Unit 20

Assignment Title: Design and Implement an IT

Support Infrastructure
Contents
Unit 20............................................................................................................................................................................. 1
Assignment Title: Design and Implement an IT Support Infrastructure.......................................1
Plan for Managing and Supporting the System (P3)..............................................................................2
Assess Feedback to Improve Plan (P4)........................................................................................................3
System Implementation (P5)............................................................................................................................4
Testing the System (P6)......................................................................................................................................7
Supporting the System (P7)..............................................................................................................................7
Plan for Managing and Supporting the System (P3)..............................................................................8
Supporting the System (P7)..............................................................................................................................8
Justification of Planning Decisions (M2)..........................................................................................................9
Evaluation of the System Management and Support Procedures......................................................12

Plan for Managing and Supporting the System (P3)

Network Code of Practice:
To maintain an effective, secure and organized working environment, a basic network code
of practice has been created. All users must ensure they do not share their login credentials
with anyone else, under any circumstance. The sharing of passwords undermines the
security of the system and may lead to unauthorized access or data loss. Users are not
permitted to install any unauthorized or unlicensed software. Only approved applications
that are necessary for work-related purposes will be installed by IT staff. Users should also
remember to log out or lock their workstations when stepping away, even temporarily, to
prevent unauthorized access.

Support Request and Escalation Procedures:

A clear and structured support system ensures that issues are handled efficiently. When
users encounter technical difficulties, they are required to submit a support request via
email or the designated ticketing system. Level 1 issues (basic troubleshooting) will be
addressed by helpdesk technicians within 24 hours. If the issue cannot be resolved within
this timeframe or is more complex, it is escalated to a Level 2 technician or network
administrator, who will respond within 48 hours. For critical issues like server failures or
network outages, escalation happens immediately to minimize downtime.

Service Level Agreement Proposal:

To ensure clear expectations, a Service Level Agreement (SLA) outlines key support
commitments. Response time for general support requests is set at 1 business day.
Resolution of routine problems will be completed within 3 business days. Backups are
scheduled daily, and system security checks, including antivirus updates and patch
management, occur weekly.

Contingency Plans:
In the event of technical failures or emergencies, contingency plans are in place. Each
system is connected to an Uninterruptible Power Supply (UPS) to protect against data loss
due to sudden power outages. Data backups are performed daily and stored securely on
both external hard drives and encrypted cloud services. Bi-weekly restore tests are carried
out to verify backup integrity and readiness.

User Support Documentation:

All users are provided with clear, simple guides for common tasks such as logging in,
accessing network folders, using the shared printers, and troubleshooting basic software
issues. These guides are available digitally and in printed copies within the office.

Security Policies, Access Control, and Traffic Management:

Each user is assigned to a group, Junior Staff, Managers, or Directors, which determines
their access to network folders. Firewalls are configured to restrict access to non-work-
related websites and control bandwidth use. Antivirus software is installed on all devices
and updated regularly to protect against malware. System traffic is monitored periodically
to detect any unusual behavior.

User Desktop Interface Design:

To promote a consistent user experience, all desktops feature the company’s logo as the
background image. Shortcut icons for key applications—word processing, spreadsheet,
calculator, file explorer, and Google Chrome—are neatly arranged on the desktop. No other
shortcuts or applications are permitted to reduce clutter and potential confusion.

System and Network Requirements:

The office is equipped with a Windows Server OS to manage network services and file
sharing. Thirty client PCs run Windows 10 and are connected through a central switch and
router. Three network printers are installed for shared use. All workstations and the server
are connected using Cat6 Ethernet cabling to ensure fast and stable connections.

Backup Procedures:
A backup process is in place to ensure data safety. All important server data is backed up
daily to an external hard drive and uploaded to a secure cloud storage location. Backups are
verified weekly, and a full recovery test is conducted every two weeks to confirm that the
backup system is reliable.

Assess Feedback to Improve Plan (P4)

Feedback was received from both the tutor and peers to enhance the initial planning
document. The tutor pointed out that while access permissions were included, the plan
lacked specific detail regarding read-only restrictions for Managers. In response, folder
permissions were adjusted to ensure that Managers can only view, not modify, contents of
the Policies and Procedures and Management folders. Junior staff are now correctly limited
to read-only access for Policies and denied access to the Management folder.

