4994 IS Operations Management and Control
Dr. Barbara Krumay, MSc.
Contact details
Weekly hours
Language of instruction
02/12/19 to 03/18/19
Registration via LPIS
Notes to the course
Day Date Time Room
Thursday 03/21/19 05:00 PM - 08:00 PM D2.0.038
Thursday 04/11/19 02:00 PM - 05:00 PM D3.0.218
Thursday 04/11/19 05:00 PM - 08:00 PM D2.0.038
Thursday 05/09/19 05:00 PM - 08:00 PM TC.5.16
Thursday 05/16/19 06:00 PM - 09:00 PM D3.0.233
Thursday 05/23/19 05:00 PM - 08:00 PM D2.0.038
Thursday 06/06/19 05:00 PM - 08:00 PM D2.0.038
Tuesday 06/18/19 05:00 PM - 08:00 PM TC.5.03
The course will cover the following topics:
  • Introduction, importance and scope of IS operations management and control
  • IS systems management – introduction and scope incl. organizing and staffing
  • IS systems management - processes and performance
  • IS systems management – frameworks, standards and tools (e.g. TOGAF, ISO/IEC 2700n, FCAPS …)
  • IS service management – introduction and scope
  • IS service management – processes and stakeholders
  • IS service management – frameworks, standards and tools (e.g. ITIL, ISO/IEC 20000, CMMI-SVC …)
  • Impact of IS systems management and IS service management on company performance and IS strategic management
Learning outcomes

By the end of this course students should be able to:
  • Understand the general approaches to IS Operations Management and Control
  • Differentiate between existing frameworks and tools in IS Operations Management and Control
  • Identify possible threats and manage risks in IS operations management
  • Select appropriate instruments for managing IS operations
  • Identify chances and enabling scenarios of IS operations management.
  • Explain the importance of IS operations management to for the success of companies
  • Apply theoretical insights to IS management and control to effective projects.
  • Apply different frameworks, standards, tools and instruments which are used for supporting IS operations management and controls
Attendance requirements

Regular attendance is required.

Teaching/learning method(s)

The course will be conducted on a weekly basis. The course consists of lectures and interactive parts. Different topics will be explained by applying cases and discuss examples from business. In addition, interactive methods (e.g. short quizzes, debriefing, scenario techniques …) teaching and learning methods are used to present the topics in different ways. Two case studies have to be developed and presented by students in teams. The case studies serve as possibility to learn from each other.



Case studies:
  • Intermediate report  10 %
  • In-class presentation  5 %
  • Final report  30%
  • Intermediate exam 15%
  • Final exam 40 %



Active participation in the course is taken for granted.




Availability of lecturer(s)

Students are welcome to discuss course-related issues by appointment (email:

Literature will be handed out in the class or uploadedto learn@wu
Last edited: 2018-10-29