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Questions and Answers
Course Title: ______ Management
Course Title: ______ Management
Information
Course Code: SMEL______04
Course Code: SMEL______04
4104
Course Credit: ______ units
Course Credit: ______ units
3
Contact Hours: ______ hours
Contact Hours: ______ hours
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Pre-requisite: ______
Pre-requisite: ______
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Course Title: ______
Course Title: ______
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Course Code: ______
Course Code: ______
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Course Credit: ______
Course Credit: ______
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Contact Hours: ______
Contact Hours: ______
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Pre-requisite: ______
Pre-requisite: ______
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Study Notes
Course Orientation: Information Technology Service Management (ITSM)
- The course title is Information Management with course code SMEL4104.
- The course has 3 units and 3 contact hours, with no prerequisites.
Course Description
- The course covers best practices for implementing and managing an IT Service Management System.
- The course covers IT service management processes based on ISO 20000, including:
- Planning and implementing new and changed services
- Service delivery process
- Relationship management process
- Problem resolution process
- Control processes
- Release processes
Expected Learning Outcomes
- Identify metrics necessary to manage the deployment of an organization's technology assets.
- Identify processes for managing services provided by an IT department.
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