COURSE SYLLABUS
IT Service Management, 7.5 credits
IT Service Management, 7,5 högskolepoäng
Course Syllabus for students Autumn 2020
| Course Code: | TSMN19 |
| Confirmed by: | Dean Apr 6, 2018 |
| Revised by: | Director of Education Jun 26, 2020 |
| Valid From: | Aug 1, 2020 |
| Version: | 2 |
| Education Cycle: | First-cycle level |
| Disciplinary domain: | Technology |
| Subject group: | TE9 |
| Specialised in: | G2F |
| Main field of study: | Informatics |
Intended Learning Outcomes (ILO)
After a successful course, the student shall
Knowledge and understanding
- display knowledge of the work process model ITIL and how it can be used for measuring effectiveness and managing work in the field of IT
- demonstrate comprehension of the importance of defining, measuring and reporting to demonstrate economic sustainability
- display knowledge of service agreements, penalties and related concepts
- demonstrate comprehension of a process oriented approach
- demonstrate comprehension of the importance of defining, measuring and reporting to demonstrate economic sustainability
- display knowledge of service agreements, penalties and related concepts
- demonstrate comprehension of a process oriented approach
Skills and abilities
- demonstrate the ability of handling cases within ITSM (IT Service Management), using a professional approach
Judgement and approach
- demonstrate the ability to evaluate different processes for ITSM (IT Service Management), using a business perspective
Contents
The course presents how to work with a professional approach in the IT industry, for example, how to work with processes according to established models such as ITIL and how different matters are escalated through various levels within the company. The course also discusses how agreements with customers are formulated and how the customer and supplier are working with each other in terms of commitments, obligations and penalties in a possible breach of contract.
The course includes the following elements:
- Theoretical models for SLA (Service Level Agreements)
- Standards for service production
- Measurement methods, tools and reporting systems
- Case management
- Supplier Assessment and procurement tactics
- Development and marketing of services
The course includes the following elements:
- Theoretical models for SLA (Service Level Agreements)
- Standards for service production
- Measurement methods, tools and reporting systems
- Case management
- Supplier Assessment and procurement tactics
- Development and marketing of services
Type of instruction
Lectures and project work.
The teaching is conducted in English.
Prerequisites
General entry requirements and completed 60 credits in first-cycle courses in informatics (or the equivalent).
Examination and grades
The course is graded 5,4,3 or Fail.
Registration of examination:
| Name of the Test | Value | Grading |
|---|---|---|
| Examination1 | 4 credits | 5/4/3/U |
| Project Work | 3.5 credits | U/G |
Course literature
The literature list for the course will be provided one month before the course starts.
Agutter, C. (2013). ITIL lifecycle essentials: your essential guide for the ITIL foundation exam and beyond. IT Governance Publishing (371 pages)
Agutter, C. (2020). ITIL Foundation Essentials ITIL 4 Edition - The ultimate revision guide (2nd ed.). IT Governance Publishing (79 pages)
Additional research articles will be distributed during the course.
Agutter, C. (2013). ITIL lifecycle essentials: your essential guide for the ITIL foundation exam and beyond. IT Governance Publishing (371 pages)
Agutter, C. (2020). ITIL Foundation Essentials ITIL 4 Edition - The ultimate revision guide (2nd ed.). IT Governance Publishing (79 pages)
Additional research articles will be distributed during the course.
Content updated 2015-06-24
