This part introduces the basic concepts of service management and the terminology used in enterprise IT operations.
This part builds on the foundations by examining how mature IT teams use ITIL processes to manage change and drive continual improvement.
This part introduces modern DevOps practices and SRE principles that enable organizations to deliver software rapidly while maintaining reliability and quality.
This part focuses on establishing a culture of learning from incidents without assigning blame, and using structured approaches to drive service improvements.
This part demystifies how vendors and managed service providers handle the customer journey from first outreach to renewal. Students learn how CRM platforms coordinate sales commitments with ongoing service delivery.
This part highlights how lean start-ups and small businesses bootstrap their IT stack, adopt lightweight tools, and scale processes as they grow.
This part explores how open-source communities collaborate and how data sovereignty principles protect Indigenous rights. Students learn to contribute responsibly and evaluate open-source solutions through an ethical lens.
This capstone brings teams together to refine final projects and present their work, integrating lessons from across the course.