IT Service Management

Course Description

Technology is the catalyst of innovation which is often utilized to create and expand organizational and business value. In this course, students explore the integration of technology and organizational imperatives in a holistic manner. The purpose of this course is to provide students with an understanding of the management of information technology (IT) including the relationships of parties involved, the tools for IT process improvement, and best practices involved in the field. Students focus on the relationships within an IT organization, with external business customers, and end-users. They explore the customer's perspective of IT's contribution to the organization and they learn how to communicate effectively with stakeholders. Students use case studies, current articles, and industry standard frameworks to examine a variety of topics, including operations architecture, IT governance, and utilization of relevant management strategies. Students also examine relationships of IT service management to process improvement movements, for example, Six Sigma improvement methodology, total quality management (TQM), business process management (BPM), and Capability Maturity Model Integration (CMMI) standards. Pre-requisites ITEC 2055 or ITEC 3040

Code

ITEC 3301

Credits

5

Subject

Information Technology