Course detail

IT Service Design and Implementation

FIT-INIAcad. year: 2026/2027

The course deals with the entire life-cycle of IT services, i.e. from processes of service strategy management to processes of continuous improvement of services. Service Strategy: A new service development, a service portfolio, requirements analysis, pricing services, a strategic process. Service Design: Risk analysis, sustainability of services, a service catalogue, metrics for services, service levels, supplier management. Service Transition: Asset management and configuration of services, testing of services, change management, knowledge management. Service Operation: monitoring of services, incidents and problems. Continual Service Improvement: Identifying opportunities for improving services, methods of evaluation of services, processes of continual service improvement.

Language of instruction

Czech, English

Number of ECTS credits

4

Assignment to study programme types

Bachelor's

Mode of study

Not applicable.

Guarantor

RNDr. Marek Rychlý, Ph.D.

Department

Department of Information Systems (UIFS)

Entry knowledge

Not applicable.

Rules for evaluation and completion of the course

  • submission of a group project's results (a design documentation of IT services according to a given specification; three parts, each of 15 points, 45 points in total); excused absences are solved by the guarantor.
  • a presentation of the project at the seminar (15 points); excused absences are solved by the guarantor.
  • a written test took individually (40 points); there is no resit; excused absences are solved by the guarantor.
  • for activities during the semester, a student must earn at least 50 points for receiving the credit.

Aims

The goal of this course is to provide students with a comprehensive overview of the issues of design and implementation of IT services, to make them familiar with the processes and resources for support and documentation of all phases of IT services' life cycle, and to provide practical knowledge on design and implementation of IT services.
Students will understand the life-cycle of IT services and processes for support and documentation of the life-cycle. They will learn how to make a service portfolio and a basic financial analysis of services in the portfolio, to draft contracts for providing services in terms of a customer (consuming the services from internal or external suppliers) and in terms of a service provider, to design services and prepare documentation for their deployment, to evaluate deployed services, to prepare a plan for continual service improvement and to propose service modifications according to the plan. Students will be able to acquire and apply knowledge and skills in design and implementation of IT services in the appropriate context. Students will be able to actively participate in the design and implementation of IT services in an organization and will have a basic knowledge of IT services according to ITILv4.

Study aids

Not applicable.

Prerequisites and corequisites

Not applicable.

Basic literature

Cabinet Office. ITIL Continual Service Improvement 2011 Edition. The Stationery Office, GBR, 2011. ISBN 978-0-11-331308-2 (EN)
Cabinet Office. ITIL Service Design 2011 Edition. The Stationery Office, GBR, 2011. ISBN 978-0-11-331305-1 (EN)
Cabinet Office. ITIL Service Operation 2011 Edition. The Stationery Office, GBR, 2011. ISBN 978-0-11-331307-5 (EN)
Cabinet Office. ITIL Service Strategy 2011 Edition. The Stationery Office, GBR, 2011. ISBN 978-0-11-331304-4 (EN)
Cabinet Office. ITIL Service Transition 2011 Edition. The Stationery Office, GBR, 2011. ISBN 978-0-11-331306-8 (EN)

