IT Support & Service Management

This course provides a comprehensive introduction to the core skills and concepts essential for IT support professionals. Students develop proficiency in troubleshooting, customer service, communication, and technical documentation across diverse environments. Emphasis is placed on planning and managing IT support initiatives using industry best practices and modern service management frameworks. The course explores emerging technologies and support models, including AI-driven chatbots, self-service portals, remote assistance, and automated ticketing systems. Students also learn to apply generative AI responsibly through effective prompt design, ethical use, and workflow integration to enhance productivity and problem-solving. Hands-on exercises and real-world case studies provide practical experience and insight into modern IT service operations and career pathways.