MoTEVT-HPE Computer Networks Engineering Technology

LEARNING MODULE SPECIFICATION

Module title: EXPLAIN THE ITSM TACTICAL PROCESS

Module code: BNT035

Date of last update: 31 July 2007

Level: Bachelor Level

Credit: 4 credits

Access statement: The pre-requisite for this module is BNT035 ITIL2.

This module forms part of the mandatory modules for the

Bachelor programme in ICT.

Module introduction: This module covers the tactical processes of IT Service

Management. This is the second in a series of ITSM
modules.
The module emphasizes the need for a structured approach
of ITSM for CNET engineers. The module offers global
insight in the tactical processes of ITSM: availability
management, continuity management, capacity
management, financial management, service level
management and security management.

Learning outcome: BNT035.1 Describe the tactical ITSM processes

BNT035.2 Deliver a comprehensive advice how to
implement the tactical processes of ITIL in a given
organization.

BNT035: EXPLAIN THE ITSM TACTICAL PROCESS page 1 out of 14 pages

What you need to produce (evidence requirements)

Prepare a portfolio containing

 Written advice report in which the information from the given organization is
used to describe how to implement itil in this organization.
 Evidence of passing at least 2 out of 4 tests given during the course.
 Evidence of the structure of a ITSM tool to support the ITSML processes.
 An allternative is offered in case the evidence required would create problems
because of disabilities or for other valid resaons in line withe the HPE equal
opportunities policy . For Example: In case of lacking for one of the tools we
could do some test, or other activites to cover the missing of one of the points
in ITSM.


Two presentations in which the need for ITSM and the implementation of ITSML is
presented.

1) All written, flat surface visual materials and reports are to be computer generated,
unless otherwise stated for reasons of authenticity.
2) If producing certain types of evidence creates difficulties through disability or for any
other valid reason, other ways to show competence or achievement may be used. The
tutor or programme leader should be contacted for further information.

BNT035: EXPLAIN THE ITSM TACTICAL PROCESS page 2 out of 14 pages

Module title: EXPLAIN THE OPERATIONAL OF ITSM PROCESS

Learning outcome: BNT035.1 Describe the tactical ITSM processes

What you need to do (performance requirements):

Acquire knowledge on the tactical ITSM processes.
Give presentation to the customer about ITSM and how ITSM can be applied to his
organization.
Describe the tactical ITSM processes in the context of a given case.
Provide suitable materials and facilities to assist learners in identifying their current needs
Explain to learners the purpose of the meeting /session
Give feedback in a positive,non-discriminatory and encourging way .
Collect data on learners’ current level of copetence and achievment
Prepare for diagnostic session with learners .

What you need to know (underpinning knowledge requirements):

Introduction in the field of IT service management;
Gaining knowledge of the ITSM methodology.
The student knows how the quality of IT services can be described and improved;
Knowledge is required in comprehensive and understanding component nescessary to
become competent as a teacher .
How to prepare fr a diagnostic meeting/session with learners
How to indentify ,select and use materials appropriate for needs assessment.

BNT035: EXPLAIN THE ITSM TACTICAL PROCESS page 3 out of 14 pages

SUPPORT NOTES
This part of the module specification is offered as guidance.

Purpose statement
The aim of this part of the module is to equip student with the necessary knowledge to
prepare a thorough advice in the field of IT Service Management for the customer (the
manager) in a given case description.

Notional design length

HPE allocates a notional design length to a module on the basis of time estimated for
achievement of the stated standards by a learner whose starting point is described in the
access statement. The notional design length of this module is 56 hours. The notional
design length to cover learning outcome BNT035.1 is 28 hours. The notional design
length for programme design and timetabling is advisory only.

Content
Acquire knowledge
Acquire knowledge from study books, lectures and the Internet about the theoretical processes of
ITSM. The knowledge will be tested in small tests.

Give presentation to the customer about ITSM and how ITSM can be applied to his
organization.
Presentation for In week 4 a presentation of minimal 12 and maximum 15 minutes in
which ITSM is explained related to the given case description of an organization.
Describe the operational ITSM processes in the context of a given case.

Collect relevant information and evidence on learners’ prior achievements and

experiences .
Evidence from learner’s previous /current employers, supervisors etc; record of previous
achievements, and certificates.

Prepare with diagnostic session with learners.

