Modules

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: Diane McAdie
School School of Computing, Engineering and the Built Environment
Subject area group: Applied Informatics
Prerequisites

There are no pre-requisites for this module to be added
Timetables
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

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

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