Overview
This is a foundation course for an emerging multi-disciplinary topics—Service Science Management and Engineering (SSME). In this course students will learn how to apply the knowledge from several disciplines—science, engineering, social science, management, marketing, etc.—to deliver IT services to individual and organizations. We will focus on the fundamental elements required to ensure that users will receive high quality services with minimum interruption.
Objective
After this course, students should:
- understand the relationships among various disciplines involving the IT services
- understand how to apply the concept to their organizations
- be able to develop the IT service implementation plan for their organizations
Instructional Approach
This is a practical course. While the lecture will be given to ensure that the concept being covered, the case study will be analyzed and discussed to further the understanding. Moreover, student will have the chance to develop a plan for applying the concept to their organization. The Lecture 40%, Case Study & Discussion 40%, Plan development 20%
References
Since
many reference books are used in the class, it will be more economical
to acquire only one title per student and share different titles among
group members.
Course outline
The following schedule is tentative only; it may change depending on the circumstances.
- Course Logistics - Course Overview - Questionnaire
- Computing Infrastructure Overview Computing Platforms and OS
- Computing Platforms and OS
- Networks
- Storage
- Applications (DB, Middleware, CRM, IT Management, etc)
- Introduction to IT Services - ESM Introductions
- IT Service Management
- IT Infrastructure Management
- Event & Fault Management
- Introduction of terms and concepts
- Implementation and Configuration of Event Mgmt Service
- Event Processing - Operations Management (Notification, Escalation, etc)
- Service Interconnections and Tools Sampling
- Problem Management
- Change Management
- Configuration Management
- Asset Management
- Inventory
- Software Distribution
- Performance and Capacity Management
- Security Management
- Network Management
- Storage Management
- Workload Management
- Backup and Recovery Management
- Case Study Workshop (Tools Survey/Research)
- End User Services
- End User Self-Enablement
- Remote Control
- Help Desk
- Desk-side Support
- Client Image Services
- Case Study Workshop: Customer Feedback
- Reporting Management
- Business Process Management
- Fundamentals - Overview
- Supporting Infrastructure
Note that the above schedule is tentative by nature; it may change at the instructor's discretion.
Evaluation
The course evaluation will be divided equally between examinations and assignments. The distribution of each half is shown below.
| Items | Weight |
|---|---|
| Assignments | 20% |
| Case Study | 20% |
| Discussion | 20% |
| Implementation Plan | 20% |
| Exam | 20% |
Please make sure that you have carefully read and understand the academic policy.
Note that the above description is only tentative; it may change at the instructor's discretion.