Associate of Science in Clerical Information Technology Degree “Major” Courses

Course Number and Name Description
TSC1155 IT Support Fundamentals [Course Description]
TSC1160 Computer Hardware Basics [Course Description]
TSC1165 Operating Systems Essentials [Course Description]
TSC1170 Networking Basics [Course Description]
TSC1175 Customer Service & Professionalism [Course Description]
TSC1180 Cloud & SaaS Support [Course Description]
TSC1190 ITIL Concepts & Service Management [Course Description]
TSC1205 Troubleshooting Methodologies [Course Description]
TSC1200 Security Basics for Support [Course Description]
TSC1210 Software Installation & Configuration [Course Description]
TSC1220 Ticketing Systems & Documentation [Course Description]
TSC1225 Capstone Support Project & Exam Preparation [Course Description]
TSC1155 — IT Support Fundamentals

COURSE DESCRIPTION

IT Support Fundamentals introduces learners to the principles, terminology, and professional practices that shape information technology support and service management. Four connected topics anchor the course: How IT Support Aligns with Business Continuity and Value; Requests, Incidents, Problems & Change — Getting the Flow Right; Knowledge, Assets, and Documentation — The Multiplier for Scale; and Metrics, Reporting, and Continuous Improvement. This progression helps students see how the major elements work together in realistic organizational environments.

Scenario-based exercises and a final applied task move the material from explanation to workplace use. Throughout the course, students practice system reliability, secure administration, service quality, documentation, and continuous improvement, producing evidence of learning that can be discussed in exam-style questions and transferred to professional assignments.

KEY POINTS

  1. How IT Support Aligns with Business Continuity and Value: Establishes the terminology, principles, and professional context needed to understand the topic’s significance and its connection to sound decisions.
  2. Requests, Incidents, Problems & Change — Getting the Flow Right: Examines practical workflows, tools, and standards that support consistent, efficient, and defensible execution.
  3. Knowledge, Assets, and Documentation — The Multiplier for Scale: Develops the ability to recognize risks or constraints, compare alternatives, and select appropriate controls, methods, or responses.
  4. Metrics, Reporting, and Continuous Improvement: Connects course knowledge to planning, documentation, measurement, collaboration, and continuous improvement.
  5. Applied Practice: Uses scenarios and practical exercises to create a support plan, configuration, troubleshooting record, runbook, or service-management deliverable and to justify decisions with evidence and accepted professional practice.
  6. Professional Standards and Readiness: Reinforces accurate terminology, ethical conduct, clear communication, and system reliability, secure administration, service quality, documentation, and continuous improvement for exam-style review and workplace application.

CORE LEARNING OUTCOMES

  1. Foundational Knowledge: Explain the principles, purpose, and professional significance of Topic 1, “How IT Support Aligns with Business Continuity and Value,” within information technology support and service management.
  2. Methods and Tools: Apply structured methods, appropriate tools, and accepted practices to the work addressed in Topic 2, “Requests, Incidents, Problems & Change — Getting the Flow Right.”
  3. Analysis and Judgment: Analyze the conditions presented in Topic 3, “Knowledge, Assets, and Documentation — The Multiplier for Scale”; identify significant risks or opportunities; and select a defensible response.
  4. Solution Development: Develop and justify a practical approach to Topic 4, “Metrics, Reporting, and Continuous Improvement.”
  5. Applied Deliverable: Produce a support plan, configuration, troubleshooting record, runbook, or service-management deliverable that demonstrates accurate, ethical, and well-documented application of course concepts.
  6. Professional Communication: Communicate findings and recommendations using terminology, documentation standards, and evidence appropriate to information technology support and service management.
TSC1160 — Computer Hardware Basics

COURSE DESCRIPTION

This course provides a focused study of Computer Hardware Basics within information technology support and service management. Its instructional sequence is organized around four areas: Hardware Fundamentals and System Performance; Disk Imaging, Deployment, and Configuration Management; Preventive Maintenance and Troubleshooting; and Hardware Lifecycle and Sustainability Management. Together, these areas build the conceptual foundation needed to understand and apply the subject in a professional setting.

