P2 , M2

Polices and procedures

P2- explain the impact organisational policies and procedures can have on the provision of technical support.

• security - the things that you would see in the security policies is that everyone's personal details, such as passwords, emails, photos, names, addresses, phone numbers, etc. would have to be secured in a safe place were no one can look at it, also you world have to have files with encryption so that no one can gain access to the information, another thing is that the company will have to have back ups that is at least 25 miles away from the company the reason why is because this is the law and also because it is recommended because if you lose the files you don't wont to start it all over again, also in the sections admins should have proxy's to access the sites that the normal employees can not look at so that if they needed to find out something or download something that the company needs to have.
• dpa - you would also find this in the policies of it support because what this covers is the protection of peoples personal information and also to allow company's to pass your information without any consent and to also keep all the information confidential by putting it into secure areas where no one can view without permission
• service level agreements - an example of this would be with internet provider company's and what this means is that you will have to agree with there levels and some of these agreements would be time between failures, time to repair, and time to recovery they make you sign thee documents so that you can not complain when they get it wrong.
• sensitive information - the reason why this is a policies is because if they are not protected in might result in the company losing the advantage over the over company because everyone knows what your next big idea is or another reason why this is protected so that no one can hack in to the system.
• somewhere in the policies of the company you will see that a company has to protect there system from viruses because there are viruses out there that can get through the security of your system and send personnel information to who ever is hacking your company and this can cause you alot of trouble because your employees personal details can be used to hack there bank accounts so this is why the company needs to be protected.

M2 The advantages and disadvantages of outsourcing work

what is out sourcing, out sourcing is when you hire a company that has nothing to do with yours and what this means is that if your company has too much work to do and not enough staff to manage it you can ring an out source company to do that work for you. there are many advantages and disadvantages of out sourcing and they are.

advantages

•  cheap - this is good because it will cost your company less to get the work done instead of doing it within your company and costing more
• another advantage is that your company will make extra profit and this is good because if your company is fully loaded up with work and the company will make a little more profit not as much as they would if they done it themselves.
• it reduces liability of your company because if the company that is out sourcing it gets it wrong or loses the work they will have to pay for not your company
• if your company was a call centre and you wanted the company to be running 24 hours a day you would out source to a company out side of your country that works the hours your company is offline.
• most out source company's are specialist in the job role in what you want them to do this is good because you don't want them to do the work wrong because the would be a waste of time and money and would not be worth it.

disadvantages

• one disadvantage of out sourcing bankruptcy the reason why is because if the company the company that is doing the outsourcing goes bankrupt there will be no one doing the work and your company will be losing money and will have to spend more money on another company to do it or they will have to delay the deadline but they will make the lose some of their support and that is something the company does not what.
• another disadvantage of outsourcing is the laws that come with it because when you are working with another company they are going to want your emails, phone numbers,  and the staff that work for you and they will have to sign a contract stating that if the sign this they are by law not allowed to share this information any other company and this is called confidentiality.
• there is also the language barrier when you hire an outsource company that is in another country, because if your company was a call centre and you want it to run 24 hours a day you will have to hire a company that is in the correct time zone but that will lead you with customers that can not understand the people that are answering the phone and that might make you lose customers.
• another disadvantage that you can get when outsourcing is the lack of training this is bad because say if someone wanted to call the company to help fix the problem with the computer and the person that answered the phone did not know how to fix it the will be a problem and you will get complaints about your customer service and if this happens alot your company will get a bad rating.

the reason why most prefer to use in-house support than out sourceing is because it will cost less money and