1. Cambridge Technicals: IT
Unit 1: fundamentals of it
LO3 – Understanding business it systems

2. Assessment Outcomes You will need to understand: Types of server
3.1 Types of servers 3.2 Virtualisation 3.3 Networking characteristics 3.4 Connectivity methods 3.5 Business systems
You will need to understand:
Types of server
Different forms of virtualisation
Networking topologies and characteristics
Connectivity methods and characteristics
Business systems
In the exam you will be given precise questions requiring precise answers based on a scenario to answers questions from, and adapt your knowledge and use the key terms and named components to give a judgemental answer

3. Keywords and Definitions
Explanations of the key terms used within this unit, in the context of this unit
Computer components
Items which together form a computer system
Input devices
Devices that allow the user, which may be another computer or a measuring device, to give instruction or provide data to the computer system
Output devices
Devices that enable the computer system to provide information, data or instructions to another user, which may be computer or human

4. Types of servers 3.1 Types of servers
A server is a powerful computer or device that serves a particular need on a network. Any computer can act as a server, but it requires extra memory and computing power to run the computer and also serve the needs of the network. A range of specialist servers exist that can carry out a wide range of services on a network, but one server is only responsible for one particular service. The most common servers include the following:
File servers
Print servers
Application servers
Mail servers
Web servers
Domain name servers

5. Types of servers – File server
A file server will store and manage files on a network
Mapped to computers on a network using a drive letter (such as W: ) so similar to using your conventional hard disk.
An administrator can set permission levels for files and folders (read, read-write, over- write, delete, etc)
Own storage space set up for your own private use, plus shared areas for group use
Different file servers can be used to store files for different departments (eg. Finance, HR, Production)

6. Types of servers – print server
A print server is dedicated to handling and managing printing to a networked printer.
Done using a ‘print queue’ storage area called the print spooler
Print jobs sent by client machines get stored in the print queue ready for its turn to be printed
Owner can delete jobs from the spooler
Administrator can also stop jobs if problems occur, (waiting for different sized paper) or delete jobs

7. Types of servers – application server
An application server allows client computers to run licenced applications without needing them to be locally installed Applications are installed once on the server, and then loaded from the server when opened by a client

8. Types of servers – mail server
A mail server manages all aspects of across a network.
Departments can be given shared addresses (e.g. that a sales department can manage
Users can access their s using multiple devices
Messages can be sent to large groups at once

9. Types of servers – web & domain name
A web server is used to ‘host’ websites They store all files and data associated with a particular website It reacts to HTTP and HTTPS requests from a client to deliver content and services, and FTP requests to receive content These servers are usually run by a web hosting company, from whom you would expect the following:
Before hosting a website, a URL (Uniform Resource Locator) must be chosen and registered. This is also referred to as the site’s domain name, e.g. Every domain name for every website is unique, and every URL is converted into a unique IP address. The Domain Name Server (DNS) works like a phonebook, linking someone’s name (or website address) to their phone number (or IP address) DNS servers work in a hierarchical structure, so if one DNS server does not know the whereabouts of a particular website, the request is passed on to the next level up.

10. Network protocols 3.3 Network Characteristics
Network protocols are the agreed rules of how to communicate over a network, made formal using world standards.
Protocol
Description
TCP/IP (Transmission Control Protocol/Internet Protocol)
Two protocols that combine to allow communication between computer systems on a network. IP is a protocol that sets out the format of packets and an addressing system. TCP is a protocol that allows packets to be sent and received between computer systems
HTTP (Hypertext Transfer Protocol)
HTTP is a protocol than can be used to transfer multimedia web pages over the Internet.
FTP (File Transfer Protocol)
FTP is a protocol that can be used when copying a file from one location to another via a network or the Internet. It is typically used for the transfer of large files, as it allows broken communications to resume transferring a file rather than having to restart.

