Module Database Search
| MODULE DESCRIPTOR | |||
|---|---|---|---|
| Module Title | |||
| Computer Systems And Service Management | |||
| Reference | CM3040 | Version | 4 |
| Created | October 2017 | SCQF Level | SCQF 9 |
| Approved | July 2012 | SCQF Points | 15 |
| Amended | November 2017 | ECTS Points | 7.5 |
| Aims of Module | |||
|---|---|---|---|
| To provide an overview of the fundamental concepts and building blocks of computer science. To investigate the knowledge and skills required to operate within an IT services function. Develop an understanding of the frameworks and best practice in IT service delivery. | |||
| Learning Outcomes for Module | |
|---|---|
| On completion of this module, students are expected to be able to: | |
| 1 | Describe the main components of a computer and how it connects to servers and the internet. |
| 2 | Define the concept of a service and explain the concept of service managementas a practice. |
| 3 | Describe the structure of the ITIL service lifecycle and explain the value of each element. |
| 4 | Define and explain key terminology and concepts of Service Management, specifically the value creation through services and importance of people, processes, products and partners. |
| 5 | Explain the purpose, objectives, scope, basic concepts, process activities and interfaces for Incident and Problem Management (the Helpdesk). |
| Indicative Module Content |
|---|
| Overview of Computer Systems; overview of Network components;Service management and standards (ISO20000, COBIT, ITIL, SFIA);Service Lifecycle and models; Key service principles and governance;Service Strategy; Service Design including supplier management, service level management, service catalogues; Service Transition including change management, availability management, capacity planning, testing and quality; Service Operation including incident and problem management and the helpdesk; Continual Service improvement including service assessment and measurement; Legislation including control and audit. |
| Module Delivery |
|---|
| Key concepts are introduced and illustrated through lectures. These are reinforced through problem-solving tutorial sessions. |
| Indicative Student Workload | Full Time | Part Time |
|---|---|---|
| Contact Hours | 36 | N/A |
| Non-Contact Hours | 114 | N/A |
| Placement/Work-Based Learning Experience [Notional] Hours | N/A | N/A |
| TOTAL | 150 | N/A |
| Actual Placement hours for professional, statutory or regulatory body |
| ASSESSMENT PLAN | |||||
|---|---|---|---|---|---|
| If a major/minor model is used and box is ticked, % weightings below are indicative only. | |||||
| Component 1 | |||||
| Type: | Examination | Weighting: | 70% | Outcomes Assessed: | 1, 2, 3, 4 |
| Description: | A closed book examination. | ||||
| Component 2 | |||||
| Type: | Coursework | Weighting: | 30% | Outcomes Assessed: | 5 |
| Description: | A coursework assignment. | ||||
| MODULE PERFORMANCE DESCRIPTOR | ||||||||
|---|---|---|---|---|---|---|---|---|
| Explanatory Text | ||||||||
| The calculation of the overall grade for this module is based on 70% weighting of C1 and 30% weighting of C2. An overall minimum grade D is required to pass the module. | ||||||||
| Coursework: | ||||||||
| Examination: | A | B | C | D | E | F | NS | |
| A | A | A | B | B | C | E | ||
| B | B | B | B | C | D | E | ||
| C | B | C | C | C | D | E | ||
| D | C | C | D | D | D | E | ||
| E | D | D | D | E | E | E | ||
| F | E | E | E | E | F | F | ||
| NS | Non-submission of work by published deadline or non-attendance for examination | |||||||
| Module Requirements | |
|---|---|
| Prerequisites for Module | None, in addition to the course entry requriements |
| Corequisites for module | None. |
| Precluded Modules | None. |
| INDICATIVE BIBLIOGRAPHY | |
|---|---|
| 1 | WEDEMEYER,M., BLOKDIJK,G. and MALONE,T., 2008. ITIL V3 Foundation Complete Certification Kit: Study Guide Book and Online Course. ISBN 098048524X |
| 2 | itSMF UK, 2011. Foundatino Handbook PDF. TSO. ISBN 9780113313518 |
| 3 | POPPLETON,A.,HOLMES,K.,2011. IT Service Management for Small IT Teams. ISBN 9780580742545 |
| 4 | GANNON, T., 2012, IT service management foundation practice questions (electronic resource): for ITIL foundation exam candidates. 2nd Ed. |
| 5 | FARENDEN, P. 2012. ITIL For Dummies (electronic resources) 2011 ed. |
| 6 | MOELLER, R. 2013. Executive's guide to IT governance: improving systems processes with service management, COBIT, and ITIL. |