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) |
|---|
| N/A |
| Course Language | English |
|---|---|
| Course Type | N/A |
| Course Level | Natural & Applied Sciences Master's Degree |
| Mode of Delivery | Face To Face |
| Learning and Teaching Strategies | Lecture. |
| Course Lecturer(s) |
|
| 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;
|
| 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 |
Sources
| 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 | X |
|---|---|
| Major Area Courses | |
| 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 | An ability to apply knowledge of mathematics, science, and engineering. | |||||
| 2 | An ability to design and conduct experiments, as well as to analyze and interpret data. | |||||
| 3 | An ability to design a system, component, or process to meet desired needs. | |||||
| 4 | An ability to function on multi-disciplinary domains. | |||||
| 5 | An ability to identify, formulate, and solve engineering problems. | |||||
| 6 | An understanding of professional and ethical responsibility. | |||||
| 7 | An ability to communicate effectively. | |||||
| 8 | Recognition of the need for, and an ability to engage in life-long learning. | |||||
| 9 | A knowledge of contemporary issues. | |||||
| 10 | An ability to use the techniques, skills, and modern engineering tools necessary for engineering practice. | |||||
| 11 | Skills in project management and recognition of international standards and methodologies | |||||
| 12 | An ability to produce engineering products or prototypes that solve real-life problems. | |||||
| 13 | Skills that contribute to professional knowledge. | |||||
| 14 | An ability to make methodological scientific research. | |||||
| 15 | An ability to produce, report and present an original or known scientific body of knowledge. | |||||
| 16 | An ability to defend an originally produced idea. | |||||
ECTS/Workload Table
| Activities | Number | Duration (Hours) | Total Workload |
|---|---|---|---|
| Course Hours (Including Exam Week: 16 x Total Hours) | |||
| Laboratory | |||
| Application | |||
| Special Course Internship | |||
| Field Work | |||
| Study Hours Out of Class | 16 | 3 | 48 |
| Presentation/Seminar Prepration | |||
| Project | |||
| Report | |||
| 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 | ||