IT 202 Project Two Knowledge Base Document Template. And IT 212 Milestone Two Instruction

IT 202 Project Two Knowledge Base Document Template

Complete this template by replacing the bracketed text with the relevant information. Repeat these steps for each user problem that you want to create a knowledge base document for.

Gather Information

[Insert text]

Identify What Has Changed

[Insert text]

Create a Hypothesis

[Insert text]

Determine the Appropriate Fix

[Insert text]

Implement the Fix

[Insert text]

Ensure Satisfaction

[Insert text]

Document the Solution

[Insert text]

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IT 202 Project Two Milestone Guidelines and Rubric

Overview

You are an IT support specialist at a help desk for a large company. Recently, the company created a knowledge base that IT support specialists can refer to when a user calls in with technology issues. The knowledge base has been helpful because the help desk receives many tickets and calls for what turn out to be the same issues. When IT support specialists have documents to refer to during a call or the review of a ticket, the knowledge base increases efficiencies and provides users with more consistent and higher quality support.

As an IT support specialist at the company’s help desk, your project is to create documentation that will be added to the company’s knowledge base. This document will speak to the issues that users have experienced frequently within the past 30 days. To complete this activity, review the five ticket submissions. Then you will use your troubleshooting skills to assess the underlying causes of the users’ reported issues and how they should be resolved.

Prompt

Troubleshooting Process: Create a document that explains what you would do for the first five steps of the troubleshooting process to resolve the issue stated in each ticket.

1. The first step in the troubleshooting process is to  gather information. Explain how you would identify the problems that users most commonly experience and call the IT help desk for, given the scenario.

· To explain how you would identify the problems, you might want to write what questions you would ask to gather the information you need to troubleshoot successfully.

2. Since the second step of the troubleshooting process is to  identify what has changed, explain how you would identify what may have changed in the system that may have caused the problems, based on the computing issue.

3. Create a hypothesis of what you think the probable causes for the issues are, based on the information gathered in the first step. You may want to come up with several hypotheses.

4. Although you are not physically going to  determine the appropriate fix by testing your hypotheses, explain how you would test your hypotheses as a part of the troubleshooting process. You will also want to account for possible ramifications that you could cause by fixing the issue based on your hypotheses.

5. Explain how you would  implement the fix to verify the cause of the problem if you were the IT support specialist assisting users at the time.

· In some cases, it could be that the IT support specialist had already implemented the fix; explain if you would have handled it similarly or differently.

Supporting Materials

The following resources support your work on the project:

Reading:  Five Tickets Before starting your project, review the ticket submissions from the last 30 days to determine the common technical issues that users are experiencing.

Template:  Knowledge Base Document Template

What to Submit

To complete this activity, you must upload a Word document that highlights the first five steps of the troubleshooting process for all five tickets. You will be graded on your troubleshooting skills for all five tickets in one grade.

IT 212 Milestone Two Guidelines and Rubric

Overview

The final project for this course is due in Module Seven and is the creation of a report for a potential new office of the advertising firm described in Milestone One. To help you complete the project, you will complete two milestones that will be key sections of the final project.

In Module Three, you submitted Milestone One, where you composed the first and second sections of the project: the introduction and the section on local area network (LAN) topology. In Milestone Two, you will continue your work toward the final project by composing the next two sections of the final project.

In Milestone Two, you will also need to review the scenario described in  Milestone One  and the  requirements for the final project . Consider the critical parts that your final project should include and study the rubric that will be used to assess your work.

Here is the focus for the final project:

· How would you approach setting up the network at the new location in Fayetteville, NC?

· What considerations are key in informing the systems and resources necessary to meet the organization’s needs and support the business goals and objectives?

Keep in mind, however, that your work for Milestone Two involves only sections III and IV of the final project. Therefore, for Milestone Two, the main goal of your report is as follows:

· Explain key considerations for identifying an internet service provider for the new location and recommend the appropriate provider to match the business case.

· Address considerations and make recommendations regarding hardware and software selection, printer configurations, and bandwidth that address business needs.

· Illustrate these considerations graphically in a network diagram (using Word, Draw.io, Visio, or Lucidchart).

Prompt

I. Internet Service Provider: This section is based on research into actual providers at the new office location.

A. Explain key considerations for identifying an internet service provider for the new location.

B. Compare at least two internet providers available on the basis of speed, security, and reliability.

· Be sure to address how these specifics would impact business goals and objectives.

C. Based on your analysis, determine the appropriate internet provider for this location to meet the business goals and objectives. Be sure to explain your reasoning.

II. Additional Configurations: In this section, you will address the accompanying considerations for the network based on the needs of the new office location.

A. Identify  hardware and software solutions to meet the needs of the new office location. Be sure to explain your reasoning.

B. Identify a  printer configuration solution to meet the distance printing needs of the new office location.

· This could include such printer configuration considerations as tracking devices, automating driver distribution, and controlling access.

C. Identify  bandwidth and device solutions to meet the teleconferencing needs of the new office location. Be sure to explain your reasoning.

III. Network Diagram

A. Include a network diagram that illustrates the recommended technical network configuration of the hardware and software, taking into account the recommended LAN topology from Milestone One. Use a diagramming tool of your choice.

· The diagram should identify the relationships between:

· Subnets

· Network objects and devices

· Routing protocols and domains

· Traffic flow and network segments

B. Paste the diagram into the final Word document, rather than submitting a native file from your chosen drawing application.

The following resources support the diagram work on the project:

Microsoft: Add a Drawing to a Document As part of your proposal, you need to include a diagram. This document provides step-by-step instructions for creating drawings using the tools available through Microsoft Office. You do not have to use Microsoft Office to create the diagram, but it is an option.

draw.io—Quick Start Video  (1:35) If you decide not to use Microsoft to create your diagram, you have the option to use draw.io. This video provides a demonstration of the tools and capabilities of draw.io.

Visio 2016 You can also choose to use Visio to create your diagram. This tutorial includes information that may be helpful to you when creating your diagram.

· Students may obtain discounted, often free, Microsoft software through the  Microsoft Azure Dev Tools for Teaching  program. Review  these Microsoft Azure guidelines  for information on accessing your software. If you have trouble downloading and installing the software, contact the Help Desk.

Getting Started in Lucidchart: The Basics Lucidchart is another application for creating a diagram. This resource shows you how to use Lucidchart to create diagrams.

What to Submit

Your work must be submitted as a 1- to 2-page Microsoft Word document with double spacing, 12-point Times New Roman font, one-inch margins, and APA formatting. Remember to copy and paste your diagram into this document instead of submitting a separate file for your diagram.