CNET 2390 - IT Service Management

1. Define IT Service Management (ITSM) and the approaches that IT managers can use for successful IT service deployment.
2. Define IT Infrastructure Library (ITIL) and other popular standards and frameworks.
3. Examine the roles of IT professionals, customers, and process owners in developing effective IT services.
4. Define the major IT Service Support functions: Incident management, problem management, configuration management, change and release management, and managing the service desk.
5. Explain the key IT Service Delivery functions and ITSM approaches: Service level agreements (SLAs), efficient management of IT service deliverables, IT capacity management and demand forecasting, service availability and continuity management, and IT security management.
6. Discuss ITSM-professional organizations and continuing educational and certification opportunities.
7. Identify personal values, interests, skills, and personality type, and link them with career possibilities.
8. Develop and implement a personal job search strategy.
9. Write a powerful resume and learn how to professionally correspond with employers.
10. Acquire effective interviewing skills and successfully participate in a mock interview.

1. Service Strategy
2. Service Design
3. Service Transition
4. Service Operation
5. Continual Service Improvement
6. Career Development & Planning
7. Resume Writing & Interviewing