ServiceDesk & Infrastructure Operations II

The ServiceDesk + Infrastructure Operations program is a six-week, hands-on training course that prepares freshers for entry-level roles supporting enterprise IT environments. The program takes learners from zero background in IT operations to job-ready competence in incident management, infrastructure troubleshooting, and operational automation.
Enterprise IT runs on a layered stack: end-user devices, networks, servers, storage, virtualization, databases, middleware, and cloud, all governed by service management processes and monitored around the clock. Engineers who support that stack need to know how each layer works, how the layers depend on each other, and how to move a ticket from creation to resolution without breaking anything along the way. This program builds that knowledge in the order a working engineer actually needs it.

Week 1 grounds learners in IT infrastructure foundations, the ITIL service lifecycle, and ServiceNow as the ticketing platform that drives daily work. Week 2 covers operating system fundamentals, end-user device and application support, and networking from the OSI model through routing and segmentation. Week 3 moves into server administration on both Windows and Linux, including Active Directory, group policies, user management, and service troubleshooting. Week 4 covers virtualization with VMware, enterprise storage including SAN, NAS, and RAID, backup and disaster recovery, and monitoring and observability. Week 5 introduces Python for infrastructure scripting, database fundamentals with SQL, and middleware concepts. Week 6 closes the program with cloud infrastructure on AWS and Azure, PowerShell automation, AI-assisted operations tooling, and a capstone enterprise incident simulation.

Each day delivers seven hours of technical instruction: lecture, demonstration, and hands-on lab work. Learners read articles, complete daily assignments, and take weekly quizzes. The capstone in Week 6 requires learners to investigate and resolve a simulated enterprise incident end-to-end, creating the ticket in ServiceNow, analyzing logs and alerts, troubleshooting across OS, network, and server layers, implementing a fix, and automating a basic system check with PowerShell.

By the end of the program, learners can take an incoming ticket, diagnose the issue across the infrastructure stack, resolve or escalate it correctly, document the work, and write small scripts that remove repetitive load from the team. They are ready to step into an L1 Service Desk or junior Infrastructure Operations role and contribute from week one.