Unit 5 done

Unit Five IT-BASED SERVICES A READING SKILL Warm-up Pair/ Individual work Read these introductions and find the answers to the questions below What are the names of the companies? What services they offer? Rank these companies in terms of their IT competence? No is the best 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 in the US It contacts clients through local advertising, databases, emails and has details of every property for sale on its website - ………………………………………… Rank: - ………………………………………… b) The Dressing Room is a small boutique specialising in clothes and accessories for women It is a family business with only one store and the proprietor has little knowledge of IT - ………………………………………… Rank: - ………………………………………… 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 organization - ………………………………………… Rank: - ………………………………………… 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 - ………………………………………… Rank: - ………………………………………… Comprehension Check Managed Services ThaiManagement is a managed services provider that offers three different levels of service to customers GOLD SILVER The Gold package includes: The Silver package includes: * A dedicated team proactively monitoring your equipment and services for faults 24 hours a day, days a week * Same day response to technology faults reported to our Helpdesk * A fast, 4-hour guaranteed response to all faults reported 24/7 * Performance and utilisation monitoring of all your network and applications to ensure users get the experience they want * Real-time reporting provided online, enabling you to see what's happening with your technology infrastructure at all times * A dedicated ThaiManagement Service Manager just for your business * Buyback of your existing infrastructure as part of the agreement * Technology refresh on an annual basis during the service contract * Service agents will take your calls during extended business hours (7 days a week!) * Proactive Fault Monitoring our agents will test and ping your equipment and services on a regular basis to spot problems before you BRONZE The Bronze package includes: * A free phone Helpdesk number for you to report all your faults during normal business hours * Experienced service agents responding to your call within 30 seconds * Management of your fault with our marketleading trouble ticket system * Performance monitoring of your network to find any bottlenecks or cost-saving opportunities * Qualified field maintenance engineers who are fully trained and equipped to fix your faults * Monthly Service Reports allowing you to spot trends in usage and problem areas and plan better for the future * A guarantee that we will respond to your fault by the next working day * A ThaiManagement Service Manager assigned to your account, responsible for your total service experience + A minimum contract term of * All available for a lowcost service fee payable monthly + A minimum contract term of two years is required + A minimum contract term of five years is required five years is required KEY WORDS AND PHRASES (appearing in the order of the text) real-time reporting (nph): báo cáo lập tức, chỗ buyback (of sth) (n): mua lại technology refresh (nph): đổi mới/ tân trang công nghệ, máy móc contract term (nph): thời hạn hợp đồng extended business hours (nph): ngồi làm việc thơng thường ping (a device) (v): kiểm tra (thiết bị/ dịch vụ) dụng cụ, thiết bị/ dịch vụ ổn, dụng cụ phát âm ‘ping’ on a regular basis (prep): thường xuyên, theo định kỳ cost-saving (adjph): tiết kiệm chi phí market-leading (a): hàng đầu, loại tốt trouble ticket (nph): thẻ/ phiếu báo lỗi (để lưu trữ/ báo cáo) qualified field mantenance engineer (nph): kỹ sư bảo trì chỗ/ địa bàn có trình độ low-cost service fee (nph): phí dịch vụ thấp Task Which does what? Label the services offered, B for Bronze, S for Silver or G for Gold includes the supply of new equipment giai quyet deals with problems within four hours chi co offers a Helpline during the day only offers the services of a manager probably shared with other customers dich vu dung chung is the cheapest deals with faults only after they happen has the shortest contract term includes an optional buyback of equipment mua lai thiet bi  G   B   G Task An agent from ThaiManagement is talking about the service the company can provide Complete the sentences with the words and phrases from the box chuyen dung chu dong Buyback Dedicated Fix Ping test Proactive Response Service Monitor We offer proactive service, which means that we try to predict and prevent faults rather than react to them service If we can't a fault immediately, we will replace the equipment buyback Under our scheme, we purchase all the equipment you are currently using and then upgrade it as necessary ping test We will run a on your equipment regularly to check that everything is working properly dedicated You can have a manager who will be personally responsible for looking after your business response We offer a very fast _ to any faults that you report to us monitor We will _ your network and equipment 24/7 to ensure that everything runs smoothly Task Are these