Information Technology

ICTICT608 Diploma of Information Technology


Answer1.Answer the following questions

  1. Change Management :

It is determined as the systematic approach in order to deal with the transition or the transformation related to the organizational goals, different process, and the technologies. The key objective of the change management is to apply the strategies with respect to the effective change, controlling change as well as to help the people for adopting the changes.

  1. Importance of change management:

The greatest importance of the change management is that it gives the conceptual scaffolding in respect to the people, the process, and the organization implementing the change. It’s a framework that is used to support as well as understand the change and the effect on the organization as well as its people. In addition, with the help of the change management, the organizations are more capable to respond faster in respect to the customer demands.

Answer2. Describe the three information-gathering techniques in order to collect the ICT client feedback

Managing information involves gathering as well as distributing necessary information and then assimilating them on the project management activities as well as processes. The information-gathering techniques are frequent processes which are used in order to create as well as organize data across different kinds of sources. There are three types of information gathering techniques as follows:

  1. Brainstorming:

This method is used to get a list of all project lists. All ideas are generated with the help of a facilitator through an open discussion and mass interviewing techniques. Commonly, the brainstorming technique can be done during a scheduled meeting with peers, individual brainstorming, or even at an informal meeting. Brainstorming is a group creativity technique by which efforts are made to find a conclusion for a specific problem by gathering a list of ideas spontaneously contributed by its members.

  1. Delphi Technique:

This technique in project management requires the presence of a facilitator that gives out questionnaires to solicit different ideas. The responses are summarized and recalculated to the participants. Delphi method is a forecasting process framework based on the results of multiple rounds of questionnaires sent to a panel of experts.

  1. Net Promoter Score:

Net Promoter Score is a gold standard of researching customer satisfaction. It is also one of the most popular methods of collecting customer feedback. Fred F. Reichheld proved that the likelihood of recommending you translates directly into word of mouth marketing and returning purchases.

Answer3.  Answer the following questions

  1. Briefly explain the planning process related to an ICT business

When it’s well-formulated and implemented, ICT strategic planning provides several important benefits. In which, it aligns technology with your business goals, enabling a contribution to your organization’s strategic objectives. Moreover, it enables ICT systems to be fully integrated across each department. Similarly, it builds a strong relationship between the business as well as ICT departments

  1. Provide an example of the planning process related to an ICT business solution

A strategy should clarify the methods and activities required of a changing business. The utilization of different ICT solutions requires an understanding of the business environment and business requirements, and also of market opportunities. The other aspect is the understanding of ICT solution providers.

Answer4. Describe the process of the preparation of the following report

  • Annual Report

Before starting the writing an annual report, determine what range of the company’s financial year the financial report is meant to cover. Steps for how to prepare an annual report of a company are as follows:

Step1. Assign Tasks to the Staff Members

Within the annual report, there are several sections which highlight the various aspects related to the businesses. In this manner, it is important to assign the different components to the different heads related to the departments as well as staff members so that each member can write their section.

Step2. Write a Letter of Introduction

Usually, an annual report begins along with a letter that is from the top officials under the organization. With the help of this, it gives opportunities for reflecting the success as well as challenges of the company over the previous years.

Step3. Compile the Financial Data

It is also the most important part of an annual report because it shows the financial picture of an organization to its probable stakeholders. In this manner, the financial data should be represented in the table form including the graphs, bar chart instead of numeric data.

Step4. Secure the statement of Auditor

Under this step, organizations develop a financial statement for whole the year and it should be reviewed by the accountants then issue a letter which defines that the information is complete, accurate as well as prepared with the GAAP.

Step5. Collect the Reports from the Management

At this time, the organizational leaders could make some predictions in relation to the company’s place within the market with respect to the coming year as per the industry trends.

Step6. Craft the Corporate Message

Under this step, it is allowed the organizations to be somewhat artistic as well as show the organization’s special features.

Step7. Gather the Report and Assemble the Draft

As per step, reports are gathered from the different departments under a single document.

Step8.Print and Assemble the Annual Report

In the end, there is a need to print an annual report which will depend on the organization’s size.

