Service Management will cover:-
Best Practice IT in Management via IT infrastructure Library (ITIL), COBIT, ISO2002, ISF standards etc. to support `end to end? Service Management including;
- Service Delivery (relating service level IT financial, capacity, IT service continuity and availability management).
- Service Support (covering service desk, incident, problem, configuration, change and release management).
- Utilisation of Service Oriented Architecture (SOA) together with IP providers in digital business.
- Security and business continuity.
- Aspects of flatter decentralised, flexible agile businesses relying on nearly instant information uniquely suited to specific markets or customers using digital technology for integrating Supply Chain Management (SCM), Customer Relationship Manager (CRM), Enterprise Resource Management (ERP) and Knowledge Management (KM).

Addy R (2007), Effective IT Service Management to ITIL and Beyond!, Spring Berlin Heidelberg, New York, ISBN: 978-3-540-73197-9
Malone T, Wedemeyer M, Blokdijk G (2008), ITIL V3 Foundation Complete Certification Kit - Study Guide Book and Online Course, Emereo Pty Limited, ISBN-13: 978-0980485240
Jan van Bon and Arjen de Jong (2007), IT Service Management: An Introduction, Based on ISO 2000 and ITIL V3 (ITSM Library), Edited Jayne Wilkinson, Van Haren Publishing, ISBN-13: 978-9087530518
Hurwitz J, Bloor R, Baroudi C and Kaufman M (2007) Service Oriented Architecture for Dummies, Wiley Publisher Inc, ISBN-13: 978-0-470-05435-2

A coursework weighted at 100% assessing Learning Outcomes 1, 2, 3 and 4.
There will be contiual assessment using enquiry based learning in class in the form of themed topics defined by tutor (20%).
The assignment will be paper based on a group case study using sound secondary research and effective literature review. An advisory word limit of 4,000 words and presentation (80%).

None.

Access to PC with Internet
Library facilities

Assessment takes the form of continual assessment using enquiry based learning involving individual and group work. Teaching will involve two lectures and one tutorial/practical session per week. Tutorial will involve case studies (1:n)2 (1:20)1.