20 credits at level HE5
Providing an IT service can be complicated. It is common for an organisation to employ multiple teams of specialists and/or external organisations. There may also be a significant number of applications, customers and sites. At any point in time, there can be any number of problems outstanding and projects being undertaken.
It is not surprising therefore that IT service management has become a discipline in its own right. This module introduces those philosophies and techniques that dominate the provision of IT services in modern organisations.
Who can benefit?
Computing graduates working in industry soon realise that the technical aspect of their role is only part of their duties and that they are in fact part of a much larger machine providing services to business clients. An understanding of this environment will help them contribute most effectively to the organisation and progress to take on more responsibility. In the case of graduates working in small companies that lack a formal IT management structure, this module will enable them to introduce best practice to the daily operations of their organisation. This module is relevant to anyone involved in IT service provision.
The specific aims of this module are:
1. To provide a comprehensive understanding of Service Level Management
2. To critically assess the inter-related ITIL defined disciplines that make up an IT service
3. To equip students with information on current best practice and commonly employed management techniques.
4. To develop a model under which computing environments can be effectively controlled while managing incidents and encouraging continued development.
5. To ensure that our graduates enter the work place with a holistic view of the management models to which they will be subjected.
Service Level Management : SLA and OLA.
Service desks ( help desks ): Incident control, problem management, Incident/problem/change lifecycle.
Software control and distribution.
Contingency and availability management.
The module will be taught by a combination of lectures, tutorials, seminars and directed reading. The theoretical aspects will be covered in outline in the lectures and tutorials/seminars with the students expected to supply background research and analysis.
The module is assessed by two assignments. In the first assignment students will reflect on the subject of service management and current best practice. In the second assignment students will examine an existing organisation ( fictitious or real ) and will use what they have learned to resolve that organisation's problems.
when you have successfully completed this module you will:
to demonstrate that you have achieved the learning outcome you will:
|1.||Have a good understanding of the disciplines that constitute a modern IT service and their interrelation
||Describe and critically assess the disciplines identified by the Office of Government Commerce focusing on their interrelation and cooperation|
|2.||Be able to apply best practice and modern management philosophies to improve a service.||Create a realistic and beneficial set of procedures and managerial functions for an existing organisation (fictitious or real)|
|3.||Be capable of adapting established management techniques based on the specific requirements of a service||Research commonly employed approaches to each ITIL discipline and use this information to define a suitable approach for a specific scenario (fictitious or real)|
|4.||Understand the philosophy and focus of IT service management||Explain and justify the modern trend towards service provision and service level management.|
|5.||Literature review skills||Review current best practice in Service Management|
Your achievement of the learning outcomes for this module will be tested as follows:
There are no prerequisites for this module.
No restrictions apply.
Service Delivery OGC ISBN: 0113300174
Service Support OGC ISBN 0113300158
Application Management OGC ISBN 0113308663
Planning to Implement Service Management OGC ISBN 0113308779
( OGC : Office of Government Commerce )
|Host Subject Group:||Computing & Electronic Technology|
|User Name||Date Accessed||Action|