FI:PV203 IT Services Management - Course Information

PV203 IT Services Management

Extent and Intensity

2/0/0. 2 credit(s) (plus extra credits for completion). Recommended Type of Completion: zk (examination). Other types of completion: z (credit).

Teacher(s)

doc. Mouzhi Ge, Ph.D. (lecturer)
Ing. Vladimír Vágner (lecturer), Ing. Leonard Walletzký, Ph.D. (deputy)

Guaranteed by

doc. Mouzhi Ge, Ph.D.
Department of Computer Systems and Communications – Faculty of Informatics
Supplier department: Department of Computer Systems and Communications – Faculty of Informatics

Timetable

Mon 17. 2. to Fri 15. 5. Mon 16:00–17:50 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

there are 73 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 points out solutions and proccesses mainly used in area of IT services.

Learning outcomes

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

• Service science
• IS/IT outsourcing
• Delivery center model
• Customer Support Center
• Server System Operations & Desktop Client Support
• Practical exercise
• Network Services Delivery
• Information Technology Infrastructure Library
• Outsourcing Infrastructure Services, Customer Support Services
• Further development of IS/IT outsourcing services

Literature

• Internet: IT Service Management forum http://www.itsmfi.org
• HURWITZ, Judith. 2009. Service Management for Dummies. ISBN: 978 0 470 44058 2
• Internet: ITSMF Czech Republic http://www.itsmf.cz
• PERSEE, James. 2012. The IT Service Management Process Manual. Van Haren Publishing. ISBN eBook : 978-90-8753-018-1
• ST. AMANT, Kirk. 2010. IT Outsourcing: Concepts, Methodologies, Tools, and Applications (4 Volumes). East Carolina University, USA. ISBN 978-1-60566-770-6
• OSHRI, Ilan. 2015. The Handbook of Global Outsourcing and Offshoring 3rd edition. ISBN 978-1-137-43744-0
• Internet: IBM https://www-935.ibm.com/services/cz/cs/outsourcing/index.html?lnk=mhse-czcs
• BERNARD, Pierre. 2014. IT Service Management based on ITIL 2011 Edition. Van Haren Publishing. ISBN HC: 978 94 018 0017 4. ISBN eBook: 978 94 018 0556 8
• THEJENDRA B. S. 2008, 2014. Practical IT Service Management. A concise guide for busy executives. ISBN 1st ed.: 978 1 905356 40 9. ISBN 2nd ed.: 978 1 84928 547 6
• ASHLEY, Ed. 2008. Outsourcing For Dummies. Viley Publishing. ISBN: 978-0-47022-687-2
• SPARROW, Elizabeth. 2003. Successful IT Outsourcing. From Choosing a Provider to Managing the Project. ISBN eBook: 978-1-4471-0061-4. ISBN HC: 978-1-85233-610-3
• Internet: AXELOS (ITIL) https://www.axelos.com/best-practice-solutions/itil
• Information Resources Management Association (USA). 2014. Cloud Technology: Concepts, Methodologies, Tools, and Applications (4 Volumes). ISBN: 978-1-46666-539-2

Teaching methods

lectures, class discussion, presentations by professionals in the domain

Assessment methods

Successful completion of the course is to commit 2 of 3 homework assigned. The exam is the test containing 30 questions. It is required to achieve 60% correct answers.

Language of instruction

English

Further Comments

Study Materials
The course is taught annually.

• Enrolment Statistics (Spring 2020, recent)
  
• Permalink: https://is.muni.cz/course/fi/spring2020/PV203