You and some of your classmates have graduated from the IT(CS) diploma program

You decide to start a small Managed Services company, offering standard service desk and basic IT services to local businesses.

You manage to get an initial meet with a small career training centre - Career Prep College (CPC).

They have recently enacted a bring-your-own-device approach, and in the spirit of continual improvement are looking into ways that they can better support their students.

About the Client

CPC has recently transitioned to a BYOD environment.  In the spirit of continual improvement, they would like to get opinions on how to best handle this given the data that they have.

 

Here are some considerations for working with CPC:

 

Currently there are 150 students.  They plan to double that number within 2 years.
There are 12 instructors and 12 administrative/management staff.
Classes run 7am to 10pm MT, 7 days a week.
Their biggest concern is making sure their students have access to required technologies during their regular class times.
It is important to them that their students don't fall behind.  As a result issues that impact an individual being able to access their courses cannot take more than 1 day to resolve.
Issues that impact an entire class should be resolved within 1-2 hours
Incidents take 15 minutes each to resolve
To aid you in determining the best support approach for them, CPC has provided you with a set of recent incidents from the past month.  Unfortunately, there is no categorization or additional information available, besides the short descriptions.  They did not differentiate between service requests and incidents.

 

 

 

Some Assumptions for your Service

 

When building your proposal, make the following assumptions:

 

Service requests take 1 hour each to resolve
A full time tech can do 6 hours of work per day
A full time tech costs $50,000 per year
A full time tech can only work 8 consecutive hours each day
A full time tech can only work 5 days in a 7 day week
Assume the provided incidents represent what would come in over a 30 day period
What you need to do:

 

What services you have identified from the provided incidents. This can be presented as a proposed Service Catalog.
Proposed process for Service Request Management.  Be specific and provide as much detail as possible.