Supporting End-User Computing (Revision 6)
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Area of Study: Applied Studies
(Business and Administrative Studies)
Prerequisite: None. Students are expected to have experience using Microsoft Office products before starting this course. Those wishing to upgrade their Office skills may take CMIS 245 instead. Business program students: This course does not meet the prerequisite requirement for CMIS 351; see CMIS245. Contact an advisor for assistance in determining prerequisite eligibility.
Centre: Faculty of Business
CMIS 311 has a Challenge for Credit option.
Note: You must have a version of Microsoft Office that contains all of the programs you will be using in this course: Word, PowerPoint, and Excel (Office 365, Office 2013 or older).
CMIS 311 is a three-credit, senior-level course that aims to introduce the key concepts and methods of end-user support, including client service skills, troubleshooting methods, planning for and managing support and training, product and service evaluation, needs analysis, and management of facilities.
Unit 1 – Skills for End-User Support
- Section 1 – Introduction to User Support
- Section 2 – Customer Service Skills
- Section 3 – Writing for End Users
- Section 4 - Troubleshooting Computer Problems
- Section 5 – Common Support Problems
Unit 2 – Managing End-User Support
- Section 1 – Help Desk Operation
- Section 2 – User Support Management
- Section 3 – Product Evaluation
- Section 4 – Analyzing User Needs
Unit 3 – Organizational Needs of End-User Computing
- Section 1 - Installing and Managing End-User Systems
- Section 2 – Training Users
- Section 3 – User Support Utilities
To receive credit for CMIS 311, you must complete all assignments and achieve an overall course grade of at least a “D” (50 percent). If it is necessary to improve your course mark, you may resubmit assignments for which you have received less than 50 percent. There are no examinations in this course. Weighting of each component is as follows:
|Assignment 1: Project 1||25%|
|Assignment 2: Project 2||25%|
|Assignment 3: Project 3||25%|
|Assignment 4: Portfolio||25%|
To learn more about assignments and examinations, please refer to Athabasca University's online Calendar.
Beisse, F. (2015). A guide to computer user support for help desk and support specialists (6th ed.). Boston: Course Technology, Cengage Learning. ISBN: 9781285852683
A print version of the eText can sometimes be purchased from the publisher through a direct-to-student link provided on the course website; you can also acquire the textbook on your own if you wish.
All other learning resources will be available online.
Special Course Features
This course and the learning activities within it have been designed specifically for use with a version of Microsoft Office that contains all of the programs you will be using in this course: Word, PowerPoint, and Excel (Office 365, Office 2013 or older).
As an AU student, you can purchase the software at a special student price. To download the software, go to: http://itss.athabascau.ca/students/docs/software.html
The Challenge for Credit process allows students to demonstrate that they have acquired a command of the general subject matter, knowledge, intellectual and/or other skills that would normally be found in a university level course.
Full information for the Challenge for Credit can be found in the Undergraduate Calendar.
The assignments are based on activities from the textbook, therefore you must acquire a copy of the textbook in order to complete the challenge requirements. The cost of the textbook is approximately $144 plus shipping costs. To confirm the cost or order the textbook, email email@example.com or phone 1-800-788-9041 ext 6366.
Undergraduate Challenge for Credit Course Registration Form
Athabasca University reserves the right to amend course outlines occasionally and without notice. Courses offered by other delivery methods may vary from their individualized-study counterparts.
Opened in Revision 6, March 6, 2015.
View previous syllabus
Updated May 10 2016 by Student & Academic Services