MGI515 IT Service Quality Management (8)


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.

+ Subject Availability Modes and Location

Session 3
OnlineWagga 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.

Subject information

Duration Grading System School:
One sessionHD/FLSchool of Management and Marketing

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

Learning Outcomes

Upon 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.


The 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


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.