SEN4503 Introduction to IT Services ManagementBahçeşehir UniversityDegree Programs ENERGY SYSTEMS ENGINEERINGGeneral Information For StudentsDiploma SupplementErasmus Policy StatementNational QualificationsBologna Commission
ENERGY SYSTEMS ENGINEERING
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) Build up a body of knowledge in mathematics, science and Energy Systems Engineering subjects; use theoretical and applied information in these areas to model and solve complex engineering problems.
2) Ability to identify, formulate, and solve complex Energy Systems Engineering problems; select and apply proper modeling and analysis methods for this purpose.
3) Ability to design complex Energy systems, processes, devices or products under realistic constraints and conditions, in such a way as to meet the desired result; apply modern design methods for this purpose.
4) Ability to devise, select, and use modern techniques and tools needed for solving complex problems in Energy Systems Engineering practice; employ information technologies effectively.
5) Ability to design and conduct numerical or pysical experiments, collect data, analyze and interpret results for investigating the complex problems specific to Energy Systems Engineering.
6) Ability to cooperate efficiently in intra-disciplinary and multi-disciplinary teams; and show self-reliance when working on Energy Systems-related problems
7) Ability to communicate effectively in English and Turkish (if he/she is a Turkish citizen), both orally and in writing. Write and understand reports, prepare design and production reports, deliver effective presentations, give and receive clear and understandable instructions.
8) Recognize the need for life-long learning; show ability to access information, to follow developments in science and technology, and to continuously educate oneself.
9) Develop an awareness of professional and ethical responsibility, and behave accordingly. Be informed about the standards used in Energy Systems Engineering applications.
10) Learn about business life practices such as project management, risk management, and change management; develop an awareness of entrepreneurship, innovation, and sustainable development.
11) Acquire knowledge about the effects of practices of Energys Systems Engineering on health, environment, security in universal and social scope, and the contemporary problems of Energys Systems engineering; is aware of the legal consequences of Energys Systems engineering solutions.