Information Technology Service Management
Course Syllabus
INSTRUCTOR AND CONTACT INFORMATION
Instructor:
LING Zong (凌棕)
Mr. Zong Ling, Ph. D., is currently a Senior Software Engineer / Scientist in IBM Software Group at
Almaden Research Center, located in the San Francisco Bay Area (Silicon Valley) of Northern California,
USA.
Dr. Ling has been working at IBM for about 20 years, with primary focus on performance evaluation of
data storage products and cloud systems. Dr. Ling engages in customer services globally through
troubleshooting storage performance issues, providing technical training classes, and publishing IBM
white-papers. Dr. Ling has also presented performance tuning topics on IBM's storage products at IBM's
Global e-Business University, Software University, Tivoli Pulse and Tivoli Academy. Dr. Ling's current
interests are in the areas of Big Data Analysis, Cloud Computing Architecture, Service Science, Internet
of Things, and Information Technology Service Management.
As an IBM University ambassador and an evangelist of IBM corporate culture along with many years of
expertise on information technology engineering and services, Dr. Ling has not only provided academic
lectures locally at Stanford University, University of California at Berkeley, and San Jose State
University, but has also taught credited courses overseas and hosted numerous seminars at China's top
universities, including: the University of Science and Technology of China, Nanjing University, Zhejiang
University, Northeast University, Harbin Institute of Technology, Shanghai Jiaotong University, Renmin
University of China, Nankai University, Shandong University, Xi'an Jiaotong University, Zhongshan (Sun
Yat-sen) University, Beijing Jiaotong University, Yunnan University, Beijing Institute of Technology,
Peking University, Tianjin University, Jilin University, Fudan University, Beijing University of
Aeronautics and Astronautics, Huazhong University of Science and Technology, Dalian Institute of
Technology, Beijing Normal University, and etc.
In recognition of his contributions to the community, Dr. Ling has continuously received the US
President's Volunteer Service Award in past 10 years.
Instructor Availability:
other methods.
81909838
preferable using the Course Email, for emergence using phone or
7/31/2017
Page 1 of 12
Instructor Contact Information:
ID
Method
Course Email [email protected]
Personal Email
[email protected]
IBM Email
[email protected]
Linkedin
www.linkedin.com/in/lingzong
Facebook
www.facebook.com/lingzong
Website
software.nju.edu.cn/lingzong
Mobil Phone
13522330283 (CHINA)
1-408-859-6158 (USA)
QQ/WeChat
1493426776
WORDS OF WELCOME
Welcome to the course of Information Technology Service Management!
First of all, I'd like to congratulate you on your decision to take this course! I've been affiliated
with some Information Technology (IT) related classes for years over the world to IBM
professionals, business partners, and key customers. This is a good chance for me to bring
my industry experience to you -- the bright college students, with such a hot topic. I believe
that you have made a wise choice to explore this colorful world and I am excited about the
opportunity I've been given to work with you during the course period. Please use OUR
valuable time together well through this course duration, and ask for more information or for
help when you need. My hope is that ALL of you will pass this course with flying colors!
COURSE DESCRIPTION
Course Prerequisites:
A basic understanding of computer knowledge and information technology from service perspectives is
essential for this course.
Overview of Course:
This course is designed to introduce IT service systems in a variety of enterprise and service industry
settings. The IT history, components, and infrastructures will be reviewed. The hot IT service systems in
the context of the firm, industry, and economy will be discussed. The reading materials and class room
lectures will be integrated with IT service system concepts, operational strategies, practical experience,
and organizational issues. The management of IT service systems will be introduced from the system
architectures and service principles, through the case study, towards the better job preparation for IT
service system design and operation.
81909838
7/31/2017
Page 2 of 12
Course Objectives:
After completing the course, students will be able to:
1.
2.
3.
4.
5.
6.
7.
