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Ethiopian TVET System: LG Code

This document provides guidance on documenting IT support requests and responses. It contains instructions on creating a software support log using a spreadsheet or database with appropriate fields. Examples of support requests are given and steps are outlined to record client details, determine the problem, assign priority, provide support, document the steps taken, and obtain feedback to update records. The document is intended to teach trainees how to properly document and track IT support work for future reference.

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Fitawu Tekola
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© © All Rights Reserved
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457 views6 pages

Ethiopian TVET System: LG Code

This document provides guidance on documenting IT support requests and responses. It contains instructions on creating a software support log using a spreadsheet or database with appropriate fields. Examples of support requests are given and steps are outlined to record client details, determine the problem, assign priority, provide support, document the steps taken, and obtain feedback to update records. The document is intended to teach trainees how to properly document and track IT support work for future reference.

Uploaded by

Fitawu Tekola
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Ethiopian TVET System

Training, Teaching and Learning Material Entoto TVET College

Ethiopian TVET System

Unit of Competence:
Module Title:
Module Code:

LG Code:
TTLM Code:

LO2- providing support and support log


0 Page

Prepared by: IT department May, 2004 E.C


Ethiopian TVET System
Training, Teaching and Learning Material Entoto TVET College
Introduction LO2- providing support and support log
This learning guide is developed to provide you the necessary information regarding the
following content coverage and topics –
Creating software support log
Documenting requests for support by clients into the support logbook
Researching existing support logbook records
Providing support to client
Documenting support given to client
Obtaining feedback from client on support given and update records accordingly

This guide will also assist you to attain the learning outcome stated in the cover page.
Specifically, upon completion of this Learning Guide, you will be able to –
Create software support log
Document requests for support by clients into the support logbook
Research existing support logbook records
Provide support to client
Document support given to client
Obtain feedback from client on support given and update records accordingly

Learning Activities

1. Read the specific objectives of this Learning Guide.


2. Read the information written in the “Information Sheets # 1”. Try to understand what are being
discussed. Ask your teacher for assistance if you have hard time understanding them.
3. Accomplish the “Self-check ” in page 3.
4. If you earned a satisfactory evaluation proceed to “Information Sheet 2”. However, if your rating is
unsatisfactory, see your teacher for further instructions or go back to Learning Activity #2.
5. Submit your accomplished Self-check. This will form part of your training portfolio.
6. Read the information written in the “Information Sheet 2”.
7. Accomplish the “Self-check” in page 6.
1 Page

Create software Support log using a spreadsheet or a database.


Information Sheet # 1

Prepared by: IT department May, 2004 E.C


Ethiopian TVET System
Training, Teaching and Learning Material Entoto TVET College
A support log can be created using different software, spreadsheet table or databases are some of the
simplest and most commonly used software.

 If a spreadsheet is used it should look something like the table shown below and in addition
to the logical data validation and formatting of appropriate cells, it should use a filter on the
"Topic area" column to enable a quick look up by other support desk operators on topics to
see how similar problems were dealt with before.

 If a database is used you should use fields similar to the items shown in the table below.
Only create the table with appropriate data validation, data validation text messages, text
length and other appropriate field settings in the database. It should also contain at least ONE
query to display all entries of a particular "Topic" to enable a quick look up by other support
desk operators.
 
Support Logbook
Log Date- Name Address Problem Department Priority Advice Action Date-Time Client
ID Time of of determined offered taken issue Feedback
logged client client resolved
                 
                 
2 Page

Document requests for support by clients in to the support logbook


Information Sheet # 2

Determine client identity


Prepared by: IT department May, 2004 E.C
Ethiopian TVET System
Training, Teaching and Learning Material Entoto TVET College
Client identity: an identity you assign for your clients. It enables you to identify your clients and
previous data on your logbook. This will help you to refer previous records (what requests you received
& what actions you take) easily. Therefore, when you record requests you have to assign/determine
identity to your client. Note: your client ID (identity) should be unique for each of your clients

Determine the problem


When you receive a request, you have to collect full information about the request (problem). To solve
a problem, first you have to identify what really the problem or case requested is. To do so, try to
collect the necessary information from your client. For example, the causes, time, symptom, etc.

Record client details, time of request, quick & concise identification of problem
Listed below are four different requests for help received by request form, by telephone and in person.
Record each into your Support Logbook

L01 by request form: Its 7:40 am and Roman Ayalew from accounts department is not able to
print over the network. She asks if you can show her how to install a network printer on a
network. Reports from her department need to be printed out next week.
L02 by telephone: Its 7:40 am and Dawit Solomon in the finance department has found Spider
solitaire (game) failed. He is in hurry to play game.
L03 by request form: Its 9:00 am and Mary wants to know how to add password protection to
some word processor documents to be sent to someone over the internet. These documents
have to be sent before the end of business hours today.
L04 in person: Its 1:00 pm and Tolera Gemechu client wants to know how to transfer pictures
from a digital camera into a computer. He needs to do this before the end of the today as the
camera needs to be passed onto someone else tonight.
Record priority of support to be given to clients and notify client
Give priority to the problems recorded based on emergency, time, type of problem, etc. it helps you
which should be done first, second, etc
Provide support to clients
3

After you receive request from your clients and record on your support logbook, it is time to provide
Page

solution for each problem.

Document support given to client

Prepared by: IT department May, 2004 E.C


Ethiopian TVET System
Training, Teaching and Learning Material Entoto TVET College
Every time you provide support to your clients, you should record your best practice this re cord is
known as Documentation. Documentation is used to make the technical know-how and product history
available. Record each step or procedure of best practice you follow in providing support.
Obtain feedback from client on support given and update records accordingly
You have to collect feedback from your clients how your client is satisfied on your support.
 
4Page

Self check # 1 Written test

Prepared by: IT department May, 2004 E.C


Ethiopian TVET System
Training, Teaching and Learning Material Entoto TVET College

1. Design an appropriate support logbook using MS-Excel and MS-Access.

2. Document at least 3 requests on your logbook.


5 Page

 Your teacher will evaluate your output either satisfactory or unsatisfactory. If unsatisfactory, your
teacher shall advice you on additional work. But if satisfactory, you can proceed to the next topic

Prepared by: IT department May, 2004 E.C

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