Date of Completion


Document Type

Campus Access Capstone

Degree Name

Master of Education (MEd)

First Advisor

Carol Ann Sharicz


Information Technology Service Management (ITSM) has traditionally functioned in IT specific business units. To fully understand its breadth and depth, it needs to be understood as something that crosses and affect all units within a business organization. This course teaches ITSM in a way that bridges the gap and tries to remove the division between IT and the business units. Teaching project skills or soft skills is often a difficult task. Research shows that using real world examples, problems and scenarios can connect the student to the learning in much deeper and lasting ways. The course uses a single business scenario case with real work-related assignments and walks the students through the learning of the fundamentals of ITSM for business. Assignments using the business case gradually build over the course and culminates in a business plan final project deliverable.

The course is presented in a blended format, with both weekly instructor-led classroom time and online discussion groups and assignments. It is built as a seven-week undergraduate college level elective course. It is proposed as a mid-level course within an IT Management Bachelor’s Program.


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