Instructor: Arthur Braden Quarter: Summer 2005
Voice Mail: Please ONLY Email Me E-mail: karthur_@pacbell.net
Class
meets in Room 213 from 6:00P – 7:40P
Instructor Biography: Arthur Braden has been teaching at
Heald for over 16 years. He has taught
all of the programming, web design (i.e. CIW Certified Internet Webmaster, and
Cold Fusion), electronics (FCC Radiotelephone Communications License and FCC
Ship Radar Endorsement) and mathematics courses, and taught courses in
environmental science, psychology, English, MS Office Suite applications, A+
certification and other computer-oriented courses. Arthur is currently finishing an advanced
Computer Science degree at
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Course Information Sheet |
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INFOTECH 275 Technical Customer Support |
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Course Description |
Students practice responding to end-user requests in a simulated technical support environment. Topics include following trouble tickets from entering them into a database, solving the issue, and generating meaningful reports. Students prepare to interface with the public on the job. 3 Units |
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Textbook(s) |
Introduction to Help Desk Concepts and Skills, Sanderson, McGraw-Hill, 2004, ISBN: 0-07-821677-X |
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Grading |
Exams |
40% |
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Projects
& Assignments |
50% |
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Participation |
10% |
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Please Read! |
Grades are updated each Tuesday night to account for the
homework you did the prior week, and you can expect to see them when you
arrive in class at that time, as viewed on MyPortal: http://myportal.heald.edu/ps/signon.html A grade of 90 percent or higher earns an A grade; 80 to 89 percent earns a B grade; 70 to 79 percent earns a C grade; 60 to 69 percent earns a D grade. A minimum grade of C is required in major courses or courses that are prerequisites for advanced courses. |
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Course Purpose |
The INFOTECH 275 Introduction to Help Desk Concepts and Skills course is designed to be taken in one of the later quarters of your curriculum (Quarter 4, 5 or 6). INFOTECH 275 is about how to work in a customer service environment. Many Heald students begin their IT careers working on a Help Desk or as an entry-level technician. Employers of these students stress the need to have good people skills, and INFOTECH 275 is the place to get those skills. INFOTECH 275 also includes the HelpSTAR software. HelpSTAR is used by Heald’s IT department and it is a leading Help Desk software. The functions within HelpSTAR closely match the functions in all Help Desk software; thus you will get great exposure to call tickets, escalating calls, and the types of reports that can be generated in this course. We will begin using the software in the second week of class. |
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Makeup policy |
Each student has the opportunity to make up one missed major in-class graded event. Your instructor will inform you of which graded events fall into this category in this course. For other make up policies or late assignments, please consult with your instructor or a dean. |
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Alternative Credit |
There is no challenge exam for this course. Transfer credit will be accepted upon receipt of an
official transcript from a regionally accredited institution, credit may be
granted for an equivalent course completed within the last ten years with a
grade of “C” or better. |
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Attendance |
Policies and standards at Students are required to attend all classes on required attendance days and are expected to be ready for class at the scheduled time. The student’s participation in class is essential to success in academic achievement and in the workplace. The official student transcript reflects both an academic grade and an attendance percentage for each class. Please refer to the Attendance Policy distributed by your campus Academic Affairs Department for specific guidelines. |
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Professional Appearance |
At |
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Information Technology Policy |
The use of any computer software or information technology equipment (computer, router, switch, etc.) by students shall be in compliance with all laws and Heald policies. Students may not violate any intellectual property rights and may not compromise or tamper with or utilize the software or equipment for inappropriate or unauthorized purposes. All such property belongs to Heald or is under Heald control and may be inspected or monitored by Heald personnel at any time and for any purpose. When a violation of this policy occurs, disciplinary action may be taken. |
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Request for Special Assistance |
If you believe you have a disability that may require accommodation, we encourage you to contact immediately the Director of Academic Affairs (DAA), who is the campus coordinator of disability services, to ensure adequate time to arrange for the appropriate accommodation. You will be asked to present documentation from a qualified examiner. |
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Academic Integrity |
The highest standards of academic integrity are upheld at Heald, both to preserve the significance of the education offered and to prepare students to become productive members of the larger community. It will be regarded as a breach of academic honesty for a student to employ any form of deception in the completion of an assignment. This includes, but is not limited to: copying another’s work from any source; allowing another to copy one’s own work whether during a test or in submitting an assignment; or interfering in the work of a fellow student. This policy prohibits any attempt to pass off, as one’s own, the work, data or creative efforts of another. Broadly, it forbids knowingly furnishing false information to the campus about one’s academic performance. When a violation of this policy occurs, disciplinary
action will be taken and may include assigning an “F” grade for the exam or
assignment or assigning an “F” Grade for the course. Repeated offenses may
result in dismissal from All violations of Heald’s academic integrity policy are documented and made a part of the student’s academic record. |
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Other Heald Policies
and Procedures |
Please refer to the Heald catalog for other policies and procedures not mentioned in this Course Information Sheet. |
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Learning Outcomes |
· Students will have a minimum of 8 hours experience doing hands-on labs from the Introduction to Help Desk Concepts and Skills book. (see labs interwoven in text and the Appendix—pages 309-340) · Students will successfully complete a minimum of four Help Desk Projects (instructors can create their own projects or they can use the ones at the end of each chapter) during the course. · All students will satisfactorily complete the Help Desk Simulation in the back of the Introduction to Help Desk Concepts and Skills book (pages 295-308). · All students will demonstrate proper phone technique on a minimum of one call via simulations created by the instructor of the class. All students will write a 1 page essay that describes a customer service experience that they have had recently and why this experience was good or bad (this could be computer support, an experience in a restaurant, an experience returning an item to a retail store, etc.). |
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The INFOTECH 275 Introduction to Help Desk Concepts and Skills course is designed to be taken in one of the later quarters of your curriculum (Quarter 4, 5 or 6). INFOTECH 275 is about how to work in a customer service environment. Many Heald students begin their IT careers working on a Help Desk or as an entry-level technician. Employers of these students stress the need to have good people skills, and INFOTECH 275 is the place to get those skills.
