20 credits at level HE7
Providing an IT service can be complicated. It is common for a company to employ multiple teams of specialists and/or external organisations. There can be multiple applications, customers and sites. At any point in time there can be an infinite number of problems outstanding or 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 commonly employed in the management and planning of an IT service. It also investigates project management and gives an overview of the management, planning, procedures and issues that affect the successful delivery of a project.
Who can benefit?
IT specialists working in industry soon realise that the technical aspect of their role at work is only part of their duties and they quickly become involved in the wider industrial and business environment of which their organisation is a part. An understanding of this environment will help them contribute most effectively to the organisation and progress to take on more responsibility. This module is relevant to anyone working in the IT industry.
The specific aims of this module are:
1. to provide an understanding of the ITIL defined disciplines that make up an IT service and how they inter-relate.
2. to encourage a focus on customer requirements and service.
3. to understand the management and resolution of problems in an IT environment.
4. to provide an understanding of planning and managing IT projects, including physical, human and financial resources
5. to develop competence in project planning and management and provide a background for project implementation.
6. to provide compitence in using project management software
Essentials of service management :
Service Level Management : SLA and OLA.
Help desks : Incident control, problem management, Incident/problem/change lifecycle.
Software control and distribution.
Contingency and Availability management.
Essentials of project management :
Task attributes: types, relationships, durations, contingency
Resources and their allocation: types, utilisation,
Risk management: definition, assessment, log, reduction, monitoring
Formal project management methods: network diagrams, gantt charts, current methodologies
Project finance: direct costs, indirect costs, external costs, cash flow, budgeting and reporting
Project planning: tasks, risk, contingency, resources
Project implementation: monitoring, review, corrective actions
Multiple projects: concurrent projects, resource allocation,
Projects with distributed resources
The module will be taught by a combination of lectures, tutorials, seminars, practicals 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.
NB Where this module is offered online (via BoltOnline) lectures and seminars delivered by Elluminate.
The delivery will be as follows :
Formal lectures - 10
Tutorials/seminars/practicals - 30
Course work - 80
Directed reading and self directed learnings - 80
Total hours 200
The module is assessed by two equally weighted assignments. The focus of the first assignment is service management, where as the second assignment will be geared towards project management.
Each assignment will be based on a realistic case study and will allow the student to demonstrate expertise in the learning outcomes identified below.
when you have successfully completed this module you will:
to demonstrate that you have achieved the learning outcome you will:
|1.||Produce and justify a plan for a project.||Establish the criteria and produce a project plan for a specific set of circumstances as outlined in a case study|
|2.||Employ a range of specialist skills to implement aspects of a project plan and evaluate the effectiveness of the plan.||Evaluate risk and develop a strategy to minimise risk by developing techniques for estimating direct costs, producing project budgets and projecting cash flow and optimising as appropriate.|
|3.||Dissect the activities of an IT department into manageable disciplines and explain the necessary interactions||Analyse the structure of an IT service provider and recommend, with justification, a management structure|
|4.||Produce a service level agreement to a professional standard.||Critically assess the role and importance of service level management including the contents of a service level agreement. Produce an SLA that reflects a specified set of business needs|
Your achievement of the learning outcomes for this module will be tested as follows:
|Description||Case study assignment||Case study assignment|
There are no prerequisites for this module.
No restrictions apply.
McNurlin & Sprague, Information Systems Management in Practice, Prentice Hall, 2001
Central Computer & Telecommunications Agency ( CCTA ), IT infastructure library, The Business Perspective on your IT Infastructure : Understanding and improving, 1996, HMSO.
Lock D. Project Management, 7th Edition, Gower, 2000
Lock D. The Essentials of Project Management, Gower, 2001
Kliem R, The People Side of Project Management, Gower, 1994
Nicholas, J. Managing Business and Engineering Projects, Prentice Hall, 1990
Andersen, E. Goal Directed Project Management, Kogan Page 1995
Spinner, P. Elements of Project Management, Prentice Hall, 1992
Kliem, R. The People Side of Project Management, Gower, 1994
Chicken, J.C. Managing risks and decisions in major projects, Chapman and Hall, 1994
CICA Using Computers for Project Management Construction Industry Computing Association
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