Technology Service Management & Client Problem Resolution

1. Lesson 1: Diagnose potential troubleshooting and identify resolution requirements
2. Lesson 2: Determine cause and analysis of the problem in accordance with client documentation and support requirements
3. Lesson 3: Review organisational support and resolution documentation and identify the clients point of contact…
4. Lesson 4: Review service level agreement (SLA) and determine action and escalation procedures
5. Lesson 5: Verify the client support and resolution requirements with relevant personnel with the client contact
6. Lesson 6: Self-learning task

1. Lesson 7: Develop required process required for client support and resolution requirements
2. Lesson 8: Implement process required for client support and resolution requirements
3. Lesson 9: Maintain communication with required personnel throughout support activity
4. Lesson 10: Document support activities and resolution outcomes according to client requirements
5. Lesson 11: Self-learning task

1. Lesson 12: Gather support and resolution services feedback from required personnel
2. Lesson 13: Determine improvements to future support services according to organisational requirements
3. Lesson 14: Submit documentation to required personnel and seek and respond to feedback
4. Lesson 15: Contact client to determine satisfaction with support and resolution services provided
5. Lesson 16: Self-learning task

3 chapters and 16 lessons. It includes 36 videos and 90 knowledge-check questions.

Assessment tasks for this unit are listed under Assignments in the unit, with how to submit each one and what's still outstanding.

Go to dashboard opens this unit's own dashboard. Progress, activity and streaks there count this unit only.