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Course

Service Management - ZEIT8144

Faculty: UNSW Canberra at ADFA

School: School of Engineering & Information Technology @ UNSW Canberra at ADFA

Course Outline: ZEIT8144 Course Outline

Campus: UNSW Canberra at ADFA

Career: Postgraduate

Units of Credit: 6

EFTSL: 0.12500 (more info)

Indicative Contact Hours per Week: 3

Enrolment Requirements:

Restricted to students enrolled in Graduate Diploma or Masters programs.

CSS Contribution Charge: 2 (more info)

Tuition Fee: See Tuition Fee Schedule

Further Information: See Class Timetable

View course information for previous years.

Description

Sound Service management is essential for the effective and efficient use of Information Systems in support the operations of an organization. This course provides guidance for the development of service strategy, service design, and service operations. It is based upon the principles and practices that are described in the ISO/IEC 20000 family of standards and the Information Technology Infrastructure Library (ITIL).


Please Note

The additional information below reflects the most recent offering and may be subject to change.

Learning Outcomes

On the successful completion of this course, students will, be able to:
1. Explain the purpose and structure of the principal ICT process standards and frameworks.
2. Apply a process framework to appraise and improve organisational processes.
3. Investigate how the ICT process frameworks may be implemented in an organisational context to improve the performance of the ICT function.

Delivery Mode

Distance

Topics

  • Process Management
  • Process Improvement – Six Sigma
  • Process Improvement – CMMI
  • IT Processes - COBIT
  • IT Governance (ITG)
  • IT Projects – P3M
  • IT Sourcing - AGIMO
  • Software Development – CMMI-DEV
  • IT Operations - ITIL
  • Business Resilience
  • Performance Management
  • Change Management

Assessment

There are two assessment items in this course.
Project 40%
Research Paper 60% 4000 words

Course Texts

Prescribed Texts:
Nil

Recommended Texts:
1. Luftman, J. (2004). Managing the Information
Technology Resource. Person Education
2. Cassidy, A. (2001). A Practical Guide to
Information Systems Process Improvement. St
Lucie Press.
3. Frenzel, C.W. and Frenzel, J.C. (2004).
Management of Information Technology, 4th
ed. Course Technology.
4. Pearlson, K.E, and Saunders, C.S. (2009).
Managing & Using Information Systems: A
Strategic Approach, 4th Ed. Wiley.

Software:
Nil

Resources

All course materials will be provided online through Moodle
Aerial View

Study Levels

Undergraduate Study Postgraudate Study Postgraduate Research Study Non-Award Study

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