DePaul University College of Commerce School of Accountancy and Management Information Systems

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1 Instructors: DePaul University College of Commerce School of Accountancy and Management Information Systems MIS 798: Spring Semester - IT Service Management Strategy and Design Syllabus 04/01/2013 Michael (Mike) W. Smith Office: DPC 6000 (Appointment only) Phone: (847) Ravi Mani Office: DPC 6000 (Appointment only) Phone: (720) Course Description MIS 798 IT Service Management (ITSM) covers advanced topics in managing IT as a service in order to prepare graduates for leadership positions in information technology management. Through this course students learn how to provide high quality and customer-focused IT services, describe them in the customer s language and manage the quality, availability, reliability, and cost of these services. This course introduces best practices and proven approaches in guiding an IT organization to improve its structure, become more efficient, and be better aligned with corporate objectives. Such an organization is in superior control of its IT infrastructure and services. This course combined with the Information Technology Strategy & Architecture (MIS 683) course and a Project Management course (MGT 598 or PM 430) make up the MBA IT Service Management Concentration. Course Objectives Gain expertise in IT Services Management definitions, tools and real-word examples. Develop a solution applying IT Service Management to support a company s business strategy. Provide practical IT Service process skills, which can be directly applied at the workplace and learn about IT services tools and best practices. Prepare high quality, professional IT Services deliverables. Prerequisites Students should complete MIS 555 before taking this course. Students should already be familiar with or at least have awareness of network, server, application, database, storage, middleware and programming components of IT infrastructures. Course Materials

2 Required Resources: Courseware Packet: This packet includes IT Service Management (ITSM) methodology and deliverables and will be provided to students through our course Desire 2 Learn (D2L) site. Content will be regularly updated and posted on D2L each week. Please note that the packet includes proprietary and copyrighted content. Do not copy, distribute or use proprietary course materials outside of this course. Books and Reading Materials: We will use two ITSM books and IBM Tivoli Unified Process (ITUP) material throughout the course. 1) Robert Ryan, Tim Raducha-Grace - The Business of IT: How to Improve Service and Lower Costs. IBM Press. ISBN: ) Ernest Brewster, Richard Griffiths, Aidan Lawes, John Sansbury IT Service Management: A Guide for ITIL V3 Foundation Exam Candidates. BCS. ISBM: ) IBM Tivoli Unified Process (ITUP) Provides detailed documentation of IT Service Management processes based on industry best practices. The ITUP installation file will be provided to you through D2L: a. A self extracting executable file will install the ITUP v7.1.4 as an html file structure on your personal computer allowing you to view the ITUP material using a browser. You may access the books for free through the Books 24x7 area of the DePaul Library site: This is an online-only option (Internet access required). To access the text through DePaul Library s Books 24x7 site: 2. Go to 3. Under Featured Resources, click on Books 24x7 4. On the next screen, enter your DePaul Campus Connection user ID and password Syllabus MIS 798 IT Service Management 2

3 5. Once you are in the Books 24x7 site, type The Business of IT in the Search box on the blue bar and click Go (or press <Enter>). 6. Find and select the book listed in the results (be careful choose the right title!) 7. Click on the title of the book to access the content. You can also click on the folder icon next to the title to add it to your personal folders. That way, you won t have to search for it every time; instead, you can select the folder from the dropdown under My Home Folders on the top right. Other resources: Course site - announcements, assignments, supplemental materials, slides, and other course tools will be posted on the D2L site. Please check the course postings on D2L regularly for announcements and other important information. Access to online Internet tools applications will be demonstrated and used during the course for exercises. Teaching Methods, Grading & Assignments The primary teaching methods are lecturing, discussion, IT service management scenarios, in class exercises, case analysis and problem solving. Students will have a view of real-world service management tools via demos, techniques and sample deliverables. Lecturers will provide subject matter expertise on service management components. Students must be fully prepared for each class and provide thought leadership on emerging and enabling technologies. All reading must be completed prior to attending the class. Assignments and projects are to be handed in on the dates due. The course pace will be adjusted as required based on our progress. This is an unstructured course and lectures are based primarily on proprietary content provided by the instructor and other related material. Syllabus MIS 798 IT Service Management 3

