The Engineer’s Certificate in Service Support

R4 750

Service Support is a collection of engineering practices to support your customer and users with professionalism and consistency.

This self-paced online course introduces the terminology, foundational principles and practices of Service Support. This course includes:

  • 12 hours of video lectures
  • Templates
  • Checklists
  • 3 attempts to write the exam
  • The Engineer’s Certificate in Service Support
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Description

Today’s digital deployments are often large and complex, with business services dependent on dynamic environments. Customers and users have come to expect professional and consistent support to minimise the disruption to their operations.

Service Support is a collection of engineering principles and practices to support your customer and users with professionalism and consistency.

The Engineer’s Certificate in Service Support

This self-paced online course introduces the terminology, foundational principles and practices of Service Support. It provides no-nonsense, practical guidance on:

  • Responding to faults and outages (incidents)
  • Preventing incidents (problems)
  • Planning, Testing and Deployment of technology (change and release)
  • Maintaining licences and asset records (asset & configuration)
  • Improving the Customer Experience

It culminates in an online exam which then earns you The Engineer’s Certificate in Service Support.

Oh No! Not Yet Another Framework!

There are already a number of Service Management Frameworks and standards (ITIL, ISO/IEC20000, Microsoft Operations Framework, COBIT, Google’s SRE, Verism and others. This course does not introduce Yet Another Framework, but focuses instead on the generic concepts that are in the public domain. However, you will also learn the merits and drawbacks of each framework and help you decide what to adopt in your organisation.

Intended audience

This course is intended for anyone who forms part of the IT support function:

  • IT Managers
  • Service Managers
  • Service Desk Managers
  • Service Desk Agents
  • Support Technicians
  • System Engineers
  • Software Developers
  • DevOps Engineers

Exam format

Once you have completed all the modules, you will be given an opportunity to complete a fast-paced exam to test your knowledge:

  • 60 multiple-choice questions chosen at random from a bank of 300 questions
  • 60 minutes
  • 3 attempts to write the exam
  • A score of 48/60 (80%) is required to pass the exam
  • This is an open-book exam and you may reference your notes
  • No invigilator is required

Certificate

Once you have successfully completed and passed the exam, you will automatically receive:

  • The Engineer’s Certificate in Service Support (PDF download)
  • Digital Badge

Learning Outcomes

  • Understand the principles and practices of service support
  • Apply the described methods in the workplace

(This course is designed using on Blooms Taxonomy)

Corporate Buyers

While this course is stand-alone, we offer additional consultation to corporate buyers using the 8-fold model. The 8-fold model is a useful mechanism to measure and improve the effectiveness of training. Please contact us for more information.