11. Types of networks 3.3 Network Characteristics
Peer-to-peer networks involve one or more computers being linked together directly, rather than going through a server.
There are several forms of peer-to-peer network topologies, including the following:
Bus network
Star network
Ring network
Mesh network
Explain, using a diagram, how each network topology works, showing all devices and connections.
Give at least three advantages of disadvantages of using each network.

12. Graded questions
LO2
Explain the purposes of the following types of server:
File Server
Print Server
Mail Server
Application Server
Web Server
Domain Server
Exam Questions Explain the benefits of using an application server within a large company. Describe the stages of how a client accesses information from a website Explain how file servers can enable greater security of information within a business

13. Customer relations management systems (CRM)
3.5 Business Systems
A CRM System is used to manage a company’s interactions with current and future customers. Although CRM is aimed primarily at sales and customer support functions, it can also be used to aid understanding of current sales, prospective sales and forecasting future trends. Marketing A CRM can be used to measure and track marketing campaigns over a range of different media. TV and Radio advertising, social media campaigns and mailing lists can be used, with their effectiveness recorded and analysed. This information can then be used to evaluate the most effective marketing strategies for the future. Customer Service Support CRM systems can be used to create, manage and assign customer service requests, over a range of methods. Call centres and online support teams can make use of software to help direct customers to the best qualified agents to solve any issues. It can also be used to identify customer loyalty over time and manage reward schemes.

14. Customer relations management systems (CRM)
3.5 Business Systems
Social Media CRM often makes use of social media to build customer relationships, with some systems integrating with social networking sites to track and communicate with customers sharing opinions and experiences about a company, products and services. This information can then be used to make changes and improvements if required. Appointments CRM systems can automatically suggest suitable appointment times to customers via or instant messaging, using synchronised calendars.

15. Benefits of a crm within a company
3.5 Business Systems
Increased Efficiency If well implemented, a CRM system can replace automate previously manual processes to give employees more time for other complex tasks. Examples may include sales reports and forecasts based on gathered data, using social media to automatically target potential customers based on their browsing habits and history, and enabling employees to work together effectively in teams. Collaboration CRM systems can make use of the cloud to enable employees in multiple departments to manage customer relationships most effectively. For many companies, any particular customer will not be dealt with by only one employee, so all interactions are recorded to produce a profile of each customer, as well as other organisations a company may deal with. Data Data is increasingly valuable for many organisations in the modern day world, and is collected for just about everything that everyone does (Big Data). Many CRM systems house some of the most valuable data for a company, with its real value coming from data analysis and visualisation tools. This can enable companies to discover things about their customers that they wouldn’t otherwise be able to do. Accountability With every interaction with each customer fully recorded, any shortcomings, errors or failures can be identified, in order to establish what went wrong, who was responsible, and how to ensure it doesn’t happen again. Improved Customer Experience The ultimate purpose of a CRM is to lead to a better customer experience, through the effective use of all tools and benefits identified above. Every company relies on retaining its existing customers, as well as attracting new ones, in order to be successful.

16. limitations of a crm within a company
3.5 Business Systems
Overhead costs Companies can decide to use a local CRM system, or pay for a system managed by someone else. Either way, costs are involved. Depending on the effectiveness of its use, it may or may not be worth using. In-house systems will involve hiring and paying specialist staff to manage the software, whilst proprietary systems will involve paying external developers and administrators. It’s also important to keep backups of information, adding further expense with running and storage costs. System upgrades and security patches also incur added costs. Training Any company making use of a CRM system will need to train staff to use the system to get the most effective use from it. For small companies this may affect them less due to smaller staff numbers, but larger companies may need to hire in external professionals to run group training sessions. Training may also be different for different levels of staff (regular sales staff will use the system differently to managers and executives). This may also be required when any upgrades are made to the system.