Scenario-based exercises and a final applied task move the material from explanation to workplace use. Throughout the course, students practice system reliability, secure administration, service quality, documentation, and continuous improvement, producing evidence of learning that can be discussed in exam-style questions and transferred to professional assignments.

KEY POINTS

  1. Hardware Fundamentals and System Performance: Establishes the terminology, principles, and professional context needed to understand the topic’s significance and its connection to sound decisions.
  2. Disk Imaging, Deployment, and Configuration Management: Examines practical workflows, tools, and standards that support consistent, efficient, and defensible execution.
  3. Preventive Maintenance and Troubleshooting: Develops the ability to recognize risks or constraints, compare alternatives, and select appropriate controls, methods, or responses.
  4. Hardware Lifecycle and Sustainability Management: Connects course knowledge to planning, documentation, measurement, collaboration, and continuous improvement.
  5. Applied Practice: Uses scenarios and practical exercises to create a support plan, configuration, troubleshooting record, runbook, or service-management deliverable and to justify decisions with evidence and accepted professional practice.
  6. Professional Standards and Readiness: Reinforces accurate terminology, ethical conduct, clear communication, and system reliability, secure administration, service quality, documentation, and continuous improvement for exam-style review and workplace application.

CORE LEARNING OUTCOMES

  1. Foundational Knowledge: Explain the principles, purpose, and professional significance of Topic 1, “Hardware Fundamentals and System Performance,” within information technology support and service management.
  2. Methods and Tools: Apply structured methods, appropriate tools, and accepted practices to the work addressed in Topic 2, “Disk Imaging, Deployment, and Configuration Management.”
  3. Analysis and Judgment: Analyze the conditions presented in Topic 3, “Preventive Maintenance and Troubleshooting”; identify significant risks or opportunities; and select a defensible response.
  4. Solution Development: Develop and justify a practical approach to Topic 4, “Hardware Lifecycle and Sustainability Management.”
  5. Applied Deliverable: Produce a support plan, configuration, troubleshooting record, runbook, or service-management deliverable that demonstrates accurate, ethical, and well-documented application of course concepts.
  6. Professional Communication: Communicate findings and recommendations using terminology, documentation standards, and evidence appropriate to information technology support and service management.
TSC1165 — Operating Systems Essentials

COURSE DESCRIPTION

Designed for students preparing to work in information technology support and service management, this course examines Operating Systems Essentials from both operational and strategic perspectives. Instruction progresses through four reviewed areas: Operating System Fundamentals and Administration; Scripting for Automation and Efficiency; Policy Enforcement and Compliance; and Monitoring, Logging, and Automation Integration. Emphasis is placed on accurate decisions and repeatable professional practice.

Scenario-based exercises and a final applied task move the material from explanation to workplace use. Throughout the course, students practice system reliability, secure administration, service quality, documentation, and continuous improvement, producing evidence of learning that can be discussed in exam-style questions and transferred to professional assignments.

KEY POINTS

  1. Operating System Fundamentals and Administration: Establishes the terminology, principles, and professional context needed to understand the topic’s significance and its connection to sound decisions.
  2. Scripting for Automation and Efficiency: Examines practical workflows, tools, and standards that support consistent, efficient, and defensible execution.
  3. Policy Enforcement and Compliance: Develops the ability to recognize risks or constraints, compare alternatives, and select appropriate controls, methods, or responses.
  4. Monitoring, Logging, and Automation Integration: Connects course knowledge to planning, documentation, measurement, collaboration, and continuous improvement.
  5. Applied Practice: Uses scenarios and practical exercises to create a support plan, configuration, troubleshooting record, runbook, or service-management deliverable and to justify decisions with evidence and accepted professional practice.
  6. Professional Standards and Readiness: Reinforces accurate terminology, ethical conduct, clear communication, and system reliability, secure administration, service quality, documentation, and continuous improvement for exam-style review and workplace application.

