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COMP8019 - IT Service Management

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Title:IT Service Management
Long Title:IT Service Management
Module Code:COMP8019
 
Duration:1 Semester
Credits: 5
NFQ Level:Advanced
Field of Study: Computer Science
Valid From: Semester 1 - 2021/22 ( September 2021 )
Module Delivered in 1 programme(s)
Next Review Date: May 2022
Module Coordinator: Sean McSweeney
Module Author: PAT MC CARTHY
Module Description: IT Service Management provides guidance on the implementation of IT services as a strategic asset.
Learning Outcomes
On successful completion of this module the learner will be able to:
LO1 Appraise service strategy and service design principles, techniques and relationships.
LO2 Evaluate the key policies and best practice principles that aid effective service transition.
LO3 Analyse service operation principles, techniques and relationships and their application to the delivery and support of IT services at agreed levels.
LO4 Appraise frameworks to enhance the quality of IT services within an organization.
LO5 Evaluate roles and responsibilities within IT Service Management and the activities and functions to achieve Service Design excellence
LO6 Demonstrate skills and knowledge of IT Service Management principles using ITSM vendor platforms.
Pre-requisite learning
Module Recommendations

This is prior learning (or a practical skill) that is strongly recommended before enrolment in this module. You may enrol in this module if you have not acquired the recommended learning but you will have considerable difficulty in passing (i.e. achieving the learning outcomes of) the module. While the prior learning is expressed as named MTU module(s) it also allows for learning (in another module or modules) which is equivalent to the learning specified in the named module(s).

Incompatible Modules
These are modules which have learning outcomes that are too similar to the learning outcomes of this module. You may not earn additional credit for the same learning and therefore you may not enrol in this module if you have successfully completed any modules in the incompatible list.
No incompatible modules listed
Co-requisite Modules
No Co-requisite modules listed
Requirements

This is prior learning (or a practical skill) that is mandatory before enrolment in this module is allowed. You may not enrol on this module if you have not acquired the learning specified in this section.

No requirements listed
 

Module Content & Assessment

Indicative Content
IT Service Strategy
Strategy Management for IT services; Service Portfolio Management; Financial Management for IT services; Demand Management; Business Relationship Management
IT Service Design
Service Catalogue Management; Service Level Management; Supplier Management; Capacity Management; Availability Management; IT Service Continuity Management; Design Coordination.
IT Service Transition
Transition Planning and Support; Change Management; Release and Deployment Management; Service Validation and Testing; Service Asset and Configuration Management; Knowledge Management; Change Evaluation.
IT Service Operation
Request Fulfilment; Incident Management; Problem Management; Event Management; Access Management.
Continual Service Improvement
Service Reviews; Process Evaluation; Definition of CSI Initiatives; Monitoring of CSI Initiatives
Service Management Frameworks
ITIL; ISO20000; COBIT
Service Management Functions
IT Service Desk; Technical Management; Application Management; IT Operational Management.
IT Services and Cloud Service Models
Cloud service models; Cloud deployment models; Cloud service management; Hybrid IT
ITSM Platforms
Servicenow, JIRA and other IT Service Management environments.
Assessment Breakdown%
Course Work100.00%
Course Work
Assessment Type Assessment Description Outcome addressed % of total Assessment Date
Multiple Choice Questions In Class Exam based on service management lifecycle 1,2,3,4 20.0 Week 7
Reflective Journal Lab Journal comprising of IT Service Management concepts and principles completed and submitted weekly. 3,4,5,6 30.0 Every Week
Project IT Service Management Report on implementing service management in an organisation using a recognised ITSM framework. 3,4,5,6 50.0 Week 12
No End of Module Formal Examination
Reassessment Requirement
Repeat examination
Reassessment of this module will consist of a repeat examination. It is possible that there will also be a requirement to be reassessed in a coursework element.

The institute reserves the right to alter the nature and timings of assessment

 

Module Workload

Workload: Full Time
Workload Type Workload Description Hours Frequency Average Weekly Learner Workload
Lecture Lecture delivering theory underpinning learning outcomes. 2.0 Every Week 2.00
Lab Lab Practicals to support learning outcomes. 2.0 Every Week 2.00
Independent & Directed Learning (Non-contact) Independent Study. 3.0 Every Week 3.00
Total Hours 7.00
Total Weekly Learner Workload 7.00
Total Weekly Contact Hours 4.00
Workload: Part Time
Workload Type Workload Description Hours Frequency Average Weekly Learner Workload
Lecture Lecture delivering theory underpinning learning outcomes. 2.0 Every Week 2.00
Lab Lab Practicals To Support Learning Outcomes 2.0 Every Week 2.00
Independent & Directed Learning (Non-contact) Independent Study. 3.0 Every Week 3.00
Total Hours 7.00
Total Weekly Learner Workload 7.00
Total Weekly Contact Hours 4.00
 

Module Resources

Recommended Book Resources
  • Kevin J Smyth 2017, The Practical Guide To World-Class IT Service Management,, 1st Ed., The Anima Group U.S.A [ISBN: 978-057818898]
  • ITIL editor 2016, ITIL Practitioner Guidance, 1st Ed., Stationary Office UK UK [ISBN: 9780113314874]
  • Ahmed Fawzy 2018, A Practitioner Guide To IT Services Transformation: A Complete Service Improvement Method Using Business Analysis, Process Modeling, and ITSM, 1st Ed., Idea for IT Press U.S.A [ISBN: 978-194981403]
Supplementary Book Resources
  • Claire Agutter 2012, ITIL Foundation Handbook, 3rd Ed., The Stationery Office UK [ISBN: 9780113313495]
  • Colin Rudd, ITIL Service Design (Paperback), TSO [ISBN: 9780113310470]
  • Thomas Erl, Robert Cope, Amin Naserpour, Cloud Computing Design Patterns, Prentice Hall [ISBN: 9780133858563]
Supplementary Article/Paper Resources
  • M Mora, JM Gomez, RV O'Connor et al 2015, An Extensive Review of IT Service Design in Seven International ITSM Processes Frameworks: Part I, International Journal of Information Technologies and Systems Approach, July-December 2014, Vol. 7, No. 2
  • M Mora, JM Gomez, RV O'Connor et al 2015, An Extensive Review of IT Service Design in Seven International ITSM Processes Frameworks: Part II, International Journal of Information Technologies and Systems Approach, January-June 2015, Vol. 8, No. 1
Other Resources
 

Module Delivered in

Programme Code Programme Semester Delivery
CR_KITMN_8 Bachelor of Science (Honours) in IT Management 7 Mandatory

Cork Institute of Technology
Rossa Avenue, Bishopstown, Cork

Tel: 021-4326100     Fax: 021-4545343
Email: help@cit.edu.ie