statements true (T) or false (F)? Write T or F in each blank de ys den cai gi T The Gold package keeps _ an eye on your network and lets you know what is going on all the time F You have to share the Service Manager if you utilize the Gold package _ T _ The Silver package will respond to technology faults no later than 24 hours _ You can also receive real-time reports 24/7 with the Silver package F F _ The Bronze package is the cheapest but requires the longest contract term Dich tu bai doc TV > Ta dich cuoi sach B LISTENING SKILL Task 11 Listen to the discussion and decide if the following statements are True or False Write T or F in each blank You listen TWICE _ T The Bronze Service offers Helpdesk which is available five days a week f _ The Silver Service offers 24/7 helpdesk availability f _ The Silver Service offers both network and applications monitoring t _ The Silver Service offers shared service manager t The cost of the Gold Service is more than double that of the Silver Service _ Task 12 AdVentureUS is a venture capital company that specialize in funding international technology start-ups You are going to hear a company pitching for investment Listen TWICE and fill in the gaps with NO MORE THAN TWO WORDS There are 72 million pet dogs in the US and therefore about the same number of owners We have built a N N (1)………………… that allows owners to input their street name Lamppost.com presents a local map showing where nearby dogs and owners live The owners can click on the dog they think their dog will get on with and they can go for a walk together There’s also a local blog and message board on the site where v owners can (2)………………… group walks or if they are working, an ask for people to take their dogs for a walk during the day Users register on the site for $1 per year This creates an account for them We will have an (3)………………… section where owners can buy collars, leads, food, etc Vets’ Surgeries will also v advertise on the site using banners, which will be another (4)………………… stream for us We project two million registered users year one, five million registered users year two and (5)………………… registered users by year three When users register they have to provide an email address, so of course we can use these to form a mailing list that has a value C LANGUAGE FOCUS Comparing Adjectives We compare one-syllable adjectives and two-syllable adjectives ending in -y by adding -er or -est (the end -y becomes an -i) E.g The Silver service is cheaper than the Gold service The Bronze service is the cheapest We compare longer adjectives with more than or the most E.g The Silver service is more expensive than the Bronze service The Gold service is the most expensive We can also make comparisons with as as, without changing the adjective Equivalent: The contract term is as long for Silver as it is for Gold Negative: The Bronze service is not as good as the Silver service Qualified: The Silver service is almost as expensive as the Gold service Some common adjectives are irregular when compared good  better  best bad  worse  worst many/ much  more  most (a) little  less  least (a) few  fewer  fewest far  farther/ further  farthest/ furthest old  older/ elder  oldest/ eldest Some adjectives change their spelling when compared hot  hotter  the hottest big bigger  the biggest happy happier  the happiest easy  easier  the easiest Task Look back at the four organizations in the Warm-up Make comparisons about them, using the words given in brackets as complex as The Dressing Room's IT requirements are …………………… (not/ complex) those of Maxland The Dressing Room is probably ………………………… (easy) to manage than the other organizations easier bigger Maxland's website is probably ……………………… (big) than any of the others as computer literate (not/ computer-literate) as the staff at G-soft Maxland's employees are probably …………………… Of the four organizations, G-soft probably has ………………… (good) in-house IT specialists the best Task Underline the correct form of comparatives in the following sentences G-soft web presence is not probably as/ more expensive as Maxland's At Olympus Z1, security is the most important/ more important than it is at G-soft In fact, at Olympus Z1, security is probably the most critical/ more critical than issue The number of channels is greater than/ the greatest the number of repeaters Bell made a lot of inventions, but the telephone was the most important/ more important Task Choose the correct form of comparatives in the following sentences by circling A B, C or D The new service for the customer in your company is _ ever since A the worst B worse than C worst D bad The new service for customers in your company is than the previous one A the best B better C the better D best tra tu moi bai doc (gold-silver-bromze services) After inventing the automatic exchange, Strowger found that his business became A better profitable B more profitable C most profitable D as profitable Our digital switching centre contains _ electrical circuits than before A more complex B as complex C the most complex C so complex In our telecommunication age, a