IT Service Management Capstone
Designing and improving the service management of a fictional organization, from assessment to a roadmap presented to leadership.
ITSM-290 Year 2 3 credits 12 lessons planned ▶ Video lessons coming soon
Offered by HSM University · IT Service Management
Course content
- 1Project brief and the organizationComing
- 2Assessing current practicesComing
- 3Stakeholder interviews and pain pointsComing
- 4Defining services and the catalogComing
- 5Designing the incident and request processComing
- 6Designing change and configurationComing
- 7Choosing metrics and service levelsComing
- 8Tooling and automation planComing
- 9People, roles and trainingComing
- 10Building the improvement roadmapComing
- 11Making the business caseComing
- 12Presenting to leadershipComing
Requirements
- ITSM-220 Service Level Management and Metrics
- ITSM-260 Agile, DevOps and Site Reliability for Service Management
Recommended background. You can start any course at any time.
Description
Designing and improving the service management of a fictional organization, from assessment to a roadmap presented to leadership.
Part of the Information Technology stream, typically taken in year 2.