Information Technologies Services Management
Objectives
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
Code
200070
Credits
4.0
Responsible teacher
Rui Manuel Gonçalves Soares
Hours
Weekly - Available soon
Total - Available soon
Teaching language
Portuguese. If there are Erasmus students, classes will be taught in English
Prerequisites
Bibliography
- 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
Evaluation:
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)
Programs
Programs where the course is taught:
- Specialization in Information Analysis and Management
- Specialization in Risk Analysis and Management
- Specialization in Knowledge Management and Business Intelligence
- Specialization in Information Systems and Technologies Management
- Specialization in Marketing Intelligence
- Specialization in Marketing Research and CRM
- Specialization in Knowledge Management and Business Intelligence – Working Hours Format
- Specialization in Information Systems and Technologies Management - Working Hours Format
- Specialization in Marketing Intelligence - Working Hours Format
- Post-Graduation in Information Analysis and Management
- Post-Graduation Risk Analysis and Management
- PostGraduate in Smart Cities
- PostGraduate in Data Science for Marketing
- PostGraduate in Digital Enterprise Management
- PostGraduate Digital Marketing and Analytics
- PostGraduate in Information Systems Governance
- PostGraduate in Information Management and Business Intelligence in Healthcare
- Post-Graduation in Knowledge Management and Business Intelligence
- Post-Graduation Information Systems and Technologies Management
- Post-Graduation in Marketing Intelligence
- Post-Graduation Marketing Research e CRM
- PostGraduate in Enterprise Information Systems