Core Module Information
Module title: Information Technology Service Management

SCQF level: 09:
SCQF credit value: 20.00
ECTS credit value: 10

Module code: INF09112
Module leader: Jp Vargheese
School School of Computing, Engineering and the Built Environment
Subject area group: Applied Informatics


Description of module content:

The module will cover standards, frameworks, principles, and practices for delivering IT services to meet organisational objectives. Topics include - Concepts of Service Management; Information and Technology; Value Streams and Processes; Professional Organisations and Training; Service Capability and Maturity; Value Creation; Customer Experience, and Service Improvements and Innovation.
The module has been updated for the latest version of ITIL (version 4) which was released in February 2019.

Learning Outcomes for module:

Upon completion of this module, you will be able to:
LO1: Demonstrate knowledge and understanding of IT service management in an organisational context.
LO2: Critically evaluate opportunities and challenges for IT service management improvement.
LO3: Critically examine the application of standards and frameworks, and the role of professional organisations for IT Service Management.
LO4: Demonstrate knowledge and critical understanding of principles and practices for value creation within IT service management.

Full Details of Teaching and Assessment
2023/4, Trimester 1, FACE-TO-FACE,
Occurrence: 001
Primary mode of delivery: FACE-TO-FACE
Location of delivery: MERCHISTON
Member of staff responsible for delivering module: Jp Vargheese
Module Organiser:

Student Activity (Notional Equivalent Study Hours (NESH))
Mode of activityLearning & Teaching ActivityNESH (Study Hours)
Face To Face Lecture 24
Face To Face Practical classes and workshops 24
Independent Learning Guided independent study 152
Total Study Hours200
Expected Total Study Hours for Module200

Type of Assessment Weighting % LOs covered Week due Length in Hours/Words
Oral Presentation 30 1-4 4 HOURS= 00.15
Report 70 1-4 12 , WORDS= 3000
Component 1 subtotal: 30
Component 2 subtotal: 70
Module subtotal: 100

Indicative References and Reading List - URL:
INF09112 IT Service Management