SDEB007 Проект "Управление на ИТ услуги" (Project "Hands on IT Service Management)


The training course objective will equip students with practical skills and knowledge in IT Service Management (ITSM) for optimizing IT services and aligning them with business needs.

Students embark on a transformative journey with our Hands-On IT Service Management course which is designed to bridge the gap between theoretical frameworks and real-world applications. Over a span of 15 weeks, participants will dive deep into the essentials of ITSM, exploring renowned frameworks like ITIL® and COBIT, and mastering the art of aligning IT services with business objectives. The training course is focused on practical skills such as AI analytics, knowledge management, and business relationship management, students will emerge as adept professionals capable of enhancing customer experience and driving organizational value.

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Телекомуникации и компютърни технологии


доц. Васил Къдрев  д-р
 Явор Ганчев  

Описание на курса:


Upon course completion students have acquired the following skills in IT Service Management (ITSM) which are essential for professionals to effectively manage and improve IT services within corporate ambience:

- Understanding of AI and Analytics: Proficiency in leveraging AI to automate operations and analyze large data sets for informed decision-making

- Knowledge Management Capabilities: Ability to create, share, and manage knowledge to support IT services and enable self-service technologies

- Business Value Creation: Understanding how to contribute to the business's success by aligning IT services with business objectives¹.

- Communication and Collaboration Skills: Effective communication and teamwork to collaborate with various stakeholders.

- Problem-Solving Skills: Ability to identify, analyze, and resolve issues within the ITSM context.

- Commitment to ongoing professional development in compliance with the latest ITSM trends and technologies.

- Personal Flexibility and Agility: Adaptability to change and complexity in the rapidly evolving IT landscape.
Предварителни изисквания:
Basic computer skills and working English proficiency

Форми на провеждане:

Учебни форми:

Език, на който се води курса:

Теми, които се разглеждат в курса:

  1. Проект "Управление на ИТ услуги" (Project "Hands on IT Service Management)

Литература по темите:

Opazo Basáez, M., Vendrell-Herrero, F., Bustinza, O.F. and Raddats, C. (2024), "Guest editorial: Digital service innovation: ontology, context and theory", Journal of Service Management, Vol. 35 No. 2, pp. 129-140.

Serrano, J., Faustino, J., Adriano, D., Pereira, R., & Mira da Silva, M. (2021). An IT Service Management Literature Review: Challenges, Benefits, Opportunities and Implementation Practices. Information, 12(3), 111-115.