intro to information technology & Support academic library

INFORMATION TECHNOLOGY & SUPPORT SERVICES ONLINE
​This course focuses on real-world application including common industry best practices and specific vendors that offer tools for technicians, project managers, and IT leadership. Emphasis should be made that the purpose of the IT department of an enterprise is to support the overall mission of the company, and it is not simply a stand-alone component of the company’s infrastructure. Students will continue to apply their knowledge of hardware and software components associated with IT systems while exploring a variety of careers related to IT support and services. 
Students will analyze technical support needs to perform customer service, perform configuration management activities, and evaluate application software packages and emerging software. Students will demonstrate and apply knowledge of IT analysis and design by initiating a system project and evaluating applications within the IT system. Information Technology is a dynamic discipline that is continuously evolving.

This course requires independent research and work from the student. Students should have a high interest in this course for the most success.
UNIT 1 - SYSTEM DESIGN AND IMPLEMENTATION
UNIT 2 - SYSTEM MAINTENANCE
  1. Course Overview
  2. Supporting the Business Workflow Model
  3. Project: Understanding Software Development Models  (Complete this project on Understanding Software Development Models)
  4. Operating Systems, Hardware, and Software Selection
  5. Implementation and End-User Training
  6. Project: Preparing a Support Plan
  7. Quiz 1: On-Premise Systems
  8. Public Clouds
  9. Project: Moving to the Cloud  (Complete this project on Moving to the Cloud)
  10. Private Clouds
  11. Hybrid Clouds
  12. Project: Companies in the Hybrid Cloud
  13. Quiz 2: Cloud-Based Systems
  14. Unit 1 Test
  15. Course Project Part 1: Creating an IT Service and Support Project from Scratch  (Complete this assignment as a part of Course Project for Introduction Information and Technology Support and Services)
  16. Glossary and Credits
  1. Anti-malware
  2. Patch Management
  3. Project: Patch Management Project
  4. Network Vulnerabilities
  5. Project: Hackers (Complete this assignment project Hackers)
  6. Quiz 1: Security
  7. Hardware and Software Redundancy-1
  8. Hardware and Software Redundancy-2
  9. Hardware and Software Redundancy-3
  10. Project: Selecting Storage Area Networking Products  (Complete this assignment project Selecting Storage Area and Networking Products)
  11. Quiz 2: Disaster Recovery
  12. Unit 2 Test
  13. Course Project Part 2: Specifying Software  (Complete this assignment as a part of Course Project for Introduction Information and Technology Support and Services)
  14. Glossary and Credits
UNIT 3 - END-USER SUPPORT
UNIT 4 - MANAGEMENT COLLABORATION AND REPORTING
  1. Types of Help Desk Systems and Support
  2. Project: Training for a Service Desk  (Complete this assignment project Training for a Service Desk)
  3. Resolution Methodologies for Help Desks
  4. Project: Branding and Customer Service  (Complete this assignment project Branding and Customer Service)
  5. Customer Service
  6. Quiz 1: Help Desk
  7. Ticketing Systems
  8. Protocols and Procedures
  9. Building a Knowledge Base
  10. Quiz 2: Ticketing System / Knowledge Base
  11. Unit 3 Test
  12. Course Project Part 3: How, How Much, and When?  (Complete this assignment as a part of Course Project for Introduction Information and Technology Support and Services)
  13. Glossary and Credits
  1. Working with the Management Team
  2. Project: Role-playing Senior Management Meeting  (Complete this assignment project Role-playing Senior Management Meeting)
  3. Departmental Reporting
  4. Emerging Technologies
  5. Quiz 1: Management Collaboration and Reporting
  6. Creating and Managing an IT Project
  7. Project: Create a Feasibility Study
  8. Managing IT Projects
  9. Project Management Applications  (Complete this assignment project Management Applications)
  10. Project: Creating a Project in Open Project  (Complete this assignment project Creating a Project in Open Project)
  11. Quiz 2: Leading Technology Projects
  12. Unit 4 Test
  13. Course Project Part 4: Management Collaboration and Reporting  (Complete this assignment as a part of Course Project for Introduction Information and Technology Support and Services)
  14. Glossary and Credits
UNIT 5 - CONTINUING EDUCATION AND CAREER OPPORTUNITIES
UNIT - COURSE REVIEW AND EXAM
  1. Pursuing Technical Education
  2. Technical Education Degree Programs
  3. Project: Take a Free Course in Computing  (Complete this assignment project Take a Free Course in Computing.  This is the only project assigned for this unit besides your Course Project, so that you may spend the time needed on this project)
  4. On-the-Job Training
  5. Quiz 1: Continuing Education
  6. On-Premise (Insource) IT Support
  7. Off-Premise (Outsource) IT Support
  8. Consultant/Educator
  9. Quiz 2: Emerging Trends
  10. Unit 5 Test
  11. Course Project Part 5: Presenting your plan  (Complete this assignment as a part of Course Project for Introduction Information and Technology Support and Services)
  12. Glossary and Credits
  1. Course Project Part 6: Describing What You Learned (Complete this assignment as a part of Course Project for Introduction Information and Technology Support and Services)
  2. Review
  3. Exam