Theory: 50 %

Practice: 50 %

Recommended semester: 6

Study mode: full-time

Prerequisites: 100 cr

Evaluation type: term mark

Course category: required optional

Language: english

Responsible instructor: Dr. Kovács Tamás

Responsible department: Department of Information Technologies

Instructor(s): Medgyes Krisztián

Course objectives:
The objective of the course is to familiarize students with the tasks and typical solutions of IT service management.

Course content - lectures:

The service lifecycle. Service design (principles, organizational issues, technological aspects). Requirements management. Data and information management. Application management. Service catalog management and service level management. Availability management and capacity management. IT service continuity management and information security management. Supplier management. Service operation and service transition. Challenges, critical success factors, and risks. Summary of service design. The service lifecycle. Service design (principles, organizational issues, technological aspects). Basics of eTOM. 01. Week: ITIL Basics 02. Week: Service Now Registration / Creating Your Own Instance 03. Week: Familiarization with the Service Now Interface 04. Week: Incident Management Basics 05. Week: Advanced Incident Management 06. Week: Form Designer 07. Week: Service Desk 08. Week: Service Catalog I 09. Week: Service Catalog II / Flow Automation 10. Week: Flow Automation II 11. Week: Summary 12. Week: Midterm Exam 13. Week: Resit Midterm Exam

Course content - labs:

The application of the concepts and tools learned in the lecture through concrete examples. 01. Week: ITIL Basics 02. Week: Service Now Registration / Creating Your Own Instance 03. Week: Familiarization with the Service Now Interface 04. Week: Incident Management Basics 05. Week: Advanced Incident Management 06. Week: Form Designer 07. Week: Service Desk 08. Week: Service Catalog I 09. Week: Service Catalog II / Flow Automation 10. Week: Flow Automation II 11. Week: Summary 12. Week: Midterm Exam 13. Week: Resit Midterm Exam

Acquired competences:
Knowledge:

- Knowledge of the principles and methods of natural sciences (mathematics, physics, other natural sciences) relevant to the field of IT. - He/she knows the operations of hardware and software elements, the technology of their implementation, how to solve problems related to their operation and the possibilities of the interconnection of IT and other technical systems. - He/she posesses a basic knowledge and engineering approach to signal processing, modelling, simulation and control of systems and networks. - He/she knows the main programming paradigms, programming languages, development tools. His/her knowledge covers the modelling of IT systems, creation of database based systems, as well as the structure, operation and implementation of computer networks. His/her knowledge covers the characteristics of intelligent systems, the specificity of mobile application development, the management of state-of-the art general purpose operating systems, as well as the aspects of IT security. - He/she is familiar with the important software development methodologies, and the notation systems for IT designs and documentation. - He/she has basic data security skills. - He knows the vocabulary and special terms of the engineering profession in the Hungarian and English languages at least on the basic level.

Skills:

- He/she uses the principles and methods of natural sciences (mathematics, physics, other natural sciences) relevant to the field of information technology in his/her engineering work for the design of information systems. - He/she is able to develop enterprise information systems and implement previous developments. - He/she is abile to specify and implement embedded systems using the knowledge gained from his/her studies. He/she can apply his/her knowledge acquired during his/her study to acquire deeper knowledge in the field of information engineering and to process special literature and solve problems related to information technology. - He/she is able to fulfill analytical, specification, planning, development and operation tasks, in addition, he/she applies the development methodology, debugging, testing and quality assurance methods in his/her field. - He/she cooperates with other computer science engineers, electrical engineers during team work, and with other experts during the analysis and solution of a problems. - He/she can communicate in Hungarian and in English about professional issues, he/she uses the terms of information technology in a creative way. - He/she constantly improves his/her knowledge and keeps up with the development of the computer engineering profession.

Attitude:

- He/she genuinely represents the professional principles of engineering and information technology fields. - He/she aims to see through the entire engineering system not only his/her own field. - He/she is open to acquire new methods, programming languages and develop skills to use them. - He/she is open to get to know other fields which employ information technology tools, and open to work out information technology soultions in cooperation with the experts of other areas. - He/she makes decisions with full respect for the law and ethical standards in decision-making situations requiring a complex approach. - He/she understands and embraces the ethical principles and legal implications of his/her profession. - He/she makes an effort to work efficiently and to high standards. - He/she keeps in mind and ensures the security of his/her employees' and customers' data and information.

Autonomy and responsibilities:

- He/she feels responsible for IT systems analysis, development and operation, both individually and as part of a team. - He/she reveals the weaknesses of the technologies applied, risks of processes and initiates measures which reduce them. - He/she has a security-conscious attitude in posession of his/her professional knowledge, and is aware of potential threats and opportunities for attack, as well as is prepared to prevent them.

Additional professional competences:

Requirements, evaluation, grading:
Mid-term study requirements:
Mid-term study requirements: Regular attendance at lectures. 2 exams during the semester: 1 theoretical and 1 practical, each worth a maximum of 50 points. The time and place of the exams will be announced by the course instructor during the first week of the semester. Exam requirements: To receive a passing grade for the practical portion, students must achieve at least 50% of the total points for both the theoretical and practical exams (minimum 25 points for theory and minimum 25 points for practice).
Exam requirements:

Study aids, laboratory background:

The mandatory literature, lecture notes, documentation for the software used in practice sessions, and practical guides are provided. Each student is provided with modern computer access during practice sessions.

Compulsory readings:

-ITIL Foundation - ITIL 4 Edition (Axelos https://www.mizekhedmat.com/wp-content/uploads/2022/07/ITILFoundation-ITIL4Edition.pdf - kiadás 2022.07.) -https://www.cisco.com/c/en/us/products/collateral/services/high-availability/white_paper_c11-541448.html -https://www.tankonyvtar.hu/hu/tartalom/tamop425/0053_ITIL_Alapu_Szolgaltatasmenedzsment/adatok.html

Recommended readings:

"[1] e Bernard: Foundations of ITIL, Van Haren Publishing, Zaltbommel, www.vanharen.net 2011, ISBN: 978 90 8753 923 8[2] Introduction to eTOM. WhitePaper, Cisco Systems, Inc. , 2009 https://www.cisco.com/c/en/us/products/collateral/services/high-availability/white_paper_c11-541448.html"