1. [Home](https://trustgatecorporateskills.com) 2. [Courses](https://trustgatecorporateskills.com/courses) 3. [ICT-Information & Communication Technology](https://trustgatecorporateskills.com/courses/category/ict) 4. Enterprise IT Infrastructure,... ![Enterprise IT Infrastructure, Technical Support and IT Service Management Course](https://trustgatecorporateskills.com/storage/282/conversions/wx6pv3audXHJ8sWnI89hYqtrFPgjbgJQI2JCtBv3-md.webp) ICT-Information & Communication Technology Enterprise IT Infrastructure, Technical Support and IT Service Management Course ICT-Information & Communication Technology# 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... 5 Days Expert Instructors Certificate Included Online & In-Person ## Course Overview 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, incident management, problem management, change management and IT service performance. Participants learn to diagnose common technical problems, prioritize service requests, document resolutions and manage escalation procedures. The programme introduces IT service management principles, including service-level agreements, IT asset management, service continuity and continual improvement. The course emphasizes practical approaches to improving service reliability, reducing downtime, strengthening support accountability and enhancing the experience of employees who depend on ICT systems. **Share this course:** [Facebook](https://www.facebook.com/sharer/sharer.php?u=https%3A%2F%2Ftrustgatecorporateskills.com%2Fcourses%2Fenterprise-it-infrastructure-technical-support-and-it-service-management-course) [Twitter](https://x.com/intent/post?url=https%3A%2F%2Ftrustgatecorporateskills.com%2Fcourses%2Fenterprise-it-infrastructure-technical-support-and-it-service-management-course&text=Enterprise+IT+Infrastructure%2C+Technical+Support+and+IT+Service+Management+Course) [LinkedIn](https://www.linkedin.com/shareArticle?mini=true&url=https%3A%2F%2Ftrustgatecorporateskills.com%2Fcourses%2Fenterprise-it-infrastructure-technical-support-and-it-service-management-course&title=Enterprise+IT+Infrastructure%2C+Technical+Support+and+IT+Service+Management+Course) [WhatsApp](https://api.whatsapp.com/send?text=Enterprise+IT+Infrastructure%2C+Technical+Support+and+IT+Service+Management+Course%20https%3A%2F%2Ftrustgatecorporateskills.com%2Fcourses%2Fenterprise-it-infrastructure-technical-support-and-it-service-management-course) ## 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 ### Module 1: Enterprise IT Infrastructure Fundamentals 1. Enterprise ICT architecture and core infrastructure components. 2. Servers, endpoints, storage, networks and business applications. 3. Infrastructure dependencies, service availability and operational risks. 4. Infrastructure documentation, inventory and support responsibilities. ### Module 2: IT Hardware, Software and Endpoint Support 1. Computer hardware components, peripherals and diagnostic procedures. 2. Operating system installation, configuration and maintenance. 3. Software installation, licensing, compatibility and troubleshooting. 4. Endpoint security, patching and preventive maintenance. ### Module 3: IT Help Desk and Service Desk Operations 1. Help desk functions, service desk structures and support channels. 2. Ticket logging, categorization, prioritization and assignment. 3. User communication, service etiquette and expectation management. 4. Escalation procedures, knowledge bases and support documentation. ### Module 4: Incident and Service Request Management 1. Incident definitions, classifications and impact assessment. 2. Incident prioritization, response procedures and escalation. 3. Service request fulfilment, approvals and workflow management. 4. Incident closure, resolution records and post-incident review. ### Module 5: Problem Management and Root-Cause Analysis 1. Distinguishing incidents, problems and underlying causes. 