SEN5301 Introduction to Information Technologies Services ManagementBahçeşehir UniversityDegree Programs INFORMATION TECHNOLOGIES (TURKISH, THESIS)General Information For StudentsDiploma SupplementErasmus Policy StatementNational Qualifications
Master TR-NQF-HE: Level 7 QF-EHEA: Second Cycle EQF-LLL: Level 7

Course Introduction and Application Information

Course Code Course Name Semester Theoretical Practical Credit ECTS
SEN5301 Introduction to Information Technologies Services Management Fall
3 0 3 8
This catalog is for information purposes. Course status is determined by the relevant department at the beginning of semester.

Basic information

Language of instruction: English
Type of course: Departmental Elective
Course Level:
Mode of Delivery: Face to face
Course Coordinator : Prof. Dr. ADEM KARAHOCA
Course Lecturer(s): Prof. Dr. ADEM KARAHOCA
Recommended Optional Program Components: None
Course Objectives: This course provides an overview of IT Services. Topics include enterprise systems management (ESM), which is the complete and total management of a company's IT elements and/or environment. IT services, or ESM, involves two categorizations: infrastructure management -the discipline regarding services responsible for maintaining and managing the IT elements in an environment, and relationship management -the discipline containing the services that are customer facing in relation to their IT infrastructure.

Learning Outcomes

The students who have succeeded in this course;
1. Define computing infrastructure
2. Examine IT services
3. Define event and fault management
4. Describe problem, change and configuration management
5. Examine asset management
6. Define security and network management
7. Define storage, workload, backup and recovery management
8. Examine business process management fundamentals
9. Describe business process management supporting infrastructure

Course Content

The content of this course is composed of computing infrastructure overview, introduction to IT services, event & fault management, problem, change and configuration management, asset management, security and network management, storage, workload, backup and recovery management, business process management fundamentals, business process management supporting infrastructure.

Weekly Detailed Course Contents

Week Subject Related Preparation
1) Computing Infrastructure Overview
2) Introduction to IT Services
3) Event & Fault Management
4) Problem, Change and Configuration Management
5) Asset Management
6) Security and Network Management
7) Storage, Workload, Backup and Recovery Management
8) Storage, Workload, Backup and Recovery Management / Midterm
9) Business Process Management Fundamentals
10) Business Process Management Supporting Infrastructure
11) Business Process Management Supporting Infrastructure / Midterm
12) Case Study Presentations
13) Case Study Presentations
14) Project Presentation


Course Notes / Textbooks: Rob Addy, Effective IT Service Management: To ITIL and Beyond, Springer

References: OGC- ITIL v3 references library– Service Design, Transition, Operation, Strategy, Continual Service Improvement.

Evaluation System

Semester Requirements Number of Activities Level of Contribution
Quizzes 2 % 10
Homework Assignments 2 % 10
Midterms 2 % 40
Final 1 % 40
Total % 100
Total % 100

Contribution of Learning Outcomes to Programme Outcomes

No Effect 1 Lowest 2 Low 3 Average 4 High 5 Highest
Program Outcomes Level of Contribution