Step9. Distribute the Annual Report of an Organization

In this, printed annual reports should be distributed among the organization’s stakeholders at the time of the annual corporate meeting.

  • Project Progress Report

A project progress report is determined as the executive summary that is related to the progress which has been made by an individual on a certain project over the particular time frame.

Usually, a progress report is developed in order to show the recipient as an overview related to the overall status report with respect to the specific project. In this manner, there are several steps in writing the progress report and these are mentioned below:

Step1. Figure out the reason for the progress report

Step2. Begin by creating the header

Step3. Compose the report introduction

Step4. Write the main body of the progress report

Step5. Add a few details on the future plans for the project

Step6. Create a summary for the progress report

Step7. Review as well as revise the project progress report

Answer5. Answer the Following Questions

  1. Write two hardware and software that are widely used in the ICT industry

Two Hardware:

  • Motherboard
  • RAM

Two Softwares:

  • Database Software
  • Billing Software
  1. Write two features and capabilities of identified hardware and software products

Features and Capabilities:


  1. Motherboard
  • Form Factor
  • CPU Socket and Chipset
  1. RAM
  • Volatile Memory
  • Speed


  1. Database Software
  • Minimum Duplication as well as Redundancy
  • Saves storage space as well as cost
  1. Billing Software
  • Accept foreign currency payments
  • Handle multiple currencies

Answer6. Write vendor information related to the Cisco Meraki MX64 product

While concerning about the Cisco Meraki MX64, it is determined that it is a cloud-managed network security appliance that is especially designed in respect to making the distributed network faster, secure as well as easy for managing. In other words, this appliance gives the network protection as well as management capabilities with respect to a small office branch as well as department along with the 50 devices.

Moreover, this technology provides support to the Software-Defined Wide Area Network technology in order to control the network traffic priorities. In addition, for managing the network security as well as settings with the help of one of the essential license options, organizations can subscribe to the standard Enterprise license or the Advanced Security license.

In a similar manner to above, Cisco Meraki Systems Manager gives over the air centralized management, diagnostics as well as monitoring in respect of the mobile devices which are managed by the organizations from the iPads and the Androids to the Macs as well as PCs.

Within the organization, a system manager provides its services by monitoring each of the devices of an organization through showing the important matrix-like client hardware or the software information as well as the recent location and even the administrator remotely lock as well as erase the devices.

Answer7. Write vendor instructions for operation precautions related to the bizhub printer

While using the Bizhub printer, it is examined that there are several instructions which are given to the vendor for operation precautions in concern of the Bizhub printer.  In this manner, two main conditions are inapplicable paper and the paper storage under which need to focus on the different aspects and these are mentioned below:

Inapplicable Paper:

  • Transparencies which have been fed by the machine
  • Folded, wrinkled, curled, as well as torn paper
  • The paper which has been decorated along with foil or the embossing
  • The paper which is bound along with the glue, staples as well as paper clips

Paper Storage:

  • Paper should be stored in a cool, dark location with little humidity.
  • The paper should be stored flat not on its edge.

Answer8. List and explain three (3) legal principals of services level agreements and commercial contracts related to an ICT business

A service –level agreement describes the different level of the services which an organization expects from its vendor which are laying out the matrix through which different services are evaluated and the remedies, as well as penalties, must be agreed on the service levels which are not to be achieved. These principles are considered basic concepts.

The principles which will be addressed hereafter reflecting the lessons learned as well as understandings which have evolved from the practical case studies. The three principles are defined respectively:

  • The principle of the continuity within the SLA specification: General service management literature suggests that the quality must be defined as “meeting and exceeding the customers’ expectations”
  • The Service Level Agreement pit shell principle: With respect to the different parties which are included within the service level specification as well as the content of the SLA. In service management, there has been confusion in concern of an adequate definition of the SIS service.
  • The principle of the quality of both SLS service procedures as well as SLS service objects: To identify the quality of the SIS service, a distinction is done between the quality of the service process as well as the quality of the service object. The Service process quality is determined in particular the various responsibility of the provider as well as is ‘effort-related.’

Answer9. Briefly explain the following policies, procedures, and plans related to an ICT business.

