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Service Management with ITIL

Module name (EN): Service Management with ITIL
Degree programme: Applied Informatics, Master, ASPO 01.10.2011
Module code: PIM-WN31
Hours per semester week / Teaching method: 2V (2 hours per week)
ECTS credits: 3
Semester: 2
Mandatory course: no
Language of instruction:
German
Assessment:
Written or oral exam
Curricular relevance:
KI874 Computer Science and Communication Systems, Master, ASPO 01.04.2016, semester 2, optional course, general subject
KIM-ITIL Computer Science and Communication Systems, Master, ASPO 01.10.2017, semester 2, optional course, general subject
MAM.2.2.17 Engineering and Management, Master, ASPO 01.10.2013, semester 8, optional course, general subject
MST.SMI Mechatronics and Sensor Technology, Master, ASPO 01.04.2016, optional course, general subject, course inactive since 27.10.2015
PIM-WN31 Applied Informatics, Master, ASPO 01.10.2011, semester 2, optional course, not informatics specific
PIM-ITIL Applied Informatics, Master, ASPO 01.10.2017, semester 2, optional course, not informatics specific
MST.SMI Mechatronics and Sensor Technology, Master, ASPO 01.10.2011, optional course, general subject
Workload:
30 class hours (= 22.5 clock hours) over a 15-week period.
The total student study time is 90 hours (equivalent to 3 ECTS credits).
There are therefore 67.5 hours available for class preparation and follow-up work and exam preparation.
Recommended prerequisites (modules):
None.
Recommended as prerequisite for:
Module coordinator:
Prof. Dr.-Ing. André Miede
Lecturer:
Dipl.-Ing. Markus Collet
Dipl.-Ing. Edgar Scholz


[updated 16.01.2013]
Learning outcomes:
Students will know and be able to explain the practice-proven procedures for the successful provision of IT services, including the necessary definitions of terms according to the international framework ITIL. They can differentiate between processes, their goals, roles and functions in the Service Life Cycle.


[updated 20.12.2017]
Module content:
The course will take place as a block lecture on several Saturdays. There will be a kick-off event at the beginning of the semester. For more information, please see further bulletins.
 
In addition to the written exam, students will have the chance to become certified by an external examiner (ITIL Foundation). More information will be available in the lecture.
 
1. IT Service Management according to ITIL
ITIL provides a systematic introduction into the quality of IT services. It is used worldwide (T-Systems, IBM, Microsoft....) as a standard framework.
2. Service Strategy
The service life cycle starts with a strategy. It provides instructions on how to design and implement service management. The goal is to achieve and maintain an advantage.
 
3. Service Design
The design and development of services, incl. their respective processes (for example: Service Level Management) will be discussed.
 
4. Service Transition
The development, testing and transfer of services to an operative business mode. Important processes here are change and release management.
 
5. Service Operation
Responsible for operating the technology required for service provision.
 
6. Continual Service Improvement
Today, IT departments must continuously improve their services (measure and analyze), in order to remain attractive for business.


[updated 24.02.2018]
Teaching methods/Media:
Case studies, practice test, coaching

[updated 20.12.2017]
Recommended or required reading:
ITIL Foundation Handbook (updated to the 2011 syllabus, English), ISBN 9780113313495
ITIL Foundation Handbuch (Aktualisiert gemäß Syllabus 2011), ISBN 9780113314690
ITIL Das Taschenbuch 2011 edition (German), ISBN 9789087537050
Die 5 Core Bücher: http://www.itil-officialsite.com/Publications/Core.aspx

[updated 24.02.2018]
Module offered in:
WS 2018/19, WS 2017/18, WS 2016/17, WS 2015/16, WS 2014/15, ...
[Sat Aug 17 15:16:55 CEST 2019, CKEY=ksmmi, BKEY=pim, CID=PIM-WN31, LANGUAGE=en, DATE=17.08.2019]