MGI515 IT Service Quality Management (8)
CSU Discipline Area: Unallocated to a CSU Discipline code (OTHER)
Duration: One session
Abstract:
This is an industry based subject based on the Foundation Certificate in ISO/IEC 20000: the international IT Service Management standard that enables IT organisations (whether in-house, outsourced or external) to ensure that their IT service management processes are aligned both with the needs of the business and with international best practice.
+ Subject Availability Modes and Locations
| Session 3 | |
|---|---|
| Distance | Wagga Wagga |
Continuing students should consult the SAL for current offering details: MGI515
Where differences exist between the Handbook and the SAL, the SAL should be taken as containing the correct subject offering details.
Prerequisite(s):
Enrolment restrictions:
Available only to students in Master of Business Administration (Computing).
Objectives:
Upon successful completion of this subject, students should:
- be able to define the principles of service quality management;
- be able to detail the position of ISO/IEC 20000 in IT Service Management;
- be able to detail the quality specifications for IT Service Management;
- be able to detail the code of practice for IT Service Management;
- be able to analyse business needs and processes to ensure alignment with international best practice for IT service management.
Syllabus:
The subject will cover the following topics:
- Definitions and principles of service quality management.
- Quality.
- Service Control.
- IT Service Management.
- Processes.
- Continual improvement.
- The landscape of standards and frameworks.
- The concepts of certification practices.
- The quality specifications for Control of IT Services.
- Alignment of business and IT.
- The quality specifications for Delivery of IT Services.
- The quality specifications for Support of IT Services.
- The code of practice for IT Service Management.
- The best practices for Management and Improvement of ITSM Processes.
- The best practices for Control of IT Services.
- The best practices for Alignment of business and IT.
- The best Practices for Delivery of IT Services.
- Analysis.
- The best practices for Support of IT Services.
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.