CS3IT16-IT Service Management

Module Provider: Computer Science
Number of credits: 10 [5 ECTS credits]
Terms in which taught: Spring term module
Pre-requisites: CS2AM16 Enterprise Architecture and Modelling or SE2AM14 Enterprise Architecture and Modelling
Non-modular pre-requisites: Equivalent non-modular experience may be acceptable (subject to convenor's approval)
Modules excluded:
Current from: 2018/9

Module Convenor: Dr Kenneth Boness

Email: k.d.boness@reading.ac.uk

Type of module:

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 principles of service management and 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 general aim is to develop an appreciation of the practice of IT Management. Particular aims include:

  1. Understanding IT Service Management as a motivated system of activities;

  2. Experience of instantiating real elements of an IT environment;

  3. Appreciating the processes and drivers of IT Service Management (such as governance and driving value) expressed in industrial exemplars;

  4. Appreciating the use of architectural blueprints for maintaining and assuring the promises of warranty and utility.

Assessable learning outcomes:

After completing the module a student should be able to:

• Explain the ITIL Service lifecycle and the viewpoints that give it value;  

• Work with service level agreements for chartered services;

• Construct blueprints (architectural models in an enterprise architecture modelling language) that show the role and deployment of technology in supporting service contracts;

• 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;

• Explain the significance of the service catalogue, service packages and service design packages;

• Use systems thinking to understand the elements of service management.

Additional outcomes:

After completing the module a student should have some experience in:

• Constructing an IT system from infrastructure and application layer elements to support a service;

• Working with an architectural blueprint to investigate technology weaknesses and initiating remedial actions;

• Specifying elementary service level agreements;

• Team based service management and architectural discussions and presenting discussing architecture descriptions to stakeholders such as Chief Information Officers, Project Managers, Software and Hardware Engineers.

Outline content:

  1. Introduction to the principles of IT Service Management, systems thinking and the ITIL Service lifecycle;

  2. Building a specified IT service for a fictitious company;

  3. Service asset and configuration management;

  4. Chartered services - considering utility, warranty, value, service packages and assuring service

  5. Service Management Maturity and Migration to a Service Management Regime;

  6. Practical working sessions including the constructing of a new virtualised infrastructure for a subject enterprise;

  7. Three assignments working on a practical example of a subject enterprise and exploring selected aspects of ITIL.

  • The first assignment is individual and is completed early in the term

  • The second assignment is individual and based on root definitions of core ideas in ITIL

  • The third assignment is team based and is completed by the end of term

  • There are tutorial sessions to discuss and overcome obstacles arising in the performing of assignments

  • The module will use the ArchiMate modelling language as a primary means of underpinning enterprise architectural concerns and concepts of view and viewpoint.

Recommended  Reading

Brewster, E. Griffiths, R. Lewis, A. Sansbury, J. “IT Service Management – A guide for V3 Foundation Exam Candidates”, BCS, 2010,  ISBN 978-1906124-19-9.

Lankhorst, M. 2009 “Enterprise architecture at work: modelling, communication, and analysis”, Springer. (Note a Kindle version of the 2005 edition is also available).

Other texts are placed on Blackboard.

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. Lectures and clinics 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 assignments: These are based on a fictitious yet realistic e-business company (Point Me The Way - PMTW).  The assignment involves practical technology assembly, the use of enterprise architecture modelling and investigation of ITIL principles; thus it involves relevant human resourses as well as physical artefacts.

Contact hours:
  Autumn Spring Summer
Lectures 12
Tutorials 8
Practicals classes and workshops 4
Guided independent study 76
Total hours by term 100.00
Total hours for module 100.00

Summative Assessment Methods:
Method Percentage
Written assignment including essay 100

Summative assessment- Examinations:


Summative assessment- Coursework and in-class tests:

100% by coursework assignment.  Examinations: 0%.

Formative assessment methods:

Penalties for late submission:
The Module Convener will apply the following penalties for work submitted late:

  • where the piece of work is submitted after the original deadline (or any formally agreed extension to the deadline): 10% of the total marks available for that piece of work will be deducted from the mark for each working day[1] (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.

    Assessment 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: 20 April 2018


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