NCHNAL6120 Advanced Information Technology Service Management Course Descriptor

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

Subject Specific Skills

Transferable and Professional Skills

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.

Assessment

Formative

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. 

Summative

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

Feedback

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.

Books

• 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

Journals

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