Module Details

Module Code: PROG C7012
Full Title: Service Desk Support
Valid From: Semester 1 - 2019/20 ( June 2019 )
Language of Instruction:English
Duration: 1 Semester
Credits: 5
Module Owner:: Elizabeth Rooney
Departments: Unknown
Module Description: Students completing this module will acquire an understanding of the necessary Processes, Technology, People and Information required to provide an effective IT Service Desk. They will evaluate, plan, install and configure a service desk solution for a small company. They will create the necessary documentation to support their solution and present it to the class.
 
Module Learning Outcome
On successful completion of this module the learner will be able to:
# Module Learning Outcome Description
MLO1 Demonstrate an understanding of the main processes, tools, technologies, metrics required to set up an IT Service Desk.
MLO2 Evaluate Service Desk Software for the purpose of automating Service Desk Processes.
MLO3 Set up, configure and manage Service Desk Management software and supporting reactive and proactive tools and utilities.
MLO4 Troubleshoot service desk related issues.
Pre-requisite learning
Module Recommendations
This is prior learning (or a practical skill) that is strongly recommended before enrolment in this module. You may enrol in this module if you have not acquired the recommended learning but you will have considerable difficulty in passing (i.e. achieving the learning outcomes of) the module. While the prior learning is expressed as named DkIT module(s) it also allows for learning (in another module or modules) which is equivalent to the learning specified in the named module(s).
No recommendations listed
 
Module Indicative Content
Introduction to ITSM
Introduction to IT Service Management and Physical Service Desk Structures including Service Desk in the Cloud.
Processes
Introduction to ITIL Framework, Main Stages of ITIL and ITIL Terminology. Service Operation Phase including Service Desk and Incident, Problem and Configuration Management Processes.
IT Service Desk
ITIL Framework ­ Tools and Technologies ­ Service Metrics and Service Level Agreements ­ Help Desk Management Software Evaluation ­ Help Desk Standards – ISO 20000.
Technology
Technologies used to automate and support ITIL Processes. Include Service Desk Management Software Evaluation, Installation, Configuration and Management. Proactive and Reactive Diagnostic Tools, Customer Self Help Tools, ACD and IVR Access Tools.
People
People Component of Service Desk. Include soft and technical skills; staffing of the Service Desk, etc.
Service Desk Information
Service Level Agreements. Metrics and KPI's. Service Quality Assurance.
Module Assessment
Assessment Breakdown%
Course Work50.00%
Final Examination50.00%
Module Special Regulation
 

Assessments

Full Time

Course Work
Assessment Type Continuous Assessment % of Total Mark 10
Marks Out Of 0 Pass Mark 0
Timing Every Second Week Learning Outcome 1,2,3,4
Duration in minutes 0
Assessment Description
Students will be required to undertake weekly lab tasks.
Assessment Type Other % of Total Mark 40
Marks Out Of 0 Pass Mark 0
Timing Week 13 Learning Outcome 1,2,3,4
Duration in minutes 0
Assessment Description
For a given real world scenario, students will design a Service Desk Solution with supporting flow charts for main ITIL processes. They will evaluate, install and configure Service Desk Management Software to automate the ITIL processes. They will create service level agreements and identify key performance indicators. They will address Quality Assurance with their Service Desk solution. Finally, they will produce a technical report and present their solution to the class.
No Project
No Practical
Final Examination
Assessment Type Formal Exam % of Total Mark 50
Marks Out Of 0 Pass Mark 0
Timing End-of-Semester Learning Outcome 1,2
Duration in minutes 0
Assessment Description
Students will be required to complete a formal, end of semester exam.

Part Time

Course Work
Assessment Type Continuous Assessment % of Total Mark 10
Marks Out Of 0 Pass Mark 0
Timing Every Second Week Learning Outcome 1,2,3,4
Duration in minutes 0
Assessment Description
Students will be required to undertake weekly lab tasks.
Assessment Type Continuous Assessment % of Total Mark 40
Marks Out Of 0 Pass Mark 0
Timing Week 13 Learning Outcome 1,2,3,4
Duration in minutes 0
Assessment Description
For a given real world scenario, students will apply their learning to design a Service Desk Solution with supporting flow charts for the Incident and Problem Management ITIL processes. They will evaluate, install and configure Service Desk Management Software to automate the ITIL processes. They will create service level agreements and identify key performance indicators. They will address Quality Assurance with their Service Desk solution. Finally, they will produce a technical report and present their solution to the class.
No Project
No Practical
Final Examination
Assessment Type Formal Exam % of Total Mark 50
Marks Out Of 0 Pass Mark 0
Timing End-of-Semester Learning Outcome 1,2
Duration in minutes 0
Assessment Description
Students will be required to complete a formal, end of semester exam.
Reassessment Requirement
A repeat examination
Reassessment of this module will consist of a repeat examination. It is possible that there will also be a requirement to be reassessed in a coursework element.

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

 

Module Workload

Workload: Full Time
Workload Type Contact Type Workload Description Frequency Average Weekly Learner Workload Hours
Lecture Contact A lecture will be used to deliver the theory for this module. Every Week 2.00 2
Practical Contact Practical labs will be used to apply learning in the lecture and give students the opportunity to consolidate their learning Every Week 2.00 2
Directed Reading Non Contact Students will be given directed reading material relating to subject content Every Week 2.00 2
Independent Study Non Contact 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. Every Week 2.00 2
Total Weekly Learner Workload 8.00
Total Weekly Contact Hours 4.00
Workload: Part Time
Workload Type Contact Type Workload Description Frequency Average Weekly Learner Workload Hours
Lecture Contact A lecture will be used to deliver the theory for this module. Every Week 2.00 2
Practical Contact Practical labs will be used to apply learning in the lecture and give students the opportunity to consolidate their learning Every Week 2.00 2
Directed Reading Non Contact Students will be given directed reading material relating to subject content Every Week 2.00 2
Independent Study Non Contact 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. Every Week 2.00 2
Total Weekly Learner Workload 8.00
Total Weekly Contact Hours 4.00
 
Module Resources
Recommended Book Resources
  • Kevin J Smith. (2017), The Practical Guide to World-Class IT Service Management, Amina Group, [ISBN: 978-0-578-188].
  • Donna Knapp. (2015), A Guide to Customer Servce Skills for the Service Desk Professional, 4. Course Technology, [ISBN: 9781285063584].
  • Fred Beisse. (2015), A Guide to Computer User Support for Help Desk and Support Specialist, 6th. Course Technology, [ISBN: 978-1-285-852].
  • Peter A. High. (2014), How to Implementing World Class IT Strategy, Wiley Publishing, [ISBN: 9781118634110].
  • Donna Knapp. (2014), A Guide to Service Desk Concepts, Cengage, [ISBN: 978-1-285-06].
  • Clydebank Technology. (2016), ITIL For Beginners: The Complete Beginner's Guide To ITIL.
  • Jean Andrews. (2017), A Guide to IT Technical Support, Cengage, [ISBN: 9781305266438].
This module does not have any article/paper resources
Other Resources