PV203 IT Services Management

Faculty of Informatics
Spring 2021
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
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
The course is taught annually.
The course is taught: every week.
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.
  • Enrolment Statistics (recent)
  • Permalink: https://is.muni.cz/course/fi/spring2021/PV203