CS3IT16-IT Service Management

Module Provider: School of Mathematical, Physical and Computational Sciences
Number of credits: 10 [5 ECTS credits]
Terms in which taught: Spring term module
Pre-requisites: SE2AM14 Enterprise Architecture and Modelling or
Non-modular pre-requisites:
Modules excluded:
Module version for: 2016/7

Module Convenor: Dr Hong Wei

Email: h.wei@reading.ac.uk

Summary module description:
This module is about managing the information technology (computers, networks, storage and software) in an enterprise. Services link technology to application software, and application software to business function. IT Service Management embodies a set of processes aimed at ensuring that the services are maintained fit for purpose. The module begins with the problem of formulating service oriented architecture descriptions (using an architecture modelling language) and moves on to the processes of IT Service management. The service management approach adopted here relates to industrial exemplars such as but not limited to ITIL and the TOGAF ADM. The module pedagogy involves examples based on a familiar real world environment.

The module will use the ArchiMate modelling language as is primary means of underpinning enterprise architectural concerns and concepts of view and viewpoint. The module uses ITIL as the SM exemplar.

The general aim is to develop an appreciation of the practice of IT Management. Particular aims include: (i) Expressing a real world IT environment in a service oriented architecture model (emphasising technology and application layers); (ii) Experience of instantiating real elements of an IT environment; and (iii) appreciating the processes and drivers of IT service management (such as governance and driving value) expressed in industrial exemplars.

Assessable learning outcomes:
After completing the module a student should be able to:
• Construct architectural models in an enterprise architecture modelling language that show the role and deployment of technology in supporting service contracts
• Explain the motivations and features of the service lifecycle of ITIL and its component stages
• Analyse the concerns to be considered when maintaining agreed levels of service in a given architectural plateau
• Explain the concerns to be considered when managing migration from one architectural plateau to another
• Describe and manipulate typical technology and software elements found in enterprise architectures
• Explain the significance of the technical service catalogue

Additional outcomes:
After completing the module a student should have some experience in:
• Investigating technology and service weaknesses and initiating remedial actions.
• Specifying elementary service level agreements
• Team based architectural discussions and presenting discussing architecture descriptions to stakeholders such as chief information officers, project managers, software and hardware engineers

Outline content:
a. Introduction to technology layer modelling and principles of service management, and governance in migration management
b. Introduction to IT Service Management (ITSM) frameworks
c. Practical assignment working on a practical example of a subject enterprise
d. Presentation of the work completed in the assignment

Brief description of teaching and learning methods:
There are lectures to establish the required knowledge of techniques and concepts. There are practical sessions to study a real world environment and practical session to model it. Seminars will encourage discussion. A progressive set of problems will be issued throughout the term for students to practice their skills and confirm their understanding of the taught material.

Notes on the assignment: The assignment is based around a role-play of a fictitious yet realistic e-business company (the subject enterprise referred to above). The assignment involves practical system assembly and commissioning, enterprise architecture modelling and practical technology change management.

Contact hours:
  Autumn Spring Summer
Lectures 5
Seminars 5
Demonstration 2
Practicals classes and workshops 8
Guided independent study 80
Total hours by term 100.00
Total hours for module 100.00

Summative Assessment Methods:
Method Percentage
Set exercise 100

Other information on summative assessment:
100% by coursework assignment.

Examinations: 0%

Formative assessment methods:

Penalties for late submission:
The Module Convenor will apply the following penalties for work submitted late, in accordance with the University policy.

  • where the piece of work is submitted up to one calendar week after the original deadline (or any formally agreed extension to the deadline): 10% of the total marks available for the piece of work will be deducted from the mark for each working day (or part thereof) following the deadline up to a total of five working days;
  • where the piece of work is submitted more than five working days after the original deadline (or any formally agreed extension to the deadline): a mark of zero will be recorded.

  • The University policy statement on penalties for late submission can be found at: http://www.reading.ac.uk/web/FILES/qualitysupport/penaltiesforlatesubmission.pdf
    You are strongly advised to ensure that coursework is submitted by the relevant deadline. You should note that it is advisable to submit work in an unfinished state rather than to fail to submit any work.

    Length of examination:

    Requirements for a pass:
    A mark of 40% overall

    Reassessment arrangements:
    Students will be re-assessed by re-sit examination in August/September.

    Additional Costs (specified where applicable):
    1) Required text books:
    2) Specialist equipment or materials:
    3) Specialist clothing, footwear or headgear:
    4) Printing and binding:
    5) Computers and devices with a particular specification:
    6) Travel, accommodation and subsistence:

    Last updated: 4 January 2017

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