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.
1. What are the names of the companies?
2. What services do they offer?
3. Rank these companies in terms of their IT competence? No. 1 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: 3

- …………………………………………

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: 4

- …………………………………………...
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: 2

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- …………………………………………...
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: 1

- …………………………………………
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, 7 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 do

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

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* 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 ngay lập tức, tại chỗ
buyback (of sth) (n): mua lại
technology refresh (nph): đổi mới/ tân trang cơng nghệ, máy móc
contract term (nph): thời hạn hợp đồng
extended business hours (nph): ngồi giờ làm việc thơng thường
ping (a device) (v): kiểm tra (thiết bị/ dịch vụ) bằng dụng cụ, nếu thiết bị/ dịch vụ ổn,
dụng cụ này sẽ phát ra âm thanh ‘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 nhất
trouble ticket (nph): thẻ/ phiếu báo lỗi (để lưu trữ/ báo cáo)
qualified field mantenance engineer (nph): kỹ sư bảo trì tại chỗ/ địa bàn có trình độ
low-cost service fee (nph): phí dịch vụ thấp
Task 1. Which does what? Label the services offered, B for Bronze, S for Silver or G for Gold.
1
2
3
4

includes the supply of new equipment.
giai quyet
deals with problems within four hours.
chi co ngay
offers a Helpline during the day only.

5

offers the services of a manager probably shared with other customers.
dich vu dung chung
is the cheapest.

6

deals with faults only after they happen.

7

has the shortest contract term.

8

includes an optional buyback of equipment. mua lai thiet bi


G


B



G

Task 2. 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

1. We offer ____________
proactive service, which means that we try to predict and prevent faults rather than react to
them.
service
2. If we can't ____________
a fault immediately, we will replace the equipment.

3

buyback
3. Under our ____________
scheme, we purchase all the equipment you are currently using and then
upgrade it as necessary.
ping test
4. We will run a ____________
on your equipment regularly to check that everything is working properly.

dedicated
5. You can have a ____________
manager who will be personally responsible for looking after your
business.
response
6. We offer a very fast _____________
to any faults that you report to us.
monitor
7. We will _____________
your network and equipment 24/7 to ensure that everything runs smoothly.
Task 3. 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
1. _____
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.
2. _____

T

3. _____
The Silver package will respond to technology faults no later than 24 hours.
4. _____
You can also receive real-time reports 24/7 with the Silver package.
F

F
5. _____
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 1. 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.
1. _____
T The Bronze Service offers Helpdesk which is available five days a week.

f
2. _____
The Silver Service offers 24/7 helpdesk availability.
f
3. _____
The Silver Service offers both network and applications monitoring.
t
4. _____
The Silver Service offers shared service manager.
t The cost of the Gold Service is more than double that of the Silver Service.
5. _____
Task 2. 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.

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C. LANGUAGE FOCUS
Comparing Adjectives
1. 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.
2. 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.
3. 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 1. Look back at the four organizations in the Warm-up. Make comparisons about them, using the
words given in brackets.

as complex as
1. The Dressing Room's IT requirements are …………………….
(not/ complex) those of Maxland.
2. The Dressing Room is probably ………………………….
(easy) to manage than the other organizations.
easier

bigger
3. Maxland's website is probably ……………………….
(big) than any of the others.
as computer literate (not/ computer-literate) as the staff at G-soft.
4. Maxland's employees are probably ……………………..
5. Of the four organizations, G-soft probably has …………………..
(good) in-house IT specialists.
the best
Task 2. Underline the correct form of comparatives in the following sentences.
1. G-soft web presence is not probably as/ more expensive as Maxland's.
2. At Olympus Z1, security is the most important/ more important than it is at G-soft.
3. In fact, at Olympus Z1, security is probably the most critical/ more critical than issue.

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4. The number of channels is greater than/ the greatest the number of repeaters
5. Bell made a lot of inventions, but the telephone was the most important/ more important.
Task 3. Choose the correct form of comparatives in the following sentences by circling A. B, C or D.
1. The new service for the customer in your company is _______ ever since.
A. the worst
B. worse than
C. worst

D. bad
2. 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 trong bai doc
(gold-silver-bromze
services)

3. After inventing the automatic exchange, Strowger found that his business became ________.
A. better profitable
B. more profitable
C. most profitable
D. as profitable
4. Our digital switching centre contains _______ electrical circuits than before.
A. more complex
B. as complex
C. the most complex
C. so complex
5. 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

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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 3 months?
Our center is going to provide a computer programming course with the price of
$4,500. Learning time: 8 a.m.- 4 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

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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 1. Put the parts below into the correct order to make a complete request letter. No 1 has been
done.
Subject:

3

Arrangements for computer programming course

7

4

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:

1

John Smith
St. Croix Lutheran School
1200 Oakdale Avenue
St. Paul, MN 55118

9

Yours sincerely,

6

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.

8

I look forward to hearing from you soon.

5

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:

2

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)
8

lien ket


2

No.6, 54th East Street, NY 7761

Task 2. 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.

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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 1. 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 2. 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 do 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.

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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 1. 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.

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Task 2. Translate the following sentences into English.
1. Các doanh nghiệp hoạt động dựa nhiều vào CNTT đều phải lưu ý đặc biệt đến công tác bảo mật dữ liệu.
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2. Các mối đe dọa đến máy tính chủ yếu bao gồm; tấn công bằng thể lực, lây nhiễm vi-rút và xâm phạm trái
phép.
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3. Để bảo vệ máy tính, ta có thể thực hiện các biện pháp như; khóa máy tính, sử dụng phần mềm phát hiện và
diệt vi-rút, kiểm soát mật khẩu, dùng tường lửa, v.v.

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4. Người sử dụng nên chọn mật khẩu khó đốn, và tốt hơn là nên định kỳ thay đổi mật khẩu.
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5. Tường lửa là một hệ thống điều hành và hạn chế các gói dữ liệu đi qua nó, được thiết lập với hình thức 'bộ
lọc gói' hay 'cổng ứng dụng'.
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HOMEWORK
1. 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.
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2. Write definitions for the words in italic.
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