IT Service Management and Support Engineering
Why colleges run this
IT support and service-desk roles are among the highest-volume entry points into the industry; students who know ITIL processes and can run a ticket to resolution are hire-ready.
Course outcomes
CO1
Describe the IT service management lifecycle and its core processes
K2CO2
Apply incident categorisation and prioritisation to a support ticket
K3CO3
Conduct a root-cause analysis for a recurring problem
K4CO4
Interpret an SLA and report performance against its targets
K4CO5
Resolve a set of tickets in a simulated service desk within SLA
K3Modules tap a module for its theory & lab
Hours shown are the recommended 3-day format — module time scales to the duration you pick.
01Service management foundations4 h
Theory
Service lifecycle, ITIL concepts, roles and responsibilities
Lab
Map a service to its lifecycle stages
Output
Service map
02Incident management4 h
Theory
Logging, categorisation, prioritisation, escalation
Lab
Categorise and prioritise a ticket queue
Output
Triaged queue
03Problem and change management4 h
Theory
Root-cause analysis, change control, the change advisory board
Lab
Run a root-cause analysis on a recurring issue
Output
Root-cause report
04Service levels4 h
Theory
SLAs, OLAs, metrics, reporting
Lab
Interpret an SLA and report against it
Output
SLA report
05Support tooling4 h
Theory
Ticketing systems, knowledge base, remote support
Lab
Work tickets in a ticketing tool
Output
Resolved ticket log
06Service desk simulation4 h
Theory
End-to-end ticket handling under service levels
Lab
Run a live simulated service desk
Output
Simulation performance record
Every participant receives
Certificate of completion Course material LMS access Interview question bank Mock interview & viva practice Optional nasscom NSQF assessment