With the growing demands on the functionality, quality and costs of IT services, the importance of effective and efficient IT service provision increases. The spectrum of management tasks and processes that an IT service provider must perform today and that can be summarized under the term IT service management is correspondingly broad. In the first part of this module, students get to know the central components of IT service management and gain an insight into current reference models in practice, such as ITIL, BS15000, COBIT or MOF. In the second part, the content is deepened using selected topics and examples. Concepts of the reference models are applied to practical examples so that the students get a deeper understanding of service management.
The lecture deals with central management tasks for the provision of IT services. The main focus is on tasks in the area of management of user support, management of production processes and potentials, and management of the service program. The handling of the management processes is deepened on the basis of practical problems, for example on the basis of the topics of sourcing, documentation, cloud, key figures and the role of user / customer. Selected examples deepen the understanding of the importance of IT service management.
The module contents are conveyed through lectures and exercises. In the exercise, the students deepen the content of the lecture.
Prior participation in the other events in the department is not a mandatory requirement. All relevant content is conveyed to the students as part of the seminar.