Suitable venue; quiet area to work

Provide suitable materials to assist learners in identifying their level of competence .

Select evaluate suitable diagnostic achievement and competence tests

Suggested approaches to facilitate learning

Lectures in which the different topics are discussed with the students. The ITSM
processes are common knowledge, but structured in a certain way. It is important to show
where the different service management processes reside in the ITSM model.
A test every week will make sure students keep on acquiring knowledge. In this way they
can stay participating in the group work (see BNT035.2).

BNT035: EXPLAIN THE ITSM TACTICAL PROCESS page 4 out of 14 pages

Assessment procedure
The assessor will examine all the documentation provided by you in your portfolio. The
assessor may ask and record questions to confirm that the evidence is authentic and that
all the evidence requirements have been met, particularly with regard to underpinning
knowledge.
The assessor will check if no more than 2 tests out of 4 have failed.
There is a second assessment possible: students could assess themselves with a registered
Examination institute and take the ITSM Foundation exam. After passing this exam the
student will receive the official ITSM Foundation certificate. Costs in Europe for this
exam: 140 euro (with discount for educational institutes: 70 euro). After passing this
exam, students can get exemption for the theoretical parts of BIT054 and BNT035.

Exemplars
4 tests consisting of 15 true/false questions to check knowledge.
Presentation to the management of the organization in the given case description (role-
play) about the theory of ITSM and how it applies to his company.
Questionnaire on need of the assessment and summary .
List of resources used during session .
Plan for session to gather data from the learners

Progression
This module is a pre-requisite for BIT093 (ITIL3), BIT0104 (ITIL4), BIT0112 (ASL)..
Which describes how the learning progress is relate to the other module, and how
evidence gathered in other module could relate to this module
For example :
Assesment of learner’s needs and their levels of competence is to be used in planning and
for the effectiveness of learning .

Learning and teaching resources

Prescribed textbooks
IT Service Management: An Introduction, Jan Van Bon, et al.
Van Haren Publishing (2nd edition, 3rd impression Jun 2006)
ISBN 90-77212-58-2

Recommended reading
The Business Perspective Book, vol 1: The IS view in delivering services to the business
2004. The Office of Government Commerce (www.ogc.gov.uk/). 120 pages. ISBN 0-11-
330894-9. US$130.

Planning to implement service management book

2002. The Office of Government Commerce (www.ogc.gov.uk/). 208 pages. ISBN 0-11-
330877-9. US $130.

Service support book

2000. The Office of Government Commerce (www.ogc.gov.uk/). 306 pages. ISBN 0-11-
330015-8. US$130.

BNT035: EXPLAIN THE ITSM TACTICAL PROCESS page 5 out of 14 pages

Service delivery book
2001. The Office of Government Commerce (www.ogc.gov.uk/). 376 pages. ISBN 0-11-
330017-4. US$130.

ICT infrastructure management book

2002. The Office of Government Commerce (www.ogc.gov.uk/). 283 pages. ISBN 0-11-
330865-5. US$130.

Application management book

2002. The Office of Government Commerce (www.ogc.gov.uk/). 158 pages. ISBN 0-11-
330866-3. US$130.

Security management book

2004, 8th impression. The Office of Government Commerce (www.ogc.gov.uk/). 93
pages. ISBN 0-11-3300014-X. US$90.

Data Management
1994. The Office of Government Commerce (www.ogc.gov.uk/). ISBN 0-11-330634-2.
See PDF Set 2.

Data management standards

1995. The Office of Government Commerce (www.ogc.gov.uk/). 94 pages. ISBN 0-11-
330670-9. US$67.

Software asset management book

2003. The Office of Government Commerce (www.ogc.gov.uk/). 146 pages. ISBN 0-11-
330943-0. US$70.

Management of Risk: Guidance for Practitioners - book

2002. The Office of Government Commerce (www.ogc.gov.uk/). ISBN 0-11-330909-0.
US$70.

Avery good website shows you a lot of benfetial books related to ITSM , it require you
paying some money to have their fantastic series of books

https://www.itilbooks.com/dci/shopdisplayproducts.asp?id=31&cat=ITIL+L
ibrary+Version+3

