|
 Academic Year:
| 2013/4 |
| Owning Department/School:
| Department of Computer Science (administered by the Learning Partnerships Office) |
| Credits:
| 6 |
| Level:
| Intermediate (FHEQ level 5) |
| Period: |
Academic Year at City of Bath College Academic Year at Weston College Academic Year at Wiltshire College |
| Assessment:
| CW 100% |
| Supplementary Assessment: |
Like-for-like reassessment (where allowed by programme regulations) Supplementary assessment information not currently available (this will be added shortly) |
| Requisites:
| |
| Description:
| Aims: This unit will: * provide knowledge and skills of 1st, 2nd and some 3rd line systems support; * provide knowledge of the tools and technologies used within the help desk environment; * provide knowledge of problem procedures used on a help desk. Learning Outcomes: At the completion of the unit the student will be able to: * evaluate and use a logging and tracking software system used in a help desk environment; * determine the tools and technologies needed to run and improve the performance of a help desk; * solve problems using diagnostic tools in a procedural way. Skills: Practical Skills - Evaluate and use a logging and tracking systems; use and implement problem solving diagnostic tools; use and implement various procedures to be used within a help desk environment - (T and F) Personal Skills - Analyse students own soft skills and how these are used in the help desk environment - (A) Communication Skills - Questioning skills and report writing - (F and A). Content: ITIL concepts Customer focus Problem Management Change Management Configuration management Software Control and distribution Service level management Cost, capacity and availability management Contingency planning Technological innovation in IT Service delivery. |
| Programme availability: |
LP20543 is Optional on the following programmes:Programmes administered by the Learning Partnerships Office
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