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 Natural & Applied Sciences Master's Degree
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 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)
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