IT Service Management. 3 credits, 3 contact hours

Catalog description

The course does not have prerequisites but it is not recommended during the first semester of graduate study without prior professional work experience in the computing field. This course introduces IT service management, a set of specialized organizational capabilities for enabling value for customers in the form of IT services. ITIL, a globally recognized framework of best practices for IT service management is covered in some detail, along with other approaches for IT service management. The course presents ITIL key concepts, the ITIL service value system, the service value chain, the four dimensions of service management, ITIL guiding principles and ITIL management practices. ITIL is presented in the context of a specific organizational services domain.