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INFORMATION TECHNOLOGY SERVICE MANAGEMENT

Course Syllabus
INSTRUCTOR'S NAME AND CONTACT INFORMATION LING Zong (凌棕), Ph. D. Senior Engineer/Scientist, IBM Almaden Research Center/Software Group, San Jose, California, U.S.A. Course-Email: Personal-Email : IBM-Email: Web Page: lingzongUSTC@gmail.com lingzong@hotmail.com zong@us.ibm.com http://software.nju.edu.cn/lingzong

WORDS OF WELCOME Welcome to the course of Information Technology Service Management ! First of all, I'd like to congratulate you on your decision to take this course! I've been affiliated with some Information Technology (IT) related classes for years over the world to IBM professionals, business partners, and key customers. This is a good chance for me to bring my industry experience to you -- the bright college students over China, with such a hot topic. I believe that you have made a wise choice to explore this colorful world and I am excited about the opportunity I've been given to work with you

Please use OUR valuable time together well through this course duration. BENEFITS FOR STUDENTS . To gain an appreciation of the complexities associated with implementing change during IT services. industry. To develop an understanding of the "state of the art" of IT service management thinking including IT service systems and the service system worldview in order to develop a service mindset. operations. through the case study. Students will learn about the management of service systems from the basic IT infrastructures and service principles. To appreciate the organizational significance of managing the IT service encounter to achieve internal and external customer satisfaction. practical experience. US and world economy will be discussed. The economics of service systems in the context of the firm. COURSE OBJECTIVES • • • • • • • To study "breakthrough" services in order to understand the operations of successful IT service firms that can be benchmarks for future management practice. operational strategies. and organizational issues. To understand new service development from both a product and process perspective. My hope is that ALL of you will pass this course with flying colors! COURSE DESCRIPTION The course is designed to introduce IT service systems in a variety of enterprise and service industry settings. To develop an awareness of the opportunities that information technology can have for enhancing service firms' competitiveness.during the course period. and ask for more information or for help when you need. and management. The reading materials and class room lectures will integrate IT system concepts. and from Software Engineering to Service Science. towards the better preparation for IT service system design. To extend the knowledge scope from Technique to Management. The IT history and basic IT service methods will be reviewed.

and applications. as well as the selective IT service topics: RFID wireless network. information technology. The students will be prepared to provide solutions to the problems in a wide range of service activities.The marketplace is moving away from the traditional division of labor between technical and business specialists. The MBA graduates with general management training have become a commodity and the BSs with IT knowledge have been the minimal job requirement in current enterprise. management. engineering and science. as an area of study. These should be highly rewarding careers. Along with the profit chains in IT industry. delivery. The strong interest in developing this area is shared among major industry entities and academia thereby giving it an applied focus.reviewing the concepts and histories of computer platforms and operating systems. this course will leverage the students into a much stronger position in further job market because they will be trained to do more than pure technique. and higher-valued work. management. more complex. career development and organizational behavior to develop IT service solutions. and project management. RFID wireless network. including customer service. data storage. methods.scanning the research work in the fields of service science. The students completed this course will be trained simultaneously from business process analysis. and business continuity with IT services on storage management IT service strategy. network. As the foundation of the training sessions in IT service programs. in terms of both compensation and job satisfaction. jobs that require only technical skills are being outsourced from USA where was the originality of IT technology. The course describes in a readily understandable way on how IT Services should be managed. and case study – demonstrating the practical and successful approaches for IT services IT Project / Service Management overview – illustrating the IT project linkage between the physical world and the service fields . The course covers: • • • • IT Service Management Overview . This course will take multiple perspectives on service science: design. and engineering IT Infrastructure. and Data Storage Management . and evaluation. information technologies. is multidisciplinary in nature drawing from the disciplines of management. COURSE OUTLINE IT Services.

Mauborgne. and take actions on cause analysis. and how to assess issues and mitigate risks during IT service processes IT Project / Service team building – introducing the mechanisms for building up an effective IT service team Communication Management and Negotiation/Presentation Skills in IT Services – discussing the methods for communicating inside and outside of the IT project/service teams. ASSIGNMENTS and EXAMINATION . Fitzsimmons and M. Harvard Business School Press. about 110 MB) that are available through the course period. Cambridge Press. estimating. Optional readings are as follows: Service Management. Chan Kim and R.E. McGraw Hill. and Dwayne Gremler. and the skills for effective negotiation and presentation for the IT services An introduction to IBM – exhibiting the structure and culture of IBM from the perspectives of IT Service Management READING MATERIALS For completing this course. Principles and Applications. Sen. and risk management . estimating and resourcing .• • • • • IT Project / Service planning. Hillier and Lieberman Service modeling. Development as Freedom.walking through the steps on how to control change requests. Wiley. Valerie Zeithaml. the basic requirement of the reading materials is the set of lecture notes (PowerPoint and MS Word files. Fitzsimmons. McGraw-Hill.J. Vilho Råisånen. Anchor Books . quality. Blue Ocean Strategy. W. Services Marketing. A. J. Prentice Hall. Alan Nankervis. Principles of Service Marketing and Management. issue. Managing Services. Sampson. Christopher Lovelock and Lauren Wright. and resourcing on how the cost and user resources are assigned to IT projects and services IT Project / Service changes. S.A. Fourth Edition. Mary Jo Bitner. maintain quality measurements. Wiley Understanding Service Business.listing the techniques for planning. Introduction to Operations Research.

