Module title: Information Technology Service Management

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

Module code: INF09412
Module leader: Laura Muir
School School of Computing
Subject area group: Creative and Social Informatics

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

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

Learning, Teaching and Assessment (LTA) Approach:
The student is required to be employed as a Graduate Level Apprentice based in and around Edinburgh to be eligible to complete this module, in this format.

This module is offered in day release (GLA) study mode and will be delivered during the period that students are attending classes from 9 am to 5 pm, one day per month.

The module content will be delivered in a blended form using online materials, while in-class time is devoted to practical exercises, activities and discussion. The module is designed around online and student-centred learning in practice with an emphasis on building a learning community.

The module is introduced by an induction workshop which introduces students to the online resources and explains the assessment process.

Students are encouraged to develop a critical understanding of the real world issues and drivers behind the successful management of information technology services. This will be supported in one day seminars, online guided independent study and independent learning.

The online guided independent study includes completion of an online training package for ITIL4 (provided by ITSM Zone, powered by PeopleSoft) leading to a Certificate of Completion in ITIL4 Foundation. In addition, online materials are provided on Moodle for guided study including lecture content and directed reading, with engagement using discussion forums/quizzes/polls as appropriate for developing learning to achieve the module Learning Outcomes (LO1-4).

Formative Assessment:
Continuous formative feedback will be provided for learning online and during the one-day seminar activities, 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 Seminar 21
Online Guided independent study 30
Independent Learning Guided independent study 149
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 , 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.

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:
Contact your module leader