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IT Service Management has become increasingly important as information systems play an essential role in public and private sector organisations. With the increased emphasis on IT governance, business and IT staff need to ensure that they have effective processes in place to manage the significant investment in IT infrastructure. Students must have a working knowledge of the terminology, good practice frameworks and standards that are commonly used by IT departments and service providers to design, transition, operate and improve IT services. In terms of professional accreditation, this course is aligned with the Australian Computer Society鈥檚 body of knowledge.

This course provides business and IT practitioners with the knowledge of service management fundamentals, and process management including process modelling, measurement and improvement. It addresses practical knowledge of IT service management, good practice frameworks and reference models (e.g. the IT Infrastructure Library (ITIL), IT4IT, etc.) as well as standards (e.g. ISO/IEC 20000) for effective IT service management. The course also introduces the emergent approaches that aim to accelerate and optimise the IT service development and operation. Successful completion of this course prepares the participants with the knowledge and skills required to undertake IT service management roles and be involved in implementation of IT service management good practice frameworks and standards. Case study analysis is used to evaluate the knowledge and skills essential for IT service management. Teamwork, verbal and written communication skills are also emphasised as important for the student's skill and knowledge portfolio.