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.
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.
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.