INFOTECH 275 also includes the HelpSTAR software. HelpSTAR is used by Heald’s IT department and it is a leading Help Desk software. The functions within HelpSTAR closely match the functions in all Help Desk software; thus, students will get great exposure to call tickets, escalating calls, and the types of reports that can be generated in this course.
Introduction to Help Desk Concepts and Skills, Sanderson, McGraw-Hill, 2004, ISBN 0-07-821677-X.
The labs for this course are included in the Introduction to Help Desk Concepts and Skills book.
Theresa Taggart
McGraw-Hill
Phone: (408) 249-5794
Cell phone: (408) 221-5277
Theresa_Taggart@mcgraw-hill.com
Exams 40%
Projects & Assignments 50%
Participation 10%
A grade of 89.50 percent or
higher earns an A grade; 79.50 to 89.49 percent earns a B grade; 69.50 to 79.49
percent earns a C grade; 59.50 to 69.49 percent earns a D grade. A minimum
grade of C is required in major courses or courses that are prerequistes for
advanced courses. Please refer to the catalog for additional information.
Grades
are broken down into three categories:
exams, projects & assignments, and participation. To allow for
flexibility within this structure, these three categories are intentionally
broad. For example, exams may include
all tests given: quizzes, weekly tests, a midterm test, and a final. The specific percentages given to each test
are to be assigned by the instructor; however, the total must be within the
specified range.
Projects and Assignments may include all graded class activities and
must also be worth the specified percentage range identified above. The
participation portion may include quizzes, homework assignments, worksheets,
and any other items the instructor may choose to include. Oral or group presentations may be included
as part of the projects percentage.
P.H.A.T. Fridays are designed to “Provide
Helpful Assistance & Teaching” to all students.
This time will be available per the schedule
below. While attendance is not taken at
these times, we encourage each student to take advantage of this special
learning opportunity. I will be available to provide each of you with learning
opportunities by running workshops, study sessions, labs and tutoring sessions. As a class, we can continue to decide on ways
we can enhance your learning when we meet at these times.
Nights:
Monday and Wednesday: 5:00P -
6:00P in Room 213
Tuesday and Thursday: 5:30P – 6:00P in Room 213.
Friday: 4:30 – 5:30 in Room 213.
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Date: |
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Substitute Teacher |
Tuesday, August 23rd |
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Monday, September 5th |
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Mid Term |
Thursday, September 1st |
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Final Exam |
Thursday, October 6th |
For each week it is listed,
the Quizzes will cover the projects and information shown. Activities for the following weeks may be
shifted to different time intervals as class progress dictates from your
instructor’s viewpoint; however, any changes will be announced at least one
week in advance. You are expected to
finish homework by midnight of the Thursday at the end of each week listed
here, but the absolute cutoff date (should you need it) is Friday by midnight
at the end of each week listed here.
Work is graded by the following Tuesday when class begins. If you look at the grades on Tuesday night
then you may have noticed that others have their work graded, but not you if
you turned it in after Friday at midnight as you may be waiting an extra week
to get it back; because I only have time to grade it on the weekends. If you
turn your homework in late expect it to only be grade by Tuesday of the
following week.
