Course detail

Service Sciences

FIT-ISEAcad. year: 2015/2016

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.

Language of instruction

Czech

Number of ECTS credits

3

Mode of study

Not applicable.

Guarantor

Ing. Ivana Burgetová, Ph.D.

Department

Department of Information Systems (UIFS)

Learning outcomes of the course unit

To understand the items and processes applied in area of IT Services.

To be able to react in proper way on requirements and tasks asked in IT services area.

Prerequisites

No prerequisite is required.

Co-requisites

Not applicable.

Planned learning activities and teaching methods

Not applicable.

Assesment methods and criteria linked to learning outcomes

Obtaining at least 50 points during the semester.

Course curriculum

    Syllabus of lectures:
    1. IS/IT outsourcing, basic overview Services science.
    2. Introduction to IT services
    3. Introduction to ITIL
    4. Introduction to COBIT
    5. Event management
    6. Problem management
    7. Change management
    8. Configuration management
    9. Capacity management
    10. Security management
    11. Data management
    12. Reporting management
    13. Further development of IS/IT outsourcing services.

Work placements

Not applicable.

Aims

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 processes mainly used in area of IT services.

Specification of controlled education, way of implementation and compensation for absences

Team project up to 50 points and final test up to 50 points.

Recommended optional programme components

Not applicable.

Prerequisites and corequisites

Not applicable.

Basic 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

Recommended reading

Úvodní přehled ITIL v3, itSMF, 2007. COBIT 4.1, IT Governance Institute, 2007, ISBN 1-933284-72-2

Classification of course in study plans

  • Programme IT-BC-3 Bachelor's

    branch BIT , 0 year of study, summer semester, elective

Type of course unit

 

Lecture

26 hod., optionally

Teacher / Lecturer

Ing. Ivana Burgetová, Ph.D.

Syllabus

  1. IS/IT outsourcing, basic overview Services science.
  2. Introduction to IT services
  3. Introduction to ITIL
  4. Introduction to COBIT
  5. Event management
  6. Problem management
  7. Change management
  8. Configuration management
  9. Capacity management
  10. Security management
  11. Data management
  12. Reporting management
  13. Further development of IS/IT outsourcing services.

Project

7 hod., optionally

Teacher / Lecturer

Ing. Ivana Burgetová, Ph.D.