FI:PV203 IT Services Management - Course Information
PV203 IT Services Management
Faculty of InformaticsSpring 2010
- Extent and Intensity
- 2/0. 2 credit(s) (plus extra credits for completion). Recommended Type of Completion: zk (examination). Other types of completion: z (credit).
- Teacher(s)
- RNDr. Stanislav Michelfeit (lecturer), RNDr. Zdenko Staníček, Ph.D. (deputy)
RNDr. Zdenko Staníček, Ph.D. (lecturer) - Guaranteed by
- prof. RNDr. Václav Matyáš, M.Sc., Ph.D.
Department of Computer Systems and Communications – Faculty of Informatics
Contact Person: RNDr. Zdenko Staníček, Ph.D. - Timetable
- Mon 18:00–19:50 A107
- Course Enrolment Limitations
- The course is also offered to the students of the fields other than those the course is directly associated with.
- fields of study / plans the course is directly associated with
- there are 40 fields of study the course is directly associated with, display
- Course objectives
- This subject shows the emergence of service science, a new multidisciplinary area of study, to address the challenge of becoming more systematic about innovating in services. The subject point out solutions and proccesses mainly used in area of IT services.
At the end of the course students should be able:
to understand the paradigm shift from goods economy to service economy;
to undestand outsourcing and data centers services;
to formulate a Service Level Agreement;
to understand the SaaS - Software as a Service approach. - Syllabus
- Services science
- IS/IT outsourcing
- IDC model – overview
- Customer Support Center
- Server System Operations & Desktop Client Support
- Practical exercise – SSO/DCS v IBM GSDC
- Network Services Delivery
- Mainframe services
- Outsourcing Infrastructure Services, Customer Support Services
- Further development of IS/IT outsourcing services
- Literature
- Case studies from IBM Integrated Service Delivery Centre
- Internet
- Teaching methods
- lectures, class discussion, presentations by professionals in the domain
- Assessment methods
- continuous checking by inquiries on clases. Exam and credit is conditioned by inquiries from at least 10 classes.
- Language of instruction
- Czech
- Further Comments
- Study Materials
The course is taught annually.
- Enrolment Statistics (Spring 2010, recent)
- Permalink: https://is.muni.cz/course/fi/spring2010/PV203