digital exchange works _ than a crossbar one A fastest B faster C as fast D more fast D WRITING SKILL Writing a Letter of Request 1.1 What is a Request Letter? Request Letter is a letter which is written when you need certain information, permission, favor, service or any other matter which requires a polite and humble request A requesting letter is written for various purposes that can be related to meeting, banking purposes… and business transactions In this ESP course, writing a letter of request is the goal for learners to achieve A letter of request can be formal or informal depending on specific situations As mentioned in Unit 4, in a formal letter you are supposed to use indirect questions while direct questions are expected in an informal letter Below are some useful structures when you want to ask for information in formal and informal situations FORMAL OPENING REMARKS INFORMAL I am writing to inquire about/ in I want you to tell me… connection with Can you let me know… INTRODUCING Could you tell me… REQUEST Could you please let me know… Can you send/tell me … I want to know… I would be interested in knowing… Can I also find out…? I would appreciate if you could I also want to know… tell me… I would be grateful if you could tell me… I would like to know… Another matter I need information on is… CLOSING REMARK I look forward to receiving your Send me the details as response soon as possible I would appreciate if you could Tell me soon inform me as soon as possible I await your prompt response Below is the format of a formal letter of request Sender’s information [Your Full Name] [Your Street Address] [City/State/Zip code] Recipient’s information [Full Name of Person You Are Asking] [Street Address] [City/State/Zip code] Subject: [Order PBX-1245] Dear [Mr/ Mrs/ Ms+ surname of person you are asking a favor from] [Opening paragraph: Begin with the request or a brief statement introducing it.] [Second paragraph: Provide background, justification, and details If asking questions, list them in parallel form List relevant information and suggestions] [Closing paragraph: Request action by a specific date If possible, provide a reason End the letter courteously by expressing appreciation] Yours Sincerely, [Your Full name] 1.2 Sample Request Letter Read the advertisement below Do you want to become a computer programmer in just months? Our center is going to provide a computer programming course with the price of $4,500 Learning time: a.m.- p.m daily Saturday and Sunday off Accommodation is at learners’ expenses After the course learners will be able to test, install, evaluate and maintain new systems and programs You will be able to support Project planning and reporting For more details, contact by email Mr Clark Cruise, Director of Sunshine Computer Center, 3rd Floor, Nine West Building.No.6, 54 th East Street, NY 7761 You happen to see this advertisement in a newspaper and you are interested in the 3- month computer programming course Write a letter to Mr Clarke and ask him:  If prior experience is necessary?  If the price of the course includes course materials  To send you a list of topics in the course Task Put the parts below into the correct order to make a complete request letter No has been done Subject: Arrangements for computer programming course I wonder what classes we have to take to be a computer programmer Would you mind sending me the list of topics commonly explored in your computer program course? list Dear Mr Clarke, From: John Smith St Croix Lutheran School 1200 Oakdale Avenue St Paul, MN 55118 Yours sincerely, Could you tell me if prior experience in programming is needed because I am among those who are not majoring in computer science? I would be interested in knowing if the cost of the study materials is included in the price of the course I look forward to hearing from you soon Having read your advertisement in News Weekly, I am interested in attending your 3- month computer programming course I would be grateful if you could give me some information about some of the arrangements gia ca, kih nghiem To: Mr Clarke Cruise – Director Sunshine Computer Center 3rd Floor, Nine West Building dua tren buc thu a John minh la clarke viet thu tra loi John( 100 words) lien ket No.6, 54th East Street, NY 7761 Task Supply the gaps in brackets […] below with relevant information, using the instruction given to make it a complete letter of request FROM: [Sender’s full name] ………………………………………………………… [Street address or P.O box]…………………………………………………… [City, State/ Country] ………………………………………………………… TO: [Addressee] …………………………………………………………………… [Company name] …………………………………………………………… [Street address or P.O box]…………………………………………………… [City, State/ Country] ………………………………………………………… SUBJECT: Seeking new suppliers [Date] …………………… [Greeting + Mr./ Mrs./ Ms./ Dr + Last Name] ………………………………., I am writing to request information on your company’s (1) [specific product and/or services] ……………………………………………………………… … ……………………………………………………………………………… My company provides (2) [description of the company’s work] ……………………………………………………………………………… … ………………………………………………………………………………… and