PV203 IT Services Management

Faculty of Informatics
Spring 2023
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)
Ing. Vladimír Vágner (lecturer), Ing. Leonard Walletzký, Ph.D. (deputy)
Guaranteed by
Ing. Leonard Walletzký, Ph.D.
Department of Computer Systems and Communications – Faculty of Informatics
Supplier department: Department of Computer Systems and Communications – Faculty of Informatics
Timetable
Tue 14. 2. to Tue 9. 5. Tue 16:00–17:50 A217
  • Timetable of Seminar Groups:
PV203/CIC_Visit_1: No timetable has been entered into IS. V. Vágner
PV203/CIC_Visit_2: No timetable has been entered into IS. V. Vágner
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 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
    recommended literature
  • 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
  • ST. AMANT, Kirk. 2010. IT Outsourcing: Concepts, Methodologies, Tools, and Applications (4 Volumes). East Carolina University, USA. ISBN 978-1-60566-770-6
  • 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: ITSMF Czech Republic http://www.itsmf.cz
  • 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
  • Internet: IT Service Management forum http://www.itsmfi.org
  • PERSEE, James. 2012. The IT Service Management Process Manual. Van Haren Publishing. ISBN eBook : 978-90-8753-018-1
  • 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
  • ASHLEY, Ed. 2008. Outsourcing For Dummies. Viley Publishing. ISBN: 978-0-47022-687-2
  • Internet: IBM https://www-935.ibm.com/services/cz/cs/outsourcing/index.html?lnk=mhse-czcs
  • OSHRI, Ilan. 2015. The Handbook of Global Outsourcing and Offshoring 3rd edition. ISBN 978-1-137-43744-0
    not specified
  • HURWITZ, Judith. 2009. Service Management for Dummies. ISBN: 978 0 470 44058 2
Teaching methods
lectures, class discussion, presentations by professionals in the domain
Assessment methods
The exam is the test containing 23 questions. It is required to achieve at least 51% success in answering.
Language of instruction
English
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 2015, Spring 2016, Spring 2017, Spring 2018, Spring 2019, Spring 2020, Spring 2021, Spring 2022, Spring 2024, Spring 2025.
  • Enrolment Statistics (Spring 2023, recent)
  • Permalink: https://is.muni.cz/course/fi/spring2023/PV203