Registry

Module Specifications

Current Academic Year 2012 - 2013
Please note that this information is subject to change.

Module Title IT Service Management
Module Code CA328
School School of Computing
Online Module Resources

Module Co-ordinatorSemester 1: Ray Walshe
Semester 2: Ray Walshe
Autumn: Ray Walshe
NFQ level 8 Credit Rating 10
Pre-requisite None
Co-requisite None
Compatibles None
Incompatibles None
Description
The aim of this module is to raise students' awareness of important issues of IT service management; to explain the customer's perspective of IT's contribution to businesses; to explore issues relating to the field of IT service management; to contrast technology-centered approaches to IT management and business interaction; to discuss and cover important frameworks used in practice so that the students can understand the potential value of each instrument.-to familiarise students with the importance of organisational issues and change management

Learning Outcomes
1. Evaluate the importance of IT service management issues
2. Demonstrate the customer's perspective of IT's contribution to the business
3. Have gained knowledge of a process-focus of IT service management
4. Comprehend methodological approaches which have been used to design and implement successful IT service management strategies
5. Evaluate and apply important methodological approaches of IT service management
6. Have gained knowledge on the Information Technology Infrastructure Library (ITIL) and the Service Lifecycle approach



Workload Full-time hours per semester
Type Hours Description
Lecture24No Description
Directed learning12No Description
Independent learning214No Description
Total Workload: 250

All module information is indicative and subject to change. For further information,students are advised to refer to the University's Marks and Standards and Programme Specific Regulations at: http://www.dcu.ie/registry/examinations/index.shtml

Indicative Content and Learning Activities
Introduction to IT Service Management.
Overview of Frameworks for IT Management.

Information Technology Infrastructure Library (ITIL) Application Services Library (ASL) Business Information Services Library (BISL) Microsoft Operations Framework (MOF) Control Objectives for Information and Related Technology (CobiT) HP IT Service Management Reference Model Information Technology Process Model eSourcing Capability Model for Service Providers (eSCM_SP) eSourcing Capability Model for Client Organizations (eSCM-CL).
Sourcing and procurement.

Methodological ERP acquisitions Relationship management IT outsourcing Best practice in acquisition and procurement management: the Information Services Procurement Library.
Metrics.

Enforcing performance guarantees based on performance service levels GQM applied in IT Service Management Service level measurement Service level certification IT Balanced Scorecard.
Maturity.

The future of the IT organization Professionalization of ICT-management organizations Quality management Total Quality Management Six Sigma IT Service Capability Maturity Model.
Functions and Processes.

Introduction to Functions and Processes Functions and Processes in Service Strategy Functions and Processes in Service Design Functions and Processes in Service Transition Functions and Processes in Service Operation Functions and Processes in Continual Service Improvement.
Organizational aspects.

Embedding and managing IT processes in an organization Implementation of IT process models Competence management Knowledge management and the IT Service Management organization Organizational improvement and culture Change Management and cultural change IT Governance.
ITIL Service lifecycle.

Introduction to the Service Lifecycle Service strategy Service design Service transition Service operation Continual service improvement.
Practical guidance and Case Studies.

Tools and instruments Case Studies.
Assessment Breakdown
Continuous Assessment60% Examination Weight40%
Course Work Breakdown
TypeDescription% of totalAssessment Date
ProjectProject to desing and develop an ITSM assessment approach (including a report)50%n/a
PresentationSeveral Presentations and Discussion10%n/a
Reassessment Requirement
Resit arrangements are explained by the following categories;
1 = A resit is available for all components of the module
2 = No resit is available for 100% continuous assessment module
3 = No resit is available for the continuous assessment component
This module is category 3
Indicative Reading List
  • Rob Addy.: 0, Effective IT Service Management, Springer,
  • van Bon, J.:: 2007, Foundations of IT Service Management based on ITIL V3, Van Haren Publishing, 789087530570
  • Jan Van Bon,: 0, IT Service Management Guide: Vol. 1, 9780201737929
  • Jan Van Bon (Chief Editor) (Editor), Tieneke Verheijen (Editor): 0, Frameworks for IT Management, 978-9077212905
  • Randy A. Steinberg,: 0, Implementing ITIL, 9781412066181
Other Resources
None
Array
Programme or List of Programmes
ECBSc in Enterprise Computing
Timetable this semester: Timetable for CA328
Date of Last Revision07-JUN-11
Archives:
DCU
Address
The Helix
3U
NDP
Government
EU
Disclaimer | Privacy