IT CHAPTER 14 SUMMARRY

Ndikum Bryan
[Company name] [Company address]
 CHAPTER 14: THE IT PROFESSIONAL

An IT professional must be familiar with the legal and ethical issues

that are inherent in this industry. There are privacy and confidentiality
concerns that you must take into consideration during every customer
encounter as you interact with customers in the field, in the office, or
over the phone. If you become a bench technician, although you
might not interact with customers directly, you will have access to
their private and confidential data. This chapter discusses some
common legal and ethical issues.
Call center technicians work exclusively over the phone with
customers. This chapter covers general call center procedures and the
process of working with customers.
As an IT professional, you will troubleshoot and fix computers, and
you will frequently communicate with customers and co-workers. In
fact, troubleshooting is as much about communicating with the
customer as it is about knowing how to fix a computer. In this
chapter, you learn to use good communication skills as confidently as
you use a screwdriver.
You will also learn about scripting to automate processes and tasks on
various operating systems. For example, a script file might be used to
automate the process of performing a backup of a customer’s data or
run a list of standard diagnostics on a broken computer. The script file
can save the technician a lot of time, especially when the same tasks
need to be performed on many different computers. You will learn
about scripting languages and some basic Windows and Linux script
commands. You will also learn key scripting terms like conditional
variables, conditional statements, and loops. You will perform a lab
writing very basic scripts.
Relationship Between Communication Skills and Troubleshooting

Think of a time when you had to call a repair person to get something
fixed. Did it feel like an emergency to you? Perhaps you had a bad
experience with a repair person. Are you likely to call that same
person to fix a problem again? What could that technician have done
differently in their communication with you? Did you have a good
experience with a repair person? Did that person listen to you as you
explained your problem and then ask you a few questions to get more
information? Are you likely to call that person to fix a problem again?
Speaking directly with the customer is usually the first step in
resolving the computer problem. To troubleshoot a computer, you
need to learn the details of the problem from the customer. Most
people who need a computer problem fixed are probably feeling some
stress. If you establish a good rapport with the customer, the customer
might relax a bit. A relaxed customer is more likely to be able to
provide the information that you need to determine the source of the
problem and then fix it.
Follow these guidelines to provide great customer service:

 Set and meet expectations, adhere to the agreed upon timeline,

and communicate the status with the customer.

 If necessary, offer different repair or replacement options.

 Provide documentation on the services provided.

 Follow up with customers and users after services are rendered to

verify their satisfaction.

Relationship Between Communication Skills and Professional

Behavior

 Whether you are talking with a customer on the phone or in

person, it is important to communicate well and to present
yourself professionally.
 If you are talking with a customer in person, that customer can
see your body language. If you are talking with a customer over
the phone, that customer can hear your tone and inflection.
Customers can also sense whether you are smiling when you are
speaking with them on the phone. Many call center technicians
use a mirror at their desk to monitor their facial expressions.
  Successful technicians control their own reactions and emotions
from one customer call to the next. A good rule for all
technicians to follow is that a new customer call means a fresh
start. Never carry your frustration from one call to the next.
Active Listening

 To better enable you to determine the customer’s problem,

practice active listening skills. Allow the customer to tell the
whole story. During the time that the customer is explaining the
problem, occasionally interject some small word or phrase, such
as “I understand,” “Yes,” “I see,” or “Okay.” This behavior lets
the customer know that you are there and that you are listening.
 However, a technician should not interrupt the customer to ask a
question or make a statement. This is rude, disrespectful, and
creates tension. Many times in a conversation, you might find
yourself thinking of what to say before the other person finishes
talking. When you do this, you are not actively listening.
Instead, listen carefully when your customers speak, and let
them finish their thoughts.
 You asked the customer to explain the problem to you. This is
known as an open-ended question. An open-ended question
rarely has a simple answer. Usually it involves information
about what the customer was doing, what they were trying to do,
and why they are frustrated.
 After you have listened to the customer explain the whole
problem, summarize what the customer has said. This helps
convince the customer that you have heard and understand the
situation. A good practice for clarification is to paraphrase the
customer’s explanation by beginning with the words, “Let me
see if I understand what you have told me.” This is a very
effective tool that demonstrates to the customer that you have
listened and that you understand.
 After you have assured the customer that you understand the
problem, you will probably have to ask some follow-up
questions. Make sure that these questions are pertinent. Do not
ask questions that the customer has already answered while
 describing the problem. Doing this only irritates the customer
and shows that you were not listening.
 Follow-up questions should be targeted, closed-ended questions
based on the information that you have already gathered.
Closed-ended questions should focus on obtaining specific
information. The customer should be able to answer a closed-
ended question with a simple “yes” or “no” or with a factual
response, such as “Windows 10.”
 Use all the information that you have gathered from the
customer to complete a work order.
Keeping the Customer Call Focused

Part of your job is to focus the customer during the phone call. When
you focus the customer on the problem, it allows you to control the
call. These practices make the best use of your time and the
customer’s time:

 Use proper language – Be clear and avoid technical language

that the customer might not understand.

 Listen and question – Listen carefully to the customer and let

them speak. Use open and closed ended questions to learn details
about the customer’s problem.

 Give feedback – Let the customer know that you understand the
problem and develop a friendly and positive conversational
manner.

