Northampton Business School

Transcription

1 Northampton Business School BCS March 7th 2013

2 Welcome 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

3 What is the constant? Change... so says Heraclitus of Ephesus c.535 BC BC Technology Service Management Practices Jobs Evolvement of IT in the workplace ROLE OF UNIVERSITIES Cultures

4 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 IS 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

5 IT Service Management 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 2 nd year of BSc of Business Computing- Taught BCS March 7th 2013

6 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. BCS March 7th 2013

7 Where are the Masters of ITSM from The University Of Northampton? We will here about some of them..

8 Poster on Student project - Subhabrata 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

9 Student dissertation - Alpha 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 BCS March 7th 2013

10 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

11 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

12 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 and modules. Practical, transferable skills can embedded into the assessments then applied practically and measured.

13 Embedding Service Management into the curriculum

14 Service Design SFIAv5 Capacity 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 Source to improve SFIA website service sfia.org.uk delivery and sustainability targets.

15 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

16 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.

17 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

18 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 = BCS March 7th 2013

19 Not just Projects but Management of Projects Opportunities to think, research and challenge Not just the Change Process but the Theory of Change Not just Continual Service Improvement but underpinning Quality Considerations What does academia bring to Service Management? Not just Service Strategy but the need for Strategic Alignment to the Business Industry aware & qualified staff and graduates

20 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 1 st degree so that they have the opportunity to obtain a master s degree as they mature. BCS March 7th 2013

21 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

22 Any Questions

23 Connect with us T E study@northampton.ac.u k BCS March 7th uk susan.bailey@northampton.ac.uk

24 References University of Northampton- Business Computing Courses and MSc IT Service Management : susan.bailey@northampton.ac.uk information-sciences-and-business-computing SFIA : itsmf SFIA Pocket book BCS March 7th 2013