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LP20543: ICT service support

Follow this link for further information on academic years Academic Year: 2013/4
Further information on owning departmentsOwning Department/School: Department of Computer Science (administered by the Learning Partnerships Office)
Further information on credits Credits: 6
Further information on unit levels Level: Intermediate (FHEQ level 5)
Further information on teaching periods Period: Academic Year at City of Bath College
Academic Year at Weston College
Academic Year at Wiltshire College
Further information on unit assessment Assessment: CW 100%
Further information on supplementary assessment Supplementary Assessment: Like-for-like reassessment (where allowed by programme regulations)
Supplementary assessment information not currently available (this will be added shortly)
Further information on requisites Requisites:
Further information on descriptions Description: Aims:
This unit will:
* provide knowledge and skills of 1st, 2nd and some 3rd line systems support;
* provide knowledge of the tools and technologies used within the help desk environment;
* provide knowledge of problem procedures used on a help desk.

Learning Outcomes:
At the completion of the unit the student will be able to:
* evaluate and use a logging and tracking software system used in a help desk environment;
* determine the tools and technologies needed to run and improve the performance of a help desk;
* solve problems using diagnostic tools in a procedural way.

Skills:
Practical Skills - Evaluate and use a logging and tracking systems; use and implement problem solving diagnostic tools; use and implement various procedures to be used within a help desk environment - (T and F)
Personal Skills - Analyse students own soft skills and how these are used in the help desk environment - (A)
Communication Skills - Questioning skills and report writing - (F and A).

Content:
ITIL concepts
Customer focus
Problem Management
Change Management
Configuration management
Software Control and distribution
Service level management
Cost, capacity and availability management
Contingency planning
Technological innovation in IT Service delivery.
Further information on programme availabilityProgramme availability:

LP20543 is Optional on the following programmes:

Programmes administered by the Learning Partnerships Office
  • USCM-DFF23 : FdSc Applied Computing (Full-time at City of Bath College) - Year 2
  • USCM-DPF23 : FdSc Applied Computing (Part-time at City of Bath College) - Year 3
  • USCM-LFF22 : FdSc Applied Computing (Full-time at Weston College) - Year 2
  • USCM-LPF22 : FdSc Applied Computing (Part-time at Weston College) - Year 3
  • USCM-WFF22 : FdSc Applied Computing (Full-time at Wiltshire College) - Year 2
  • USCM-WPF22 : FdSc Applied Computing (Part-time at Wiltshire College) - Year 3

Notes:
* This unit catalogue is applicable for the 2013/4 academic year only. Students continuing their studies into 2014/15 and beyond should not assume that this unit will be available in future years in the format displayed here for 2013/14.
* Programmes and units are subject to change at any time, in accordance with normal University procedures.
* Availability of units will be subject to constraints such as staff availability, minimum and maximum group sizes, and timetabling factors as well as a student's ability to meet any pre-requisite rules.