Title: Ronald Dattero Information Technology Service Management (ITSM) Curriculum Missouri State University College of Business Administration Department of Computer Information Systems
1Ronald DatteroInformation Technology Service
Management (ITSM) CurriculumMissouri State
UniversityCollege of Business AdministrationDepa
rtment of Computer Information Systems
dbg420
2Presentation Outline
- Clear Felt Need
- Partnering with IBM
- Definitions and Frameworks
- BS degree in Information Technology Service
Management (ITSM)
3Clear 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)
4Contrary 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)
5Partnering 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)
6Partnering 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)
7Partnering 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)
8Information 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
9IT Service Management As Defined By ISO/IEC 20000
10ITIL Version 3
Continual ServiceImprovement
ServiceDesign
Service
Design
ServiceStrategy
Service
ServiceOperation
ITIL
ServiceTransition
11BS 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
12BS 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