IIRF Online > Personal Development > Career Development > IT / Technical Support > IBM: IT Support Case Studies
IBM: IT Support Case Studies by Edx
This Capstone course provides a series of case studies for demonstrating skills to perform in a Technical Support role. It also includes a practice exam to help you prepare for the CompTIA IT Fundamentals (ITF+) Certification Exam.
Course Highlights
- Articulate processes and information related to IT fundamentals in the context of providing technical support.
- Demonstrate systematic and effective troubleshooting and problem-solving skills.
- Apply customer service skills and a customer support mindset, including conflict mitigation and de-escalation skills.
- Practice for the CompTIA IT Fundamentals Certification by completing the final exam.
Skills you will learn!
Curriculum
4 Topics
Case Study: Computer Peripherals and Connectivity
Case Study: Computer Display Device Installation
Case Study: Computer Performance and OS Fundamentals
Identifying System Information for Windows and MacOS Devices
5 Topics
Case Study: Browser Versions Installs and Updates
Case Study: Updating Desktop Software
Case Study: Browser Security Settings and Client-side Scripting
Case Study: Database Roles and Permissions
Graded Case Study: System Sofware Versions and Application Software Capability
4 Topics
Case Study: Corporate User Needs Access to a Network Drive
Case Study: Network Protocols Firewalls andProxy Servers
Case Study: Hosted Storage and Sharing
Graded Case Study: Configure Test and Troubleshoot a SOHO
5 Topics
Case Study: Intellectual Property and DRM
Case Study: Security and information Privacy
Case Study: Countering Security Threats and Hardening Devices
Case Study: Password Management Techniques
Graded Case Study: Public Browsing Safety
5 Topics
Case Study: Virtual and Bare-Metal Servers
Case Study: Cloud Networking Using VPCs
Case Study: Identity and Access Management (IAM)
Case Study: Cloud Storage and Databases
Graded Case Study: Cloud Service and Deployment Models
IBM: IT Support Case Studies
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