IT Service Fundamentals
Week 1.
Lecture 1. Introduction. The changing
nature of Information Systems in organizations. Familiarisation, Commodisation and
Globalisation. Understanding the role of IT services within an organizations.
Some key themes and concepts. What is ITIL. ITIL V3.
Week 2.
Lecture 2. IT as a Service
Industry. Exploring the concepts of a service and relating them to the delivery
of IT within an organization.
Week 3.
Lecture
3. IT Service Innovation. Planning and Developing new IT services. Concepts,
Frameworks, Practice.
Week 4
Lecture 4. .IT Service
Quality. Understanding the differences between product and service quality.
Application of models for investigating service quality to IT services.
Week 5
Lecture 5. IT
Service Marketing. Creating awareness of IT services inside and outside the
organization. Identifying stakeholders. Applying marketing concepts to IT services.
Communication within IT services.
IT Service Strategy
Week 6
Lecture 6. Strategic Issues in
Information Systems and Services. What systems and services should IT services
be delivering? Identifying core products
and processes. Importance of alignment.
Lecture 7. Why Information Systems
are Strategic. How IS can give organizational advantage. Strategic Information
Systems (SIS). Finding SIS and maintaining the competitive advantage.
Week 7.
Lecture
8. Identifying and Managing the Application Portfolio. Assessing the
current IT situation as a portfolio. Value Chain and other approaches.
Week 8
Lecture
9. Using the Resource-Based View of the Firm in IT Services. IT as resources.
The RBV Model. Implications of RBVF for IT Services.
Week 9
Lecture 10. IT Service
Strategy. The difference between information systems strategy and IT service
strategy. An IT service strategy process.
Lecture 11. Chaos Theory. Concepts
and application to IT Services and Strategy.
Week 10
Lecture 12. Using
Critical Success Factors (CSFs) in IT
strategy and Services. Classification of CSFs. Service CSFs as a basis for IT
Service Operations.
Week 11
Lecture 13. IT Service
Outsourcing. Approaches to outsourcing. The make or buy decision. Implementing
IT outsourcing. Outsourcing and IT Services.
Week 15
Lecture 14.
IT Service Relationships with Employees. Managing IT staff. Recruiting.
Motivation. Retention. Appraisal. Emotional
Labour. Communities of Practice.
IT Service Operations
Lecture 15. IT Service
Helpdesks. Role of helpdesk. Problems. Being Proactive. Scripting Critical
Incidents.
Week 16
Lecture 16. Service
level management. Creating SLAs.
Lecture 17.
Incident Management and Problem Management. The call life cycle. Problem
management. Form find and repair to predict and prevent. Problem management and
customer education. Service research
concepts.
Week 17
Lecture 18. Information
requirements for IT service operations. Information models. How information
might be used. The service catalogue.
Lecture 19. Availability Management. Guaranteeing consistent, predictable access to data and applications. Key issues. Dealing with planned downtime. Availability design.
Week 18
Lecture 20. IT Service
continuity. Backups. Disaster recovery. Remote strategies. Planning,
implementation, Testing.
Lecture 21.
Configuration Management. Basic steps Granularity. Identifying configuration
items. Open source configuration management.
Week 19
Lecture 22. Capacity
Management. Computer capacity planning. IT asset management. Service capacity
issues. Model for linking asset management to procurement.
Lecture 23.
Release and Change Management. Principles and overview. Change management
processes and procedures.
Week 20
Lecture 24. IT
services and security. Technical and managerial security. Second order
security. Risk Management. CRAMMS. BS7799 Code of Practice. E-Commerce security
issues.
IT Service Governance
Lecture 25. IT Service structure.
IT Governance. Accountability and Responsibility. IT Structures. Centralised,
Decentralised, Federal. IT Chargeback.
Week 21
Lecture 26. Cobit and CMM.
Cobit – background, structure, processes. Relation to ITIL and BS15000.
Capability Maturity Model (CMM). Evolution. Development of a services CMM.
Comparison with BS15000.
IT Service Context
Week 22
Lecture 27. End User
Computing Catalysts. History. Who are the end-users? Activities matrix: depth
of involvement versus scope of involvement. Advantages and Disadvantages.
Approaches to managing EUC. The concept of Management Developed Systems. Why
managers want to develop their own systems. Advantages of their doing so.
Managing EUC. Direction, support and control. Roles and responsibilities. The
concept of user-oriented EUC.
Week 23
Lecture 28. IT Services
in Small-to-Medium Enterprises (SMEs). Characteristics of SMEs. Issues and
problems in SMEs. Approached to IT strategy in SMEs, . Adapting ITIL to SMEs.
Use of the Internet in SMEs.
Week 24
Lecture 29.
IT Service Culture. What is Culture? Elements of Service Management Culture.
Service Culture and BS15000
Week 25
Lecture 30. Supplier
Management. The Supplier lifecycle. Approaches to procurement. Managing IT
supplier relationships.
Lecture
31. Sarbanes-Oxley. History. Organisational demand. IT service
implications.
Last Updated: 28/09/07 By Neil McBride