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ITE519 IT Service Management (8)

Abstract

This subject will provide students with the skills required to analyse the IT service needs of a business, and to integrate processes from the Information Technology Infrastructure Library (ITIL)  into the IT services model of the business.  During this subject students will be introduced to a range of IT Service Management Tools and examine how service automation can assist with expediting service management processes.

+ Subject Availability Modes and Location

Session 1
DistanceWagga Wagga Campus
Session 2
DistanceWagga Wagga Campus
Continuing students should consult the SAL for current offering details: ITE519
Where differences exist between the Handbook and the SAL, the SAL should be taken as containing the correct subject offering details.

Subject information

Duration Grading System School:
One sessionHD/FLSchool of Computing and Mathematics

Enrolment restrictions

Only available to students enrolled in: Graduate Certificate in Networking and Systems Administration
Master of Business Administration
Master of Networking and Systems Administration
Master of Project Management Not available to students who have completed ITI597 IT Infrastructure Library Foundation
Prerequisite(s)Incompatible subject(s)Related subject(s)
ITI500ITI597 ITI597 Covers substantially similar content

Learning Outcomes

Upon successful completion of this subject, students should:
  • be able to analyse a range of business environments and determine which change processes will be necessary to successfully implement IT Service Management;
  • be able to integrate the key processes involved in IT service management into the IT services model of a business;
  • be able to reflect on how the various processes can contribute to making an IT organisation manageable;
  • be able to identify and critically evaluate the bottlenecks in control processes and design improvement actions;
  • be able to design a multi-level Service Level Agreement;
  • be able to create a plan that demonstrates how service automation will assist with expediting service management processes.

Syllabus

The subject will cover the following topics:
  • Service strategy, design, transition and operation
  • Service Operation Functions
  • Continual service improvement
  • Tools and technology
  • Service offerings and agreements
  • Release, control and validation
  • Operational support and analysis
  • Planning, protection and optimization

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The information contained in the 2015 CSU Handbook was accurate at the date of publication: 01 October 2015. The University reserves the right to vary the information at any time without notice.