Service Sciences

Ac.Year:ukončen 2010/2011
Language of Instruction:Czech
Type of
Hour/semLecturesSem. ExercisesLab. exercisesComp. exercisesOther
Guarantor:Burgetová Ivana, Ing., Ph.D., DIFS
Lecturer:Burgetová Ivana, Ing., Ph.D., DIFS
Rychlý Marek, RNDr., Ph.D., DIFS
Faculty:Faculty of Information Technology BUT
Department:Department of Computer Systems FIT BUT
Learning objectives:
  This course shows the emergence of service science, a new multidisciplinary area of study, to address the challenge of becoming more systematic about innovating in services. The course point out solutions and proccesses mainly used in area of IT services.
  The current growth of the service sector in global economies is unparalleled in human history, by scale and speed of the labor migration. Even large manufacturing firms are seeing dramatic shifts in the percentage of their revenues derived from services. The need for service innovations to fuel further economic growth as well as to raise quality and productivity levels of services has never been higher. Services are moving center stage in the global competition arena, especially knowledge-intensive business services aimed at business performance transformation. One challenge to systematic service innovation is the multidisciplinary nature of services, integrating across technology, business, social, and client (demand) innovations.
Knowledge and skills required for the course:
  No prerequisity is required.
Subject specific learning outcomes and competences:
  To understand the items and proccesses aplied in area of IT Services.
Generic learning outcomes and competences:
  To be able react in proper way on requirements and tasks asked in IT services area.
Syllabus of lectures:
  1. IS/IT outsourcing, basic overview Services science.
  2. Introduction to IT services 
  3. Introduction to ITIL 
  4. Event management
  5. Problem management
  6. Change management
  7. Configuration management
  8. Practical exercise in selected company.
  9. Capacity management
  10. Security management
  11. Data management
  12. Reporting management
  13. Further development of IS/IT outsourcing services.
Exam prerequisites:
  Success at the written semester test.

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