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Information Technology & Support Academic Library

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Information Technology & Support

This course focuses on real-world application including common industry best practices and specific vendors that offer tools for technicians, project managers, and IT leadership. Emphasis should be made that the purpose of the IT department of an enterprise is to support the overall mission of the company, and it is not simply a stand-alone component of the company’s infrastructure. Students will continue to apply their knowledge of hardware and software components associated with IT systems while exploring a variety of careers related to IT support and services. 

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Significant independent research and writing is expected in this project based course.

Information Technology & Support

UNIT 1 – SYSTEM DESIGN AND IMPLEMENTATION

  1. Course Overview
  2. Supporting the Business Workflow Model
  3. Operating Systems, Hardware, and Software Selection
  4. Implementation and End-User Training
  5. Project: Preparing a Support Plan
  6. Quiz 1: On-Premise Systems
  7. Public Clouds
  8. Project: Moving to the Cloud  
  9. Private Clouds
  10. Hybrid Clouds
  11. Project: Companies in the Hybrid Cloud
  12. Quiz 2: Cloud-Based Systems
  13. Unit 1 Test
  14. Course Project Part 1: Creating an IT Service and Support Project from Scratch  
  15. Glossary and Credits

UNIT 2 – SYSTEM MAINTENANCE

  1. Anti-malware
  2. Patch Management
  3. Project: Patch Management Project
  4. Network Vulnerabilities
  5. Project: Hackers 
  6. Quiz 1: Security
  7. Hardware and Software Redundancy-1
  8. Hardware and Software Redundancy-2
  9. Hardware and Software Redundancy-3
  10. Project: Selecting Storage Area Networking Products  
  11. Quiz 2: Disaster Recovery
  12. Unit 2 Test
  13. Course Project Part 2: Specifying Software 
  14. Glossary and Credits

UNIT 3 – END-USER SUPPORT

  1. Types of Help Desk Systems and Support
  2. Project: Training for a Service Desk  
  3. Resolution Methodologies for Help Desks
  4. Project: Branding and Customer Service
  5. Customer Service
  6. Quiz 1: Help Desk
  7. Ticketing Systems
  8. Protocols and Procedures
  9. Building a Knowledge Base
  10. Quiz 2: Ticketing System / Knowledge Base
  11. Unit 3 Test
  12. Course Project Part 3: How, How Much, and When?  
  13. Glossary and Credits

UNIT 4 – MANAGEMENT COLLABORATION AND REPORTING

  1. Working with the Management Team
  2. Project: Role-playing Senior Management Meeting  
  3. Departmental Reporting
  4. Emerging Technologies
  5. Quiz 1: Management Collaboration and Reporting
  6. Creating and Managing an IT Project
  7. Project: Create a Feasibility Study
  8. Managing IT Projects
  9. Project Management Applications  
  10. Project: Creating a Project in Open Project  
  11. Quiz 2: Leading Technology Projects
  12. Unit 4 Test
  13. Course Project Part 4: Management Collaboration and Reporting
  14. Glossary and Credits

UNIT 5 – CONTINUING EDUCATION AND CAREER OPPORTUNITIES

  1. Pursuing Technical Education
  2. Technical Education Degree Programs
  3. Project: Take a Free Course in Computing  
  4. On-the-Job Training
  5. Quiz 1: Continuing Education
  6. On-Premise (Insource) IT Support
  7. Off-Premise (Outsource) IT Support
  8. Consultant/Educator
  9. Quiz 2: Emerging Trends
  10. Unit 5 Test
  11. Course Project Part 5: Presenting your plan 
  12. Glossary and Credits

UNIT – COURSE REVIEW AND EXAM

  1. Course Project Part 6: Describing What You Learned 
  2. Review
  3. Exam