CIS3008 Information Technology Service Management (FOBUS)

Semester 2 (ONC)Toowoomba (EXT)Toowoomba

Units 1.0 (020399) 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>.

Synopsis

The IT Infrastructure Library (ITIL) and ISO/IEC 20000 are recognised as providing an effective 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 functions and processes necessary for service strategy, service design, service transition, service operation and continual service improvement are covered. Teamwork, verbal and written communication skills are also emphasised as important for the student's skill and knowledge portfolio.