Operational Excellence & Service Delivery

3 units

This course examines needed management skills and processes for the efficient and effective functioning of IT infrastructure and operational environments to deliver the right set of services, at the right quality, and at the right costs for internal and external users and customers. Specific emphasis is placed on understanding the roles of IT operations including system administration, network administration, help desk services, asset management, DevOps, and reporting. Students will study the application of industry best practice frameworks for the management of information technology infrastructure, operations, and development. Frameworks covered include the Information Technology Infrastructure Library (ITIL) and Control Objectives for Information and related Technology (COBIT). Through the application of continuous service improvement, students will understand the IT service lifecycle and will be able to assess the effectiveness of processes and services.