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


2018/9, 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:
Learning & Teaching methods including their alignment to LOs

Students are encouraged to develop a critical understanding of the real world issues and drivers behind the successful management of business information systems.

Lectures cover the module content and learning outcomes supported by additional background notes and further materials in the VLE. Tutorial 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 skills in service administration and management supported by partnerships with ITSM software providers). 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 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.

Reading list at:

Formative Assessment:
Continuous formative assessment will be provided in tutorials, practical IT labs and weekly in support of the development of an assessed reflective report. Online quizzes will also be available in Moodle for students to test their knowledge throughout the module.

Summative Assessment:
Summative assessment
1. A group presentation (30% of the module mark) – to review ITSM software systems (LO3). The students receive their group mark and an individual mark (10% of the mark for this assessment) for their individual contribution to the content and delivery of the presentation.
2. An Individual report (70% of the module mark) – an individual reflective report on learning from the module lectures, formative assessment, guest speakers and visits and the practical IT lab work (LO1, LO2, LO4)

Student Activity (Notional Equivalent Study Hours (NESH))
Mode of activityLearning & Teaching ActivityNESH (Study Hours)
Face To Face Lecture 12
Face To Face Tutorial 12
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 3 4 HOURS= 0.25, WORDS= 0
Report 70 1,2,4 12 HOURS= 0, WORDS= 3000
Component 1 subtotal: 30
Component 2 subtotal: 70
Module subtotal: 100

Description of module content:

The module will cover standards, frameworks and processes for delivering IT services to meet organisational objectives. In particular, the following topics will be considered:
• The Information Technology Service Management life cycle: service strategy, design, transition, operation and continuous improvement.
• Information Technology Service maturity
• Enterprise service management
• Professionalism in IT services

Learning Outcomes for module:

Upon completion of this module, you will be able to:
LO1: Critically examine concepts and approaches in IT Service Management
LO2: Understand and evaluate the role and application of professional organisations, standards, best-practice frameworks and communities of practice.
LO3: Evaluate systems and structures for IT Service support
LO4: Demonstrate sound understanding of theory and practice in service management.

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