Prosjektledelse og IT-kompetanse

The course will cover general cloud computing concepts as well as general cloud computing models and services such as Public, Private and Hybrid cloud and Infrastructure-as-a-Service (IaaS), Platform-as-a-Service(PaaS) and Software-as-a-Service (SaaS). It will also cover some core Azure services and solutions, as well as key Azure pillar services concerning security, privacy, compliance and trust. It will finally cover pricing and support services available.   Agenda Module 1: Cloud Concepts -Learning Objectives-Why Cloud Services?-Infrastructure-as-a-Service (IaaS), Platform-as-a-Service (PaaS) and Software-as-a-Service (SaaS)-Public, Private, and Hybrid cloud models Module 2: Core Azure Services -Core Azure architectural components-Core Azure Services and Products-Azure Solutions-Azure management tools Module 3: Security, Privacy, Compliance and Trust -Securing network connectivity in Azure-Core Azure Identity services-Security tools and features-Azure governance methodologies-Monitoring and Reporting in Azure-Privacy, Compliance and Data Protection standards in Azure Module 4: Azure Pricing and Support -Azure subscriptions-Planning and managing costs-Support options available with Azure-Service lifecycle in Azure [-]

  An Azure IoT Developer is responsible for implementing and then maintaining the cloud and edge portions of an Azure IoT solution. In addition to configuring and maintaining devices by using Azure IoT services and other Microsoft tools, the IoT Developer also sets up the physical devices and is responsible for maintaining the devices throughout the life cycle. The IoT Developer implements designs for IoT solutions, including device topology, connectivity, debugging and security. For Edge device scenarios, the IoT Developer also deploys compute/containers and configures device networking, which could include various edge gateway implementations. The IoT Developer implements designs for solutions to manage data pipelines, including monitoring and data transformation as it relates to IoT. The IoT Developer works with data engineers and other stakeholders to ensure successful business integration. IoT Developers should have a good understanding of Azure services, including data storage options, data analysis, data processing, and the Azure IoT PaaS versus SaaS options. After completing this course, students will be able to: Create, configure, and manage an Azure IoT hub. Provision devices by using IoT Hub and DPS, including provisioning at scale. Establish secure 2-way communication between devices and IoT Hub. Implement message processing by using IoT Hub routing and Azure Stream Analytics. Configure the connection to Time Series Insights and support business integration requirements. Implement IoT Edge scenarios using marketplace modules and various edge gateway patterns. Implement IoT Edge scenarios that require developing and deploying custom modules and containers. Implement device management using device twins and direct methods. Implement solution monitoring, logging, and diagnostics testing. Recognize and address security concerns and implement Azure Security Center for IoT. Build an IoT Solution by using Azure IoT Central and recongize SaaS opportunities for IoT. Course prerequisites IoT Developers should have basic programming skills in at least one Azure-supported language, including C#, Node.js, C, Python, or Java. Software development experience is a prerequisite for this course, but no specific software language is required, and the experience does not need to be at a professional level. Data Processing Experience: General understanding of data storage and data processing is a recommended but not required.  Cloud Solution Awareness: Students should have a basic understanding of PaaS, SaaS, and IaaS implementations. Microsoft Azure Fundamentals (M-AZ-900T00/M-AZ900), or equivalent skills, is recommended.  This course helps to prepare for exam AZ-220.   Agenda Module 1: Introduction to IoT and Azure IoT Services -Business Opportunities for IoT-Introduction to IoT Solution Architecture-IoT Hardware and Cloud Services Module 2: Devices and Device Communication -IoT Hub and Devices-IoT Developer Tools-Device Configuration and Communication Module 3: Device Provisioning at Scale -Device Provisioning Service Terms and Concepts-Configure and Manage the Device Provisioning Service-Device Provisioning Tasks Module 4: Message Processing and Analytics -Messages and Message Processing-Data Storage Options-Azure Stream Analytics Module 5: Insights and Business Integration -Business Integration for IoT Solutions-Data Visualization with Time Series Insights-Data Visualization with Power BI Module 6: Azure IoT Edge Deployment Process -Introduction to Azure IoT Edge-Edge Deployment Process-Edge Gateway Devices Module 7: Azure IoT Edge Modules and Containers -Develop Custom Edge Modules-Offline and Local Storage Module 8: Device Management -Introduction to IoT Device Management-Manage IoT and IoT Edge Devices-Device Management at Scale Module 9: Solution Testing, Diagnostics, and Logging -Monitoring and Logging-Troubleshooting Module 10: Azure Security Center and IoT Security Considerations -Security Fundamentals for IoT Solutions-Introduction to Azure Security Center for IoT-Enhance Protection with Azure Security Center for IoT Agents Module 11: Build an IoT Solution with IoT Central -Introduction to IoT Central-Create and Manage Device Templates-Manage Devices in Azure IoT Central [-]

