PV203 IT Services Management

Faculty of Informatics
Spring 2015
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), Mgr. Jitka Kitner (deputy)
Guaranteed by
doc. RNDr. Eva Hladká, Ph.D.
Department of Computer Systems and Communications – Faculty of Informatics
Supplier department: Department of Computer Systems and Communications – Faculty of Informatics
Timetable
Mon 18:00–19:50 D2
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
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.
The course is also listed under the following terms Spring 2007, Spring 2008, Spring 2009, Spring 2010, Spring 2011, Spring 2012, Spring 2013, Spring 2014, Spring 2016, Spring 2017, Spring 2018, Spring 2019, Spring 2020, Spring 2021, Spring 2022, Spring 2023, Spring 2024, Spring 2025.
  • Enrolment Statistics (Spring 2015, recent)
  • Permalink: https://is.muni.cz/course/fi/spring2015/PV203