we are seeking new suppliers I am very interested in finding out if your company’s (3) [same as (1)] …………………………………………… may meet our needs Please provide details about the product specified here, as well as any additional offerings that you think might appeal to us Our company is looking for (4) [any specific requirements on pricing, availability, specs, samples, etc.] ………………………………………………………………………………… ………………………………………………………………………………… You can learn more about (5) [sender’s company] ………………………… at (6) [the company’s website] www……………………………… .com You may submit the information requested via mail or email using the address above Also, don’t hesitate to let me know if you have any further question You may reach me at (7) [time a.m or p.m.] …………………… (8) [ time zone] ………………… at (9) [sender’s phone number] …………………………… or via email at (10) [sender’s email address] ………………………………… I look forward to hearing from you soon Kind regards, [Sign your name here] [ Full name, Job title] ……………………………… [Company’s name] ………………………………… E SPEAKING SKILL Task Individual work Referring to the text, present what you know about the services offered in each package below by ThaiManagement - The Gold Package - The Silver Package, and - The Bronze Package The presentation would last 2-3 minutes, beginning with “I’m going/ I’d like to talk about….” Task Role play Student A, an IT expert comes from the Better Management.co, a service provider Student B is an organization whose LAN has broken down Now you two talk and sort the problem out Make use of the hints in the language box below and role-play the situation The conversation would last 2-3 minutes, including the Hello and Goodbye Possible errors occuring on LAN: - disabled Network Adapter (card) - ‘yellow sign’ or ‘!’ (incorrect IP add.) - loose plug-in/ wrong wiring - virus infected - blocked Internet connection - wrong P/W in ADSL modem Student A Student B - What’s wrong/ has happened with/to + When I your network? happened… turned on…, nothing - I’d like to check the server/ wiring… + What are you going to with it? - I think we should replace/ remove it + How about repairing/ replacing…? - No It’s included in the contract + When is it finished/ done? - Very soon / It’d take more time 10 Perhaps, I’ll come back… + OK No problem/ Certainly Go ahead + Great Thank you Further guidance Let’s imagine a real life situation An IT expert comes to your office to fix the LAN Either you, as the host or him will say Hello first During your conversation, you will ask and answer each other about the points suggested below: - The problem occuring to the LAN - How to fix it - The fee - how to pay Finally, when things have been done, don’t fail to say Thank you and Goodbye to each other F TRANSLATION Task Translate the following passage into Vietnamese The threats against computer systems include physical attack, infection by harmful programs, and intrusions by illegitimate users Harmful programs enter a computer either by a file copied by a computer's legitimate user or via the network without authorization Harmful programs that copy themselves in other programs are called viruses They are also called worms if they copy themselves across the network To protect a system against such infection, we can use infection detection programs that look for known sequences of instructions in harmful programs or that monitor changes in the size of files Another method for protecting the computer system is to prevent or restrict the writing to disk or memory by some programs Unfortunately, such restriction requires a modification of the single-user operating system Task Translate the following sentences into English Các doanh nghiệp hoạt động dựa nhiều vào CNTT phải lưu ý đặc biệt đến công tác bảo mật liệu Các mối đe dọa đến máy tính chủ yếu bao gồm; công thể lực, lây nhiễm vi-rút xâm phạm trái phép Để bảo vệ máy tính, ta thực biện pháp như; khóa máy tính, sử dụng phần mềm phát diệt vi-rút, kiểm soát mật khẩu, dùng tường lửa, v.v 11 Người sử dụng nên chọn mật khó đốn, tốt nên định kỳ thay đổi mật Tường lửa hệ thống điều hành hạn chế gói liệu qua nó, thiết lập với hình thức 'bộ lọc gói' hay 'cổng ứng dụng' HOMEWORK Translate the following passage into English E-mail (electronic mail) is the exchange of computer-stored messages by telecommunication E-mail messages are usually encoded in ASCII (American Standard Code for Information Interchange) text However, you can also send non-text files, such as graphic images and sound files, as attachments sent in binary streams E-mail was one of the first uses of the Internet and is still the most popular use A large percentage of the total traffic over the Internet is e-mail However, since its first appearance in 2011, Messenger has been gradually taking over E-mail in terms of popularity Messenger launched by Facebook is a mobile messaging app used for instant messaging, sharing photos, videos, audio recordings and for group chats The app, which is free to download, can be used to communicate with your friends on Facebook and with your phone contacts Write definitions for the words in italic 12