INFT2004 - IT Service management


Examination arrangement

Examination arrangement: Assignment in groups
Grade: Passed / Not Passed

Evaluation Weighting Duration Grade deviation Examination aids
Assignment in groups 100/100

Course content

This course takes a closer look at how we should organize the delivery of IT services to our customers. We live in a world with increasingly frequent changes and we must establish the necessary routines to implement, follow up and continuously improve our service deliveries. The course will take a closer look at an introduction to ITIL as best practice for this work. Students will be introduced to the core components of ITIL, which are the service value system and the 4 dimensions model.

Learning outcome


The candidate

  • has a basic understanding of digital service management and IT services / products delivery.
  • has knowledge and can explain about the service value system in ITIL, including guiding principles, governance, the service value chain, continuous improvement and the four-dimensional model for service management.
  • can explain selected practices in the ITIL standard with a focus on work tasks and how they interact.
  • has broad knowledge of success factors related to the introduction of ITIL in an organization.


The candidate:

  • can make a plan for the introduction of ITIL in an organization.
  • can apply continuous improvement as a consistent principle for all work with the delivery of services.
  • can make a plan for the implementation of selected ITIL practices related to the management of services in an organization.


The candidate:

  • can exchange views and experiences about ITIL with peers and through this contribute to the development of good practice.
  • can present key topics from ITIL both in writing, orally and through other relevant forms of expression.
  • knows ITIL terminology in both Norwegian and English.

Learning methods and activities

The learning material will be presented through textbooks, lecture notes, external videos and self-produced video material.

Student-active forms of learning (eg workshops, guest lectures, question rounds, presentation of exercises).

Text-based exercises. Solutions to the exercises will be published.

Compulsory assignments

  • Compulsory exercises

Further on evaluation

Postponed assessment: A new assignment must be completed the next time the course is offered.

Mandatory work: 9 text-based exercises will be given. Of these, 7 exercises must be approved.

For applications regarding approval and inclusion of courses from previous years or other institutions' corresponding study programs, each application will be processed individually. Applicants must be prepared for reduction in credits (ECTS) for overlapping courses.

Specific conditions

Required previous knowledge

Admission to a program of study is required:

Bachelor in Information management (ITBAINFO)

Course materials

Textbooks and syllabus will be provided at the start of the semester.

Credit reductions

Course code Reduction From To
DCST2004 7.5 AUTUMN 2020
IDRI3004 5.0 AUTUMN 2020
IINI3014 5.0 AUTUMN 2020
IFUD1046 5.0 AUTUMN 2020
More on the course



Version: 1
Credits:  7.5 SP
Study level: Intermediate course, level II


Term no.: 1
Teaching semester:  SPRING 2024

Language of instruction: Norwegian

Location: Trondheim

Subject area(s)
  • Computer Science
Contact information
Course coordinator: Lecturer(s):

Department with academic responsibility
Department of Computer Science


Examination arrangement: Assignment in groups

Term Status code Evaluation Weighting Examination aids Date Time Examination system Room *
Spring ORD Assignment in groups 100/100 INSPERA
Room Building Number of candidates
  • * The location (room) for a written examination is published 3 days before examination date. If more than one room is listed, you will find your room at Studentweb.

For more information regarding registration for examination and examination procedures, see "Innsida - Exams"

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