IT Service and Support

This is a work in progress for use in a real-world class. Please contact the course designer first if you would like to assist with this project.

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. This entire Wikiversity course can be downloaded in book form by selecting Download Learning Guide in the sidebar. The corresponding Wikipedia reading collection can be downloaded in book form by selecting Download Reading Guide.

Preparation

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

Lessons

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

Multimedia

See Also

References

  1. ↑ Wikipedia: Help desk
This article is issued from Wikiversity - version of the Wednesday, December 09, 2015. The text is available under the Creative Commons Attribution/Share Alike but additional terms may apply for the media files.