Online Support Personnel eLearning Training

ITIL The Service Desk and Incident Management Organizations that provide IT services to internal or external customers need to provide excellent services to increase the quality of, and the profits for, the organization. The IT infrastructure library (ITIL) can help organizations achieve these goals. At the same time, ITIL can help organizations to increase external and internal customer satisfaction. The delivery and support of IT services  more...

ITIL Configuration and Release Management Organizations make substantial investments in their information technology infrastructures. That investment pays off only if the organization uses its information resources to increase productivity. Information technology planners and managers must understand how the components of the IT infrastructure interact if they want to eliminate waste and improve service to the users of the system. The  more...

ITIL Service Level and Capacity Management IT service can be a balancing act. For example, organizations must achieve and maintain a balance between the quality of IT service given and received in a manner that is both customer focused and cost effective. Simultaneously, organizations need to provide the required capacity for data processing and storage, at the right time and in a cost effective way. The delivery and support of IT services  more...

ITIL Problem and Change Management Every information technology (IT) system suffers unexpected problems and errors. These unexpected interruptions can be extremely costly in terms of lost productivity and lost customer satisfaction. The IT infrastructure library (ITIL) is the most widely accepted approach to IT service management (ITSM), and it can help organizations set up rigorous processes to identify, classify, and resolve  more...

ITIL Continuity and Availability Management American businesses have had to face many disasters since the onset of the new millennium. There have been fires, hurricanes, tornadoes, floods, large-scale power outages, terrorist attacks, and damaging computer viruses, just to name a few. As businesses become more dependent on IT services, disasters such as these can disable or even ruin companies in the blink of an eye. The delivery and  more...

ITIL Financial and Security Management IT organizations face numerous challenges every day. Two of the biggest challenges are to become and stay profitable and to protect their systems from unauthorized access. The IT infrastructure library (ITIL) is the most widely accepted approach to IT service management (ITSM), and it can help IT organizations set up rigorous processes to aid in their efforts to become and remain solvent and to  more...

Operating System Technologies Configuration To demonstrate the configuration of Windows operating system technologies Technical support personnel  more...

Operating System Technologies and the Networking Environment To describe the concepts and procedures required to access an existing physical network using a Windows operating system Technical support personnel  more...

Operating System Technologies Management and Troubleshooting To explain the concepts and procedures required to manage a Windows operating system and locate and resolve common operating system problems Technical support personnel  more...

Operating System Technologies Concepts and Installation To describe the basic concepts relating to Windows operating system technologies and the installation and upgrade process Technical support personnel  more...

OS 390 Introduction This course is an introduction to the IBM OS/390 integrated network operational environment. OS/390 presents all the elements of the S/390 system in one integrated package. This course provides a brief background to mainframe systems, and describes the basic functional areas of the OS/390 environment. The course describes the evolution of OS/390 from IBM's original MVS system and provides a  more...

OS 390 MVS Concepts and Facilities This course introduces the IBM Multiple Virtual Storage environment. It explains concepts and facilities, and its role within the S/390 system. The course covers MVS functions and system programs, data storage management, and application development.The course explains the role of MVS and identifies the data processing resources affected by the MVS operating system. The first topic presents a  more...

JES2 System Control I This course covers the JES2 and MVS commands for controlling batch jobs, started tasks, and time-sharing users. Manipulating jobs in the queues and controlling JES2 initiators are also described. The course describes JES2 initiators, the commands used to control them, and how JES2 initiators select work from the execution queues. Also discussed are commands to change the class or priority of jobs  more...

JES2 System Control II This course covers the JES2 and MVS commands for controlling batch jobs, started tasks, and time-sharing users. Manipulating jobs in the queues and controlling JES2 initiators are also described. The course describes JES2 initiators, the commands used to control them, and how JES2 initiators select work from the execution queues. Also discussed are commands to change the class or priority of jobs  more...

Networking Basics This course teaches the student basic networking concepts and skills. It also provides an understanding of data communication standards. Further, it helps the student understand networking terminology and technologies. It also provides an overview of how data is transferred in a real-world network environment. This course is designed for technical managers, help desk/support personnel and  more...

LAN Fundamentals This course provides students with an introduction to the concepts, components, and various architectures of LAN technologies. It also helps the student understand the fundamentals of network management and LAN security. This course is designed for technical managers, help desk/support personnel and professionals who require an understanding of data communications and networking.  more...

WAN Fundamentals This course explains the emerging WAN internetworking technologies. It also covers the basics of data communication, digital data services. This course is designed for technical managers, help desk/support personnel and professionals who require an understanding of WAN, MAN, internetworking, digital data services, and advanced data communications.  more...

SNMP MIBs and RMON To identify the methods by which data is collected and distributed for network management and the form that those messages take Network managers, administrators, and technical support personnel who require an insight into the protocols most widely used in network management  more...

IPv6 To intoduce IPv6, explain its features, and discuss how it can be implemented Technical support personnel, system engineers, network administrators, network managers, integration specialists  more...

Microsoft Office 2000 - Deployment and Administration To introduce some of the tools and techniques available for installing, deploying, and maintaining Microsoft Office 2000 System administrators, system integrators, training managers, and IT support personnel  more...

Creating Queries Forms with Access 2002 The Creating Queries and Forms with Access 2002 WBT is the second course of the Office XP: Access 2002 curriculum, which familiarizes users with the advanced features of Access 2002 that they can use while retrieving and presenting data stored in an Access database. These features include formulating simple and advanced SQL queries, and creating and designing forms. Additionally, this course  more...

Creating Reports Charts Macros with Access 2002 The Creating Reports, Charts, & Macros with Access 2002 WBT is the third course of the Office XP: Access 2002 curriculum. This course familiarizes users with report and chart creation in Access 2002. The course also details the process of modifying the existing report and chart designs, and creating various types of handouts for them. Additionally, the course guides the users to use Access as a  more...