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IT Service Management

Systems Management

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Course Outcome

Acquire IT Service Management Skills
Learn how to align IT Services with business using ITIL best practices
Training

Get Trained

Acquire Information Technology Infrastructure Library (ITIL) conceptual knowledge along with the underlying principles, models, strategy & processes; apply ITIL skills to make continual service improvement in IT service industry
Training

Get Experiential

As a part of module project learner shall be able to prepare and implement service strategy, design service improvements and negotiate service level agreements, in a simulated environment with the guidance of experienced tutors. Learner shall also prepare relevant technical and user documentation related to the project.
Training

Get Certified

After successfully completing the course:

  • Students can get Lithan’s certificate: IT Service Management
  • Learners are eligible to appear for ITIL V3 foundation Certification exams    

How You Learn

How You Learn?

Learning Course & Duration
When you enrol, you will commit to the following learning hours.

Learning Duration (GLH*) - 60.5 Hours

On Campus Hours
15.5 hours
Off Campus Hours
45 hours

Course Duration with Study Options

Full Time

1 week

5 hrs a day (6 days/week)

Part Time

1 month

3 hrs a day (3 days/week)

*GLH: Guided Learning Hours

Course Structure

Course Structure

IT Service Management

The objective of this module is to provide knowledge on ITIL terminology, structure, basic concepts and skills in implementing best practices in IT service management.

 

This module is part of the Qualification Course Professional Diploma in System Services. This module can be offered as part of the above Qualification or independently as Modular Course.

 

Learner will understand the ITIL approach and IT service management concepts. Learner will learn how IT resources should be organized to deliver business value, how to document processes, functions and roles of IT Service Management (ITSM). 

 

This module contains 12 instructional units and is delivered in blended mode. The learning journey is described in the session plan.

 

The learner shall perform e-learning and lab exercises for each of the Instructional Units with online support from the Tutors. Subsequently, the learner shall perform a modular project with the guidance of an Industry expert who plays the role of Project Tutor.

Course Modules :

Outline Outline Schedule Schedule

ISM(M) - IT Service Management

Outline
Schedule
Module Name

IT Service Management

Session Outline Activities

Session 1: Orientation - Live (3 hrs)

The student has to attend a Live Orientation Session conducted at LA campus or go through a recording of the Orientation Session.

After session:The Student will engage in e-learning to LEARN IU1 & IU2  (off campus - 3 hrs)

  • IU1: Service Lifecycle
  • IU2: Service Management as a Practice

The Student should complete self-assessments

Student can approach Online Support for any queries or guidance

Session 2: Assignment – on / off campus (3 hrs)

The Student will PERFORM activities related to IU1 & IU2   in Server Lab environment 

Session 3: Assignment– on / off campus (3 hrs)

The Student will PERFORM activities related to IU3 & IU4 in Server Lab environment:

  • IU3: Key Principles, Models and Concepts
  • IU4: Life Cycle Phases

Before session:The Student will engage in e-learning to LEARN  IU3 & IU4 (off campus - 3 hrs)

The Student should complete self-assessments

Student can approach Online Support for any queries or guidance

Session 4: Assignment– on / off campus (3 hrs)

The Student will PERFORM activities related to IU5 & IU6 in Server Lab environment:

  • IU5: Life Cycle Processes
  • IU6: Service Strategy

 

Before session:The Student will engage in e-learning to LEARN IU5 & IU6 (off campus - 3 hrs)

The Student should complete self-assessments

Student can approach Online Support for any queries or guidance

Session 5: Assignment– on / off campus (3 hrs)

The Student will PERFORM activities related to IU9 & IU10  in Server Lab environment:

  • IU7: Service Design
  • IU8: Service Transition

 

Before session:The Student will engage in e-learning to LEARN IU7 & IU8  (off campus - 3 hrs)

The Student should complete self-assessments

Student can approach Online Support for any queries or guidance

Session 6: Assignment– on / off campus (3 hrs)

The Student will PERFORM activities related to IU9 & IU10 in Server Lab environment:

  • IU9: Service Operation
  • IU10: Continual Service Improvement

 

Before session:The Student will engage in e-learning to LEARN IU9 & IU10 (off campus - 3 hrs)

The Student should complete self-assessments

Student can approach Online Support for any queries or guidance

Session 7: Assignment– on / off campus (3 hrs)

The Student will PERFORM activities related to IU11 & IU12 in Server Lab environment:

  • IU11: Integration of 5 Core Phases
  • IU12: Service Management Functions

Before session:The Student will engage in e-learning to LEARN IU13 - IU15 (off campus - 3 hrs)

The Student should complete self-assessments

Student can approach Online Support for any queries or guidance

Session 8: Tutoring - Live (3 hrs)

Tutor  will conduct a project orientation and explain the project brief, guidelines and expectations. 

