2023-2024 Catalog [PAST CATALOG]
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CTA 108 - Service Management Foundation3 credit hours - Three hours lecture weekly; one term
Examine the key concepts of Information Technology Service Management (ITSM). Define common vocabulary and metrics used in the industry. Discuss the management of modern IT-enabled services. Describe how well-managed and reliable Information Technology solutions add value to the organization by introducing a well-established service management framework.
Prerequisite(s): Eligibility for ENG 101 /ENG 101A .
Note: Typically offered OL; fall term.
Course Outcomes:
1. Identify the key concepts of service management, value services, and service relationships.
2. Describe the four dimensions of service management and service value system.
3. Describe the interconnected nature of the service value chain and how this supports valuestreams.
4. Apply guiding principles of service management, service value system, and service valuechain.
5. Apply the guiding principles of incident management and change management.
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