master in technology management la salle campus barcelona

Master of Science in Technology Management and Digital Innovation

Lead Information and Communication Technologies management and be a pioneer of the digital and innovation transformation amidst technological revolution. The program that trains CIOs: 3rd Best Master´s in Spain.

IT Service Management

Description
In this course we will lay the foundations of the knowledge that every professional should have about ICT Service Management and for this we will make an itinerary through the different aspects that influence its provision and that are relevant in the managerial work. In this sense, we will analyze IT Service Management as a lever of value for organizations, we will learn the best practices relevant to Governance and Service Management to avoid reinventing the wheel and apply them with criteria and pragmatism, and we will identify the relevant elements for quality management in the provision of ICT services. The course introduces students to the management of ICT services, both the services that an organization can provide to its own users (internal) and those that a company can provide to other companies (external). In addition, this subject will study the basic concepts of ICT service management as well as the best practices proposed by the ITIL® (Information Technology Infrastructure Library) reference framework in its latest version ITIL® 4 released in February 2019.
Type Subject
Optativa
Semester
Second
Credits
5.00
Previous Knowledge
Objectives

The general objectives of this subject are:

A) To understand the concept of service and service management and to analyze the value generation process that should provide its provision.
B) To identify the gap between the technological and service vision, as well as to understand the relevant aspects in the realization of an ICT service value proposition.
C) Understanding the organizational structures necessary for the management of ICT services.
D) Presentation of the main concepts proposed by the new ITIL 4 version.
E) To deepen in some of the practices proposed by the new ITIL 4 model.
F) To provide selection criteria for the definition of a service management project.

Contents

- Session 1: Value generation and the service life cycle.
- Session 2: Service Implementation Phases.
- Session 3: Governance and Operation Models.
- Session 4: Some frameworks related to service management.
- Session 5: Detailed description of the ITIL®4 model.
- Session 6: Following best practices and not dying trying.
- Session 7: Quality management in ICT services.
- Session 8: Introduction to Lean IT.

Methodology

Online modality:

The teaching methodology used in the online modality is based on a proprietary methodology developed by La Salle URL called SDBL (Self Directed Based Learning). SDBL is an active methodology based on situational learning and self-directed learning. With situational learning, the student is taught, through challenges, to address real problems and situations of the company with which he/she can consolidate the new knowledge acquired. With self-directed learning, the student decides how to advance in their training based on their previous experience.
On a weekly basis, the LMS (Learning Management System) platform releases the content of a new topic. The way the week works is as follows:
- Synchronous kick-off session:
o The teacher gives an overview of the contents and tasks that the student will encounter during the week. The objective of this meeting is to try to discover and reveal on a personal level which aspects of the week's topics may be more difficult for the individual student.
o The teacher resolves possible doubts of the students about the previous week's topic.
- Between synchronous connections:
o The student visualizes the content of the sessions and develops the tasks given to him/her about the week's topic to consolidate knowledge and identify doubts.
- Synchronous check point session:
o The teacher solves any doubts the students may have about the contents of the current week.

o The teacher presents additional content or case studies, which are of interest to the students.
o The teacher generates debate and discussion among the students about the current week's content with the objective of helping the students in their assimilation, thus improving their learning.
o The teacher provides oral feedback on the deliverables recorded by the students in the previous week's feedback well, emphasizing the difficulties and errors encountered. This instance is for feedback only and not for grading. The feedback wells are an instrument for the students to validate with the mentor, in general terms, the resolution of the tasks set. In this way, the feedback wells are created to give the mentee an opportunity to test the answers with the mentor. Based on the feedback provided by the mentor, the student will be able to finish developing the task and present it as a final deliverable, with the advantage of having had previous advice from the teacher.
- Rest of the week. The objective is to finish the development of the tasks of the current week based on the clarifications received in the synchronous check point session to overcome the exercises, tasks and/or deliverables of the topic. It is worth mentioning that most of the time dedicated during this last part of the week should be spent on solving the tasks and deliverables, rather than on assimilating content (an aspect that should have been resolved between the kick-off and check point sessions).

The LMS platform makes the gradual opening of content (week by week) so that the whole group follows the same academic itinerary. In other words, the sequential opening of topics is done so that all students in the program are working on the same subjects simultaneously.

On-site modality:

The methodologies used are learning by doing.

A session combines the teaching of concepts with the resolution of practical exercises that help to assimilate the concepts and to know how to implement them in a pragmatic way.

The sessions require visualization and reading of contents beforehand, and then learning the concepts in class through a debate with the help of the teacher.

Evaluation

Online modality:

Deliverables Sessions: Each student must deposit in the delivery well by the date indicated at the latest.

- Governance and operational model of an IT service.
- Governance and operational model of an IT service (II).
- Improvement plan.

Final evaluation: Students will work in groups to solve an exercise proposed by the teacher. This exercise will be defended by each group during the evaluation weeks.

The teacher will publish the grades in the eStudy and, if any student needs more information about it, he/she can contact the teacher directly by email.

On-site modality:

Grade of the course:

Test 20%: after finishing the last session the students must pass a multiple choice test individually.

Final group work 60%: the student spokesperson of the team will have to deposit in the well, before the last session, a final work that will be described during the development of the course.

