1. SylabUZ
2. Faculty of Computer Science, Electrical Engineering and Automatics
3. winter term 2022/2023
4. E-business - First-cycle Erasmus programme
5. IT service desk management

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IT service desk management - course description

Aim of the course

To familiarize students with the key issues of creating, organizing and managing a help desk and service desk in IT applications.

Presentation of IT tools based on the ITIL (Information Technology Infrastructure Library) specification used to manage incidents, events and problems arising during the operation of IT systems services in business.

Prerequisites

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Knowledge of technological aspects of the Internet.

Scope

Introduction to key issues related to the operation of IT services in business. Basic concepts in the field of IT support management.

Help Desk and service levels. Specification of single points of contact (SPOC), hotlines, call centers, front service.

Service Desks as organizational units responsible for functional support for IT applications and for removing IT - hardware and application problems. Discussion of Service Desk tasks in the field of incident classification, incident control and reporting.

Overview of the basics of ITIL specifications. Definitions of IT service processes, roles, responsibilities and life cycle. Issues of IT service management (ITSM) and coordination and control of functions, processes and systems.

IT service life cycle in the ITIL specification. Strategy specifications, design, handover, operation and continuous improvement of IT services.

Examples of ITIL applications in process modeling in both commercial organizations (e.g. computer and software companies) and non-commercial (government agencies, etc.).

Review of applied standards and norms in the field of IT service management (ISO, BS, ITIL). Discussion differ between ISO / IEC 20000 and ITIL. International standardization organizations and certification centers.

Preparation and conducting of an experimental pilot project of an IT support office in a selected business field. Practical implementation of individual projects.

Introduction to issues of quality of IT services. Practical exercises in preparing evaluation surveys for IT services.

 

Teaching methods

Lecture - conventional lecture using a video projector.

Project - practical classes in the computer laboratory.

Learning outcomes and methods of theirs verification

Outcome description	Outcome symbols	Methods of verification	The class form

Assignment conditions

Lecture - test in writing and / or oral, carried out at the end of the semester.

Project - the final grade is the weighted sum of the marks obtained for the implementation of the IT assistance office project (70%) and the form of its presentation (30%).

Final grade = 50% of the final grade of the lecture + 50% of the final grade of the project.

Recommended reading

1. Burton N., How to Manage the IT Help Desk, Routledge, 2012.
2. Copeman M., Helpdesk Habits: Become a Helpdesk Superhero and Make Yourself Indispensable, Independently Published, 2019.
3. Fry M., ITIL lite: a road map to full or partial ITIL implementation, The Stationery Office, 2010.
4. Knapp D., A Guide to Service Desk Concepts, Cengage Learning, 2013.
5. van der Venn A., van Bon J., Foundations of ITIL, Haren Publishing, Van, 2011.

Further reading

1. Czegel, B., Help Desk Practitioner's Handbook, Wiley, 1998
2. Hiles A., Gunn Y., Creating A Customer-Focused Help Desk: How to Win and Keep Your Customers, Rothstein Associates Inc, 2000.
3. Wedemeyer M., Engle C., The ITIL V3 Factsheet Benchmark Guide, Lulu.com, 2007.

Notes

Modified by dr hab. inż. Marek Kowal, prof. UZ (last modification: 06-04-2022 09:00)