IT Service Management Assignment

IT Service Management Assignment

Thisassignmentmustbeyourownwork.Itisacceptabletodiscusscoursecontentwith

otherstoimproveyourunderstandingandclarifyrequirements,butsolutionstoassignment

questionsmustbedoneonyourown.Youmustnotcopyfromanyone,includingtutorsand

fellowstudents,norallowotherstocopyyourwork.

Description / Marksoutof / Wtg(%) / Duedate
Assignment
Wordcount:3000–4000words / 100 / 20 / 10May2016

Thisassignmentspecificallyaddressesfourofthelearningobjectivesofthecourse:

●LO1:demonstrateacriticalawarenessoftheimportanceofITservicemanagementand

theneedfororganisationstoensurethateffectiveprocessesareinplacetomanagethe

significantinvestmentinITinfrastructure

●LO2:demonstrateanawarenessofthenatureandcontributionoftheITInfrastructure

Library(ITIL)andISO/IEC20000inprovidinggoodpracticeframeworksforITservice

management

●LO3:demonstratethecapacitytocomprehendandevaluatetheobjectives,activitiesand

associatedrolesandresponsibilitiestoenableeffectiveplanning,managementand

improvementofITserviceprocesses.

●LO4:applytheinternationalstandardforITservicemanagementtocasestudies

includingtheITservicestrategy,servicedesign,servicetransition,serviceoperationand

continualserviceimprovement.

Requirements

OnearticlesisprovidedonHoChiMinhSecuritiesCorporation.

Forthepurposeofthisassignment,assumetheroleofconsultant(s)whohavebeenhiredby

HoChiMinhSecuritiesCorporation(HSC)tocontributetoareviewofITService

ManagementatHSC.YouwillprepareareportforMrAnhDiep,HeadofITatHSC.

Refertothemarkingcriteriafordetailsofmarkallocations.

Note:thewordcountdoesnotincludeletteroftransmittal,executivesummary,

referencesorappendices.

USQhasalicenceforTurnitinsoftware.Thisonlinesoftwareenablesstudentstochecktheir

assignmentpriortosubmission.Iencourageallstudentstousethisfacilitytoavoid

allegationsofacademicmisconductfromunintentionalplagiarismfrominternetsources.

Referencingrequirementsforassignment3

ReferencesarerequiredandtheHarvardAGPSstandardofreferencingmustbeused.

Plagiarism,collusionandcheatingwillbeseverelypenalised.

Ensurethatyourreportsarefullyreferenced,includinganyreferencetothetextbook.Your

reportshouldincludein-textreferencesandaListofReferences.

ActivityA:Journal(maximum500words)10%

Prepareajournalthatrecordsyouractivitiesandprogressrelatedtocompletingthis

assignment.

Indateorder,clearlylistthefollowing:

●Dateofresearchactivity/discussion

●Websitesvisitedtocollectinformation;otherreferencesaccessed

●Timedurationoftheactivity

Ifyouareworkinginateam,clearlystatetheactivitiesofeachteammember.

SubmitthisjournalasanappendixtoactivityB.Anyreferencestowebpagesandonline

documents,suchaswhitepapers,shouldbelistedattheendofthejournal.

ActivityB:Casestudy(max3,500words)90%

Structure,presentationandintroduction10%

Yourreportshouldincludealetteroftransmittal,executivesummaryandintroductiontothe

report.Statethename(s)ofstudent(s).

Part1.ImportanceofITSMatHSC15%

ExplainwhyisitimportantforHSCtohaveeffectiveprocessesinplacetomanageIT

services.

Part2.ServiceStrategy20%

ManyorganisationsmanagetheirITservicesatanoperationallevelwithoutaclearstrategic

focus.HSCintendstocontinuetheirITILadoptionwithprocessesfromtheServiceStrategy

phase.DiscusstheServiceStrategyprocessesandadviseMrDieponhowHSCcouldbenefit

fromtheirimplementation.

Part3.ServiceDesign20%

IdentifytheServiceDesignprocessesinplaceatHSC.DoyourecommendthatHSCshould

continuetoimplementServiceDesignprocesses?Basedonthecaseandyourknowledge,

whichoftheservicedesignprocessesareofthehighestpriorityforHSC?Justifyyour

selection.

Part4.ISO/IEC20000Certification15%

HSCisnowconsideringISO/IEC20000certification.MrDiephasaskedyoutoadviseon

thedecision.ProvideabriefofwhyHSCshouldorshouldnotseekcertificationfor

ISO/IEC20000.Identifythebenefitsanddrawbacksofcertification.

Part5.ConclusionsandRecommendationstotheHeadofIT10%

ProvideasummaryofyourfindingsandmakerecommendationstotheHeadofIT.

