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ITI597 IT Infrastructure Library Foundation (8)

Abstract

This subject introduces the concepts of IT Service Management (ITSM) based on the IT Infrastructure Library (ITIL). It describes a set of processes involved in developing an IT framework and features the exciting and hands-on High Performance simulation that provides an interactive learning experience throughout the course. This results in a thorough grounding in the basic theory of ITSM, which can be used to participate in ITSM projects at any level.

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Continuing students should consult the SAL for current offering details prior to contacting their course coordinator: ITI597
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 sessionSY/USSchool of Computing and Mathematics

Enrolment restrictions

Available only to students in: Master of Database Design and Management or Master of Networking and System Administration or Master of Systems Development or Master of Information Systems Security or Master of Management (IT) - MMgtInfoTech or Graduate Certificate in Management (IT) - GradCertMgtInfoTech or Master of Business Administration (Computing)
Prerequisite(s)
ITI500

Learning Outcomes

Upon successful completion of this subject, students should:
- be able to describe the IT service delivery and IT service support processes;
- be able to identify fundamental processes involved in IT service management and how to integrate them into a business' IT services model;
- be able to explain how the various processes can contribute to making an IT organization manageable;
- be able to describe control processes and their application;
- be able to identify the bottlenecks in control processes and initiate improvement actions;
- be able to determine which change processes will be necessary to successfully implement ITIL;
- be able to recognize and understand the key concepts of ITIL and relate them to the relevant control process.

Syllabus

The subject will cover the following topics:
ITIL introduction Continuous improvement Front-office versus back-office Incident management The difference between incidents, problems and known errors Classification, prioritization and escalation Reactive and proactive problem management Configuration management Configuration management database Change management Approving and scheduling changes Release management Release and distribution process Release policies and types Definitive software library Service level and operational level agreements Customer Relationship Management Financial management Budgeting, accounting and charging Cost models and cost categorization Cost recovery Capacity database Resource and performance management Capacity planning Reliability and maintainability Resilience and serviceability IT service continuity management Risk analysis Planning for potential disasters Testing and executing continuity plans

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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.