  • Contractor policy and procedure

These policy, as well as procedures, are applicable to all the contractors, subcontractors as well as other parties which are performing the on any Southco Inc. In a similar manner, In addition, the Contractor will ensure the compliance along with these Policies as well as Procedures through the Contractor’s employees, subcontractors, and agents.

  • Customer service policy and procedure

Under the organization, the efficient customer service department is capable to resolve the customer issues very quickly as well as create a high level of satisfaction. Part of what is made by a customer service department which efficient in the implementation of the good customer service policies, procedures as well as processes.

  • Project management plan

The project management plan is defined as the controlling document in order to manage the Information as well as Communications Technology (ICT) project. The project plan defines the interim as well as final deliverables the project will deliver, and the managerial as well as technical processes that are essential to develop the project deliverables.

  • Risk management plan

A risk management plan is identified as a document which is prepared by the project manager in order to the foresee risks, estimate impacts, as well as define the responses to risks. It also considers a risk assessment matrix.  A risk is defined as an uncertain event as well as a condition which, if it happens, then have a positive or the negative effect on the project’s objectives.

Answer10. Answer the following questions

  1. What is negotiation and why is it important

Negotiation skill defines the ability in order to bargain with the people having aims, different needs, as well as viewpoints different than ours, like that common ground is explored and the agreement is made. It is essential for reaching an agreement in order to participate within an activity which will result in the mutual benefits.

  1. Explain the process to build business relationships with client

Organizations which provide the Omni-channel experience by which they deliver the consistent product-related information, customer service as well as account information online,in-store as well as on the phone build the better customer relationships as well as more brand advocates. If the organizations want to establish a better online relationship with the organizational customers. In this manner, the seven steps are mentioned below:

  • Minimize the customer effort, and maximize the customer experience
  • Offer the different service options
  • Personalize customer’s visits
  • Engage in social media
  • Develop loyalty programs
  • Learn from the customers
  • Establish customer’s trust

Answer11. Why do you need to understand the organizational environment

It is essential for the managers to understand the aspect related to the business environment because it may affect the firm as well as how it must be run. No organization is insulated from outside the environment. Things such as political decisions, for instance, may have a huge impact over the firm through changing the tax laws as well as regulatory regimes.

Answer12. Four steps will you follow to identify the goods and services provided by the organization

In this concern, the four steps related to identifying the goods as well as services which are provided by the organization are defined below:

  • Create a strong, clear and flexible road map
  • Conduct user research and product discovery
  • Test, measure and understand
  • Communicate regularly and transparently

Answer13. Five steps will you follow to identify an ICT client’s needs

In concern of determining the ICT client needs, there are few steps which should be followed by the organization and these steps are mentioned below:

  • Know thyself
  • Know the client
  • Establish the trust
  • Set the Boundaries
  • Have the difficult conversations

Answer14. Identify future opportunities related to the ICT sector

Some ways are mentioned below in order to identify future opportunities associated with the ICT sector.

  • Listen to the potential clients as well as past leads
  • Listen to the customers
  • Look at the competitors
  • Look at the industry trends as well as insights

Answer15. Four basic steps to writing a business proposal

While developing the business proposal within the business, it is important to make it more efficient that is why there are four steps which should be followed more effectively. In this concern, these steps are mentioned below:

  • Make sure about the information and sketch out the scope of the project
  • Estimate the cost
  • Start writing the business proposal and make it editing as well as proofreading
  • Send it and follow up effectively

Answer16. Three techniques you can follow to discuss a disagreement with a client

At the time of disagreement with a client, organizations usually adopt some essential techniques which are beneficial for them to deal with the critical situation within the organization. In this manner, these techniques are mentioned below:

  1. Look for similarities, not differences
  2. Forget about the winning and being right
  3. Don’t look for the person in order to blame instead of look for the root cause

Answer17. Need to document agreed terms and conditions after a negotiation meeting

There is major reason by which there is a need to document the agreed terms and the conditions after a negotiation meeting. In this manner, it is done because if these agreed terms and conditions are not documented then there will be more chances to refuse the conditions from the side of any party after taking place the negotiation.  So, it is essential to document the agreed terms and conditions after a negotiation meeting and signed it as soon as possible.


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