Northampton Business School - bcs.org€¦ · Giving exemptions for ITIL qualifications. ... •...
24
Northampton Business School BCS March 7th 2013
Transcript of Northampton Business School - bcs.org€¦ · Giving exemptions for ITIL qualifications. ... •...
Northampton Business School
BCS March 7th 2013
By Susan Bailey Cert Ed. MSc CITP Chartered Fellow BCS
Principal Lecturer & Field Chair IS University of Northampton (UoN) .
Member itSMF ; Vice Chairman of the itSMF Special Interest Group (SIG)
on Education; Member Skills Framework for the Information Age (SFIA) Council
SFIA® Accredited Consultant Prince2® Practitioner
Member of Northamptonshire Branch of BCS Chartered Institute of IT
Welcome
What is the constant? Change... so saysHeraclitus of Ephesus c.535 BC - 475 BC
Technology Evolvement of IT in the
workplace
Service Management
Practices ROLE OF UNIVERSITIES
Jobs Cultures
Key drivers for the University of Northampton and IT Service Management
• Internationalisation – International students ready to work in a global environment.
• Employability – For our students teaching them Industry Standards and Frameworks underpinned by an internationally recognised skills framework SFIA®. Giving exemptions for ITIL qualifications.
– Recent partnership with ILX® has enabled us to offer distance learning courses on ITIL®, Prince2® , an overview of IS020000 and a simulation experience in Service Management whilst studying for their ITSM degree.
• Entrepreneurship -The University of Northampton built upon a culture of entrepreneurship and social enterprise. Access to our Enterprise Club and Portfolio Innovation Centre
BCS March 7th 2013
IT Service Management Courses @UON
• Post Graduate – MSc IT Service Management - Taught or Distant
learning – PG Certificate in IT Service Management - Taught
or Distant learning • Undergraduate
– University Diploma in IT Service Management - Taught
– Service Management embedded into 2nd year of BSc of Business Computing- Taught
BCS March 7th 2013
BCS March 7th 2013
Global Graduates
Graduates have worked with or found jobs with: BT, BBC, European Central Bank, HBOS, National Audit Office, Ministry of Defence, Prudential, UK Universities, Roche, Serco, Ministry of
Justice, NHS, National Police Forces, Red Cross, UK Councils, The United
Nations, Hewlett Packard, IBM, Nationwide, and
Microsoft.
Where are the Masters of ITSM from
The University Of Northampton?
We will here about some of them…..
Student project - Subhabrata
• Poster on – Benefits of a Quality Service Desk – \\Danube\user3\sjbaile\Conference\Subhabrata
Dey_Assignment 3_Poster Presentation.pdf
– Subhahabra is rolling out ITIL processes in a UK large university
BCS March 7th 2013
Student dissertation - Alpha
BCS March 7th 2013
The role of ITIL in education management Information Systems (EMIS) The case of the Gambian Ministry of Education
Alpha’s role is now Systems Analyst for Planning Policy Analysis & Budgeting Directorate Ministry of Basic and Secondary Education in The Gambia West Africa
Prize winning students at our ITSM conference
Sabah Dada The Chartered Institute for IT (BCS) Best Student
Tim Bradley BCS Most Promising
Daniel Tew IS Team award for Best student
Samuel Imhanwa The Marval (Kettering) Award for best ITSM student
Why is SFIA important to UoN• Gained industry-wide recognition and support from :
BCS - Chartered Institute of IT, IET, IMIS, Intellect, OGC, itSMF and the DTI with partners across the world.
• Its become global and has been translated into Japanese, Chinese and Latin American Spanish.
• Allows employers to measure the skills they have against the skills they need and identify skill gaps
• Quantifies the skills of the IT labour market across the world
• SFIAplus model clarifies skills
• Regularly reviewed and updated to reflect current industry needs
• Latest release SFIAv5 December 11
SFIA® Quantifies the skills of the IT labour market across the world ?
