UNIVERSITY OF TRANSPORT AND

COMMUNICATION CAMPUS HO CHI MINH CITY

UNIT 5: IT-BASED SERVICES

Group 10:
Nguyn Phc Sang
Nguyn Mnh Ti
Trn Thin Tm
on Vn Ty
Trn nh Thanh
 CONTENTS

I. Warm-up

II.Comprehension Check

III.Tasks

UNIT 5 : IT-BASED SERVICE GROUP 10 1

 WARM-UP
Read these introductions and find the answer to the question below.
1. What are the name of the companies?
2. What services do they offer?
3. Can you rank these companies in terms of their IT competence?

a) Maxland is a real estate company that operates

in Southeast Asia. It has recently acquired several
smaller competitors and now has offices in every
state. It contacts clients through local advertising,
databases, emails and has details of every
property for sale on its website.

UNIT 5 : IT-BASED SERVICE GROUP 10 2

 WARM-UP

b) The Dressing Room is a small boutique

specializing in clothes and accessories for
women. It is a family business with only one
store and the proprietor has little knowledge of
IT.

UNIT 5 : IT-BASED SERVICE GROUP 10 3

 WARM-UP

c) G-soft is a start-up company in Korea

that is developing a range of language
learning DVDs and games. The office has
five programmers and there is a team of
15 other freelance software developers
and language teaches who also work for
the organisation.

UNIT 5 : IT-BASED SERVICE GROUP 10 4

 WARM-UP
d) Olympus ZI is a code name of an
operation that gathers intelligence from a
military base in the Eastern
Mediterranean. The team intercepts radio
and email communications and passes the
details back to the security services.

UNIT 5 : IT-BASED SERVICE GROUP 10 5

 COMPREHENSION CHECK
GOLD
The Gold package includes:
A dedicated team proactively monitoring your equipment and services for
fault 24 hours a day, 7 days a week
Mt i ng nhn vin tn tm tch cc gim st li trn cc dch v
v thit b ca bn 24/7.
A fast,4-hour guaranteed response to all faults reported 24/7
Phn hi nhanh chng, m bo phn hi trong vng 4 gi cho tt c
cc li c bo co 24/7
Performance and utilisation monitoring of all your network and applications to
ensure users get the experrience they want
Gim st hiu sut s dng cho tt c cc ng dng v mng ca bn
chc chn rng nhng ngi s dng c c tri nghim m h
mong mun.
Real-time reporting provided online, enabling you to see whats happening
with your technology infrastructure at all times
Bo co thi gian thc c cung cp trc tuyn, cho php bn thy
iu g ang xy ra vi c s hng tng cng ngh ca bn ti mi
thi im.
A decicated ThaiManagement Service Manager just for your business
Mt UNIT
ngi5 :qun
IT-BASED
l dchSERVICE
v ThaiManagement ch dnh ring GROUP
cho10doanh5
 COMPREHENSION CHECK
Technology refresh on an annual basis during the service contract.
Lm mi cng ngh hng nm trong sut thi gian hp ng dch v.
A minimum contract term of five years is required.
Thi hn hp ng c yu cu ti thiu l 5 nm.
SLIVER
The Sliver package includes:
Gi bc bao gm:
Same day response to technology faults reported to our Helpdesk
Phn hi ngay trong ngy cho cc li k thut c bo ti b phn h
tr ca chng ti.
Services agents will take your calls during extended business hours (7 days a
week!)
Nhng nhn vin bo dng s gi in cho bn ngoi gi lm vic ( 7
ngy mt tun)
Proactive Fault Monitoring our agents will test and ping your equipment and
services on a regular basis to spot problems before you do
Ch ng gim st li nhng nhn vin ca chng ti s kim tra v
nh du cc dch v v thit b ca bn thng xuyn xc nh
cc vn trc khi bn lm.
Performance monitoring of your network to find any bottlenecks or cost-saving
opportunities
 COMPREHENSION CHECK
A ThaiManagement Service Manager assigned to your account, responsible
for your total service experrience.
Mt ngi qun l dch v ThaiManagement c ch nh ti ti
khon ca bn, chu trch nhim cho vic tri nghim ton b cc dch
v ca bn.
A minimum contract term of five years is required.
Thi hn hp ng ti thiu c yu cu l 5 nm.
BRONZE
The Bronze package includes:
Gi ng bao gm
A free phone Helpdesk number for you to report all your faults during normal
business hours
Gi in thoi min ph n nhn vin h tr bn c th bo co tt
c cc li xy ra trong gi lm vic
Experienced service agents responding to your call within 30 seconds
Cc nhn vin bo dng c kinh nghim tr li cuc gi ca bn
trong vng 30 giy
Management of your fault with our market leading trouble ticket system
Qun l li ca bn vi h thng v li hng u th trng ca chng
ti.
UNIT 5field
Qualified : IT-BASED SERVICE
maintenance engineers who are fully trained GROUP 10 to5
and equipped
 COMPREHENSION CHECK
A guarantee that we will respond to your fault by the next working day.
Mt s m bo rng chng ti s phn hi li ca bn vo ngy lm
vic tip theo
All available for a low-cost service fee payable monthly.
Tt c u c sn cho mt khon chi ph dch v thp phi tr hng
thng.
A minimum contract term of five years is required.
Thi hn hp ng ti thiu c yu cu l 5 nm.

UNIT 5 : IT-BASED SERVICE GROUP 10 5

 TASK

ASK 1: Match the three levels with the word that best describes the service
Managed Silver
Reactive Bronze
Proactive Gold
ask 2: Label the services offered, B for Bronze, S for Silver or G for Gold
. Includes the supply of new equipment G
. Deals with problems with four hours G
. Offers a helpline during the day only B
. Offers the services of a managaer probably shared with other customer S
. Is the cheapest B
. Deals with faults only after they happened B
. Has the shortest contract term B
. Includes an optional buyback of equipment G

UNIT 5 : IT-BASED SERVICE GROUP 10 5

 COMPREHENSION CHECK
Task 3: An agent from ThaiManagement is talking about the service the
company can provide complete the sentences with the words and phrases
rom the box

UNIT 5 : IT-BASED SERVICE GROUP 10 5

 COMPREHENSION CHECK

UNIT 5 : IT-BASED SERVICE GROUP 10 5

 COMPREHENSION CHECK

UNIT 5 : IT-BASED SERVICE GROUP 10 5