CEH: Certified Ethical Hacker v13 [-]

Recommend solutions to minimize costs Recommend a solution for Conditional Access, including multi-factor authentication Recommend a solution for a hybrid identity including Azure AD Connect and Azure AD Connect Recommend a solution for using Azure Policy Recommend a solution that includes KeyVault Recommend a solution that includes Azure AD Managed Identities Recommend a storage access solution Design and Azure Site Recovery solution Recommend a solution for autoscaling Recommend a solution for containers Recommend a solution for network security Recommend a solution for migrating applications and VMs Recommend a solution for migration of databases  Agenda Module 1: Design for Cost Optimization -Recommend Solutions for Cost Management-Recommended Viewpoints for Minimizing Costs Module 2: Design a Solution for Logging and Monitoring -Azure Monitoring Services-Azure Monitor Module 3: Design Authentication -Recommend a Solution for Multi-Factor Authentication-Recommend a Solution for Single-Sign On (SSO)-Five Steps for Securing Identity Infrastructure-Recommend a Solution for a Hybrid Identity-Recommend a Solution for B2B Integration Module 4: Design Authorization -Infrastructure Protection-Recommend a Hierarchical Structure for Management Groups, Subscriptions and Resource Groups Module 5: Design Governance -Recommend a Solution for using Azure Policy-Recommend a Solution for using Azure Blueprint Module 6: Design Security for Applications -Recommend a Solution using KeyVault-Recommend a Solution using Azure AD Managed Identities Module 7: Design a Solution for Databases Select an Appropriate Data Platform Based on RequirementsOverview of Azure Data StorageRecommend Database Service Tier SizingDynamically Scale Azure SQL Database and Azure SQL Managed InstancesRecommend a Solution for Encrypting Data at Rest, Transmission, and In Use Module 8: Design Data Integration -Recommend a Data Flow-Recommend a Solution for Data Integration Module 9: Select an Appropriate Storage Account -Understanding Storage Tiers-Recommend a Storage Access Solution-Recommend Storage Management Tools Module 10: Design a Solution for Backup and Recovery -Recommend a Recovery Solution for Hybrid and On-Premises Workloads-Design and Azure Site Recovery Solution-Recommend a Solution for Recovery in Different Regions-Recommend a Solution for Azure Backup Management-Design a Solution for Data Archiving and Retention Module 11: Design for High Availability -Recommend a Solution for Application and Workload Redundancy-Recommend a Solution for Autoscaling-Identify Resources that Require High Availability-Identify Storage Tpes for High Availability-Recommend a Solution for Geo-Redundancy of Workloads Module 12: Design a Compute Solution -Recommend a Solution for Compute Provisioning-Determine Appropriate Compute Technologies-Recommend a Solution for Containers-Recommend a Solution for Automating Compute Management Module 13: Design a Network Solution -Recommend a Solution for Network Addressing and Name Resolution-Recommend a Solution for Network Provisioning-Recommend a Solution for Network Security-Recommend a Solution for iInternete Connectivity and On-Premises Networks,-Recommend a Solution for Automating Network Management-Recommend a Solution for Load Balancing and Rraffic Routing Module 14: Design an Application Architecture -Recommend a Microservices Architecture-Recommend an Orchestration Solution for Deployment of Applications-Recommend a Solution for API Integration Module 15: Design Migrations -Assess and On-Premises Servers and Applications for Migration-Recommend a Solution for Migrating Applications and VMs-Recommend a Solution for Migration of Databases [-]

