IT-Servicemanagement

Course content

IT Governance, IT Strategy, IT Concept, IT Architecture and IT Project Portfolio, IT Operations (ITIL), Service Level Agreements, IT Key Figures

Introduction (terms, definitions), presentation of correlations: Corporate Governance / IT-Governance (Cobit), purpose and content of an IT strategy, implementation of an IT Strategy within the socpe of an IT Concept, ISO/IEC 20000 and the resulting measures for: IT Architecture, IT Project Portfolio, IT Operations (ITIL), Service Level Agreements, IT-Key Figures

Learning outcomes

The aim of the course is to understand the relevance of IT service management.

The students can describe, explain and test the relevance of service management and its related standards, processes and frameworks. In building upon that, students are then capable of creating an IT strategy or concept for a practise-oriented example or discuss at length the process of its planing.

Recommended or required reading and other learning resources / tools

Book: ITIL Foundation - ITIL 4 Edition; The Stationery Office Ltd.

Mode of delivery

5 ECTS ILV
Lecture (IT Governance und IT service management), tutorials (practise-oriented examples from the healthcare system), case study

Prerequisites and co-requisites

General Management, Project-, Process- and Qualitymanagement

Assessment methods and criteria

Written exam (60 points) case study, exercises, individual collaboration (40 points)