ECTS - Foundations in Information Technology Services

Foundations in Information Technology Services (ISE405) Course Detail

Course Name Course Code Season Lecture Hours Application Hours Lab Hours Credit ECTS
Foundations in Information Technology Services ISE405 3 0 0 3 5
Pre-requisite Course(s)
Course Language English
Course Type N/A
Course Level Bachelor’s Degree (First Cycle)
Mode of Delivery Face To Face
Learning and Teaching Strategies Lecture.
Course Coordinator
Course Lecturer(s)
Course Assistants
Course Objectives The objective of this course is to provide an overview of IT services. The course is comprised of sessions where each session covers an IT service and will use case studies to introduce students to real-world examples of the services provided by IT corporations for their customers. The focus will be on the essential concepts and methodologies used to architect, implement, and support companies requesting IT services.
Course Learning Outcomes The students who succeeded in this course;
  • Analyze the need for integration systems in order to provide effective and efficient responses to market needs
  • Develop strategic approaches to planning of systems in relation to manufacturing, services, marketing and financial situations
  • Demonstrate an effective understanding of the tools and techniques employed in IT system operations and its management
  • Identify the major problems which occur in a system
  • Appraise the role of total quality and business process re-engineering with it as an enabler
Course Content Service operation and continual service improvement domains of the ITIL standard for IT service management, planning and change management, asset and configuration management, security management, network management, storage management, request management, incident and problem management.

Weekly Subjects and Releated Preparation Studies

Week Subjects Preparation
1 Computing Infrastructure Overview - Computing Platforms and OS, Networks, Storage (Lecture Notes) Session 2 – 4 (main text)
2 Computing Infrastructure Overview - Applications (DB, Middleware, CRM, IT Management) Session 5
3 Introduction to IT Services - ESM Introduction (IT Service Management) Session 6 – 7
4 Event & Fault Management Session 9 – 12
5 Problem Management, Change Management Session 13 – 14
6 Configuration Management, Asset Management (Inventory, Software Distribution) Session 16 – 18
7 Performance and Capacity Management Session 19
8 Security Management Session 22
9 Network Management Session 23
10 Storage Management Session 25
11 Workload Management Session 26
12 Backup and Recovery Management Session 27
13 End User Services (End User Self-Enablement, Remote Control, Help Desk, Deskside Support, Client Image Services), Reporting Management Session 30 – 31
14 Business Process Management Fundamentals Session 32 – 33
15 Final Examination Period Review of topics
16 Final Examination Period Review of topics


Course Book 1. Kontogiorgis, P., Foundations in IT services I and II - Lecture Notes, IBM Corporation, 2007.
Other Sources 2. Fitzsimmons, J., Fitzsimmons, M., Service Management: Operations, Strategy, Information Technology, McGraw-Hill/Irwin, 6th edition, 2007.
3. Addy, Rob. Effective IT Service Management – To ITIL and Beyond! Springer, 2007.
4. Orand, B., Foundations of IT Service Management: The Unofficial ITIL v3 Foundations Course in a Book, BookSurge Publishing, 2009.
5. Hurwitz, J., Bloor, R., Kaufman, M., Halper, F., Service Management For Dummies, For Dummies, 2009.
6. Betz, C., Architecture and Patterns for IT Service Management, Resource Planning, and Governance: Making Shoes for the Cobbler's Children, Morgan-Kaufmann, 2006.
7. Case, G., DuMoulin, T., Spalding, G., Dissanayake, A. C., Service Management Strategies that Work - Guidance for Executives, Van Haren, 1st edition, 2007.

Evaluation System

Requirements Number Percentage of Grade
Attendance/Participation 1 5
Laboratory - -
Application - -
Field Work - -
Special Course Internship - -
Quizzes/Studio Critics - -
Homework Assignments 4 25
Presentation - -
Project - -
Report - -
Seminar - -
Midterms Exams/Midterms Jury 1 30
Final Exam/Final Jury 1 40
Toplam 7 100
Percentage of Semester Work 60
Percentage of Final Work 40
Total 100

Course Category

Core Courses
Major Area Courses X
Supportive Courses
Media and Managment Skills Courses
Transferable Skill Courses

The Relation Between Course Learning Competencies and Program Qualifications

# Program Qualifications / Competencies Level of Contribution
1 2 3 4 5
1 Adequate knowledge in mathematics, science and computing fields; ability to apply theoretical and practical knowledge of these fields in solving engineering problems related to information systems. X
2 Ability to identify, define, formulate and solve complex engineering problems; selecting and applying proper analysis and modeling techniques for this purpose. X
3 Ability to design a complex system, process, device or product under realistic constraints and conditions to meet specific requirements; ability to apply modern design methods for this purpose. X
4 Ability to develop, select and use modern techniques and tools necessary for the analysis and solution of complex problems encountered in information systems engineering applications; ability to use information technologies effectively. X
5 Ability to gather data, analyze and interpret results for the investigation of complex engineering problems or research topics specific to the information systems discipline. X
6 Ability to work effectively in inter/inner disciplinary teams; ability to work individually. X
7 a. Effective oral and written communication skills in Turkish; ability to write effective reports and comprehend written reports, to prepare design and production reports, to make effective presentations, to give and receive clear and understandable instructions. b. Knowledge of at least one foreign language; ability to write effective reports and comprehend written reports, to prepare design and production reports, to make effective presentations, to give and receive clear and understandable instructions. X
8 Recognition of the need for lifelong learning; the ability to access information and follow recent developments in science and technology with continuous self-development. X
9 a. Ability to behave according to ethical principles, awareness of professional and ethical responsibility. b. Knowledge of the standards utilized in information systems engineering applications. X
10 a. Knowledge on business practices such as project management, risk management and change management. b. Awareness about entrepreneurship, and innovation. c. Knowledge on sustainable development. X
11 a. Knowledge of the effects of information systems engineering applications on the universal and social dimensions of health, environment, and safety. b. Awareness of the legal consequences of engineering solutions. X
12 An ability to design, develop, operate and manage cost-effective information systems by assembling the most appropriate software and hardware, arranging appropriate personnel, and defining necessary procedures, in order to enable public and private sector organizations to do their jobs more effectively and be more competitive. X
13 Skills in finding solutions to business problems using information technologies.

ECTS/Workload Table

Activities Number Duration (Hours) Total Workload
Course Hours (Including Exam Week: 16 x Total Hours)
Special Course Internship
Field Work
Study Hours Out of Class 16 3 48
Presentation/Seminar Prepration
Homework Assignments 4 7 28
Quizzes/Studio Critics
Prepration of Midterm Exams/Midterm Jury 1 15 15
Prepration of Final Exams/Final Jury
Total Workload 91