Certified Information Support and Services Specialist

Program Summary

This program focuses on common industry best practices and real-world applications, vendors, project managers and IT leadership. The focus is on the purpose of an IT department which supports the general company mission and not just a stand-alone element of the business’s infrastructure. Each student will apply their skills and knowledge of software and hardware components related to IT systems, while also exploring the various careers in IT support and services. An analysis of technical support needs, IT customer service requirements, performance of configuration management and evaluation of emerging software and application packages is a core part of the curriculum. Students will also apply knowledge of design and IT analysis by beginning a system project and assessing applications within the system. IT is a dynamic and constantly evolving field of study.

These objectives will be found at the beginning of lessons.


  • Investigate systems design and execution.
  • Study the implementation and maintenance of IT systems.
  • Assess the principles of management collaboration and coverage.
  • Cover instruction and occupations in IsT, and the process of pursuing each career.

Program Requirements

This is an intro program in information services and support, including IT management. No prerequisites except a basic familiarity with the Internet and computers is needed. Students should be competent in accessing the Internet and using it for retrieval of information.

currbuttonCourse Syllabus

(click on the module heading to reveal a lesson by lesson breakdown)


  • Course Overview
  • Supporting the Business Workflow Model
  • Project: Understanding Software Development Models
  • Operating Systems, Hardware, and Software Selection
  • Project: Building a Mind Map
  • Implementation and End-User Training
  • Project: Preparing a Support Plan
  • Quiz 1: On-Premise Systems
  • Public Clouds
  • Project: Moving to the Cloud
  • Private Clouds
  • Hybrid Clouds
  • Project: Companies in the Hybrid Cloud
  • Quiz 2: Cloud-Based Systems
  • Project: Special Project
  • Unit 1 Test
  • Course Project Part 1: Creating an IT Service and Support Project from Scratch
  • Glossary and Credits


  • Anti-malware
  • Patch Management
  • Project: Patch Management Project
  • Network Vulnerabilities
  • Project: Hackers
  • Quiz 1: Security
  • Hardware and Software Redundancy-1
  • Hardware and Software Redundancy-2
  • Project: Disaster!
  • Hardware and Software Redundancy-3
  • Project: Selecting Storage Area Networking Products
  • Quiz 2: Disaster Recovery
  • Project: Special Project
  • Unit 2 Test
  • Course Project Part 2: Specifying Software
  • Glossary and Credits


  • Types of Help Desk Systems and Support
  • Project: Training for a Service Desk
  • Resolution Methodologies for Help Desks
  • Project: Branding and Customer Service
  • Customer Service
  • Quiz 1: Helpdesk
  • Ticketing Systems
  • Protocols and Procedures
  • Project: From Plato to Technical Support, a Paper on Problem Solving in History
  • Building a Knowledge Base
  • Project: Creating a Knowledge Management Site
  • Quiz 2: Ticketing System / Knowledge Base
  • Project: Special Project
  • Unit 3 Test
  • Course Project Project 3: How, How Much, and When?
  • Glossary and Credits


  • Working with the Management Team
  • Project: Role-playing Senior Management Meeting
  • Departmental Reporting
  • Project: Role-playing with Departmental Reports
  • Emerging Technologies
  • Quiz 1: Management Collaboration and Reporting
  • Creating and Managing an IT Project
  • Project: Create a Feasibility Study
  • Managing IT Projects
  • Project Management Applications
  • Project: Creating a Project in Open Project
  • Quiz 2: Leading Technology Projects
  • Project: Special Project
  • Unit 4 Test
  • Course Project Part 4: Management Collaboration and Reporting
  • Glossary and Credits


  • Pursuing Technical Education
  • Technical Education Degree Programs
  • Project: Take a Free Course in Computing
  • On-the-Job Training
  • Project: Developing a Personal Syllabus
  • Quiz 1: Continuing Education
  • On-Premise (Insource) IT Support
  • Project: Understanding Job Requirements and Certifications
  • Off-Premise (Outsource) IT Support
  • Consultant/Educator
  • Project: Imagining a Consulting Practice
  • Quiz 2: Emerging Trends
  • Project: Special Project
  • Unit 5 Test
  • Course Project Part 5: Presenting your plan
  • Glossary and Credits


  • Course Project Part 6: Describing What You Learned
  • Review
  • Exam