IT Service Management Course Overview

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Questions and Answers

What does IT Service Management (ITSM) primarily focus on?

Ensuring a positive customer experience with processes, people, and technology (correct)

Providing value through services that the customer owns

Monitoring compliance with external regulations only

Eliminating all costs related to IT services

Which of the following best describes ITIL?

A collection of technologies used in IT service delivery

A regulatory body that oversees IT compliance

A series of best practice guidelines for IT Service Management (correct)

A set of financial regulations governing IT expenditures

In effective IT Service Management, the 'customer experience' relates to which of the following components?

The interactions with staff and automated systems (correct)

The regulatory compliance measures in place

The financial costs incurred by the organization

Only the technology used in service delivery

What is one of the primary expectations a user has regarding IT services?

The time it takes to resolve issues encountered Signup and view all the answers

What aspect is NOT typically included in good IT Service Management?

Costs associated with implementing new services Signup and view all the answers

What is the main challenge in IT Service Management (ITSM)?

Managing people, processes, and partners. Signup and view all the answers

What does ITIL provide guidelines for?

Service management in a similar manner to project management. Signup and view all the answers

Which of the following is not considered a core component of ITSM according to the content?

Network Security Signup and view all the answers

What is the percentage value of the ITIL exam contribution to the overall course grade?

40% Signup and view all the answers

Which of these is a technology-related challenge highlighted in the context of ITSM?

Integrating various IT-enabled services. Signup and view all the answers

What does the course evaluation suggest about attendance in order to avoid grade impact?

Above 80% presence is necessary. Signup and view all the answers

Which of the following domains is not directly associated with ITSM as per the provided content?

Reality Augmentation Signup and view all the answers

What is the purpose of the ITSM project task according to the content?

Work on a project relevant to an industry or company. Signup and view all the answers

What is the percentage of IT costs that are associated with running the business according to the RGT model?

66% Signup and view all the answers

What must a student achieve to pass the ITIL Course and participate in the ITSM project?

60% correct answers Signup and view all the answers

Which of the following statements is true regarding the ITIL Course?

You do not need to pass the course to participate in the ITSM project. Signup and view all the answers

What is the cost range for enrolling in the ITIL course?

800-1400 EUR Signup and view all the answers

What is one of the main challenges or weaknesses associated with ITIL?

It is too rigid and does not adapt to change. Signup and view all the answers

Which of the following is NOT a component to consider before installing a new ERP system?

Existing user preference Signup and view all the answers

What does ITSM primarily focus on?

Delivering IT services effectively. Signup and view all the answers

What is a common misconception about evaluating IT spending as a percentage of revenue?

It works for all companies equally well. Signup and view all the answers

What best defines Service Management?

An organizational capability for providing value to customers in the form of services Signup and view all the answers

Which of the following describes a 'Service'?

A means of enabling value co-creation without customer management of costs and risks Signup and view all the answers

Which dimension is NOT part of the four dimensions of ITSM?

Information and Intelligence Signup and view all the answers

What role does the Customer play in service management?

Defines service requirements and takes responsibility for service outcomes Signup and view all the answers

Which statement best describes a Service Offering?

A description designed to meet the needs of a target consumer group Signup and view all the answers

What type of service provider typically serves multiple business units within a single organization?

Company IT Provider Signup and view all the answers

What is the role of a Sponsor in service management?

Authorizes the budget for the consumption of services Signup and view all the answers

Which of the following best describes the role of Service Integrators?

To take responsibility for services supplied by other providers Signup and view all the answers

What is included in the outsourcing category provided by IT services?

Helpdesk, hardware, and lifecycle management Signup and view all the answers

Which project process has the highest level of complexity?

High project process Signup and view all the answers

Which of the following describes the 'batch process' in IT services?

Ordering IT equipment and standard changes Signup and view all the answers

What is a key characteristic of the 'continuous process' in IT services?

It focuses on providing network access and server backups. Signup and view all the answers

In terms of complexity, how does the 'line process' rank in IT service processes?

It is the simplest process. Signup and view all the answers

Which application is mentioned as an example of high complexity projects?

Taking new SAP modules into use Signup and view all the answers

What does the term 'customization' primarily refer to in the context of IT services?

Adapting software to meet specific user needs Signup and view all the answers

What is generally the focus of the 'job process' in IT services?

New releases of hardware and software Signup and view all the answers

Study Notes

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.

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.

Studying That Suits You

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Description

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.