PV214 IT Service Management based on ITIL

Faculty of Informatics
Autumn 2014
Extent and Intensity
2/0. 2 credit(s) (plus extra credits for completion). Type of Completion: zk (examination).
Ing. Aleš Studený (lecturer), Mgr. Jitka Kitner (deputy)
Guaranteed by
doc. RNDr. Eva Hladká, Ph.D.
Department of Computer Systems and Communications - Faculty of Informatics
Contact Person: RNDr. Zdenko Staníček, Ph.D.
Supplier department: Department of Computer Systems and Communications - Faculty of Informatics
Tue 10:00–11:50 A318
No pre-requisities are compulsory. It is recomended to have earned credits in SSME obligatory subjects.
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 the course is directly associated with
there are 32 fields of study the course is directly associated with, display
Course objectives
The course responds to the growing trend of world order, when everything will be provided in the form of services. This trend is evident in all sectors, but the most in the IT industry. Best practices providing IT services have been drawn up together with many professionals in the publications of the ITIL (Information Technology Infrastructure Library), which is based on the world standard ISO/IEC 20000.
Students can get acquainted with theoretical knowledge and practical experience of how to manage the delivery of IT services. This experience may apply not only to manage internal IT, but also for the management of IT companies. These principles can apply as well as in the management of any other organization whose goal is to deliver the service.
At the end of the course students should be able to: understand and explain the basics of IT Service Management and discover the importance of a systematic approach to management based on Information Technology Infrastructure Library (ITIL).
  • 1. An introduction to ITSM
    - An introduction to ITSM and ITIL history
    - Difference between ITIL V2 and ITIL V3
    - ITSM/ITIL terminology basic
    - Related methodology: CobiT, MOF
    - Basic overview of ISO/IEC 20000
    - Essential ITSM support tools: Configuration Management Database
    - CMDB, Service Desk - SPOC, Event Management
  • 2. Basic processes, functions and roles
    - General principle: PDCA
    - A quick overview of ITSM: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement
    - Main processes: Incident Management, Event Management, Problem Management, Request Fulfillment, Access and Identity Management
    - Function
    - Roles
  • 3. Service Asset & Configuration Management SACM
    - Configuration Management System CMS
    - Configuration Management Database CMDB
  • 4. Release management / Software Licenses
    - Terms and definitions
    - Deployment options: Big Bang + Pull/Push
    - SW license
    - Legal perspective in the Czech Republic
    - SW management processes
    - Basic overview of ISO/IEC 19770
  • 5. Change Management
    - Levels of Change Management
    - Request Fulfillment
    - Terms and definitions
    - Function
    - Roles)
  • 6. Knowledge Management KB
    - Knowledge Management Processes
    - Terms and definitions
    - The basic rules and principles DIKW
    - Views: Internal Team, End User, Red Book
  • 7. IT strategy and Service strategy
    - Service Strategy Processes
    - Practice of Service Strategy
    - ITIL and Service Lifecycle
    - Processes: ITSM: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement
    - Service Capacity and Continuity Management
    - Information Security Management
  • 8. Service Level Management
    - Terms and definitions
    - Contracts with the customer
    - Contracts with suppliers - internal and external
    - Measuring availability and its aspects
    - Ways how to measure
  • 9. Reporting
    - Terms and definitions
    - Reporting vs. Analysis
    - Views: CIO / IT pros / Business
    - Examples of reports
    - The most important key performance indicators (KPIs) and critical success factors CSF
  • 10. Financial Management for IT Services
    - Financial Management
    - IT cost tracking
    - Methods of accounting for IT services
    - Budgeting Methods: IT Cost / IT Service Cost
    - IT Cost Center: Expense vs. Revenue Model
  • 11. ITSM implementation in practice
    - The main principles of management ITSM processes
    - The main principles of ITSM management projects
    - Pitfalls in implementing ISO/IEC 20000
    recommended literature
  • The ITIL Service Strategy Book. ISBN 0113310455
  • The ITIL Service Design Book. ISBN 0113310471
  • ITIL Continual Service Improvement – ISBN 0113310498
  • ITIL Service Operation – ISBN 0113310463
  • ITSM - ISO/IEC DIS 20000 – ISBN 807283186
  • ITIL 2011 overview, Nadin Ebel – ISBN 9788025137321
  • ITIL Service Transition – ISBN 011331048X
  • ITIL Introduction to Service Lifecycle – ISBN 0113310617
Teaching methods
Lectures, Class-room discussion, Video watching, Reading
Participation of other experts from the domain of course
Possibility of practical exercises directly in a live virtual environment
Practical deployment of ITSM to a virtual company
Assessment methods
Written and oral examination at the level of the ITIL Foundation.
The exam consists of a written part and discussion on topics learned.
Percentage distribution of grading: written examination = 50%, oral examination = 25%, activity during the course = 25%.
Language of instruction
Further comments (probably available only in Czech)
Study Materials
The course is taught annually.
The course is also listed under the following terms Spring 2010, Spring 2011, Autumn 2013, Autumn 2015, Autumn 2016, Autumn 2017, Autumn 2018, Autumn 2019.
  • Enrolment Statistics (Autumn 2014, recent)
  • Permalink: https://is.muni.cz/course/fi/autumn2014/PV214