CIS3008 Information Technology Service Management (FOBUS)
Semester 6 (EXT)Toowoomba
Units 1.0 (Information Systems not elsewh) Band 2
Students are required to have access to a personal computer, e-mail capabilities and Internet access to UConnect. Current details of computer requirements can be found at <http://www.usq.edu.au/ict/students/standards/default.htm>.
The IT Infrastructure Library (ITIL) and ISO/IEC 20000 are recognised as providing a best practice framework for IT service management. ISO/IEC 20000 is an international standard for IT service management and provides a set of requirements for a service provider to deliver managed services of an acceptable level of quality to its customers. The approach of the course is to cover in detail the core processes which underpin the ITIL and ISO/IEC 20000 best practice frameworks. As well as the objectives of each process, the associated roles and responsibilities of IT service providers, management, staff and clients are identified. Planning and management of the following process groups are covered: problem resolution, configuration and change control, release into the production environment, service delivery, business and supplier relationship. Verbal and written communication skills are also emphasised as important for the student's skill and knowledge portfolio.