Subject: Information Technology Service Management (17.IZMI09 )
Native organizations units: No data
Study programmes of the course:
| Type of studies | Title |
|---|---|
| Master Academic Studies | Information Systems Engineering (Godina: 1, Summer) |
Educational goal:
The course is designed to acquaint students with information technology (IT) service management systems in a variety of enterprise and service industry settings. Students will learn about the management of service systems from the basic IT infrastructures and service principles, through the case study, towards the better preparation for IT service system design, operations, and management. The course will integrate IT service concepts, practical experience, and organizational issues.
Educational outcome:
By the completion of the course the students will understand: the basics of IT function, the classification of IT resources, the planning capacity of IT resources and budgets for IT resources, IT risks, the need for harmonization with the regulations depending on the business domain, the life cycle of IT services (service strategy, service design, service transition, service operation, and service retirement), and how to model IT service, etc.
Course content:
IT Service Management Overview. IT Infrastructure classification. IT service strategy, methods, and case study. The life cycle of IT services (service strategy, service design, service transition, service operation, and service retirement). The relationship between IT projects and IT service operations. Techniques for planning, estimating, and resourcing on how the cost and user resources are assigned to IT projects and services. IT service changes, quality, issue, and risk management. IT control objectives and audits, COBIT, CMMI, process control and execution of IT audits, internal and external audit. IT service team building. Methods for communicating inside and outside of the IT service teams, and the skills for effective negotiation and presentation for the IT services.
Teaching methods:
Lectures; study and research work; individual consultations; team work. Students are encouraged to communicate, to reason critically, to work independently and to contribute actively to teaching process.
Literature:
| Authors | Title | Year | Publisher | Language |
|---|---|---|---|---|
| 2016 | English | |||
| 2010 | Wiley | English | ||
| 2010 | English |
Knowledge evaluation:
| Course activity | Pre-examination | Obligations | Number of points |
|---|---|---|---|
| Oral part of the exam | No | Yes | 50.00 |
| Project | Yes | Yes | 50.00 |
Lecturers:
Asistent Koprivica Sara
Assistant - Master
Computational classes
vanr. prof. dr Kovačević Jelena
Associate Professor
Lectures
doc. dr Vučković Teodora
Assistant Professor
Lectures
Asistent Nakomčić Andrea
Assistant - Master
Computational classes
prof. dr Ćulibrk Dubravko
Full Professor
Lectures
Faculty of Technical Sciences
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Contact:
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© 2024. Faculty of Technical Sciences.