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.


Session 3 (90)
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



One session


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 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.


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 2020. 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
Value %
A1 - an article response
A2 - an itil 4 implementation report
A3 - situational essay
A4 - online timed essay

The information contained in the CSU Handbook was accurate at the date of publication: May 2021. The University reserves the right to vary the information at any time without notice.