No offerings have been identified for this subject in 2016

ITE509 ITIL Toolsets (8)


This subject gives students an understanding of the processes involved in evaluating, selecting and implementing IT Service Management related toolsets.

+ Subject Availability Modes and Location

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.

Subject information

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

Assumed Knowledge

ITI500 and ITI597 and MGI511

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)

Learning Outcomes

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.


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 2016 CSU Handbook was accurate at the date of publication: 06 September 2016. The University reserves the right to vary the information at any time without notice.