Quality Management in IT Services

Quality Management in IT Services

Purpose and Background : Information technology (IT) is a vital part of business processes, IT services must satisfy the business’ demands and support the business’ IT systems. IT support services are a key factor for minimising IT failures and sustain the business performance. Due to the competitive environment an IT department must meet or exceed the expectations from the organisation. Thus to ensure quality of IT services, IT operations must be systematically planned and aligned to the organisation’s requirements. IT Service Management provides a process framework, guidelines, and metrics; it aims to align IT and business to optimise IT services

Learning Objectives:

To analyse how an IT helpdesk service can be improved in order to align with the organisation’s expectations.

Benefits for Participants:

By the end of this course you will be able to:

  • read data from persistent storage and load it into Apache Spark,
  • manipulate data with Spark and Scala,
  • express algorithms for data analysis in a functional style,
  • recognize how to avoid shuffles and recomputation in Spark,

     Outline:

The training is scheduled for two (2) days; each day starting from 9:00 – 17.00 PM with coffee break during each morning

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