COMP H2215 - Training and Support

Module Title:Training and Support
Credits: 10
NFQ Level:6
Module Delivered In No Programmes
Teaching & Learning Strategies: As well as traditional lectures students will undertake various laboratory exercises on training course design and technical support topics including preparing and making a sales presentation. They will be expected to participate in class discussions (including on-line discussions) on the materials covered therein.
Module Aim: To provide the student with: The ability to design a training course suited to the specific needs of a customer. Knowledge of Technical Support services and processes The ability to provide support services using a variety of differing technologies.
Learning Outcomes
On successful completion of this module the learner should be able to:
LO1 Understand how a skill is learned
LO2 Plan an appropriate training course for a customer including trainee assessment.
LO3 Use a presentation graphics tool and an authoring tool;
LO4 Decide upon the most suitable method of staffing and supplying technical support for any given organisation
LO5 Understand and use the hardware and software for the provision of support facilities.
Pre-requisite learning
Module Recommendations

This is prior learning (or a practical skill) that is recommended before enrolment in this module.

No recommendations listed
Incompatible Modules
These are modules which have learning outcomes that are too similar to the learning outcomes of this module.
No incompatible modules listed
Co-requisite Modules
No Co-requisite modules listed
This is prior learning (or a practical skill) that is mandatory before enrolment in this module is allowed.
No requirements listed

Module Content & Assessment

Indicative Content
Training Course Design
Training, Learning and Education; The need for training; The Training Cycle and the stages involved. Training Needs Analysis. 5 A systematic approach to designing a training course. Defining aims. Defining learning objectives. Planning a Training Course. 5 Delivering a course. Presentations: Preparation; Delivery; Managing the group; Feedback. Delivery aids. 10 2 Learning Theory. Necessary conditions for effective learning. 3 Training Methods; Active (participatory) learning methods. Distance learning (CD based packages and e-learning). 7 Technology Based Learning; Experience in using an authoring tool e.g. Authorware) for courseware development 8 Assessment of Trained Personnel; Choice of assessment method; Experience in using an automated testing tool. 5 Technical Support
Introduction : Tool, Technologies and Techniques
Support environments and Processes. Internal processes, External processes, Help Desk Structures 5 Staff Skills. Skills required by Help Desk agent, Help Desk manager. Problem Resolution. 4 Support Tools. Call management packages, telephony and knowledge management tools. Electronic display boards. 5 Support Services Evaluation. Quantitative and Qualitative measurements. 5 Problem Resolution Software. Call Management Software. Knowledge Management Processes. Problem Resolution Methodologies: Text Search, Decision Trees, etc 7 Asset Management, Performance Management, Knowledge Management Software Licence Compliance. Inventory Software. Software Distribution. Metrics. 5 Support Hardware / Computer Telephony Integration. PBX, The use of ACD and IVR, Skills Based Routing, TAPI, Voice Recognition, VOIP. Web Support. Web site design for support services.
Assessment Breakdown%
Continuous Assessment50.00%
End of Module Formal Examination50.00%
Continuous Assessment
Assessment Type Assessment Description Outcome addressed % of total Assessment Date
Other Practical and written assessment in training course design 1,2,3 25.00 n/a
Other Practical and written assessment in support 4,5 25.00 n/a
No Project
No Practical
End of Module Formal Examination
Assessment Type Assessment Description Outcome addressed % of total Assessment Date
Formal Exam No Description 1,2,3,4,5 50.00 End-of-Semester

ITCarlow reserves the right to alter the nature and timings of assessment


Module Workload

Workload: Full Time
Workload Type Frequency Average Weekly Learner Workload
Laboratory 30 Weeks per Stage 1.00
Lecture 30 Weeks per Stage 2.00
Estimated Learner Hours 30 Weeks per Stage 3.67
Total Hours 200.00