2020-2021 Catalog

IS 470 IT Service Management

This course focuses on Information Technology Service Management (ITSM) best practices as defined by Information Technology Infrastructure Library (ITIL), Capability Maturity Model Integration (CMMI), Six Sigma, and Total Quality Management (TQM).  Emphasis is placed on ITSM drivers of processes and strategies to create a viable IT organization. Students will learn the foundation, values, policies, procedures, and operations of ITSM. Several exercises and hands-on activities will focus on service support and service delivery.