Course detail

IT Service Design and Implementation

FIT-INIAcad. year: 2018/2019

The course deals with the entire life-cycle of IT services, i.e. from
processes of service strategy management to processes of continuous
improvement of services. Service Strategy: A new service development, a service portfolio, requirements analysis, pricing services, a strategic process. Service Design: Risk analysis, sustainability of services, a service catalog, metrics for services, service levels, supplier management. Service Transition: Asset management and configuration of services, testing of services, change management, knowledge management. Service Operation: monitoring of services, incidents and problems. Continual Service Improvement:
Identifying opportunities for improving services, methods of evaluation
of services, processes of continual service improvement.

Learning outcomes of the course unit

Students will understand the life-cycle of IT services and processes for support and documentation of the 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 ITILv3.

Prerequisites

The subject assumes a basic knowledge of software engineering within the scope of course Introduction to Software Engineering (IUS), especially the knowledge of information systems operation and service management and management of software projects.

Co-requisites

Not applicable.

Recommended optional programme components

Not applicable.

Recommended or required reading



Planned learning activities and teaching methods

Not applicable.

Assesment methods and criteria linked to learning outcomes

  • A group project composed of five parts (each of 10 points, 50 points in total).
  • A presentation of selected parts of the project at the lecture (10 points).
  • A final test (40 points).

Exam prerequisites:
To pass this course and to get credits a student must gain at least 50 points (of 100 points).

Language of instruction

Czech, English

Work placements

Not applicable.

Course curriculum

    Syllabus of lectures:
    1. Introduction: Structure and objectives of the course, organization of projects. IT Service and its life cycle in ITILv3: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement.
    2. Service Strategy: The process of a new service development (demand and supply), value of a service, service types, scalability and dependencies of services, a service portfolio, a pipeline and a service catalog; specification of the first part of the project.
    3. Service Strategy: Detailed requirements analysis, types of service providers, evaluation of resources, cost and pricing of services (financial analysis), the strategic process; specification of the second part of the project.
    4. Service Design: Sustainability of services, risk analysis; presentations of the first part of the project.
    5. Service Design: Business and technical service catalog, service metrics and measures, capacity, availability and security of services, service levels.
    6. Service Design: Management of suppliers and operational level agreement/underpinning contract), preparation of a service level agreement; presentations of the second part of the project and specification of the third part of the project.
    7. Service Transition: Asset management and configuration services (a configuration item), testing of services (testing strategy and V-model), a proposal to a service change and its implementation.
    8. Service Transition: Deploying of services and usage of a service design package, knowledge management; presentations of the third part of the project and specification of the fourth part of the project.
    9. Service Operation: management and monitoring of services, requirements management, incidents and problems, formation and flow of events associated with the services.
    10. Continual Service Improvement: Reasons for continual improvement of services and benefits assessment (return and value on investment), identifying opportunities for improving services (the FOCUS method); presentations of the fourth part of the project and specification of the fifth part of the project.
    11. Continual Service Improvement: Methods of evaluation of services (critical success factors, key performance indicators, metrics and measurements), a model of continual service improvement process, the Deming's cycle and processes for service improvement, a service improvement plan.
    12. ITIL process implementation; presentations of the fifth part of the project.
    13. A final test.

    Syllabus - others, projects and individual work of students:
    A group project aimed at design of IT services according to a given specification. The project consists of five parts (each part takes approximately 2 hours for a team member):
    1. Service Portfolio.
    2. Financial Analysis.
    3. Operational Level Agreements/Underpinning Contract + Service Level Agreement.
    4. Service Design Package.
    5. Service Evaluation Report + Service Improvement Plan + Request for Change.
    A selected par

Aims

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.

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

  • Submission of a group project's results (a design documentation of IT services according to a given specification).
  • A presentation of selected parts of the project at the lecture.
  • A written test taken individually.

Classification of course in study plans

  • Programme IT-BC-3 Bachelor's

    branch BIT , 2. year of study, winter semester, 4 credits, optional

Type of course unit

 

Lecture

22 hours, optionally

Teacher / Lecturer

Syllabus

  1. Introduction: Structure and objectives of the course,
    organization of projects. IT Service and its life cycle in ITILv3:
    Service Strategy, Service Design, Service Transition, Service Operation,
    and Continual Service Improvement.
  2. Service Strategy: The
    process of a new service development (demand and supply), value of a
    service, service types, scalability and dependencies of services, a
    service portfolio, a pipeline and a service catalog; specification of
    the first part of the project.
  3. Service Strategy: Detailed
    requirements analysis, types of service providers, evaluation of
    resources, cost and pricing of services (financial analysis), the
    strategic process; specification of the second part of the project.

  4. Service Design: Sustainability of services, risk analysis; presentations of the first part of the project.
  5. Service
    Design: Business and technical service catalog, service metrics and
    measures, capacity, availability and security of services, service
    levels.
  6. Service Design: Management of suppliers and operational
    level agreement/underpinning contract), preparation of a service level
    agreement; presentations of the second part of the project and
    specification of the third part of the project.
  7. Service
    Transition: Asset management and configuration services (a configuration
    item), testing of services (testing strategy and V-model), a proposal
    to a service change and its implementation.
  8. Service Transition:
    Deploying of services and usage of a service design package, knowledge
    management; presentations of the third part of the project and
    specification of the fourth part of the project.
  9. Service
    Operation: management and monitoring of services, requirements
    management, incidents and problems, formation and flow of events
    associated with the services.
  10. Continual Service Improvement:
    Reasons for continual improvement of services and benefits assessment
    (return and value on investment), identifying opportunities for
    improving services (the FOCUS method); presentations of the fourth part
    of the project and specification of the fifth part of the project.
  11. Continual
    Service Improvement: Methods of evaluation of services (critical
    success factors, key performance indicators, metrics and measurements), a
    model of continual service improvement process, the Deming's cycle and
    processes for service improvement, a service improvement plan.
  12. ITIL process implementation; presentations of the fifth part of the project.
  13. A final test.

Fundamentals seminar

4 hours, compulsory

Teacher / Lecturer

Project

13 hours, compulsory

Teacher / Lecturer

Syllabus

A group project aimed at design of IT services according to a given
specification. The project consists of five parts (each part takes
approximately 2 hours for a team member):

  1. Service Portfolio.
  2. Financial Analysis.
  3. Operational Level Agreements/Underpinning Contract + Service Level Agreement.
  4. Service Design Package.
  5. Service Evaluation Report + Service Improvement Plan + Request for Change.
A selected part of the project of your choice will be presented by a team within the selected lectures.

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