job security to have problems, meaning that the IT experts are continuously learning to keep up with every change.
3 tools
The advantages and disadvantages of Microsoft RDCMan, Ultimate Boot CD and VirtualBox.
Advantages
- The advantage of Microsoft RDCMan is that the user is able to manage a group of connections in one place and find them easily using the search function
- The advantage of Ultimate Boot CD is that it can help people diagnose any problems with the computer's hardware like the CPU, RAM, hard disks and graphic cards
- advantages of VirtualBox is that it is lightweight so that installation and usage is quite easy
- it is powerful
- control the users resources more effectively
Disadvantages
- The disadvantage is that a reliable network is required to run Microsoft RDCMan
- The disadvantage of VirtualBox is that is it less efficient then an actual machine as they access hardware indirectly
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