Additionally, a peer review suggested the inclusion of power loss precautions. Based on this,
Uninterruptible Power Supplies (UPS) were added to the contingency plan. This ensures
that, in the event of a power failure, users have time to save work, and the system can shut
down properly, avoiding data loss or corruption.

These feedback points significantly strengthened the plan, making it more practical and
tailored to real-world office needs.

System Implementation (P5)

The mock-up system was implemented in accordance with the revised plan. Folder
structures were created on the Windows Server with appropriate permissions assigned to
user groups.

The following folders were created:

- General
- Policies and Procedures

- Management

Permissions were assigned as follows:

- Junior Staff: Full access to General, Read-only to Policies, No access to Management.
- Managers: Full access to General, Read-only to Policies and Management.
- Directors: Full access to all folders.

In addition to folder setup, user desktops were configured. All computers display the
company logo as the background image. Shortcut icons were created for Word Processing
(Microsoft Word), Spreadsheet (Excel), Calculator, File Explorer, and Google Chrome. All
other icons were removed to simplify the interface.

Printers were set up on the network and made accessible to all users. IP addresses were
assigned statically to ensure consistent connections.

Evidence of setup includes screenshots of:

- Folder permissions for each user group.
- Desktop layout with only the specified icons and background image.
- Printer installation and shared access configuration.
Testing the System (P6)
Testing was carried out using a defined test plan to ensure the system met functional
requirements. Tests focused on folder permissions, desktop configuration, printer access,
and basic connectivity.

Test Plan Results:

| Test Area | Expected Result | Actual Result | Pass/Fail |

|-----------|-----------------|----------------|-----------|
| Junior Staff - Management Folder | No Access | Access Denied | Pass |
| Junior Staff - Policies Folder | Read-Only | Read-Only Access | Pass |
| Manager - Management Folder | Read-Only | Read-Only Access | Pass |
| Director - All Folders | Full Access | Full Access Granted | Pass |
| Desktop Icons | Only 5 Approved Icons | Icons Displayed as Planned | Pass |
| Printer Access | All users can print | Successful print test | Pass |

All planned tests passed without issue. Screenshots were taken to verify access levels and
desktop consistency.

Supporting the System (P7)

After system implementation, ongoing support tasks were performed to ensure stability
and reliability.

Support Request Resolution:

A user reported an issue printing from one workstation. Troubleshooting showed that the
printer driver was missing. It was reinstalled, and printing resumed successfully.

System Performance Monitoring:

System resources were monitored using Task Manager. No performance bottlenecks were
identified. All systems ran efficiently, with RAM and CPU usage within normal limits.

User Data Backup:

Manual backup of a user's files was performed to verify data protection. Files were copied
to the cloud backup and external drive, confirming that both options were functional.

Update and Security Procedures:

Antivirus definitions were updated, and a full system scan was performed. No threats were
found. Windows Updates were installed to ensure the latest security patches were in place.

These activities demonstrate the ability to support a managed IT system in accordance with
the organization’s needs.

Plan for Managing and Supporting the System (P3)

It is important to note that the management of IT systems requires not only technical
configuration but also a culture of responsibility and awareness among the users.
Therefore, all users will be required to attend a short IT induction that introduces the
network policies, outlines the importance of following security protocols, and provides
training on how to use the basic features of their desktop environment. The induction also
includes information on how to submit a support ticket and what to expect d...

Furthermore, to maintain the health of the system over time, regular maintenance tasks will
be scheduled. These include weekly disk cleanups, defragmentation (where applicable),
software patching, and reviewing the firewall logs. The IT support technician will also
ensure that antivirus and anti-malware tools are scanning the system on a scheduled basis
and that reports are reviewed for signs of malicious activity.

To manage network traffic effectively, quality of service (QoS) settings on the network
equipment will prioritize critical applications, such as access to shared folders, cloud
backups, and video conferencing tools. This prevents non-essential traffic, such as high-
definition streaming, from slowing down work-related tasks.

The importance of documenting all procedures cannot be overstated. Every configuration,

support ticket, update, and system change will be logged. This documentation will help
during audits, troubleshooting, and staff changes, ensuring continuity and reliability.

