What is covered in learning outcome 1:
Tools:

 software diagnostic and monitoring tools e.g. VNC, remote diagnostic connections; other eg control 

panel

Techniques

: direct questioning of users; recording faults and remedies eg fault log, solutions database 

Future trends

: possibilities eg increasing reliance on remote support, development of systems that analyse 

and report on faults for other uses such as planning corporate training programmes, development of 

central infrastructures, contracted out and offshore services

Assignments and Criteria that covers this outcome:
P1, P3, P7,

Key Words:
Monitoring Tools - this us used to see the users/costumers screen so that the ICT support technician does not need to go to the computer in order to help with software.

Diagnostic tools - This is used to diagnose or see what the problem/fault is that is causing the user problems with out the ICT support technician having to work out the problem all of the time. 

Working procedures and policies, organisational guidelines eg reporting of faults, internet use, security; 

service level agreements; confidentiality; sensitivity of information; organisational constraints eg costs of 

resources required, time, user expertise; outsourcing of support services.