1. Management of IT Environment (1)Karol Furdík (http://web.tuke.sk/fei-cit/furdik/) LS 2012/13 1 Management of IT Environment (1) Riadenie IT prostredia Karol Furdík, Martin Sarnovský Department of Cybernetics and AI, FEI TU Košice Introductory lesson

2. Management of IT Environment (1)Karol Furdík (http://web.tuke.sk/fei-cit/furdik/) LS 2012/13 2 Basic information on the subject Scope: lessons / exercises / project task - assignment Teaching: Ing. Martin Sarnovský, PhD., martin.sarnovsky@tuke.sk, http://web.tuke.sk/fei-cit/sarnovsky/ Ing. Karol Furdík, PhD., karol.furdik@tuke.sk, http://web.tuke.sk/fei-cit/furdik/ Credit: Max. 40 p. 5 p. process model of an ITSM/ITIL process 10 p. written exam - test 25 p. assignment – essay (5-10 pages) on a topic of ITIL books, case study, software app. + presentations, references to literature, background materials,......in weeks 3 / 9 / 11

3. Management of IT Environment (1)Karol Furdík (http://web.tuke.sk/fei-cit/furdik/) LS 2012/13 3 Schedule of lessons & exercises – HI (SK) Basic schedule: http://web.tuke.sk/fei-cit/sarnovsky/RIP/

4. Management of IT Environment (1)Karol Furdík (http://web.tuke.sk/fei-cit/furdik/) LS 2012/13 4 Schedule of lessons & exercises – AI (EN) Basic schedule: http://web.tuke.sk/fei-cit/sarnovsky/RIP/ lesson :: exercise 1. (15.2.) Introductory lesson [KF] 2. (22.2.) Intro to ITIL and ITSM :: Business process modeling [MS] 3. (1.3.) Standardization in IT environment :: Business process modeling [KF] 4. (8.3.) ITIL: Service Strategy :: Intro to OTRS [MS] 5. (15.3.) ITIL: Service Design :: OTRS – service catalog [KF] 6. (22.3.) ITIL: Service Transition :: OTRS – service catalog [KF] (29.3.) - 7. (5.4.) ITIL: Service Operation :: Configuration management [MS] 8. (12.4.) Service Desk :: Incident & Problem management [MS] 9. (19.4.) ITIL: Continuous Service Improvement :: written exam - test [KF] 10. (26.4.) Measuring and improving IT processes :: work on assignments [KF] 11. (3.5.) Security of IT services, IT Governance :: assignments submission [MS]

5. Management of IT Environment (1)Karol Furdík (http://web.tuke.sk/fei-cit/furdik/) LS 2012/13 5 Learning materials (1) Lecture notes: http://web.tuke.sk/fei-cit/sarnovsky/RiadenieITProstredia/RIP.htm Contents: ITIL & ITSM Model Intro: History of ITIL, characteristics, features, ITIL V2 vs. ITIL V3,... Service Strategy Service Design Service Transition Service Operation Continual Service Improvement Standardization in IT Environment

6. Management of IT Environment (1)Karol Furdík (http://web.tuke.sk/fei-cit/furdik/) LS 2012/13 6 Learning materials (2) TSEA portal, http://www.tsea.sk Instructions: To create (refresh?) an account follow the published resources – materials for lessons / exercises, discussions,... a questionnaire, evaluation of the subject – cca in 10-12 week? Other resources: lessons (PPT/PDF), link at http://web.tuke.sk/fei-cit/sarnovsky/RIP/ IT Service Management, www.itsm.sk itSMF SK, www.itsmf.sk...

7. Management of IT Environment (1)Karol Furdík (http://web.tuke.sk/fei-cit/furdik/) LS 2012/13 7 Questions?