Introduction to IT Service Desk Management
Service Desk Support
Service Desk Operation
Modes of Assessment
The project process component will be used to assess the student’s ability to manage an IT Infrastructure Management project. Meeting minutes, project progress reports etc. could form the evidence that demonstrates students’ ability to manage the project process.
The deliverable will be used to assess the student’s knowledge, problem-solving skills and ability to meet project specifications. This component will include the submission of technical documentation for the deliverable and a demonstration of the student’s ability to meet the needs of a user/client.
Reflection Report and Presentation
The reflection report and presentation will be used to assess the student’s ability to describe, explain and/or demonstrate the final deliverable. Students will be required to detail the project process, critical decisions made and learning points in the report.
Upon successful completion of the modular unit, students will be awarded a Statement of Result which can count towards the attainment of the Diploma in Infocomm and Digital Media (ICT Systems, Services & Support).