The subject Service Management and Service Quality aims to provide students with a gentle approach to the world of Service Management. The ITIL methodology in its versions ITIL v3 2011 and ITIL v4 will be used as a framework. The aim is not to prepare for an ITIL certification, but certification test questions will be provided for a better understanding. The objective is to understand the concepts of service management and to be able to achieve a theoretical basis for practical application and implementation using reference material or other necessary resources. It will be reinforced by analysis of historical use cases and management models from different service companies and organisations.
