LAPT
London Academy of Professional Training
Certificate
Level 2-3
Foundation
IT Industry
Certificate in IT Service Desk Operations
REF: IT-ISM-F
Who Is It For
This course is designed for early-career IT professionals, recent graduates, or those looking to transition into an IT service management role, who need a fundamental understanding and skills required for IT service desk operations.
Prerequisites
None
Awarding Body: LAPT — London Academy of Professional Training
Curriculum Overview
| # | Subject | Max Marks | Theory | Practical |
|---|---|---|---|---|
| 1 | Performance Measurement and Improvement — S6 | 75 | 50 | 15 |
| 2 | Problem Resolution and Incident Management — S5 | 75 | 50 | 15 |
| 3 | Technical Support Fundamentals — S4 | 75 | 50 | 15 |
| 4 | Customer Service Skills and Techniques — S3 | 75 | 50 | 15 |
| 5 | Service Desk Operations and Strategies — S2 | 100 | 70 | 20 |
| 6 | Introduction to IT Service Management — S1 | 100 | 70 | 20 |
| Total | 500 | |||
Assessment Breakdown
70%
Theory
20%
Practical
10%
Project
Passing Mark: 300 / 500 (60%)
Methods: Written Examination, Practical Assignment, Portfolio Assessment
How to Enrol
Website: verifications.lapt.org
Email: info@lapt.org
Phone: +44 7513 283044
Address: 85 Great Portland Street, W1W 7LT, United Kingdom
Hours: Monday – Friday, 9AM – 5PM