Session 9: Tutoring - Live (3 hrs)

  • Student should present the project up to milestone 1  and seek tutor’s feedback.
  • Student can seek support & guidance for the milestone 2  of the project
  • Tutor will provide necessary feedback & guidance

Before session:

  • Student will be given a project brief  which comprises few task in server environment
  • Student should complete the task up to the milestone 1 (on / off campus - 3 hrs)
  • Student can seek online support if needed

Session 10: Tutoring - Live (3 hrs)

  • Student should present the project up to milestone 2 and seek tutor’s feedback.
  • Student can seek support & guidance for the milestone 3  of the project
  • Tutor will provide necessary feedback & guidance

Before session:

  • Student will be given a project brief  which comprises few task in server environment
  • Student should complete the task up to the milestone 2 (on / off campus - 3 hrs)
  • Student can seek online support if needed

Session 11: Tutoring - Live (3 hrs)

  • Student should present the project up to milestone 3 and seek tutor’s feedback.
  • Student can seek support & guidance for the milestone 4  of the project
  • Tutor will provide necessary feedback & guidance

Before session:

  • Student will be given a project brief  which comprises few task in server environment
  • Student should complete the task up to the milestone 3 (on / off campus - 3 hrs)
  • Student can seek online support if needed

Session 12: Project Implementation – on / Off Campus (3 hrs)

Module Project – Implementation –

  • Student should complete the task up to the milestone 2
  • Student can seek online support if needed

Session 13: Summative Assessment (30 mins)

Assessor will review and provide feedback

During session: The Student should summarise the project output and answer questions posed by the Assessor

Module Name

IT Service Management

By end of this module, the learner should be able to gain the following knowledge:

  • Explain service lifecycle
  • Describe key principles and models of IT Infrastructure Library
  • List selected processes/roles/functions of IT service management
  • Explain Technology and Architecture needed for IT service management
  • Process of service strategy 

By end of this module the learner should be able to apply the following skills:

  • Determine systems maintenance procedures based on industry’s best practices and service-level agreements.
  • Identify resources to provide equipment and software maintenance based on industry’s best practices and service-level agreements.
  • Implement maintenance procedures based on industry’s best practices and service-level agreements.
  • Revise maintenance procedures by continuous monitoring of service levels.

Who Should Attend

Ideal Candidates

Entry requirements

Learner's Profile : Entrants, Early and Mid-Career Professionals

 

Educational Qualification: PASS in SPM with 3 credits inclusive of Mathematics (OR) PASS in STPM with one principal in any subject AND credit in Maths at SPM

 

Language Proficiency: IELTS 5.0 or its equivalent

Who Should Attend

  • Persona

    Higher Learning Students who want to gain IT Service Management functions and Service life cycle phases skills

  • Persona

    Higher Learning Students who want to gain IT Service Management functions and Service life cycle phases skills

Advance Your Career

Advance Your Career

Programme Options 

Career

Train only Programme

Acquire basic knowledge in ITIL framework and its use to enhance the quality of IT service management within an organization by enrolling to this modular course. After the completion of this course acquire deeper system management skills by enrolling into Professional Diploma in System Support

Grad Requirements

Graduation Requirements

To graduate from this module, the learner should have completed the following:

  • Minimum attendance of 75% for all sessions in the modular course
  • Should be assessed Competent (C) in the modular course

Certificates

Certificates

Following certifications will be awarded to the learner upon meeting graduation requirements

  1. Lithan Academy Certificate in IT Service Management

Course Fees & Funding

Course Fees & Funding
(All fees stated below, are in MYR)

For Self-sponsored Individuals

Category of Individuals
Type Other Residence Age >= 17
Course Fee 3000
Less: SkillsFuture Funding 0
Government Grant 0
Course Fee after SkillsFuture Funding 3000
Add: GST (7%) 0
Course Fee after GST 3000
Add: Fee Protection Scheme (inclusive of GST) 0
Processing Fee with GST 0
Total Fee Payable to Lithan 3000

For Self-sponsored Individuals

Category of Individuals
Other Residence Age >= 17
Course Fee 3000
Less: SkillsFuture Funding 0
Government Grant 0
Course Fee after SkillsFuture Funding 3000
Add: GST (7%) 0
Course Fee after GST 3000
Add: Fee Protection Scheme (inclusive of GST) 0
Processing Fee with GST 0
Total Fee Payable to Lithan 3000

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