COURSE DESCRIPTION
Being able to clearly communicate with and guide end users is just as important as demonstrating a thorough understanding of IT topics. Particular attention will be paid to answering technical questions about various network equipment functionalities, ticketing systems, and network monitoring solutions. Additional subjects covered include network components, devices, architectures & topographies, and protocols. In this course, students will focus on understanding end user requests and formulating technical support responses.
Prerequisites: SPE-10, SPE-20
DESCRIPTION DU COURS
Être capable de communiquer clairement avec les utilisateurs finaux est tout aussi important qu’être capable de démontrer une compréhension approfondie des sujets informatiques. Une attention particulière sera consacrée aux fonctionnalités du matériel de réseau, aux systèmes de gestion de tickets et aux solutions de surveillance du réseau. Des sujets supplémentaires seront abordés, y compris les composants du réseau, les appareils, les architectures et les topographies et les protocoles. Dans ce cours, les étudiants seront amenés à comprendre les demandes des utilisateurs finaux et à formuler des réponses du support technique.
Prérequis : SPE-10, SPE-20
Links to resources for presentations or summaries:
Computer Networks
Computer Network Fundamentals – YouTube – YouTube
What is ITSM (IT Service Management)? – Definition from WhatIs.com
What is a network management system? – Definition from WhatIs.com
What is software-defined networking (SDN)? – Definition from WhatIs.com
Software-Defined Networking (SDN) Definition – Open Networking Foundation
What is Simple Network Management Protocol (SNMP)? – Definition from WhatIs.com
How will the network manager’s role change in the SDN world?
Latest News Archives – Open Networking Foundation
Lecture OSI and TCP/IP Models – YouTube
News, Tips, and Advice for Technology Professionals – TechRepublic
What is stack? – Definition from WhatIs.com
Course Features
- Lecture 0
- Quiz 0
- Duration 21 hours
- Skill level All levels
- Language English
- Students 0
- Assessments Yes
