Universidade Nova de Lisboa

Universidade Nova de Lisboa

NOVA Information Management School

Information Technologies Services Management

Code

200070

Academic unit

NOVA Information Management School

Credits

7.5

Teacher in charge

Rui Manuel Gonçalves Soares

Teaching language

Portuguese. If there are Erasmus students, classes will be taught in English

Objectives

Description
The course's main objective is to present an overview of the IT Service Management according to ITIL (Information Technology Infrastructure Library) 2011 version, strategically aligned with the business needs and prepare students for the international certification in "ITIL 2011 Foundation Certificate in IT Service Management "recognized by the "United Kingdom Cabinet Office. "
 
It is intended to put in perspective the different stages of the service life cycle (Service Strategy, Design, Transition, Operation, CSI), ensuring their adaptability to the company market and context as well as their integration and relationship to each other to ensure its continuity as a service essential to the development of the business.
 
Through practical exercises, it will be possible to understand the importance of having internationally recognized integrated processes for the management of IT services and its application to real cases.
 
Objectives
At the end of the course students should be able to:

 - Critically discuss key concepts of IT Service Management;
 - Take the correct options in the adoption of IT Service Management best practices in order to solve the different professional scenarios;
 - Understand the purpose of the different processes, the relationships, and associated roles and responsibilities of the ITIL 2011;
 - Learn the importance of using a standardized vocabulary to describe Service Management processes;
 - Be able to later (optional), apply for the international certification exam, "ITIL 2011 Foundation Certificate in IT Service Management", accredited by "APM Group International" (APMG-International) and recognized by the "United Kingdom Cabinet Office" as part of the "UK Government's portfolio of Best Management Practice".

Prerequisites

The course is taught in English.
Portuguese Students may choose to respond to the exam questions and make project in Portuguese. However, the group presentations must be made in English if there are Erasmus students present.

Subject matter

IT SERVICE MANAGEMENT BASED ON ITIL (Information Technology Infrastructure Library)

 

  • Introduction: Overview of the ITIL 2011 library
  • Module 1: Service Strategy
  • Module 2: Service Design
  • Module 3: Service Transition
  • Module 4: Service Operation
  • Module 5: Continual Service Improvement (CSI)

 

Bibliography

Anthony T. Orr, Shirley Lacy, Ashley Hanna.; "Introduction to the ITIL service lifecycle" 3rd ed. - Norwich : TSO , 2011. - 262 p. : il. ; 22 cm ISBN 978-0-11-331309-9;

Liz Gallacher, Helen Morris; "ITIL Foundation Exam Study Guide"Sybex; ISBN-10: 1119942756; Published: October 15, 2012;

Vince Pultorak, Jon E. Nelson, David Pultorak; "Passing the ITIL Foundation Exam: 2011 Edition"; Van Haren Publishing; ISBN-10: 908753664X; Published: 22 Feb 2012;

Cabinet Office; "ITIL Lifecycle Suite 2011 Edition: ITIL Service Strategy, Design, Transition, Operation, CSI"; The Stationery Office; ISBN-10: 0113313233; Published: 29 July 2011

Teaching method

Theoretical-practical classes. During classes will be presented concepts, principles and best practices of management based on ITIL, practical examples of organizational context and case studies for analysis.
Support students in developing the project group.

Evaluation method

1st Season

 

  • Continued Evaluation (10%) (Participation / Presence / Analysis of case studies);
  • Exam (written assessment) (50%), to be held on the day and time of the 1st season exam set by the academic services NOVA IMS;
  • Project group presentation (40%)
  •  
    • Delivery date: By the end of the last class before the project presentation. 


2nd Season and Special Season

 

 

  • Exam (written assessment) (60%), to be held on the day and time of the exam (2nd Season or Special Season) set by the academic services NOVA IMS;
  • Project group presentation (40%)

 

  •  
    • Delivery date: same date and time of the exam;
    • Presentation: At the end of the exam or on an agreed date.


Exam / Test Structure

 

  • Written test in English concerning a case study related to the subject taught;
  • Answers in Portuguese or English (optional);
  • Minimum grade approval is 9.5 (on a scale of 0-20).


Project Structure

 

 

  • Maximum four persons;
  • Work format must be in a presentation style;
  • The final work must be delivered in paper and submitted via email;
  • Each group must do a project presentation / discussion (20 minutes per group);
  • The project will be valued mainly for its practical aspects of application and usefulness in a business context;
  • The delivery after the established date will have a penalty of 0.5 values ??per day of delay;
  • The passing score for the project is of 9.5 (on a scale of 0-20).

 

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