Master incident management, monitoring, SQL troubleshooting, and enterprise IT operations — the gateway to IT careers.
Application Support is the entry point for thousands of IT professionals in India working in IT service companies (TCS, Infosys, Wipro, Accenture, Cognizant). This course prepares you for L1/L2 support roles with practical knowledge of incident management, monitoring, and troubleshooting.
You'll learn ITIL framework fundamentals, how to raise and resolve tickets using tools like ServiceNow and JIRA, how to monitor applications with tools like Splunk, Dynatrace, and Grafana, and how to write SQL queries to investigate data issues.
The certification assessment covers ITIL processes, incident/change/problem management, SLA management, application monitoring, SQL for support, log analysis, escalation procedures, and ticketing best practices — plus a practical case study submission.
ITIL v4 framework, service lifecycle, service desk structure, and IT service management processes.
Incident classification, prioritization, escalation paths, root cause analysis (RCA), and problem management best practices.
Application health monitoring, log analysis with Splunk, alert thresholds, dashboards in Grafana, and APM tools (Dynatrace/New Relic).
Writing SELECT queries, filtering with WHERE, joins, aggregations, troubleshooting data issues using SQL in production environments.
SLA/SLO/SLI management, support metrics, ServiceNow ticketing workflow, JIRA usage, and end-to-end production support lifecycle.