The document discusses researching client needs to provide appropriate IT support. It recommends conducting a needs analysis by examining a client's business processes, assessing which IT systems could improve operations, and understanding support needs. The process involves fostering relationships, analyzing current IT environments, identifying gaps, developing options, and suggesting solutions. It also discusses determining appropriate support levels, such as informal peer support, dedicated support positions, help desk support, or outsourcing. Support functions for a website may include maintaining content, database administration, version control, troubleshooting, customization, training and more.
DMC, a Siemens Solution Partner with the most S7 Certified Engineers in the United States, recently shared some insights to people new to Siemens to help avoid common mistakes at the 2011 Siemens Automation Summit. Over the years we have encountered numerous applications written by novices and seen first-hand some of the more common errors made.
DFD For E-learning Project
Three modules admin,parents,student
DFD for each module
DFD For E-Learning Admin Teacher Create User Create User Create Course Messaging Student Parents Assign course Whole System Create Exam Grade Upload Result Video Stemming Upload course material Messaging Exam participate Watch & Update notice Getting study material Getting Result Video Stemming Messaging Participate in class View Result News update View grade Study materials Feedback Assign teacher,studt,prnt Giving Grade Grade & course lock
DMC, a Siemens Solution Partner with the most S7 Certified Engineers in the United States, recently shared some insights to people new to Siemens to help avoid common mistakes at the 2011 Siemens Automation Summit. Over the years we have encountered numerous applications written by novices and seen first-hand some of the more common errors made.
DFD For E-learning Project
Three modules admin,parents,student
DFD for each module
DFD For E-Learning Admin Teacher Create User Create User Create Course Messaging Student Parents Assign course Whole System Create Exam Grade Upload Result Video Stemming Upload course material Messaging Exam participate Watch & Update notice Getting study material Getting Result Video Stemming Messaging Participate in class View Result News update View grade Study materials Feedback Assign teacher,studt,prnt Giving Grade Grade & course lock
CSS L16 - IP ADDRESSING
Learning Competencies
After this learning module the students will be able to . . .
◦○Learn and discuss network addressing, switching and routing.
◦○Identify and understand the IP Addressing format
◦○Understand the explain the Network address translation and IPv6
This is Pharmacy Management System report for the project of Final Year Degree of Information Technology with Accounting Under State University Of Zanzibar.
Software Requirements Specification on Student Information System (SRS on SIS)Minhas Kamal
Complete Software Requirements Specification (SRS) on a software project Student Information System (SIS). Chapters- Inception, Elicitation, Scenario-Based Model, Data Model, Class-Based Model, Flow-Oriented Model and Behavioral Model.
Created in 2nd year of Bachelor of Science in Software Engineering (BSSE) course at Institute of Information Technology, University of Dhaka (IIT, DU).
A Student Management System Project abstract that contains the basics needs in a student management system. It can also be used as a base to implementing your new creative ideas.
CSS L16 - IP ADDRESSING
Learning Competencies
After this learning module the students will be able to . . .
◦○Learn and discuss network addressing, switching and routing.
◦○Identify and understand the IP Addressing format
◦○Understand the explain the Network address translation and IPv6
This is Pharmacy Management System report for the project of Final Year Degree of Information Technology with Accounting Under State University Of Zanzibar.
Software Requirements Specification on Student Information System (SRS on SIS)Minhas Kamal
Complete Software Requirements Specification (SRS) on a software project Student Information System (SIS). Chapters- Inception, Elicitation, Scenario-Based Model, Data Model, Class-Based Model, Flow-Oriented Model and Behavioral Model.
Created in 2nd year of Bachelor of Science in Software Engineering (BSSE) course at Institute of Information Technology, University of Dhaka (IIT, DU).
A Student Management System Project abstract that contains the basics needs in a student management system. It can also be used as a base to implementing your new creative ideas.
CHAPTER 12 Managing Systems
Support and
Security
Chapter 12 describes systems support and security tasks that continue throughout the useful life of the system. In addition to user support, this chapter discusses maintenance, security, backup and disaster recovery, performance measurement, and system obsolescence.
· Explain the systems support and security phase
· Describe user support activities, including user training and service desks
· Define the four types of maintenance
· Explain various techniques for managing systems maintenance and support
· Describe techniques for measuring, managing, and planning system performance
· Explain risk management concepts
· Assess system security at six levels: physical security, network security, application security, file security, user security, and procedural security
· Describe backup and disaster recovery
· List factors indicating that a system has reached the end of its useful life
· Assess future challenges and opportunities for IT professionals
· Develop a strategic plan for career advancement and strong IT credentials
INTRODUCTION
OBJECTIVES
When you finish this chapter, you will be able to:
Managing systems support and security involves three main concerns: user expectations, system performance, and security requirements.
