Service Manager (ITOP 1106)

In this course students will learn about the various aspects of service management such as service quality, service lifecycle, service improvement, and project management. Emergency recovery options and business continuity planning will also be discussed.
Course code: ITOP 1106
Credits: 2.0
Length: 30.0 hours
Course outline: view https://www.vcc.ca/vccphp/courseoutline?subject=ITOP&number=1106
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Additional Information

  • Introduction to ITIL
    Service design and service lifecycle
    Service pipeline, deployment and maintenance
    Continual service improvement
    Service desk and catalogue
    Service Level Agreements (SLAs)
    Change management
    Service quality and metrics
    Customer service soft skills
    Disaster recovery and business continuity planning
    Security

Prior learning is assessed using a student portfolio (based on a rubric) that reflects their experiences as a service and/or project manager.

This course is offered as part of a VCC program only.

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† This information is intended as a guideline only. Program and course details are subject to change with the approval of VCC's Board of Governors.