Skip to main content

IBM: IT Support Case Studies

This Capstone course provides a series of case studies for demonstrating skills to perform in a Technical Support role. It also includes a practice exam to help you prepare for the CompTIA IT Fundamentals (ITF+) Certification Exam.

IT Support Case Studies
6 weeks
6–8 hours per week
Progress at your own speed
Optional upgrade available

There is one session available:

After a course session ends, it will be archivedOpens in a new tab.
Starts Feb 23
Ends Jun 30

About this course

Skip About this course

In this Capstone, you will demonstrate your ability to perform in an Information Technology (IT) Support role by applying your new knowledge to real-world situations. You will practice analyzing user help requests and troubleshooting various issues that a Tech Support role would encounter.

You’ll demonstrate your knowledge of hardware, software, networking, security, and cloud computing – all areas with which a tech support role interacts regularly. You'll also showcase your knowledge and understanding of escalation, levels of support, ticketing systems, and other support tools and systems, as well as communication and customer service skills for delivering technical support.

This course also includes a final exam that contains questions on the topics and style found in the CompTIA IT Fundamentals (IFT+) Certification Exam. It serves as this program’s final exam, helps you practice for the Certification, and measures your preparedness. By the end of the Capstone course, you’ll be equipped with the technical support skills that are found in everyday professional settings.

Before taking this course, it is highly recommended that you first complete all the previous courses in the IBM IT Support Professional Certificate.

At a glance

  • Institution: IBM
  • Subject: Computer Science
  • Level: Intermediate
  • Prerequisites:

    Complete all of the courses within the Information Technology (IT) Support Professional Certificate

  • Language: English
  • Video Transcript: English
  • Associated programs:
  • Associated skills:Cloud Computing, Technical Support, CompTIA IT Fundamentals, Information Technology, Customer Service, Communications, Troubleshooting (Problem Solving)

What you'll learn

Skip What you'll learn
  • Articulate processes and information related to IT fundamentals in the context of providing technical support.
  • Demonstrate systematic and effective troubleshooting and problem-solving skills.
  • Apply customer service skills and a customer support mindset, including conflict mitigation and de-escalation skills.
  • Practice for the CompTIA IT Fundamentals Certification by completing the final exam.

Module 1: Hardware and Operating Systems

  • Case Study: Computer Peripherals and Connectivity
  • Case Study: Computer Display Device Installation
  • Case Study: Computer Performance and OS Fundamentals
  • Identifying System Information for Windows and MacOS Devices

Module 2: Software, Programming and Databases

  • Case Study: Browser Versions, Installs, and Updates
  • Case Study: Updating Desktop Software
  • Case Study: Browser Security Settings and Client-side Scripting
  • Case Study: Database Roles and Permissions
  • Graded Case Study: System Sofware, Versions, and Application Software Capability

Module 3: Networking and Storage

  • Case Study: Corporate User Needs Access to a Network Drive
  • Case Study: Network Protocols, Firewalls, andProxy Servers
  • Case Study: Hosted Storage and Sharing
  • Graded Case Study: Configure, Test, and Troubleshoot a SOHO

Module 4: Cybersecurity

  • Case Study: Intellectual Property and DRM
  • Case Study: Security and information Privacy
  • Case Study: Countering Security Threats and Hardening Devices
  • Case Study: Password Management Techniques
  • Graded Case Study: Public Browsing Safety

Module 5: Cloud Computing

  • Case Study: Virtual and Bare-Metal Servers
  • Case Study: Cloud Networking Using VPCs
  • Case Study: Identity and Access Management (IAM)
  • Case Study: Cloud Storage and Databases
  • Graded Case Study: Cloud Service and Deployment Models

Module 6: Final Exam and Practice for CompTIA ITF+ Certification

Who can take this course?

Unfortunately, learners residing in one or more of the following countries or regions will not be able to register for this course: Iran, Cuba and the Crimea region of Ukraine. While edX has sought licenses from the U.S. Office of Foreign Assets Control (OFAC) to offer our courses to learners in these countries and regions, the licenses we have received are not broad enough to allow us to offer this course in all locations. edX truly regrets that U.S. sanctions prevent us from offering all of our courses to everyone, no matter where they live.

This course is part ofInformation Technology (IT) Support PC Professional Certificate Program

Learn more 
Expert instruction
7 skill-building courses
Progress at your own speed
8 months
6 - 8 hours per week

Interested in this course for your business or team?

Train your employees in the most in-demand topics, with edX For Business.