Akademik Dersler - Tanıtım

Course Introduction Information


Code - Course Title	SHA555 - Airport Information and Communications Technology Service Ma
Course Type	Elective Courses
Language of Instruction	Türkçe
Laboratory + Practice	3+0
ECTS	7.5
Course Instructor(s)
Mode of Delivery	Face to Face / Distance education
Prerequisites	There is no prerequisite or co-requisite for this course.
Courses Recomended	There is no recommended component for this course.
Recommended Reading List	• IT SERVICE MANAGEMENT A Guide for ITIL Foundation Exam Candidates Second Edition, Ernest Brewster, Richard Griffiths, Aidan Lawes, John Sansbury, ISBN: 978-1-906124-93-9, British Informatics Society Limited, 2012• ITIL Foundation ITIL 4 Edition, ISBN 9780113316076, TSO part of Williams Lea, 2019• Managing the IT Services Process, Noel Bruton, ISBN 0 7506 57235, Butterworth-Heinemann, 2004• Configuration Management Principles and Practice, Anne Mette Jonassen Hass, ISBN: 0-321-11766-2, Addison-Wesley Professional, 2002• CONFIGURATION MANAGEMENT Expert Guidance for Service Managers and Practitioners, David Norfolk, Shirley Lacy, ISBN 978-1-906124-58-8, British Informatics Society Limited, 2010
Assessment methods and criteria	1 Midterm, 1 Final
Work Placement	Not Applicable
Sustainability Development Goals

Content

Weeks	Topics
Week - 1	Terms related to IT Services, Airport customers and their needs, ITIL and Airport IT Services,
Week - 2	What is IT Service Management? Who provides the IT Service and who are its stakeholders? What are the resources in IT Services?
Week - 3	Service Lifecycle, Service Design, Service Transition, Service Operation, IT Service Sustainability, Application of Service Lifecycle to IT Projects
Week - 4	What is Service Strategy? Strategy processes, Service Portfolio, Demand management, Being ready for customer demands, Using technology for Service Strategy
Week - 5	Life Cycle of Service Design, Service Level Agreements (SLA), Service Catalog Management, Being ready for outsourced services, Service Availability, Service capacity management, Continuity of IT Services, Information security, Responsibilities in service design
Week - 6	Listing the airport services, determining which services will be outsourced, time and process criticality of the service, determining the SLA levels,
Week - 7	Place of service transition in the service lifecycle Control and coordination of transition Management of resource and configuration Information (corporate memory) Management Planning and management of transition
Week - 8	Place of the business in the Service Lifecycle, Event management, Incident management, Request (demand) management, Access management, Problem management, Operational responsibilities
Week - 9	Keeping records of development needs and starting point and loop Identifying the need for measurement and what to measure Key Performance Indicators (KPI) Identifying development responsibilities.
Week - 10	Planning, Designing the process, Implementing the scenario, Managing the organization's resilience, Identifying stakeholders and communicating
Week - 11	Determining the strategy with strategic evaluations, Executing the strategy, Determining the services and revealing the strategy, Internal and external service resources,
Week - 12	What is seen in the service transition phases, Operation of the transition together with other ITIL processes, Examples
Week - 13	Preparing service lists, revealing the relations between service lists, CMS needs, choosing the CMS application,
Week - 14	Examples of ITIL Transitions

Learning Activities and Teaching Methods

Teaching Methods
Lecture
Discussion
Question & Answer
Observation
Team/Group Work
Demonstration
Drill - Practise
Case Study
Problem Solving
Brain Storming
Report Preparation and/or Presentation
Proje Design/Management
Role Playing/Dramatization
Competences
Productive
True to core values
Rational
Questoning
Entrepreneur
Creative
Follow ethical and moral rules
Civic awareness
Effective use of Turkish
Environmental awareness
Effective use of a foreign language
Adapt to different situations and social roles
Work in teams
Use time effectively
Respect differences
Eleştirel düşünebilme
Abstract analysis and synthesis
Problem solving
Applying theoretical knowledge into practice
Concern for quality
Information Management
To work autonomously
Organization and planning
Elementary computing skills
Decision making
To work in interdisciplinary projects
Project Design and Management
Leadership
To work in international projects

Assessment Methods

Assessment Method and Passing Requirements
	Quamtity	Percentage (%)
1.Midterm Exam	1	20
Homework	1	30
Final Exam	1	50
Toplam (%)		100