Module Details

Module Code: COMP8019
Title: IT Service Management
Long Title: IT Service Management
NFQ Level: Advanced
Valid From: Semester 1 - 2021/22 ( September 2021 )
Duration: 1 Semester
Credits: 5
Field of Study: 4811 - Computer Science
Module Delivered in: 1 programme(s)
Module Description: IT Service Management provides guidance on the implementation of IT services as a strategic asset.
 
Learning Outcomes
On successful completion of this module the learner will be able to:
# Learning Outcome Description
LO1 Appraise service strategy and service design principles, techniques and relationships.
LO2 Evaluate the key policies and best practice principles that aid effective service transition.
LO3 Analyse service operation principles, techniques and relationships and their application to the delivery and support of IT services at agreed levels.
LO4 Appraise frameworks to enhance the quality of IT services within an organization.
LO5 Evaluate roles and responsibilities within IT Service Management and the activities and functions to achieve Service Design excellence
LO6 Demonstrate skills and knowledge of IT Service Management principles using ITSM vendor platforms.
Dependencies
Module Recommendations

This is prior learning (or a practical skill) that is strongly recommended before enrolment in this module. You may enrol in this module if you have not acquired the recommended learning but you will have considerable difficulty in passing (i.e. achieving the learning outcomes of) the module. While the prior learning is expressed as named MTU module(s) it also allows for learning (in another module or modules) which is equivalent to the learning specified in the named module(s).
Incompatible Modules
These are modules which have learning outcomes that are too similar to the learning outcomes of this module. You may not earn additional credit for the same learning and therefore you may not enrol in this module if you have successfully completed any modules in the incompatible list.
No incompatible modules listed
Co-requisite Modules
No Co-requisite modules listed
Requirements

This is prior learning (or a practical skill) that is mandatory before enrolment in this module is allowed. You may not enrol on this module if you have not acquired the learning specified in this section.
No requirements listed
 
Indicative Content
IT Service Strategy
Strategy Management for IT services; Service Portfolio Management; Financial Management for IT services; Demand Management; Business Relationship Management
IT Service Design
Service Catalogue Management; Service Level Management; Supplier Management; Capacity Management; Availability Management; IT Service Continuity Management; Design Coordination.
IT Service Transition
Transition Planning and Support; Change Management; Release and Deployment Management; Service Validation and Testing; Service Asset and Configuration Management; Knowledge Management; Change Evaluation.
IT Service Operation
Request Fulfilment; Incident Management; Problem Management; Event Management; Access Management.
Continual Service Improvement
Service Reviews; Process Evaluation; Definition of CSI Initiatives; Monitoring of CSI Initiatives
Service Management Frameworks
ITIL; ISO20000; COBIT
Service Management Functions
IT Service Desk; Technical Management; Application Management; IT Operational Management.
IT Services and Cloud Service Models
Cloud service models; Cloud deployment models; Cloud service management; Hybrid IT
ITSM Platforms
Servicenow, JIRA and other IT Service Management environments.
Module Content & Assessment
Assessment Breakdown%
Coursework100.00%

Assessments

Coursework
Assessment Type Multiple Choice Questions % of Total Mark 20
Timing Week 7 Learning Outcomes 1,2,3,4
Assessment Description
In Class Exam based on service management
lifecycle
Assessment Type Reflective Journal % of Total Mark 30
Timing Every Week Learning Outcomes 3,4,5,6
Assessment Description
Lab Journal comprising of IT Service Management
concepts and principles completed and submitted
weekly.
Assessment Type Project % of Total Mark 50
Timing Week 12 Learning Outcomes 3,4,5,6
Assessment Description
IT Service Management Report on implementing service management in an organisation using a recognised ITSM framework.
No End of Module Formal Examination
Reassessment Requirement
Repeat examination
Reassessment of this module will consist of a repeat examination. It is possible that there will also be a requirement to be reassessed in a coursework element.

The University reserves the right to alter the nature and timings of assessment

 

Module Workload

Workload: Full Time
Workload Type Contact Type Workload Description Frequency Average Weekly Learner Workload Hours
Lecture Contact Lecture delivering theory underpinning learning outcomes. Every Week 2.00 2
Lab Contact Lab Practicals to support learning outcomes. Every Week 2.00 2
Independent & Directed Learning (Non-contact) Non Contact Independent Study. Every Week 3.00 3
Total Hours 7.00
Total Weekly Learner Workload 7.00
Total Weekly Contact Hours 4.00
Workload: Part Time
Workload Type Contact Type Workload Description Frequency Average Weekly Learner Workload Hours
Lecture Contact Lecture delivering theory underpinning learning outcomes. Every Week 2.00 2
Lab Contact Lab Practicals To Support Learning Outcomes Every Week 2.00 2
Independent & Directed Learning (Non-contact) Non Contact Independent Study. Every Week 3.00 3
Total Hours 7.00
Total Weekly Learner Workload 7.00
Total Weekly Contact Hours 4.00
 
Module Resources
Recommended Book Resources
  • Kevin J Smyth. (2017), The Practical Guide To World-Class IT Service Management,, 1st. The Anima Group, U.S.A, [ISBN: 978-057818898].
  • ITIL editor 2016. ITIL Practitioner Guidance, 1st. Stationary Office UK, UK, [ISBN: 9780113314874].
  • Ahmed Fawzy 2018. A Practitioner Guide To IT Services Transformation: A Complete Service Improvement Method Using Business Analysis, Process Modeling, and ITSM, 1st. Idea for IT Press, U.S.A, [ISBN: 978-194981403].
Supplementary Book Resources
  • Claire Agutter. (2012), ITIL Foundation Handbook, 3rd. The Stationery Office, UK, [ISBN: 9780113313495].
  • Colin Rudd. ITIL Service Design (Paperback), TSO, [ISBN: 9780113310470].
  • Thomas Erl, Robert Cope, Amin Naserpour. Cloud Computing Design Patterns, Prentice Hall, [ISBN: 9780133858563].
Supplementary Article/Paper Resources
  • M Mora, JM Gomez, RV O'Connor et al. (2015), An Extensive Review of IT Service Design in Seven International ITSM Processes Frameworks: Part I, International Journal of Information Technologies and Systems Approach, July-December 2014, Vol. 7, No. 2,
    http://doras.dcu.ie/20308/1/oconnor_arti cle_JITSA_7(2).pdf
  • M Mora, JM Gomez, RV O'Connor et al. (2015), An Extensive Review of IT Service Design in Seven International ITSM Processes Frameworks: Part II, International Journal of Information Technologies and Systems Approach, January-June 2015, Vol. 8, No. 1,
    http://doras.dcu.ie/20556/1/oconnor_IJIT SA_8(1)_article.pdf
Other Resources
 
Module Delivered in
Programme Code Programme Semester Delivery
CR_KITMN_8 Bachelor of Science (Honours) in IT Management 7 Mandatory