BNT035: EXPLAIN THE ITSM TACTICAL PROCESS page 6 out of 14 pages

Recommended Web sites

Search ITSM in Google

www.itsmf.com

ITSM employs ITIL documented best practices and in most cases extends
beyond into additional areas such as enhanced processes and implementation to
provide additional value-added functionality. At present, ITSM methods have
evolved to include specific ways to enable and optimize assessment, planning,
and implementation of ITIL best practices.
http://www.itsm.info/ITSM.htm

The itSM Solutions Process Guide Library (PGL) consists of 10 detailed guides
focused on helping IT professionals acquire the information necessary to design,
implement and operate an ITSM program built around the best practices expressed
in the IT Infrastructure Library (ITIL).

http://www.itsmsolutions.com/itsmpgl.html

Recommended Video

Here are a great website providing you with samples of the meaning of ITSM (Demo)
including service disk , mangement problem,security management , change management
And alot of more videos relate to ITSM

http://www.itsmacademy.com/Page.bok?file=view_demo.html

BNT035: EXPLAIN THE ITSM TACTICAL PROCESS page 7 out of 14 pages

Module title: DELIVER A COMPREHENSIVE ADVICE
________________________________________________________________________

Learning outcome: BNT035.2 Deliver a comprehensive advice how to implement

the tactical processes of ITSM in a given organization.

What you need to do (performance requirements):

Make advisory report on the tactical ITSM processes
Give presentation to the customer about the final ITSM advice.
Describe the tactical ITSM processes in the context of a given case.
Provide suitable materials and facilities to assist learners in identifying their current needs
Explain to learners the purpose of the meeting /session
Give feedback in a positive,non-discriminatory and encourging way .
Collect data on learners’ current level of copetence and achievment
Prepare for diagnostic session with learners .

What you need to know (underpinning knowledge requirements):

The student is able to argue why a methodological approach needs to be applied, given a
certain situation.
The student learns how to improve Public Relations of an IT service management group.
How to create an advice report in which improvement proposals are given for a service
organization.
The student gets experience in research activities and presentations of ITSM-related
topics.
Introduction in the field of IT service management;
Gaining knowledge of the ITSM methodology;
The student knows how the quality of IT services can be described and improved;
Knowledge is required in comprehensive and understanding component nescessary to
become competent as a teacher .
How to prepare fr a diagnostic meeting/session with learners
How to indentify ,select and use materials appropriate for needs assessment

BNT035: EXPLAIN THE ITSM TACTICAL PROCESS page 8 out of 14 pages

SUPPORT NOTES
This part of the module specification is offered as guidance.

Purpose statement
The aim of this part of the module is to show the importance of organizing ICT
maintenance according to standards. Students need to get acquainted with the notion of
improving ict quality in an organization and should get the necessary means for it.

Notional design length

HPE allocates a notional design length to a module on the basis of time estimated for
achievement of the stated standards by a learner whose starting point is described in the
access statement. The notional design length of this module is 112 hours. The notional
design length to cover learning outcome BNT035.2 is 56 hours. The notional design
length for programme design and timetabling is advisory only.

Content
Make advisory report on the ITSM processes
Make advisory report (according to the SCC reporting standards). This report must
contain the following aspects:
Current situation:
 Elaboration on the tactical processes of Itil;
 Describe bottlenecks in the given organization;
New situation  (the actual advice)
 A description of how to implement the tactical processes at the given
organization;
 In-depth study of one assigned tactical process for the given case;
 Advice with regard to an application to support an Itil organization;

Give presentation to the customer about the final ITSM advice.

Give presentations to the customer of the case description (role-play). In week 7 a
presentation of minimal 15 and maximum 20 minutes is given in which the report is
explained in detail. Also the structure of an awareness campaign is presented then.

Collect relevant information and evidence on learners’ prior achievements and

experiences .
Evidence from learner’s previous /current employers, supervisors etc; record of previous
achievements, and certificates.

Prepare with diagnostic session with learners.

Suitable venue; quiet area to work

Provide suitable materials to assist learners in identifying their level of competence .

Select evaluate suitable diagnostic achievement and competence tests

BNT035: EXPLAIN THE ITSM TACTICAL PROCESS page 9 out of 14 pages

Suggested approaches to facilitate learning
Group-based, activity centred approach will be used.
Weekly project group meetings of maximum 20 minutes per group (one project group
consists of 4 or 5 students).

