Podcast
Questions and Answers
Digital support services only include managing physical hardware.
Digital support services only include managing physical hardware.
False (B)
Providing IT support involves fixing issues and offering training in software use.
Providing IT support involves fixing issues and offering training in software use.
True (A)
Penetration testing is a form of digital support service in cyber security.
Penetration testing is a form of digital support service in cyber security.
True (A)
Digital infrastructure support services focus solely on user training.
Digital infrastructure support services focus solely on user training.
An infrastructure technician should have knowledge of firewalls and Cisco routers.
An infrastructure technician should have knowledge of firewalls and Cisco routers.
SQL skills are not necessary for an infrastructure technician's responsibilities.
SQL skills are not necessary for an infrastructure technician's responsibilities.
Responding to security breaches is part of network administration.
Responding to security breaches is part of network administration.
Digital support services in cyber security exclude malware analysis.
Digital support services in cyber security exclude malware analysis.
Work within the IT Operating Model requires following established IT procedures.
Work within the IT Operating Model requires following established IT procedures.
Delivering a low level of customer service is acceptable within IT operations.
Delivering a low level of customer service is acceptable within IT operations.
Maintaining professional discipline within the team is unnecessary as long as tasks are completed.
Maintaining professional discipline within the team is unnecessary as long as tasks are completed.
Management may request employees to perform duties outside of normal business hours.
Management may request employees to perform duties outside of normal business hours.
Following IT processes and procedures is optional within the IT Operating Model.
Following IT processes and procedures is optional within the IT Operating Model.
On-call service is an example of a duty that may extend beyond normal business hours.
On-call service is an example of a duty that may extend beyond normal business hours.
High levels of customer service should only be considered during peak business hours.
High levels of customer service should only be considered during peak business hours.
Employees are encouraged to disregard procedures applicable to their department.
Employees are encouraged to disregard procedures applicable to their department.
Tier 1 support involves expert-level troubleshooting and requires deep knowledge of the product.
Tier 1 support involves expert-level troubleshooting and requires deep knowledge of the product.
Service desk engineers focus primarily on resolving user problems related to hardware and software.
Service desk engineers focus primarily on resolving user problems related to hardware and software.
If a Tier 2 support representative cannot solve an issue, it will be escalated to Tier 4.
If a Tier 2 support representative cannot solve an issue, it will be escalated to Tier 4.
The responsibilities of a service desk support analyst include directly handling user inquiries.
The responsibilities of a service desk support analyst include directly handling user inquiries.
Tier 3 support is generally composed of individuals who developed the software or product.
Tier 3 support is generally composed of individuals who developed the software or product.
Implementing and supporting firewalls is part of standard service desk operations.
Implementing and supporting firewalls is part of standard service desk operations.
A server engineer is responsible for managing data center operations.
A server engineer is responsible for managing data center operations.
Designing and documenting organizational standards is a key responsibility of service desk roles.
Designing and documenting organizational standards is a key responsibility of service desk roles.
Pestle analysis includes legal and environmental factors as key influences on the business environment.
Pestle analysis includes legal and environmental factors as key influences on the business environment.
Service desk support encompasses basic troubleshooting, such as identifying if a cable is plugged in.
Service desk support encompasses basic troubleshooting, such as identifying if a cable is plugged in.
Social factors in Pestle analysis do not include consumer views.
Social factors in Pestle analysis do not include consumer views.
Infrastructure engineers implement cloud technology and plan upgrades to systems.
Infrastructure engineers implement cloud technology and plan upgrades to systems.
Microsoft has not used social media for customer engagement and support.
Microsoft has not used social media for customer engagement and support.
Technological factors in Pestle analysis focus only on traditional technology.
Technological factors in Pestle analysis focus only on traditional technology.
Server engineers are responsible for performing backups of data regularly.
Server engineers are responsible for performing backups of data regularly.
Political factors in Pestle analysis refer to internal company policies.
Political factors in Pestle analysis refer to internal company policies.
Crypto mining poses a low threat due to its limited impact on hardware.
Crypto mining poses a low threat due to its limited impact on hardware.
