Course detail

Service Sciences

FIT-ISEAcad. year: 2009/2010

The current growth of the service sector in global economies is unparalleled in human history, by scale and speed of the labor migration. Even large manufacturing firms are seeing dramatic shifts in the percentage of their revenues derived from services. The need for service innovations to fuel further economic growth as well as to raise quality and productivity levels of services has never been higher. Services are moving center stage in the global competition arena, especially knowledge-intensive business services aimed at business performance transformation. One challenge to systematic service innovation is the multidisciplinary nature of services, integrating across technology, business, social, and client (demand) innovations.

Language of instruction

Czech

Number of ECTS credits

3

Mode of study

Not applicable.

Learning outcomes of the course unit

To understand the items and proccesses aplied in area of IT Services.

To be able react in proper way on requirements and tasks asked in IT services area.

Prerequisites

No prerequisity is required.

Co-requisites

Not applicable.

Planned learning activities and teaching methods

Not applicable.

Assesment methods and criteria linked to learning outcomes

Attendance on lectures and success at the written semester test.

Course curriculum

  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.

Work placements

Not applicable.

Aims

This course shows the emergence of service science, a new multidisciplinary area of study, to address the challenge of becoming more systematic about innovating in services. The course point out solutions and proccesses mainly used in area of IT services.

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

Active attendance on lectures.

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 hours, optionally

Teacher / Lecturer

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.