2. Root-cause analysis techniques and structured diagnosis. 3. Known errors, workarounds and knowledge management. 4. Preventive actions and reduction of recurring incidents ### Module 6: IT Change and Configuration Management 1. Change requests, assessment, approval and authorization. 2. Change scheduling, testing, implementation and rollback planning. 3. Configuration records, baselines and dependency management. 4. Change documentation, audit trails and post-implementation review. ### Module 7: IT Asset and Service-Level Management 1. IT asset inventories, ownership and lifecycle management. 2. Hardware and software procurement records and licensing compliance. 3. Service-level agreements, operational-level agreements and service expectations. 4. Service metrics, response times, resolution times and performance reporting. ### Module 8: IT Security, Continuity and Operational Risk 1. Endpoint protection, access management and security awareness. 2. Data backup, recovery procedures and continuity planning. 3. Identifying infrastructure risks and implementing operational controls. 4. Security incident reporting, evidence preservation and escalation. ### Module 9: IT Service Management Frameworks and Improvement 1. ITIL principles and the service value system. 2. Continual improvement, service reviews and feedback mechanisms. 3. Knowledge management, standard operating procedures and service documentation. 4. Service performance dashboards, user satisfaction and improvement planning. ### Module 10: Integrated IT Service Delivery Project 1. Mapping an organization's IT support workflow and service responsibilities. 2. Designing an incident classification and escalation matrix. 3. Developing service-level indicators and an IT asset management register. 4. 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 Certificate of completion Training materials included Lunch and refreshments (physical) Post-training support ### 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. ##### Course Pricing (USD) **Where would you like the training?** Kenya Burundi Ethiopia Malawi Rwanda South Sudan Tanzania Uganda Zambia Zimbabwe Comoros Djibouti Eritrea Madagascar Mozambique Somalia Mauritius Seychelles Democratic Republic of the Congo Angola Cameroon Central African Republic Chad Congo (Brazzaville) Equatorial Guinea Gabon São Tomé and Príncipe Botswana Eswatini Lesotho Namibia South Africa Algeria Egypt Libya Morocco Sudan Tunisia Benin Burkina Faso Cabo Verde Côte d'Ivoire Gambia Ghana Guinea Guinea-Bissau Liberia Mali Mauritania Niger Nigeria Senegal Sierra Leone Togo Bahrain Iran Iraq Israel Jordan Kuwait Lebanon Oman Palestine Qatar Saudi Arabia Syria Turkey United Arab Emirates Yemen Albania Andorra Armenia Austria Azerbaijan Belarus Belgium Bosnia and Herzegovina Bulgaria Croatia Cyprus Czechia Denmark Estonia Finland France Georgia Germany Greece Hungary Iceland Ireland Italy Kazakhstan Kosovo Latvia Liechtenstein Lithuania Luxembourg Malta Moldova Monaco Montenegro Netherlands North Macedonia Norway Poland Portugal Romania Russia San Marino Serbia Slovakia Slovenia Spain Sweden Switzerland Ukraine United Kingdom Vatican City Afghanistan Bangladesh Bhutan Brunei Cambodia China India Indonesia Japan Kyrgyzstan Laos Malaysia Maldives Mongolia Myanmar Nepal North Korea Pakistan Philippines Singapore South Korea Sri Lanka Tajikistan Thailand Timor-Leste Turkmenistan Uzbekistan Vietnam Antigua and Barbuda Argentina Bahamas Barbados Belize Bolivia Brazil Canada Chile Colombia Costa Rica Cuba Dominica Dominican Republic Ecuador El Salvador Grenada Guatemala Guyana Haiti Honduras Jamaica Mexico Nicaragua Panama Paraguay Peru Saint Kitts and Nevis Saint Lucia Saint Vincent and the Grenadines Suriname Trinidad and Tobago United States Uruguay Venezuela Australia Fiji New Zealand Papua New Guinea In-person price varies by country. Online is the same worldwide. Physical In-Person $1,400 /person~ KSh 181,900 