CORE LEARNING OUTCOMES

  1. Foundational Knowledge: Explain the principles, purpose, and professional significance of Topic 1, “Operating System Fundamentals and Administration,” within information technology support and service management.
  2. Methods and Tools: Apply structured methods, appropriate tools, and accepted practices to the work addressed in Topic 2, “Scripting for Automation and Efficiency.”
  3. Analysis and Judgment: Analyze the conditions presented in Topic 3, “Policy Enforcement and Compliance”; identify significant risks or opportunities; and select a defensible response.
  4. Solution Development: Develop and justify a practical approach to Topic 4, “Monitoring, Logging, and Automation Integration.”
  5. Applied Deliverable: Produce a support plan, configuration, troubleshooting record, runbook, or service-management deliverable that demonstrates accurate, ethical, and well-documented application of course concepts.
  6. Professional Communication: Communicate findings and recommendations using terminology, documentation standards, and evidence appropriate to information technology support and service management.
TSC1170 — Networking Basics

COURSE DESCRIPTION

Networking Basics introduces learners to the principles, terminology, and professional practices that shape information technology support and service management. Four connected topics anchor the course: Fundamentals of Network Architecture; VLANs and Network Segmentation; VPNs and Remote Connectivity; and Network Monitoring, Troubleshooting, and Remote Diagnostics. This progression helps students see how the major elements work together in realistic organizational environments.

Scenario-based exercises and a final applied task move the material from explanation to workplace use. Throughout the course, students practice system reliability, secure administration, service quality, documentation, and continuous improvement, producing evidence of learning that can be discussed in exam-style questions and transferred to professional assignments.

KEY POINTS

  1. Fundamentals of Network Architecture: Establishes the terminology, principles, and professional context needed to understand the topic’s significance and its connection to sound decisions.
  2. VLANs and Network Segmentation: Examines practical workflows, tools, and standards that support consistent, efficient, and defensible execution.
  3. VPNs and Remote Connectivity: Develops the ability to recognize risks or constraints, compare alternatives, and select appropriate controls, methods, or responses.
  4. Network Monitoring, Troubleshooting, and Remote Diagnostics: Connects course knowledge to planning, documentation, measurement, collaboration, and continuous improvement.
  5. Applied Practice: Uses scenarios and practical exercises to create a support plan, configuration, troubleshooting record, runbook, or service-management deliverable and to justify decisions with evidence and accepted professional practice.
  6. Professional Standards and Readiness: Reinforces accurate terminology, ethical conduct, clear communication, and system reliability, secure administration, service quality, documentation, and continuous improvement for exam-style review and workplace application.

CORE LEARNING OUTCOMES

  1. Foundational Knowledge: Explain the principles, purpose, and professional significance of Topic 1, “Fundamentals of Network Architecture,” within information technology support and service management.
  2. Methods and Tools: Apply structured methods, appropriate tools, and accepted practices to the work addressed in Topic 2, “VLANs and Network Segmentation.”
  3. Analysis and Judgment: Analyze the conditions presented in Topic 3, “VPNs and Remote Connectivity”; identify significant risks or opportunities; and select a defensible response.
  4. Solution Development: Develop and justify a practical approach to Topic 4, “Network Monitoring, Troubleshooting, and Remote Diagnostics.”
  5. Applied Deliverable: Produce a support plan, configuration, troubleshooting record, runbook, or service-management deliverable that demonstrates accurate, ethical, and well-documented application of course concepts.
  6. Professional Communication: Communicate findings and recommendations using terminology, documentation standards, and evidence appropriate to information technology support and service management.
TSC1175 - Customer Service & Professionalism

COURSE DESCRIPTION

Customer Service & Professionalism introduces learners to customer-focused communication, ethical professional conduct, stakeholder management, and documented case handling in IT support. Four connected topics anchor the course: Communication in IT Support; Professionalism and Ethical Conduct; Stakeholder Handling and Conflict Resolution; and Case Management and Documentation. This progression helps students connect foundational concepts, professional methods, analytical judgment, and applied decision-making in realistic service-desk and technical-support environments.

Scenario-based exercises and a final applied task move the material from explanation to workplace use. Throughout the course, students practice active listening, plain-language explanation, empathetic conflict resolution, ethical handling of user information, and accurate incident documentation, producing a customer-interaction script and documented support case that records the issue, response, escalation, resolution, and follow-up that can be discussed in exam-style questions and transferred to professional assignments.

