IT Service Delivery and Support

 

Learn the key processes and technologies in delivering high-quality IT services to end-users. Gain practical applications and real-world scenarios to manage incidents effectively, fulfil service requests and maintain service levels.

 
 
 

 

Online with an expert facilitator

 

10 weeks

 

40 CPD hours

 
 

$2,200

ACS members

 
 

   

 

Course highlights

  • Curriculum aligned with Skills Framework for Information Age (SFIA)
  • Industry experts lead workshops
  • Hands-on labs and practical exercises
  • Industry-recognised certification exam voucher
  • Eligible for ACS SFIA Digital Badge*

 

Course Outcomes

  • Apply IT service management principles to improve service delivery  
  • Effectively manage and resolve IT incidents  
  • Meet service level agreements (SLAs) and customer expectations  
  • Provide excellent customer support  
  • Troubleshoot and resolve application-related issues  
  • Demonstrate understanding of IT infrastructure components and their role in service delivery  
  • Gain hands-on experience utilising at least one IT service management tool (e.g., JIRA, SAP, M365) to apply learned concepts and simulate real-world IT service delivery scenarios

 

Course Structure

  • 4-5 hours/week for ten weeks 
  • Labs and workshops with expert industry facilitators  
  • Online video content and knowledge tests  
  • Knowledge benchmark assessment
  • Practice labs and exam preparation for industry-recognised certification
  • Exam voucher provided for industry-recognised certification  

 

This course is ideal for

  • IT service delivery and support roles like Help Desk Technicians, IT Support specialists, Service Desk Analysts and IT Service Management

 

 
 
 
 

If you have questions about the program, email [email protected]

 

*Eligibility for ACS SFIA Digital Badges is on condition of course completion and a minimum of 6 to 12 months in a commercial setting applying knowledge.