IT Service Management Information

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 ineffectiveness 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).

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Programs in Information Technology Service Management

An emphasis in Information Technology Service Management is available for the following programs:

Master of Business Administration
MBA Degree Completion
Master of Science
Graduate Certificates

Courses in Information Technology Service Management

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

TECH 5340 Information Technology Service Management
TECH 6340 Advanced IT Service Support*
TECH 6370 Process Mapping and Management
TECH 7340 Advanced IT Service Delivery*

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