KEY POINTS

  1. Communication in IT Support: Establishes the terminology, principles, and professional context needed to understand the topic’s significance and its connection to sound decisions.
  2. Professionalism and Ethical Conduct: Examines practical workflows, tools, and standards that support consistent, efficient, and defensible execution.
  3. Stakeholder Handling and Conflict Resolution: Develops the ability to recognize risks or constraints, compare alternatives, and select appropriate controls, methods, or responses.
  4. Case Management and Documentation: Connects course knowledge to planning, documentation, measurement, collaboration, and continuous improvement.
  5. Applied Practice: Uses scenarios and practical exercises to produce a customer-interaction script and documented support case that records the issue, response, escalation, resolution, and follow-up and to justify decisions with evidence and accepted professional practice.
  6. Professional Standards and Readiness: Reinforces professionalism, confidentiality, ITIL-aligned service practice, accountability, customer focus, and auditable documentation for exam-style review and workplace application.

CORE LEARNING OUTCOMES

  1. Foundational Knowledge: Explain the principles, purpose, and professional significance of Topic 1, “Communication in IT Support,” within customer-focused communication, ethical professional conduct, stakeholder management, and documented case handling in IT support.
  2. Methods and Tools: Apply structured methods, appropriate tools, and accepted practices to the work addressed in Topic 2, “Professionalism and Ethical Conduct.”
  3. Analysis and Judgment: Analyze the conditions presented in Topic 3, “Stakeholder Handling and Conflict Resolution”; identify significant risks or opportunities; and select a defensible response.
  4. Solution Development: Develop and justify a practical approach to Topic 4, “Case Management and Documentation.”
  5. Applied Deliverable: Produce a customer-interaction script and documented support case that records the issue, response, escalation, resolution, and follow-up that demonstrates accurate, ethical, and well-documented application of course concepts.
  6. Professional Communication: Communicate findings and recommendations using terminology, documentation standards, and evidence appropriate to service-desk and technical-support environments.
TSC1180 — Cloud & SaaS Support

COURSE DESCRIPTION

Designed for students preparing to work in information technology support and service management, this course examines Cloud & SaaS Support from both operational and strategic perspectives. Instruction progresses through four reviewed areas: Understanding Cloud Architecture and Service Models; Account Provisioning and Identity Management; Data Synchronization and Integration Challenges; and Cloud Troubleshooting and Incident Response. Emphasis is placed on accurate decisions and repeatable professional practice.

Scenario-based exercises and a final applied task move the material from explanation to workplace use. Throughout the course, students practice system reliability, secure administration, service quality, documentation, and continuous improvement, producing evidence of learning that can be discussed in exam-style questions and transferred to professional assignments.

KEY POINTS

  1. Understanding Cloud Architecture and Service Models: Establishes the terminology, principles, and professional context needed to understand the topic’s significance and its connection to sound decisions.
  2. Account Provisioning and Identity Management: Examines practical workflows, tools, and standards that support consistent, efficient, and defensible execution.
  3. Data Synchronization and Integration Challenges: Develops the ability to recognize risks or constraints, compare alternatives, and select appropriate controls, methods, or responses.
  4. Cloud Troubleshooting and Incident Response: Connects course knowledge to planning, documentation, measurement, collaboration, and continuous improvement.
  5. Applied Practice: Uses scenarios and practical exercises to create a support plan, configuration, troubleshooting record, runbook, or service-management deliverable and to justify decisions with evidence and accepted professional practice.
  6. Professional Standards and Readiness: Reinforces accurate terminology, ethical conduct, clear communication, and system reliability, secure administration, service quality, documentation, and continuous improvement for exam-style review and workplace application.