Assessment procedure
The assessor will examine all the documentation provided by you in your portfolio. The
assessor may ask and record questions to confirm that the evidence is authentic and that
all the evidence requirements have been met, particularly with regard to underpinning
knowledge.
Group activities are assessed as follows:
- Each project group will have to give two presentations. It is compulsory for each
group member to act as presenter at least once. Each group is responsible for the
content of the presentation. The average of the two presentations results in one final
mark.
- Developing an advisory report. Also the report will be assessed with a mark.

Exemplars
Report with advice structure, containing current situation description, and the new
situation.
Presentation for the audience consisting of the management (role-play) of the given
organization in the case.
Weekly meetings with the manager (role-play) of the organization.

Progression
Knowledge acquired and skills developed in this module can be used in several modules
like BIT0112 (ASL).
This module is a pre-requisite for BIT093 (ITIL3), BIT0104 (ITIL4).

Learning and teaching resources

Prescribed textbooks
IT Service Management: An Introduction, Jan Van Bon, et al.
Van Haren Publishing (2nd edition, 3rd impression Jun 2006)
ISBN 90-77212-58-2

Recommended reading
The Business Perspective Book, vol 1: The IS view in delivering services to the business
2004. The Office of Government Commerce (www.ogc.gov.uk/). 120 pages. ISBN 0-11-
330894-9. US$130.

Planning to implement service management book

2002. The Office of Government Commerce (www.ogc.gov.uk/). 208 pages. ISBN 0-11-
330877-9. US $130.

Service support book

BNT035: EXPLAIN THE ITSM TACTICAL PROCESS page 10 out of 14

pages
2000. The Office of Government Commerce (www.ogc.gov.uk/). 306 pages. ISBN 0-11-
330015-8. US$130.

Service delivery book

2001. The Office of Government Commerce (www.ogc.gov.uk/). 376 pages. ISBN 0-11-
330017-4. US$130.

ICT infrastructure management book

2002. The Office of Government Commerce (www.ogc.gov.uk/). 283 pages. ISBN 0-11-
330865-5. US$130.

Application management book

2002. The Office of Government Commerce (www.ogc.gov.uk/). 158 pages. ISBN 0-11-
330866-3. US$130.

Security management book

2004, 8th impression. The Office of Government Commerce (www.ogc.gov.uk/). 93
pages. ISBN 0-11-3300014-X. US$90.

Data Management
1994. The Office of Government Commerce (www.ogc.gov.uk/). ISBN 0-11-330634-2.
See PDF Set 2.

Data management standards

1995. The Office of Government Commerce (www.ogc.gov.uk/). 94 pages. ISBN 0-11-
330670-9. US$67.

Software asset management book

2003. The Office of Government Commerce (www.ogc.gov.uk/). 146 pages. ISBN 0-11-
330943-0. US$70.

Management of Risk: Guidance for Practitioners - book

2002. The Office of Government Commerce (www.ogc.gov.uk/). ISBN 0-11-330909-0.
US$70.

Avery good website shows you a lot of benfetial books related to ITSM , it require you
paying some money to have their fantastic series of books
https://www.itilbooks.com/dci/shopdisplayproducts.asp?id=31&cat=ITIL+L
ibrary+Version+3

BNT035: EXPLAIN THE ITSM TACTICAL PROCESS page 11 out of 14

pages
Recommended Web sites

Search ITSM in Google

www.itsmf.com

ITSM employs ITIL documented best practices and in most cases extends beyond into
additional areas such as enhanced processes and implementation to provide additional
value-added functionality. At present, ITSM methods have evolved to include specific
ways to enable and optimize assessment, planning, and implementation of ITIL best
practices.
http://www.itsm.info/ITSM.htm
The itSM Solutions Process Guide Library (PGL) consists of 10 detailed guides focused
on helping IT professionals acquire the information necessary to design, implement and
operate an ITSM program built around the best practices expressed in the IT
Infrastructure Library (ITIL).
http://www.itsmsolutions.com/itsmpgl.html

Recommended Video

Here are a great website providing you with samples of the meaning of ITSM (Demo)
including service disk , mangement problem,security management , change management
And alot of more videos relate to ITSM

http://www.itsmacademy.com/Page.bok?file=view_demo.html

BNT035: EXPLAIN THE ITSM TACTICAL PROCESS page 12 out of 14

pages