The students will also explore how to implement data security including authentication, authorization, data policies and standards. They will also define and implement data solution monitoring for both the data storage and data processing activities. Finally, they will manage and troubleshoot Azure data solutions which includes the optimization and disaster recovery of big data, batch processing and streaming data solutions. Agenda Module 1: Azure for the Data Engineer -Explain the evolving world of data-Survey the services in the Azure Data Platform-Identify the tasks that are performed by a Data Engineer-Describe the use cases for the cloud in a Case Study Module 2: Working with Data Storage. -Choose a data storage approach in Azure-Create an Azure Storage Account-Explain Azure Data Lake storage-Upload data into Azure Data Lake Module 3: Enabling Team Based Data Science with Azure Databricks. -Explain Azure Databricks and Machine Learning Platforms-Describe the Team Data Science Process-Provision Azure Databricks and workspaces-Perform data preparation tasks Module 4: Building Globally Distributed Databases with Cosmos DB. -Create an Azure Cosmos DB database built to scale-Insert and query data in your Azure Cosmos DB database-Provision a .NET Core app for Cosmos DB in Visual Studio Code-Distribute your data globally with Azure Cosmos DB Module 5: Working with Relational Data Stores in the Cloud. -SQL Database and SQL Data Warehouse-Provision an Azure SQL database to store data-Provision and load data into Azure SQL Data Warehouse Module 6: Performing Real-Time Analytics with Stream Analytics. Module 7: Orchestrating Data Movement with Azure Data Factory. -Explain how Azure Data Factory works-Create Linked Services and datasets-Create pipelines and activities-Azure Data Factory pipeline execution and triggers Module 8: Securing Azure Data Platforms. -Configuring Network Security-Configuring Authentication-Configuring Authorization-Auditing Security Module 9: Monitoring and Troubleshooting Data Storage and Processing. -Data Engineering troubleshooting approach-Azure Monitoring Capabilities-Troubleshoot common data issues-Troubleshoot common data processing issues Module 10: Integrating and Optimizing Data Platforms. -Integrating data platforms-Optimizing data stores-Optimize streaming data-Manage disaster recovery [-]

Kursinnhold• Hardwarekomponenter og arkitektur• Operativsystemer  • Kommunikasjon og nettverk• Nettverkstjenester• Trådløs og mobil databehandling• Nettverksadministrasjon• Service og support   UndervisningsformKlasseromsundervisning med prosjektor hvor deltakerne får tildelt PC med nødvendig programvare installert. Praktisk trening med øvingsoppgaver for å aktivisere kunnskapen.   InstruktørerVi har erfarne instruktørene med høy kompetanse, lang erfaring og dyktige pedagogiske evner.   MålsetningModul Operate omhandler nettverk og relaterte kommunikasjonstjenester innen en IT- infrastruktur, samt vedlikehold og brukerproblemstillinger i forhold til tjenestetilbudet. Modulen krever at kandidaten skal kjenne til hardware komponenter, dataarkitekturer og forskjellige operativsystemer. Kandidaten skal også skille mellom ulike nivåer av kommunikasjonsprotokoller, og deres bruk i både kablede og trådløse nettverksteknologier. Dessuten skal kandidaten forstå Simple Network Management Protocol (SNMP), e-post og webtjenester, og de tilhørende sikkerhetstrusler og mottiltak. Kandidaten skal forstå betydningen av en klient-orientert tilnærming til IT-støtte, og kunne benytte noen av de grunnleggende prinsipper for IT-support.. [-]