INFOTECH 275 Technical Customer Support
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Week 1 |
July 27 - 29 |
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Topic
Area |
Introduction to the Help Desk |
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Objective(s)
Covered |
· Discuss the reasons technical support has become more important in organizations. · Describe the role of a help desk. · List the three types of technologies used in organizations. · Discuss how users differ from one another. · List the five major problems that users experience. · Describe the components of a successful help desk. · Identify five important skills of support specialists. · Discuss the most common help desk processes. · Describe the types of tools used by the help desk professional. · Discuss how help desk performance is measured. |
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Materials |
Chapter 1, pages 1-26 à Homework Pgs. 23 and 24 All |
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Week 2 |
August 1 - 5 |
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Topic
Area |
Organization and People |
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Objective(s)
Covered |
· Describe the differences between a centralized and decentralized help desk. · List the five primary help desk structures. · Discuss the advantages and disadvantages of dispatch and tiered structures. · Explain the difference between a product model and the business model of specialized help desk support. · List three reasons for outsourcing the help desk support function. · Describe the two categories of certification available to help desk personnel. · Discuss the three stages of a help desk career. · List seven career paths for help desk employees. |
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Materials |
Chapter 2, pages 27-54 |
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Assessment
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Take-Home Test
covers Chapter 2 and Due 8/12 Homework à Pgs. 50 and 51 All Except Critical Thinking Section *** Quarter
Project *** Class will be
split into groups of 3 (maybe a couple
groups of 4) and beginning next week, one group per week will give a
discussion of the material in that Chapter.
Groups will be signed up on Thursday night, 8/4, and you will be
assigned a week for your group. You will be
expected to give at least one live example, where appropriate. Ask me about this! |
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Week 3 |
August 8 - 12 |
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Topic
Area |
Receiving the Incident |
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Objective(s)
Covered |
Presentation Tuesday with: Francisco Zavala (other student did not show) · List the six steps required to process a call. · Describe the three categories used to classify calls. · Explain the difference between logging and screening. · Discuss several issues that must be taken into account when prioritizing an incident. · List the four steps in the listening process. · Discuss the challenges of listening in a help desk environment. · Discuss the guidelines for effective communication and the behaviors that interfere with communication. |
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Materials |
Chapter 3, pages 55-90 |
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Assessment
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Homework à Pgs. 84 through 86 All Except Critical Thinking and Help Desk Projects
Sections Turn in Take Home
Test on Friday, 8/12. First group gives
their discussion on Monday, August 8th on Chapter 3. |
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Week 4 |
August 15 - 19 |
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Topic Area |
Processing and Resolving the Incident |
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Objective(s)
Covered |
Presentation Tuesday with:
Trisha Clark and Jessica Doria · List the five steps in the problem-solving process. · Discuss the importance of collecting appropriate data. · Describe the techniques used to determine the root cause of a problem. · Explain why creativity plays an important role in problem solving. · List the three methods used to evaluate and prioritize possible solutions. · Identify several criteria used to determine a plan of action. · Explain the responsibilities of a problem owner. · Discuss the importance of notification. · List five common reasons that problems are escalated. · Describe three types of difficult users. · List the three components of problem resolution. · Discuss the benefits of accurately documenting calls. |
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Materials |
Chapter 4, pages 91-128 |
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Assessment
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Homework à 124 through 126 All Except Critical Thinking Section and Help Desk Projects
Sections Second group gives
their discussion on Monday, August 15th on Chapter 4. |
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Week 5 |
August 22 – 26 |
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Topic
Area |
Computer Telephony Integration |
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Objective(s)
Covered |
Remember that you have a substitute the first day this week! J If you have any questions then eMail them to me at the address at the top of this web page. Presentation will be Thursday for: Robert McGinty and Ben Macias · Explain the need for automated help desk telephone systems. · Describe the functions of an automated call distributor (ACD). · Describe the benefits of skill-based routing. · Discuss the features of Interactive Voice Response (IVR) applications. · Explain how Automatic Speech Recognition (ASR) is used in a help desk. · Discuss the importance of computer telephony integration (CTI). · Describe the benefits of a unified queue. · List common statistics captured by a computer telephony integration (CTI) application. |
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Materials |
Chapter 5, pages 129-158 Homework: All Except Critical Thinking Section Third group gives their discussion on Monday, August 22nd on Chapter 5. |
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Assessment
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We will be testing
your proposed solution(s) for the USB problem. Also, turn in your
solutions list by Friday! |
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Week 6 |
August 29 – September 2 |
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Topic
Area |
Web-Based Support |
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Objective(s)
Covered |
Presentation Tuesday with: Debra Taylor · Explain the concept of self-service support. · Summarize the advantages of self-service support. · Describe the four stages of support provided on a help desk Web site. · Identify common user problems easily solved by self-service technology. · Discuss the major types of self-service tools found on a support Web site. · Discuss the role of assisted support in a help desk Web site. · Describe two challenges associated with Web-based support. |
