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Opintojakson toteutussuunnitelma

GroupT402D13S/Degree Programme in Business Information Technology (Tornio)
Study unitT402D34 Service Management, 5.00 ECTS credits, 133 h
UnitMinerva (Kauppakatu 58) Tornio
Time of implementationAutumn2/2014-2015
Responsible teacherRyabov Vladimir
Other teachers
Status of implementationFinished

Description status Ready
Language of instruction English
Starting and ending dates25.10.2014 - 31.12.2014
Minimum number of participants  
Maximum number of participants  
Enrolment period01.09.2014 - 14.09.2014
Implementation method
Virtuality 0 ECTS credits
R&D integration 0 ECTS credits
Resit dates of the exam
Koulutuksen aikataulu (www-linkki)
Description language English 

Nowadays, software industry is going through a transformation from product to service-oriented business. The goal of this course is to highlight the ongoing change and to cover necessary background knowledge and concepts. This course is including theoretical bases of service management with some up-to-date theories of service, like Service Dominant Logic. Service management in this course is considered in application to software solutions and services offered online. Students should understand the importance of service in contemporary software business, should be able to evaluate and plan service offerings.

Assessment criteria

To pass the course students has to full fill following assessment criteria:

Pedagogical arrangements

The instruction method is based on a combination of lecturing and practical work including group work and exercises. Besides of that, the students are supposed to study at home by reading literature assigned and making homework exercises.


1. Fitzsimmons J., Fitzsimmons M., and Bordoloi S, 2014, Service Management: Operations, Strategy, Information Technology. 8th International Ed., Mc-Graw Hill.

2. Orand, B., 2013, Foundations of IT Service Management with ITIL® 2011.

3.Lusch, R. and Vargo S. (Eds), 2006, The Service-Dominant Logic of Marketing.

4. Articles in the moodle course environment.


This course includes three focuses: general information and theory on service management, Service-Dominant Logic (SDL) theory and its applications, and IT service management with ITIL® 2011.


There will be a final examination at the end of the course, which makes 50% of the final grade. Students will have to make some practical tasks/assignments which are also assessed contributing another 50%to the grade. Both parts need to be passed to get a grade in the course. Participation is required. Students are expected to attend at least 70% of all sessions. Inability to do so will result in "Fail" grade. The final grade will be: 5 - excellent, 4 - very good, 3 - good, 2 - satisfactory, 1 - sufficient, and 0 - failed.