Course details
Service Sciences
ISE Acad. year 2012/2013 Summer semester 3 credits
The current growth of the service sector in global economies is unparalleled in human history, by scale and speed of the labor migration. Even large manufacturing firms are seeing dramatic shifts in the percentage of their revenues derived from services. The need for service innovations to fuel further economic growth as well as to raise quality and productivity levels of services has never been higher. Services are moving center stage in the global competition arena, especially knowledge-intensive business services aimed at business performance transformation. One challenge to systematic service innovation is the multidisciplinary nature of services, integrating across technology, business, social, and client (demand) innovations.
Guarantor
Language of instruction
Completion
Time span
- 26 hrs lectures
Department
Subject specific learning outcomes and competences
To understand the items and proccesses aplied in area of IT Services.
To be able react in proper way on requirements and tasks asked in IT services area.
Learning objectives
This course shows the emergence of service science, a new multidisciplinary area of study, to address the challenge of becoming more systematic about innovating in services. The course point out solutions and proccesses mainly used in area of IT services.
Prerequisite knowledge and skills
No prerequisity is required.
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, basic overview Services science.
- Introduction to IT services
- Introduction to ITIL
- Event management
- Problem management
- Change management
- Configuration management
- Practical exercise in selected company.
- Capacity management
- Security management
- Data management
- Reporting management
- Further development of IS/IT outsourcing services.
Progress assessment
Success at the written semester test.
Controlled instruction
There are no checked study.