vcc.ca
ITOP 1106: Service Manager
Effective date
September 2024
Department
IT Operations
School
Continuing Studies
Description
In this course students will learn about the various aspects of service management such as service quality, service lifecycle, service improvement, and project management. Emergency recovery options and business continuity planning will also be discussed.
Credits
2.0
Year of study
1st Year Post-secondary
Prerequisites
None
Corequisites
None
Course Learning Outcomes
Upon successful completion of this course, students will be able to:
- Differentiate between the various stages of the service management lifecycle
- Explain the importance of the continual service improvement cycle
- Discuss why service quality is related to business continuity planning
- Produce examples of the importance of customer service
- Use basic project terminology
- Set up or follow an escalation process
- Document problems, steps taken, and outcomes
- Explain change management
Prior Learning Assessment & Recognition (PLAR)
Prior learning is assessed using a student portfolio (based on a rubric) that reflects their experiences as a service and/or project manager.
Hours
Lecture, Online, Seminar, Tutorial: 20
Clinical, Lab, Rehearsal, Shop, Kitchen, Simulation, Studio: 10
Total Hours: 30
Clinical, Lab, Rehearsal, Shop, Kitchen, Simulation, Studio: 10
Total Hours: 30
Instructional Strategies
Students will engage with the material in this course through scenarios and case studies that focus on typical IT project management and service issues. Role-playing and group work will be used to simulate common client-IT interactions and IT project components. Other learning activities may include presentations and learning journals.
Grading System
Letter Grade (A-F)
Passing grade
C
Evaluation Plan
|
Type |
Percentage |
Assessment activity |
|
Midterm Exam |
20 |
Midterm covers material covered in the first half of the course |
|
Final Exam |
20 |
Final exam |
|
Project |
30 |
|
|
Assignments |
30 |
Multiple assignments |
Course topics
- Introduction to ITIL Service design and service lifecycle Service pipeline, deployment and maintenance Continual service improvement Service desk and catalogue Service Level Agreements (SLAs) Change management Service quality and metrics Customer service soft skills Disaster recovery and business continuity planning Security
Notes:
- Course contents and descriptions, offerings and schedules are subject to change without notice.
- Students are required to follow all College policies including ones that govern their educational experience at VCC. Policies are available on the VCC website at:
https://www.vcc.ca/about/governance--policies/policies/. - To find out if there are existing transfer agreements for this course, visit the BC Transfer Guide at https://www.bctransferguide.ca.