Please respond to the questions of daily assignment to the COURSE-Emails of BOTH Instructor and TA. addressing what you have mastered and indicating in what areas you might still need to make improvement. COURSE GRADE PRINCIPLES Activities Self-Introduction & Final Report Assignment Examination Requirement Submitting (10 = 5 x 2) Submitting (40 = 5 x 8) Answering Questions ( 50 = 1 x 50 ) Total Score 10 40 50 100 ACADEMIC HONESTY Although this should not be an issue during this course session. TA will be reporting grades to the daily assignments. which should be the extension of the lectures. finding the answers through network search is encouraged. for each of the questions/topics in the assignment. may be slightly beyond the scope of classroom lectures. Please note. The assignment. . your answers or discussions should be limited within 200 words. It will be an exam in close-book. The deadlines are always the End Of the Day (EOD) on your local time zone. In the subject area of your response. unless you do have a convincible explanation for longer echoes.The daily assignments are listed in the Daily Objectives and Assignments section of this document. it is better to specify your student number. which will take about 2 hours for you to answer 50 questions from multiple-choice (4) solutions. I include this information as a way of emphasizing to you the importance of academic honesty and the fact that you are expected to practice. and the assignment index or whatever identifiable easily. We will have an examination. Instructor may selectively send you a private note. your full name. Therefore.

Academic dishonesty could involve: 1. The student should also make clear the extent to which such sources were used. Copying work submitted by others. At this course. Also. but are not limited to. In order to assure that we can have a free and open discussion in which we may elect to discuss our experience and the policies and procedures as they apply to the course materials. I expect each person to respect the confidentiality of what you have learned in this class and what we (me and your classmates) are willing to share among us. please don’t hesitate to ask! . Therefore. If any words or ideas are used that do not represent the student's original words or ideas. Words or ideas that require citations include. 3. all hardcopy or electronic publications. Using information from online information services without proper citation. whether copyrighted or not. the student must cite all relevant sources. some of the practical case study may have the restriction for distributing the information. avoiding nonpublic or competitively sensitive information. or about other aspect of the course. While at the same time I ask that each of you exercise good judgment in what you choose to share. A student must always submit work that represents his or her original words or ideas. it is important to note that we all are bound by confidentiality in this class. all submissions to any public meeting or private mailbox fall within the scope of words and ideas that require citations if used by someone other than the original author. 2. If you have questions about the information contained in this syllabus.Academic honesty is highly valued just as it is. Having someone else complete a portion of YOUR assignments. CONFIDENTIALITY One of the cornerstones of the learning model in this course is the practical application of theoretical concepts and we may share our personal and professional experiences as a means to integrate the knowledge through reflecting on its application. and all verbal or visual communication when the content of such communication clearly originates from an identifiable source.

Please prepare a brief autobiography and send it to Instructor’s COURSE-Email by EOD.ppt SSME Overview. This is the document you will refer to throughout this course so please be sure you read it and refer to it often. Management. and Engineering Required reading ITSM Course Syllabus. achievements or professional experience. and further expectations. 1)What is ITSM (Information Technology Service Management) based on your online search results from baidu and Google? . Please respond to the following questions by EOD.Daily Objectives and Assignments Unit 1: Course Introduction. Engineering Objective: To provide an overview of this course To illustrate the basic concepts of Service Science. balanced with personal information that helps create the tone you desire to impress others.ppt Assignments for Unit 1 Please read this Course Syllabus. Write the autobiography in the first person (I) with an emphasis on your educational background. ITSM Course Introduction.doc. Management. Overview of Service Science.

ppt. and concepts of Information Technology: operating systems. and Data Storage Management Objectives: To review history. RFID Introduction. Approach. innovation. and Practice Objectives: . what could be the major challenge for a data storage solution in IT services? 3)What is incremental backup in Backup and Recovery management? 4)What are the limitations when applying RFID technology? Unit 3: IT Service Strategy. networks.ppt.ppt Assignments for Unit 2 Please respond to the following questions by EOD.2)What is your understanding on Service Science? 3)Why the service management is important? 4)How could you effectively measure the benefits of an IT service from the service-profit triangle? Unit 2: IT Infrastructure,RFID Applications. Data Storage Management. what are the major differences between UNIX and Windows? 2)From your personal experience or perspectives. data storages To discuss two hot topics of IT services: RFID for wireless network and data storage management Required Reading IT Infrastructures. 1)From your experience or a user’s point of view.

ppt. Applying Patterns. Patterns for e-Business Service. e-Business Case Study Objectives: To study a practical case: IT service report of IBM e-business at Ford Motor To examine the principle of IT service processes: IT infrastructure library (ITIL). what difficulty you may run into while designing e-Business systems as IT services? 2)What could be the job responsibility of an IT Architect? 3)What are the differences between application integration and process integration? 4)What are the usages of Model-View-Controller (MVC) model? Unit 4: IT Infrastructure Library. 1)Without architecture vision. IBM e-Business at Ford Motor.ppt Assignments for Unit 3 Please respond to the following questions by EOD. along with the practices in IBM services Required Reading ITIL.ppt Assignments for Unit 4 Please respond to the following questions by EOD.To describe an IT service strategy: Architecture Thinking To exhibit an IT service approach: IBM e-business patterns for system design and implementation Required Reading IT Service Strategy.ppt.ppt. .

