IT Support Case Studies

About

In this Capstone, you will demonstrate your ability to perform in an Information Technology (IT) Support role by applying your new knowledge to real-world situations. You will practice analyzing user help requests and troubleshooting various issues that a Tech Support role would encounter.

You'll demonstrate your knowledge of hardware, software, networking, security, and cloud computing " all areas with which a tech support role interacts regularly. You'll also showcase your knowledge and understanding of escalation, levels of support, ticketing systems, and other support tools and systems, as well as communication and customer service skills for delivering technical support.

This course also includes a final exam that contains questions on the topics and style found in the CompTIA IT Fundamentals (IFT+) Certification Exam. It serves as this program's final exam, helps you practice for the Certification, and measures your preparedness. By the end of the Capstone course, you'll be equipped with the technical support skills that are found in everyday professional settings.

Before taking this course, it is highly recommended that you first complete all the previous courses in the IBM IT Support Professional Certificate.

What you will learn

• Articulate processes and information related to IT fundamentals in the context of providing technical support.
• Demonstrate systematic and effective troubleshooting and problem-solving skills.
• Apply customer service skills and a customer support mindset, including conflict mitigation and de-escalation skills.
• Practice for the CompTIA IT Fundamentals Certification by completing the final exam.

Skills you learn

• Customer Service
• Cloud Computing
• Communications
• CompTIA IT Fundamentals
• Troubleshooting (Problem Solving)
• Technical Support
• Information Technology

Syllabus

Module 1: Hardware and Operating Systems

• Case Study: Computer Peripherals and Connectivity
• Case Study: Computer Display Device Installation
• Case Study: Computer Performance and OS Fundamentals
• Identifying System Information for Windows and MacOS Devices

Module 2: Software, Programming and Databases

• Case Study: Browser Versions, Installs, and Updates
• Case Study: Updating Desktop Software
• Case Study: Browser Security Settings and Client-side Scripting
• Case Study: Database Roles and Permissions
• Graded Case Study: System Sofware, Versions, and Application Software Capability

Module 3: Networking and Storage

• Case Study: Corporate User Needs Access to a Network Drive
• Case Study: Network Protocols, Firewalls, andProxy Servers
• Case Study: Hosted Storage and Sharing
• Graded Case Study: Configure, Test, and Troubleshoot a SOHO

Module 4: Cybersecurity

• Case Study: Intellectual Property and DRM
• Case Study: Security and information Privacy
• Case Study: Countering Security Threats and Hardening Devices
• Case Study: Password Management Techniques
• Graded Case Study: Public Browsing Safety

Module 5: Cloud Computing

• Case Study: Virtual and Bare-Metal Servers
• Case Study: Cloud Networking Using VPCs
• Case Study: Identity and Access Management (IAM)
• Case Study: Cloud Storage and Databases
• Graded Case Study: Cloud Service and Deployment Models

Module 6: Final Exam and Practice for CompTIA ITF+ Certification

Auto Summary

Dive into "IT Support Case Studies" by edX, an engaging course in IT & Computer Science. Perfect for those aiming to excel in Technical Support roles, it features practical case studies and a practice exam for the CompTIA IT Fundamentals (ITF+) Certification. Spanning 53 hours, choose between Professional and Starter subscription options to enhance your IT skills. Ideal for beginners seeking awareness-level proficiency.