ITOP 1106: Service Manager
Effective date
September 2021
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.
Year of study
1st Year Post-secondary
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)
Please see Program Content Guide.
Hours
Lecture, Online, Seminar, Tutorial: 20
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)
Evaluation Plan
Type
|
Percentage
|
Assessment activity
|
Participation
|
10
|
|
Other
|
30
|
Learning journal and other assignments
|
Final Exam
|
20 to 35
|
|
Quizzes/Tests
|
25 to 40
|
5 to 10 quizzes.
|
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.