Module Descriptors
SERVICE MANAGEMENT AND ITIL
COIS50512
Key Facts
Faculty of Computing, Engineering and Sciences
Level 5
15 credits
Contact
Leader: Nicholas Decourt
Email: N.Decourt@staffs.ac.uk
Hours of Study
Scheduled Learning and Teaching Activities: 36
Independent Study Hours: 114
Total Learning Hours: 150
Assessment
- COURSEWORK weighted at 100%
Module Details
Module Special Admissions Requirements
None.
Module Texts
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
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
Module Resources
Access to PC with Internet
Library facilities
Library facilities
Module Learning Strategies
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.
Module Indicative Content
Service Management will cover:-
Best Practice IT in Management via IT infrastructure Library (ITIL), COBIT, ISO20,000 etc. to support 'end to end' Service Management including;
- Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement of ITIL Version 3.
- Service Operation (covering service desk, incident, problem, 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).
Best Practice IT in Management via IT infrastructure Library (ITIL), COBIT, ISO20,000 etc. to support 'end to end' Service Management including;
- Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement of ITIL Version 3.
- Service Operation (covering service desk, incident, problem, 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).
Module Additional Assessment Details
A coursework weighted at 100% assessing Learning Outcomes 1, 2, 3 and 4.
There will be continual 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%).
There will be continual 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%).