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PRT532 - IT Service Management

2022

Sector

Higher Education

Discipline

Information Technology

Unit Description

You will be introduced to an overview of IT service management using IT Infrastructure Library (ITILÂ®) framework, the best practice guidelines adopted by businesses and individuals for delivering IT services where it standardizes an end-to-end operating model for the creation, delivery and continual improvement products and/or services using Information Technology.

You will also collaborate with your peers in a number of exercises to discover all the five phases of the service lifecycle including service strategy, service design, service transition, service operation and continual service improvement.

In addition, you will be required to design the solutions where the emphasis would be to align the IT services to the business goals to maximise efficiency and reliability of services and to ensure continual improvement of services, namely, delivering maximum value to customers; optimizing resources and capabilities; offering services that are useful and reliable; planning processes with specific goals in mind; defining roles clearly for each task. ITILÂ® is a Registered Trademark of AXELOS Limited.

Text Book

Bookshop

Unit Learning Outcomes

1.	Effectively apply an integrated approach to the facilitation of co-creation of value with customers and other stakeholders in the form of products and services.
2.	Develop and justify appropriate ITIL guiding principles and dimensions to help an organization to adopt service management.
3.	Propose realistic Key Performance Indicators (KPIs) to measure process and service performance.
4.	Examine restrictions on various business process scenarios and future development based on ITIL framework.
5.	Verbally present and persuade the stakeholders to accept the continual improvement plan for tech-enabled products and services.

Assessment Overview

	Assessment Task	Value (of total mark)	Related Learning Outcome/s
1.	Assignment I Problem Identification and feasibility study (10-minute presentation)	30	1,2
2.	Assignment II Implementation and Change Management Plan (10-minute presentation)	30	1,2,3,4,5
3.	Assignment III Service Management Policies and Processes (2500-3000 words report)	40	1,2,3,4,5

Unit Availability

Year	Semester	Att Mode	Location	Learning Method	Timetable*
2022	Semester 2	Internal	Casuarina Campus	OLR
2022	Semester 2	External	External Studies	OLR	View

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OLR: Internet access is required for this unit as students are required to access study materials provided on-line through Learnline. Please log into Learnline on the first day of each teaching period. For more information about Learnline, please click here.

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Fee Information:
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2022 Domestic Unit Fees (PDF)