KV5048 - IT Service Management

You will learn through lectures, workshops, and independent learning. The lectures will cover theories and concepts that will enable you to tackle a series of formative workshop exercises that will be undertaken both individually and in small groups of guided exercises.

You will learn through lectures, seminars and independent learning. The lectures will cover theories and concepts that will enable you to tackle a series of guided exercises in seminars which you will receive formative feedback on.
The University’s eLearning Portal offers remote access to all lecture and seminar materials to reinforce your learning. You are expected to expand on these using recommended reading and your own research.

All modules at Northumbria include a range of reading materials that students are expected to engage with. Online reading lists (provided after enrolment) give you access to your reading material for your modules. The Library works in partnership with your module tutors to ensure you have access to the material that you need.

Knowledge & Understanding:
ML01 – You will be able to demonstrate knowledge and understanding of how Information Technology and Information Systems add value to a business, factors important to the implementation of these systems, and how these changes can be managed. ML02 - You will understand and be able to apply the concepts, dimensions and components that make up IT Service Management with an awareness of appropriate frameworks and standards.
ML03 - You will understand and be able to apply the tasks and principles required to manage a project - including an awareness of the life cycle of an IT project; customer/stakeholder expectations and management; the review and reporting process; the management of problems, risks and issues

Intellectual / Professional skills & abilities:
ML04 – You will be able to discuss and apply industrial best practice standards and frameworks.

Personal Values Attributes (Global / Cultural awareness, Ethics, Curiosity) (PVA):
ML05 – You will be able recommend appropriate courses of action to manage change and resolve issues and to justify and explain the reasons for these recommendations including the use of professional and academic literature.

The summative assessment (100%) will be a final assignment requiring you to apply your new skills, knowledge, and techniques to a case study.
The word limit will be between c.4000 words.
You will receive both informative and confirmatory feedback on your assessments.
This assessment addresses Module Learning Outcomes – ML01, ML02, ML03, ML04, & ML05

NA

NA

This module focuses on the techniques underpinning how organisations achieve and maintain the benefits of the IT and IS artifacts, the design and development of which are covered in other modules on the programme. In today’s business world, most organisational changes require some form of Information Technology or Information Systems Service. These changes need to be undertaken in a managed way and this module discussed how this can be achieved by focussing on the principles, frameworks and practices of IT Service Management and IT Project Management.
This includes an introduction to best practice frameworks and industry standards such as ITIL, COBIT, PMBOK, PRINCE2, and SFIA.

Workshop exercises and discussions develop your skills and understanding and provide opportunities for formative feedback. The final individual assessment requires you to assess and make recommendations based on a case study scenario.

IT Service Management is an essential part of keeping an organisations Information Systems and Services operating and, by extension, in keeping the business running. As such these skills are in high demand by employers.