A systems analyst is like an internal consultant who provides guidance, support, and training. Successful systems often need the most support because users want to learn the features, try all the capabilities, and discover how the system can help them perform their tasks. In most organizations, more than half of all IT department effort goes into supporting existing systems.
This chapter begins with a discussion of systems support, including user training and service desks. You will study the four main types of maintenance: corrective, adaptive, perfective, and preventive. You also will learn how the IT group uses maintenance teams, configuration management, and maintenance releases, and you will examine system performance issues and maintenance tools. You will analyze the security system at each of the six security levels: physical security, network security, application security, file security, user security, and procedural security. You will also learn about data backup and recovery issues. Finally, you will learn how to recognize system obsolescence, and about some of the challenges and opportunities you are likely to face as an IT professional.
PREVIEW CASE: Mountain View College Bookstore
Background: Wendy Lee, manager of college services at Mountain View College, wants a new information system that will improve efficiency and customer service at the three college bookstores.
In this part of the case, Tina Allen (systems analyst) and David Conroe (student intern) are talking about operation, support, and security issues for the new system.
Participants:
Tina and David
Location:
Tina’s office, Friday afternoon, March 28, 2014
Project status:
Tina and David successfull ...
Presentation on Business Requirements gathering for Business Intelligence from our BI Practice Lead. Detailed instruction on how to maximize your time in gathering requirements and ensure you capture what is important to the user. Requirements gathering is critical to the success of a BI project.
L1 support Managed services are essential for modern businesses that rely heavily on technology. By outsourcing their IT support, companies can focus on their core competencies, save money, and avoid costly downtime.
DevOps and Testing slides at DASA ConnectKari Kakkonen
My and Rik Marselis slides at 30.5.2024 DASA Connect conference. We discuss about what is testing, then what is agile testing and finally what is Testing in DevOps. Finally we had lovely workshop with the participants trying to find out different ways to think about quality and testing in different parts of the DevOps infinity loop.
JMeter webinar - integration with InfluxDB and GrafanaRTTS
Watch this recorded webinar about real-time monitoring of application performance. See how to integrate Apache JMeter, the open-source leader in performance testing, with InfluxDB, the open-source time-series database, and Grafana, the open-source analytics and visualization application.
In this webinar, we will review the benefits of leveraging InfluxDB and Grafana when executing load tests and demonstrate how these tools are used to visualize performance metrics.
Length: 30 minutes
Session Overview
-------------------------------------------
During this webinar, we will cover the following topics while demonstrating the integrations of JMeter, InfluxDB and Grafana:
- What out-of-the-box solutions are available for real-time monitoring JMeter tests?
- What are the benefits of integrating InfluxDB and Grafana into the load testing stack?
- Which features are provided by Grafana?
- Demonstration of InfluxDB and Grafana using a practice web application
To view the webinar recording, go to:
https://www.rttsweb.com/jmeter-integration-webinar
GraphRAG is All You need? LLM & Knowledge GraphGuy Korland
Guy Korland, CEO and Co-founder of FalkorDB, will review two articles on the integration of language models with knowledge graphs.
1. Unifying Large Language Models and Knowledge Graphs: A Roadmap.
https://arxiv.org/abs/2306.08302
2. Microsoft Research's GraphRAG paper and a review paper on various uses of knowledge graphs:
https://www.microsoft.com/en-us/research/blog/graphrag-unlocking-llm-discovery-on-narrative-private-data/
Neuro-symbolic is not enough, we need neuro-*semantic*Frank van Harmelen
Neuro-symbolic (NeSy) AI is on the rise. However, simply machine learning on just any symbolic structure is not sufficient to really harvest the gains of NeSy. These will only be gained when the symbolic structures have an actual semantics. I give an operational definition of semantics as “predictable inference”.
All of this illustrated with link prediction over knowledge graphs, but the argument is general.
State of ICS and IoT Cyber Threat Landscape Report 2024 previewPrayukth K V
The IoT and OT threat landscape report has been prepared by the Threat Research Team at Sectrio using data from Sectrio, cyber threat intelligence farming facilities spread across over 85 cities around the world. In addition, Sectrio also runs AI-based advanced threat and payload engagement facilities that serve as sinks to attract and engage sophisticated threat actors, and newer malware including new variants and latent threats that are at an earlier stage of development.
The latest edition of the OT/ICS and IoT security Threat Landscape Report 2024 also covers:
State of global ICS asset and network exposure
Sectoral targets and attacks as well as the cost of ransom
Global APT activity, AI usage, actor and tactic profiles, and implications
Rise in volumes of AI-powered cyberattacks
Major cyber events in 2024
Malware and malicious payload trends
Cyberattack types and targets
Vulnerability exploit attempts on CVEs
Attacks on counties – USA
Expansion of bot farms – how, where, and why
In-depth analysis of the cyber threat landscape across North America, South America, Europe, APAC, and the Middle East
Why are attacks on smart factories rising?
