|Hour/sem||Lectures||Sem. Exercises||Lab. exercises||Comp. exercises||Other|
|Guarantee:||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 Information Systems FIT BUT|
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:|
- IS/IT outsourcing, basic overview Services science.
- Introduction to IT services
- Introduction to ITIL
- Event management
- Problem management
- Change management
- Configuration management
- Practical exercise in selected company.
- Capacity management
- Security management
- Data management
- Reporting management
- Further development of IS/IT outsourcing services.
- Majid Iqbal, Michael Nieves. ITIL Service Strategy. The Stationery Office, 2007. ISBN 978-0-11-331045-6.
- Vernon Lloyd, Colin Rudd. ITIL Service Design. The Stationery Office, 2007. ISBN 978-0-11-331047-0.
- Shirley Lacy, Ivor Macfarlane. ITIL Service Transition. The Stationery Office, 2007. ISBN 978-0-11-331048-7.
- David Cannon, David Wheeldon. ITIL Service Operation. The Stationery Office, 2007. ISBN 978-0-11-331046-3.
- George Spalding, Gary Case. ITIL Continual Service Improvement. The Stationery Office, 2007. ISBN 978-0-11-331049-4.
- Úvodní přehled ITIL v3, itSMF, 2007.
- ITIL v3 At a Glance. IT Training Zone Limited, 2011.
- ITIL v3 Service Strategy, Service Design, Service Transition, Service Operation, and CSI Mindmaps. IT Training Zone Limited, 2007.
- Randy A. Steinberg, Robin Yearsley. ITIL v3 Service Strategy, Service Design, Service Transition, Service Operation, and CSI Design Guidelines. IT Training Zone Limited, 2007.
- The ITIL V3 glossary of terms, definitions and acronyms. ITIL training, 2007.
- Mark Haddad, Matt Bovill, Glyn Davies. ITIL v3 Process Model. ILX Group, 2007. ISBN 978-0-9544884-4-4.
- ITIL-Checklists. In IT Process Wiki [online]. Pfronten (Germany): IT Process Maps GbR, 4 November 2007, last modified on 31 May 2010.
Success at the written semester test.