NCHNAP687 Advanced Information Technology Service Management Course Descriptor

Course Overview

This course explores the IT Infrastructure Library (ITIL), a best practice framework for IT Service Management (ITSM), which describes how IT resources should be best organised and managed to optimise organisation goals. ITIL is independent of technology or business.  Learners will cover the underlying principles and concepts of ITIL: Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement. Additionally, learners will have the opportunity to apply their knowledge of data management systems using industry standard cloud-based technology The course will give learners the knowledge that they need to pursue a certification in ITIL.

Learning Outcomes

On successful completion of the course, learners will be able to:

Knowledge and Understanding

Subject Specific Skills

Transferable and Professional Skills

Teaching and Learning

This is an e-learning course, taught throughout the year.

This course can be offered as a standalone short course.

Teaching and learning strategies for this course will include:

• On-line learning
• On-line discussion groups
• On-line assessment

Course information and supplementary materials will be available on the University’s Virtual Learning Environment (VLE).

Learners are required to attend and participate in all the formal and timetabled sessions for this course. Learners are also expected to manage their self-directed learning and independent study in support of the course.

The course learning and teaching hours will be structured as follows:

• Off-the-job learning and teaching (6 days x 7 hours) = 42 hours
• On-the-job learning (12 days x 7 hours) = 84 hours (e.g. 2 days per week for 6 weeks)
• Private study (4 hours per week) = 24 hours

Total = 150 hours

Workplace assignments (see below) will be completed as part of on-the-job learning

Assessment

Formative

Learners will be formatively assessed during the course by means of set assignments. These will not count towards the final degree but will provide learners with developmental feedback.

Summative

Assessment will be in two forms:

Feedback

Learners will receive formal feedback in a variety of ways: written (via email or VLE correspondence) and indirectly through online discussion groups. Learners will also attend a formal meeting with their Academic Mentor (and for apprentices, including their Line Manager). These bi-or tri-partite reviews will monitor and evaluate the learner’s progress.

Feedback is provided on summatively assessed assignments and through generic internal examiners’ reports, both of which are posted on the VLE.

Indicative Reading

Note: Comprehensive and current reading lists for courses are produced annually in the Course Syllabus or other documentation provided to learners; the indicative reading list provided below is used as part of the approval/modification process only.

Books

• Davies, J. (2022). Modern System Administration. O’Reilly Media, Inc.
• Isaychenko, D., (2022). Metric-based Service Management. TSO.

Journals

Learners are encouraged to consult relevant journals on service design, delivery and management, including:

• Information Systems Management (ISM)
• Journal of Service Management
• International Journal of Customer Relationship Marketing and Management (IJCRMM)

Electronics Resources

Learners are encouraged to consult relevant electronic resources on IT Infrastructure Library.

Indicative Topics

• Principles of ITIL
• How ITIL supports ITSM
• Using ITIL in effective IT consultancy

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