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.

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

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

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

• HDI
• ITIL
• IT Service Management

• EdX: IT Support Fundamentals

• 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

Subject classification: this is an information technology resource.

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