CORE LEARNING OUTCOMES

  1. Foundational Knowledge: Explain the principles, purpose, and professional significance of Topic 1, “Understanding Cloud Architecture and Service Models,” within information technology support and service management.
  2. Methods and Tools: Apply structured methods, appropriate tools, and accepted practices to the work addressed in Topic 2, “Account Provisioning and Identity Management.”
  3. Analysis and Judgment: Analyze the conditions presented in Topic 3, “Data Synchronization and Integration Challenges”; identify significant risks or opportunities; and select a defensible response.
  4. Solution Development: Develop and justify a practical approach to Topic 4, “Cloud Troubleshooting and Incident Response.”
  5. Applied Deliverable: Produce a support plan, configuration, troubleshooting record, runbook, or service-management deliverable that demonstrates accurate, ethical, and well-documented application of course concepts.
  6. Professional Communication: Communicate findings and recommendations using terminology, documentation standards, and evidence appropriate to information technology support and service management.
TSC1190 — ITIL Concepts & Service Management

COURSE DESCRIPTION

This course provides a focused study of ITIL Concepts & Service Management within information technology support and service management. Its instructional sequence is organized around four areas: Foundations of ITIL and Service Management; Incident Management — Restoring Normal Operations Quickly; Problem Management — Identifying and Preventing Recurring Issues; and Change Management — Minimizing Risk During Service Modifications. Together, these areas build the conceptual foundation needed to understand and apply the subject in a professional setting.

Scenario-based exercises and a final applied task move the material from explanation to workplace use. Throughout the course, students practice system reliability, secure administration, service quality, documentation, and continuous improvement, producing evidence of learning that can be discussed in exam-style questions and transferred to professional assignments.

KEY POINTS

  1. Foundations of ITIL and Service Management: Establishes the terminology, principles, and professional context needed to understand the topic’s significance and its connection to sound decisions.
  2. Incident Management — Restoring Normal Operations Quickly: Examines practical workflows, tools, and standards that support consistent, efficient, and defensible execution.
  3. Problem Management — Identifying and Preventing Recurring Issues: Develops the ability to recognize risks or constraints, compare alternatives, and select appropriate controls, methods, or responses.
  4. Change Management — Minimizing Risk During Service Modifications: Connects course knowledge to planning, documentation, measurement, collaboration, and continuous improvement.
  5. Applied Practice: Uses scenarios and practical exercises to create a support plan, configuration, troubleshooting record, runbook, or service-management deliverable and to justify decisions with evidence and accepted professional practice.
  6. Professional Standards and Readiness: Reinforces accurate terminology, ethical conduct, clear communication, and system reliability, secure administration, service quality, documentation, and continuous improvement for exam-style review and workplace application.

CORE LEARNING OUTCOMES

  1. Foundational Knowledge: Explain the principles, purpose, and professional significance of Topic 1, “Foundations of ITIL and Service Management,” within information technology support and service management.
  2. Methods and Tools: Apply structured methods, appropriate tools, and accepted practices to the work addressed in Topic 2, “Incident Management — Restoring Normal Operations Quickly.”
  3. Analysis and Judgment: Analyze the conditions presented in Topic 3, “Problem Management — Identifying and Preventing Recurring Issues”; identify significant risks or opportunities; and select a defensible response.
  4. Solution Development: Develop and justify a practical approach to Topic 4, “Change Management — Minimizing Risk During Service Modifications.”
  5. Applied Deliverable: Produce a support plan, configuration, troubleshooting record, runbook, or service-management deliverable that demonstrates accurate, ethical, and well-documented application of course concepts.
  6. Professional Communication: Communicate findings and recommendations using terminology, documentation standards, and evidence appropriate to information technology support and service management.
TSC1205 — Troubleshooting Methodologies

COURSE DESCRIPTION

Designed for students preparing to work in information technology support and service management, this course examines Troubleshooting Methodologies from both operational and strategic perspectives. Instruction progresses through four reviewed areas: The Structured Approach to Troubleshooting; Root Cause Analysis and Long-Term Prevention; Diagnostic Tools and Documentation Practices; and Communication and Collaboration in Complex Troubleshooting. Emphasis is placed on accurate decisions and repeatable professional practice.

Scenario-based exercises and a final applied task move the material from explanation to workplace use. Throughout the course, students practice system reliability, secure administration, service quality, documentation, and continuous improvement, producing evidence of learning that can be discussed in exam-style questions and transferred to professional assignments.

