FI:PV203 IT Services Management - Course Information

PV203 IT Services Management

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)
Mgr. Jitka Kitner (assistant)

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 G101

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

• Applied Informatics (programme FI, B-AP)
• Applied Informatics (programme FI, N-AP)
• Information Technology Security (programme FI, N-IN)
• Bioinformatics (programme FI, B-AP)
• Bioinformatics (programme FI, N-AP)
• Information Systems (programme FI, N-IN)
• Informatics with another discipline (programme FI, B-FY)
• Informatics with another discipline (programme FI, B-IO)
• Informatics with another discipline (programme FI, B-MA)
• Informatics with another discipline (programme FI, B-TV)
• Mathematical Informatics (programme FI, B-IN)
• Parallel and Distributed Systems (programme FI, B-IN)
• Parallel and Distributed Systems (programme FI, N-IN)
• Computer Graphics and Image Processing (programme FI, B-IN)
• Computer Graphics (programme FI, N-IN)
• Computer Networks and Communication (programme FI, B-IN)
• Computer Networks and Communication (programme FI, N-IN)
• Computer Systems and Data Processing (programme FI, B-IN)
• Computer Systems (programme FI, N-IN)
• Embedded Systems (eng.) (programme FI, N-IN)
• Programmable Technical Structures (programme FI, B-IN)
• Embedded Systems (programme FI, N-IN)
• Service Science, Management and Engineering (eng.) (programme FI, N-AP)
• Service Science, Management and Engineering (programme FI, N-AP)
• Theoretical Informatics (programme FI, N-IN)
• Upper Secondary School Teacher Training in Informatics (programme FI, N-SS) (2)
• Artificial Intelligence and Natural Language Processing (programme FI, B-IN)
• Artificial Intelligence and Natural Language Processing (programme FI, N-IN)
• Image Processing (programme FI, N-AP)

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 2011, recent)
  
• Permalink: https://is.muni.cz/course/fi/spring2011/PV203