Identifying Data 2022/23
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
Spanish
English
Teaching method Face-to-face
Prerequisites
Department Enxeñaría de Computadores
Coordinador
Enes Álvarez, Jonatan
 E-mail
jonatan.enes@udc.es
Lecturers
Enes Álvarez, Jonatan
 E-mail
jonatan.enes@udc.es
Web
General description Introdución á xestión de servizos TIC na contorna dunha organización. No aspecto teórico, prestarase especial atención ás recomendacións ITIL. No aspecto práctico, realizaranse varias prácticas centradas no despregamento e mantemento de servizos que poden ser de utilidade no contexto dunha empresa de tamaño mediano e pequeno.

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
A53
A56
A58
 B1
B7
B9
Capacity to design, deploy and manage an IT Service A53
A56
A58
 B1
B2
B3
B9
 C1
Capacity to manage the warranty and security of computer systems A58
 B1
B3
B9
 C1
Understand the context of an organization and its IT necessities A52
 B7
 C6

Contents
Topic Sub-topic
Introduction * IT, services and service management
* IT Service Quality Management: ITIL
* Anatomy of a Service
* Processes, Functions and Roles
Good Practices in Service Management * Basic and general concepts
* Introduction to ITIL v3
The Service Lifecycle * Service Strategy
* Service Design
* Service Transition
* Service Operation
* Continual Service Improvement
* Continual Feedback Loop
Service Strategy * Introduction
* Purpose, Objectives and Scope
* Processes
* Strategy Management for IT Services
* Service Portfolio Management
* Financial Management for IT Services
* Business Relationship Management
* Demand Management
Service Design * Introduction
* Purpose, Objectives
* Basic concepts and definitions
* Processes
Service Transition * General concepts and definitions
* Key principles and models
* Processes
Service Operation * General concepts and definitions
* Key principles and models
* Processes
* Functions
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 B7 B9 C6 20 54 74
Laboratory practice A53 A56 B1 B2 B3 B7 C1 20 54 74
Objective test A52 A53 A56 A58 B1 B3 B9 C1 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 Lessons explaining the theoretical contents
Laboratory practice Practice lessons focusing on key concepts from IT service management.
Objective test Written exam to assess the theoretical contents

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

Assessment
Methodologies Competencies Description Qualification
Laboratory practice A53 A56 B1 B2 B3 B7 C1 All the submitted practices will be assessed by the teacher and graded for a fraction of the maximum qualification each. 50
Objective test A52 A53 A56 A58 B1 B3 B9 C1 Assessment of the theoretical contents. There will be a test midterm, for a fraction of the final qualification, and a final test at the end of the term for the main part of the qualification. 50
 
Assessment comments

To pass the subject 2 minimum requierements are needed:

  • 40% of the maximum lab qualification (2 points out of 5)
  • 40% of the maximum objective tests qualification (2 points out of 5)

Lab practices are NON REPEATABLE for the second chance.

The objective tests are fully REPEATABLE.

Part-time students or students with approved dispensation for non-attendance at classes will be able to benefit from some flexibility when carrying out laboratory sessions and exercises.

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.