Recommended reading

ITIL Mind Maps [online]. ITSM Zone, 2015 [cit. 2021-12-23]. Available at: https://itsm.zone/downloads/itilv31/ITIL-Mind-Maps-V4.pdf (EN)
AXELOS Limited. ITIL Foundation: ITIL 4 Edition. The Stationery Office, 4th edition, GBR, 2020. ISBN 978-0-11-331607-6 (EN)
ITIL výkladový slovník [online]. itSMF Česká republika, 2012 [cit. 2021-12-23]. Available at: https://itsmf.cz/wp/wp-content/uploads/2017/08/itil_2011_czech_glossary_v2.0.pdf (CS)
ITIL-Checklists. In IT Process Wiki [online]. Pfronten (Germany): IT Process Maps GbR, 2021 [cit. 2021-12-23]. Available at: http://wiki.en.it-processmaps.com/index.php/ITIL-Checklists (EN)
Mark Haddad, Matt Bovill, Glyn Davies. ITIL v3 Process Model. ILX Group, 2007. ISBN 978-0-9544884-4-4. (EN)
AXELOS Limited. ITIL 4: Create, Deliver and Support. The Stationery Office, 1st edition, GBR, 2020. ISBN 978-0-11-331632-8 (EN)
AXELOS Limited. ITIL 4: Direct, Plan and Improve. The Stationery Office, 1st edition, GBR, 2020. ISBN 978-0-11-331644-1 (EN)
AXELOS Limited. ITIL 4: Drive Stakeholder Value. The Stationery Office, 1st edition, GBR, 2020. ISBN 978-0-11-331636-4 (EN)
AXELOS Limited. ITIL 4: High-velocity IT. The Stationery Office, 1st edition, GBR, 2020. ISBN 978-0-11-331640-3 (EN)
Úvodní přehled ITIL 2011 [online]. itSMF Česká republika, 2012 [cit. 2021-12-23]. Available at: https://itsmf.cz/wp/wp-content/uploads/2017/08/Uvodni_prehled_ITIL_2011.pdf (CS)

Elearning

eLearning: currently opened course

Classification of course in study plans

  • Programme BIT Bachelor's 2 year of study, winter semester, elective
  • Programme BIT Bachelor's 2 year of study, winter semester, elective

Type of course unit

 

Lecture

22 hours, optionally

Teacher / Lecturer

RNDr. Marek Rychlý, Ph.D.

Syllabus

  1. Introductory information: Course structure and objectives, project organization. Introduction to ITIL v4: value creation through IT, principles and activities according to the Service Value System and Service Value Chain; overview of practices in General Management, Service Management, and Technical Management.
  2. General Management Practices (Part 1): Strategy and Portfolio
  3. General Management Practices (Part 2): Risk and Finance
  4. General Management Practices (Part 3): Improvement
  5. Service Management Practices (Part 1): Requirements
  6. Service Management Practices (Part 2): Commitments and Agreements
  7. Service Management Practices (Part 3): Changes
  8. Service Management Practices (Part 4): Operations
  9. Technical Management Practices
  10. Service Value Chain
  11. IT Governance
  12. Conclusion and final project presentations
  13. A final test.

Fundamentals seminar

4 hours, compulsory

Teacher / Lecturer

RNDr. Marek Rychlý, Ph.D.

Syllabus

The project will be continuously discussed by the team and ultimately presented during the seminar.

Project

13 hours, compulsory

Teacher / Lecturer

RNDr. Marek Rychlý, Ph.D.

Syllabus

A group project aimed at the design of IT services according to a given specification. The project consists of five parts (each part takes approximately 3-4 hours for a team member):

  1. Service portfolio design and financial analysis
  2. Specification, design, and implementation of a selected service
  3. ITSM situation scenario and Service Value Stream for the solution

Individual preparation for excercises

8 hours, optionally

Teacher / Lecturer

RNDr. Marek Rychlý, Ph.D.

Syllabus

Prior to each seminar, it is recommended that students familiarize themselves with the designated topic and prepare all necessary materials (such as examples, practical scenarios, etc.).

Individual preparation for a lecture

22 hours, optionally

Teacher / Lecturer

RNDr. Marek Rychlý, Ph.D.

Syllabus

Before every lecture, it is recommended to:

  • Review basic concepts and findings from the previous lecture. The upcoming lecture will likely build upon them.
  • Study the materials for the upcoming lecture in advance and identify passages that will require increased attention, or perhaps even prepare questions.

Individual preparation for a final exam

26 hours, optionally

Teacher / Lecturer

RNDr. Marek Rychlý, Ph.D.

Individual preparation for a project work

1 hours, optionally

Teacher / Lecturer

RNDr. Marek Rychlý, Ph.D.

Syllabus

Prior to project commencement, the project team must be assembled and subsequently coordinated throughout the project lifecycle.

Elearning

eLearning: currently opened course