An employee's poor security practices can lead to higher risks of cyber attacks.
An employee's poor security practices can lead to higher risks of cyber attacks.
Internal operational risks can compromise the entire infrastructure of a company.
Internal operational risks can compromise the entire infrastructure of a company.
Poor financial management has minimal impacts on a company's sustainability.
Poor financial management has minimal impacts on a company's sustainability.
The theft of non-sensitive hardware poses the same risk as the theft of hard drives containing sensitive data.
The theft of non-sensitive hardware poses the same risk as the theft of hard drives containing sensitive data.
Data breaches resulting in the leak of private data will likely enhance a company’s reputation.
Data breaches resulting in the leak of private data will likely enhance a company’s reputation.
Competition risk, while present, is considered a low threat as it encourages improvement.
Competition risk, while present, is considered a low threat as it encourages improvement.
If a company fails to maintain good standards, its reputation may remain unaffected.
If a company fails to maintain good standards, its reputation may remain unaffected.
Microsoft invested approximately 24.5 billion dollars in research and development in 2020.
Microsoft invested approximately 24.5 billion dollars in research and development in 2020.
Private sector organizations are primarily funded by government support.
Private sector organizations are primarily funded by government support.
Third sector organizations are primarily focused on making a profit.
Third sector organizations are primarily focused on making a profit.
Brand consistency can be a disadvantage for companies due to varying management of social media accounts.
Brand consistency can be a disadvantage for companies due to varying management of social media accounts.
Business to Consumer (B2C) refers to transactions between businesses only.
Business to Consumer (B2C) refers to transactions between businesses only.
The NHS is an example of a private sector organization.
The NHS is an example of a private sector organization.
Microsoft uses social media to allow new employees to socialize before starting work.
Microsoft uses social media to allow new employees to socialize before starting work.
Content backlash poses a risk to a brand's reputation.
Content backlash poses a risk to a brand's reputation.
Flashcards
IT Operating Model
IT Operating Model
Following established IT guidelines and processes for efficient operations.
Customer Service
Customer Service
Consistently delivering high-quality services that meet customer expectations.
Professional Discipline
Professional Discipline
Upholding professional standards and practices within the department, ensuring a disciplined and efficient work environment.
Flexibility in Work Hours
Flexibility in Work Hours
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IT Procedures
IT Procedures
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On-Call Service
On-Call Service
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Overtime
Overtime
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IT Department Management
IT Department Management
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Digital Support Services
Digital Support Services
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Digital Support in Cyber Security
Digital Support in Cyber Security
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Digital Infrastructure Support
Digital Infrastructure Support
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IT Support
IT Support
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Network Administrator
Network Administrator
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Security Implementation
Security Implementation
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Infrastructure Technician
Infrastructure Technician
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IT Apprentice
IT Apprentice
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Tier 1 Support
Tier 1 Support
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Tier 2 Support
Tier 2 Support
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Tier 3 Support
Tier 3 Support
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Service Desk Support Analyst
Service Desk Support Analyst
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Service Desk Engineer
Service Desk Engineer
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Securing Digital Devices and Networks
Securing Digital Devices and Networks
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Computer System Design and Documentation
Computer System Design and Documentation
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Ticketing System
Ticketing System
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Network Engineer
Network Engineer
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Server Engineer
Server Engineer
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Infrastructure Engineer
Infrastructure Engineer
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Political Factors
Political Factors
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Economic Factors
Economic Factors
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Social Factors
Social Factors
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Technological Factors
Technological Factors
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Legal Factors
Legal Factors
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Employee Security Practices
Employee Security Practices
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Operational Risk
Operational Risk
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Financial Risk
Financial Risk
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Computer/Data Security
