Full Title:Service Desk Support
Language of Instruction:English
Module Code:PROG C7012
 
Credits: 5
Valid From:Semester 1 - 2016/17 ( September 2016 )
Module Delivered in 4 programme(s)
Module Description:Students completing this module will acquire an understanding of the necessary processes, technology, people and metrics required to provide an effective IT Service Desk. They will evaluate, install and configure Service Desk Software with supporting Service Level Agreement for a Service Desk.
Learning Outcomes:
On successful completion of this module the learner should be able to
  1. Demonstrate an understanding of the main processes, tools, technologies, metrics required to set up an IT Service Desk.
  2. Evaluate Service Desk Software for the purpose of automating Service Desk Processes.
  3. Set up, configure and manage Service Desk Management software.
  4. Troubleshoot service desk related issues
 

Module Content & Assessment

Indicative Content
IT Service Desk
ITIL Framework ­ Tools and Technologies ­ Service Metrics and Service Level Agreements ­ Help Desk Management Software Evaluation ­ Help Desk Standards – ISO 20000
Assessment Breakdown%
Course Work50.00%
End of Module Formal Examination50.00%

Full Time

Course Work
Assessment Type Assessment Description Outcome addressed % of total Marks Out Of Pass Marks Assessment Date Duration
Continuous Assessment Students will be required to undertake weekly lab tasks. 1,2,3 20.00 0 0 n/a 0
Continuous Assessment Students will design appropritate flow charts for main service desk processes. They will evaluate and setup and configure Service Desk Management Software to automate ITIL procesess and create service level agreements. 1,2,3,4 30.00 0 0 n/a 0
No Project
No Practical
End of Module Formal Examination
Assessment Type Assessment Description Outcome addressed % of total Marks Out Of Pass Marks Assessment Date Duration
Formal Exam Students will be required to complete a formal, end of semester exam. 1,2,3,4 50.00 0 0 End-of-Semester 0

Part Time

Course Work
Assessment Type Assessment Description Outcome addressed % of total Marks Out Of Pass Marks Assessment Date Duration
Continuous Assessment Students will be required to undertake weekly lab tasks. 1,2,3,4 20.00 0 0 n/a 0
Continuous Assessment Students will design appropritate flow charts for main service desk processes. They will evaluate and setup and configure Service Desk Management Software to automate ITIL procesess and create service level agreements. 1,2,3,4 30.00 0 0 n/a 0
No Project
No Practical
End of Module Formal Examination
Assessment Type Assessment Description Outcome addressed % of total Marks Out Of Pass Marks Assessment Date Duration
Formal Exam Students will be required to complete a formal, end of semester exam. 1,2,3,4 50.00 0 0 End-of-Semester 0

DKIT reserves the right to alter the nature and timings of assessment

 

Module Workload & Resources

Workload: Full Time
Workload Type Workload Description Hours Frequency Average Weekly Learner Workload
Lecture A lecture will be used to deliver the theory for this module. 2.00 Every Week 2.00
Practical Practical labs will be used to apply learning in the lecture and give students the opportunity to consolidate their learning 2.00 Every Week 2.00
Directed Reading Students will be given directed reading material relating to subject content 2.00 Every Week 2.00
Independent Study Independent study will be recommended to students which will give them an opportunity to see how their current learning is applied in real work situations. 2.00 Every Week 2.00
Total Weekly Learner Workload 8.00
Total Weekly Contact Hours 4.00
Workload: Part Time
Workload Type Workload Description Hours Frequency Average Weekly Learner Workload
Lecture A lecture will be used to deliver the theory for this module. 1.00 Every Week 1.00
Practical Practical labs will be used to apply learning in the lecture and give students the opportunity to consolidate their learning 2.00 Every Week 2.00
Directed Reading Students will be given directed reading material relating to subject content 3.00 Every Week 3.00
Independent Study Independent study will be recommended to students which will give them an opportunity to see how their current learning is applied in real work situations. 2.00 Every Week 2.00
Total Weekly Learner Workload 8.00
Total Weekly Contact Hours 3.00
Resources
Recommended Book Resources
  • Donna Knapp 2011, A Guide to Customer Servce Skills for the Service Desk Professional, 3rd Ed., Course Technology [ISBN: 0538748532]
  • Fred Beisse 2013, A Guide to Computer User Support for Help Desk and Support Specialist, 5th Ed., Course Technology [ISBN: 1133188605]
  • 2009, ITIL V3 Foundation Handbook, Stationery Office Books [ISBN: 011331974]
  • ITIL 2007, IT Service Managment Based on ITIL V3, Van Haren Publishing [ISBN: 9087531028]
This module does not have any article/paper resources
Other Resources

Module Delivered in

Programme Code Programme Semester Delivery
DK_KCOMP_7 Bachelor of Science in Computing 5 Group Elective 3
DK_KCOMP_7 Bachelor of Science in Computing 5 Group Elective 2
DK_KCESM_7 Certificate in Computer Service Management 1 Elective
DK_KCESM_7 Certificate in Computer Service Management 2 Elective