4.1 – Documentation and Support Systems
Ticketing Systems
Most IT professionals rely on ticketing systems to assist with problem resolution. In this video, you’ll learn about the advantages of ticking systems and see a demonstration of a ticketing system in use.
Asset Management
Keeping track of a company’s technology assets can be a challenging task. In this video, you’ll learn about asset management, configuration management databases (CMDBs), and the procurement life cycle.
Document Types
Managing an IT infrastructure requires the use of many documentation types. In this video, you’ll learn about incident reports, standard operating procedures, on- and off-boarding, service level agreements, and more.
4.2 – Change Management
Change Management
Technology is constantly changing, and organizations need a strategy to manage these changes. In this video, you’ll learn about change management, change boards and approvals, and the process for implementing changes into a highly technical infrastructure.
4.3 – Backup and Recovery
Managing Backups
A backup of critical data can avert an actual disaster. In this video, you’ll learn about full, differential, incremental, and synthetic backup types, along with GFS and 3-2-1 backup strategies.
4.4 – Safety
Managing Electrostatic Discharge
Static electricity discharge can instantly destroy an electronic component. In this video, you’ll learn how to use anti-static tools and techniques to minimize this risk.
Safety Procedures
Technology is a very safe field, but there are some important safety procedures to consider. In this video, you’ll learn about electrical grounding, cable management, fire safety, governmental regulations, and more.
4.5 – Environmental Impacts
Environmental Impacts
Information technology includes a number of important environmental considerations. In this video, you’ll learn about material safety data sheets (MSDS) and the best practices for disposing of toxic waste, batteries, used toner cartridges, and more.
4.6 – Privacy and Policies
Incident Response
Security incidents are a normal part of the business day. In this video, you’ll learn best practices for responding to an incident, including chain of custody, drive copies, documentation, order of volatility, and more.
Privacy, Licensing, and Policies
Privacy and licensing requirements are constant concerns in IT. In this video, you’ll learn about end user license agreements (EULAs), software licensing options, privacy agreements, and more.
4.7 – Communication and Professionalism
Professionalism
Maintaining a professional work environment is an important part of any workplace. In this video, you’ll learn about the importance of your appearance, arriving on time, avoiding delays, and more.
Communication
Proper communication is one of most useful skills in any workplace. In this video, you’ll learn best practices for avoiding jargon, maintaining a positive attitude, setting expectations, and more.
4.8 – Scripting
Scripting Languages
Automation and scripting is a foundational skill in IT. In this video, you’ll learn about batch files, PowerShell, shell scripts, JavaScript, Python, and more.
Scripting Use Cases
Scripting is often used to save time and automate processes. In this video, you’ll learn how scripting can be used to automate processes, restart systems, reimage computers, automate backups, and more.
4.9 – Remote Access
Remote Access
Remotely accessing other devices is a common process when troubleshooting and resolving problems. In this video, you’ll learn about remote desktop protocols, VPN connectivity, Remote Monitoring and Management (RMM), and more.
4.10 – Artificial Intelligence
Managing AI
Artificial intelligence (AI) has become a popular IT service offering. In this video, you’ll learn about AI integrations, appropriate and inappropriate uses of AI, challenges with AI bias and hallucinations, and comparisons between public and private AI implementations.