IT Service Management
2014-2015
-
IMT1381
- 5 ECTS
On the basis of
IMT1121 Innføring i informasjonssikkerhet
Expected learning outcomes
Knowledge
- The candidate can explain the conceptual differences between focusing on customers and service, compared to focusing on technology
- The candidate can explain the term "service desk"
- The candidate can explain how ITIL-processes can be implemented in an organization
Skills
- The candidate knows all standard ITILv3 terminology
- The candidate can justify all ITILv3 processes
- The candidate can identify objectives and activities for each process
- The candidate can explain the term "service desk"
- The candidate can justify how ITIL processes relates to roles and responsability in an IT department
- The candidate can pass an ITIL Foundation exam
General competence
- The candidate can justify the concept of continuous quality improvement
Topic(s)
Functions and processes in the service life cycle of an IT department:
- Service strategy
- Service design
- Service transition
- Service operations
- Continual service improvement
Teaching Methods
Lectures
Group works
Project work
Form(s) of Assessment
Evaluation of Project(s)
Grading Scale
Alphabetical Scale, A(best) – F (fail)
External/internal examiner
Intern sensor
Re-sit examination
Hele emnet må tas på nytt.
Teaching Materials
Utdelt og nettbaserte artikler og forelesningsnotater.
Replacement course for
IMT1271 IT Service Management