17. Real-life examples of effective crm use
3.5 Business Systems
bit.ly URL shortening service used CRM systems to enable users to fully understand and appreciate the value of its product, using effective marketing strategies, targeting particular customers. By tracking the use of URLs, they could be provide more powerful insights to marketers and companies of how potential customers reach their services and how effective different routes were. Etsy Uses a range of targeted internet marketing to ‘personalise the user journey in such a way that visitors see products that resonate with them’. By looking at a user’s history and their browsing habits, potential customers can be attracted to particular products in different ways. PlentyOfFish The app is constantly optimised and improved based on regular user testing, and in-house testing and analysis. The company ‘has seen a distinct increase in user engagement rates since implementing a more rigorous testing process over the past year’. Wells Fargo A major bank in the US, realised that many of their customers use multiple banks, so use CRM to make use of social media connectivity, remaining in touch and accessible to those that need them. It also enables their staff to interact effectively in the cloud, connect with customers and minimise risk.

18. Standard operating procedure software
3.5 Business Systems
Standard Operating Procedures (SOPs) are the documented processes that a company has in place to ensure services and/or products are delivered consistently every time. The software puts this practice into a system and manages procedures from within the package. These procedures are used to govern how staff are recruited, products bought and sold, how customer complaints are dealt with, etc. As a company evolves or grows, SOPs may need to be altered, or new procedures created, in order for decisions to be made properly. Additional management to deal with this may also be required. SOPs enable companies to deliver services consistently, and ensures every employee knows what should happen and how to deal with any particular situation. This in turn should lead to consistent experiences for customers.

19. Standard operating procedure software
3.5 Business Systems
Benefits Standard Operating Procedures (SOPs) ensure services and/or products are delivered consistently every time. The software puts this practice into a system and manages procedures from within the package. SOPs enable companies to deliver services consistently, and ensures every employee knows what should happen and how to deal with any particular situation. This in turn should lead to consistent experiences for customers. Limitations As a company evolves or grows, SOPs may need to be altered, or new procedures created, in order for decisions to be made properly. Additional management to deal with this may also be required. This can lead to extra costs being incurred in both time and resources involved in the creation of new procedures, possibly affected by legal issues (legal costs). In the time taken to create new procedures, the use of existing ones could mean inefficient practice, delays and more costs. Imposing restrictions and insisting on details can lead to inflexible practice and a lack of innovation, and too much time spent on admin rather than getting on with the actual job

20. Sop use examples 3.5 Business Systems
Many businesses, when starting first starting out, fail to put SOPs in place, and later regret this. A range of improvements can be made to any business using SOPs, including the following:
Cashflow management – procedures for setting up accounts, submitting invoices, chasing late payments, etc
Managing clients – storing personal details, what information they need to know about the company, initiating regular contact lists, etc
Recruitment – position advertising, interview selection processes, clear work rules and procedures, legal and ethical issues, etc

21. Help desk 3.5 Business Systems
A number of straightforward problems that arise within an organisation can be fixed by going through sets of written instructions (FAQs), often available online or on an intranet, or using SOPs.
For more complex, larger or technical problems, it is useful to have a someone ready and available with the knowledge and skills to fix the problem.
A helpdesk can receive problem details from users and, depending on their nature, can assign jobs to different technicians based on the nature of the problem (location, priority, complexity, etc). This process is usually managed through agreed levels of support for departments or customers.
Limitations of this method include:
Cost of setting up an in-house help desk with hardware, software and staffing
Cost of buying help desk services from an external source (third party)
Issues with availability of the help desk, for example, the need for 24-hour callout, availability during bank holidays
Loss of service through breakdown of communication systems

22. Business systems tasks
What is an MIS? Identify and explain three benefits and two limitations of using an MIS for managing staff information. What is a CRM? Identify and explain three benefits and two limitations of using a CRM for managing customer support information. What is a SOP? Identify and explain three benefits and two limitations of using a SOP for managing procedural information.
Explain and justify which system would be most beneficial for a local business.
You should consider the following in your answer:
Costs of implementation
Benefits to business and customers
Ease of transition and use

