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IT Service Management has become increasingly important to demonstrate the value of services delivered by IT to businesses. With the increased emphasis on IT governance, business and IT staff need to ensure that they have effective practices in place to manage services in terms of design, transition, and operation. Students must plan quality management principles to enable new and improved IT services delivery. Students must have a working knowledge of the terminologies, good practice frameworks and standards that are commonly used by IT service providers to understand the service management dimensions, guiding principles and management practices.

This course provides business and IT practitioners with the knowledge of service management fundamentals, service value system, management practices and quality management. It addresses practical knowledge of IT service management, good practice frameworks such as the IT Infrastructure Library (ITIL) as well as standards (ISO/IEC 20000) for effective service management in terms of design, transition and operation. The course also introduces the emergent approaches that aim to accelerate and optimise the IT service delivery. Successful completion of this course prepares the participants with the knowledge and skills required to undertake service management roles within the IT and management disciplines.

On successful completion of this course students should be able to:

1. integrate the fundamentals of business process management with service management in reference to the value IT can deliver to the enterprise;
2. identify the importance of IT governance and the need for organisations to ensure that ethical practices and effective processes are in place for service management;
3. synthesise the nature and contribution of the IT service management standards and good practice frameworks such as IT Infrastructure Library (ITIL) and ISO/IEC 20000;
4. assist IT projects to plan the quality management function from a service management perspective;
5. apply IT service management principles to case studies including ITIL Service Value System and ITIL management practices;
6. investigate and communicate IT service management solutions in a case study setting.