Topic-Level Outline
Days: 2
Prerequisites: Microsoft Word and Microsoft Excel or equivalent experience
Unit 1: Help desk: tools and technology
Topic A:0 Technology and its challenges
A-1: Discussing technology
Topic B:0 Types of support tools
Topic C:0 Developing versus buying tools
C-1: Discussing support tools
Topic D:0 Understanding why tools fail
Unit 2: Support environments and processes
Topic A:0 Support environments
A-1: Discussing support environments
Topic B:0 Internal support processes
B-1: Discussing internal support processes
Topic C:0 External support processes
C-1: Discussing external support processes
Topic D:0 Support process challenges
D-1: Discussing support process challenges
Unit 3: Common software tools and features
Topic A:0 Characteristics of all support software
A-1: Discussing characteristics of support software
Topic B:0 Features of call logging software
B-1: Discussing call logging software
Topic C:0 Features of problem management software
C-1: Understanding troubleshooting logs
Topic D:0 Problem resolution elements
D-1: Addressing ownership issues and knowledge bases
Unit 4: Performance and reporting tools
Topic A:0 Reports quantify performance
A-1: Discussing performance reports
Topic B:0 Commonly collected statistics
B-1: Filtering database records
Topic C:0 Report software features
C-1: Sorting records to find data
Unit 5: Call management software and problem resolution software
Topic A:0 Call management software
A-1: Reviewing support software features
A-2: Completing internal support setup tasks
A-3: Completing internal support daily tasks
Topic B:0 Problem resolution software
B-1: Learning to frame questions
B-2: Exploring data mining software
Topic C:0 Problem resolution methods
C-1: Using internal support call management software
Unit 6: Asset and change management tools
Topic A:0 The importance of asset management
A-1: Reviewing the importance of asset management
Topic B:0 Asset management software
B-1: Reviewing asset management software
Unit 7: Using alerts and notification tools for support
Topic A:0 Understanding how service level management uses alerts and notifications
A-1: Reviewing alerts and notifications
Topic B:0 Understanding technologies for customer notifications
B-1: Reviewing technologies for customer notifications
Unit 8: Using telephone-based technology
Topic A:0 Understanding the core feature of modern telephone technologies
A-1: Using integrated voice and fax software
Topic B:0 Working with additional telephony technology
B-1: Using integrated CTI software
Unit 9: Planning office space in the support environment
Topic A:0 Managing the work environment
A-1: Reviewing work environment management
Topic B:0 Understanding individual workplace elements
B-1: Reviewing workplace elements
Unit 10: Using additional level two and level three support tools
Topic A:0 Understanding IT systems management
A-1: Reviewing IT systems management
Topic B:0 Managing advanced systems components
B-1: Understanding performance reports
Unit 11: Using self-help tools
Topic A:0 Understanding customer self-service
A-1: Using e-mail based self-service tools
Unit 12: Understanding service technology trends and career resources
Topic A:0 Understanding the expanding role of information management
A-1: Reviewing Information management
Topic B:0 Understanding professional certification
B-1: Reviewing professional certification