Teaching GuideTerm Faculty of Computer Science |
Grao en Enxeñaría Informática |
Subjects |
ICT Management Standards |
Contents |
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Identifying Data | 2023/24 | |||||||||||||
Subject | ICT Management Standards | Code | 614G01046 | |||||||||||
Study programme |
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Descriptors | Cycle | Period | Year | Type | Credits | |||||||||
Graduate | 2nd four-month period |
Third | Optional | 6 | ||||||||||
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Topic | Sub-topic |
Chapter 1 - Introduction | * IT, services and service management * IT Service Quality Management: ITIL * Anatomy of a Service * ITIL basic concepts * ITIL Lifecycle |
Chapter 2 - Service Strategy | * Introduction * Purpose and objectives * Processes ---- Strategy Management for IT Services ---- Service Portfolio Management ---- Financial Management for IT Services ---- Business Relationship Management ---- Demand Management |
Chapter 3 - Service Design | * Introduction * Purpose and objectives * Processes ---- Design Coordination ---- Service Level Management ---- Service Catalog Management ---- Supplier Management ---- Availability Management ---- Capacity Management ---- Continuity Management ---- Information Security Management |
Chapter 4 - Service Transition | * Introduction * Purpose and objectives * Processes ---- Transition planning and support ---- Change management ---- Service asset and configuration management ---- Release and deployment management ---- Knowledge management |
Chapter 5 - Service Operation | * Introduction * Purpose and objectives * Processes ---- Event management ---- Incident management ---- Problem management ---- Request fulfilment ---- Access management |
Chapter 6 - Continual Service Improvement | * Introduction * Purpose and objectives * Situation assessment * Measuring the progress |
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