IT Service Design and Implementation
FIT-INIAcad. year: 2019/2020
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 catalogue, 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 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 ITILv3.
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.
Recommended optional programme components
Recommended or required reading
Úvodní přehled ITIL 2011 (https://itsmf.cz/wp-content/uploads/2017/08/Uvodni_prehled_ITIL_2011.pdf), itSMF, 2012.
ITIL výkladový slovník (https://itsmf.cz/wp-content/uploads/2017/08/itil_2011_czech_glossary_v2.0.pdf), itSMF, 2012.
ITIL At a Glance (https://itsm.zone/downloads/itil1c4/ITIL-At-A-Glance-V2.pdf). IT Training Zone Limited, 2015.
ITIL Mind Maps (https://itsm.zone/downloads/itilv31/ITIL-Mind-Maps-V4.pdf). IT Training Zone Limited, 2015.
ITIL-Checklists (http://wiki.en.it-processmaps.com/index.php/ITIL-Checklists). In IT Process Wiki [online]. Pfronten (Germany): IT Process Maps GbR, 4 November 2007, last modified on 31 May 2010.
Majid Iqbal, Michael Nieves. ITIL Service Strategy (https://secure.wikimedia.org/wikipedia/en/wiki/Special:BookSources/9780113310456). The Stationery Office, 2007. ISBN 978-0-11-331045-6.
Vernon Lloyd, Colin Rudd. ITIL Service Design (https://secure.wikimedia.org/wikipedia/en/wiki/Special:BookSources/9780113310470). The Stationery Office, 2007. ISBN 978-0-11-331047-0.
Shirley Lacy, Ivor Macfarlane. ITIL Service Transition (https://secure.wikimedia.org/wikipedia/en/wiki/Special:BookSources/9780113310487). The Stationery Office, 2007. ISBN 978-0-11-331048-7.
David Cannon, David Wheeldon. ITIL Service Operation (https://secure.wikimedia.org/wikipedia/en/wiki/Special:BookSources/9780113310463). The Stationery Office, 2007. ISBN 978-0-11-331046-3.
George Spalding, Gary Case. ITIL Continual Service Improvement (https://secure.wikimedia.org/wikipedia/en/wiki/Special:BookSources/9780113310494). The Stationery Office, 2007. ISBN 978-0-11-331049-4.
Planned learning activities and teaching methods
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).
To pass this course and to get credits a student must gain at least 50 points (of 100 points).
Language of instruction
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 took individually.
Type of course unit
22 hours, optionally
Teacher / Lecturer
- 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.
- Service Strategy: The process of a new service development (demand and supply), the value of a service, service types, scalability and dependencies of services, a service portfolio, a pipeline and a service catalogue; specification of the first part of the project.
- 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.
- Service Design: Sustainability of services, risk analysis; presentations of the first part of the project.
- Service Design: Business and technical service catalogue, service metrics and measures, capacity, availability and security of services, service levels.
- 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.
- 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.
- 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.
- Service Operation: management and monitoring of services, requirements management, incidents and problems, formation and flow of events associated with the services.
- 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.
- 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.
- ITIL process implementation; presentations of the fifth part of the project.
- A final test.
4 hours, compulsory
Teacher / Lecturer
13 hours, compulsory
Teacher / Lecturer
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 2 hours for a team member):
- Service Portfolio.
- Financial Analysis.
- Operational Level Agreements/Underpinning Contract + Service Level Agreement.
- Service Design Package.
- Service Evaluation Report + Service Improvement Plan + Request for Change.