Service Management with ITIL
PIM-ITIL
P222-0081
pim2
2
V
3
2
no
German
Written or oral exam
KI874
Computer Science and Communication Systems
2
optional course
KIM-ITIL
Computer Science and Communication Systems
2
optional course
MAM.2.2.17
Engineering and Management
2
optional course
MST.SMI
Mechatronics and Sensor Technology
2
optional course
PIM-WN31
Applied Informatics
2
optional course
PIM-ITIL
Applied Informatics
2
optional course
MST.SMI
Mechatronics and Sensor Technology
2
optional course
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.
Prof. Dr.-Ing. André Miede
ami
Prof. Dr.-Ing. André Miede
ami
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.
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.
Case studies, practice test, coaching
ITIL Foundation Handbook (updated to the 2011 syllabus, English), ISBN 9780113313495
ITIL Foundation Handbuch (Aktualisiert gemäߟ Syllabus 2011), ISBN 9780113314690
ITIL Das Taschenbuch 2011 edition (German), ISBN 9789087537050
Die 5 Core Bücher: http://www.itil-officialsite.com/Publications/Core.aspx
WS 2023/24
WS 2022/23
WS 2021/22
WS 2020/21
WS 2019/20
WS 2018/19
WS 2017/18
Fri Mar 29 08:55:50 CET 2024, CKEY=ksmmi, BKEY=pim2, CID=[?], LANGUAGE=en, DATE=29.03.2024