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. 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
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

 * YouTube: Introductory Nugget: HDI Desktop Support DST HDI-DST