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.