Grasp "breakthrough" service concepts from the origin and trend of IT industry
Gain an appreciation of the management complexities associated with implementing IT services
Perceive new service development from both product and process perspectives
Understand operations of successful IT service firms as benchmarks for future management practices
Develop a service mindset along with an understanding of "state of the art" IT service management
Become aware of the service opportunities for enhancing competitiveness
Realize the organizational significance of managing the IT services to achieve internal and external
customer satisfaction
8. Extend knowledge scope from Technique to Management and from IT Engineering to Service Science
Methods of Instruction:
 Classroom Lectures
 Homework Assignments
 Final Exam
COURSE OUTLINE
IT Services, as an area of study, is multidisciplinary in nature drawing from the disciplines of management,
information technologies, engineering and science. The strong interest in developing this area is shared among
major industry entities and academia thereby giving it an applied focus. This course will take multiple perspectives
on service science: design, management, delivery, and evaluation. The course describes in a readily
understandable way on how IT Services should be managed. The course covers:








IT Service Management Overview - scanning the research fields of service science, management, and
engineering
IT Infrastructure, and Cloud Computing - reviewing the concepts and histories of computer platforms and
operating systems, network, data storage, and applications; envisioning the trend of software development
Internet of Things, Big Data, Smart Computing/Cities, Cognitive Computing– talking about some hot IT
service topics
IT service strategy, methods, and case study – demonstrating the practical and successful approaches for
IT services
IT Project / Service Management overview – illustrating the IT project linkage between the physical world and
the service fields, in comparing with ITIL
IT Service team building – introducing the mechanisms for building up an effective IT service team
Soft Skills in IT Service Management – discussing the methods for communicating inside and outside of the
IT project/service teams, and the skills for effective negotiation and presentation for the IT services
An introduction to IBM – exhibiting the structure and culture of IBM from the perspectives of IT Service
Management
81909838
7/31/2017
Page 3 of 12
BENEFITS FOR STUDENTS
As the foundation of the training sessions in IT service programs, this course will leverage the students
into a much stronger position in further job market due to the training sessions of doing more than pure
technique, more complex, and higher-valued work. The students will be prepared to provide solutions to
the problems in a wide range of service activities, including information technology, customer service,
technical support, and project/service management. The students completed this course will be trained
simultaneously from business process analysis, career development and organizational behavior to
develop IT service solutions. These should be highly rewarding careers, in terms of both compensation
and job satisfaction.
COURSE MATERIALS
Primary Readings:
For completing this course, the basic requirement of the reading materials is the set of lecture notes
(PowerPoint files, PDF files, Videos, and Word files, about 2 GB in total size) that are available through
the course period.
Supplemental or Optional Books / Readings:
Service Management, Fourth Edition, J.A. Fitzsimmons and M.J. Fitzsimmons, McGraw Hill.
Services Marketing, Valerie Zeithaml, Mary Jo Bitner, and Dwayne Gremler, McGraw-Hill.
Introduction to Operations Research, Hillier and Lieberman
Service modeling, Principles and Applications. Vilho Råisånen, Wiley
Understanding Service Business, S.E. Sampson, Wiley.
Managing Services, Alan Nankervis, Cambridge Press.
Principles of Service Marketing and Management, Christopher Lovelock and Lauren Wright, Prentice Hall.
Blue Ocean Strategy, W. Chan Kim and R. Mauborgne, Harvard Business School Press.
Development as Freedom, A. Sen, Anchor Books.
Websites and Links:
http://www.almaden.ibm.com/asr/SSME/
https://www.ibm.com/developerworks/mydeveloperworks/blogs/ssme
http://researchweb.watson.ibm.com/journal/sj47-1.html
http://service-science.info/
http://service-science.info/archives/1931
http://www.ibm.com/developerworks/cn
http://researchweb.watson.ibm.com/ssme/oxfordworkshop.shtml
http://www.cob.sjsu.edu/ssme/
http://www.epmbook.com/
81909838
7/31/2017
Page 4 of 12
http://w3-3.ibm.com/transform/project/
http://www.pmi.org
http://www.maxwideman.com/pmglossary/index.htm
(Additional) Search for jobs at IBM:
http://www-03.ibm.com/employment/
REQUIREMENTS – ASSIGNMENTS, EXAMINATIONS
Course assignments are listed as below, including required readings and homework questions,
as the extension of classroom lectures. It is always encouraged to take advantage of online
searches since the assignment coverage may be slightly out of the scope of course lectures
and reading materials. Please submit the answers for each question in 200 or less words, to
instructor’s course-email, by EOD (End Of Day, preferable) or before next lectures (optional),
with the subject of student number + full name + assignment index.
Unit 1: Course Introduction; Overview of Service Science, Management, Engineering
Objective:
 To provide an overview of this course
 To illustrate the basic concepts of Service Science, Management, and Engineering
Required reading
ITSM course_syllabus.doc, ITSM Course Introduction.ppt
SSME Overview.ppt, Google as a Service.pdf
Assignments
Please read this Course Syllabus. This is the document you will refer to throughout this course
so please be sure you read it and refer to it often.
Please prepare a brief autobiography and send it to Instructor’s COURSE-Email.
Write the autobiography in the first person (I) with an emphasis on your educational
background, achievements or professional experience, and further expectations, balanced
with personal information that helps create the tone you desire to impress others.
81909838
7/31/2017
Page 5 of 12
Please respond to the following questions.
1) What is ITSM (Information Technology Service Management) based on your online
search results?
2) What is your understanding on the profit chain in IT Industry? And why?
