BIT204 IT Service Management

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. 
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:
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 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.