Course content

This course takes a closer look at how we should organize the delivery of IT 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 ITIL as best practice for this work. Students will be introduced to the core components of ITIL, which are the service value system and the 4 dimensions model.

Learning outcome

KNOWLEDGE

The candidate

• has a basic understanding of digital service management and IT services / products delivery.
• has knowledge and can explain about the service value system in ITIL, including guiding principles, governance, the service value chain, continuous improvement and the four-dimensional model for service management.
• can explain selected practices in the ITIL standard with a focus on work tasks and how they interact.
• has broad knowledge of success factors related to the introduction of ITIL in an organization.

SKILLS

The candidate:

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

GENERAL COMPETENCE

The candidate:

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

Learning methods and activities

The learning material will be presented through textbooks, lecture notes, external videos and self-produced video material.

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.

Compulsory assignments

• Compulsory exercises

Specific conditions

Recommended previous knowledge

None

Required previous knowledge

None

Course materials

Textbooks and syllabus will be provided at the start of the semester.

Credit reductions