IT Service and Support

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IT Service and Support provides customers or end users with information and support related to an organization's information technology products and services.[1] These support activities are collectively referred to as help desk or service desk functions, and are performed as a subset of IT Service Management (ITSM).

This course is comprised of (n) lessons on IT service and support. Each lesson includes a combination of Wikipedia readings, YouTube videos, and hands-on learning activities. The course also assists learners in preparing for corresponding HDI and ITIL certifications.

Preparation[edit | edit source]

This is a third-semester, college-level course. Learners should already be familiar with introductory computer concepts and computer support concepts.

Lessons[edit | edit source]

  1. Introduction
  2. Communication Skills
  3. Troubleshooting
  4. Customer Management
  5. Incident Management

Multimedia[edit | edit source]

See Also[edit | edit source]

External Links[edit | edit source]

Bibliography[edit | edit source]

  • HDI (2013). HDI Customer Service Representative Certification Standard, version 3.1.
  • HDI (2012). HDI Desktop Support Technician Certification Standard, version 2.1.
  • HDI (2012). HDI Support Center Analyst Standard, version 2.3.
  • Knapp, Donna (2011). A Guide to Customer Service Skills for the Service Desk Professional, 3rd Edition. Cengage. ISBN 9780538748537
  • Knapp, Donna (2014). A Guide to Service Desk Concepts, 4th Edition. Cengage. ISBN 9781285063454

References[edit | edit source]

Educational level: this is a tertiary (university) resource.