Fundamentals of Creating and Providing IT Services
Course code
IFI7245.DT
old course code
Course title in Estonian
IT-teenuste loomise ja pakkumise alused
Course title in English
Fundamentals of Creating and Providing IT Services
ECTS credits
4.0
Assessment form
Examination
lecturer of 2024/2025 Autumn semester
Not opened for teaching. Click the study programme link below to see the nominal division schedule.
lecturer of 2024/2025 Spring semester
Not opened for teaching. Click the study programme link below to see the nominal division schedule.
Course aims
The aim of the course is to provide students with basic knowledge and skills about creating and managing IT services that help solve end-user problems.
Brief description of the course
A systematic overview of concepts and approaches related to IT services is presented. The course explains the role of service management in ensuring the operation of a company or institution and the achievement of goals. The entire life cycle of the service is covered, from the preliminary studies related to the service and the implementation of the solution to the end of the service life cycle. Among other things, the role and tasks of the service manager at each stage are discussed.
Within the course, a large number of practical examples are analyzed and tasks are solved.
Within the course, a large number of practical examples are analyzed and tasks are solved.
Learning outcomes in the course
Upon completing the course the student:
- is familiar with the conceptual system of IT services and the definitions and functions of special types of services (public services, proactive services, event services, indirect services, support services, etc.);
- can define the expectations of the business side for IT services, service levels and prepare service availability requirements;
- knows the principles of service design, development and pricing, descriptive models and basic methods of the design process;
- can evaluate the performance of services according to the agreed service levels;
- is familiar with the basic methodologies of service portfolio management and optimization;
- understands the role of the service manager and his responsibilities.
- is familiar with the conceptual system of IT services and the definitions and functions of special types of services (public services, proactive services, event services, indirect services, support services, etc.);
- can define the expectations of the business side for IT services, service levels and prepare service availability requirements;
- knows the principles of service design, development and pricing, descriptive models and basic methods of the design process;
- can evaluate the performance of services according to the agreed service levels;
- is familiar with the basic methodologies of service portfolio management and optimization;
- understands the role of the service manager and his responsibilities.
Teacher
Evelin Kasenõmm
Study programmes containing that course