Information Technology Service Assurance

In today’s technology-centric work environment, simply delivering IT services is no longer sufficient. Organizations must provide “assurance” that IT services and the underlying data assets are reliable, highly available, and secure. Service assurance involves integrating the assurance requirements and service goals of a business and its customers to strive toward continuous improvement. IT service assurance includes many functions, including IT service delivery, service level management, quality assurance testing and monitoring, change and release management, project management, security, and compliance, all within a risk management framework. The course will build on available disparate frameworks and tools to demonstrate how an integrated service assurance program can have a positive impact on an organization. The course will provide insight into how the simultaneous execution, interaction, and optimization of the concepts across an organization can be used to meet or exceed customer requirements. A high-level review of several different topics will be included with a focus on how the topics interact and interrelate.