Agenda Module 1: Implement VMs for Windows and Linux -Select Virtual Machine Size-Configure High Availability-Implement Azure Dedicated Hosts-Deploy and Configure Scale Sets-Configure Azure Disk Encryption Module 2: Automate Deployment and Configuration of Resources -Azure Resource Manager Templates-Save a Template for a VM-Evaluate Location of New Resources-Configure a Virtual Hard Disk Template-Deploy from a Template-Create and Execute an Automation Runbook Module 3: Implement Virtual Networking -Virtual Network Peering-Implement VNet Peering Module 4: Implement Load Balancing and Network Security -Implement Azure Load Balancer-Implement an Application Gateway-Understand Web Application Firewall-Implement Azure Firewall-Implement Azure Front Door-Implementing Azure Traffice Manager-Implement Network Security Groups and Application Security Grou-Implement Azure Bastion Module 5: Implement Storage Accounts -Storage Accounts-Blob Storage-Storage Security-Managing Storage-Accessing Blobs and Queues using AAD-Configure Azure Storage Firewalls and Virtual Networks Module 6: Implement Azure Active Directory -Overview of Azure Active Directory-Users and Groups-Domains and Custom Domains-Azure AD Identity Protection-Implement Conditional Access-Configure Fraud Alerts for MFA-Implement Bypass Options-Configure Trusted IPs-Configure Guest Users in Azure AD-Manage Multiple Directori Module 7: Implement and Manage Azure Governance -Create Management Groups, Subscriptions, and Resource Groups-Overview of Role-Based Access Control (RBAC)-Role-Based Access Control (RBAC) Roles-Azure AD Access Reviews-Implement and Configure an Azure Policy-Azure Blueprints Module 8: Implement and Manage Hybrid Identities -Install and Configure Azure AD Connect-Configure Password Sync and Password Writeback-Configure Azure AD Connect Health Module 9: Manage Workloads in Azure -Migrate Workloads using Azure Migrate-VMware - Agentless Migration-VMware - Agent-Based Migration-Implement Azure Backup-Azure to Azure Site Recovery-Implement Azure Update Management Module 10: Implement Cloud Infrastructure Monitoring -Azure Infrastructure Security Monitoring-Azure Monitor-Azure Workbooks-Azure Alerts-Log Analytics-Network Watcher-Azure Service Health-Monitor Azure Costs-Azure Application Insights-Unified Monitoring in Azure Module 11: Manage Security for Applications -Azure Key Vault-Azure Managed Identity Module 12: Implement an Application Infrastructure -Create and Configure Azure App Service-Create an App Service Web App for Containers-Create and Configure an App Service Plan-Configure Networking for an App Service-Create and Manage Deployment Slots-Implement Logic Apps-Implement Azure Functions Module 13: Implement Container-Based Applications -Azure Container Instances-Configure Azure Kubernetes Service Module 14: Implement NoSQL Databases -Configure Storage Account Tables-Select Appropriate CosmosDB APIs Module 15: Implement Azure SQL Databases -Configure Azure SQL Database Settings-Implement Azure SQL Database Managed Instances-High-Availability and Azure SQL Database [-]

Inga Strümke gir deg en innføring i kunstig intelligens og maskinlæring som gjør det lettere å ta bedre beslutninger. Kunstig intelligens (AI) er mer i vinden enn noensinne, men visste du at det har eksistert som akademisk fagfelt siden 1950-tallet? I dette kurset får du en innføring i hva kunstig intelligens egentlig er for noe, hvordan det brukes i dag og hvordan du kan anvende det for å ta bedre beslutninger. Du lærer om maskinlæring og nevrale nettverk, og hvordan dyp læring brukes til komplekse problemer som språkforståelse og bildegjenkjenning. Du får innsikt i fallgruver, hvorfor de oppstår og hvordan de kan unngås, og ikke minst – hva du bør tenke på når din bedrift skal ta i bruk kunstig intelligens.  HVA VIL DU LÆRE: Kunstig intelligens Maskinlæring, dyp læring og nevrale nettverk Data Bildegjenkjenning og språkforståelse Proxyvariabler og korrelasjon i modeller Forklaringer: Hva og for hvem? Integrering i bedriften Leksjoner Introduksjon til kurset Innføring i kunstig intelligens og algoritmer Maskinlæring Data  Nevrale nettverk og dyp læring Bildegjenkjenning Språkmodeller Proxy-variabler og et eksempel fra forsikring Korrelasjon og kausalitet  Forklaring - hva og for hvem? Eksempler på bruk Helhetlig integrering  Oppsummering [-]

