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    IT Systems Support Week 3

    Unit 3 – Discussion Board

    Within the Discussion Board area, write 400–600 words that respond to the following questions with your thoughts, ideas, and comments. This will be the foundation for future discussions by your classmates. Be substantive and clear, and use examples to reinforce your ideas:

    You manager has asked you about a phone-based support system. You want to be prepared to discuss the pros and cons, but you want to make sure you know and understand the various solutions available. Discuss at least 3 different phone-based solutions that can be used in a call center for a help desk.

    In addition to describing the various solutions, discuss the pros and cons of each.

    Unit 3 – Individual Project

    • Deliverable Length:  2–3 pages of material in the Key Assignment template section titled “IT Systems Support”
    • Description: 

      You have convinced the management team that a phone-based solution is not the most appropriate solution. Your recommendation is to set up a self-service-based support environment. Take this opportunity to prepare a report for the management team describing what self-service support entails and how a Web-based solution can be implemented to meet the request. Include a discussion about the tools that are available with Web-based support and how real-time assistance differs from delayed assistance and is implemented in a Web-based solution.

      Also, as a very important tool involved in any help desk environment, but arguably more important in a self-service support environment, describe what a knowledge base is and how it plays an integral part in any help desk application.

      Add the discussion about self-service applications, tools available in Web-based solutions, real-time and delayed assistance, and how important a knowledge base is in the help desk environment to the section titled IT Systems Support. Name the document IT225_<First and Last Name>_IP3.doc.

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