IT Service Management

IT service management is an approach that helps organizations align and understand their IT divisions as true service providers supporting day-to-day operational and business needs. In the Canadian context, where institutions navigate a mix of federal privacy laws, provincial regulations and sector-specific expectations, effective ITSM becomes a backbone for stability and trust. This course utilizes the IT Infrastructure Library (ITIL) to teach the concepts, procedures and best practices essential in IT operations. In other words, the focus is on managing everything that happens after an IT system has been built. The continuous run of productive, everyday IT activities that keep a company moving. The course also reflects the growing importance of AI governance and cybersecurity in Canada’s technology landscape. Students will consider how ITSM practices help manage AI tools responsibly, strengthen cyber readiness, and ensure that operational processes remain resilient in an era of automated decision-making and increasingly complex threats.