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.
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
*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.
 
 
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