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| Course: | INFO410 - IT Infrastructure |
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| On Campus Offering: | Spring (day) |
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| Online Offering: | Fall |
| | Faculty: | Smith, Thomas J.
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| Extended Course Description: | Catalog Course Description:
Introduces issues in management and delivery of IT services. Addresses needs and approaches to operational support including providing services, help desks, online support, documentation, and user training. Examines approaches to defining, measuring, and analyzing service and support quality.
Pre-requisites and Co-requisites:
Pre-junior standing or higher
BSIS or BSIT major or permission of instructor
Curriculum Role:
This is an approved elective for the BS in Information Technology, the BS in Information Systems and for the BS in Software Engineering. It is taken by students in or following their sophomore year.
Course Outcomes:
Upon successful completion of this course, a student will be able to:
• Understand the concepts of Service Oriented Architecture and its role in the modern corporation.
• Understand general approaches and issues in providing information technology services and support
• Explain the role of support services in other business functions including sales and product development
• Explain IT operations concepts of service management, capacity and performance management, and IT chargeback
• Define and implement basic approaches to measuring and evaluating IT operational performance
• Assist in development and delivery of IT support services for a moderate sized organization
Contribution to Program Educational Outcomes
This course contributes to the program educational outcomes as follows:
Outcome Contribution
(a) Financial management of technology service
(b) Case-based analysis
(d), (f) Team-based case analysis and presentation.
(h) Professional development in the management of
corporate technologies
(j) Key focus of the course
Course Content:
Principal topics and the approximate number of weeks devoted to each are:
• Introduction to SOA. (1)
• Introduction to IT services and support (1)
• Customer relationship management systems (1)
• Measurement and evaluation of IT operations (1)
• Support services organization and operation (2)
• Measurement and evaluation of IT support services (2)
• Feedback: sales support and product improvement (1)
• Outsourcing and other trends (1)
Presentation:
Note: Presentation method may vary somewhat from section to section.
The teaching method is based on class lecture and discussion.
Assessment:
Note: Assessment method may vary somewhat from section to section.
The final grade is based on tests, projects, and examinations.
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