ICT Service and Quality ManagementLaajuus (5 cr)

Objective

The overall goal of this course is to improve the students' skills for ICT service and quality management issues. After completing this course the student can list typical components (subservices) of ICT Services can assess and make development suggestions for her/his organization's ICT Services can assess and analyze business issues and business requirements of different kinds of ICT Services (e.g. cloud services) can assess and analyze SLAs (Service Level Agreements) in ICT Services from both service providers' and service users' point of view can assess and analyze business impacts caused by quality variations is able to compare different quality standards with each other

Content

The core contents ISO/IEC 9000 standards ISO/IEC 14000 standards ISO/IEC 20000 ITIL COBiT