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Service Management in Practice - Case Study

Service Management in Practice - Case Study
  • Code: ISM4TX500
  • Extent: 5 ECTS credits (135h)
  • Timing: 4th semester
  • Language: English
  • Level: Advanced professional studies
  • Type: Elective

Starting level and linkage with other courses

Service Management Best Practices (ISM4TX510) must be completed before this course. Vendor Management (ISM4TX520) is recommended to be completed or studied parallel with this course.

Learning outcomes

Upon successful completion of the course, the student

  • understands what service management means and how it is applied in practice
  • is able to evaluate the company in respect of service management best practices
  • understands how the services create business value in a practical case
  • understand how the service management could be developed and enhanced in practice
  • is able to plan and implement service management improvements in practice

Course contents

  • recap of the state of service management best practices
  • selecting and collecting data about the real life case
  • evaluating the usage of service management best practices in the selected case
  • evaluating the impact of service development and new innovations in creating business value
  • evaluating the impact of service development and new innovations in the productivity
  • planning/implementing the improvement actions
  • reporting and presenting the result of evaluation

Cooperation with the business community

Students apply theirs learnings by studying real life cases of service management in companies or organisations.

International dimension

Readings are from international business contexts. Students work in multicultural teams.

Teaching and learning methods

  • Contact sessions
  • Independent studies
  • Working on individual assignments
  • Reporting, presentation and discussion
  • The assessment of one’s own learning 1 h

Accreditation of prior learning (APL)

Depending on the requirements of the teacher prior learning could be accepter fully or partly. A student displays with the competence demonstration that s/he manages the course objectives and contents mentioned in the course description. It is possible to participate in the competence demonstration only once before taking the course. A competence demonstration is assessed on the scale from 1 to 5.

Teacher(s) responsible

To be announced

Course materials

Other selected articles and readings provided by the teachers.

Assessment criteria

  • Maturity of the evaluation and improvement plans of  the practical case study
  • Quality of the report and presentation
  • Self-reflective paper - Passed/Failed

The assessment of one’s own learning does not influence the grade. The assignment is the same for all courses/modules and the answers will also be used for course/module development. The assignment is completed online in WinhaOpaali.