HELP DESK MANAGEMENT CSS 1784 3 Credit Hours by bzs12927

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									                                                  COWLEY COLLEGE
                                          & Area Vocational Technical School

                                               COURSE PROCEDURE FOR


                                                HELP DESK MANAGEMENT
                                                    CSS 1784      3 Credit Hours
Student Level:
This course is open to students on the college level in Sophomore year.

Prerequisites:
CSS 1782 Help Desk Tools & Technology with a grade of “C” or better

Controlling Purpose:
This course is designed to introduce students to the basic concepts of help desk management, including processes, tools,
and their practical applications.

Learner Outcomes:
The student will:
        Learn how to get a help desk focused on the business it supports
        Discuss how to structure a help desk
        Examine the factors involved in staffing a help desk
        Analyze problem and work management processes
        Discuss the benefits of tracking
        Examine the types of tools available for the help desk
        Explore the opportunities and challenges the Internet poses for the help desk
        Discuss the process of setting up a help desk internet/intranet site
        Evaluate the components and accurate measurement of help desk performance
        Appreciate the importance of marketing a help desk
        Understand the process of cost-benefit analysis as it applies to the help desk
        Examine the issues involved with outsourcing help desk services

Unit Outcomes and Clock Hours of Instruction for Core Curriculum:
The following outline defines the minimum core content not including the final examination period. Instructors may add
other material as time allows.

Evaluation Key:
        A       =       All major and minor goals have been achieved and the achievement level is considerably
                        above the minimum required for doing more advanced work in the same field.
        B       =       All major goals have been achieved, but the student has failed to achieve some of the less
                        important goals. However, the student has progressed to the point where the goals of
                        work at the next level can be easily achieved.
        C       =       All major goals have been achieved, but many of the minor goals have not been achieved.
                        In this grade range, the minimum level of proficiency represents a person who has
                        achieved the major goals to the minimum amount of preparation necessary for taking
                                                                                                              Rev. 11/3/2008
    DISCLAIMER: THIS INFORMATION IS SUBJECT TO CHANGE. FOR THE OFFICIAL COURSE PROCEDURE CONTACT ACADEMIC AFFAIRS.

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                             more advanced work in the same field, but without any major handicap of inadequacy in
                             his background.
         D           =       A few of the major goals have been achieved, but the student’s achievement is so limited
                             that he is not well prepared to work at a more advanced level in the same field.
         F           =       Failing, will be computed in GPA and hours attempted.
         N           =       No instruction or training in this area.



UNIT 1: GETTING FOCUSED
Outcomes: Upon completion of the unit, the students will be able to
A    B       C   D       F   N                               Specific Competencies
                                 Demonstrate the ability to:
                                 Define the focus of a help desk
                                 Describe the importance of senior management input
                                 Understand the value of working with other IT groups
                                 Create a customer profile
                                 Recognize the significance of developing help desk services, objectives, and a mission
                                 statement

UNIT 2: STRUCTURE
Outcomes: Upon completion of the unit, the students will be able to
A    B       C   D       F   N                             Specific Competencies:
                                 Demonstrate the ability to:
                                 Understand the typical help desk structure, including the front line and second and
                                 third levels of support.
                                 Consider the factors involved when staffing a help desk.
                                 Estimate required help desk staff using formulas, rules of thumb and software.
                                 Examine the historical reason for having multiple help desks within and organization
                                 and the advantages of consolidation.




                                                                                                                    Rev. 11/3/2008
    DISCLAIMER: THIS INFORMATION IS SUBJECT TO CHANGE. FOR THE OFFICIAL COURSE PROCEDURE CONTACT ACADEMIC AFFAIRS.

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UNIT 3: STAFFING
Outcomes: Upon completion of the unit, the students will be able to
A    B   C   D    F   N                               Specific Competencies:
                          Demonstrate the ability to:
                          Describe the roles and skills required for help desk staff.
                          Recognize winning help desk hiring practices.
                          Understand the importance of planning for staff turnover.
                          Recognize the need for staff training.
                          Assess what help desk staff need in terms of working environment.



UNIT 4: PROBLEM AND WORK MANAGEMENT
Outcomes: Upon completion of the unit, the students will be able to
A    B   C   D    F   N                              Specific Competencies
                          Demonstrate the ability to:
                          Examine the importance of setting priority levels within a help desk.
                          Recognize procedures necessary to ensure help desk success.
                          Evaluate the activities of a help desk to ensure that the help desk is functioning
                          effectively.
                          Understand the need to be constantly looking for ways to improve the help desk.



UNIT 5: TRACKING
Outcomes: Upon completion of the unit, the students will be able to
A    B   C   D    F   N                              Specific Competencies
                          Demonstrate the ability to:
                          Understand the benefits of asset control.

                          Understand the benefits of problem control.
                          Understand the benefits of help desk control.
                          Recognize how tracking can help improve customer effectiveness.




                                                                                                               Rev. 11/3/2008
    DISCLAIMER: THIS INFORMATION IS SUBJECT TO CHANGE. FOR THE OFFICIAL COURSE PROCEDURE CONTACT ACADEMIC AFFAIRS.

