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Academic Handbook BSc (Hons) Applied Digital and Technology Solutions (online)

NCHNAL6120 Advanced Information Technology Service Management Course Descriptor

Course Title Advanced Information Technology Service Management Faculty EDGE, Innovation Unit (London)
Course code NCHNAL6120 Teaching Period This course will typically be delivered over a 6-week period.
Credit points 15 Date approved March 2021
FHEQ level 6
Compulsory/Optional  Compulsory for IT Consultant Specialism
Prerequisites None
Co-requisites None

Course Summary

This course explores the IT Infrastructure Library (ITIL), a best practice framework for IT Service Management (ITSM), which describes how IT resources should be best organised and managed to optimise organisation goals. ITIL is independent of technology or business.  Students will cover the fundamentals of ITIL: Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement. Additionally, students will have the opportunity to apply their knowledge of data management systems using industry standard cloud-based technology e.g. using ServiceNow training. The course will give students the opportunity to gain certification in ITIL.

Course Aims

  • Train students in the underlying principles and concepts of ITIL.
  • Train students in the core processes of ITIL.
  • For students to explore ITIL applied to real-world examples.

Learning Outcomes

On successful completion of the course, students will be able to:

Knowledge and Understanding

K1c Demonstrate a systematic understanding and detailed knowledge of the fundamental principles and concepts of ITIL and the opportunities and challenges it presents to organisations.
K2c Have detailed knowledge and understanding of how ITIL can be effectively used in IT consultancy solutions.

Subject Specific Skills

S1c Critically evaluate ITIL approaches and be able to apply solutions to real-world examples.
S2c Use ITIL to identify risks within an organisation, appreciating the limits and parameters of the technique.

Transferable and Professional Skills

T1ci Demonstrate advanced consultancy skills and awareness of the challenges of organisations.
T1cii Display an advanced level of technical proficiency in written English and competence in applying scholarly terminology, so as to be able to apply skills in critical evaluation, analysis and judgement effectively in a diverse range of contexts.
T2c Demonstrate a high-level of analytical thinking and problem-solving skills.
T3c Communicate complex ideas effectively to stakeholders.

Teaching and Learning

This is an e-learning course, taught throughout the year.

This course can be offered as a standalone short course.

Teaching and learning strategies for this course will include: 

  • On-line learning
  • On-line discussion groups
  • On-line assessment

Course information and supplementary materials will be available on the University’s Virtual Learning Environment (VLE).

Students are required to attend and participate in all the formal and timetabled sessions for this course. Students are also expected to manage their self-directed learning and independent study in support of the course.

The course learning and teaching hours will be structured as follows:

  • Learning and teaching (6 days x 8 hours) = 48 hours 
  • Independent study = 102 hours 

Indicative total learning hours for this course: 150 hours 

Assignments (see below) will be completed as part of private study.



Students will be formatively assessed during the course by means of set assignments. These will not count towards the final degree but will provide learners with developmental feedback. 


AE   Assessment Type Weighting Online submission Duration Length
1 Written Assignment 70% Yes 4,000 words excluding data tables
2 Computer-based examination 30% Yes 1 hour

All summative assessments will be assessed in accordance with the assessment aims set out in the programme specification.


Students will receive formal feedback in a variety of ways: written (via email or VLE correspondence) and indirectly through online discussion groups. Students will also attend a formal meeting with their Mentor. These reviews will monitor and evaluate the student’s progress.

Feedback is provided on summatively assessed assignments and through generic internal examiners’ reports, both of which are posted on the VLE.

Indicative Reading

Note: Comprehensive and current reading lists for courses are produced annually in the Course Syllabus or other documentation provided to learners; the indicative reading list provided below is used as part of the approval/modification process only.


  • Farenden, P., (2012), ITIL for Dummies, Oxford: Wiley-Blackwell
  • AXELOS Limited, (2016), ITIL Practitioner Guidance, Norwich: The Stationery Office
  • Hunnebeck, L., (2011), ITIL Service Design, Norwich: The Stationery Office


Students are encouraged to consult relevant journals on IT Infrastructure Library.

Electronic Resources

Students are encouraged to consult relevant electronic resources on IT Infrastructure Library.

Indicative Topics

  • Principles of ITIL
  • How ITIL supports ITSM
  • Using ITIL in effective IT consultancy
Title: NCHNAL6120 Advanced Information Technology Service Management

Approved by: Academic Board

Location: Academic Handbook/Programme specifications and Handbooks/ Undergraduate Online Programmes/Applied BSc (Hons) Digital & Technology Solutions/Course Descriptors

Version number Date approved Date published  Owner Proposed next review date Modification (As per AQF4) & category number
3.0 December 2022 January 2023 Dr Yu-Chun Pan June 2026 Category 3: Change to Teaching and Learning Strategy; Change to English Proficiency Learning Outcome

Category 1: Corrections/clarifications to documents which do not change approved content or learning outcomes

2.1 August 2022 August 2022 Scott Wildman June 2026 Category 1: Corrections/clarifications to documents which do not change approved content or learning outcomes
2.0 January 2022 April 2022 Scott Wildman June 2026 Category 3: Changes to Learning Outcomes
1.0 March 2021 Scott Wildman March 2026
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