IT Service Design and Implementation
|Language of Instruction:||Czech|
|Guarantor:||Rychlý Marek, RNDr., Ph.D. (DIFS)|
|Deputy guarantor:||Burgetová Ivana, Ing., Ph.D. (DIFS)|
|Lecturer:||Rychlý Marek, RNDr., Ph.D. (DIFS)|
|Instructor:||Rychlý Marek, RNDr., Ph.D. (DIFS)|
|Faculty:||Faculty of Information Technology BUT|
|Department:||Department of Information Systems FIT BUT|
| || ||The goal of this course is to provide students with a comprehensive
overview of the issues of design and implementation of IT services, to
make them familiar with the processes and resources for support and
documentation of all phases of IT services' life cycle, and to provide
practical knowledge on design and implementation of IT services.|
| || ||The course deals with the entire life-cycle of IT services, i.e. from
processes of service strategy management to processes of continuous
improvement of services. Service Strategy: A new service development, a service portfolio, requirements analysis, pricing services, a strategic process. Service Design: Risk analysis, sustainability of services, a service catalog, metrics for services, service levels, supplier management. Service Transition: Asset management and configuration of services, testing of services, change management, knowledge management. Service Operation: monitoring of services, incidents and problems. Continual Service Improvement:
Identifying opportunities for improving services, methods of evaluation
of services, processes of continual service improvement.|
|Knowledge and skills required for the course:|
| || ||The subject assumes a basic knowledge of software engineering within the
scope of course Introduction to Software Engineering (IUS), especially
the knowledge of information systems operation and service management
and management of software projects.|
|Subject specific learning outcomes and competencies:|
| || ||Students will understand the life-cycle of IT services and processes for
support and documentation of the the life-cycle. They will learn how to
make a service portfolio and a basic financial analysis of services in
the portfolio, to draft contracts for providing services in terms of a
customer (consuming the services from internal or external suppliers)
and in terms of a service provider, to design services and prepare
documentation for their deployment, to evaluate deployed services, to
prepare a plan for continual service improvement and to propose service
modifications according to the plan. Students will be able to acquire
and apply knowledge and skills in design and implementation of IT
services in the appropriate context.|
|Generic learning outcomes and competencies:|
| || ||Students will be able to actively participate in the design and
implementation of IT services in an organization and will have a basic
knowledge of IT services according ITILv3.||Why is the course taught:|
| || ||Knowledge of ITIL is important for understanding the keywords of IT support such as an incident, problem, requirement, configuration, back-out strategy, etc. and activities related to these words. This is essential for all IT staff (IT support of all levels, developers implementing requirements/bug-fixes, team leaders, customer IT department members consuming system/services, etc.). Understanding ITIL is also a frequent demand for IT employers.|
|Syllabus of lectures:|
- Introduction: Structure and objectives of the course,
organization of projects. IT Service and its life cycle in ITILv3:
Service Strategy, Service Design, Service Transition, Service Operation,
and Continual Service Improvement.
- Service Strategy: The
process of a new service development (demand and supply), value of a
service, service types, scalability and dependencies of services, a
service portfolio, a pipeline and a service catalog; specification of
the first part of the project.
- Service Strategy: Detailed
requirements analysis, types of service providers, evaluation of
resources, cost and pricing of services (financial analysis), the
strategic process; specification of the second part of the project.
Service Design: Sustainability of services, risk analysis; presentations of the first part of the project.
Design: Business and technical service catalog, service metrics and
measures, capacity, availability and security of services, service
- Service Design: Management of suppliers and operational
level agreement/underpinning contract), preparation of a service level
agreement; presentations of the second part of the project and
specification of the third part of the project.
Transition: Asset management and configuration services (a configuration
item), testing of services (testing strategy and V-model), a proposal
to a service change and its implementation.
- Service Transition:
Deploying of services and usage of a service design package, knowledge
management; presentations of the third part of the project and
specification of the fourth part of the project.
Operation: management and monitoring of services, requirements
management, incidents and problems, formation and flow of events
associated with the services.
- Continual Service Improvement:
Reasons for continual improvement of services and benefits assessment
(return and value on investment), identifying opportunities for
improving services (the FOCUS method); presentations of the fourth part
of the project and specification of the fifth part of the project.
Service Improvement: Methods of evaluation of services (critical
success factors, key performance indicators, metrics and measurements), a
model of continual service improvement process, the Deming's cycle and
processes for service improvement, a service improvement plan.
- ITIL process implementation; presentations of the fifth part of the project.
- A final test.
|Syllabus - others, projects and individual work of students:|
| ||A group project aimed at design of IT services according to a given
specification. The project consists of five parts (each part takes
approximately 2 hours for a team member):|
A selected part of the project of your choice will be presented by a team within the selected lectures.
- Service Portfolio.
- Financial Analysis.
- Operational Level Agreements/Underpinning Contract + Service Level Agreement.
- Service Design Package.
- Service Evaluation Report + Service Improvement Plan + Request for Change.
- 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.
| || |
- Submission of a group project's results (a design documentation of IT services according to a given specification).
- A presentation of selected parts of the project at the lecture.
- A written test taken individually.
| || |
- A group project composed of five parts (each of 10 points, 50 points in total).
- A presentation of selected parts of the project at the lecture (10 points).
- A final test (40 points).
| || ||To pass this course and to get credits a student must gain at least 50 points (of 100 points).|