Cyber risk predictions
Axis of attacks – Europe
Systemic attacks in the Middle East
Download the full report from here:
https://sectrio.com/resources/ot-threat-landscape-reports/sectrio-releases-ot-ics-and-iot-security-threat-landscape-report-2024/
UiPath Test Automation using UiPath Test Suite series, part 3DianaGray10
Welcome to UiPath Test Automation using UiPath Test Suite series part 3. In this session, we will cover desktop automation along with UI automation.
Topics covered:
UI automation Introduction,
UI automation Sample
Desktop automation flow
Pradeep Chinnala, Senior Consultant Automation Developer @WonderBotz and UiPath MVP
Deepak Rai, Automation Practice Lead, Boundaryless Group and UiPath MVP
Accelerate your Kubernetes clusters with Varnish CachingThijs Feryn
A presentation about the usage and availability of Varnish on Kubernetes. This talk explores the capabilities of Varnish caching and shows how to use the Varnish Helm chart to deploy it to Kubernetes.
This presentation was delivered at K8SUG Singapore. See https://feryn.eu/presentations/accelerate-your-kubernetes-clusters-with-varnish-caching-k8sug-singapore-28-2024 for more details.
Software Delivery At the Speed of AI: Inflectra Invests In AI-Powered QualityInflectra
In this insightful webinar, Inflectra explores how artificial intelligence (AI) is transforming software development and testing. Discover how AI-powered tools are revolutionizing every stage of the software development lifecycle (SDLC), from design and prototyping to testing, deployment, and monitoring.
Learn about:
• The Future of Testing: How AI is shifting testing towards verification, analysis, and higher-level skills, while reducing repetitive tasks.
• Test Automation: How AI-powered test case generation, optimization, and self-healing tests are making testing more efficient and effective.
• Visual Testing: Explore the emerging capabilities of AI in visual testing and how it's set to revolutionize UI verification.
• Inflectra's AI Solutions: See demonstrations of Inflectra's cutting-edge AI tools like the ChatGPT plugin and Azure Open AI platform, designed to streamline your testing process.
Whether you're a developer, tester, or QA professional, this webinar will give you valuable insights into how AI is shaping the future of software delivery.
Elevating Tactical DDD Patterns Through Object CalisthenicsDorra BARTAGUIZ
After immersing yourself in the blue book and its red counterpart, attending DDD-focused conferences, and applying tactical patterns, you're left with a crucial question: How do I ensure my design is effective? Tactical patterns within Domain-Driven Design (DDD) serve as guiding principles for creating clear and manageable domain models. However, achieving success with these patterns requires additional guidance. Interestingly, we've observed that a set of constraints initially designed for training purposes remarkably aligns with effective pattern implementation, offering a more ‘mechanical’ approach. Let's explore together how Object Calisthenics can elevate the design of your tactical DDD patterns, offering concrete help for those venturing into DDD for the first time!
Connector Corner: Automate dynamic content and events by pushing a buttonDianaGray10
Here is something new! In our next Connector Corner webinar, we will demonstrate how you can use a single workflow to:
Create a campaign using Mailchimp with merge tags/fields
Send an interactive Slack channel message (using buttons)
Have the message received by managers and peers along with a test email for review
But there’s more:
In a second workflow supporting the same use case, you’ll see:
Your campaign sent to target colleagues for approval
If the “Approve” button is clicked, a Jira/Zendesk ticket is created for the marketing design team
But—if the “Reject” button is pushed, colleagues will be alerted via Slack message
Join us to learn more about this new, human-in-the-loop capability, brought to you by Integration Service connectors.
And...
Speakers:
Akshay Agnihotri, Product Manager
Charlie Greenberg, Host
Key Trends Shaping the Future of Infrastructure.pdfCheryl Hung
Keynote at DIGIT West Expo, Glasgow on 29 May 2024.
Cheryl Hung, ochery.com
Sr Director, Infrastructure Ecosystem, Arm.
The key trends across hardware, cloud and open-source; exploring how these areas are likely to mature and develop over the short and long-term, and then considering how organisations can position themselves to adapt and thrive.
Generating a custom Ruby SDK for your web service or Rails API using Smithyg2nightmarescribd
Have you ever wanted a Ruby client API to communicate with your web service? Smithy is a protocol-agnostic language for defining services and SDKs. Smithy Ruby is an implementation of Smithy that generates a Ruby SDK using a Smithy model. In this talk, we will explore Smithy and Smithy Ruby to learn how to generate custom feature-rich SDKs that can communicate with any web service, such as a Rails JSON API.