KEY POINTS

  1. The Structured Approach to Troubleshooting: Establishes the terminology, principles, and professional context needed to understand the topic’s significance and its connection to sound decisions.
  2. Root Cause Analysis and Long-Term Prevention: Examines practical workflows, tools, and standards that support consistent, efficient, and defensible execution.
  3. Diagnostic Tools and Documentation Practices: Develops the ability to recognize risks or constraints, compare alternatives, and select appropriate controls, methods, or responses.
  4. Communication and Collaboration in Complex Troubleshooting: Connects course knowledge to planning, documentation, measurement, collaboration, and continuous improvement.
  5. Applied Practice: Uses scenarios and practical exercises to create a support plan, configuration, troubleshooting record, runbook, or service-management deliverable and to justify decisions with evidence and accepted professional practice.
  6. Professional Standards and Readiness: Reinforces accurate terminology, ethical conduct, clear communication, and system reliability, secure administration, service quality, documentation, and continuous improvement for exam-style review and workplace application.

CORE LEARNING OUTCOMES

  1. Foundational Knowledge: Explain the principles, purpose, and professional significance of Topic 1, “The Structured Approach to Troubleshooting,” within information technology support and service management.
  2. Methods and Tools: Apply structured methods, appropriate tools, and accepted practices to the work addressed in Topic 2, “Root Cause Analysis and Long-Term Prevention.”
  3. Analysis and Judgment: Analyze the conditions presented in Topic 3, “Diagnostic Tools and Documentation Practices”; identify significant risks or opportunities; and select a defensible response.
  4. Solution Development: Develop and justify a practical approach to Topic 4, “Communication and Collaboration in Complex Troubleshooting.”
  5. Applied Deliverable: Produce a support plan, configuration, troubleshooting record, runbook, or service-management deliverable that demonstrates accurate, ethical, and well-documented application of course concepts.
  6. Professional Communication: Communicate findings and recommendations using terminology, documentation standards, and evidence appropriate to information technology support and service management.
TSC1200 — Security Basics for Support

COURSE DESCRIPTION

This course provides a focused study of Security Basics for Support within information technology support and service management. Its instructional sequence is organized around four areas: Understanding the Principle of Least Privilege; Role-Based Access Control and Access Management; Security Auditing and Documentation; and Compliance, Policy Enforcement, and Secure Documentation Practices. Together, these areas build the conceptual foundation needed to understand and apply the subject in a professional setting.

Scenario-based exercises and a final applied task move the material from explanation to workplace use. Throughout the course, students practice system reliability, secure administration, service quality, documentation, and continuous improvement, producing evidence of learning that can be discussed in exam-style questions and transferred to professional assignments.

KEY POINTS

  1. Understanding the Principle of Least Privilege: Establishes the terminology, principles, and professional context needed to understand the topic’s significance and its connection to sound decisions.
  2. Role-Based Access Control and Access Management: Examines practical workflows, tools, and standards that support consistent, efficient, and defensible execution.
  3. Security Auditing and Documentation: Develops the ability to recognize risks or constraints, compare alternatives, and select appropriate controls, methods, or responses.
  4. Compliance, Policy Enforcement, and Secure Documentation Practices: Connects course knowledge to planning, documentation, measurement, collaboration, and continuous improvement.
  5. Applied Practice: Uses scenarios and practical exercises to create a support plan, configuration, troubleshooting record, runbook, or service-management deliverable and to justify decisions with evidence and accepted professional practice.
  6. Professional Standards and Readiness: Reinforces accurate terminology, ethical conduct, clear communication, and system reliability, secure administration, service quality, documentation, and continuous improvement for exam-style review and workplace application.

CORE LEARNING OUTCOMES

  1. Foundational Knowledge: Explain the principles, purpose, and professional significance of Topic 1, “Understanding the Principle of Least Privilege,” within information technology support and service management.
  2. Methods and Tools: Apply structured methods, appropriate tools, and accepted practices to the work addressed in Topic 2, “Role-Based Access Control and Access Management.”
  3. Analysis and Judgment: Analyze the conditions presented in Topic 3, “Security Auditing and Documentation”; identify significant risks or opportunities; and select a defensible response.
  4. Solution Development: Develop and justify a practical approach to Topic 4, “Compliance, Policy Enforcement, and Secure Documentation Practices.”
  5. Applied Deliverable: Produce a support plan, configuration, troubleshooting record, runbook, or service-management deliverable that demonstrates accurate, ethical, and well-documented application of course concepts.
  6. Professional Communication: Communicate findings and recommendations using terminology, documentation standards, and evidence appropriate to information technology support and service management.
TSC1210 — Software Installation & Configuration