Computer/Data Security
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Data Risks
Data Risks
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Data Breaches
Data Breaches
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Competition Risk
Competition Risk
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Reputation Risk
Reputation Risk
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Private Sector Organization
Private Sector Organization
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Public Sector Organization
Public Sector Organization
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Third Sector Organization
Third Sector Organization
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Business to Consumer (B2C)
Business to Consumer (B2C)
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Business to Business (B2B)
Business to Business (B2B)
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Business to Many (B2M)
Business to Many (B2M)
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Differences between B2B and B2C buyers
Differences between B2B and B2C buyers
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Study Notes
Session 1 – 12/09/2024
- Digital support services are services that manage, maintain, and optimize a business's digital infrastructure and systems
- These services involve supporting users over the internet, through apps, email, or online forums
- IT support includes fixing problems, providing guidance, and training users on software use
- Maintaining services such as emails, servers, and Wi-Fi
- Digital support in cybersecurity involves responding to threats like malware and conducting penetration testing and malware analysis
- Digital infrastructure support services are core components of a network, including:
- Managing data in/out of the network
- Ensuring network operations (correct functioning)
- Maintaining server health
- Monitoring network
- Implementing security measures
- Responding to security breaches
- Security implementation
Homework
- Research infrastructure technician job roles (4 specific roles)
- Download relevant job specifications
- Explain the job responsibilities and roles
Job roles
- Infrastructure Technician:
- Good knowledge of all Microsoft (both server and desktop) products
- Knowledge of Firewalls, IPS, and Cisco routers
- Ideally, exposure to IS27001 standards
- Basic SQL skills
- IT Apprentice:
- Configure computers, network, and security devices
- Process customer returns and document all information related to them
- Record the items into stock and help the service desk manager with correctly recording details
Infrastructure Engineer
- Responsibilities:
- Design, implement, and manage network and server infrastructure
- Monitor system performance and troubleshoot issues
- Collaborate with cross-functional teams for IT projects
- Provide technical support and guidance to users
Similarities of roles
- Design, implement, and manage network and server infrastructure
- Ensure a high level of customer service
- Update and maintain Service Desk documentation
Differences of roles
- Willingness to perform tasks outside normal business hours (e.g., on-call service or overtime)
Task 1: Internal Risks
- Human error: Incorrect training or simple mistakes by employees
- Technological risks: Computer failures or software issues
- Internal fraud: Unauthorized use of company resources by employees
- Employee practices: Poor security practices by employees
- Operational risk: Flaws in how the business operates
- Financial risk: Issues with incoming/outgoing finances
Task 2: External Risks
- Data risks: Customer/employee data at risk of leakage
- Data breaches: Private data leakage to the public
- Competition risk: Other companies offering similar services at lower rates
- Reputation risk: Poor company performance impacting reputation
- Cyber threats: Hacking, malware, phishing
Task 3: Cyber Security Policy
- A document outlining the company's security risks and measures to mitigate them, minimize, and control them.Â
Pestle analysis
- Political factors: Government regulations, political instability impacting the business
- Economic factors: Interest rates, economic downturn, material costs
- Social factors: Cultural values, trends impacting the business, social media impact on brand
- Technological factors: Digital transformations of technologyÂ
- Legal factors: Regulations and laws affecting the operation of business
- Environmental factors: Climate change, carbon footprint
Social Factors
- Population growth
- Age distribution
- Cultural barriers
- Consumer views
- Workforce trends
How Social media impacts Microsoft
- Advantages:
- Customer engagement and support
- Increased brand awareness
- Disadvantages:
- Risk to reputation (content backlash)
- Brand consistency challenges
- Examples: Online support, employee onboarding, dedicated customer support accounts
Measuring value of digitalization in business
- Sales: Closing deals with clients (internal or external), company sales
- Marketing: Publicity, attracting customers, ensuring the business is seen and the brand is understood
Digitalization in market research
- Surveys, collecting opinions from target groups to learn more about public opinion and opinions on product
Digitalization effects on communication and coverage via social media
- Positive: Free advertisement opportunities, higher visibility to more people
- Negative: Potential for negative publicity (offending people) and loss in revenue
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Description
This quiz covers the fundamentals of digital support services, including IT support, cybersecurity measures, and the core components of digital infrastructure. It also highlights various roles within the infrastructure technician spectrum. Test your understanding of managing, maintaining, and optimizing digital systems.
