Advance your IT career with a hands-on, learner-focused course designed to prepare you for the Cisco CCST IT Support 100-140 certification. Through a series of courses, you’ll master the essential roles and responsibilities of an IT support technician, develop effective troubleshooting workflows, and learn to manage and document incidents with professional clarity. Gain practical experience working with hardware, software, networking, and mobile devices, while building critical skills in customer engagement, safety, and technical problem-solving—empowering you to confidently resolve issues and support modern business environments.
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This unit helped me clearly understand SLA and KPI and why they are important in IT support. I learned how service performance is measured and how customer satisfaction, resolution time, and documentation affect business value. The explanations were clear and practical, and now I understand these concepts much better.
Too good and valuable course.
This a very nice course
very useful
iui
Good luck with this one! instructor vibes his way through this one, if you like the coursera user interface it helps but it's easy to get lost in here as the official exam guide is followed very loosely and given 'funny' titles in the course so you never really know where you are which is ok because the instructor is usually rambling off topic. I think this guy is a CCIE or something and thought he could knock this one out of the park with no prep, sorry Jason you got found out.