IT Service and Support
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]- Introduction
- Communication Skills
- Troubleshooting
- Customer Management
- 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
