Unit 12: Technical Support and Management

Student

Institution

Professor

Course

Date
 Unit 12: Technical Support and Management

Planning IT Support for Online Business Startup

Incident Response:

1. Incident Categories

 Hardware Issues

 Software Glitches

 Network Connectivity

 Security Breaches

2. Response Time Targets

 Critical Issues: Within 1 hour

 Significant Issues: Within 4 hours

 Minor Issues: Within 24 hours

3. Escalation Procedures

 Internal IT team

 External IT support provider

 Vendor support

4. Incident Reporting:

 Online ticketing system

 Weekly incident reports to management

Disaster Recovery

1. Regular Backups:

 Daily backups of critical data

 Weekly backups stored offsite

 2. Emergency Procedures:

 Documented recovery plan

 Bi-annual drills for staff readiness

3. Alternate Work Locations:

 Identify backup office space

 Cloud-based collaboration tools

Capacity Planning:

1. Regular Assessments:

 Monitor system performance

 Predict future capacity needs

2. Scalability:

 Choose scalable hardware and software

 Plan for growth in user numbers

3. Regular Updates:

 Keep software and hardware up to date

 Plan for technology advancements

Sustainability and Environmental Waste Planning:

1. Energy Efficiency

 Choose energy-efficient hardware

 Implement power-saving policies

2. Waste Reduction

 Recycle old equipment

 Promote paperless practices

Security Measures

1. Firewall and Antivirus:

 Robust firewall protection

 Regular antivirus updates

2. Employee Training

 Conduct regular security awareness training

 Enforce strong password policies

Floor Layout

 Open office layout for collaboration

 Centralized IT equipment hub

 Perimeter cabling for easy maintenance

 Printers strategically placed for access

Plan Review

 Conducted review with IT experts and management

 Feedback incorporated for clarity and specificity

 Emphasis on user-friendly language

Justification of Choices

 Incident response tailored to business needs

 Disaster recovery ensures minimal downtime

 Capacity planning for future scalability

 Sustainability aligns with modern business values

 Robust security measures to protect critical data

Evaluation
 Positive feedback on clarity and completeness

 Suggestions for additional cybersecurity measures considered

 Acknowledged the importance of regular plan reviews