IT Service Design and Implementation
INI Acad. year 2018/2019 Winter semester 4 credits
Language of instruction
Subject specific learning outcomes and competences
Generic learning outcomes and competences
Why is the course taught
Prerequisite kwnowledge and skills
- Úvodní přehled ITIL 2011, itSMF, 2012.
- ITIL výkladový slovník, itSMF, 2012.
- ITIL At a Glance. IT Training Zone Limited, 2015.
- ITIL Mind Maps. IT Training Zone Limited, 2015.
- ITIL-Checklists. In IT Process Wiki [online]. Pfronten (Germany): IT Process Maps GbR, 4 November 2007, last modified on 31 May 2010.
- Majid Iqbal, Michael Nieves. ITIL Service Strategy. The Stationery Office, 2007. ISBN 978-0-11-331045-6.
- Vernon Lloyd, Colin Rudd. ITIL Service Design. The Stationery Office, 2007. ISBN 978-0-11-331047-0.
- Shirley Lacy, Ivor Macfarlane. ITIL Service Transition. The Stationery Office, 2007. ISBN 978-0-11-331048-7.
- David Cannon, David Wheeldon. ITIL Service Operation. The Stationery Office, 2007. ISBN 978-0-11-331046-3.
- George Spalding, Gary Case. ITIL Continual Service Improvement. The Stationery Office, 2007. ISBN 978-0-11-331049-4.
Syllabus of lectures
- Introduction: Structure and objectives of the course, organization of projects. IT Service and its life cycle in ITILv3: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement.
- Service Strategy: The process of a new service development (demand and supply), value of a service, service types, scalability and dependencies of services, a service portfolio, a pipeline and a service catalog; specification of the first part of the project.
- Service Strategy: Detailed requirements analysis, types of service providers, evaluation of resources, cost and pricing of services (financial analysis), the strategic process; specification of the second part of the project.
- Service Design: Sustainability of services, risk analysis; presentations of the first part of the project.
- Service Design: Business and technical service catalog, service metrics and measures, capacity, availability and security of services, service levels.
- Service Design: Management of suppliers and operational level agreement/underpinning contract), preparation of a service level agreement; presentations of the second part of the project and specification of the third part of the project.
- Service Transition: Asset management and configuration services (a configuration item), testing of services (testing strategy and V-model), a proposal to a service change and its implementation.
- Service Transition: Deploying of services and usage of a service design package, knowledge management; presentations of the third part of the project and specification of the fourth part of the project.
- Service Operation: management and monitoring of services, requirements management, incidents and problems, formation and flow of events associated with the services.
- Continual Service Improvement: Reasons for continual improvement of services and benefits assessment (return and value on investment), identifying opportunities for improving services (the FOCUS method); presentations of the fourth part of the project and specification of the fifth part of the project.
- Continual Service Improvement: Methods of evaluation of services (critical success factors, key performance indicators, metrics and measurements), a model of continual service improvement process, the Deming's cycle and processes for service improvement, a service improvement plan.
- ITIL process implementation; presentations of the fifth part of the project.
- A final test.
Syllabus - others, projects and individual work of students
- Service Portfolio.
- Financial Analysis.
- Operational Level Agreements/Underpinning Contract + Service Level Agreement.
- Service Design Package.
- Service Evaluation Report + Service Improvement Plan + Request for Change.
- A group project composed of five parts (each of 10 points, 50 points in total).
- A presentation of selected parts of the project at the lecture (10 points).
- A final test (40 points).
- Submission of a group project's results (a design documentation of IT services according to a given specification).
- A presentation of selected parts of the project at the lecture.
- A written test taken individually.
Course inclusion in study plans