Criterion / HD / A / B / C / F / Max
Marks
Activity/Task / A:Journal
Journal / Compellingand
well-structured
account.
Activitiesclearly
described.Initiative
clearly
demonstrated.
Referencelist
providedand
correctlyformatted. / Goodstructureand
comprehensive
accountofactivities.
Referencing
compliantwith
HarvardAGPS
referencingmethod
withsomeminor
lapses. / Adequatestructure
andaccountof
activities.
Minorerrorsin
referencingmethod. / Adequate
structurebut
limiteddescription
ofactivities.
Limitedreferences
providedand/or
poorlyformatted
referencelist. / Poorstructure
and/or
inadequatelistof
activities.
Incoherent
account.
Lackof
referencelistor
poorlyformatted
references. / 10%
Activity/Task / B:Report
Presentationof
report / Professional
presentationof
materialresultingin
clarityofmessage
andinformation.
Professional
appearanceoftitle
pageandaccurate
tableofcontents. / Carefullyand
logicallyorganised.
Titlepageandtable
ofcontentsclearand
accurate. / Showsorganisation
andcoherence.
Adequatetitlepage
andtableof
contents. / Showssome
attemptto
organiseina
logicalmanner.
Someflawsintitle
pageand/ortable
ofcontents. / Disorganised/
incoherent.
Poorformatting,
ormissingtitle
page,tableof
contents. / 5%
Appendicesare
clearlylabelledand
referenced. / Appendicesusedto
provideappropriate
supportingmaterial / Adequateuseof
appendicesfor
reportreadability. / Appendicesnotclearlyidentifiedor
referenced.
Excellentclarityof
expression.
Grammarand
spellingaccurate.
Referencingfully
compliantwith
HarvardAGPS
referencingmethod.
Widerangeof
appropriatesources
appropriately
analysed,applied
anddiscussed. / Expressionfluent.
Grammarand
spellingaccurate.
Referencing
compliantwith
HarvardAGPS
referencingmethod
withsomeminor
lapses.
Varietyof
appropriatesources
appropriately
analysed,applied
anddiscussed. / Grammarand
spellingmainly
accurate.
Mostsourcesare
referenced.Minor
errorsinreferencing
method.
Clearevidenceof
researchand
applicationof
textbookconcepts. / Grammarand/or
spellingcontains
errors.
Gapsin
referencingand
errorsinin-text
referencesor
referencelist.
Referencesare
usedinapurely
descriptiveway
indicating
limitationsof
understanding. / Frequent
mistakesin
grammarand/or
spelling.
Unsatisfactory
referencing.Few
ornoreferences
orinconsistent
reference
method.
Noevidenceof
researchor
irrelevant
sourcescited.
Clearandconcise
letteroftransmittal,
executivesummary,
suitabletoneand
styleforSenior
Manager. / Formatsuitable
SeniorManager
exceptforminor
lapsesinaudience
focus. / Attimeslanguageis
unclearand/or
unsuitablefor
SeniorManager
audience. / Languageis
poorlyexecutedor
usestoomuch
jargon. / Lacksletterof
transmittalor
executive
summary.Style
notappropriate
forSenior
Manager.
Attentionto
purpose / Clearlyintroduces
thecompanyand
report.
Hasaddressedthe
purposeofthe
assignment
comprehensively. / Reasonabledetails
ofcompanyand
report.
Hasaddressedthe
purposeofthe
assignment
coherently / .Basicfactson
companyand
report.
Addressedthemain
purposeofthe
assignment. / Someaims
identified. / Lacksvital
information
aboutthe
companyand
report.
Failstoaddress
thepurposeof
theassignment. / 5%

Marking Criteria

Criterion / HD / A / B / C / F / Max
Marks
Activity/Task / B1:ImportanceofITSM
Explain
importanceof
ITSMandIT
services / Providesexcellent
descriptionof
importanceofITSM
andITservicesat
HSC. / Clearlydescribes
importanceofITSM
andITservicesat
HSC. / Adequate
descriptionof
importanceof
ITSMandIT
servicesatHSC. / Limited
descriptionof
importanceof
ITSMandIT
servicesatHSC. / Incompleteor
inappropriate
descriptionof
importanceof
ITSMandIT
servicesatHSC. / 15%
B2:ITServiceStrategy
ITILstrategic
processesfor
HSC / Demonstrates
sophisticated
understandingofIT
servicestrategy
phase. / Comprehensive
understandingofIT
servicestrategy
processes. / Adequate
understandingofIT
servicestrategy
processes. / Limited
understandingof
ITservicestrategy
processes. / Inadequate
understandingof
ITservice
strategyphase. / 10%
BenefitsofIT
servicestrategy
processes / Providesexcellent
analysisofbenefits
ofstrategicITSM
processesatHSC / Clearanalysisof
benefitsofstrategic
ITSMprocessesat
HSC / Adequateanalysis
ofbenefitsof
strategicITSM
processesatHSC / Limited
descriptionof
benefitsof
strategicITSM
processesatHSC / Incomplete
analysisof
benefitsof
strategicITSM
processesat
HSC. / 10%
B3:ITServiceDesign
Discuss
contributionofIT
servicedesign
phase. / Demonstrates
sophisticated
understandingofIT
servicedesign
phase. / Comprehensive
understandingofIT
servicedesign
processes. / Adequate
understandingofIT
servicedesign
processes. / Limited
understandingof
ITservicedesign
processes. / Inadequate
understandingof
ITservicedesign
phase. / 15%
Discussmost
importantservice
designprocesses. / Demonstrates
sophisticated
understandingof
roleofservice
designprocesses. / Comprehensive
understandingof
roleofservice
designprocesses / Adequate
understandingof
roleofservice
designprocesses. / Limited
understandingof
roleofIservice
designprocesses. / Inadequate
understandingof
roleofservice
design
processes. / 5%
B4:ISO/IEC20000
Understandingof
ISO/IEC20000 / Demonstrates
sophisticatedability
toreflectonthe
valueofISO/IEC
20000. / Providesagood
evaluationof
ISO/IEC20000. / Provides
satisfactory
evaluationof
ISO/IEC20000. / Provideslimited
evaluationof
ISO/IEC20000. / Inappropriateor
missing
evaluationof
ISO/IEC20000. / 15%
B5:ConclusionandRecommendations
Conclusionsand
recommendations / Clearconclusions
and
recommendations
well-groundedin
materialpresented
demonstrating
insightsintoITSM
concepts. / Gooddevelopment
shownin
conclusionsand
recommendations. / Adequate
developmentshown
inconclusionsand
recommendations. / Limited
conclusionsand
recommendations
donotbuildon
analysis. / Conclusionsand
recommendation
snotdrawnfrom
material. / 10%
Total / 100%