Courses – Fakultet tehničkih nauka u Novom Sadu

Subject: IT service management (17.ESI107)

Type of studies	Title
Master Academic Studies	Power Software Engineering (Year: 1, Semester: Winter)

General information:

Category	Professional-applicative
Scientific or art field	Primenjeno softversko inženjerstvo
ECTS	6

The purpose of this course is acquiring fundamental theoretical and practical knowledge about current state and latest trends of the information and communication technology so that their influence on modern society is understood. Furthermore, utilization of this technologies is considered. By finishing this course someone will acquire knowledge and skills to apply methodologies and techniques for management of information services and resources.

Students who successfully finish this course are qualified to identify and analyze problems whit which individuals and organizations are encountered and which can be solved by utilizing information and communication technology. Students will obtain knowledge to create solutions for previously mentioned problems. They will develop independent projects in which will they present skills like designing an IT service, creating an IT service, introduction of a new one or modifications of an existing IT service according to requirements.

Introduction, a brief history and explanation why is IT services management necessary. Basic concepts and definition of IT services. Main components of the IT services. Delivery methods. A correlation between business requirements and delivery. Creating a new IT service - the purpose and goal. Designing IT services according to defined goals. Introduction of new IT services or modification of existing ones. Executing IT services. Revision and improvement of IT services.

Lectures; Computer Practice; Consultations.

Authors	Title	Year	Publisher	Language
R.Johnston	Service Operations Management, Improving Service Delivery	2005	Prentice Hall, Pearson Education	English
Office of Government Commerce	Introduction to the ITIL Service Lifecycle 2nd Edition	2010	The Stationery Office	English
J.A.Fitzsimmons, M.J.Fitzsimmons	Service Management: Operations, Strategy, and Information Technology, 5th Ed.	2006	Irwin/McGraw-Hill, Homewood, IL	English