Course details

Service Sciences

SES Acad. year 2006/2007 Summer semester 3 credits

Current academic year

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

Eysselt Miloš, Ing., CSc.

Language of instruction

Czech

Completion

Credit

Time span

  • 26 hrs lectures

Department

Department of Computer Systems (UPSY)

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

  • Odkazy na internet podle pokynů vyučujících.

Syllabus of lectures

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

Progress assessment

Attendance on lectures and fulfilling of questionary.

Controlled instruction

Active attendance on lectures.

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