Module content

This module will explore the nature of a service, why it is important and how the specific services of an organizational service provider (IT) addresses the lifecycle of services - planning, designing, development, operationally managing, measuring and improving. A service organizational model will be developed to provide operational context for the concepts explored during the module. Concepts and principles will be applied through a case study. Through the use of simulation, you will also be able to experience an IT service organization in action. The focus of the module will be on the IT Infrastructure Library® (ITIL) though other Service Management frameworks will be explored, specifically COBIT 5 and ISO/IEC 20000 and how they all can serve as the backbone of good IT management practices. Finally, you will learn how the concepts in each of these frameworks are related to each other and how they support business needs.

Module title

IT Service Management

Module status

Mandatory

Semester

3

ECTS

6

Number of hours:

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

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

Faculty

Module tag

09517

Literature:

1. Orand, B. and Villarreal, J. (2011): Foundations of IT Service Management with ITIL CreateSpace Independent Publishing Platform.

Supplementary literature

Steinberg, R. A. (2013): Measuring ITSM: Measuring, Reporting, and Modeling the IT Service Management Metrics that Matter Most to IT Senior Executives Paperback. Trafford