IT Service Design and Implementation

• 22 hrs lectures
• 4 hrs exercises
• 13 hrs projects

• 40 pts mid-term test (written part)
• 45 pts projects

The goal of this course is to provide students with a comprehensive overview of the issues of design and implementation of IT services, to make them familiar with the processes and resources for support and documentation of all phases of IT services' life cycle, and to provide practical knowledge on design and implementation of IT services.
Students will understand the life-cycle of IT services and processes for support and documentation of the life-cycle. They will learn how to make a service portfolio and a basic financial analysis of services in the portfolio, to draft contracts for providing services in terms of a customer (consuming the services from internal or external suppliers) and in terms of a service provider, to design services and prepare documentation for their deployment, to evaluate deployed services, to prepare a plan for continual service improvement and to propose service modifications according to the plan. Students will be able to acquire and apply knowledge and skills in design and implementation of IT services in the appropriate context. Students will be able to actively participate in the design and implementation of IT services in an organization and will have a basic knowledge of IT services according to ITILv4.

• ITIL Mind Maps [online]. ITSM Zone, 2015 [cit. 2021-12-23]. Available at: https://itsm.zone/downloads/itilv31/ITIL-Mind-Maps-V4.pdf
• Mark Haddad, Matt Bovill, Glyn Davies. ITIL v3 Process Model. ILX Group, 2007. ISBN 978-0-9544884-4-4.
• ITIL-Checklists. In IT Process Wiki [online]. Pfronten (Germany): IT Process Maps GbR, 2021 [cit. 2021-12-23]. Available at: http://wiki.en.it-processmaps.com/index.php/ITIL-Checklists
• AXELOS Limited. ITIL Foundation: ITIL 4 Edition. The Stationery Office, 4th edition, GBR, 2020. ISBN 978-0-11-331607-6

• AXELOS Limited. ITIL 4: Direct, Plan and Improve. The Stationery Office, 1st edition, GBR, 2020. ISBN 978-0-11-331644-1

• AXELOS Limited. ITIL 4: Create, Deliver and Support. The Stationery Office, 1st edition, GBR, 2020. ISBN 978-0-11-331632-8

• AXELOS Limited. ITIL 4: Drive Stakeholder Value. The Stationery Office, 1st edition, GBR, 2020. ISBN 978-0-11-331636-4

• AXELOS Limited. ITIL 4: High-velocity IT. The Stationery Office, 1st edition, GBR, 2020. ISBN 978-0-11-331640-3

• Cabinet Office. ITIL Service Strategy 2011 Edition. The Stationery Office, GBR, 2011. ISBN 978-0-11-331304-4
• Cabinet Office. ITIL Service Design 2011 Edition. The Stationery Office, GBR, 2011. ISBN 978-0-11-331305-1
• Cabinet Office. ITIL Service Transition 2011 Edition. The Stationery Office, GBR, 2011. ISBN 978-0-11-331306-8
• Cabinet Office. ITIL Service Operation 2011 Edition. The Stationery Office, GBR, 2011. ISBN 978-0-11-331307-5
• Cabinet Office. ITIL Continual Service Improvement 2011 Edition. The Stationery Office, GBR, 2011. ISBN 978-0-11-331308-2

1. Introductory information: Course structure and objectives, project organization. Introduction to ITIL v4: value creation through IT, principles and activities according to the Service Value System and Service Value Chain; overview of practices in General Management, Service Management, and Technical Management.
2. General Management Practices (Part 1): Strategy and Portfolio
3. General Management Practices (Part 2): Risk and Finance
4. General Management Practices (Part 3): Improvement
5. Service Management Practices (Part 1): Requirements
6. Service Management Practices (Part 2): Commitments and Agreements
7. Service Management Practices (Part 3): Changes
8. Service Management Practices (Part 4): Operations
9. Technical Management Practices
10. Service Value Chain
11. IT Governance
12. Conclusion and final project presentations
13. A final test.

The project will be continuously discussed by the team and ultimately presented during the seminar.

A group project aimed at the design of IT services according to a given specification. The project consists of five parts (each part takes approximately 3-4 hours for a team member):

1. Service portfolio design and financial analysis
2. Specification, design, and implementation of a selected service
3. ITSM situation scenario and Service Value Stream for the solution

• submission of a group project's results (a design documentation of IT services according to a given specification; three parts, each of 15 points, 45 points in total); excused absences are solved by the guarantor.
• a presentation of the project at the seminar (15 points); excused absences are solved by the guarantor.
• a written test took individually (40 points); there is no resit; excused absences are solved by the guarantor.
• for activities during the semester, a student must earn at least 50 points for receiving the credit.