Online Virtual $600 /person~ KSh 78,000 [ Register Now ](#registerModal) Secure checkout. We accept: VISA Mastercard M-PESA Pesapal [ Download Outline ](https://trustgatecorporateskills.com/courses/enterprise-it-infrastructure-technical-support-and-it-service-management-course/download-outline) Request a Formal Quote ###### Upcoming Dates - **9-13 Nov 2026** Nairobi, Kenya · In person or online Register - **16-20 Nov 2026** Mombasa, Kenya · In person or online Register - **16-20 Nov 2026** Mombasa, Kenya · In person or online Register - **23-27 Nov 2026** Kigali, Rwanda / Nairobi, Kenya · In person Register - **30 Nov - 4 Dec 2026** Kigali, Rwanda · In person or online Register - **7-11 Dec 2026** Nairobi, Kenya · In person or online Register - **14-18 Dec 2026** Kampala, Uganda · In person or online Register - **4-8 Jan 2027** Mombasa, Kenya · In person or online Register - **11-15 Jan 2027** Mauritius · In person or online Register - **18-22 Jan 2027** Dubai, United Arab Emirates · In person or online Register - **25-29 Jan 2027** Lilongwe, Malawi / Dubai, United Arab Emirates · In person or online Register - **1-5 Feb 2027** London, United Kingdom · In person or online Register - **8-12 Feb 2027** Naivasha, Kenya / Nairobi, Kenya · In person or online Register - **15-19 Feb 2027** Johannesburg, South Africa · In person or online Register - **22-26 Feb 2027** Dar es Salaam, Tanzania / Arusha, Tanzania · In person or online Register - **1-5 Mar 2027** Accra, Ghana · In person or online Register - **8-12 Mar 2027** Naivasha, Kenya · In person Register - **15-19 Mar 2027** Nairobi, Kenya / Abuja, Nigeria · In person or online Register - **22-26 Mar 2027** Dubai, United Arab Emirates · In person or online Register - **29 Mar - 2 Apr 2027** Cape Town, South Africa · In person or online Register - **5-9 Apr 2027** Nairobi, Kenya · In person or online Register - **12-16 Apr 2027** Mombasa, Kenya · In person or online Register - **19-23 Apr 2027** Kigali, Rwanda · In person or online Register - **26-30 Apr 2027** Mombasa, Kenya / Nairobi, Kenya · In person or online Register Custom dates available on consultation Request Consultation/Training ###### Need Help? [ +254143575296 ](tel:+254143575296) [ Email Us ](mailto:learning@trustgatecorporateskills.co.ke) ## Related Courses [ ![Digital Transformation Strategies for Modern Organizations](https://trustgatecorporateskills.com/storage/52/conversions/zvaciIRTpofexXKXdwdSNFQv2rs8pApGayLve4iJ-sm.webp)###### Digital Transformation Strategies for Modern Organizations 5 Days View & Register ](https://trustgatecorporateskills.com/courses/digital-transformation-strategies-for-modern-organizations) [ ![Innovation, Digital Transformation and Emerging Technologies Course](https://trustgatecorporateskills.com/storage/161/YsSIZRg5FQQtsYgKNJzEv4KHJdHRlvoJDNrK9Doq.png)###### Innovation, Digital Transformation and Emerging Technologies Course 5 Days View & Register ](https://trustgatecorporateskills.com/courses/innovation-digital-transformation-and-emerging-technologies-course-programme) [ ![Cyber Security Management and Awareness for Organisations Course](https://trustgatecorporateskills.com/storage/266/conversions/Ig71nnsuylCyegVH83aWWeIUcQpmiz0mHNNr0hKc-sm.webp)###### Cyber Security Management and Awareness for Organisations Course 5 Days View & Register ](https://trustgatecorporateskills.com/courses/cyber-security-management-and-awareness-for-organisations) [ ![ICT Governance and IT Service Management (COBIT and ITIL) Course](https://trustgatecorporateskills.com/storage/267/conversions/R49kB3SaZ23uRQy7v7w6xTb6a5dh1n0gPOrY99Cv-sm.webp)###### ICT Governance and IT Service Management (COBIT and ITIL) Course 5 Days View & Register ](https://trustgatecorporateskills.com/courses/ict-governance-and-it-service-management-cobit-and-itil) ##### Course Registration - Enterprise IT Infrastructure, Technical Support and IT Service Management Course ×