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Service Management Functions (Service Desk) - IRM4712

Semester module NQF level: 7 Credits: 12
Module presented in English Module presented online
Purpose: The purpose of this module is to provide an overview of service management functions. The service management functions focused on are service desk, technical management, application management and IT operational management. Each of these functions will be studied from the following perspectives: Roll, justification, objectives, organisational structure, staffing roles and responsibility, metrics and documentation. Qualifying students will have a basic knowledge of service management functions and the role they play in service operations within the ITIL framework and an understanding of its principles. Students will be able to critically analyse and evaluate existing service management functions of select organisations in order to determine if the service management functions are implemented appropriately, effectively and efficiently. Students will be tasked to analyse different organisational models and then from the knowledge gained in this module determine whether the service management functions exist, are implemented properly and if improvements can be made.