3) Why it’s said Google as a Service?
4) How could you effectively measure the benefits of an IT service from the service-profit
triangle?
Unit 2: IT Infrastructure; Cloud Computing
Objectives:
 To review history, innovation, and concepts of Information Technology
Required Reading
IT Infrastructures.ppt, Cloud Computing.ppt, GTOxxxx.pdf
Web Services.doc, Web Development Technologies.doc, Wireless.doc
Assignments
Please respond to the following questions.
1) What could be major differences between UNIX and Windows? (hint: online searching)
2) What is incremental backup in Data Backup and Recovery management?
3) What may be the pros and cons of SSD (Solis State Disks)?
4) What may be the pros and cons of Cloud Computing?
Unit 3: IT Service Strategy, Approach, and Practice e-Business Case Study
Objectives:
 To describe an IT service strategy: Architecture Thinking
 To exhibit an IT service approach: IBM e-business patterns for system design and
implementation
 To study a practical case: IT service report of IBM e-business at Ford Motor
Required Reading
Architecture Thinking.ppt, Patterns for e-Business Service.ppt
Applying Patterns.ppt, IBM e-Business at Ford Motor.ppt
81909838
7/31/2017
Page 6 of 12
Assignments
Please respond to the following questions.
1) What should be the job responsibility of an IT Architect?
2) To apply the patterns for e-Business, what would be the key steps to integrate
business architecture and IT architecture?
3) Among those e-Business patterns, which one may be more helpful to enhance
customer satisfaction? And why?
4) What are the key factors for the success of IBM’s IT services in Ford Motor?
Unit 4: The Internet of Things and Big Data Basics
Objectives:
 To discuss Big Data concepts, processes, and sources
Required Reading
Big Data Basices.ppt, The Internet of Things.ppt
Assignments
Please respond to the following questions.
1) What are the major limitations when applying RFID technology?
2) What is Cognitive IoT?
3) What techniques are critical to Big Data analytics?
4) What would be the challenges that Big Data brings to software developers?
Unit 5: Smart Computing/Cities; IBM Bluemix
Objectives:
 To examine the scenarios of Smart Computing and Smart Cities
 To explore IBM Bluemix and demos
Required Reading
Smart Computing.ppt, Smart City.ppt, IBM Bluemix Overview.ppt, MP4 Videos
Assignments
Please respond to the following questions.
 Why do we need Smart Computing now?
81909838
7/31/2017
Page 7 of 12
 Why IBM brings Smart Planet to this world?
 What could be the key factors to successfully implement Smart Cities?
 Have you practiced IBM Bluemix? What’re your experience and comments?
Unit 6: IBM Watson, Cognitive Computing
Objectives:
 To discuss the new era of computing world – Cognitive Computing with IBM Watson
Required Reading
IBM Watson.ppt, CognitiveComputing.ppt,
Assignments
Please respond to the following questions.
1)
2)
3)
4)
What may be the pros and cons of IBM Watson?
Why and how we will need Cognitive Computing?
What are the key features of IBM Watson Software?
Why large enterprises may need the power of IBM Watson?
Unit 7: IT Project Management; IT Infrastructure Library
Objectives:
 To bridge IT service management and IT project management
 To examine the principle of IT service processes: IT Infrastructure Library (ITIL)
Required Reading
ITIL.ppt, IT Project Management.ppt, Planning Estimating Resourcing.ppt,
Change Management.ppt, Quality Issue Risk Management.ppt, Communication.ppt
Assignments
Please respond to the following questions.
1) What are the different focuses between IT project management and IT service
management?
2) What are the differences between service support and service delivery in ITIL?
81909838
7/31/2017
Page 8 of 12
3) What may be the relationship between problem management and incident
management?
4) What is the relationship between ITIL (IT Infrastructure Library) and ITSM (IT Services
Management)?
Unit 8: Team Building and Emotion Management in IT Services
Objectives:
 To build up the effective IT service teams
 To scrutinize the practical approaches for emotion management
Required Reading
Team Building.ppt, Build Your Confidence.ppt, Emotion Management.ppt
Assignments
Please respond to the following questions.
1) How do you plan to build good team spirit in a small IT service organization?
2) What is your opinion on the "good guy" and "bad guy" roles of an IT project manager?
3) How would you handle the emotional situation that you made a presentation at work
and received a significant amount of critical feedback, much of it negative?
4) How would you prefer handle conflicts in a small team with stronger technical
backgrounds?
Unit 9: Soft Skills in IT Service Management
Objectives:
 To explore the soft skills in IT services: presentation strategies, negotiation skills and
job interview insights
Required Reading
Negotiation Skills.ppt, Presentation Strategies.ppt, Job Interview Insights.ppt
Assignments
Please respond to the following questions.
