BIT204 IT Service Management
BIT204 IT Service Management
- May 10, 2022
- Posted by: Nigel Finch
Unit outline
Important Update: | Our aim is to provide you with an optimal learning experience, regardless of how this unit is delivered. Teaching will be delivered in line with the most current COVID Safe health guidelines. This may include a mix of online and face-to-face. Please check the learning management system for announcements and updates. Thank you for your flexibility and commitment to studying with Sydney Institute of Higher Education. |
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Enrolment modes: | Year 2, Semester 2 |
Credit point(s): | 12.5 |
EFTSL value: | 0.125 |
Prerequisite: | BUS102 Introduction to IT |
Typical study commitment: | Students will on average spend 10 hours per week over the teaching period undertaking the teaching, learning and assessment activities for this unit. |
Scheduled learning activities: | 4 timetabled hours per week, 6 personal study hours per week |
Other resource requirements: | Students will need access to lab computers or will need their own laptops in order to carry out lab exercises and assignments. |
Unit description
This unit provides an overview of Information Technology service management and explores the role of service management in an IT environment as a of set of policies, practices and procedures that help businesses to design, create, deliver, and support IT services. As information technology becomes integral to almost every business these days, incorporating IT services into overall business needs is of great importance. This unit examines how organisations can manage the end-to-end delivery of information technology services to customers and maximise business value from the use of IT by having proper IT service management frameworks in place. This unit focuses on developing a range of skills, methods, tools, and techniques to manage IT services in a contemporary information technology environment.
Unit Learning Outcomes (ULO)
On the successful completion of this units student will be able to: |
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ULO1 | Elaborate the benefits of IT standards, policies, and procedures. |
ULO2 | Explore the various components of IT service management. |
ULO3 | Identify the challenges involved in managing IT services. |
ULO4 | Evaluate the value creation of IT services and its application to an organisation. |
ULO5 | Examine the structure and purpose of the ITIL Framework. |
Topics included in the unit
1. | Introduction to Service Management |
2. | Value creation of service management and relationships with consumer |
3. | Service Quality and Process Improvement |
4. | Managing Service Operations |
5. | Service Design Lifecycle |
6. | IT Service Management in the Modern World |
7. | Key Components of Service Management |
8. | Ethics, intellectual property and legal issues |
9. | ITIL Service Value System |
10. | ITIL Guiding Principle |
11. | ITIL Management and Technical Practices |
12. | ITIL Governance & Revision |
Assessment
Assessment Description | Grading and weighting (% total mark for unit) |
Indicative due week |
Assessment 1: Class Participation | 20% | 12 |
Assessment 2: Online Quiz | 10% | 5 |
Assessment 3: Group Assignment | 30% | 10 |
Assessment 4: Final Exam | 40% | Final exam week |
The assessment due weeks provided may change. Your lecturer will clarify the exact assessment requirements, including the due date, at the start of the teaching period.