ITE509 ITIL Toolsets (8)
CSU Discipline Area: Unallocated to a CSU Discipline code (OTHER)Unallocated to a CSU Discipline code (OTHER)
Duration: One session
Abstract:
This subject gives students an understanding of the processes involved in evaluating, selecting and implementing IT Service Management related toolsets.
+ Subject Availability Modes and Locations
No offerings have been identified for this subject in 2013.Continuing students should consult the SAL for current offering details prior to contacting their course coordinator: ITE509
Where differences exist between the handbook and the SAL, the SAL should be taken as containing the correct subject offering details.
Assumed Knowledge:
Enrolment restrictions:
Only for students enrolled in the following courses:
- Master of Systems Development
- Master of Management (IT)
- Graduate Certificate in Systems Development
- Graduate Certificate in Management (IT)
Objectives:
Upon successful completion of this subject, students should:
be able to plan and perform business-and-IT aligned IT Service Management toolset selection;
be able to define the functional, technical, and operational success criteria for an IT Service Management toolset;
be able to select the optimal toolset using a set of success criteria, weighting factors, and scripted scenarios;
be able to identify the various challenges and issues that follow from the implementation of a toolset to a given scenario;
be able to identify and setup a set of functional, technical, and operational metrics allowing for measurement of a toolset’s performance and capability;
be able to perform a review on toolset implementation using measurements and customer feedback;
be able to align and integrate the toolset with a number of continuous improvement policies and processes.
Syllabus:
The subject will cover the following topics:
- Planning the selection of an ITSM toolset
- Defining the selection criteria for an ITSM toolset
- Selecting the optimal ITSM toolset
- Implementing the ITSM toolset of preference
- Monitoring the performance of the ITSM toolset
- Measuring and reporting on the performance of the ITSM toolset
- Evaluating the ITSM toolset
- Improving the ITSM toolset
The information contained in the 2013 CSU Handbook was accurate at the date of publication: 24 April 2013. The University reserves the right to vary the information at any time without notice.