COURSE DESCRIPTION

Software Installation & Configuration introduces learners to the principles, terminology, and professional practices that shape information technology support and service management. Four connected topics anchor the course: Fundamentals of Enterprise Software Deployment; Configuration Management and Policy Enforcement; Licensing and Compliance in Software Management; and Troubleshooting and Maintenance of Software Deployments. This progression helps students see how the major elements work together in realistic organizational environments.

Scenario-based exercises and a final applied task move the material from explanation to workplace use. Throughout the course, students practice system reliability, secure administration, service quality, documentation, and continuous improvement, producing evidence of learning that can be discussed in exam-style questions and transferred to professional assignments.

KEY POINTS

  1. Fundamentals of Enterprise Software Deployment: Establishes the terminology, principles, and professional context needed to understand the topic’s significance and its connection to sound decisions.
  2. Configuration Management and Policy Enforcement: Examines practical workflows, tools, and standards that support consistent, efficient, and defensible execution.
  3. Licensing and Compliance in Software Management: Develops the ability to recognize risks or constraints, compare alternatives, and select appropriate controls, methods, or responses.
  4. Troubleshooting and Maintenance of Software Deployments: Connects course knowledge to planning, documentation, measurement, collaboration, and continuous improvement.
  5. Applied Practice: Uses scenarios and practical exercises to create a support plan, configuration, troubleshooting record, runbook, or service-management deliverable and to justify decisions with evidence and accepted professional practice.
  6. Professional Standards and Readiness: Reinforces accurate terminology, ethical conduct, clear communication, and system reliability, secure administration, service quality, documentation, and continuous improvement for exam-style review and workplace application.

CORE LEARNING OUTCOMES

  1. Foundational Knowledge: Explain the principles, purpose, and professional significance of Topic 1, “Fundamentals of Enterprise Software Deployment,” within information technology support and service management.
  2. Methods and Tools: Apply structured methods, appropriate tools, and accepted practices to the work addressed in Topic 2, “Configuration Management and Policy Enforcement.”
  3. Analysis and Judgment: Analyze the conditions presented in Topic 3, “Licensing and Compliance in Software Management”; identify significant risks or opportunities; and select a defensible response.
  4. Solution Development: Develop and justify a practical approach to Topic 4, “Troubleshooting and Maintenance of Software Deployments.”
  5. Applied Deliverable: Produce a support plan, configuration, troubleshooting record, runbook, or service-management deliverable that demonstrates accurate, ethical, and well-documented application of course concepts.
  6. Professional Communication: Communicate findings and recommendations using terminology, documentation standards, and evidence appropriate to information technology support and service management.
TSC1220 — Ticketing Systems & Documentation

COURSE DESCRIPTION

Designed for students preparing to work in information technology support and service management, this course examines Ticketing Systems & Documentation from both operational and strategic perspectives. Instruction progresses through four reviewed areas: Foundations of IT Ticketing Systems; Service Level Agreements and Workflow Management; Documentation Standards and Knowledge Management; and Metrics, Analytics, and Continuous Improvement. Emphasis is placed on accurate decisions and repeatable professional practice.

Scenario-based exercises and a final applied task move the material from explanation to workplace use. Throughout the course, students practice system reliability, secure administration, service quality, documentation, and continuous improvement, producing evidence of learning that can be discussed in exam-style questions and transferred to professional assignments.

KEY POINTS

  1. Foundations of IT Ticketing Systems: Establishes the terminology, principles, and professional context needed to understand the topic’s significance and its connection to sound decisions.
  2. Service Level Agreements and Workflow Management: Examines practical workflows, tools, and standards that support consistent, efficient, and defensible execution.
  3. Documentation Standards and Knowledge Management: Develops the ability to recognize risks or constraints, compare alternatives, and select appropriate controls, methods, or responses.
  4. Metrics, Analytics, and Continuous Improvement: Connects course knowledge to planning, documentation, measurement, collaboration, and continuous improvement.
  5. Applied Practice: Uses scenarios and practical exercises to create a support plan, configuration, troubleshooting record, runbook, or service-management deliverable and to justify decisions with evidence and accepted professional practice.
  6. Professional Standards and Readiness: Reinforces accurate terminology, ethical conduct, clear communication, and system reliability, secure administration, service quality, documentation, and continuous improvement for exam-style review and workplace application.

