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Service Management Best Practices

Service Management Best Practices
  • Code: ISM2TX510
  • Extent: 5 ECTS credits (135h)
  • Timing: 2nd semester
  • Language: English
  • Level: Advanced professional studies
  • Type: Compulsory

Starting level and linkage with other courses

ICT Management Best Practices (ISM2TX120) is recommended to be completed before this course.

Learning outcomes

Upon successful completion of the course, the student

  • understands the goals and requirements of service management in general
  • understands how service management is linked with business
  • is familiar with the most important service management best practices
  • knows how the best practices are applied according to the field and size of business
  • adopts the mindset of continuous improvement of service management practices
  • is able to apply some of the best practices in his/her working environment

Course contents

  • history of service management best practices
  • relationship with standards and frameworks
  • insight of selected best practices
  • applicability and criticism of best practices
  • applications of best practices in different business fields and geographical areas
  • literature or real life case studies of service management practices
  • presentations and discussions

Cooperation with the business community

Visiting lecturers from companies and organisations and standardisation bodies.

International dimension

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

Teaching and learning methods

  • Contact sessions
  • Independent studies
  • Working on group 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

Anne-Maritta Talaslahti

Course materials

Other selected articles and readings provided by the teachers.

Assessment criteria

    • Team assignments
    • Individual assignments

    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.