Just as there are many different computer problems, there are many
different types of customers. By using active listening skills, you may
be given some hints as to what type of customer is on the phone with
you. Is this person very new to computers? Is the person very
knowledgeable about computers? Is your customer angry? Do not
take any comments personally, and do not retaliate with any
comments or criticism. If you stay calm with the customer, finding a
solution to the problem will remain the focal point of the call.
Recognizing certain customer traits can help you manage the call
accordingly.
The videos on the following pages will demonstrate strategies for
dealing with different types of difficult customers. The list is not
comprehensive, and often, a customer will display a combination of
traits. Each video contains a recording of a technician handling a
difficult customer type incorrectly, followed by a recording of the
same technician handling the customer professionally. A quiz is
embedded at the end of each example.
Documentation Overview

Different types of organizations have different operating procedures

and processes that govern business functions. Documentation is the
main way of communicating these processes and procedures to
employees, customers, suppliers, and others.
Purposes for documentation include:

 Providing descriptions for how products, software, and hardware

function through the use of diagrams, descriptions, manual pages
and knowledgebase articles.

 Standardizing procedures and practices so that they can be

repeated accurately in the future.

 Establishing rules and restrictions on the use of the organization’s

assets including acceptable use policies for internet, network, and
computer usage.

 Reducing confusion and mistakes saving time and resources.

 Complying with governmental or industry regulations.

 Training new employees or customers.

Keeping documentation up to date is just as important as creating it.

Updates to policies and procedures are inevitable, especially in the
constantly changing environment of information technology.
Establishing a standard timeframe for reviewing documents,
diagrams, and compliance policies ensures that the correct
information is available when it is needed.
Change Control Process

Controlling changes in an IT environment can be difficult. Changes

can be as minor as replacing a printer, or as important as upgrading all
the enterprise servers to the latest operating system version. Most
larger enterprises and organizations have change management
procedures in place to ensure that installations and upgrades go
smoothly,
A good change management process can prevent business functions
from being negatively impacted by the updates, upgrades,
replacements, and reconfigurations that are a normally part of IT
operations. Change management usually starts with a change request
from a stakeholder or from within the IT organization itself. Most
change management processes include the following:

 Identification - What is the change? Why is it needed? Who are

the stakeholders?

 Assessment - What business processes are impacted by this

change? What are the costs and resources necessary for
implementation? What risks are associated with making (or not
making) this change?

 Planning - How long will this change take to implement? Is there

downtime involved? What is the roll back or recovery process if
the change fails?

 Approval - Who must authorize this change? Has approval to

proceed with the change been obtained?

 Implementation - How are stakeholders notified? What are the

steps to complete the change, and how will the results be tested?
 Acceptance - What is the acceptance criteria and who is
responsible for accepting the results of the change?

 Documentation - What updates are required to change logs,

implementation steps, or IT documents because of this change?

All the results of the process are recorded on a change request or

change control document that becomes part of the IT documentation.
Some expensive or complex changes that impact necessary business
functions may require the approval of a change board or committee
before work can begin.
Documentation Overview

Different types of organizations have different operating procedures

and processes that govern business functions. Documentation is the
main way of communicating these processes and procedures to
employees, customers, suppliers, and others.
Purposes for documentation include:

 Providing descriptions for how products, software, and hardware

function through the use of diagrams, descriptions, manual pages
and knowledgebase articles.

 Standardizing procedures and practices so that they can be

repeated accurately in the future.

 Establishing rules and restrictions on the use of the organization’s

assets including acceptable use policies for internet, network, and
computer usage.

 Reducing confusion and mistakes saving time and resources.

 Complying with governmental or industry regulations.

 Training new employees or customers.

Keeping documentation up to date is just as important as creating it.

Updates to policies and procedures are inevitable, especially in the
constantly changing environment of information technology.
Establishing a standard timeframe for reviewing documents,
diagrams, and compliance policies ensures that the correct
information is available when it is needed.
Ethical and Legal Considerations in IT

When you are working with customers and their equipment, there are
some general ethical customs and legal rules that you should observe.
These customs and rules often overlap.
You should always have respect for your customers, as well as for
their property. Computers and monitors are property, but property
also includes any information or data that might be accessible, for
example:

 Emails

 Phone lists and contact lists

 Records or data on the computer

 Hard copies of files, information, or data left on a desk

Before accessing computer accounts, including the administrator

account, get the permission of the customer. During the
troubleshooting process, you might have gathered some private
information, such as usernames and passwords. If you document this
type of private information, you must keep it confidential. Divulging
customer information to anyone else is not only unethical but might
be illegal. Do not send unsolicited messages to a customer. Do not
send unsolicited mass mailings or chain letters to customers. Never
send forged or anonymous emails. Legal details of customer
information are usually covered under the service-level agreement
(SLA). The SLA is a contract between a customer and a service
provider that defines the service or goods the customer will receive
and the standards to which the provider must comply.
Personal Identifiable Information (PII)
Take particular care to keep personally identifiable information (PII)
confidential. PII is any data that could potentially identify a specific
individual. NIST Special Publication 800-122 defines PII as, “any
information about an individual maintained by an agency, including
(1) any information that can be used to distinguish or trace an
individual‘s identity, such as name, social security number, date and
place of birth, mother‘s maiden name, or biometric records; and (2)
any other information that is linked or linkable to an individual, such
as medical, educational, financial, and employment information”.
Examples of PII include, but are not limited to:

 Names, such as full name, maiden name, mother‘s maiden name,

or alias

 Personal identification numbers, such as social security number

(SSN), passport number, driver‘s license number, taxpayer
identification number, or financial account or credit card number,
address information, such as street address or email address

 Personal characteristics, including photographic images

(especially of the face or other identifying characteristics),
fingerprints, handwriting, or other biometric data (e.g., retina
scan, voice signature, facial geometry)

PII violations are regulated by several organizations in the United

States, depending on the type of data. The EU General Data
Protection Regulation (GDPR) also regulates how data is handled for
personal data, including financial and healthcare information. To learn
more about GDPR visit www.eugdpr.org.