Studieår: 2013-2014   Gjennomføring: Høst Antall studiepoeng: 5.0 Forutsetninger: Erfaring fra et objektorientert programmeringsspråk, kjennskap til prosjektarbeid Innleveringer: Innleverte øvinger. Det blir gitt 10 øvinger, 8 må være godkjent for å kunne gå opp til eksamen. Personlig veileder: ja Vurderingsform: 4 timer skriftlig eksamen. Ansvarlig: Tore Berg Hansen Eksamensdato: 12.12.13         Læremål: Forventet læringsutbytte:Etter å ha gjennomført emnet Objektorientert systemutvikling skal studenten ha følgende samlete læringsutbytte: KUNNSKAPER:Kandidaten:- kan definere, gjenkjenne og forklare de grunnleggende konsepter for utvikling av store programvaresystemer basert på det objektorienterte paradigme- argumentere for betydningen av å følge en prosessmodell- argumentere for fordelene med smidige prosesser- argumentere for modellbasert utvikling- beskrive modellene som brukes i objektorientert systemutvikling og hvordan de henger sammen- forklare begrepene arkitektoniske stiler og designmønstre FERDIGHETER:Kandidaten:- kan demonstrere den systematiske gangen fra krav, via arkitektonisk og detaljert design, til ferdig kodet og implementert system GENERELL KOMPETANSE:Kandidaten:- er klar over at utvikling av store programvaresystemer er ingeniørarbeid- er seg bevisst at utvikling av komplekse programvaresystemer krever koordinert innsats av et velfungerende team som følger en definert, smidig prosess- er opptatt av tett kontakt med alle interessenter for å oppnå et godt resultat Innhold:Utviklingsprosesser. Modellering. UML. Verktøy. Objektorientert analyse Objektorientert design. Bruk av arkitektoniske stiler og design mønstre. Implementasjon og test.Les mer om faget her Påmeldingsfrist: 25.08.13 / 25.01.14         Dette faget går: Høst 2013    Fag Objektorientert systemutvikling 4980,-         Semesteravgift og eksamenskostnader kommer i tillegg.    [-]

Modern Service Oriented Architecture [-]

Blended Virtual Course The course is a hybrid of virtual training and self-study which will be a mixture of teaching using Microsoft Teams for short bursts at the beginning of the day, then setting work for the rest of the day and then coming back at the end of the day for another on-line session for any questions before setting homework in the form of practice exams for the evening. You do not have to install Microsoft Teams , you will receive a link and can access the course using the web browser.  Remote proctored examTake your exam from any location. Read about iSQI remote proctored exam here Requirements for the exam: The exam will be using Google Chrome and there is a plug-in that needs to be installed  You will need a laptop/PC with a camera and a microphone  A current ID with a picture  This 3-day course is aimed at anyone wishing to attain the ISTQB Advanced Test Automation Engineer qualification. This qualification builds upon the Foundation syllabus and provides essential skills for all those involved in test automation and who want to develop further their expertise in one or more specific areas. Bouvet sine kursdeltakeres testresultater vs ISTQB gjennomsnitt A Test Automation Engineer is one who has broad knowledge of testing in general, and an in-depth understanding in the special area of test automation. An in-depth understanding is defined as having sufficient knowledge of test automation theory and practice to be able to influence the direction that an organization and/or project takes when designing, developing and maintaining test automation solutions for functional tests. The modules offered at the Advanced Level Specialist cover a wide range of testing topics.   The course is highly practical addressing the following areas: Introduction and objectives for Test Automation This section provides an introduction to test automation explaining the objectives, advantages, disadvantages and limitations of test automation as well as technical success factors of a test automation project. Preparing for Test Automation Understanding the type of system is vital for determining the most appropriate automation solution and also how we can design systems and testing for more effective automation. This section also looks at how we can evaluate for the most appropriate tools. The generic Test Automation architecture A test automation engineer has the role of designing, developing, implementing, and maintaining test automation solutions. As each solution is developed, similar tasks need to be done, similar questions need to be answered, and similar issues need to be addressed and prioritized. These reoccurring concepts, steps, and approaches in automating testing become the basis of the generic test automation architecture, and this will be discussed in detail during this section Deployment risks and contingencies This section looks at the various risks associated with the deployment of test tools and how to avoid test automation failure. Test Automation reporting and metrics Providing information to stakeholders for them to make informed decisions about the quality of the software is a vital part of testing and this section looks at the various metrics that can be used to monitor test automation and what information should be supplied to the stakeholder and how it should be presented. Transitioning manual testing to an automated environment This section looks at the various criteria to apply to determine the suitability for automation and understanding the factors for transitioning from manual to automation testing Verifying the Test Automation solution To have justified confidence in the information we supply to the stakeholders regarding test automation we must have justified confidence in the test environment and test automation solution supporting the information Continuous improvement This section looks ahead and how we can improve the automation solution making it more effective and efficient The Exam The ISTQB Advanced Test Automation Engineer exam is a 1 hour 30 minute, 40 question multiple-choice exam totaling 75 points. The pass mark is 65% (49 out of 75). It is a pre-requisite that attendees hold the ISTQB Foundation Level certificate. [-]