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Materials |
Chapter 6, pages 159-184 |
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Assessment
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Quiz 4, Midterm,
Project 9 (page 182) |
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Week 7 |
September 5 – 9 |
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Topic
Area |
Performance Management |
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Objective(s)
Covered |
Presentation Tuesday with: Steve Speegle · Explain the purpose of a Service Level Agreement. · Describe common help desk performance metrics. · Explain some of the difficulties in interpreting metrics. · Explain the importance of reporting results in business terms. · Describe how metrics are used to evaluate help desk performance. · Discuss the importance of customer satisfaction surveys. · Describe some mechanisms for call monitoring. · List common help desk operating costs. · Explain the relationship between cost per call and help disk performance. |
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Materials |
Chapter 7, pages 185-214 |
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Assessment
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Quiz 5, Project 6
(page 213) |
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Week 8 |
September 12 - 16 |
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Topic
Area |
Knowledge Management |
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Objective(s)
Covered |
Presentation Tuesday with:
Arthur Braden (student that was doing this is no longer here) · Discuss the benefits of a knowledge management system. · List the characteristics of an effective knowledge base. · Explain the difference between reactive and proactive knowledge management. · Describe the four components of a solution. · Discuss the knowledge management process. · Describe methods of searching a knowledge base. · Discuss the effect of knowledge management on help desk metrics. · Discuss barriers to effective knowledge management. |
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Materials |
Chapter 8, pages 215-246 |
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Assessment
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Quiz 6, Test 2,
Critical Thinking 2 (page 243), Hand In Required Essay |
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Week 9 |
September 19 – 23 |
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Topic
Area |
Asset and Security Management |
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Objective(s)
Covered |
Presentation Tuesday with: Michael Stroud and Jason Williamson · Discuss the importance of managing information technology assets. · Explain the challenges of managing information technology assets. · Describe the varieties of information technology assets that must be managed. · Describe the first step in the asset management process. · Discuss the advantages of integrating an asset management system with the help desk. · Discuss common threats to computer security. · List the five stages of securing a computer system. · Describe additional methods of ensuring computer security. |
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Materials |
Chapter 9, pages 247-276 |
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Assessment
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Quiz 7, Project 9,
(Page 274) |
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Week 10 |
September 26 – 30 |
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Topic
Area |
Help Desk Survival
Guide |
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Objective(s)
Covered |
Presentation Tuesday with: Christopher
Reed ·
Explain
the relationship between resources and demands in the creation of stress. ·
Describe
the categories of common symptoms of stress. ·
Identify
the primary sources of stress in the help desk. ·
Discuss
the reasons people resist change. ·
List
ways in which organizations and individuals play a role in creating a
positive work environment. |
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Materials |
Chapter 10, pages 277-294 |
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Assessment |
Test 3, Help Desk Simulation (Pages 295-308) |
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Week 11 |
October 3 – 6 |
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Topic
Area |
Review |
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Assessment
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Final is Thursday,
October 6th |
Classroom policies MUST be approved by the Director of Academic Affairs prior to distribution.
Classroom policies should be presented to students on the first day of class. These polices will set the tone for your class and let students know what is expected of them and what they may expect from you. Some issues that you may consider addressing in your polices are:
Please refer to the projects at the end of each chapter.
As much as possible, avoid True/False and Multiple Choice questions when giving students written exams. Attempt to pose questions in paragraph format, similar to the questions below. Whenever possible, have the student fill in the blank. This shows the student really knows the answer and isn’t guessing.
Q. What are the five steps in the problem-solving process?
A. Identify the problem
Determining the root cause
Generating options
Evaluating and prioritizing options
Determining a course of action
Q. What is the benefit of skill-based routing?
A. It gives the Help Desk the ability to forward the call to the person who can best answer it.
Q. What is the purpose of auto-discovery software?
A. It really helps with asset management as all software can be gathered automatically from client computers without having a technician present.
A Blackboard course shell will be created for this course.
EBSCO is an online research tool/online library.
The URL to use for accessing EBSCO host is http://search.epnet.com
You will then be prompted for your user id and password.
User ID "heald"
password "student"
For more information about EBSCO contact your campus LRC manager.
This course is not challengeable.
I would like to acknowledge the contribution of the following people who gave both their time and their expertise during the development of this course:
Matt Ormond (Academic Computing Manager)
Jessica Dobson (HAC-IT)
Steve Whitehead
Gemma Young
The INFOTECH 275 course should be taught in a computer room that is equipped with removable drives or with VMWARE.
Processor: Pentium 133 or higher
RAM: based on the minimum requirement of the installed operating system; however, during normal operation, the HelpSTAR 8.0 Windows client may consume upwards of 30 MB of RAM.
Disk Space: ~50 MB
HelpSTAR 8.0 (found in the back of each book)