MGI515 IT Service Quality Management (8)
Abstract
The subject covers the interpretation and application of the ISO/IEC 20000 standard and the Information Technology Infrastructure Library (ITIL), including how to develop the service management capability of an organisation and assess its readiness for certification within the ISO/IEC 20000 Certification Scheme. The subject will also help students prepare for a range of ITIL industry certifications and undertake an ISO/IEC 20000 readiness gap analysis. |
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+ Subject Availability Modes and Location
Session 3 | Online | 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 informationDuration | 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:
Graduate Certificate in Industry Computing
Master of Business Administration (Computing) - articulated set
Master of Management (information Technology) - articulated set |
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Learning OutcomesUpon successful completion of this subject, students should:
- be able to critically compare the roles and purpose of each of the five pillars of ITIL;
- be able to critically evaluate the function and purpose of ISO 20000 in a business context;
- be able to identify and analyse business challenges to implementing ITIL and ISO 20000;
- be able to design an ITIL and ISO 20000 implementation strategy for an organisation;
- be able to identify and theorise risks and predict likely consequences from ITIL and ISO 20000 processes; and
- be able to compare and contrast the role of frameworks, policies and compliance in an IT context.
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SyllabusThe subject will cover the following topics:
- The principles of Service Quality Management
- The ITIL set of practices
- Management and improvement of ITSM (IT Service Management Forum) 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 2017 CSU Handbook was accurate at the date of publication: 25 August 2017. The University reserves the right to vary the information at any time without notice.