Module title: Information Technology Service Management

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

Module code: INF09112
Module leader: Laura Muir
School School of Computing
Subject area group: Creative and Social Informatics


2019/0, Trimester 2, FACE-TO-FACE, Edinburgh Napier University
Occurrence: 001
Primary mode of delivery: FACE-TO-FACE
Location of delivery: MERCHISTON
Partner: Edinburgh Napier University
Member of staff responsible for delivering module: Laura Muir
Module Organiser:

Learning, Teaching and Assessment (LTA) Approach:
Students are encouraged to develop a critical understanding of the real world issues and drivers behind the successful management of information technology services.
Lectures cover the module content and learning outcomes supported by additional background notes and further materials in the VLE. Lecture activities are based on small-group analysis of industry case studies and scenarios, with informal presentation of findings to the whole group. Practical IT lab sessions will develop knowledge and understanding in the ITIL (version 4) Framework for IT Service Management in an online training package (provided by ITSM Zone). Students will also experience how ITSM works in organisations on site visits and from presentations given by visiting speakers from industry.
In-class discussions based on seminar/tutorial material and set reading will develop skills of analysis, synthesis, group participation and verbal expression.
Supervised assessment through the coursework enables articulation of knowledge and understanding of LOs 1-4.

Formative Assessment:
Continuous formative assessment will be provided during lecture activities, IT labs and in support of the coursework. Feedback on Coursework 1 is formative for Coursework 2.

Summative Assessment:
1. A group presentation (30% of the module mark) – enables students to achieve LO1 by creating an organisational scenario for IT Service Management and identifying opportunities for service value creation. The students receive a group mark and an individual mark (15% of the mark for this assessment) for their individual contribution. The students’ individual contribution will be developed in their Coursework 2 report.
2. An Individual report (70% of the module mark) – consolidates learning in an individual report that critically evaluates the opportunities and challenges for adding value within a specific service management practice in an organisational context (developed from work in Coursework 1) and covers LO1, LO2, LO3 and LO4.

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 HOURS= 00.15, WORDS= 0
Report 70 1,2,3,4 12 HOURS= 00.00, WORDS= 3000
Component 1 subtotal: 30
Component 2 subtotal: 70
Module subtotal: 100

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.

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