So how can this be applied within universities?:
•Universities provide global education
•Curriculum design continually evolves
•Students pay more for their education
•So…they need to be given the skills that will make them global players when they leave university
•SFIA® is a natural choice to use when designing courses andmodules. Practical , transferable skills can embedded into the assessments then applied practically and measured.
Embedding Service Management into the curriculum
Service Design SFIAv5Capacity management (CPMG)
The management of the capability, functionality and sustainability of service components (including hardware, software and network) to meet current
and forecast needs in a cost effective manner. This includes dealing with both long-term changes and short-term variations in the level of demand, and
deployment, where appropriate, of techniques to modify demand for a particular resource or service.
Availability management (AVMT) The definition, analysis, planning, measurement and improvement of all aspects of the availability of IT services, including the availability of power. The overall control and management of service availability to ensure that the level of service delivered in all services is matched to or exceeds the current and future agreed needs of the business, in a cost effective manner.
Service level management (SLMO) The planning, implementation, control, review and audit of service provision, to
meet customer business requirements. This includes negotiation, implementation and monitoring of service level agreements, and the ongoing management of operational facilities to provide the agreed levels of service,
seeking continually and proactively to improve service delivery and sustainability targets.
Source SFIA website sfia.org.uk
Code: SLMO Service level management
Overall description The planning, implementation, control, review and audit of service provision, to meet customer business requirements. This includes negotiation, implementation and monitoring of service level agreements, and the ongoing management of operational facilities to provide the agreed levels of service, seeking continually and proactively to improve service delivery and sustainability targets.
Source SFIA website sfia.org.uk
Level 2 Assist and 3 Apply
• Level 2 description • Monitors and logs the actual service • provided, compared to that required • by service level agreements.
• Level 3 description • Monitors service delivery performance metrics and liaises with
managers and customers to ensure that service level agreements are not breached without the stakeholders being given the opportunity of planning for a deterioration in service.
Can you get ahead with a Masters Degree in IT Service Management?
– Certainly students need to “hit the road running”for the chance of better jobs, greater opportunities, personal development
MSc Module Content and Facts
• Implementing Service Management • Information Systems Development • Project and Change Management • Quality and IT Service Provision • Strategic information Systems and Quality Management • Knowledge, Asset, Access and Event Management • Research Dissertation • 180 credits over 2-3 years Current cost £750 per 20 credits • Exemption for ITIL qualifications • MSc ITSM students so far = 300 +
BCS March 7th 2013
Not just the Change Process
but the Theory of Change
Not just Service
Strategy but the need for
Strategic Alignment to the Business
Not just Projects but
Management of Projects
Not just Continual Service
Improvement but underpinning
Quality Considerations
Opportunities to think, research and challenge
Industry aware & qualified staff and
graduates
What does academia bring
to Service Management?
Themes to build on
• Writing articles for ServiceTALK so that students’ findings get a more public airing
• Bringing another dimension – not “pushing out” training providers, rather working
together continuing to work with accreditation bodies and itSMF to recognise and credit for ITIL ® qualifications at PGCert and MSc and Prince2® and PG level .
• Taking on students with ITIL® Quaifications and experience, but not necessarily a 1st degree so that they have the opportunity to obtain a master’s degree as they mature.
BCS March 7th 2013
Do I qualify – Some questions
• I missed out on a college education but I have practical experience in ICT
• Would like a degree, but no time
• I feel I am too old
• Is it expensive
• Is an MSc as good as having an ITIL certificate
Any Questions
Connect with us
www.facebook.com/nbsuninorthants
www.twitter.com/nbsuninorthants
www.linkedin.com/in/nbsuninorthants
www.northampton.ac.uk
T 0800 358 2232 E [email protected] [email protected]
BCS March 7th 2013
University of Northampton- Business Computing Courses and MSc IT Service Management :
[email protected] http://www.northampton.ac.uk/info/200188/subject-areas/545/information-sciences-and-business-computing
SFIA : http://www.sfia.org.uk/ itSMF http://www.itsmf.co.uk/ SFIA Pocket book http://www.itsmf.co.uk/Shop/Products/SFIAAPocketOverview.aspx
References
BCS March 7th 2013
