Information Technologies Services Management


1. Critically discuss key concepts of IT Service Management
2. Take the correct options in the adoption of IT Service Management best practices in order to solve the different professional scenarios
3. Understand the purpose of the different processes, the relationships, and associated roles and responsibilities of the ITIL 2011
4. Learn the importance of using a standardized vocabulary to describe Service Management processes
5. Be able to later (optional), apply for the international certification exam, "ITIL 2011 Foundation Certific ate in IT Service Management", recognized by the "United Kingdom Cabinet Office" as part of the "UK Government's portfolio of Best Management Practice"

General characterization





Responsible teacher

Rui Manuel Gonçalves Soares


Weekly - Available soon

Total - Available soon

Teaching language

Portuguese. If there are Erasmus students, classes will be taught in English




- Liz Gallacher, Helen Morris; "ITIL Foundation Exam Study Guide"; Sybex; ISBN-10: 1119942756; Published: October 15, 2012
- Anthony T. Orr, Shirley Lacy, Ashley Hanna; "Introduction to the ITIL service lifecycle"; - 3rd ed. - Norwich : TSO , Published: 2011; ISBN 978-0-11-331309-9
- Other materials provided by the teacher.

Teaching method

The curricular unit is based on theoretical and practical lessons. A variety of instructional strategies will be applied, including lectures, slide show demonstrations, questions and answers. The sessions include presentation of concepts and methodologies, real cases, discussion and interpretation of real work experiences. The practical component is geared towards solving problems regarding a complex and realistic case study, including discussion and interpretation of results.
A set of specific per group work packages in four consecutive sprints to be completed independently in extra-classroom context is also proposed. The overall work packages compose a significant applied body of knowledge for IT service management that can be integrated and reused.

Evaluation method

1st call: project (40%), test (50%), continuous appraisal (10%)
2nd call: project (40%), final exam (60%)

Subject matter

1. Introduction: Overview of the ITIL 2011 library
2. Module 1: Service Strategy
3. Module 2: Service Design
4. Module 3: Service Transition
5. Module 4: Service Operation
6. Module 5: Continual Service Improvement (CSI)