IT Service Management
2015-2016 - 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