ECTS - Foundations in Information Technology Services
Foundations in Information Technology Services (ISE405) Course Detail
| Course Name | Course Code | Season | Lecture Hours | Application Hours | Lab Hours | Credit | ECTS |
|---|---|---|---|---|---|---|---|
| Foundations in Information Technology Services | ISE405 | Area Elective | 3 | 0 | 0 | 3 | 5 |
| Pre-requisite Course(s) |
|---|
| N/A |
| Course Language | English |
|---|---|
| Course Type | Elective Courses |
| Course Level | Bachelor’s Degree (First Cycle) |
| Mode of Delivery | Face To Face |
| Learning and Teaching Strategies | Lecture. |
| Course Lecturer(s) |
|
| Course Objectives | The objective of this course is to provide an overview of IT services. The course is comprised of sessions where each session covers an IT service and will use case studies to introduce students to real-world examples of the services provided by IT corporations for their customers. The focus will be on the essential concepts and methodologies used to architect, implement, and support companies requesting IT services. |
| Course Learning Outcomes |
The students who succeeded in this course;
|
| Course Content | Service operation and continual service improvement domains of the ITIL standard for IT service management, planning and change management, asset and configuration management, security management, network management, storage management, request management, incident and problem management. |
Weekly Subjects and Releated Preparation Studies
| Week | Subjects | Preparation |
|---|---|---|
| 1 | Computing Infrastructure Overview - Computing Platforms and OS, Networks, Storage | (Lecture Notes) Session 2 – 4 (main text) |
| 2 | Computing Infrastructure Overview - Applications (DB, Middleware, CRM, IT Management) | Session 5 |
| 3 | Introduction to IT Services - ESM Introduction (IT Service Management) | Session 6 – 7 |
| 4 | Event & Fault Management | Session 9 – 12 |
| 5 | Problem Management, Change Management | Session 13 – 14 |
| 6 | Configuration Management, Asset Management (Inventory, Software Distribution) | Session 16 – 18 |
| 7 | Performance and Capacity Management | Session 19 |
| 8 | Security Management | Session 22 |
| 9 | Network Management | Session 23 |
| 10 | Storage Management | Session 25 |
| 11 | Workload Management | Session 26 |
| 12 | Backup and Recovery Management | Session 27 |
| 13 | End User Services (End User Self-Enablement, Remote Control, Help Desk, Deskside Support, Client Image Services), Reporting Management | Session 30 – 31 |
| 14 | Business Process Management Fundamentals | Session 32 – 33 |
| 15 | Final Examination Period | Review of topics |
| 16 | Final Examination Period | Review of topics |
Sources
| Course Book | 1. Kontogiorgis, P., Foundations in IT services I and II - Lecture Notes, IBM Corporation, 2007. |
|---|---|
| Other Sources | 2. Fitzsimmons, J., Fitzsimmons, M., Service Management: Operations, Strategy, Information Technology, McGraw-Hill/Irwin, 6th edition, 2007. |
| 3. Addy, Rob. Effective IT Service Management – To ITIL and Beyond! Springer, 2007. | |
| 4. Orand, B., Foundations of IT Service Management: The Unofficial ITIL v3 Foundations Course in a Book, BookSurge Publishing, 2009. | |
| 5. Hurwitz, J., Bloor, R., Kaufman, M., Halper, F., Service Management For Dummies, For Dummies, 2009. | |
| 6. Betz, C., Architecture and Patterns for IT Service Management, Resource Planning, and Governance: Making Shoes for the Cobbler's Children, Morgan-Kaufmann, 2006. | |
| 7. Case, G., DuMoulin, T., Spalding, G., Dissanayake, A. C., Service Management Strategies that Work - Guidance for Executives, Van Haren, 1st edition, 2007. |
Evaluation System
| Requirements | Number | Percentage of Grade |
|---|---|---|
| Attendance/Participation | 1 | 5 |
| Laboratory | - | - |
| Application | - | - |
| Field Work | - | - |
| Special Course Internship | - | - |
| Quizzes/Studio Critics | - | - |
| Homework Assignments | 4 | 25 |
| Presentation | - | - |
| Project | - | - |
| Report | - | - |
| Seminar | - | - |
| Midterms Exams/Midterms Jury | 1 | 30 |
| Final Exam/Final Jury | 1 | 40 |
| Toplam | 7 | 100 |
| Percentage of Semester Work | 60 |
|---|---|
| Percentage of Final Work | 40 |
| Total | 100 |
Course Category
| Core Courses | |
|---|---|
| Major Area Courses | X |
| Supportive Courses | |
| Media and Managment Skills Courses | |
| Transferable Skill Courses |
The Relation Between Course Learning Competencies and Program Qualifications
| # | Program Qualifications / Competencies | Level of Contribution | ||||
|---|---|---|---|---|---|---|
| 1 | 2 | 3 | 4 | 5 | ||
| 1 | Adequate knowledge in mathematics, science and computing fields; ability to apply theoretical and practical knowledge of these fields in solving engineering problems related to information systems. | X | ||||
| 2 | Ability to identify, define, formulate and solve complex engineering problems; selecting and applying proper analysis and modeling techniques for this purpose. | |||||
| 3 | Ability to design a complex system, process, device or product under realistic constraints and conditions to meet specific requirements; ability to apply modern design methods for this purpose. | |||||
| 4 | Ability to develop, select and use modern techniques and tools necessary for the analysis and solution of complex problems encountered in information systems engineering applications; ability to use information technologies effectively. | X | ||||
| 5 | Ability to gather data, analyze and interpret results for the investigation of complex engineering problems or research topics specific to the information systems discipline. | X | ||||
| 6 | Ability to work effectively in inter/inner disciplinary teams; ability to work individually. | |||||
| 7 | a. Effective oral and written communication skills in Turkish; ability to write effective reports and comprehend written reports, to prepare design and production reports, to make effective presentations, to give and receive clear and understandable instructions. b. Knowledge of at least one foreign language; ability to write effective reports and comprehend written reports, to prepare design and production reports, to make effective presentations, to give and receive clear and understandable instructions. | |||||
| 8 | Recognition of the need for lifelong learning; the ability to access information and follow recent developments in science and technology with continuous self-development. | |||||
| 9 | a. Ability to behave according to ethical principles, awareness of professional and ethical responsibility. b. Knowledge of the standards utilized in information systems engineering applications. | |||||
| 10 | a. Knowledge on business practices such as project management, risk management and change management. b. Awareness about entrepreneurship, and innovation. c. Knowledge on sustainable development. | |||||
| 11 | a. Knowledge of the effects of information systems engineering applications on the universal and social dimensions of health, environment, and safety. b. Awareness of the legal consequences of engineering solutions. | |||||
ECTS/Workload Table
| Activities | Number | Duration (Hours) | Total Workload |
|---|---|---|---|
| Course Hours (Including Exam Week: 16 x Total Hours) | |||
| Laboratory | |||
| Application | |||
| Special Course Internship | |||
| Field Work | |||
| Study Hours Out of Class | 16 | 3 | 48 |
| Presentation/Seminar Prepration | |||
| Project | |||
| Report | |||
| Homework Assignments | 4 | 7 | 28 |
| Quizzes/Studio Critics | |||
| Prepration of Midterm Exams/Midterm Jury | 1 | 15 | 15 |
| Prepration of Final Exams/Final Jury | |||
| Total Workload | 91 | ||