This subject gives students the skills to apply ITILŪ best practices to effectively support the IT infrastructure, while minimising the adverse effects of incidents and problems. ITIL best practices focus on the integration of key processes, enabling a stable IT environment. This subject will also cover how the linkage of Incident and Problem Management processes with the Service Desk function can help to achieve this goal.
No offerings have been identified for this subject in 2019.
SY/US
One session
School of Computing and Mathematics
Available only to students in:
Master of Networking and Systems Administration or
Master of Systems Development or
Master of Management (Information Technology) or
Master of Business Administration (Computing).
ITI500 and ITI597
- be able to plan the key activities in the Incident and Problem Management processes and the Service Desk function;
- be able to plan the exchange of appropriate information relevant to managing the Support and Restore processes;
- be able to initiate actions to ensure the key activities in the Support and Restore processes meet the agreed objectives set;
- be able to report on the effectiveness and efficiency of the activities in the Support and Restore processes;
- be able to organise the exchange of appropriate information with other processes;
- be able to provide information about the Incident and Problem Management processes and the Service Desk function to other IT Service Management processes, users and suppliers;
- be able to maintain the procedures of the Support and Restore processes;
- be able to organise the structure of the Service Desk function;
- be able to set up the Service Desk responsibilities, functions, staffing levels and technologies;
- be able to organise the relationships between the Service Desk and Incident Management;
- be able to organise the handling of Incidents;
- be able to organise the relationships between the Service Desk and Problem Management;
- be able to organise the relationships between Incident Management and Problem Management;
- be able to organise problem control, error control and proactive problem management;
- be able to monitor and optimise the Support and Restore processes;
- be able to propose improvements, based on results of monitoring and/or reviews;
- be able to plan and conduct audits for continuous process improvement opportunities for the Support and Restore processes.
- The structure of the Service Desk
- Service Desk responsibilities
- Service Desk staffing levels
- Service Desk technologies
- Problem Management processes
- The Service Desk function
- Support processes
- Restore processes
- Incident processes
- Problem Management processes
- Service Desk functions
- Other IT Service Management processes
- The relationships between the Service Desk and Incident Management
- Incident handling
- The relationships between Incident Management and Problem Management
- Problem control
- Error control
- Proactive problem management
- Monitoring and optimising Support processes
- Monitoring and optimising Restore processes
- Planning and conducting audits for continuous process improvement opportunities
For further information about courses and subjects outlined in the CSU handbook please contact:
The information contained in the CSU Handbook was accurate at the date of publication: May 2019. The University reserves the right to vary the information at any time without notice.