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Information Tecnologies, Governance and Service Management

Objectives

The discipline covers IT Governance and Service Management, upon presentation of Information Technology (IT) best practices used worldwide.

 

It is intended to put into perspective the concepts related to the governance and management of IT, strategically aligned to business needs through an overview of the most respected "frameworks" and management/IT governance best practices. 

 

Through case studies it will be possible to understand the scenarios amenable to the use of IT management and governance best practices in real situations, having regulated environments by specific government standards for IT and the importance of using integrated processes (framework) for IT Service Management based on ITIL 4. 

General characterization

Code

100070

Credits

6.0

Responsible teacher

Tiago André Gonçalves Félix de Oliveira

Hours

Weekly - Available soon

Total - Available soon

Teaching language

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

Prerequisites

Fluency in English.

Bibliography

"IT Governance: Implementing Frameworks and Standards for the Corporate Governance of IT"; Alan Calder; T Governance Publishing 

"ITIL® Foundation", ITIL 4 edition, AXELOS

"ITIL® Foundation Essentials - ITIL 4 Edition - The ultimate revision guide"; Claire Agutter; IT Governance Ltd

Teaching method

Theoretical-practical classes.
Support students in developing the project group.

Evaluation method

1st Season

 

  • Continued evaluation (10%) (Participation / Presence / Case studies analysis);
  • 1st Test (20%), according to the first part of the discipline (IT Governance), to be held on the date agreed in the first class of the discipline;
  • 2nd Test (30%), according to the second part of the discipline (Service Management based on ITIL) to be held on the day and time of the 1st season exam;
  • Presentation of project group (40%)
    • Project themes: Presented for choice during the first lesson of discipline;
    • Delivery date: By the end of the last class before the project presentation. 

 


2nd Season and Special Season

 

  • Exam (60%), (IT Governance and Service Management based on ITIL) to be held on the day and time of the exam set by the NOVA IMS academic services;
  • Project group presentation (40%)
    • Project theme: set after taking 1st season and by request via email;
    • Delivery date: same date and time of the exam;
    • Presentation: At the end of the exam or on an agreed date.

 


Exam / Test Structure

 

  • Duration: 60 minutes;
  • 40 questions (0.5 points per question). Multiple choice (4 choices);
  • Each wrong question will have a penalty of one-quarter of its value (0.125 points);
  • Minimum grade approval is 9.5 (on a scale of 0-20);
  • The passing score for tests requires:
    • The minimum score for each Test is 8.0;
    • The overall passing score for the Tests is 9.5 (average of Tests);
  • The passing score for each Exam is 9.5.

 

 
Project Structure

 

  • Maximum five persons (ideally, four persons) per group;
  • Work format must be in a presentation style;
  • The final work must be delivered in paper and submitted via email;
  • Each group must do a project presentation / discussion (20 minutes per group);
  • The project will be valued mainly for its practical aspects of application and usefulness in a business context;
  • The delivery after the established date will have a penalty of 0.5 values per day of delay;
  • The passing score for the project is 9.5 (on a scale of 0-20).

Subject matter

The curricular unit is organized in two learning units (LU):

 

LU1. GOVERNANCE: 1. The Corporate Governance Context; 2. IT Governance Defined (IT governance vs IT management); 3.Intellectual capital and information economy; 4. Strategy: The search for competitive advantage (IT Balanced Scorecard); 5.Governance and risk management (ISO 31000, ISO/IEC 22301, ISO/IEC 24762); 6. IT regulatory compliance - (SOX, UK CorpGov Code, EU Directives, NIS Directive, GDPR); 7.Internal control (COBIT, COSO); 8.Project governance (PMO OPM3, Portfolio, Program and Project Management, Agile, SCRUM, ISO 21500); 9.IT governance components, frameworks, and standards (ISO/IEC 38500, CMMI); 10.Decision making and the IT organization (CIO, IT management and organizational structure, Outsourcing); 11.IT management integrated system;

 

LU2. IT SERVICE MANAGEMENT - ITIL: 1. Introduction; 2. Service Management Key Concepts; 3. The Guiding Principles; 4. The Four Dimensions; 5. The Service Value System; 6. Continual Improvement,7. The ITIL Practices.