Module content

Service management is an integrated set of value-driven management practices supporting organizationally defined requirements to meet organizational goals and objectives. Using a retail-based simulation, we explore core service management principles. As the scenarios within the simulation are presented, typical key challenges of any transformation initiative are experienced. These challenges and how the group overcomes them, illustrate the principles that are the foundation of any service management model. Using the discoveries from the simulation, this module investigates four key service management philosophies and their supporting improvement models. Each model that we explore has various strengths and weaknesses and we will focus on the need for today’s service manager to be able to incorporate various models to create a management system that is ‘fit for purpose’ for their organization. ITIL, ISO/IEC 20000, COBIT® and CMMI®-SVC will be presented as an interrelated body of knowledge with the focus on understanding the various models and their influence in managing the strategic, design, transition, operational and improvement activities of an organization. Once the central concept of understanding what is value-driven performance, the service manager can then create the management system that effectively and efficiently delivers the required functionality at the appropriate configuration. While the focus environment is IT, these same principles are applicable to any organizational area.

Module title

IT Service Management

Module status






Number of hours:

60 [(L+E+S) = 40 + 0 + 20 ]

L= lectures; S= seminars; E= exercises;


Module tag



Van Hove, S. D. and Thomas, M. (2016). Pragmatic application of service management: The five anchor approach (2nd ed.). Cambridgeshire, UK: IT Governance.

Supplementary literature

Orand, B. and Villarreal, J. (2011): Foundations of IT Service Management with ITIL CreateSpace Independent Publishing Platform.
Steinberg, R. A. (2013): Measuring ITSM: Measuring, Reporting, and Modeling the IT Service Management Metrics that Matter Most to IT Senior Executives Paperback. Trafford
ISO. (2011). ISO/IEC 20000-1: Information technology – Service management – Part 1: Service management system requirements. Geneva: ISO.
SEI. (2010). CMMI® for services, version 1.3. Pittsburgh, PA: Carnegie Mellon University.
ISACA. (2014). Basic Foundational Concepts Student Book: Using COBIT® 5. Rolling Meadows, IL: ISACA.