IT Service Delivery

Learning Outcomes

Upon successful completion of this course, students are expected to be able to evaluate service-level management practices, operations management, data administration practices, and capacity and performance monitoring tools and techniques to ensure that IT services meet the organization’s objectives ; evaluate change, configuration and release management practices to ensure that changes made to the organization’s production environment are adequately controlled and documented ; evaluate problem and incident management practices to ensure that incidents, problems or errors are recorded, analyzed and resolved in a timely manner ; evaluate the functionality of the IT infrastructure (e.g., network components, hardware, system software) to ensure that it supports the organization’s objectives.

Topics

This course explores various IT service management practices, which are important to provide assurance to users as well as management that the expected level of service will be delivered. Students will gain an understanding on how to provide assurance that IT service management practices will ensure the delivery of the level of services required to meet the organizations objectives. Topics covered include general IS operations as well as IS network infrastructures and technologies.

Pre-requisite: IS323 – IT Governance