LM1. IT Service Management Introduction
Overview
This module will introduce you to the wonderful world of IT service management.
To Do List
- Go over the LM1 Learning Material. Let me know if you have any questions.
- Watch the introductory video about ITIL from Youtube. It is a good introduction to ITIL.
- Discussion 1 - discuss IT exists to provide service or technology.
- 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.
After this module, student will be able to:
- Describe the basic concepts in system development life cycle and project management
- Explain the best-in-practice enterprise IT service management framework such as Information Technology Infrastructure Library (ITIL)
- Critically analyze and evaluate an IT service organization using a service management framework
- Formulate appropriate service level agreements
- Define ITIL and its goal.
- Discuss who uses ITIL and benefits of ITIL.
- Define the key concepts in the ITIL such as service, service management, processes, functions, assets, capacity and roles.
- Describe ITIL life cycle and the functionality of its main components.