Information Technologies Services Management

Objectives

The course's main objective is to present an overview of IT Service Management, strategically aligned to
business needs, with a set of practices defined by ITIL 4 (Information Technology Infrastructure Library).
ITIL 4 brings ITIL up to date in 2019 by re-shaping much of the established ITSM practices in the wider context
of customer experience, value streams, and digital transformation, as well as embracing new ways of working,
such as Lean, Agile, and DevOps.
Through practical exercises, it will be possible to understand the importance of having internationally recognized
integrated practices for the management of IT services and its application to real cases.
Additionally, this course prepares students for the international certification in "ITIL 4 Foundation Certificate 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

LO1. Critically discuss key concepts of IT Service Management
LO2. Understand how ITIL guiding principles can help an organization to adopt and adapt ITIL service
management.
LO3. Understand the four dimensions of ITIL service management.
LO4. Understand the purpose and components of the ITIL service value system, and activities of the service
value chain, and how they interconnect.
LO5. Understand the key concepts of continual improvement.
LO6. Learn the various ITIL practices and how they contribute to value chain activities
LO7. Be able to later (optional, not part of the course), apply for the international certification exam, "ITIL
4 Foundation Certificate in IT Service Management", recognized by

Bibliography

- ITIL® Foundation, ITIL 4 edition, AXELOS
- ITIL® Foundation Essentials - ITIL 4 Edition - The ultimate revision guide, Claire Agutter, IT Governance Ltd
- 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 two 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

LU1 - Module 1: Course Introduction
LU2 - Module 2: Service Management: Key Concepts
LU3 - Module 3: The Guiding Principles
LU4 - Module 4: The Four Dimensions of Service Management
LU5 - Module 5: Service Value System
LU6 - Module 6: Continual Improvement
LU7 - Module 7: The ITIL Practices

Programs

Programs where the course is taught: