MGI515 IT Service Quality Management (8)

This subject covers IT service management using the interpretation and application of the ISO/IEC 20000 standard and the Information Technology Infrastructure Library (ITILŪ), 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 ITILŪ industry certifications and undertake an ISO/IEC 20000 readiness gap analysis.

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 Business

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 ITILŪ;
  • be able to critically evaluate the function and purpose of ITILŪ and ISO/IEC 20000 in a business context;
  • be able to identify and analyse business challenges to implementing ITILŪ and ISO/IEC 20000;
  • be able to design an ITILŪ and ISO/IEC 20000 implementation strategy for an organisation;
  • be able to identify and theorise risks and predict likely consequences from ITILŪ and ISO/IEC 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:
  • ITILŪ Introduction & Service Strategy
  • ITILŪ Service Design
  • ITILŪ Service Transition
  • ITILŪ Service Operation
  • ITILŪ Continual Service Improvement
  • ISO/IEC 20000 Introduction
  • Service Management System
  • Design & Delivery
  • Relationships & Alignment
  • Resolution & Control

Indicative Assessment

The following table summarises the assessment tasks for the online offering of MGI515 in Session 3 2021. Please note this is a guide only. Assessment tasks are regularly updated and can also differ to suit the mode of study (online or on campus).

Item Number
Title
Value %
1
A1 - an article response
15
2
A2 - an itil 4 implementation report
40
3
A3 - situational essay
15
4
A4 - online timed essay
30

The information contained in the CSU Handbook was accurate at the date of publication: June 2022. The University reserves the right to vary the information at any time without notice.

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