Course Identity

Profile and History

The Information Technology Service Management (MLTI) course is a compulsory course in the 2020 curriculum of the Information Technology study program offered at level II (Semester III). This course discusses how to understand and actualize policies, organize, structure processes and supporting procedures applied by an organization to design, deliver, operate, and control information technology services to consumers.

The focus of MLTI is to ensure the quality of service of the organization/company and focus on customer relationships by using information technology. The field of study of organizational resources that are managed includes technology, human resources, processes within the organization, and information. From this definition, MLTI is different from technology-oriented management such as network management and information technology-based system management.

Relevance in the study program

MLTI is a compulsory course in the 2020 curriculum of the Bachelor of Information Technology study program. MLTI is a basic part of IT management which is a fundamental material in the Information Technology study program. In the 2017 ACM computing curricula information technology, MLTI is a compulsory course that must be offered to Information Technology study program students.

Linkages with other courses

The prerequisite for this course is having taken Introduction to Information Technology (CTI1A2). Courses that require MLTI prerequisites are those related to management, such as Information Technology Professionalism (CTI3Z3) and Enterprise System Architecture (CTI3P3).

Program Outcomes and Learning Outcomes

1. The program achievements of MLTI are as follows:
   a. Mastering the methods and processes of analysis, planning, management, and evaluation related to information and data resources.
   b. Able to plan and complete tasks within existing constraints and evaluate the results systematically
   
2. The learning outcomes of MLTI are as follows:
   a. CLO 1 – Students are able to explain the problems that may occur in the supply chain of various Service Provider Organizations completely and accurately based on the literature.
   b. CLO 2 – Students are able to explain various frameworks for MLTI completely and accurately based on the primary literature of the framework.
   c. CLO 3 – Students are able to demonstrate the relationship between ITIL 4.0 framework and Enterprise IT service management case study.
   d. CLO 4 – Students are able to evaluate/audit at least one sub service each from three different service categories in ITIL 4.0.

Navigating e-learning-based self-paced lectures

In the implementation of independent learning, students must complete each CLO sequentially, especially CLO1, CLO2, and CLO3 students must understand and complete tasks with a score limit above 50 (100 scale). If they have completed CLO1, CLO2, and CLO3, students can independently study CLO4 material according to their specialization.

Best Practice (Tips and Tricks)

To be able to complete this MLTI course, several things need to be considered, namely:

1. read a lot and understand existing terms
2. learn about business processes and IT-based services in the company
3. do all assigned tasks to the best of our ability.

Related Certifications

MLTI courses are supported by many types of certifications that are under the AXELOS agency or other Agencies / Organizations that issue certifications both nationally and internationally. Some of the certifications that support this course are ITIL, COBIT, TOGAF, Lean IT, and several other types of certifications that discuss IT management.

Lecture Reference

References that support MLTI consist of two types, namely main references and supporting references. The main reference consists of 2 books, namely:

1. [AXE19] Axelos Global Best Practice. 2019. ITIL Foundation – ITIL 4 Edition. London-Inggris: The Stationary Office 
2. [RAV18] A. Ravi Ravindran, Griffin, P. M., & Prabhu, V. V. 2018. Service Systems Engineering and Management. London: CRC Press, Taylor & Francis Group, LLC
3. [ERL17] Erl, Thomas, Erl. 2017. Service Oriented Architechture-Analysis and Design for Services and Microservices, Second Edition. Prentice Hall
4. [TSO07] 2007. The Official Introduction to the ITIL Service Lifecycle. London

Supporting references consist of guides in the form of websites:

1.  https://www.isaca.org/cobit/pages/default.aspx

2.  https://www.iso.org/standards.html

3.  https://www.pmi.org/pmbok-guide-standards

4. https://cmmiinstitute.com/cmmi

5. https://www.opengroup.org/togaf

Teaching Team

Dawam Dwi Jatmiko Sumawi (DWM), Dita Oktaria (DOK), Farisya Setiadi (FSY), dan Aristyo Hadikusuma (TYH)

Semester Learning Plan (SSP)