4 Assignments/Projects & Exam Contribution & Participation in Class Discussion: Throughout the term, each student's participation and contribution will be evaluated. Class participation is a subjective evaluation of each student s contribution to the unstructured discussion of the assignments, questions, student presentations and business cases. The evaluation will consider both the quality of contribution and the frequency of participation. Completion of reading assignments and participation in cases are essential for to attain full credit. The grade will be prorated weekly as follows: 4 Asks good questions, makes valuable observations, and answers questions effectively on an ongoing basis. Fully engaged in our class; enriches our learning and may serve in a SME role. 3 A frequent participant, but all questions, answers, or observations are not always effective, or not on an ongoing basis, or tends to discourage effectiveness. 2 Only participates infrequently, or questions/answers do not reflect adequate preparation. 1 Very rare participation, and/or questions/answers reflect little preparation. 0 No participation and disengaged from the class. You are expected to attend all classes, contribute to our joint learning and actively participate in our class. Not attending a class will result in zero class contribution/participation credit since you could not add value that day. Missing multiple classes will adversely impact your performance and possible dismissal from this course. In-Class Student Led Discussions: Students will create and submit a one-page document or presentation that summarizes an article or an ITSM example from their own work environment related to the current session s topics or a previous session s topics. Students with odd student ID numbers will submit summaries on odd number weeks 3, 5 and 7. Students with even student ID numbers should submit summaries for even number weeks 4, 6 and 8. All students will submit a student questionnaire at the beginning of the course and should be prepared to discuss Part 2 of their questionnaire during week 2 s class. Students will be provided with links to relevant online journals, magazines, etc. through our course D2L site to help with finding articles and subject material. The submissions should describe an ITSM related tool or process, the value provided to businesses, implementation challenges and risks, etc. Students will use the D2L site to post both a link and a summary of their chosen article or example. This summary must be posted no later than 11:59 pm the night prior to class. In class, students will informally present their summary of the article and lead a brief discussion on the topic. All students are expected to actively participate in these discussions, contribute to our joint learning and consideration of different points-of-view. Student participation in this discussion will be assessed based on the quality, frequency and relevancy of contributions. High-yield observations and questions will be rewarded. Random and/or off-topic comments will not be rewarded. Students contribution to the in-class article discussions will be factored Syllabus MIS 798 IT Service Management 4

5 into the class participation score for that week. ITSM Tool Exercises: Students will have the opportunity to work with ITSM tools and complete exercises under the guidance of the instructors and independently outside of class. The exercises are designed to reinforce the ITSM concepts, methods and tools discussed during the sessions and will show how ITSM software can be used to better align IT services with business strategies and objectives. Final Exams: The final exam will cover the ITSM areas discussed during the class sessions. The exam will focus on your understanding of IT service management, testing your knowledge and comprehension of ITSM concepts as well testing your ability to analyze business problems and determine how ITSM can be applied to solve it. Students who are well prepared for class actively engaged and have a general understanding of the IT service management concepts and how they are applied to solve business problems will do well on the exam. Group Case Study Project: Students will form case study teams where they will create a written solution proposal and an associated presentation. Each case study should addresses an actual business need and build a case for how ITSM Strategy and Design best practices can solve the business problem. A draft case study proposal is due week five. The initial proposals will be reviewed and feedback will be provided. There will be case study checkpoints and in class working time during weeks seven and eight. The final case study proposal documents and presentations are due week ten. The case study proposals and presentations will be assessed on the follow criteria: 1. Team s ability to understand, categorize and capture the business ITSM needs. 2. Work effort put forth to identify and assess various ITSM options 3. Knowledge and skills used to select the best ITSM option. 4. Level of professionalism with documenting and presenting the proposed solution. IT Service Management Research Paper: The paper should be 5-10 pages (single spaced) in length and include at least 5 properly cited references from articles, journals, books, web sites, etc. Students can choose the subject area of their research from the list of ITSM topics covered in the course material. Students may choose to research an actual ITSM implementation or research a new ITSM tool/process/method. In both cases the students must define their chosen ITSM subject area, describe the technology it employs, its business value, any the technical and/or organizational challenges it brings to a business, and any ideas or suggestions for improvements. Students must submit their research paper subject ideas for review and approval week six. Students will be provided feedback and guidance with their proposed research paper subjects. The research paper will be due at the beginning of the final session. There will be a research paper checkpoint week eight in class. Grading & Weights Weight % Syllabus MIS 798 IT Service Management 5

