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 Outlines
Current CSU students can view Subject Outlines for recent sessions. Please note that Subject Outlines and assessment tasks are updated each session.

Availability

Session 3 (90)
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.

Subject Information

Grading System

HD/FL

Duration

One session

School

School of Management and Marketing

Enrolment Restrictions

Only available to students enrolled in IT Masters relevant courses.

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.

Syllabus

This 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

Contact

Current Students

For any enquiries about subject selection or course structure please contact Student Central or ask@csu.edu.au or phone on 1800 275 278.

Prospective Students

For further information about Charles Sturt University, or this course offering, please contact info.csu on 1800 275 278 (free call within Australia) or enquire online.

The information contained in the 2018 CSU Handbook was accurate at the date of publication: August 2018. The University reserves the right to vary the information at any time without notice.

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