AI-050: Develop Generative AI Solutions with Azure OpenAI Service [-]

Modern Application Architecture [-]

  Studieår: 2013-2014   Gjennomføring: Vår Antall studiepoeng: 5.0 Forutsetninger: Ingen Innleveringer: For å kunne gå opp til eksamen må 8 utvalgte øvingsoppgaver være godkjente. Det settes krav til at studenten har tilgang til en PC som kan brukes til praktiske maskinvare- og programvareendringer for å trene på feildiagnostisering og feilretting. Maskinen kan gjerne være en eldre og utdatert maskin, men den må virke. Personlig veileder: ja Vurderingsform: Skriftlig eksamen, individuell, 3 timer. Ansvarlig: Geir Ove Rosvold Eksamensdato: 20.12.13 / 23.05.14         Læremål: KUNNSKAPER:Kandidaten:- har innsikt i datamaskinens virkemåte både fra et teoretisk og praktisk ståsted- kjenner godt til de enkelte komponenter i datamaskinen og hvordan de virker sammen- kjenner til de grunnleggende matematikk- og informatikktema (tallsystemer, datarepresentasjon, lokalitet) som er relevante for emnets tekniske hovedtemaer FERDIGHETER:Kandidaten:- kan gjøre nytte av sine teoretiske kunnskaper inne emnets tema i relevant praktisk problemløsing- kan optimalisere, oppgradere og holde ved like en datamaskin, samt diagnostisere, feilsøke og reparere en datamaskin ved de vanligste feilsituasjoner GENERELL KOMPETANSE:Kandidaten:- har kompetanse til selvstendig både å formidle og å ta i bruk sine kunnskaper og ferdigheter innen emnets tema- kan i en praktisk driftssituasjon, forklare og gjøre bruk av sin kunnskap både innen hvert enkelt tema i faget og på tvers av temaene Innhold:Datamaskinarkitektur: De viktigste komponentene og deres virkemåte og oppbygging: CPU, buss, lagerteknologier (cache og ulike typer primær- og sekundærlager), kontrollere og io-utstyr, avbruddsmekanismen, DMA, brikkesett og moderne systemarkitektur, ulike maskinklasser. Prosessorarkitektur: Pipeline, superskalaritet, dynamisk utføring, mikrooperasjoner, kontrollenheten, hardkoding kontra mikroprogrammering, RISC og CISC. Teori-tema: Tallsystemer. Datarepresentasjon og -aritmetikk. Buss- og lagerhierarki. Cache og lokalitet. Høynivåspråk kontra assembly. Praktisk driftsarbeid: Kabinett, hovedkort, ulike prosessorer, buss, RAM, cache, BIOS. Lyd-, nettverks-og skjermkort. Sekundærminne (Harddisk, CD-ROM, DVD, tape og andre typer). Avbruddsmekanismen, I/O, DMA og busmastering. Å oppdage og rette feil. Boot-prosessen. Formatering, partisjonering.Les mer om faget her [-]

Kursinnhold• Hardwarekomponenter og arkitektur• Operativsystemer  • Kommunikasjon og nettverk• Nettverkstjenester• Trådløs og mobil databehandling• Nettverksadministrasjon• Service og support   UndervisningsformKlasseromsundervisning med prosjektor hvor deltakerne får tildelt PC med nødvendig programvare installert. Praktisk trening med øvingsoppgaver for å aktivisere kunnskapen.   InstruktørerVi har erfarne instruktørene med høy kompetanse, lang erfaring og dyktige pedagogiske evner.   MålsetningModul Operate omhandler nettverk og relaterte kommunikasjonstjenester innen en IT- infrastruktur, samt vedlikehold og brukerproblemstillinger i forhold til tjenestetilbudet. Modulen krever at kandidaten skal kjenne til hardware komponenter, dataarkitekturer og forskjellige operativsystemer. Kandidaten skal også skille mellom ulike nivåer av kommunikasjonsprotokoller, og deres bruk i både kablede og trådløse nettverksteknologier. Dessuten skal kandidaten forstå Simple Network Management Protocol (SNMP), e-post og webtjenester, og de tilhørende sikkerhetstrusler og mottiltak. Kandidaten skal forstå betydningen av en klient-orientert tilnærming til IT-støtte, og kunne benytte noen av de grunnleggende prinsipper for IT-support.. [-]