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Management of ICT Services (2015 Spring)

Organisation: UTU / Turku School of Economics

Credit Points: 6

Responsible Person: Timo Leino

Course code: TJ093011 TJS1

Learning outcomes:
The student knows what the typical IT services are and understands the challenges and requirements in providing those services. She or he understands the influence of business strategy and the nature of the company on IT services. She or he has basic knowledge on relevant models of this field presented both in the literature and in standards (e.g. ISO) and frameworks (e.g. ITIL).

Contents:
The alignment of IT in business is maybe the most crucial aspect of IS success. In this course we deal with the information management (IM) of a company. We discuss the sensitive relationships between the IT department and the user organization, and domains of responsibilities of both parties. We look at the IM function's role as a middleman between top management, line management, users, and outside IT service providers. We discuss SLM (service level management) as a possible solution to the problem of balancing growing demands and tightening cost constraints. The SISP approach will also be discussed. During the course we reveal the tasks and services offered by the IM function, such as the purchasing, maintenance and recycling of servers, workstations, networks and software, help desk services, and the management of end-user computing. We also look at the typical status and organization options of the IM function in companies, and the centralizing/decentralizing problem in that context. Total or selective outsourcing will be taken into consideration as an organization option. IT services management frameworks like ITIL and CobIT will be introduced.

Lectures:

  1. Wed 10–12 ls 16
  2. Fri 10–14 ls 16