Advance Diploma in ICT Systems Support

[ict_support123]

Hello. My name is Amit. I am learning a course Advance Diploma in ICT Systems Support. I am facing issues with studying this course as I don't have the relevant resources to learn from. I have the following topics to cover for exam
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Unit 501: Plan for the delivery of ICT support services and assist in the acquisition of ICT systems :

Determine customer requirements for ICT systems and support services
Evaluate available ICT systems and services against customer requirements
Prepare and present suitable options for the acquisition of ICT systems and support services
Develop plans to ensure that the ICT infrastructure delivers the required functionality, capacity and level of support

Unit 502: Customer Support Provision

provide technical support to customers
gather and evaluate feedback from customers regarding the improvement of the technical support provided
improve customer use of ICT by analysing trends
provide remote technical customer support
provide coaching in technical skills for customers

Unit 503: Install, configure and integrate networked hardware and software

Carry out risk assessment and ensure Health and Safety procedures are followed
Survey the user environment for installation of hardware equipment and systems
Install hardware equipment and systems
Install and configure systems software
Expand (by integration) ICT systems to allow additional facilities
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Can you please help me find some good books which cover these 3 main topics or any suitable website or resource I can study from. I have exam next month and I am not in a position to appear for it now but if you please help me that will be great.

Regards

[apoth0r]

I'm sure there is plenty of advice and information on the internet! i.e Google, Bing etc

Try looking there

[ict_support123]

thanks for your email
i was unable to find info related to this course
the book for level 3 ict system support hasnt been released yet
can you help

[apoth0r]

So the college/school you are attending / using for this course has not given you the appropriate materials for your course. That is a little odd, don't you think?

[ict_support123]

thanks for your help. cant explain much

[p858snake]

* 502 is just talking to customers mostly to see what they need/want and providing solutions using that as a basis
* 503 is mostly just following the workplace health and safety requirements, documenting their pre-exisitng systems and then planning new systems based on the information gathered about their preexisting systems and the information learnt in 502
There isn't much theory for that apart from product specifications and formulas (for example: what sized systems do i need to handle say 5000 exchange users), some of that is more the business said compared to the IT side.

[Phee]

hey me two am having the same problem can u help me witg the notes please.

[GREED]

Interesting thread as I am about to set my learners these assignments this week and next!

[AyatollahPies]

What a strange thread!

Are the training materials really this poor Mr Reed?

[GREED]

Well, unless I am missing something huge, there are no direct training materials for these, other than those created by the centres themselves. I work with apprentices who are taking these assignments who, for the best part have learnt the material on the job, along with support work from myself. I do know that colleges have taken this up as a guided learning scheme of work, but as mentioned in this case the college should supply you with the necessary material.

To all those above, how long have you got before the tests? Under centre and awarding body rules I cannot give much away, other than advice based on the topic descriptions.