What you will study
The reason why we provide an IT service is to do something for somebody – who could be either a user or a customer. Understanding what users or customers value, and what needs to be done to ensure that they continue to value it, is what service management is about.
Having understood why an IT system is needed, it’s necessary to understand what will be required of the system, how to express those requirements, and how to build a system to implement them.
Building an IT system is often complex, requiring many different tasks to be performed in the right order. Project management sets out how, given the resources and time available, to achieve all the different tasks, including understanding why the system is needed, and discovering what the requirements are for the system. Finally, throughout the life of any IT system, effective communication between those involved in planning, building and using it will be essential.
The module consists of three blocks:
Block 1: Service management
In the first block, you’ll look at how service management helps to ensure that users and customers receive from IT systems services that they value. Referencing the widely used service management framework, ITIL®, you’ll start by exploring what’s needed to operate existing services effectively, then look at how to identify where, when and why there might be scope for improving services. You’ll go on to consider some of the strategic drivers for providing services to customers, and how to understand their value. You’ll look also at the wide range of things that need to be addressed when designing a service, and then rolling it out into use. The block concludes by looking at how all these aspects of service management interact in the context of the ITIL Service Lifecycle and, finally, explores some important aspects of communicating and working with colleagues in teams.
Block 2: Requirements and databases
In the first section of the block, you’ll learn to understand business goals and needs; the goals and needs of customers; and the requirements of stakeholders. In the second section, you’ll learn about databases, including modelling the data required and implementing a data solution to meet some of the needs and requirements.
Block 3: Project management
This block will introduce you to project management, with an emphasis on managing software projects. You’ll cover project management techniques and topics – such as project planning and activity planning, and managing risk and allocating resources. You’ll also focus on the techniques that are most relevant to software project management, including:
- choosing an appropriate software development approach
- estimating how much development effort will be required
- exploring the tools and techniques for monitoring the progress of projects.
Throughout the module, audio and some visual materials will illustrate and bring the study topics to life with case studies, interviews and panel discussion with experts in service management and project management. You’ll explore some of these further by asking what-if questions and suggesting how the service or project could have been managed differently. In addition, you’ll collaborate, in a small team of fellow students, on exercises based on important aspects of IT management.
This module provides you with a basis for further study of IT management, and introduces you to many of the concepts that are tested by the BCS Professional Certification in IS Project Management and IT Service Management.
In addition, the module will help you develop important skills particularly relevant to the workplace, such as written communication skills, information literacy, independent learning, critical analysis and team working. In an IT context, the module will provide practitioners with relevant experience, skills and insight into project management and service management.