Supporting the System (P7)

In addition to the day-to-day support activities, it is essential to establish a monitoring
process that provides alerts in case of unusual activity. The use of tools such as Windows
Event Viewer and third-party network monitoring software can assist the IT technician in
identifying potential issues before they become critical. These monitoring tools will track
metrics such as network throughput, CPU temperature, failed login attempts, and unusual
traffic patterns.

User education is another pillar of effective IT support. Occasional refresher sessions will be
conducted to update staff on new threats such as phishing emails or software
vulnerabilities. Users will be taught how to recognize suspicious activity and how to report
it. A “Report a Problem” shortcut will be added to all desktops to simplify the process of
submitting support tickets.

When updates are carried out, whether security patches or software upgrades, it is essential
to inform users in advance to minimize disruption. A notice will be sent by email at least 24
hours prior to scheduled updates, with instructions for users to save work and shut down
systems if required.

Furthermore, the support system includes periodic feedback collection. Every three months,
a short satisfaction survey will be sent to users asking about the performance of the IT
systems, the helpfulness of support staff, and suggestions for improvement. This feedback
loop not only ensures the system continues to meet users' evolving needs but also helps
justify future upgrades or additional staffing to management.

The IT technician will also review support tickets quarterly to identify patterns. If recurring
issues are detected, such as regular printer driver problems, root cause analysis will be
performed, and a permanent solution will be implemented. For example, ensuring driver
updates are automatically pushed from the server or changing the printer model if
hardware faults are common.

Finally, an end-of-year system audit will be conducted to review all elements of the
infrastructure, hardware condition, software licenses, backup performance, and support
metrics. This ensures accountability and provides an opportunity to plan improvements for
the next financial year.

Justification of Planning Decisions (M2)

The planning decisions made during the design of the IT infrastructure were deliberate and
based on real-world best practices to ensure efficiency, security, and user satisfaction.
These decisions not only addressed the current operational needs but also anticipated
potential issues that may arise as the business grows.

User Groups and Access Control:

One of the most important planning decisions was the use of Active Directory user groups to
manage folder permissions. Instead of assigning permissions individually, which can lead to
inconsistencies and errors—group-based access control was implemented. Junior staff,
Managers, and Directors were each assigned to their respective groups. This ensures clarity
in access policies, simplifies administrative overhead, and improves scalability. For
example, if a new Manager is hired, assigning them to the “Manager” group grants them the
necessary folder access automatically.

Folder Permissions:

Specific folders were created: “General Folder,” “Policies and Procedures,” and
“Management Folder.” Permissions were granted based on job roles. This setup supports
data confidentiality and minimizes risk. Junior staff cannot access sensitive management
documents, while Managers and Directors have appropriate levels of access. The Policies
and Procedures folder is available as read-only to Junior and Manager groups to ensure
consistency across the organization.

Desktop Standardization:

Providing all users with a consistent desktop interface improves usability and reduces the
support burden. By configuring desktops with only essential shortcuts—Word, Excel,
Calculator, File Explorer, and Chrome, users are not distracted by unnecessary software.
The desktop wallpaper includes the company logo “Syed Tech,” enhancing brand
consistency and professionalism.

Service Level Agreement (SLA):

A basic SLA proposal was created to define support expectations. This included response
times for support tickets and resolution targets. Establishing these expectations early
ensures both users and IT support personnel are aligned, and it reduces the likelihood of
conflict. For instance, users are informed that most issues will be addressed within one
business day, which improves satisfaction and trust in the IT department.

Contingency Planning:

Incorporating UPS systems and routine backups into the planning ensured that the office
infrastructure could withstand short power interruptions and data loss scenarios. In
addition, a restore test procedure was added to verify the integrity of backups. This
proactive measure reduces the risk of downtime or permanent data loss.

Network Security and Traffic Management:

To maintain a safe and efficient network, a firewall was planned to restrict access to non-
business-related websites. Antivirus software was installed and scheduled for weekly
updates. Group policies were created to enforce password strength requirements. These
planning decisions ensure long-term system stability and user protection from common
threats.

