Proactive Support Professional Syllabus

You have to think a little smarter, be proactive, not reactive.
-Frank Abagnale

2017

Instructors: J-D Strong and Allen Hancock

Grading:   Pass/Fail: 75% Passing Score

  1. Rationale:

    Proactive IT Professionals help customers resolve issues early, reducing downtime and data loss.

  2. Course Aims and Outcomes:  

    1. Aims:

      This course is designed to quantify the elements of a proactive support strategy. The elements of a proactive support strategy are tangible, billable, and add value to your service offering.

    2. Specific Learning Outcomes:

      By the end of this course, students will have a knowledge of proactive support strategy, the Proactive Support Professional methodology, disaster planning, and positioning your support offering with customers.

  3. Format and Procedures:

    The course consists of a 2 hour presentation with discussion, followed by a proctored online exam.

     

  4. Prerequisites:

    You should understand the basic concepts of providing IT services and support to users.

     

  5. Course Requirements:

    Attendance at a regional event is required.
    A laptop or tablet with WiFi capability.

    1. Grading Procedures:

      Exam Details
      Number of Questions: 50
      Passage: 75%
      Length of Test: 60 minutes
      Format: Electronic/online

  6. Academic Integrity

    1. Each student in this course is expected to hold Academic Integrity.  Any work submitted by a student in this course for academic credit will be the student’s own work.
    2. You are encouraged to study together and to discuss information and concepts covered in lecture with other students. You can give “consulting” help to or receive “consulting” help from such students. However, this permissible cooperation should never involve one student having possession of a copy of all or part of work done by someone else, in the form of an e-mail, an e-mail attachment file, flash drive, or a hard copy.
    3. Should copying occur, both the student who copied work from another student and the student who gave material to be copied will both automatically receive a zero for the assignment. Penalty for violation of this Code can also be extended to include failure of the course.
    4. During examinations, you must do your own work. Talking or discussion is not permitted during the examinations, nor may you compare papers, copy from others, or collaborate in any way. Any collaborative behavior during the examinations will result in failure of the exam, and may lead to failure of the course and disciplinary action.

  7. Accommodations for students with disabilities

    In compliance with policy and equal access laws, we are available to discuss appropriate academic accommodations that may be required for students with disabilities. Requests for academic accommodations are to be made before the course so arrangements can be made.

  8. Inclusivity Statement

    1. We understand that our members represent a rich variety of backgrounds and perspectives. The Proactive Support Professional program is committed to providing an atmosphere for learning that respects diversity. While working together to build this community we ask all members to:
      1. share their unique experiences, values and beliefs
      2. be open to the views of others
      3. honor the uniqueness of their colleagues
      4. appreciate the opportunity that we have to learn from each other in this community
      5. value each other’s opinions and communicate in a respectful manner
      6. keep confidential discussions that the community has of a personal (or professional) nature
      7. use this opportunity together to discuss ways in which we can create an inclusive environment in this course and across the community

  9. Tentative Course Schedule:

    (May change to accommodate guest presenters & student needs)

    1. 0:00 Introduction
    2. 0:05 Presentation
    3. 1:30 Break
    4. 1:45 Exam
    5. 2:45 Conclusion

  10. Additional Resources

    Additional resources and materials will be provided upon completion of the course and exam.