Joshua Hall Assignment 3 – Learning Aim C Unit 12 – 2023
Table of Contents
Unit 12 – IT Technical Support – Assignment 3......................................................................................2
Introduction...........................................................................................................................................2
Incident Response.................................................................................................................................2
Disaster Recovery..................................................................................................................................4
Disaster Recovery Plan......................................................................................................................4
Incident Recovery..................................................................................................................................5
Incident Recover Plan........................................................................................................................5
Capacity Planning..................................................................................................................................7
System Capacity.................................................................................................................................7
Capacity Planning...............................................................................................................................8
Sustainability and Environmental Waste Planning................................................................................8
Ergonomics............................................................................................................................................9
Network Diagram.................................................................................................................................10
Evaluation............................................................................................................................................10
1|Page
, Joshua Hall Assignment 3 – Learning Aim C Unit 12 – 2023
Unit 12 – IT Technical Support – Assignment 3
Introduction
As an IT Technician, I've been employed by a company that specialises in computer repair. As a result
of this, my manager is now providing local businesses with outsourced IT support and management
services. The clients have asked me to create a support plan for one of their clients. For a start-up
company that operates an online business, I will need to put together a support plan. The online
elements are managed by an internet provider located offsite and have shown adequate
preparation. The company plans to have between 25 and 30 employees, all of whom will have
desktop computers, and the senior staff will also have tablet computers that will be connected to
the company LAN via Wi-Fi, allowing them to share data and connect to the Internet via the
company network. To meet this requirement, we will need three black and white and two colour
printers, all of which will be shared.
Incident Response
Having a CIRT (Computer Incident Response Team) that understands IT and can respond
appropriately to an incident in line with the IRP (Incident Response Plan) as outlined below is
preferable when starting an incident response plan. Due to the fact that there is no way for me to
predict all of the possible incidents that may occur within the company environment, I will only be
able to provide basic incidents and solutions. Therefore, I'm going to outline how to deal with
incidents and give a few examples that will help the CIRT Team apply the plan in a workplace
environment, and on that basis the CIRT Team should respond to any incident with system that
performs well.
1. Preparation – The first stage within an IRP is preparation. This stage is not just about
preparing the IT staff on how to act if an incident occurs, however this stage also includes
2|Page
Table of Contents
Unit 12 – IT Technical Support – Assignment 3......................................................................................2
Introduction...........................................................................................................................................2
Incident Response.................................................................................................................................2
Disaster Recovery..................................................................................................................................4
Disaster Recovery Plan......................................................................................................................4
Incident Recovery..................................................................................................................................5
Incident Recover Plan........................................................................................................................5
Capacity Planning..................................................................................................................................7
System Capacity.................................................................................................................................7
Capacity Planning...............................................................................................................................8
Sustainability and Environmental Waste Planning................................................................................8
Ergonomics............................................................................................................................................9
Network Diagram.................................................................................................................................10
Evaluation............................................................................................................................................10
1|Page
, Joshua Hall Assignment 3 – Learning Aim C Unit 12 – 2023
Unit 12 – IT Technical Support – Assignment 3
Introduction
As an IT Technician, I've been employed by a company that specialises in computer repair. As a result
of this, my manager is now providing local businesses with outsourced IT support and management
services. The clients have asked me to create a support plan for one of their clients. For a start-up
company that operates an online business, I will need to put together a support plan. The online
elements are managed by an internet provider located offsite and have shown adequate
preparation. The company plans to have between 25 and 30 employees, all of whom will have
desktop computers, and the senior staff will also have tablet computers that will be connected to
the company LAN via Wi-Fi, allowing them to share data and connect to the Internet via the
company network. To meet this requirement, we will need three black and white and two colour
printers, all of which will be shared.
Incident Response
Having a CIRT (Computer Incident Response Team) that understands IT and can respond
appropriately to an incident in line with the IRP (Incident Response Plan) as outlined below is
preferable when starting an incident response plan. Due to the fact that there is no way for me to
predict all of the possible incidents that may occur within the company environment, I will only be
able to provide basic incidents and solutions. Therefore, I'm going to outline how to deal with
incidents and give a few examples that will help the CIRT Team apply the plan in a workplace
environment, and on that basis the CIRT Team should respond to any incident with system that
performs well.
1. Preparation – The first stage within an IRP is preparation. This stage is not just about
preparing the IT staff on how to act if an incident occurs, however this stage also includes
2|Page