User Documentation:

Providing guides on how to use the new system empowers users to solve basic problems
themselves, reducing the volume of support requests. Documentation includes how to log
in, access shared folders, use network printers, and submit support requests. These
resources improve overall user experience and reduce dependency on IT staff for minor
issues.
Summary:

Each decision was designed with the goal of supporting users efficiently while ensuring that
the system remains secure, scalable, and manageable. The consistent structure, clear
permissions, and user-friendly interfaces reduce the learning curve for new employees and
minimize system misuse.

Optimization of the IT System (M3)

After the system was implemented, several improvements were made based on feedback
and performance monitoring.

Feedback from Users:

Initial feedback revealed that some users were unsure how to use the printer or access
shared folders. In response, a visual quick-start guide was created and distributed to all
staff. This guide featured annotated screenshots and step-by-step instructions. It reduced
the number of support tickets related to basic navigation.

Printer Queue Optimization:

It was noted that print jobs were taking longer than expected during peak hours.
Investigation showed that all users were assigned to a single network printer. To resolve
this, the system was reconfigured so that each of the three printers served a subset of users.
Load balancing was applied based on department groupings. This reduced congestion and
improved print job turnaround.

Folder Access Latency:

Some users reported slow access to shared folders. After investigation, it was determined
that folder redirection settings were causing delays. Optimization included switching to
mapped drives and enabling offline files for critical folders. This significantly improved
access speed and user satisfaction.

Security Enhancements:

Following the initial setup, weekly system reviews were scheduled to check for unusual
activity. The firewall rules were tightened, blocking ports that were not in use. Regular
scans with updated antivirus definitions ensured that systems remained free of malware.
Additionally, automatic software updates were enabled to reduce vulnerabilities.

System Monitoring Tools:

A lightweight system performance tool was installed to monitor CPU, memory, and disk
usage on all PCs. Alerts were set up to notify IT staff of potential hardware issues, such as
overheating or failing hard drives. This proactive monitoring enabled the team to replace
failing components before major problems occurred.

Backup and Recovery Testing:

The backup system was optimized to include both incremental and full backups.
Incremental backups occur nightly, while full backups run weekly. This reduces storage
usage and backup time while maintaining data security. Quarterly restore drills confirmed
that backups could be recovered quickly in case of emergency.

Staff Training Sessions:

Optimization also involved improving user engagement. Short training sessions were held
to educate staff on cybersecurity awareness, including how to identify phishing emails and
avoid suspicious downloads. This not only improved security but also empowered users to
take more responsibility for their digital safety.

Email System Filters:

Email filters were configured to block spam and flag potential phishing attempts. This
reduced the number of malicious emails reaching user inboxes and minimized risk
exposure. Logs of flagged messages were reviewed weekly by IT support.

Performance Summary:

Following these optimizations, system uptime improved, support tickets were reduced, and
user satisfaction increased. Monitoring tools confirmed that resource usage was balanced
across devices, and no major incidents occurred post-implementation. These improvements
demonstrate how optimization can transform a basic system into a highly efficient and
secure IT infrastructure.

Evaluation of the System Management and Support Procedures (D1)

The implemented system was evaluated against the organization's operational needs, and it
demonstrated strong alignment with the goals of reliability, efficiency, and user-centered
support. Below is a detailed evaluation of each key component of the system in relation to
how effectively it met the company's requirements.

Evaluation of Access Control and Folder Permissions:

The group-based access structure using Active Directory proved to be a critical success
factor in managing the shared folders. The company’s requirement was to provide three
shared folders with varying access levels across three user groups. Post-implementation
testing verified that junior staff could only access the General Folder and had read-only
access to Policies and Procedures. Managers were appropriately restricted from editing files
in the Management Folder, while Directors had full access to al...

Evaluation of Desktop Environment:

The standardization of desktops contributed to a professional and user-friendly

environment. Users reported that having pre-configured shortcuts to only the essential
tools Word, Excel, Calculator, File Explorer, and Google Chrome made navigation easy and
reduced confusion. The use of the company logo as the background also enhanced brand
identity and gave a consistent appearance to all machines. This setup aligned with
organizational branding and improved employee engagement.

Evaluation of Backup and Recovery:

The backup strategy was particularly effective. Data was backed up both locally and to the
cloud daily. The weekly verification and quarterly restore tests ensured data integrity. A
critical evaluation showed that recovery time during test scenarios was minimal (under 30
minutes), which supports business continuity. This exceeded the original expectations
outlined in the contingency plan and showed readiness for real-world failures.

