To register

Complete Form P.47 (iSeek Forms) and send it to IT Learning Programmes, DC2-627 or fax (212) 963-1456

Please Note: If you are interested on attending the course, you can send the form even if the class is not yet scheduled in the calendar. You will be invited once a class is scheduled. It is valid for 6 months from the date submitted.

For more information

Call extension 3-0770 or e-mail

Windows XP Support and Troubleshooting

Four days

Target audience

Departmental technical focal points and their assistants who serve as the first line of user support and need to escalate support requests to OICT Help Desk services


Windows XP, MS Office applications, and Internet Explorer. Basic understanding of core operating system technologies, including installation and configuration; hardware component and their functions; major desktop components and interfaces; basic experience of command-line utilities; and basic understanding of technologies that are available for establishing Internet connectivity. Participants must also know how to create a shortcut on their desktop; be aware of the network logon process and be familiar with control panel applet features. Any knowledge of TCP/IP protocol is helpful but not mandatory.

Topics covered

  • Introduction to the Desktop Support Tech Role & Environment
  • Resolving User Account and Logon Issues
  • Resolving System Configuration and Security Issues
  • Resolving Network Connectivity Issues
  • Resolving Hardware Issues
  • Resolving File and Folder Issues
  • Resolving Printer Issues
  • Resolving Startup Issues
  • UN User Manager (UUM)
  • Introduction to Supporting Users Running Applications on Windows XP
  • Troubleshooting Desktop Application Support Issues



ITIL Foundations

Participants will learn the principles and core elements of the service lifecycle approach to IT Service Management according to ITIL 2011 Edition. An interactive approach is used combining lecture, discussion and case study experience to prepare participants for the ITIL 2011 Edition certification exam as well as providing valuable practical knowledge that can be rapidly applied in the workplace. Quint Wellington Redwood’s integrated case study deepens the participant’s appreciation of how ITIL best practices can be applied in order to improve IT performance.

This course covers the latest version of core ITIL best practices presented from a lifecycle perspective. The course introduces the principles and core elements of IT service management (ITSM) based on ITIL 2011 Edition

3 Days

Target Audience:
IT Professionals, IT Support Staff, Application, Project and Business Managers, Any member of an IT team involved in the delivery of IT Services.


At the end of this course, you will be able to:

  • Identify the principles and concepts of IT Service Management based on ITIL 2011 Edition.
  • Identify the best practices of implementing ITIL 2011 Edition in an organization.
  • Define the terminology used in ITIL 2011 Edition
  • Identify the concepts and definitions used in the Service Lifecycle.
  • Define Service Strategy concepts
  • Define Service Design concepts
  • Define Service Operations concepts
  • Define Service Transition concepts
  • Define Continual Service Improvement concepts
  • Define the roles, processes, and components within key areas of IT Service Management based on ITIL 2011 Edition
  • Prepare the student to take the ITIL 2011 Edition Certification exam

Topics Covered

Lesson 1:
Introduction to key ITIL concepts
IT as a Service
Introduction to processes and process management
The Service Lifecycle approach

Lesson 2:
Service Strategy 
Purpose, goal, objectives & Scope
Value Creation through Services
Assets – Resources and Capabilities
Service Strategy – Main activities
Service Strategy processes
Service Portfolio management
Demand management
Financial management
Lesson 3:
Service Design
Purpose, goal, objectives & Scope
Service Design processes
The 4 P’s
Service Design aspects
Service Catalog Management
Service Level Management
Capacity Management
Availability Management
IT Service Continuity Management
Service Portfolio
Information Security Management
Supplier management
Lesson 4:
Service Transition 
Purpose, goal, objectives & Scope
Service Transition value to the business
Technology and architecture in Service Transition
Service Transition Processes
Change Management
The 7 R’s of Change Management
Service Asset and Configuration Management
Release and Deployment Management
Knowledge Management
Lesson 5:
Service Operation 
Purpose, goal, objectives & scope
Service Operation definitions
The Service Desk
Technical Management
Application Management
IT Operations Management
Service Operations Processes
Event Management
Request Fulfillment
Problem Management
Access Management

Lesson 6:
Continual Service Improvement
Purpose, goal, objectives & scope
Models and Processes
The Deming Cycle
Measurement and metrics
Continual Service Improvement activities
Risk management
Continual Service Improvement interfaces
Interface with Service Level Management
Lesson 7:
Exam Preparation
Sample Exams