You are currently working for Fix-It which is a large company that provides technical support to a large number of staff. As a senior technician it is your responsibility to help train some of the more novice members of the team. You have been asked by your line manager to investigate diagnostic and monitoring software tools your expertise are valued by your line manager and he would like you to advise your colleagues on these. Task 1a – P1 Learning Outcome 1 - Understand the tools and techniques used for technical support. Prepare a presentation to explain a range of diagnostic and monitoring tools, for each tool outline its limitations and possible future developments /enhancements that could be made. i) Explain at least twocurrentdiagnostic software tools that could be used by IT support staff. ii) Explain at least twocurrentmonitoring software tools that could be used by IT support staff. iii) Explain questioning as a technique when handling either a face to face or telephone support request. In your presentation describe different types of questioning techniques and explain their advantages and disadvantages. iv) Within your presentation include a fault report form and explain how it might be used to help in diagnosis. Explain their advantages and disadvantages. Task 1b – M1 Learning Outcome 2 - Understand how organisational policies and procedures influence technical support. Produce a report for use by your colleagues outlining the importance of keeping fault logs. Explain the possible disadvantages of failing to keep fault logs up-to-date. Provide examples to identify the benefits of keeping a log and possible problems that might occur from not keeping one. Task 1c - D1 Learning Outcome 1 - Understand the tools and techniques used for technical support. There have been many advances in IT systems support technology over the past few years. One of the most important advances in technology is Virtualisation. You have been asked to produce a report - in which you need to need to review Virtualisation and fully evaluate the impact it has on IT Support provision. Ensure that you explain how the consolidation of servers and services impact on the IT Support staff, managers and the end users that are supported.   Task 2a – P2 Learning Outcome 2 - Understand how organisational policies and procedures influence technical support. You have been requested to produce a document which explains the impact that organisational policies and procedures have on IT technical support provision. Ensure that you include the following: Organisational Guidelines – e.g. reporting of faults, internet use, security Service Level Agreements Confidentiality Sensitivity of Information Organisational Constraints – e.g. cost of resources required, time User Expertise Task 2b – M2 Learning Outcome 1 - Understand the tools and techniques used for technical support. The senior management team have been considering outsourcing its technical support provision to an external company. You have been asked to produce a report which explains the advantages and disadvantages of outsourcing. To conclude your report you are required to make a recommendation as to whether Fix-It should outsource their technical support provision. Task 3 - (HRT) – Harvard Referencing and the Use of Turnitin a) On completion of the various tasks within this assessment you will need to ensure that you have identified and clearly referenced all your sources of information (e.g. websites, e-books, books, magazines and Journals) that you have used or accessed to support you in formulating a response to each of the above tasks. Your list of sources of information must be cited using "Harvard Referencing". Further details to support you in citing your references using the Harvard Referencing technique can be accessed using this link: http://www.citethisforme.com/