Slack (or Teams) Automation for Bonterra Impact Management (fka Social Soluti...Jeffrey Haguewood
Sidekick Solutions uses Bonterra Impact Management (fka Social Solutions Apricot) and automation solutions to integrate data for business workflows.
We believe integration and automation are essential to user experience and the promise of efficient work through technology. Automation is the critical ingredient to realizing that full vision. We develop integration products and services for Bonterra Case Management software to support the deployment of automations for a variety of use cases.
This video focuses on the notifications, alerts, and approval requests using Slack for Bonterra Impact Management. The solutions covered in this webinar can also be deployed for Microsoft Teams.
Interested in deploying notification automations for Bonterra Impact Management? Contact us at sales@sidekicksolutionsllc.com to discuss next steps.
Slack (or Teams) Automation for Bonterra Impact Management (fka Social Soluti...
2 understanding client support needs
1. Relate to Clients on a business level Understanding Client Support Needs Understanding Client Support Needs 1
2. Researching the Needs of Clients Conducting an IT needs analysis is a process of liaising closely with the client to undertake: A detailed examination of a client's business and operational processes An assessment of which IT systems and skills can improve the way that business is conducted Understanding Client Support Needs 2
3. Researching the Needs of Clients You can approach this process via the following general steps: Foster a relationship with the client organisation and individual users Analyse and document the client's business activities Assess the client's current IT environment Identify gaps in the client's information technology Understanding Client Support Needs 3
4. Researching the Needs of Clients steps cont.. Develop options for how these IT gaps can be filled Review the appropriateness of your various options Suggest an option which may best fill the client's IT needs Understanding Client Support Needs 4
5. In class activity Make a list of five questions which you would ask a client in order to understand their and identify their Website development and support needs. Understanding Client Support Needs 5
6. Activity feedback What computer systems do they need to perform their job? What hardware? What applications? What are the inputs and outputs of this IT system? How long can they continue doing business if their systems are not working? Who is responsible for the IT system? How much money will they lose if their systems are not working? How many support requests does the client make now, per day and per month? What times during the day do they make the calls? e.g., do they make the majority of calls between 9am and 5pm? Understanding Client Support Needs 6
7. Activity feedback What matters are raised in these calls? e.g., hardware configuration, software configuration, training needs, network breakdowns, data losses or higher level needs like detailed technical advice and consulting services? How urgent are these support requests? How do the responses to these requests impact the client's business? Helpful or not helpful? Are the support and other IT issues interrupting the client's normal business operations? Is the website not working or is the network down. Or do users have critical gaps in their training? How much is the client organisation spending / willing to spend on support services per month? Understanding Client Support Needs 7
8. Determine level of support required Understanding Client Support Needs 8 The customer service iceberg Source: Diane Bailey Associates
9. Why is support important? The visible part of customer service (the ‘front line’ delivery) is only the tip of the iceberg. It is supported by many things such as standards, systems, quality issues, management support, etc. By supporting IT systems, you are, in fact, helping make the business more efficient and competitive. Efficient support of those parts of the iceberg that nobody sees results in better front line service to customers. Understanding Client Support Needs 9
10. Level of support There are a number of ways to view levels or types of support. E.g. Informal peer support Workers help their co-workers with problems. The organisation can provide training to key workers so that they are able to be called upon for informal support. User support combined with other responsibilities A dual role of IT support and other responsibilities. Understanding Client Support Needs 10
11. Level of support Levels or types of support cont.. User support as a separate position or group Setting up a dedicated position such as ‘IT Systems support officer’ or a unit such as ‘Technology Services Group’. Help desk support An internal or external support function that provides a broad range of support for business IT systems. Totally outsourced user support An external provider provides all necessary support. Understanding Client Support Needs 11
12. Level of support Help Desk support levels Level 1 help desk Takes the calls, logs details, may solve simple problems or give general advice for common problems (e.g.. advising on network availability) Level 2 help desk Technicians fix the problem or provide advice on how to fix the problem Level 3 help desk Highly qualified people provide customisation or bug fixes or software or web-based systems. Understanding Client Support Needs 12
13. In class activity If you were implementing a website for a customer that consisted of a large number of static and dynamic web pages such as an electronic store with a database backend, what possible support functions could you implement? Understanding Client Support Needs 13
14. In class activity - feedback You could implement the following support functions: Maintenance of content Writing new content Checking of links Database administration – (e.g. Users, security, backup, recovery) Understanding Client Support Needs 14
15. In class activity - feedback You could implement the following support functions: Version control Uploading of new content Troubleshooting site and server based problems Customisation of site Web programming User and administrator training Understanding Client Support Needs 15