1. SSME (Services Science, Management, and Engineering) Ronald Dattero Information Technology Service Management (ITSM) Curriculum Missouri State University College of Business Administration Department of Computer Information Systems dbg420

2. SSME (Services Science, Management, and Engineering) 2 Presentation Outline  Clear Felt Need  Partnering with IBM  Definitions and Frameworks  BS degree in Information Technology Service Management (ITSM)

3. SSME (Services Science, Management, and Engineering) 3 Clear Felt Need  # of computer programmers in the USA has decreased by over 20% since 2000 due to offshoring  # of students majoring in CIS and CS has dropped dramatically in the USA (and at Missouri State)

4. SSME (Services Science, Management, and Engineering) 4 Contrary Facts  Employment in IT related jobs in the USA has been steadily increasing  In fact, there are more IT jobs in the USA now than in 2000 (Y2K)

5. SSME (Services Science, Management, and Engineering) 5 Partnering with IBM: Phase 1  Initial contact made with IBM (Fall 2005)  IBM visits Missouri State (November 2005)  CIS dept. becomes member of the IBM Academic Initiative (December 2005)

6. SSME (Services Science, Management, and Engineering) 6 Partnering with IBM: Phase 2  IBM conducts a training course at Missouri State on leading edge technology (January 2006)  IBM tools incorporated in CIS course (Spring 2006)  Strength of partnership grows  IBM and Missouri State announce their partnership (April 2006)

7. SSME (Services Science, Management, and Engineering) 7 Partnering with IBM: Phase 3  Discussion of new opportunities (Spring/Summer 2006)  New BS degree in ITSM proposed (Summer 2006)  IBM experts in ITSM come to Missouri State to help create this new degree program (September 2006)

8. SSME (Services Science, Management, and Engineering) 8 Information Technology Services Definition black = current, green = underway & proposed for expansion  An IT service is the business process and function delivered by the IT organization of an enterprise to support business requirements  IT services are a result of applying IT business process to discrete IT functional jobs  IT services examples –Event, incident, and problem management –Change and release management –IT asset control and configuration management –Capacity, availability, and continuity management –IT security –Service level management

9. SSME (Services Science, Management, and Engineering) 9 IT Service Management As Defined By ISO/IEC 20000

10. SSME (Services Science, Management, and Engineering) 10 Service Design Service ITIL Service Strategy Service Operation Service Design Continual Service Improvement Service Transition ITIL Version 3

11. SSME (Services Science, Management, and Engineering) 11 BS in ITSM Degree: Overview  Will be one of the first (if not the first) BS degree programs in ITSM in USA  Strong emphasis on service, processes, and business (in addition to IT)  Requires internship or co-op  IBM has made a commitment to assist in finding internship, co-op, and jobs  First (new) classes offered this Fall

12. SSME (Services Science, Management, and Engineering) 12 BS in ITSM Degree: Requirements  CIS 230 Computer Technology I  CIS 260 Application Development I  CIS 281 Introduction to IT Service Management.  CIS 330 Computer Technology II  CIS 381 Incident and Problem Management  CIS 382 IT Service Level Management  Co-op or Internship  CIS 420 IT Services Project Management  CIS 461 Strategic Management Information Systems  CIS 525 Computer Security  MGT 565 Advanced OM: Business Process Management