 How could you mitigate the anxiousness prior to a public speech?
 What strategies you can utilize on negotiating the price of an IT service?
 What specific strategies you may use during job-interview in a career service?
81909838
7/31/2017
Page 9 of 12
 What are long-term goals for your career development? And what soft skills you may
need to reach the goals?
Unit 10: An introduction to IBM from the perspectives of IT Service Management
Objectives:
 To introduce the organization, the employees, and the culture of IBM
 To wrap up the course contents
Required Reading
[email protected], IBM_Centennial_WSJ.pdf, Course Summary.ppt
Assignments
Please respond to the following questions.
1) What could be the key factors for IBM to retain good employees?
2) What may be the pros and cons of IBM Corporate Culture?
Comprehensively review the course materials, and be ready for the examination.
Post-Examination
Please summarize a final report on what you have individually experienced over this course.
Hints: You may review this course syllabus again and start to answer the questions from, but
not be limited by, the follows,
 Before and after this course period, what could be the difference to your
understanding on the IT Service Management?
 What is the most impressive issue which brought your attention over this course period?
 What could be the major challenge(s) in your future career development? And
which pieces of information in this course might provide help to you?
 What else you might want to say to the instructor?
Final Examinations:
At the end of this course, we will have an examination, which will take about 2 hours for you
to answer 50 questions from multiple-choice (4) solutions.
It will be an exam in close-book.
81909838
7/31/2017
Page 10 of 12
POLICIES
Classroom Decorum:


No eating
Turn off cell phones
Academic Integrity and Student Conduct:



Students are responsible for acting with academic integrity and with academic honesty. It is up to every student
to ensure that all academic work reflects his/her own ideas or properly attributes the ideas to the original
sources. These are some basic expectations of students with regards to academic integrity:
o Any work submitted should be your own, and should not have been submitted for credit in another
course unless you have prior written permission to re-use it in this course from this instructor.
o All assignments must use "proper attribution," meaning that you have identified the original source and
extent or words or ideas that you reproduce or use in your assignment. This includes drafts and
homework assignments!
o If you are unclear about expectations, ask the instructor.
o Do not collaborate or work with others on assignments or projects unless you have been given
permission or instruction to do so.
Permissible and Impermissible Collaborations: Examples are below which can be adapted as needed:
o Cheating (examples):
 OK: Studying together for preparing the examination.
 OK: Listening to lectures with another student.
 Not OK: Working together simultaneously with another student when doing the homework
 Not OK: Discussing the answers to the questions while taking an exam.
 Not OK: Obtaining the questions and answers to an exam from a student who took the exam
previously.
 Not OK: Using electronic devices, the internet, or texting questions to another person to obtain
answers to exam questions.
 Not OK; Writing notes on your hand or in your blank blue book prior to the exam.
o Plagiarism (examples):
 OK: Researching the web or Googling a topic for a written assignment or discussion.
 Not OK: Copying or paraphrasing text from a website without citing the source.
o Furnishing false information (examples):
 OK: Discussing the question or assignment topic with other students.
 Not OK: Writing a piece together and submitting the same or slightly paraphrased text.
Potential consequences of code violation academic misconduct: Examples are below which can be adapted as
needed:
o Resubmit assignments
o Retake exam
o Receive reduced credit, grade, or zero on assignment or exam
o Receive reduced final grade or failing grade for the course
Interrupted exams (e.g. fire alarms):
The exam will be re-taken if an exam gets unexpectedly interrupted.
GRADING AND EVALUATION PROCEDURES
Grade Breakdown and Weighting by Category:
The student’s cumulative grade is based on the following criteria:
81909838
Homework (5 x 10)
Final Exam (1 x 50)
50%
50%
Total
100%
7/31/2017
Page 11 of 12
SCHEDULE
Tentative Calendar
Time \ Day Periods
1
1
2
3
Morning
2
3
Unit
2
Unit
3
4
5
6
7
8
9
10
Unit
9
Unit
10
11
4
5
6
Unit
4/5
7
Afternoon
Evening
8
9
10
11
12
13
14
Unit
6
Exam
14:30-16:30
Unit
4
Unit
1
Unit
7
Unit
8
Date
3/7
3/8
3 / 9 3 / 10 3 / 11 3 / 12 3 / 13 3 / 14 3 / 15 3 / 16
Weekday
Mon
Tue
Wed
Thu
Fri
Sat
Sun
Mon
Tue
Wed
3 / 17
Thu
If you have questions about the information contained in this syllabus, or about other aspects
of the course, please do not hesitate to ask!
81909838
7/31/2017
Page 12 of 12