SEN4503 Introduction to IT Services ManagementBahçeşehir UniversityDegree Programs PSYCHOLOGYGeneral Information For StudentsDiploma SupplementErasmus Policy StatementNational QualificationsBologna Commission
PSYCHOLOGY
Bachelor TR-NQF-HE: Level 6 QF-EHEA: First Cycle EQF-LLL: Level 6

Course Introduction and Application Information

Course Code Course Name Semester Theoretical Practical Credit ECTS
SEN4503 Introduction to IT Services Management Fall 3 0 3 6
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: Non-Departmental Elective
Course Level: Bachelor’s Degree (First Cycle)
Mode of Delivery: E-Learning
Course Coordinator : Dr. Öğr. Üyesi TAMER UÇAR
Course Lecturer(s): Prof. Dr. ADEM KARAHOCA
Recommended Optional Program Components: None
Course Objectives: Foundations in IT services 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 fundamentals
2. Analyze IT services
3. Define event and fault management
4. Describe problem, change and configuration management
5. Analyze asset management
6. Define security and network management
7. Define storage, workload, backup and recovery management
8. Analyze business process management fundamentals
9. Describe business process management supporting infrastructure

Course Content

The course content is composed of the basics of computing infrastructure, introduction to it services, event and 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 I
9) Business Process Management Fundamentals
10) Business Process Management Supporting Infrastructure
11) Case Study Presentations
12) Case Study Presentations / Midterm II
13) Case Study Presentations
14) Project Presentation

Sources

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

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

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
PERCENTAGE OF SEMESTER WORK % 60
PERCENTAGE OF FINAL WORK % 40
Total % 100

ECTS / Workload Table

Activities Number of Activities Duration (Hours) Workload
Course Hours 14 3 42
Study Hours Out of Class 3 6 18
Quizzes 2 3 6
Midterms 2 15 30
Final 1 17 17
Total Workload 113

Contribution of Learning Outcomes to Programme Outcomes

No Effect 1 Lowest 2 Low 3 Average 4 High 5 Highest
           
Program Outcomes Level of Contribution
1) To develop an interest in the human mind and behavior, to be able to evaluate theories using empirical findings, to understand that psychology is an evidence-based science by acquiring critical thinking skills.
2) To gain a biopsychosocial perspective on human behavior. To understand the biological, psychological, and social variables of behavior.
3) To learn the basic concepts in psychology and the theoretical and practical approaches used to study them (e.g. basic observation and interview techniques).
4) To acquire the methods and skills to access and write information using English as the dominant language in the psychological literature, to recognize and apply scientific research and data evaluation techniques (e.g. correlational, experimental, cross-sectional and longitudinal studies, case studies).
5) To be against discrimination and prejudice; to have ethical concerns while working in research and practice areas.
6) To recognize the main subfields of psychology (experimental, developmental, clinical, cognitive, social and industrial/organizational psychology) and their related fields of study and specialization.
7) To acquire the skills necessary for analyzing, interpreting and presenting the findings as well as problem posing, hypothesizing and data collection, which are the basic elements of scientific studies.
8) To gain the basic knowledge and skills necessary for psychological assessment and evaluation.
9) To acquire basic knowledge of other disciplines (medicine, genetics, biology, economics, sociology, political science, communication, philosophy, anthropology, literature, law, art, etc.) that will contribute to psychology and to use this knowledge in the understanding and interpretation of psychological processes.
10) To develop sensitivity towards social problems; to take responsibility in activities that benefit the field of psychology and society.
11) To have problem solving skills and to be able to develop the necessary analytical approaches for this.
12) To be able to criticize any subject in business and academic life and to be able to express their thoughts.