Technical support management

1.

Subject title

Technical support management

Управување со техничка поддршка

2.

Code

F23L2W165

3.

Study program

Интернет, мрежи и безбедност, Примена на информациски технологии, Софтверско инженерство и информациски системи, Компјутерски науки, Компјутерско инженерство, Software engineering and information systems, Примена на информациски технологии, Софтверско инженерство и информациски системи, Компјутерски науки, Компјутерско инженерство, Информатичка едукација, Software engineering and information systems, Интернет, мрежи и безбедност, Стручни студии за програмирање, Стручни студии за програмирање, IT management,

4.

Organizer of the study program (unit, institute, department, division)

Faculty of Information Sciences and Computer Engineering

5.

Study cycle (first, second, third)

Прв циклус

6.

Academic year / semester

2 / Зимски

7. Number of ECTS credits

6.0

8.

Instructor

проф. д-р Анастас Мишев проф. д-р Соња Филипоска ворн. проф. д-р Владимир Здравески

9.

Prerequisites for enrollment

Освоени најмалку 18 ЕКТС

10.

Subject goals and competencies:

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

11.

Subject content:

Lectures: 1. Getting to know the subject 2. Introduction to ITIL Foundations 3. Implementation of a chain to ensure the value of the service 4. 7 guiding principles 5. service practices 6. organization structure, teams and organizational culture 7. value streams for a new service 8. value streams for service support 9. FitSM service management standard. Elements. Application. Examples. Processes. Benefits. Similarities and differences with ITIL. 10. Service Level Agreements. Service Level Management. Types of service contracts. Creating an SLA. Measuring SLAs. Tools. 11. TM Forum Standardization. Open Digital Frameworks. 12. defense of a project assignment Exercises: 1. familiarization with the activities of 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:

Предавања поддржани со презентации преку слајдови, интерактивни предавања, вежби (користење на опрема и софтверски пакети), тимска работа, пример случаи, поканети гости предавачи, самостојна изработка и одбрана на проектна задача и семинарска работа, учење во електронско опкружување (форуми, консултации).

13.

Total available time fund

6.0 ECTS x 30 hours = 180 hours

14.

Time distribution

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

15.

Forms of teaching activities

15.1.

Lectures - theoretical teaching

30 hours

15.2.

Exercises (laboratory, classroom), seminars, team work

45 hours

16.

Other forms of activities

16.1.

Project tasks

15 hours

16.2.

Independent tasks

15 hours

16.3.

Homework

75 hours

17.

Grading method

17.1.

Tests

10 points

17.2.

Seminar work / 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.

Condition for signature and taking final exam

нема

20.

Language of instruction

македонски и англиски

21.

Quality assurance method

механизам на интерна евалуација и анкети

22.

Literature

22.1.

Mandatory literature

22.2.

Additional literature