2013-2014 Walden University Catalog (June 2014) 
    
    Nov 30, 2021  
2013-2014 Walden University Catalog (June 2014) [ARCHIVED CATALOG]

Add to Pages (opens a new window)

ITEC 3301 - IT Service Management♦


(5 cr.) The purpose of this course is to provide students with an understanding of the management of information technology (IT), including the relationships of parties involved, the tools for IT process improvement, and best practices involved in the field. Students focus on the relationship among an IT organization, business customers, and users. They explore the customer’s perspective of IT’s contribution to the organization and they learn ways to communicate effectively with stakeholders. Students use current articles and classic literature to examine a variety of topics, including operations architecture, IT governance, and relevant frameworks. Students also examine relationships of IT service management to process improvement movements, for example, Six Sigma improvement methodology, total quality management (TQM), business process management (BPM), and Capability Maturity Model Integration (CMMI) standards. Through group projects and peer evaluation, students learn to work efficiently in groups as they assess the design of a service management program and the role of ethics in service management.
  (Prerequisite(s): ITEC 3030 and ITEC 3040.)
♦ Students may take this as a non-degree course, which means they do not have to be enrolled in a program. Contact an Enrollment Advisor [1-866-492-5336 (U.S.);1-443-627-7222 (toll)] for more information.



Add to Pages (opens a new window)