Course details
Service Sciences
Guarantor
Burgetová Ivana, Ing., Ph.D. (DIFS)
Language of instruction
Czech
Completion
Credit
Time span
- 26 hrs lectures
Department
Study literature
- Úvodní přehled ITIL v3, itSMF, 2007.
- COBIT 4.1, IT Governance Institute, 2007, ISBN 1-933284-72-2
Fundamental literature
- Service Strategy, ISBN: 978-0-11-331045-6, TSO 2007
- Service Design, ISBN: 978-0-11-331047-0, TSO 2007
- Service Operation, ISBN: 978-0-11-331046-3, TSO 2007
- Service Transition, ISBN: 978-0-11-331048-7, TSO 2007
- Continual Service Improvement: ISBN: 978-0-11-331049-4, TSO 2007
Syllabus of lectures
- IS/IT outsourcing (part 1): Basic overview Services science.
- IS/IT outsourcing (part 2).
- IS/IT outsourcing (part 3).
- IBM IDC model: Overview
- Customer Support Center.
- Server System Operations & Desktop Client Support (part 1).
- Server System Operations & Desktop Client Support (part 2).
- Practical exercise in selected company.
- Network Services Delivery (part 1).
- Network Services Delivery (part 2).
- Mainframe services.
- Outsourcing Infrastructure Services, Customer Support Services.
- Further development of IS/IT outsourcing services.
Course inclusion in study plans