Participation 20%: attendance and punctuality in class will be evaluated, as well as the activity in relation to group work, active participation, constructive attitude, debate and leadership in class.

Subsequently, the professor will post the grades in the eStudy and, if any student needs more information about it, he/she can contact the professor directly by email.

In both cases:

Demonstrate academic integrity in the totality of their work.

If the student is caught cheating in any type of exam, plagiarism or rehashing of exercises, activities, assignments, presentations or delivering a team work in which he/she has not collaborated, it will be considered fraud, penalizing the final grade of the course or even being considered as not delivered.

The student and the group must ensure that the work they submit is their own. The student is responsible for citing all sources relied upon in their submissions, using quotation marks when language is taken directly from other sources.

Use of Artificial Intelligence tools

Artificial intelligence (AI) can help in the learning process, but its use must be acknowledged. If you have used any AI tools, include a paragraph at the end of any assignment that uses AI explaining what you used the AI for and what prompts you used to obtain the results. Failure to do so will be considered as an action that tends to falsify or defraud the academic evaluation systems and, therefore, the copying policy of La Salle Campus Barcelona - Copying Policy | La Salle | Campus Barcelona (salleurl.edu) will be applied.

In those subjects or teaching activities in which the academic guide indicates the prohibition of using AI tools, the use of these tools by students will be considered fraud and will entail the application of the copying policy of La Salle Campus Barcelona.

Evaluation Criteria

Online modality:

The following list is made up of the evaluation criteria for the deliverables of the course:

- Deliverable Topic 1
o Transition Plan
o Governance Model
o Operating Model
o Assumptions

- Deliverable Topic 2
o Explain what the context, assumptions, and framework consist of.
o Provide a strong rationale to help understand the benefits of adopting the framework and identify and explain the risks to be addressed.
o Define an action plan
o Address the proposal to management in an appropriate way.
- Deliverable Topic 3
o Explain what the context and assumptions consist of.
o Identify the problems and their respective improvement actions.
o Define an action plan
o Addressing the proposal to management in the appropriate way.

- Final Deliverable
o Transition Plan
o Governance Model
o Operating Model
o Assumptions

On-site modality:

- In the resolution of exercises and course work the criteria to be taken into account are:
 Understanding of the situation posed
 Definition and analysis of the problems posed by the case.
- Recording of the main issues
 Proposed solutions
- Realism and appropriateness of the proposed solution(s)
- Argumentation in defense of the proposed solution(s)
- Strengths and benefits of the proposed solution(s)
- Implications of the proposal(s) (economic and management)

Basic Bibliography

• TSO, 2019. ITIL 4 Foundation
• Cabinet Office, 2011. Introduction to the ITIL Service Lifecycle 3rd ed., The Stationery Office
• Hanna, A., Windebank, J., Adams, S., Sowerby, J., Rance, S., Cartlidge, A, 2012. ITIL Foundation Handbook – 2011 edition, The Stationery Office.
• Osterwalder, A.; Pigneur, Y.; Smith, A. (2015). : Diseñando la propuesta de valor: Cómo crear los productos y servicios que tus clientes están esperando. (1st Edition). DEUSTO.
• Tunn, S. (2019). ITIL4 Foundation Complete certification kit. (1st Edition). AXELOS.
• Keyes, J. (2005). Implementing the IT Balanced Scorecard (1st Edition). AUERBACH PUBLICATIONS.
• Steinberg, R.A. (2006). Measuring ITIL (1st Edition). TRAFFORD.
• ISO (2014). International Standard ISO 37500:2014(E) – Guidance on Outsourcing. ISO.
• Verma, P.; Kumar, K. (2014). Process Excellence for IT Operations – A Practical Guide for IT Service Management (Publicado por los autores).
• Bukowitz, W.R.; Williams, R.L. (1999). The Knowledge Management Fieldbook (Financial Times / Prentice Hall).
• EITBOK wiki contributors (2021). EITBOK – Guide to the Enterprise IT Body of Knowledge (Internet) (http://eitbokwiki.org/Main_Page).
• Beulen, E.; Ribbers, P.M. (2021). Managing Information Technology Outsourcing. ROUTLEDGE.
• International Institute of Business Analysis - IIBA (2015). A Guide to the Business Analysis Body of Knowledge® (BABOK® Guide). IIBA.
• Campbell, A.; Gutierrez, M.; Lancelott, M. (2017). Operating model canvas: aligning operations and organization with strategy (Van Haren Publishing).
• Scopism (2020). Service Integration and Management (SIAM™) Foundation Body of Knowledge (Scopism).
• The Open Group (2018). The TOGAF ® Standard-Version 9.2 (Van Haren Publishing).
• ISO (2015). International Standard ISO 9001:2015 – Sistemas de gestión de la calidad. Requisitos. (ISO).
• ISO (2018). International Standard ISO/IEC 20000-1:2018 – Tecnologías de la información. Gestión de Servicios. Parte 1: Requisitos del Sistema de Gestión de Servicios (SGS). (ISO).
• Loader, N. (2019). The Lean IT Expert – Leading the Transformation to High Performance IT (Routledge).

Additional Material