IT Service Management Course Overview

IT Service Management Course Information

• Instructor: Nina Hellman Msc(Tech)
• Email: [email protected]
• Institution: Metropolia University of Applied Sciences, Helsinki

Course Schedule

• 10:00: Course information, ITSM Intro lecture, discussion on pretask

• 13:00: Lunch, Core Concepts class tasks & hand-ins

• Breaks available as needed

• 23.1: Contact Forum day

• Myyrmäki: Employer fair day

Core Concepts

• Every organization is a service organization
• All services are IT enabled

ITSM Overview

• ITSM aims to integrate technology for delivering business value
• ITIL (Information Technology Infrastructure Library) provides guidelines for service management, similar to project management methods guiding project management
• Crucial aspects include: cloud computing, cloud analytics, big data, smart machines, robotics, automation, Internet of Things, business applications (ERP), and basic IT (hardware, software, and networks).

ITSM Challenge

• Managing IT-related technology in the face of digitalization is a technical challenge.
• Managing people, processes, and partners is another key consideration in ITSM

Course Evaluation

• IT Service Management 5 credits:
• 40%: ITIL exam (multiple choice, need 60% or higher)
• 30%: Individual ITSM task/project
• 25%: ITIL tasks (in-class and homework)
• 5%: ITIL quizzes (3 before lessons)
• Attendance below 80% impacts the final grade.

ITIL Course

• Quizzes happen at the beginning of the 9:00-9:20 lesson and cannot be made up later
• Proper preparation greatly aids exam performance
• The first quiz covers key concepts from ITIL v4
• Keep detailed notes

Exam Details

• Material: Lecture material in OMA, practice using the ITIL v4 app, and e-book available in the library
• Format: Multiple choice with 40 questions; 60% needed to pass and participate in the ITSM Project.

ITIL v4 Course Cost

• Standard course costs €800-€1400 per person

ITIL Course and Project

• ITSM project participation requires successful course completion.
• The course can be taken independent of the ITSM project.

IT Spending Evaluation

• The Run, Grow, Transform (RGT) model evaluates IT costs; 66% associated with running the business, 34% with growth and transformation.
• The percentage of IT spending relative to revenue is a less effective metric for evaluating IT spending by modern organizations.

ICT (Information and Communication Technology) Project Portfolio

• Project portfolios are organized based on strategic, transactional, and informational objectives.
• These projects range from infrastructure improvements to cutting costs and increasing customer value.

After Project Completion

• Discusses what happens after the project, without details

Pretask: Defining ITSM

• Students should define the concept of IT Service Management (ITSM), specifying who uses it.
• ITIL definition, strengths, and weaknesses should be explored.
• Students should evaluate their current ITIL knowledge and desired knowledge level.

Group Discussion

• The class should discuss the implementation of a new ERP system.
• Consideration of the aspects of deployment, maintenance, and the necessary planning must be assessed.

ITSM Details

• Aspects regarding technical execution, testing, user support, data protection (GDPR compliance), incident management, service change management, monitoring, service availability, security, compliance, and employee motivation should be examined.

IT Service Management: User perspective

• Users expect an effective and reliable IT service
• Key aspects to consider include service quality, response time, cost, and alignment with needs.

Service Management

• Service Management involves organizational capabilities for serving customers.
• ITSM ensures that ICT and services deliver value to users, not owned by them.
• Crucial service elements include usability and reliability.

Defining ITIL

• ITIL contains the best practices for IT service management.
• ITIL is governed by Axelos and OGC.
• It includes guides on IT services, processes, and supporting facilities.

Lesson Task 1b

• The assignment involves identifying examples of IT services in groups.
• Include participation in a 15-minute session with 4 people.
• The task needs to be submitted to OMA (online learning module assessment).
• Include the names of those who attended and provided their inputs.

IT Service Provider's offerings

• Infrastructure, applications, consulting, products, and services are offered by IT suppliers.
• Outsourcing services include helpdesk, hardware & licensing, servers, network services and applications.

IT Related Services

• Categorizes various IT services based on volume and customization level.
• Ranges from project-based to continuous processes like IT equipment ordering, standard changes, or first-line support.

IT Service Model

• A diagram of the components in an IT service model with the company IT department at the centre surrounded by Business units and IT suppliers.

Service Catalogue Examples

• Presents a suggested service catalogue. Categorized into Business, Core IT, Communication, and Professional Services, covering topics like Human Resources, Finance, Files, Print, Web, Email messaging, Voice, Training, Consultancy, Projects, Development, and more.
• This catalogue is based on the sample provided from Barclay Ray ITSM 2013.

Lesson Task 1c

• The assignment involves learning and applying ITIL v4 key concepts in groups.
• A 1.5-hour session with 4 people is required.
• The details of the session and participants should be recorded and submitted to OMA.

Next Lesson Preparation

• Punctuality is emphasized, with the 9:30 quiz start time.
• Active participation is encouraged.

Key Concepts

• ITIL v4 vocabulary
• Overview of ITIL's applications

Definition of Key Roles and Terms

• Customer: Defines service requirements, responsible for consumption outcomes.
• User: Consumes or uses services.
• Sponsor: Authorizes budget for service consumption.
• Service Offering: Describes services, including goods or resources accessed.
• Value Co-creation: Facilitates achieving customer goals without managing costs or risks.

Value of Services

• Utility: Fit for purpose.
• Warranty: Fit for use.

Additional Exam Information

• Material: Lectures, OMA (online module assessment)
• Format: Multiple choice, 40 questions, 60% needed to pass.

Key Concepts of ITIL v4 Learning Session

• Four participants, 1.5-hour duration.

Explore the essential concepts of IT Service Management (ITSM) in this quiz focused on the introduction and core principles of the course. Understand how ITSM integrates technology to deliver business value and the role of ITIL in guiding service management practices. This quiz will help reinforce your knowledge of key ITSM topics.