MGI515 IT Service Quality Management (8)
Abstract|
The subject covers the interpretation and application of the ISO/IEC 20000 standard, including how to develop the Service Management capability of an organisation and assess its readiness for certification within the ISO/IEC 20000 Certification Scheme. During the subject students will undertake an ISO/IEC 20000 readiness gap analysis and prepare a plan detailing how an organisation would achieve compliance. |
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+ Subject Availability Modes and Location
| Session 3 | | Distance | Wagga Wagga Campus |
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.
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Subject information| Duration | Grading System | School: |
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| One session | HD/FL | School of Management and Marketing |
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Enrolment restrictions
Only available to students enrolled in:
Master of Business Administration (Computing) – core subject
Master of Management (information Technology) |
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Learning OutcomesUpon successful completion of this subject, students should:
- be able to critically analyse and reflect on the relationship between ISO/IEC 20000, related standards and best practices;
- be able to critically evaluate issues regarding ISO/IEC 20000 applicability, eligibility and scoping;
- be able to undertake an ISO/IEC 20000 readiness gap analysis;
- be able to develop a ISO/IEC 20000 implementation plan;
- be able to write a process defining how an organisation could introduce a continual improvement program;
- be able to define and demonstrate what is required in pre-audits, formal certification and surveillance audits; and
- be able to prepare a plan detailing how an organisation would achieve compliance against an ISO/IEC 20000 certification audit using the regulations of the Certification Scheme.
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SyllabusThe subject will cover the following topics:
- The principles of Service Quality Management
- Management and improvement of ITSM processes
- Control of IT Services
- Alignment of IT and the business
- Delivery of IT services
- Support of IT services
- Introduction to ISO 20000
- The road to certification
- Certification issues
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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.
