Study of the disciplines necessary to create an organization that consistently delivers business value through Information Technology (IT) services; examination of all types of interaction between an IT service provider and their customers, users, suppliers, and partners, including governance and risk management, organizational change, communication models, and business relationship management; examination of customer and user experience concepts through customer journey mapping and acquire practical and strategic approaches to aligning IT services to organizational values; examination of the practical skills necessary to create a “learning and improving” IT organization, with an emphasis on Agile and Lean methodologies, and the strategies needed to embed continual improvement at every layer of the organization. Prerequisites: Grade of C or better in ITSV 101 and ITSV 274; junior or senior classification; Information Technology Service Management major Credits 3. 3 Lecture Hours.
Study of the disciplines necessary to create an organization that consistently delivers business value through Information Technology (IT) services; examination of all types of interaction between an IT service provider and their customers, users, suppliers, and partners, including governance and risk management, organizational change, communication models, and business relationship management; examination of customer and user experience concepts through customer journey mapping and acquire practical and strategic approaches to aligning IT services to organizational values; examination of the practical skills necessary to create a “learning and improving” IT organization, with an emphasis on Agile and Lean methodologies, and the strategies needed to embed continual improvement at every layer of the organization. Prerequisites: Grade of C or better in ITSV 101 and ITSV 274; junior or senior classification; Information Technology Service Management major Credits 3. 3 Lecture Hours.
