IT governance, service management and operational management are essential ingredients for the proper functioning of an organisation's IT department and the achievement of its goals. At the end of the course the student will be able to : • Understand and explain a company's ICT strategy and policy; • Understand the importance of IT governance and IT service and operations management for the organisation as a whole and for a particular IT department; • The student should be able to describe and use frameworks such as CobIT and ITIL.
The main themes of this course are: • The ISO 38500 standard for ICT governance ; • CobiT control objectives for ICT governance ; • The ISO 20000 standard for ICT management ; • ITIL best practices for ICT management.
Written examination on knowledge/skills: 60%. Project/Presentation: 40%.
• McKeen, J.D. & Smith, H.A., IT Strategy: Issues and Practices, Prentice Hall, 2012. • van Bon J., A. de Jong, A. Kolthof, M. Pieper, R. Tjassing, A. van der Veen, T. Verheijen, Foundations of IT Service Management based on ITIL V3, Van Haren Publishing, 2007 • James Persse The ITIL Process Manual, Van Haren Publishing, 2012. • Van Grembergen, W. and De Haes, S., Enterprise Governance of Information Technology: Achieving Strategic Alignment and Value, Springer, 2009. • Dugmore J. & Lacy S., A Manager's Guide to IT Service Management, BSI British Standards Institution, 2011.