MPP On-Demand: IT Support-Documentation Course Outline

Special Note to New Hampshire Residents
This course has not yet been approved by the New Hampshire Department of Education. Please contact us for an update on when the class will be available in New Hampshire.

*** Note: This is an On-Demand Self Study Class ***
You can take this class at any time; there are no set dates. It features hands-on labs so you can practice new skills at your workstation. Other parts of the course include video lectures that you can view on-the-go from your phone or tablet. In all cases, customers must call us directly to register this class at 800-288-8221.

MPP On-Demand Series
This course is part of the Microsoft Professional Program Series, MPP: IT Support Track. It can be taken individually or as part of the 13-course series, plus a capstone project. You will need to purchase a validated certificate to get credit for this class as part of the MPP. Request the certificate at time of registration.

On-Demand Learner Profiles
MPP On-Demand is a self-study training solution that was designed for two types of learners. First, MPP On-Demand is a great fit for experienced IT professionals who don't need traditional 5-day classes to upgrade their existing skills. They can pick and choose topics to make the most effective use of their time. Second, MPP On-Demand is perfect for highly-motivated individuals who are new to a technology and need to space their learning over a period of weeks or months. These learners can take their time and repeat sections as needed until they master the new concepts.


Overview
If you are interested in pursuing a career in IT Support, this course examines best practices you should employ when documenting support cases.

Duration
This Microsoft authorized class is an online elearning course that should take between 15 to 20 hours of effort, depending on your background.

Course Outline

Understand what an advisory case is and identify the key requirements that should be documented for such a case

Understand what a reactive case is and identify the key requirements that should be documented for such a case

Understand what the key requirements are that should be documented when escalating a case, as well as when to conduct warm transfers

Examine the types of tools that are commonly used to capture customer data

Identify key questions that should be asked during different phases of the case management life cycle

Identify key questions that should be asked when encountering specific problem situations

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View outline in Word

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Attend hands-on, instructor-led MPP On-Demand: IT Support-Documentation training classes at ONLC's more than 300 locations. Not near one of our locations? Attend these same live classes from your home/office PC via our Remote Classroom Instruction (RCI) technology.

For additional training options, check out our list of Courses and select the one that's right for you.