Support Center Design and Management


Introduction to the requirements of support center design, planning, implementation and management. Focus on such issues as customer and system requirements, the review of the current support system constraints and the design, modification and implementation of new support systems. Students employ various modeling and measurement techniques to implement support services that can deliver the appropriate quality and level of service to the IT customer. Students also employ standard management practices to the support center environment as they apply to the acquisition and deployment of both technical and human resources. 3 Credits (3 Lecture) Prerequisite(s): CIT320 and CIT346. As needed.