6 Class participation, student led discussions and tool exercises 10 Group project Peer evaluation 10 Case Study Project Final Presentation 30 Research Paper 25 Final Exam 25 Letter Grade Determination The following table will be used in converting numeric grades into an official letter grade for the course: Number Scale Letter Grade % A % A % B % B % B % C % C % C % D % D % D % F. Academic Integrity Work done for this course must adhere to the University Academic Integrity Policy, which you can review in the Student Handbook or by visiting Academic Integrity at DePaul University ( All written assignments will be reviewed using Turn It In software. Instances of deliberate and intentional plagiarism, as detected by the software, will be handled in accordance with the academic integrity policy. Syllabus MIS 798 IT Service Management 6

7 Course Schedule (This schedule is TENTATIVE and subject to change based on class progress): Lecturer(s) Week Date Topics Readings and Assignments Mike Smith 1 Apr Course and Syllabus Overview 1. The Emerging IT 2. IT Service Management and Governance Overview Governance Approach (D2L Week 1 Content) 3. Service Strategy 2. Business of IT Chapters 1 4. ITUP Overview and 2 3. IT Service Mgt Guide Mike Smith 2 Apr Portfolio Management 2. Financial Management 3. Service Design 4. Service Catalog Management Mike Smith 3 Apr Service Level Management 2. Availability Management 3. Security Management 4. Capacity Management Chapters 1 and 2 1. Submit the Student Survey document 2. Student Survey Part 2 Discussion (all students) 3. Establish Case Study Teams 4. Business of IT Chapter 4 5. IT Service Mgt Guide Chapters 9, 7, 3 and ITUP Process By Category A3 Customer Direction - Portfolio Mgt 7. ITUP Process By Category A8 Administration - Financial Mgt 8. ITUP Process By Category A2 Customer Relationships - Catalog Mgt 1. Article Summary/Article odd ID numbers only) 2. IT Service Mgt Guide Chapters 11, 14, 16 and and ITUP Process By Category A2 Customer Relationships - Service Level Mgt Category A7 Resilience - Availability Mgt 5. ITUP Process By Category A7 Resilience - Security Mgt 6. Process By Category A7 Resilience - Capacity Mgt Ravi Mani 4 Apr Service Transition & Service Operation 2. Request Fulfillment 3. Incident Management 4. Event Management 1. Article Summary/Article even ID numbers only) 2. IT Service Mgt Guide Chapters 4, 5, 22, 23, ITUP Process By Request Fulfillment Incident Management Syllabus MIS 798 IT Service Management 7

8 5. Process By Category A6 Operations - Event Management Ravi Mani 5 Apr Problem Management 2. IT Operations, Control and Monitoring 3. IT Operations, Data Backup and Restore Ravi Mani 6 May Access Management 2. Self Help & Future Workplace Services 3. Disaster Recovery 4. Service Desk Tool Exercise Mike Smith 7 May Knowledge Management 2. Continuous Improvement 3. Process Modeling Tool Exercise 4. Case Study Checkpoint 1 Ravi Mani 8 May Change Management 2. Configuration Management 3. Case Study Checkpoint 2 4. Research Paper Checkpoint 1. Submit initial case study proposal for review 2. Article Summary/Article odd ID numbers only) 3. IT Service Mgt Guide Chapters 24 and 25 Problem Management 5. ITUP Process By Service Execution 6. ITUP Process By Data Management 1. Submit initial research paper ideas for approval 2. Article Summary/Article even ID numbers only) 3. IT Service Mgt Guide Chapter 15 Category A6 Operations Identity and Access Management 5. ITUP Process By Category A7 Resilience - Continuity Mgt 1. Article Summary/Article odd ID numbers only) 2. Business of IT Chapter 6 3. IT Service Mgt Guide Chapters 17, 29 and 30 Category A8 Administration - Knowledge Management 5. In-class case study working time 1. Article Summary/Article even ID numbers only) 2. IT Service Mgt Guide Chapters 18, ITUP Process By Category A5 Transition - Change Management Syllabus MIS 798 IT Service Management 8

9 No Class 9 May Memorial Day No class No Class Category A5 Transition - Asset and Configuration Management 5. In-class case study working time Mike Smith 10 June Course Recap & Final Exam Overview 2. Case Study Presentations (student teams) 1. Submit final case study proposals and presentations Mike Smith Ravi Mani 11 June Final Exam 2. Research Paper Due 1. Submit research paper Syllabus MIS 798 IT Service Management 9

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