Short Title:IT Service Management
Full Title:IT Service Management
Language of Instruction:English
Module Code:MNGT H2003
 
Credits: 5
Field of Study:Computer Science
Module Delivered in 4 programme(s)
Reviewed By:FINBARR FEENEY
Module Author:Lorraine Carmody
Module Description:The aims of this subject are to: Build an awareness of the key issues involved in providing an excellent level of IT service delivery and the construction of service level agreements. Develop an understanding of the organisational aspects in providing an expected level of customer service and IT service. Develop knowledge of ITIL IT Service Management Framework.
Learning Outcomes
On successful completion of this module the learner will be able to:
LO1 Describe the characteristics and concept of a service, understanding customer needs, determining customer satisfaction levels and service quality, relationship with customer businesses, achieving operational excellence through service level agreements and outsourcing.
LO2 Demonstrate knowledge of Best Practice, Frameworks and IT Service Management standards currently in use in organisations.
LO3 Describe the ITIL Framework, including its capabilities and benefits to both the customer and the business.
LO4 Categorise the key business processes for a IT Services Management function to be effective and identify the resource requirements for their effective and efficient delivery.
 

Module Content & Assessment

Course Work
Assessment Type Assessment Description Outcome addressed % of total Assessment Date
Assignment Typical Task: Students are given a scenario and role and asked to produce a report that outlines solutions to issues within IT organisational structure and supporting business processes. Student must include an SLA, and demonstrate knowledge of best practice e.g. ,ISO20000; ITIL, CMMI, and include an explanation and justification for the suggested solution. 1,2,3,4 20.00 Week 5
Multiple Choice Questions 40 MCQ's based on ITIL Foundation Certification. The main objective is of the ITIL Foundation Exam is to obtain knowledge of ITIL terminology, structure and basic concepts and to comprehend the core principles of ITIL practices for Service management. 3,4 20.00 Sem 1 End
End of Module Formal Examination
Assessment Type Assessment Description Outcome addressed % of total Assessment Date
Formal Exam End-of-Semester Final Examination 1,2,3,4 60.00 End-of-Semester

TU Dublin – Tallaght Campus reserves the right to alter the nature and timings of assessment

 

Module Workload

Workload: Full Time
Workload Type Workload Description Hours Frequency Average Weekly Learner Workload
Lecture Relevant Topics & Content 2.00 Every Week 2.00
Tutorial Review of relevant topics 1.00 Every Week 1.00
Independent Learning Research Articles of Interest etc. 3.00 Every Week 3.00
Total Weekly Learner Workload 6.00
Total Weekly Contact Hours 3.00
Workload: Part Time
Workload Type Workload Description Hours Frequency Average Weekly Learner Workload
Lecture Relevant Topics & Content 3.00 Every Second Week 1.50
Tutorial Review of relevant topics 1.00 Every Second Week 0.50
Independent Learning Research Articles of Interest etc. 3.00 Every Week 3.00
Total Weekly Learner Workload 5.00
Total Weekly Contact Hours 2.00
 

Module Resources

Required Book Resources
  • Anthony T. Orr,Axelos 2014, Passing Your Itil Managing Across the Lifecycle Exam Book, It Infrastructure Library UK [ISBN: 9780113314386]
Recommended Book Resources
  • ITIL 2012, Foundations of ITIL, 2011 Ed., Van Haren Zaltbommel
  • Axelos 2012, Passing your ITIL Foundation Exam, Best Management Practice Product
  • Axelos 2012, ITIL Service Strategy, 2011 Ed., Axelos UK
  • Axelos 2012, ITIL Service Design, 2011 Ed., Axelos UK
  • Axelos 2012, ITIL Service Transition, 2011 Ed., Axelos UK
  • Axelos 2012, ITIL Service Operation, 2011 Ed., Axelos UK
  • Axelos 2012, ITIL Continuous Service Improvement, 2011 Ed., Axelos UK
Recommended Article/Paper Resources
Other Resources
 

Module Delivered in

Programme Code Programme Semester Delivery
TA_KACTM_B Bachelor of Science (Honours) in Computing with Information Technology Management 4 Mandatory
TA_KACOD_B Bachelor of Science (Hons) in Computing with Data Analytics 4 Elective
TA_KACTM_D Bachelor of Science in Computing with Information Technology Management 4 Mandatory
TA_KITMG_D Bachelor of Science in IT Management 4 Mandatory