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Week 27
In this week's content we will be looking at it support management: knowledge base, trends and service plan through a realistic Level 3 IT context. You will be required to analyse support data from two organisations and produce a practical support-management plan and a reusable knowledge-base article.
Steps to complete:
1. Audit two support articles for clarity, sequence, evidence and escalation points.
2. Compare OpenDoor Charity and FrameLab Studio support needs and constraints.
3. Use the supplied CSV to identify recurring categories, peak times and unresolved patterns.
4. Write a user-facing article for one repeated issue with numbered steps and clear stop/escalate conditions.
5. Write a 400-word plan covering channels, priorities, escalation, records, knowledge, staffing and review metrics.
6. Check that the plan fits the chosen organisation rather than describing a generic helpdesk.
By the end of the session you should have a data-informed knowledge-base article and tailored IT support-management plan.
Last Updated
2026-09-14 09:29:33
English and Maths
English
data interpretation; procedural writing; organisational comparison; planning; audience adaptation.
Maths
Stretch and Challenge
Stretch and Challenge
Homework
Homework
Equality and Diversity Calendar
How to's
How to's Coverage
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Links to Assessment Criteria |
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AQA AO1, AO3, AO5, AO6: interpret data, compare contexts and produce clear instructional/planning writing. Unit 12: IT Technical Support and Management — C: develop an IT support and management plan; service needs, staffing, records, escalation, knowledge and continuous improvement.
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