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Course Name (English)
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INFORMATION TECHNOLOGY SERVICE MANAGEMENT
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| Course Code |
ICT654 |
| Course Description |
The course will cover the essentials of IT Service Management methodologies widely used in enterprises and IT service industries. This course will take multiple perspectives on service science: design, management, delivery, and evaluation. The basics will be covered with accordance to ITIL concepts as well as Service Management best practices, developed internally and commonly used to support customers/clients. Students will learn about the management of service systems from the basic IT infrastructures and service principles, through case studies, towards the better preparation for IT service system design, operations, and management |
| Transferable Skills |
Reflective Learner, Effective Communicator, Ethically and Socially Sensitive, Tech-Savvy, Confident, Systematically Inquisitive, Solution Provider, Experienced Collaborator, Expert in Field |
| Teaching Methodologies |
Lectures, Tutorial |
| CLO |
| CLO1 |
Describe the concept, roles, and importance of IT Service Management. |
| CLO2 |
Demonstrate interpersonal skills in carrying out task related to IT Service Management. |
| CLO3 |
Display effective communication skills in carrying out task related to IT Service Management. |
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| Pre-Requisite Courses |
No course recommendations |
| Reading List | | Recommended Text | - Gerardus Blokdyk 2019, ITSM A Complete Guide - 2020 Edition, 5starcooks [ISBN: 0655914927]
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| Reference Book Resources | - Claire Agutter 2020, ITIL® Foundation Essentials ITIL 4 Edition, Itgp [ISBN: 9781787782136]
- Jeffrey Tefertiller 2020, ITSM for Leaders: 3rd Edition: A Leader's Guide to Understanding IT Service Management, 3rd Edition Ed. [ISBN: 9798676915704]
- Ahmed Fawzy 2018, A Practitioner Guide to IT Services Transformation, Idea For IT Press [ISBN: 1949814033]
- Levin J Allen 2018, The Art of It Service Management, Levin\Allen United States [ISBN: 0692073809]
- Kevin J. Smith 2017, The Practical Guide To World-Class IT Service Management, Outskirts Press [ISBN: 057818897X]
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| Article/Paper List | This Course does not have any article/paper resources |
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| Other References | This Course does not have any other resources |
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