Module Descriptor

04/11/2012

Code:

CE00979-5

Version:

2

Approval Status:

Valid Current

Title:

SERVICE MANAGEMENT AND ITIL

Section:

Computing, Engineering and Sciences

Level:

5

Contact

E-mail Address

VLE

NICO DECOURT

[email-masked]

Blackboard

Pattern Of Delivery

Credits

15

Contact Hours

Independent Study Hours

Total Learning Hours

36

114

150

Description of Pattern of
Delivery

Pattern 1, study 100% in period 1

Pattern 2, study 100% in period
2

Site

STAFFORD

Registration Conditions

Module Version Condition Text

None

Module Details

Assessment Details

A COURSEWORK weighted at 100%.

A coursework weighted at
100% assessing Learning Outcomes 1, 2, 3 and 4.
There will be
continual assessment using enquiry based learning in class in the
form of themed topics defined by tutor (20%).
The assignment will
be paper based on a group case study using sound secondary research
and effective literature review. An advisory word limit of 4,000
words and presentation (80%).

Indicative Content

Service Management will cover:-
Best Practice IT in
Management via IT infrastructure Library (ITIL), COBIT, ISO20,000
etc. to support 'end to end' Service Management including,
-
Service Strategy, Service Design, Service Transition, Service
Operation and Continual Service Improvement of ITIL Version 3.
-
Service Operation (covering service desk, incident, problem, change
and release management).
- Utilisation of Service Oriented
Architecture (SOA) together with IP providers in digital
business.
- Security and business continuity.
- Aspects of
flatter decentralised, flexible agile businesses relying on nearly
instant information uniquely suited to specific markets or customers
using digital technology for integrating Supply Chain Management
(SCM), Customer Relationship Manager (CRM), Enterprise Resource
Management (ERP) and Knowledge Management (KM).

Learning Strategies

Assessment takes the form of continual assessment using enquiry
based learning involving individual and group work. Teaching will
involve two lectures and one tutorial/practical session per week.
Tutorial will involve case studies (1:n)2 (1:20)1.

Prospectus Information

ITIL registered trademark of Government Commerce (OGC) - IT
Infrastructure Library (ITIL) 'best practice' guidelines on all
aspects of 'end to end' Service Management covers the complete
spectrum People, Processes, Products and use of Partners developed
in 1980's recently been revised and updated in line with modern
practices of distributed computing and the internet.

ITIL is
the most widely used management approach to delivery and support of
IT services and Infrastructure Service Support. ITIL mushroomed over
last 2 decades expanding from UK philosophy to become global
framework for Service Management using ITIL version 3.

Resources

Access to PC with Internet
Library facilities

Special Admissions Requirements

None.

Texts

Addy R (2007), Effective IT Service Management to ITIL and
Beyond!, Spring Berlin Heidelberg, New York, ISBN:
978-3-540-73197-9

Malone T, Wedemeyer M, Blokdijk G (2008),
ITIL V3 Foundation Complete Certification Kit - Study Guide Book and
Online Course, Emereo Pty Limited, ISBN-13: 978-0980485240
Jan
van Bon and Arjen de Jong (2007), IT Service Management: An
Introduction, Based on ISO 2000 and ITIL V3 (ITSM Library), Edited
Jayne Wilkinson, Van Haren Publishing, ISBN-13:
978-9087530518
Hurwitz J, Bloor R, Baroudi C and Kaufman M (2007)
Service Oriented Architecture for Dummies, Wiley Publisher Inc,
ISBN-13: 978-0-470-05435-2

Learning Outcome

1) UNDERSTAND AND EVALUATE THE PRINCIPLES OF IT INFRASTRUCTURE
LIBRARY (ITIL) IN 'END TO END' SERVICE MANAGEMENT.

Learning

2) SERVICE DELIVERY RELATING SERVICE LEVEL/I.T., FINANCIAL,
CAPACITY, SERVICE CONTINUITY AND AVAILABILITY MANAGEMENT.

Enquiry

3) SERVICE SUPPORT COVERING SERVICE DESK, INCIDENT, PROBLEM,
CONFIGURATION, CHANGE MANAGEMENT.

Communication

4) DISCUSS AND APPLY THE CONCEPTS OF ITIL AS PROVEN BEST
PRACTICES IN SERVICE MANAGEMENT AND INITIALISATION OF SERVICES
ORIENTED ARCHITECTURE.

Problem Solving