LM1. IT Service Management Introduction

Overview

This module will introduce you to the wonderful world of IT service management.

To Do List

1. Go over the LM1 Learning Material. Let me know if you have any questions.
2. Watch the introductory video about ITIL from Youtube. It is a good introduction to ITIL.
3. Discussion 1 - discuss IT exists to provide service or technology.  
4. Quiz 1 - test your understanding of LM1. Due by 6/6 11:59pm.

Learning Outcomes

This module directly contributes to the following highlighted courses outcomes.

1. Describe the basic concepts in system development life cycle and project management
2. Explain the best-in-practice enterprise IT service management framework such as Information Technology Infrastructure Library (ITIL)
3. Critically analyze and evaluate an IT service organization using a service management framework
4. Formulate appropriate service level agreements

After this module, student will be able to:

1. Define ITIL and its goal.
2. Discuss who uses ITIL and benefits of ITIL.
3. Define the key concepts in the ITIL such as service, service management, processes, functions,  assets, capacity and roles.
4. Describe ITIL life cycle and the functionality of its main components.