All programmes > ICT Service Management

ICT Service Management (B-KUL-D0I69A)

6 ECTSEnglish39 Second term
Van Landuyt Dimitri
OC Handelsingenieur en Handelsingenieur in de beleidsinformatica FEB Campus Leuven

Aims

Upon completion of this course, the student has a fundamental understanding of the management of ICT-based Services. The student is confronted with the underlying theory and best practices, extensively illustrated by means of case studies. In particular the student is able to:

  • define precisely ICT-based Services from a demand as well as support perspective, and understand the positioning of Services in Business Processes
  • define and implement an overal ICT-based Service Catalogue for an organisation
  • apply relevant costing policies to ICT-based Services
  • make the business case for the development of new and innovative services (including cost-benefit analysis)
  • decide on (out)sourcing issues in ICT-based Services
  • evaluate the applicability of Service Management Frameworks (ITIL, ISO20000, CMMI and COBIT) for Service Delivery as well as Support

Previous knowledge

At the beginning of this course, the student should possess a basis knowledge of Information Systems.
Furthermore, knowledge of basic micro-economical techniques is recommended.

Is included in these courses of study

Activities

6 ects. ICT Service Management (B-KUL-D0I69a)

6 ECTSEnglishFormat: Lecture39 Second term
Van Landuyt Dimitri
OC Handelsingenieur en Handelsingenieur in de beleidsinformatica FEB Campus Leuven

Content

The topics of this course are:

Part I: IT Service management

* Introduction: IT in a business environment
* A framework for IT management
* IT managment standards and frameworks
* Services delivery management
* Financial managemement
* Operations management
* Services quality management
* Security management
* Supplier management
* Human resources management

Part II: IT governance

* Introduction: what is IT governance?
* The ISO 38500 standard
* The COBIT framework
* IT decision making
* IT spending
* Business-IT alignment

Course material

Mandatory course material: course book: The IT Management Essentials - Delivering business value, ISBN: 9789057187513

Toledo: in depth explanations and comments of parts of the course book, literature, slides.

Language of instruction: more information

De deelnemersgroep is sterk internationaal samengesteld

Format: more information

The course consists of:

1. Lectures where the topics are presented, elaborated and discussed.
2. Exercises where the topics are applied to specific situations. Exercises are prepared by the students and discussed during class.
3. Self-study, in particular the reading of research papers.

Evaluation

Evaluation: ICT Service Management (B-KUL-D2I69a)

Type : Partial or continuous assessment with (final) exam during the examination period
Type of questions : Open questions
Learning material : Calculator

Explanation


The exam is oriented towards understanding and applying IT governance and management research, standards, frameworks, principles, processes and techniques.
The grades are determined by the lecturer as communicated via Toledo and stated in the examination schedule. The result is calculated and communicated as a whole number on a scale of 20.
The features of the evaluation and determination of grades are identical to those of the first examination opportunity, as described above.