Enterprise IT Infrastructure, Technical Support and IT Service Management Course
The Enterprise IT Infrastructure, Technical Support and IT Service Management Course is a 5-day professional training programme delivered in-person or online in ICT-Information & Communication Technology, ending with a TrustGate Corporate Skills certificate of completion.
This programme develops the technical and operational competencies required to manage enterprise IT infrastructure and deliver reliable technical support services. It covers hardware and software support, endpoint management, infrastructure maintenance, help desk operations, i...
Course Overview
Learning Objectives
- Explain the main components of enterprise IT infrastructure.
- Diagnose common hardware, software and connectivity problems.
- Establish effective help desk and service desk procedures.
- Apply incident, problem, request and change management principles.
- Manage IT assets and maintain support documentation.
- Monitor service-level agreements and IT service performance.
- Develop practical IT service improvement plans.
Course Content
- Enterprise ICT architecture and core infrastructure components.
- Servers, endpoints, storage, networks and business applications.
- Infrastructure dependencies, service availability and operational risks.
- Infrastructure documentation, inventory and support responsibilities.
- Computer hardware components, peripherals and diagnostic procedures.
- Operating system installation, configuration and maintenance.
- Software installation, licensing, compatibility and troubleshooting.
- Endpoint security, patching and preventive maintenance.
- Help desk functions, service desk structures and support channels.
- Ticket logging, categorization, prioritization and assignment.
- User communication, service etiquette and expectation management.
- Escalation procedures, knowledge bases and support documentation.
- Incident definitions, classifications and impact assessment.
- Incident prioritization, response procedures and escalation.
- Service request fulfilment, approvals and workflow management.
- Incident closure, resolution records and post-incident review.
- Distinguishing incidents, problems and underlying causes.
- Root-cause analysis techniques and structured diagnosis.
- Known errors, workarounds and knowledge management.
- Preventive actions and reduction of recurring incidents
- Change requests, assessment, approval and authorization.
- Change scheduling, testing, implementation and rollback planning.
- Configuration records, baselines and dependency management.
- Change documentation, audit trails and post-implementation review.
- IT asset inventories, ownership and lifecycle management.
- Hardware and software procurement records and licensing compliance.
- Service-level agreements, operational-level agreements and service expectations.
- Service metrics, response times, resolution times and performance reporting.
- Endpoint protection, access management and security awareness.
- Data backup, recovery procedures and continuity planning.
- Identifying infrastructure risks and implementing operational controls.
- Security incident reporting, evidence preservation and escalation.
- ITIL principles and the service value system.
- Continual improvement, service reviews and feedback mechanisms.
- Knowledge management, standard operating procedures and service documentation.
- Service performance dashboards, user satisfaction and improvement planning.
- Mapping an organization's IT support workflow and service responsibilities.
- Designing an incident classification and escalation matrix.
- Developing service-level indicators and an IT asset management register.
- Presenting a service improvement plan with measurable performance targets.
Who Should Attend?
- ICT officers and IT support technicians.
- Help desk and service desk personnel.
- IT operations and infrastructure teams.
- ICT managers and supervisors.
- IT asset management officers.
- Technical support coordinators.
- Professionals transitioning into IT service management.
- Staff responsible for ICT support in government agencies, educational institutions, banks, NGOs and private enterprises.
Training Methodology
- Facilitated classroom sessions.
- Hardware and software troubleshooting demonstrations.
- Help desk ticket-handling simulations.
- Incident prioritization and escalation exercises.
- IT service management case studies.
- Workshops on service-level agreements and performance indicators.
- Practical assessment using technical support scenarios.
Is this course for you?
Level: Advanced
Problems this course solves
- Slow technical support: Improves ticket handling, incident prioritization and escalation procedures.
- Recurring technical problems: Introduces structured problem management and root-cause analysis.
- Poor asset control and documentation: Strengthens IT inventory management, maintenance records and support documentation.
- Unreliable IT service delivery: Develops service-level monitoring, change control and continual improvement practices.
What's Included
Certification
Certificate in Enterprise IT Infrastructure, Technical Support and IT Service Management
Issued by: TRUSTGATE CORPORATE SKILLS
Frequently Asked Questions
How long is the Enterprise IT Infrastructure, Technical Support and IT Service Management Course training?
The Enterprise IT Infrastructure, Technical Support and IT Service Management Course runs for 5 Days. Each day combines expert-led teaching with practical, hands-on exercises so participants can apply what they learn immediately.
Is the Enterprise IT Infrastructure, Technical Support and IT Service Management Course delivered online or in-person?
This course is delivered in person (scheduled venues include Nairobi, Mombasa, Kigali, Kampala), live online, or in-house at your organisation.
How much does the Enterprise IT Infrastructure, Technical Support and IT Service Management Course cost?
The fee is US$600 per person online and US$1,400 per person in person. In-person fees depend on the participant's country; the pricing card on this page shows the fee for yours.
When is the next Enterprise IT Infrastructure, Technical Support and IT Service Management Course training?
The next scheduled session runs from 9 November 2026 to 13 November 2026 in Nairobi, Kenya. You can also request a custom date or an in-house session for your team.
Do I get a certificate after completing the Enterprise IT Infrastructure, Technical Support and IT Service Management Course?
Yes. Participants who complete the Enterprise IT Infrastructure, Technical Support and IT Service Management Course receive a certificate of completion from TRUSTGATE CORPORATE SKILLS.
What will I learn in the Enterprise IT Infrastructure, Technical Support and IT Service Management Course?
Key learning outcomes include: Explain the main components of enterprise IT infrastructure; Diagnose common hardware, software and connectivity problems; Establish effective help desk and service desk procedures; Apply incident, problem, request and change management principles; Manage IT assets and maintain support documentation.
