CTA 208 - Advanced Service Management3 credit hours - Three hours lecture weekly; one term
Examine the advanced features of Information Technology Service Management (ITSM) activities and the creation of IT services. Integrate different value streams and activities to create, deliver, and support IT-enabled products and services by covering the practices, methods, and tools that support them.
Prerequisite(s): CTA 108 with a grade of C or better.
Course Outcomes:
1. Develop a plan and build a service value stream to create, deliver and support services.
2. Describe the concepts and challenges related to the service value system and the ‘shift-left’ approach.
3. Plan and manage resources in the service value system.
4. Implement practices that contribute to the creation, delivery and support across the SVS.
5. Implement the value stream to design, develop and transition new services.
6. Discuss how to coordinate, prioritize work structures and activities to create and deliver support services.
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