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.