Ronald Dattero Information Technology Service Management (ITSM) Curriculum Missouri State University College of Business Administration Department of Computer Information Systems - PowerPoint PPT Presentation

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Ronald Dattero Information Technology Service Management (ITSM) Curriculum Missouri State University College of Business Administration Department of Computer Information Systems

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Title: Ronald Dattero Information Technology Service Management (ITSM) Curriculum Missouri State University College of Business Administration Department of Computer Information Systems


1
Ronald DatteroInformation Technology Service
Management (ITSM) CurriculumMissouri State
UniversityCollege of Business AdministrationDepa
rtment of Computer Information Systems
dbg420
2
Presentation Outline
  • Clear Felt Need
  • Partnering with IBM
  • Definitions and Frameworks
  • BS degree in Information Technology Service
    Management (ITSM)

3
Clear Felt Need
  • of computer programmers in the USA has
    decreased by over 20 since 2000 due to
    offshoring
  • of students majoring in CIS and CS has dropped
    dramatically in the USA (and at Missouri State)

4
Contrary Facts
  • Employment in IT related jobs in the USA has been
    steadily increasing
  • In fact, there are more IT jobs in the USA now
    than in 2000 (Y2K)

5
Partnering with IBM Phase 1
  • Initial contact made with IBM (Fall 2005)
  • IBM visits Missouri State (November 2005)
  • CIS dept. becomes member of the IBM Academic
    Initiative (December 2005)

6
Partnering with IBM Phase 2
  • IBM conducts a training course at Missouri State
    on leading edge technology (January 2006)
  • IBM tools incorporated in CIS course (Spring
    2006)
  • Strength of partnership grows
  • IBM and Missouri State announce their partnership
    (April 2006)

7
Partnering with IBM Phase 3
  • Discussion of new opportunities (Spring/Summer
    2006)
  • New BS degree in ITSM proposed (Summer 2006)
  • IBM experts in ITSM come to Missouri State to
    help create this new degree program (September
    2006)

8
Information Technology Services Definition
  • An IT service is the business process and
    function delivered by the IT organization of an
    enterprise to support business requirements
  • IT services are a result of applying IT business
    process to discrete IT functional jobs
  • IT services examples
  • Event, incident, and problem management
  • Change and release management
  • IT asset control and configuration management
  • Capacity, availability, and continuity management
  • IT security
  • Service level management

black current, green underway proposed for
expansion
9
IT Service Management As Defined By ISO/IEC 20000
10
ITIL Version 3
Continual ServiceImprovement
ServiceDesign
Service
Design
ServiceStrategy
Service
ServiceOperation
ITIL
ServiceTransition
11
BS in ITSM Degree Overview
  • Will be one of the first (if not the first) BS
    degree programs in ITSM in USA
  • Strong emphasis on service, processes, and
    business (in addition to IT)
  • Requires internship or co-op
  • IBM has made a commitment to assist in finding
    internship, co-op, and jobs
  • First (new) classes offered this Fall

12
BS in ITSM Degree Requirements
  • CIS 230 Computer Technology I
  • CIS 260 Application Development I
  • CIS 281 Introduction to IT Service Management.
  • CIS 330 Computer Technology II
  • CIS 381 Incident and Problem Management
  • CIS 382 IT Service Level Management
  • Co-op or Internship
  • CIS 420 IT Services Project Management
  • CIS 461 Strategic Management Information Systems
  • CIS 525 Computer Security
  • MGT 565 Advanced OM Business Process Management
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