Planning Estimating Resourcing.1)What are the major differences between service support and service delivery in ITIL? 2)What is the relationship between process and innovation? 3)What are the key factors to enable IBM’s IT service success in Ford Motor? 4)When trying to improve IT customer satisfaction. Estimating. 1)How will you know if you could be succeeded on managing an IT project/service? 2)What is the relationship between IT project management and IT service management? 3)Do you prefer to use the Milestone-Focused planning approach? And why? 4)Which estimating approach may be more suitable for a software project in a start-up company? Why? Unit 6: IT Project/Service Change.ppt Assignments for Unit 5 Please respond to the following questions by EOD. estimating.ppt. Issue. what questions you may want to ask yourself? Unit 5: IT Project/Service Management. and Resourcing Objectives: To bridge IT service management and IT project management To discuss the skills for planning. and resourcing for IT services Required Reading IT Project Management. and Risk Management . Quality. Planning.

ppt.Objectives: To manage the scope changes and the organizational changes in IT services To maintain quality. 1)During a service/project why things need to be changed? 2)How do you deal with people’s nervous state due to organizational change? 3)How do you practically assess the risks in an IT service/project? 4)How do you maintain the quality work in an IT service/project? Unit 7: Communication Management and Team Building in IT Services Objectives: To develop and implement communication plan in IT services To build up the effective IT service teams Required Reading Communication.ppt Assignments for Unit 6 Please respond to the following questions by EOD.ppt . evaluate issue. Build Your Confidence.ppt. and mitigate risk in IT service management Required Reading Change Management. Quality Issue Risk Management.ppt. Team Building.

and job interview skills To wrap up the course contents Required Reading Presentation Strategies. Negotiation Skills. 1)What makes an audience listen to your presentation? 2)What strategies you can utilize on negotiating the price of an IT service? 3)What strategies you may use during job-interview in a career service? . Please respond to the following questions by EOD.ppt Assignments for Unit 8 Comprehensively review the course materials in this course period and be ready for the examination.ppt.Assignments for Unit 7 Please respond to the following questions by EOD. Course Summary. 1)How much communication do you need to manage an IT service project in a start-up company? 2)How could you mitigate the anxiousness before a public speech? 3)How do you plan to build good team spirit in a smaller IT service organization? 4)What is your opinion on the "good guy" and "bad guy" roles of an IT project manager in a team? Unit 8: Soft Skills in IT Service Management and Course Summary Objectives: To learn the soft skills in IT services: presentation skills. Job Interview Insights.ppt. negotiation skills.

ppt Please summarize (within 500 words) your (individual) final report on what you have experienced over this course by EOD.4)What are some things you can do to prepare for a job interview? Unit 9: An introduction to IBM from the perspectives of IT Service Management Objectives: To introduce the global organization. the corporate culture. the follows. but not be limited by. 1)Before and after this course period. or significantly different from.2 5 Unit 5. on the IT industry. Hints: You may review this course syllabus again and start to answer the questions from. and the service mechanism of IBM Required Reading Working@IBM.1 Unit 6 7 8 Unit 8 9 . and/or on the computing world? 2)What is the most impressive issue which brought your attention over this course period? 3)Through this course period. other courses you took before? And why? NINE-DAY CALENDAR Time \ Day Periods Morning 1 2 3 4 1 Unit 1 2 3 4 Unit 4. have you been inspired or discouraged to your further career development in IT field? 4)Is this course fairly similar to. what could be the difference to your understanding on the IT Service Management.

ibm.ibm.1 Unit 7 Unit 9 Evening December Weekday Unit 3 19 Sun 20 Mon 21 Tue 22 Wed 23 Thu 24 Fri 25 Sat 26 Sun Exam 27 Mon Links of References http://www.edu/ssme/ http://www.com/us/en/university/scholars/skills/ssme/ http://researchweb.com/asr/SSME/ http://www.2 Unit 4.developer.1 Unit 5.almaden.ibm.5 6 Afternoon 7 8 9 10 11 12 13 14 Unit 2 6.2 Unit 6.shtml http://www.com/ssme/oxfordworkshop.epmbook.sjsu.cob.watson.com/ .ibm.com/developerworks/cn http://www.

com/transform/project/ http://www.com/article.pmi.gantthead.http://w3-3.maxwideman.org http://www.com/ .htm http://www.com/pmglossary/index.cfm?ID=94587 https://castlelearning.ibm.