IT Processes and Support

Course Code: NEST 203

Academic Year: 2023-2024

This course provides the foundations of IT service process, functions and roles in organizations. The learners learn about IT operations and IT service life cycle. Understanding of organizational cultures and behaviors are covered as part of the course and impact of organizational cultures on IT service management is discussed in the course. The learners comprehend about IT Infrastructure Library (ITIL) terminologies, core principles and best practices adopted by the IT service management. Customer support is one of the fundamental skills in IT support industry. Skill sets needed for customer support in the technical areas are covered as part of this course.