Subject

Technical Support Management

Course Title

Technical Support Management
Technical support management

Code

F23L2W165

Study Programme

Internet, Networks and Security, Information Technology Management

Organizer of the study programme (unit, institute, department or division)

Faculty of Computer Science and Engineering

Degree level (first, second, third cycle)

First Cycle

Academic year / semester

3 / Winter

Number of ECTS credits

Teacher

Anastas Mishov, Sonja Filiposka, Vladimir Zdravesk

Prerequisites for enrolling in the course

A minimum of 18 ECTS credits earned

10.

Objectives of the course programme (competences)

Upon completion of the course, the student is expected to understand the methods and systems for solving IT problems by providing quality technical support.

11.

Course content

Lectures:
1. Introduction to the subject
2. Introduction to ITIL Foundations
3. Implementation of a service value chain
4. 7 Guiding Principles
5. Service practices
6. Organizational structure, teams, and organizational culture
7. Value streams for a new service
8. Value streams for service support
9. FitSM Standard for Service Management. Elements. Application. Examples. Processes. Benefits. Similarities and differences with ITIL.
10. Service Level Agreements. Service Level Management. Types of Service Contracts. Creating SLAs. Measuring SLAs. Tools.
11. TM Forum Standardization. Open Digital Frameworx.
12. Defense of a project assignment

Practical Classes:
1. Familiarization with the activities of the exercises
2. Kanban
3. Kanban tools
4. ticketing
5. Ticketing systems
6. OTRS Basic Functionalities 1
7. OTRS Basic Functionalities 2
8. OTRS ITSM CMDB
9. OTRS Process Management 1
10. OTRS Process Management 2
11. OTRS web services
12. OTRS services & SLA

12.

Learning methods

Lectures supported by slide presentations, interactive lectures, practical classes (using equipment and software packages), teamwork, case studies, guest lecturers, independent preparation and defence of a project assignment and seminar paper, and learning in an electronic environment (forums and consultations).

13.

Total available time

6 ECTS x 30 hours = 180 hours

14.

Distribution of available time

30 + 45 + 15 + 15 + 75 = 180 hours

15.

Forms of teaching activities

15.1.	Lectures - theoretical instruction	30 hours
15.2.	Exercises (laboratory, auditory), seminars, teamwork	45 hours

16.

Other forms of activities

16.1.	Project assignments	15 hours
16.2.	Independent assignments	15 hours
16.3.	Home study	75 hours

17.

Assessment method

17.1.	Tests	10 points
17.2.	Seminar paper / project (presentation: written and oral)	15 points
17.3.	Activities and learning	20 points
17.4.	Final exam	50 points

18.

Grading criteria (points / grade)

up to 50 points	5 (five) (F)
from 51 to 60 points	6 (six) (E)
from 61 to 70 points	7 (seven) (D)
from 71 to 80 points	8 (eight) (C)
from 81 to 90 points	9 (nine) (B)
from 91 to 100 points	10 (ten) (A)

19.

Requirement for obtaining a signature and taking the final exam

None

20.

Language of instruction

Macedonian and English

21.

Method for monitoring the quality of teaching

internal evaluation and survey mechanism

22.

Literature

22.1.	Required literature 1. Mr Scott Tunn \| ITIL4 Foundation Complete certification kit \| Independently published \| 2019 2. TM Forum \| Open Digital Framework \| TM Forum \| 2021 3. ITEMO \| FitSM \| ITEMO \| 2019
22.2.	Additional literature No. Author Title Publisher Year