Blakley Library

The University of Dallas Graduate School of Management is one of the first universities in the United States to offer comprehensive programs in Information Technology Service Management (ITSM).

IT Service Management (ITSM) applies different business models and best practices from IT industry to the management of Service Support and Service Delivery. Service Support includes Service Desk, Configuration, Incident, Problem, Release, and Change Management. Service Delivery includes Security, Service Level, Capacity, Continuity, Availability, and Financial Management.

Both Service Support and Service Delivery are increasingly important to the continuing improvements, effectiveness and efficiency demanded of IT management. The ITSM body of knowledge was first developed in the UK by the government agency, Central Computing and Telecommunications Agency (CCTA), which later was absorbed by the UK's Office of General Commerce (OGC).

To receive the MBA concentration in Information Technology designation on their transcript students must complete all four ITSM electives. *Courses with prerequisites.

TECH 5340 Principles of Information Technology Service Management*
TECH 6370 Process Mapping and Management*
TECH 7341 Advanced Process Design*
TECH 7342 Advanced Service Design*

Click here for course descriptions.