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UNIT 6: HELP DESK TOOLS
Outcomes: Upon completion of the unit, the students will be able to
A    B   C   D    F   N                              Specific Competencies
                          Demonstrate the ability to:
                          Discuss forums for learning and idea exchange.
                          Examine and select tools used for communication, basic help desk management,
                          telecommunications, problem management, asset management, network
                          management, and customer training and self-help.



UNIT 7: THE INTERNET: CHALLENGE AND OPPORTUNITY
Outcomes: Upon completion of the unit, the students will be able to
A    B   C   D    F   N                              Specific Competencies
                          Demonstrate the ability to:
                          Evaluate the opportunities for a help desk that are provided by the internet.

                          Evaluate the challenges that exist for on the internet for a help desk.
                          Discuss how a help desk can get the most out of the internet.



UNIT 8: SETTING UP A HELP DESK INTERNET/INTRANET SITE
Outcomes: Upon completion of the unit, the students will be able to
A    B   C   D    F   N                                Specific Competencies
                          Demonstrate the ability to:
                          List the benefits of a help desk site.
                          Describe how to plan, design, market, and maintain a help desk internet/intranet site.



UNIT 9: MEASURING PERFORMANCE
Outcomes: Upon completion of the unit, the students will be able to
A    B   C   D    F   N                              Specific Competencies
                          Demonstrate the ability to:
                          Define performance
                          Understand how to measure return on investment (ROI), effectiveness of call load
                          management, and proactiveness.
                          Evaluate the importance of reporting and communicating performance.




                                                                                                             Rev. 11/3/2008
    DISCLAIMER: THIS INFORMATION IS SUBJECT TO CHANGE. FOR THE OFFICIAL COURSE PROCEDURE CONTACT ACADEMIC AFFAIRS.

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 UNIT 10: MARKETING
 Outcomes: Upon completion of the unit, the students will be able to
 A    B   C   D    F   N                              Specific Competencies
                           Demonstrate the ability to:
                           Understand why image is important to the help desk.
                           Describe the necessity to sell the value of the help desk.
                           Assess the value in educating customers about the help desk.
                           Understand the need to communicate with the customer about updates and changes
                           in the environment as well as the need for customer feedback.
                           Evaluate various vehicles for marketing the help desk.



 UNIT 11: COST-BENEFIT ANALYSIS
 Outcomes: Upon completion of the unit, the students will be able to
 A    B   C   D    F   N                              Specific Competencies
                           Demonstrate the ability to:
                           Explore examples of the cost justification of a help desk, an Interactive Voice Response
                           (IVR) system, and outsourcing the training function.



 UNIT 12: OUTSOURCING
 Outcomes: Upon completion of the unit, the students will be able to
 A    B   C   D    F   N                              Specific Competencies
                           Demonstrate the ability to:
                           Understand the benefits of outsourcing.
                           Assess when to outsource and when not to outsource.
                           Explore outsourcing options.
                           Evaluate the outsourcing process.
                           Consider the human factor (people issues) of outsourcing.


Projects Required:
As assigned

Textbook:
Contact Bookstore for current textbook.


Materials/Equipment Required:
Access to computer lab or other internet connected computer

Attendance Policy:
                                                                                                              Rev. 11/3/2008
     DISCLAIMER: THIS INFORMATION IS SUBJECT TO CHANGE. FOR THE OFFICIAL COURSE PROCEDURE CONTACT ACADEMIC AFFAIRS.

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 Students should adhere to the attendance policy discussed on the first day of class.

 Grading Policy:
 Grading may vary according to the instructor.

 Criterion Based Evaluation:
         50%     Unit Tests
         30%     Projects and Case Studies
         20%     Final Exam

 Letter grades will be assigned according to the following scale:

 A   =    100      -     90
 B   =    89       -     80
 C   =    79       -     70
 D   =    69       -     60
 F   =    59      and    Below


 Maximum class size:
 Based on classroom occupancy.

 Course Timeframe:

 Catalog Description:
 CSS 1784 HELP DESK MANAGEMENT, 3 hours This course covers the foundations of successful help desk management
 techniques and strategies. Concepts that are covered include researching, planning, and setting up a help desk within an
 organization. Technical, managerial, and human factors are also stressed. The course will also examine the latest support
 technologies available to assist help desk managers. Students will have an opportunity to apply management techniques
 and skills though simulated and practical activities. Prerequisite: CSS 1782 with a grade of “C” or better

Refer to the following policies:

 402.00 Academic Code of Conduct
 263.00 Student Appeal of Course Grades
 403.00 Student Code of Conduct

 Disability Services Program:
 Cowley College, in recognition of state and federal laws, will accommodate a student with a documented disability. If a
 student has a disability, which may impact work in this class which requires accommodations, contact the Disability
 Services Coordinator.




                                                                                                               Rev. 11/3/2008
     DISCLAIMER: THIS INFORMATION IS SUBJECT TO CHANGE. FOR THE OFFICIAL COURSE PROCEDURE CONTACT ACADEMIC AFFAIRS.

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