The aims of this subject are to:Build an awareness of the key issues involved in providing an excellent level of IT service delivery and the construction of service level agreements.Develop an understanding of the organisational aspects in providing an expected level of customer service and IT service. Develop knowledge of ITIL IT Service Management Framework.
SERVICE CONCEPT:
The concept of a service, understanding customer needs, determining customer satisfaction levels, relationship with customer businesses, acheiving operational excellence through service level agreements and outsourcing.
IT SERVICE MANAGEMENT FRAMEWORKS:
Overview of ISO/IEC 20000 and the CMMI® (Capability Maturity Model® Integration) model. These are collections of best practices that help organizations to improve their processes. The CMMI for Services (CMMI-SVC) model provides a comprehensive integrated set of guidelines for providing superior services.
IT SERVICE MANAGEMENT:
Introduction to ITIL the public framework that describes Best Practice in IT service management. ITIL provides a framework for the governance of IT, the ‘service wrap’, it focuses on the continual measurement and improvement of the quality of IT service delivered, from both a business and a customer perspective. The course covers of each of the five core books from the service lifecycle from the initial definition and analysis of business requirements in Service Strategy and Service Design, through migration into the live environment within Service Transition, to live operation and improvement in Service Operation and Continual Service Improvement..
| Module Content & Assessment | |
|---|---|
| Assessment Breakdown | % |
| Other Assessment(s) | 40 |
| Formal Examination | 60 |