Identifying Data 2019/20
Subject (*) ICT Management Standards Code 614G01046
Study programme
Grao en Enxeñaría Informática
Descriptors Cycle Period Year Type Credits
Graduate 2nd four-month period
 Third Optional 6
Language
Galician
English
Teaching method Face-to-face
Prerequisites
Department Enxeñaría de Computadores
Coordinador
Arenaz Silva, Manuel Carlos
 E-mail
manuel.arenaz@udc.es
Lecturers
Arenaz Silva, Manuel Carlos
 E-mail
manuel.arenaz@udc.es
Web
General description Introdución á xestión de servizos TIC dentro do contorno dunha organización. Prestarase especial atención ás recomendacións ITIL.

Study programme competencies
Code Study programme competences
A52 Capacidade para comprender o contorno dunha organización e as súas necesidades no ámbito das tecnoloxías da información e as comunicacións.
A53 Capacidade para seleccionar, deseñar, despregar, integrar, avaliar, construír, xestionar, explotar e manter as tecnoloxías de hárdware, sóftware e redes dentro dos parámetros de custo e calidade adecuados.
A56 Capacidade para seleccionar, despregar, integrar e xestionar sistemas de información que satisfagan as necesidades da organización, cos criterios de custo e calidade identificados.
A58 Capacidade para comprender, aplicar e xestionar a garantía e seguranza dos sistemas informáticos.
B1 Capacidade de resolución de problemas
B2 Traballo en equipo
B3 Capacidade de análise e síntese
B7 Preocupación pola calidade
B9 Capacidade para xerar novas ideas (creatividade)
C1 Expresarse correctamente, tanto de forma oral coma escrita, nas linguas oficiais da comunidade autónoma.
C6 Valorar criticamente o coñecemento, a tecnoloxía e a información dispoñible para resolver os problemas cos que deben enfrontarse.

Learning aims
Learning outcomes Study programme competences
Understand the complexity of service management A52
 B1
B3
B7
 C1
C6
Understand the context of an organization and its IT necessities A52
A56
 B1
B3
B7
 C1
C6
Capacity to design, deploy and manage an IT Service A53
A56
 B1
B2
B3
B7
B9
 C1
C6
Capacity to manage the warranty and security of computer systems A58
 B1
B2
B3
B7
 C1
C6

Contents
Topic Sub-topic
Introduction IT and organizations
Service Management
Good Practices in Service Management General ideas
Introduction to ITIL v3
The Service Lifecycle Service Lifecycle
Service Strategy
Service Design
Service Transition
Service Operation
Continual Service Improvement
Service Design General concepts and definitions
Key principels and models
Processes
Service Transition General concepts and definitions
Key principles and models
Processes
Service Operation General concepts and definitions
Key principles and models
Processes
Functions
Service Strategy Introduction
Processes
Continual Service Improvement Key principles and definitions
Processes

Planning
Methodologies / tests Competencies Ordinary class hours Student’s personal work hours Total hours
Guest lecture / keynote speech A52 A53 A56 A58 20 54 74
Problem solving A53 B1 B2 B3 B9 10 27 37
Supervised projects A53 B7 C1 C6 10 27 37
Objective test A52 2 0 2
 
Personalized attention 0 0
 
(*)The information in the planning table is for guidance only and does not take into account the heterogeneity of the students.

Methodologies
Methodologies Description
Guest lecture / keynote speech Theoretical contents
Problem solving Analysis of practical cases
Supervised projects Preparation and defense of a work related to ITSM
Objective test Written exam to assess the theoretical contents

Personalized attention
Methodologies
Problem solving
Guest lecture / keynote speech
Supervised projects
Description
Students will have personalized attention in all the stages of learning, both practical and theorical.

Assessment
Methodologies Competencies Description Qualification
Problem solving A53 B1 B2 B3 B9 Assessment of putting into practice the acquired knowledge 40
Objective test A52 Assessment of the theoretical contents 40
Supervised projects A53 B7 C1 C6 Preparation and defense of works about the contents in this subject 20
 
Assessment comments

Part time students will have convenient assessment regarding timetables and face-to-face tests.


Sources of information
Basic Brady Orand (2011). Foundations of IT Service management with ITIL 2011. CreateSpace
Peter Farenden (2011). ITIL for dummies. Oxford : John Wiley & Sons
Office of Government Commerce (2012). Passing your ITIL Foundation exam. The Stationery Office

Complementary Cabinet Office (2011). ITIL Continual Service Improvement. TSO (The Stationery Office)
Cabinet Office (2011). ITIL Service Design. TSO (The Stationery Office)
Cabinet Office (2011). ITIL Service Operation. TSO (The Stationery Office)
Cabinet Office (2011). ITIL Service Strategy. TSO (The Stationery Office)
Cabinet Office (2011). ITIL Service Transition. TSO (The Stationery Office)


Recommendations
Subjects that it is recommended to have taken before
Project Management/614G01021

Subjects that are recommended to be taken simultaneously
Information Systems Standards/614G01044
Quality Assurance/614G01223

Subjects that continue the syllabus

Other comments


(*)The teaching guide is the document in which the URV publishes the information about all its courses. It is a public document and cannot be modified. Only in exceptional cases can it be revised by the competent agent or duly revised so that it is in line with current legislation.