Course detail

Service Sciences

FIT-ISEAcad. year: 2010/2011

Not applicable.

Language of instruction

Czech

Number of ECTS credits

3

Mode of study

Not applicable.

Guarantor

Ing. Ivana Burgetová, Ph.D.

Department

Department of Computer Systems (UPSY)

Learning outcomes of the course unit

Not applicable.

Prerequisites

Not applicable.

Co-requisites

Not applicable.

Planned learning activities and teaching methods

Not applicable.

Assesment methods and criteria linked to learning outcomes

Not applicable.

Course curriculum

Not applicable.

Work placements

Not applicable.

Aims

Not applicable.

Specification of controlled education, way of implementation and compensation for absences

Not applicable.

Recommended optional programme components

Not applicable.

Prerequisites and corequisites

Not applicable.

Basic literature

Service Strategy, ISBN: 978-0-11-331045-6, TSO 2007 Service Design, ISBN: 978-0-11-331047-0, TSO 2007 Service Operation, ISBN: 978-0-11-331046-3, TSO 2007 Service Transition, ISBN: 978-0-11-331048-7, TSO 2007 Continual Service Improvement: ISBN: 978-0-11-331049-4, TSO 2007

Recommended reading

Úvodní přehled ITIL v3, itSMF, 2007. COBIT 4.1, IT Governance Institute, 2007, ISBN 1-933284-72-2

Classification of course in study plans

  • Programme IT-BC-3 Bachelor's

    branch BIT , 0 year of study, summer semester, elective

Type of course unit

 

Lecture

26 hod., optionally

Teacher / Lecturer

Ing. Ivana Burgetová, Ph.D.

Syllabus

  1. IS/IT outsourcing (part 1): Basic overview Services science.
  2. IS/IT outsourcing (part 2).
  3. IS/IT outsourcing (part 3).
  4. IBM IDC model: Overview
  5. Customer Support Center.
  6. Server System Operations & Desktop Client Support (part 1).
  7. Server System Operations & Desktop Client Support (part 2).
  8. Practical exercise in selected company.
  9. Network Services Delivery (part 1).
  10. Network Services Delivery (part 2).
  11. Mainframe services.
  12. Outsourcing Infrastructure Services, Customer Support Services.
  13. Further development of IS/IT outsourcing services.