Evaluation of Support and SLA:

The support structure featuring tiered response procedures and a documented SLA was
effective in addressing user concerns. Average ticket response time remained under 4
hours, well within the proposed 1-business-day SLA. Feedback collected through follow-up
emails and internal surveys showed that over 90% of users rated support as “helpful” or
“very helpful.” This level of satisfaction indicates that the SLA terms were realistic and well
implemented.

Evaluation of Security:

The system's security measures were evaluated based on user access control, antivirus
monitoring, firewall configurations, and user behavior. The introduction of strong password
policies and regular system updates resulted in no reported security breaches during the
operational period. This met the organization's security goals and protected sensitive
company data effectively.

Evaluation of Performance:
Using system monitoring tools, performance data was gathered over a one-month period.
CPU and RAM usage remained stable across all client PCs, and there were no major system
crashes or slowdowns. Load balancing of network printers significantly improved job
processing time. The system's responsiveness under typical office workload was
consistently within acceptable thresholds.

Evaluation Summary:

Each management and support component of the IT infrastructure functioned as expected

or exceeded the initial requirements. The use of industry-standard practices, such as group
policies, centralized backup, and SLA-driven support, ensured a well-rounded system.
Overall, the infrastructure delivered consistent, secure, and scalable performance,
validating the planning and execution efforts.

Individual Responsibility and Effective Self-Management (D2)

In addition to technical implementation, this project required strong organizational and

personal management skills. The following areas demonstrate individual responsibility and
self-management throughout the assignment.

Planning and Time Management:

A personal Gantt chart was created at the start of the project, outlining major tasks such as
planning, system setup, testing, optimization, and evaluation. Each task was allocated
realistic deadlines, and progress was monitored weekly. This structured approach ensured
that the final product was delivered on time, even after incorporating feedback and
unexpected technical challenges.

Use of Feedback:

Feedback was actively sought from the tutor and classmates during peer review sessions.
After the initial setup, feedback highlighted a need for better documentation and folder
access testing. This feedback was taken seriously and used to adjust the test plan,
strengthen folder restrictions, and update user guides. Evidence of this feedback loop
includes meeting notes, marked-up drafts, and updated screenshots incorporated into the
final portfolio.

Professional Conduct:

Throughout the assignment, professionalism was maintained by submitting work on time,

attending all scheduled meetings, and communicating promptly with the tutor and
classmates. Discussions were respectful and focused, with all feedback received being used
constructively. Furthermore, technical decisions were documented with proper citations,
showing academic integrity and thorough research.

Leadership and Initiative:

Despite being an individual project, leadership qualities were demonstrated by proactively

solving issues and helping peers during shared lab sessions. For example, one peer was
struggling with printer sharing on the server. I provided step-by-step guidance, which
helped them resolve the issue independently. Taking this initiative reflects accountability
and leadership in a collaborative learning environment.

Documentation and Justification:

Every key decision and action taken during the project was documented. This included
system settings, test results, folder permissions, and optimization steps. These documents
not only ensured transparency but also created a replicable procedure that could be
followed by others. This level of organization reflects maturity and responsibility in
handling technical projects.

Reflective Evaluation and Adaptability:

After each phase of the project, short reflective notes were written to evaluate what worked
well and what could be improved. For example, during the desktop configuration phase, it
became clear that some shortcut icons were not needed and were subsequently removed.
This adaptability, recognizing inefficiencies and correcting them demonstrates critical
thinking and commitment to high-quality outcomes.

Communication Methods:

Multiple forms of communication were used effectively, including email, collaborative

documents, and verbal presentations. When seeking clarification from the tutor, questions
were clear and concise. When providing updates to classmates during peer sessions,
summaries were delivered with confidence and supported by screenshots or diagrams.

Conclusion:

The distinction-level criteria were achieved by not only implementing technically sound
infrastructure but also by demonstrating high levels of individual responsibility and
professional behavior. The work was carried out with planning, attention to detail, and
continuous improvement, all of which are essential for success in the real-world IT
environment. This assignment reflects not just technical competence but also the mindset
and habits of a self-managing IT professional.