IT Service management

This course takes a closer look at how we should organize the delivery of digital services to our customers. We live in a world with increasingly frequent changes and we must establish the necessary routines to implement, follow up and continuously improve our service deliveries. The course will take a closer look at an introduction to a framework for this work.

KNOWLEDGE

The candidate

• has a basic understanding of digital service management and IT services / products delivery.
• can explain selection of practices in digital service management with a focus on work tasks and how they interact.
• has broad knowledge of success factors related to digital service management in an organization.

SKILLS

The candidate:

• can make a plan for the implementation of a framework/ process for digital service management in an organization.
• can apply continuous improvement as a consistent principle for all work with the delivery of digital services.
• can make a plan for the implementation of selected practices related to the management of services in an organization.

GENERAL COMPETENCE

The candidate:

• can exchange views and experiences about service management with peers and through this contribute to the development of good practice.
• can present key topics from service management both in writing, orally and through other relevant forms of expression.

The learning material will be presented through textbooks, articles and external videos.

Student-active forms of learning is digital (eg workshops, guest lectures, question rounds, presentation of exercises).

Text-based exercises. Solutions to the exercises will be published.