Service Management Best PracticesLaajuus (5 cr)

Learning objectives

Upon successful completion of the course, the student

- understands the goals and requirements of service management in general.
- understands how service management is linked with business.
- is familiar with the most important service management best practices.
- knows how the best practices are applied according to the field and size of business.
- adopts the mindset of continuous improvement of service management practices.
- is able to apply some of the best practices in his/her working environment.

Contents

- history of service management best practices
- relationship with standards and frameworks
- insight of selected best practices
- applicability and criticism of best practices
- applications of best practices in different business fields and geographical areas
- literature or real life case studies of service management practices
- presentations and discussions

Starting level and linkage with other courses

ICT Management Best Practices (ISM2TX120) is recommended to be completed before this course.

Implementation methods, demonstration and Work&Study

- Contact sessions
- Independent studies
- Working on group assignments
- Reporting, presentation and discussion
- The assessment of one’s own learning 1 h

Recognition of prior learning (RPL)

Depending on the requirements of the teacher prior learning could be accepter fully or partly. A student displays with the competence demonstration that s/he manages the course objectives and contents mentioned in the course description. It is possible to participate in the competence demonstration only once before taking the course. A competence demonstration is assessed on the scale from 1 to 5.