CLD254X – IT Support: Documentation – Skills4Ukr Skills Academy

Course Content

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Welcome to IT Support: Documentation 5 Modules

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Before You Start

Welcome to IT Support: Documentation

Course Introduction

Course Syllabus and Grading

Discussion Forums and Getting Help

Getting to Know You 2 Modules

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What are your goals for this course?

Pre-Course Survey

Why Document? 7 Modules

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Module introduction

Internal Resources

The Support Agent’s Company

Personal and Professional Reputation

Exercise: The Need for Documentation

Review Activity: The Need for Documentation

Documentation Requirements

What Are You Documenting? 7 Modules

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Telephone, Skype, and Audio calls

Skype, Webex, and Chat

Apps, Websites, and Portals

Exercise: What is it you’re documenting?

Review Activity: What is it you’re documenting?

Who Cares About Documentation? 6 Modules

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Other Internal Resources

Exercise: Who Cares about Documentation?

Review Activity: Who Cares about Documentation?

Module Assessment Exam 1 Module

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Module 1 Assessment Exam

Assignment 6 Modules

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Module introduction

What are you documenting?

Exercise: Assignment

Review Activity: Assignment

Documenting Cases

Scoping 5 Modules

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What are you documenting?

Exercise: Scoping

Review Activity: Scoping

Graded Exercise: Scoping Agreement 1 Module

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Graded Exercise: Scoping Agreement

Solution Development 5 Modules

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What are you documenting?

Exercise: Solution Development

Review Activity: Solution Development

Solution Validation 5 Modules

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What are you documenting?

Exercise: Solution Validation

Review Activity: Solution Validation

Closure 5 Modules

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What are you documenting?

Exercise: Closure

Review Activity Closure

Graded Exercise: Closing a Case 1 Module

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Graded Exercise: Closing a Case

Module Assessment Exam 1 Module

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Module 2 Assessment Exam

Case Management 6 Modules

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Module introduction

Case Management Defined

Critical Functionality Supported

Exercise: Identify Case Management Functions

Review Activity: Case Management

Knowledge Management & Documentation Tools

Process and Procedure System 4 Modules

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Process and Procedure Defined

Critical Functionality Supported

Review Activity: Process and Procedure Syste

Knowledge and Intellectual Capital (IC) Repository 4 Modules

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Knowledge Management and IC Defined

Critical Functionality Supported

Review Activity: Identify Knowledge Management

Customer Relationship Management 5 Modules

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Critical Functionality Supported

Exercise: Customer Relationship Management

Review Activity: Customer Relationship Management

Module Assessment Exam 1 Module

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Module 3 Assessment Exam

Key Performance Indicators 12 Modules

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Module introduction

Top and Bottom Box %

Initial Response Met %

Closed Service Request Count

Average First Reply Time

Average Reply Time

Days to Close/Solution

Cases Closed in 24 hours %

Review Activity: Key Performance Indicators

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