The course is designed to introduce the fundamentals of IT services at Enterprise Business Systems (EBS). After covering the basics of IT systems, systems management (including hardware, software, human resources, and IT contracts) will be discussed in detail.
Prerequisite(s)
-
Corequisite(s)
-
Special Requisite(s)
-
Instructor(s)
Professor Fadime Yüksektepe
Course Assistant(s)
Schedule
This course is not offered in this semester.
Office Hour(s)
This course is not offered in this semester.
Teaching Methods and Techniques
- Oral presentation
Principle Sources
- Thejendra, B.S., “Practical IT Service Management”, 2nd Edition, IT Governance
Publishing, 2014.
- Smith, K.J., “The Practical Guide To World-Class IT Service Management”, 2nd Edition,
Anima Group, 2017.
Introduction to IT Services - ESM Introduction (IT Service Management, IT Infrastructure Management, IT Contracts)
Oral Presentation
3. Week
Event & Fault Management (Introduction of terms and concepts, implementation and Configuration of Event Managements Services, Event Processing, Service Interconnections and Tools Sampling)
End User Services (End User Self-Enablement, Remote Control, Help Desk, Deskside Support, Client Image Services)
Oral Presentation
12. Week
Reporting Management
Oral Presentation
13. Week
Business Process Management Fundamentals, Supporting Infrastructure
Oral Presentation
14. Week
Case Study Presentation
Oral Presentation
15. Week
Finals
-
16. Week
Finals
-
17. Week
Finals
-
Assessments
Evaluation tools
Quantity
Weight(%)
Midterm(s)
1
40
Quizzes
3
10
Homework / Term Projects / Presentations
1
5
Attendance
14
5
Final Exam
1
40
Program Outcomes
PO-1
Ability to apply theoretical and practical knowledge gained by Mathematics, Science and their engineering fields and ability to use their knowledge in solving complex engineering problems.
PO-2
Ability of determining, defining, formulating and solving complex engineering problems; for that purpose develop the ability of selecting and implementing suitable models and methods of analysis.
PO-3
Ability of designing a complex system, process, device or product under real world constraints and conditions serving certain needs; for this purpose ability of applying modern design techniques
PO-4
Ability of selecting and using the modern techniques and devices which are necessary for analyzing and solving complex problems in engineering implementations; ability of efficient usage of information technologies.
PO-5
Ability of designing experiments, conducting tests, collecting data and analyzing and interpreting the solutions to investigate of complex engineering problems or discipline-specific research topics.
PO-6
Ability of working efficiently in intra-disciplinary and multi-disciplinary teams; individual working ability and habits.
PO-7
Ability of verbal and written communication skills; and at least one foreign language skills, ability to write effective reports and understand written reports, ability to prepare design and production reports, ability to make impressive presentation, ability to give and receive clear and understandable instructions
PO-8
Awareness of importance of lifelong learning; ability to access data, to follow up the recent innovation in science and technology for continuous self-improvement.
PO-9
Conformity to ethical principles; knowledge about occupational and ethical responsibility, and standards used in engineering applications.
PO-10
Knowledge about work life implementations such as project management, risk management and change management; awareness about entrepreneurship and innovativeness; knowledge about sustainable development.
PO-11
Knowledge about effects of engineering applications on health, environment and security in global and social dimensions, and on the problems of the modern age in engineering; awareness about legal outcomes of engineering solutions.
Learning Outcomes
LO-1
Understand the fundamentals of IT services at Enterprise Business Systems (EBS)