23. virtualisation 3.2 Virtualisation
Virtualisation is used to create a simulated network or virtual network, computer or server using software. The most common level of virtualisation is by using multiple operating systems on a single piece of hardware, also known as creating a ‘virtual machine’. Separate software can be used on the ‘virtual machine’, whilst hardware is emulated using software (e.g. a virtual CD-ROM drive). A virtual machine can be copied and moved to another computer, just like a normal data file. The virtual machine also uses the processing power, storage and network connections of the host machine. Whilst not being as powerful as the host machine, virtualization allows the most efficient use of hardware, software and processing power. Despite using the same equipment, virtualized computers, networks and servers are all separate from their hosts. Multiple virtual machines can be created on the same equipment, but all data is accessed separately, as they act like entirely separate devices.

24. virtualisation 3.2 Virtualisation
Server virtualisation enables a single physical server to run several applications, each appearing to have its own server. Computer virtualisation enables a single computer to support a separate operating system, running different software, within a computer. The virtual machine behaves like a separate computer, complete with virtual hardware devices. Network virtualisation can be achieved using a Virtual-LAN (VLAN) or a Virtual Private Network (VPN). A VLAN allows a physical network to be split into a separate network, so other devices are not able to interact with it. A VPN allows you to send information through a network with an extra level of security, so that information cannot be seen until it reaches the recipient.

25. Virtualisation – benefits & Limitations
Greater efficiency of equipment – processing power, memory and storage of host devices can be shared between virtual machines
Cost – same equipment can be used to run multiple tasks (same server can host data from multiple departments)
Management of infrastructure – less equipment needs to be maintained, less space needed
Work location flexibility – staff can access work from elsewhere by using a remote connection using their work PC
Server migration – virtual servers can be moved to different physical servers will still live, maintaining the most effective use of equipment and allowing the client’s connection to stay live
Not a good choice for server applications that demand high processing power, as it will slow everything down
Too many virtual machines on one device will limit the disk space available
Applications running through a remote connection will run slower than if running on the host machine
When migrating servers, the connection speed to the client will be reduced, therefore their efficiency is decreased

26. Connectivity methods 3.4 Connectivity methods
There are four main types of network configuration:
Local Area Network (LAN) – connects together a number of devices within a small geographical area.
Wide Area Network (WAN) – connects devices together that are separated over long distances.
Metropolitan Area Network (MAN) – interconnects users with resources over an area wider than can be covered by a LAN, but smaller than a WAN. Can also offer an efficient connection to a WAN.
Personal Area Network (PAN) – organised around devices used by an individual person. Could include PC, mobile phone, tablet and other devices within a small area, connected using wired and wireless technologies.

27. Connectivity methods 3.4 Connectivity methods Voice
Data and voice can be sent over telephone wires or by cellular or satellite technology, the clearest being over a fixed cables between sender and receiver.
Wired devices are connected using a Public Switched Telephone Network (PSTN). This is the basis behind all connections made over a WAN. If a connection to this is not available, a wireless connection is used.
Cellular technology requires towers carrying transmitters/receivers to be in line of sight to the user’s communication device. Connections can be limited or lost when in tunnels, remote areas, or shielded by large buildings.
Satellites
Point-to-multipoint communication systems that receive transmissions and rebroadcast them to receivers, e.g. TV transmission
Used in geostatic orbit (appear to stay in a single location above earth), but can be moved if required.
Due to distance between satellite and ground (typically 75,000km), can cause a delay in transmission

28. Pass grade questions LO3
Identify three types of server, one of which must be virtual
Identify three network topologies that could be used in a small business
For each of the purposes below identify the most appropriate business system
Support for an end user whose computer has crashed
A system to improve sales to your clients
An audit trail of actions taken by staff while carrying out risk assessment on a computer system
Define virtualisation