Module Descriptors
SERVICE MANAGEMENT AND ITIL LEVEL 2
COIS51049
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: 6
Independent Study Hours: 144
Total Learning Hours: 150
Assessment
- COURSEWORK weighted at 100%
Module Details
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 Special Admissions Requirements
Prior study of ITIL V3 Foundation Certification or/and SERVICE MANAGEMENT AND ITIL LEVEL 1 CE02009-1 or equivalent
Only available for students on FCET Negotiated Undergradute awards
Only available for students on FCET Negotiated Undergradute awards
Module Learning Strategies
This module is intended for work based learners, and the delivery approach will come from the planned integration of work-based skills and academic learning through work-based activities.
Where possible the learning will take place in the workplace, using a combination of work activities, supported by private study, and using underpinning academic input provided by the University.
Where agreed, the University will deliver materials via VLE (e.g. Blackboard), Virtual classroom (e.g. DimDim), telephone conferencing and other appropriate technologies.
There will be no specific requirement for students to attend the University whilst studying this module, but where appropriate, arrangements may be made for face to face meetings, or classroom based delivery.
Where possible the learning will take place in the workplace, using a combination of work activities, supported by private study, and using underpinning academic input provided by the University.
Where agreed, the University will deliver materials via VLE (e.g. Blackboard), Virtual classroom (e.g. DimDim), telephone conferencing and other appropriate technologies.
There will be no specific requirement for students to attend the University whilst studying this module, but where appropriate, arrangements may be made for face to face meetings, or classroom based delivery.
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
Coursework 100%
Assessing all Learning Outcomes
Recommended word count = (3000 for 15 credit)
Students will be asked to complete a work based project which has been approved by both the employer and the University. The student will receive support from both an academic supervisor and a work based mentor.
Assessing all Learning Outcomes
Recommended word count = (3000 for 15 credit)
Students will be asked to complete a work based project which has been approved by both the employer and the University. The student will receive support from both an academic supervisor and a work based mentor.
Module Resources
Access to PC with Internet
Library facilities
Library facilities