CORE LEARNING OUTCOMES

  1. Foundational Knowledge: Explain the principles, purpose, and professional significance of Topic 1, “Foundations of IT Ticketing Systems,” within information technology support and service management.
  2. Methods and Tools: Apply structured methods, appropriate tools, and accepted practices to the work addressed in Topic 2, “Service Level Agreements and Workflow Management.”
  3. Analysis and Judgment: Analyze the conditions presented in Topic 3, “Documentation Standards and Knowledge Management”; identify significant risks or opportunities; and select a defensible response.
  4. Solution Development: Develop and justify a practical approach to Topic 4, “Metrics, Analytics, and Continuous Improvement.”
  5. Applied Deliverable: Produce a support plan, configuration, troubleshooting record, runbook, or service-management deliverable that demonstrates accurate, ethical, and well-documented application of course concepts.
  6. Professional Communication: Communicate findings and recommendations using terminology, documentation standards, and evidence appropriate to information technology support and service management.
TSC1225 — Capstone Support Project & Exam Preparation

COURSE DESCRIPTION

Capstone Support Project & Exam Preparation introduces learners to the principles, terminology, and professional practices that shape information technology support and service management. Four connected topics anchor the course: Building the Professional IT Support Runbook; Certification Preparation and Core Competency Review; Documentation, Reporting, and Professional Presentation; and Capstone Project Implementation and Continuous Professional Growth. This progression helps students see how the major elements work together in realistic organizational environments.

As a capstone experience, the course requires learners to integrate knowledge from the program into a coherent professional project and presentation. Review activities strengthen exam readiness, while the applied work emphasizes system reliability, secure administration, service quality, documentation, and continuous improvement and the ability to explain, document, and defend recommendations.

KEY POINTS

  1. Building the Professional IT Support Runbook: Establishes the terminology, principles, and professional context needed to understand the topic’s significance and its connection to sound decisions.
  2. Certification Preparation and Core Competency Review: Examines practical workflows, tools, and standards that support consistent, efficient, and defensible execution.
  3. Documentation, Reporting, and Professional Presentation: Develops the ability to recognize risks or constraints, compare alternatives, and select appropriate controls, methods, or responses.
  4. Capstone Project Implementation and Continuous Professional Growth: Connects course knowledge to planning, documentation, measurement, collaboration, and continuous improvement.
  5. Capstone Integration: Brings the course sequence together through a support plan, configuration, troubleshooting record, runbook, or service-management deliverable that demonstrates planning, analysis, execution, and professional judgment.
  6. Exam and Career Readiness: Reinforces core terminology, ethical conduct, clear communication, and system reliability, secure administration, service quality, documentation, and continuous improvement for certification-style review and career application.

CORE LEARNING OUTCOMES

  1. Foundational Knowledge: Explain the principles, purpose, and professional significance of Topic 1, “Building the Professional IT Support Runbook,” within information technology support and service management.
  2. Methods and Tools: Apply structured methods, appropriate tools, and accepted practices to the work addressed in Topic 2, “Certification Preparation and Core Competency Review.”
  3. Analysis and Judgment: Analyze the conditions presented in Topic 3, “Documentation, Reporting, and Professional Presentation”; identify significant risks or opportunities; and select a defensible response.
  4. Solution Development: Develop and justify a practical approach to Topic 4, “Capstone Project Implementation and Continuous Professional Growth.”
  5. Applied Deliverable: Produce a support plan, configuration, troubleshooting record, runbook, or service-management deliverable that demonstrates accurate, ethical, and well-documented application of course concepts.
  6. Professional Communication: Communicate findings and recommendations using terminology, documentation standards, and evidence appropriate to information technology support and service management.