Course details

Service Sciences

ISE Acad. year 2010/2011 Summer semester 3 credits

Current academic year

Guarantor

Burgetová Ivana, Ing., Ph.D. (DIFS)

Language of instruction

Czech

Completion

Credit

Time span

26 hrs lectures

Department

Department of Computer Systems (UPSY)

Study literature

Úvodní přehled ITIL v3, itSMF, 2007.
COBIT 4.1, IT Governance Institute, 2007, ISBN 1-933284-72-2

Fundamental literature

Service Strategy, ISBN: 978-0-11-331045-6, TSO 2007
Service Design, ISBN: 978-0-11-331047-0, TSO 2007
Service Operation, ISBN: 978-0-11-331046-3, TSO 2007
Service Transition, ISBN: 978-0-11-331048-7, TSO 2007
Continual Service Improvement: ISBN: 978-0-11-331049-4, TSO 2007

Syllabus of lectures

IS/IT outsourcing (part 1): Basic overview Services science.
IS/IT outsourcing (part 2).
IS/IT outsourcing (part 3).
IBM IDC model: Overview
Customer Support Center.
Server System Operations & Desktop Client Support (part 1).
Server System Operations & Desktop Client Support (part 2).
Practical exercise in selected company.
Network Services Delivery (part 1).
Network Services Delivery (part 2).
Mainframe services.
Outsourcing Infrastructure Services, Customer Support Services.
Further development of IS/IT outsourcing services.

Course inclusion in study plans

Programme IT-BC-3, field BIT, any year of study, Elective