INFO 1030 - Introduction to IT Service Management

4.5 Credits

This course introduces students to the principles and practices of IT Service Management (ITSM) using ITIL® 4 as the guiding framework. Students learn how IT services are designed, delivered, supported, and continually improved from a practical, service-desk-centered perspective. Emphasis is placed on real-world scenarios commonly encountered in community college IT environments, enterprise service desks, and managed service providers (MSPs). Students apply ITIL concepts through hands-on activities, simulations, and service-oriented problem solving rather than rote memorization of terminology.

Prerequisites: (1) INFO 1105

Lecture Hours: 4.5
Lab Hours: 0.0
Internship Hours: 0.0
Clinical or Practicum Hours: 0.0

Course Objectives

Explain the purpose and value of IT Service Management using ITIL 4 concepts.
Describe the ITIL 4 Service Value System (SVS) and Service Value Chain.
Identify key ITIL 4 practices relevant to service desk and support operations.
Apply ITIL 4 guiding principles to common IT support scenarios.
Demonstrate effective incident, request, and problem handling from a service perspective.
Use service management tools and documentation to support service delivery.
Analyze service performance using basic metrics and continual improvement concepts.
Describe IT support roles, career pathways, and professional expectations.

View Class Schedule