Professional Documents
Culture Documents
1. COURSE IDENTIFICATION
The course goal is to promote the required competences in the strategies design in IT
government and service management to satisfy the EA requirements.
This is a theoretical and practical course, with three (3) credits, composed by three
(3) units designed to be implemented in sixteen (16) weeks.
The second unit focuses in the IT services life cycle management using ITIL V3
reference framework.
The third unit approaches the use of COBIT 5 and ITIL V3 reference frameworks to
make sustainable the enterprise value proposal related with the IT resources by a
roadmap identification to implement the IT government and services management
schemes in the enterprise.
2. TRAINING PURPOSES
Explain the life cycle of IT service management using an international framework such
as ITILv3.
Course Competences:
CMGTI5.4: The student uses international reference frameworks for the governance
and management of services and IT assets, achieving the satisfaction of the needs of
internal and external clients of an organization.
3. Course Contents
OVI Resources
Unit 2 - OVI Introduction to ITILv3
Framework
This video presents the ITILv3 reference model
that aims to align the information and
communication technologies - IT of an
organization with its mission, vision and strategic
plan, to provide its IT-supported services to
internal and external clients of the organization
using the management processes described in the
this framework.
Varela, C. (2017) Introduction to ITILv3
Framework [OVI]. Recuperado
de: http://hdl.handle.net/10596/12441
OVI Resources
Unit 3 - OVI (Governance Enterprise IT)
cycle implementation according to COBIT 5
This video presents GEIT (Governance Enterprise
IT) cycle implementation according to COBIT 5
framework, that describes the phases to
implement the governance and management of IT
servicies in an organization.
Varela, C. (2017) GEIT (Governance Enterprise IT)
cycle implementation according to COBIT 5 [OVI].
Recuperado
de: http://hdl.handle.net/10596/12440
Additional bibliographic references for this course:
Devos, J., & Van de Ginste, K. (2015). Towards a Theoretical Gantman, S. s., &
Fedorowicz, J. j. (2016). Communication and control in outsourced IS development
projects: Mapping to COBIT domains. International Journal Of Accounting
Information Systems, 2163-83. Recovered from:
http://bibliotecavirtual.unad.edu.co:2051/login.aspx?direct=true&db=aci&AN=1159
42789&lang=es&site=eds-live
Agutter, C. (2012). ITIL Foundation Essentials : The Exam Facts You Need. Ely,
Cambridgeshire, U.K.: IT Governance Publishing. Recovered
from: http://bibliotecavirtual.unad.edu.co:2051/login.aspx?direct=true&db=e000xw
w&AN=571579&lang=es&site=ehost-live
Jurkscheit J. (2014) An Analysis of the Success Factors in Implementing an ITIL-
based IT Change and Release Management Application: Based on the IBM Change
and Configuration Management Database (CCMDB), Anchor Academic Publishing.
Recovered
from: http://bibliotecavirtual.unad.edu.co:2051/login.aspx?direct=true&db=e000xw
w&AN=773044&lang=es&site=ehost-live
ITIL Core ISO/IEC 20000 Standard Specification (Service Strategy, Service Design,
Service Transition, Service Operation, Continual Service Improvement). Recovered
from: http://www.apmg-
international.com/nmsruntime/saveasdialog.aspx?lID=4587&fileName=ISO_20000_
White_Paper.pdf
Karkoskova, S. x., & Feuerlicht, G. j. (2015). Extending MBI Model using ITIL and
COBIT Processes. Journal Of Systems Integration (1804-2724), 6(4), 29-44.
Recovered from:
http://bibliotecavirtual.unad.edu.co:2051/login.aspx?direct=true&db=aci&AN=1163
40588&lang=es&site=eds-live
4. LEARNING STRATEGY
The activities will be developed using the learning strategy based on case studies,
organized in four phases to be developed in the different environments of the course.
In each of the activities of this course, the following four phases for the development
of the case study will be applied:
.
1. Preparation: The student participates individually in the forums with his / her
comments that contribute to an appropriate planning of the work to be done
from the case study.
2. Case clarification: Each student raises concerns about the case study from his
judicious reflection of the case study. The tutor will feed the student using
asynchronous (forum and email) and synchronous (webconference and teaching
support by skype) ways of communication.
3. Group discussion: Group discussion - The student collaborates with his group
for the development of the work and the group consolidates a final document to
deliver, following the guidelines for each of the activities of the course.
4. Self-assessment: The individual student must carry out a self-assessment of the
work performed. For this you can use the Self-assessment and co-evaluation
format available.
15 and COBIT 5 reference i-) Using the GEIT (Getting Started with
16 framework implementation Governance of Enterprise IT) framework of the
in the organization and COBIT 5 reference framework and involving
integration with the the Management of Services supported on IT
management of services infrastructure according to ITIL v3, design a
supported in IT according strategy of implementation and / or
to the ITILv3 framework. improvement of the IT government in the
Enterprise IT governance organization of the case study identified and
cycle implementation studied in previous activities. ii-) Delivery of
according COBIT 5. the fourth part of the document "Enterprise IT
governance and service management".
Synchronic support:
Asynchronous support:
Use by the tutor of the collaborative work forum to solve doubts, explain topics,
suggest courses of action and guide the work of the group.
Use of the virtual classroom and institutional email to answer questions to
students and send recommendations and guidelines to carry out activities.
Face-to-face support:
Face-to-face attendance of the course tutor to the students in the CEAD, at the
times established in the accompanying agenda published in the virtual
classroom of the course.
Unit 1 -
IT
First delivery of the document
governm
1-2 "Enterprise IT governance and 25
ent under
service management".
COBIT 5
reference
framewor
k.
Intermedi
ate
Unit 1 -
IT Second delivery of the document
3-7 governm "Enterprise IT governance and 140
ent under service management". 350
COBIT 5
reference
framewor
k.
Intermedi Third delivery of the document
8-12 140
ate "Enterprise IT governance and
service management".
Unit 2 -
IT
services
manage
ment
under
ITIL V3
reference
framewor
k
Intermedi
ate
Report delivery of the help desk
Unit 2 - management tool practice according
IT to the guide.
services
13-14 manage Video delivery of the installation and 70
ment use of the help desk management
under tool.
ITIL V3
reference
framewor
k
Final 125
Unit 3 -
Enterpris
e IT Fourth delivery of the document
15-16 governan "Enterprise IT governance and 125
ce and service management".
service
manage
ment
plan.
Total Score 500 500
Points Points