IT, Web

Assignment title Assignment 3:Gathering information to provide advice and guidance to users


In this assessment you will have opportunities to provide evidence against the following criteria.
Indicate the page numbers where the evidence can be found.


Criteria reference To achieve the criteria the evidence must show that the learner is able to:   Task no.   Evidence
P3 Identify the types of fault that can occur   1    

Source technical information to provide advice and guidance for a variety of faults



Judge the value of different sources of support material


















P4 Source technical information to provide advice and guidance for a variety of faults

Teachers, mentors, and technicians are in charge of providing correct, valuable, and up-to-date technical sources that the user can refer to for advice and guide the assembly, operation, and running of software programs. In this regard, Technicians have hands-on knowledge and expertise to provide valuable content that steers the user towards solving the emerging issues (ZHS, 2020).  Technicians and software developers are armed with genuine and valuable content used with a deep understanding of the terms and conditions under which the programs should be altered, repaired, and cleaned. However, their books, articles, manuals are priceless tools that are concise and brief to help the users when in need. Traditionally there are three distinct sources that software users can rely on to solve everyday hiccups.  The technical sources include user manuals, forums, and books.

Books: Books are resourceful technical information sources as they comprise of tested and tried solutions. Books contain a wellspring of data that aid in providing direction of the most common questions and issues. However, books vary depending on, area of study and the knowledge and expertise of the author. For example, when the computer software is exposed to user faults, the user can refer to a book containing all the viruses to showcase the first vital steps to counter the problem. Many users prefer books to other technical sources as they provided detailed information that allows the user to study even before the occurrence of the problem. Although books offer a wide assortment of data, it solely depends on the users’ ability to read and comprehend, which will enable the user what he/she has learned to solve the issue and avoid its repetition (ZHS, 2020). However can be time-consuming due to the amount of time needed to read, understand and practice.

Furthermore, they favor the book as it does not incur extra costs. Most of the books come and are shipped alongside the hardware of software products as parcels and heaps of data to showcase the validity, accuracy, and operability of a quality brand in the market. Secondly, books are good tools for utilizing exhortation and direction; they require no power and are considered portable. Thirdly, books are eligible for review by an external organization to guarantee accuracy, validity, and legitimacy; thus, they are reputable technical sources for advice and guidance.

Forums: Traditionally, forums provide hands-on experience and knowledge for the user. Forums are ideal for challenging issues that are tough to crack and require the expertise of two or more people. These faults include error messages and loss of services.  In such a scenario, gatherings play a critical role in shedding some light on the other individuals’ misfortunes. Although error messages are not a particularly large issue, loss of services is a predominantly high-risk issue that affects many computers in its network.  Loss of data can affect a chain of computers when other network users take up all the bandwidth causing you issues (IT Technical Support, 2020). Forums bring people across the network to discuss, check up on all the machines within the network to brainstorm on the diverse ways to resolve the issue. During gatherings, there are various kinds of discussions depending on the changing levels of support and expertise.  Forums are advantages as they can be exact at explaining and solving issues because multiple people are having a problem and figuring out how to repair it, and posting it on the gathering as soon as a viable solution surfaces on a real-time basis.

User manuals: Client manuals are the preferred standpoint to consuming brief, concise, accurate, and legitimate advice and guidance. User manuals mainly come to inform of little flyers or booklets furnished with the item of purchase. These manuals comprise valuable data about the item purchased to give counsel and direction on the assembly and operation of the item.  However, client manuals have zero in no respect an assortment of data to prove the quality of the product as they have restricted information.

M3 Judge the value of different sources of support material

Teaching/training. Training is the preferred method as it is interactive and engaging, and you have the opportunity to ask questions and get good advice and guidance regarding that question. Although training is reliable, it can be time-consuming and quite expensive. Furthermore, all programs are not custom-made to match the client’s needs.  Training offers the opportunity to participate in real-life issues, seek advice and counsel on issues arising from software in use or scheduled for the future (Fareham College, 2014).

Manufacturers support website: Most the manufacturer’s website offers in-depth advice and guidance; it contains all the relevant to your needs. However, on the downside, a website can have too much information that may lead to poor comprehension. The manufacturer’s website offers concise advice and counsel on system failures, dead signals, etc.  However, this is mainly dependent on the origin of the problem. There is little to no knowledge on issues arising due to exterior features that may contribute to the system failure and become part of the existing problem.  In this regard, the manufacturer’s website is ideal for tracking the origin of the issue ( Pearson, 2020).

Telephone recommendations: Telephone calls are exceptionally reliable ways to offer guidance and directions. Companies can give their advice and direction that showcase to the customers worldwide that they are flexible and dependable and can provide round-the-clock exhortation and leadership.  Telephone recommendations work best for software installation, assembly and performance. They offer little to no advice or counsel to external faults such as viruses etc.

Internet source: The World Wide Web is a wellspring of data that is exceptionally helpful in solving specialized issues. The web also hosts enormous FAQS available on many sites, such as Microsoft’s official website.

Repair shop recommendation: Repair shop suggestions are beneficial to clarify the exhortation and direction of IT frameworks. This is because repair shops have knowledge and expertise in numerous territories in the IT department and provide enormous counsel and advice you may require. However, this suggestion has innumerable weaknesses, such as predisposition to on the basis that the proprietor is on a mission to profit from his services; therefore, it can be an expensive proposition.


Pearson. (2020). IT Technical Support . Retrieved from

Fareham College. (2014). Unit 12 – IT Technical Support. Retrieved from

IT Technical Support. (2020). Identify the types of faults that can occur. Retrieved from IT Technical Support:

ZHS. (2020). Technical advice and guidance at level 3. Retrieved from




IT Technical Support. (2020). Identify the types of faults that can occur. Retrieved from IT Technical Support:



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