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BCS Professional Graduate Diploma in IT Syllabus - Computer Services Management

BCS Professional Graduate Diploma in IT - Computer Services Management

10.00 AM Friday / August 1, 2014

Successful management of computer services requires a set of specific competencies in addition to a good general knowledge of Information Technology. These competencies include general service management competencies that may apply to many types of service provider and other competencies that are specific to IT services.

Aims:

To use the knowledge that the candidate has demonstrated at Certificate level to explore in depth how these competencies can be used pro-actively to deliver excellent service to customers

Prior Knowledge Expected:

In addition to a good general knowledge of IT, candidates will be expected to be familiar with the material covered in the Certificate syllabuses and the IT Service Management syllabus at Diploma level so that, at Professional Graduate Diploma level, they can demonstrate an understanding of and an ability to apply the principles to justify their answers in a business context.
Candidates will require exposure to the practical application of the syllabus

What you will be studying:

SERVICE CONCEPT

The concept of a service, understanding customer needs, determining customer satisfaction levels, relationship with customer businesses, achieving operational excellence, capability maturity model for software.

ORGANIZATION

A comparative overview of organizational groupings necessary to define and manage services, deal with customers, plan and execute projects, and perform essential administration.

BUSINESS PROCESSES

The concept of business processes, specific business processes required, based on ITIL model or similar, and includes primary functions such as service management; concept of end-to-end service; definition of service features and performance targets, planning, funding, and resourcing.

CUSTOMER LIAISON

The customer-facing elements of the services organization, Help-desk, Service Desk; fault logging and problem management, customer account management.

AVAILABILITY MANAGEMENT

Performance measurement; change management; configuration management; and version control; resource scheduling; library administration; asset management; shift and team organization.

CAPACITY PLANNING

Monitoring of resource usage; determining technology strategy; developing investment plans; carrying out investment projects; security; business continuity planning and contingency planning; site planning.

SUPPORT PROCESSES

Financial, contracts, and personnel administration.

PLANNING, COSTING AND CHARGING

The requirement to cover costs with income; budget planning and control; need for and methods of charging of services to customers.

CONTRACTING AND PROCUREMENT

Procurement of hardware and software; service level agreement.

LEGAL AND PROFESSIONAL ISSUES

An awareness of current UK national and international legislation including Data
Protection Act 1998, Computer Misuse Act 1990, equal opportunities; health and
safety; current EU approaches to tendering; copyright and licensing issues; the BCS Code of Practice and its use in relation to Computer Services Management.

Books to refer:

1996, HMSO, ISBN: 0113306792

This book contains some good examples of “best practice” and is used by many suppliers, including major companies outside the UK. This is only intended to be consulted for reference in a library.

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