© University of Southern Queensland CIS5308 – IT Service Management – S1 2016 Report 2 1 Report 2 specifications Word count* Marks out of Weight (%) Due date 3,250 to 3,750 words 100 25 16 May 2017 * Note: the word count does not include references or appendices Important information Before you proceed with the assignment, please read this section carefully and make sure you prepare and submit your assignment in accordance with the rules outlined here. Academic integrity This assignment must be your own work. It is acceptable to discuss course content with others to improve your understanding and clarify requirements, but solutions to assignment questions must be done on your own. You must not copy from anyone, including tutors and fellow students, nor allow others to copy your work. All Assignments will be checked using collusion monitoring tools to ensure that each assignment is the original work of the submitting student. Assignments that do not adhere to this requirement will be deemed as being the result of collusion or plagiarism. This may lead to severe academic penalties. It is your own responsibility to ensure the integrity of your work. Refer to the USQ Policy Library for more details: • Academic Integrity Policy • Academic Integrity Procedure Late submission policy USQ’s Assessment – Assignment (Late Submission) and Compassionate and Compelling Circumstances procedures relate to Extensions and Late Assignments. They can be found under the following links: • Assessment – Assignment (Late Submission) Procedure • Assessment of Compassionate and Compelling Circumstances Procedures: An Assignment submitted after the due date without an approved extension of time will be penalised. The penalty for late submission is a reduction by five percent (5%) of the maximum mark applicable for the assignment, for each University Business Day or part Business Day that the assignment is late. An assignment submitted more than ten (10) University Business Days after the due date will have a mark of zero recorded for that Assignment. Team work Students are encouraged to work in teams to complete the assignment as teamwork is an important skill required by industry. You may choose to work alone. If you opt to work as a team: • The same marks will be awarded to both students. • No team can exceed more than two students. © University of Southern Queensland CIS5308 – IT Service Management – S1 2016 Report 2 2 • It is up to you to find a team-mate and this can usually be achieved in class or through a request on the Study Desk. • Only one team member should submit the assignment. • You must provide the student names and student numbers of both team members on the title page of the report. Referencing requirements References are required and the Harvard AGPS standard of referencing must be used. Ensure that your report is fully referenced, including any references to the text book. Your report should include in-text references and a List of References. A useful link on referencing is from USQ’s Library site: Do not repeat verbatim large slabs of information from other sources such as the text or video – you must put the ideas/information in your own words. Report 2 Requirements Learning objectives This assignment addresses three of the learning objectives of the course: ● LO3: synthesise the nature and contribution of the IT service management standards and good practice frameworks such as IT Infrastructure Library (ITIL), ISO/IEC 20000 and IT4IT in providing good practice frameworks for IT service management ● LO4: evaluate the objectives, activities and associated roles and responsibilities to enable effective planning, management and improvement of IT service processes ● LO5: appraise implementation of selected IT service management standards and good practice frameworks in case studies including aspects of IT service strategy, service design, service transition, service operation and continual service improvement. Activity A: Journal (maximum 250 words) (5 Marks) Prepare a journal that records your activities and progress related to completing this assignment. In date order, clearly list the following: ● Date of research activity/discussion ● Web sites visited to collect information; other references accessed ● Time duration of the activity If you are working in a team, clearly state the activities of each team member. Submit this journal as an appendix to activity B. Any references to web pages and online documents, such as white papers, should be listed at the end of the journal. © University of Southern Queensland CIS5308 – IT Service Management – S1 2016 Report 2 3 Structure, presentation of report, and referencing (10 Marks) Your report should include a title page, letter of transmittal, and executive summary. State the name(s) of student(s) on the title page. The presentation of the report should be professional, resulting in clarity of message and information. Your referencing should be according Harvard AGPS style. You should use at least 5 academic references. Academic references include peer-reviewed journal/conference papers and books published by recognised publishers. Activity B: Case study (maximum 3,500 words) (85 Marks) For the purpose of this assignment, assume the role of consultant(s) who have been hired by the case organisation (NNIT) to contribute to a review of ITSM at the organisation. You will prepare a report for the Head of IT at NNIT. Read the following case study, then draw on the course material and other academic resources (e.g. journal/conference papers, books) to answer the following questions. Serifovski, N. & Skytte, N. 2014, Building a service portfolio, AXELOS. https://www.axelos.com/case-studies-and-white-papers/building-a-service-portfolio Part 1: Introduction (5 Marks) Provide a brief introduction that describes the case study report. Part 2: Importance of ITSM at NNIT (10 Marks) Explain why is it important for NNIT to have effective processes in place to manage IT services. Part 3: ITIL processes (25 Marks) Based on the case study, identify the ITIL processes in place at NNIT and report them in a table, categorised by ITIL lifecycle stages. Based on the case and your knowledge, which of the ITIL processes are of the highest priority to be implemented/improved for NNIT? Justify your selection. Part 4: Service Strategy (20 Marks) According to the case study, few IT service providers have a service portfolio and the difference between a service catalogue and a service portfolio is commonly not well understood. Based on the case study and your knowledge, explain the main differences between a ‘service catalogue’ and a ‘service portfolio’. What are the main factors that helped NNIT to implement a service portfolio? Part 5: Service Portfolio Tool (15 Marks) According to the case study at the time of designing the service portfolio framework at NNIT no ITSM tools were available with the required functionalities to support the management of a service portfolio. Based on your research of available ITSM tools, provide a short list and description of three ITSM tools that could be considered for portfolio management. Part 6: Conclusions and recommendations (10 Marks) Summarise the key strength and weaknesses of ITSM implementation at NNIT you learnt from this case study. Provide recommendations for further improvement if ITSM at NNIT, including your preferred ITSM tool for portfolio management. © University of Southern Queensland CIS5308 – IT Service Management – S1 2016 Report 2 4 Marking criteria Criterion HD A B C F Max Marks Activity/Task A: Journal Journal Compelling and well-structured account. Activities clearly described. Initiative clearly demonstrated. Good structure and comprehensive account of activities. Adequate structure and account of activities. Adequate structure but limited description of activities. Poor structure and/or inadequate list of activities. Incoherent account. 5 Activity/Task Presentation of report Presentation of report Professional presentation of material resulting in clarity of message and information. Well-developed title page, letter of transmittal, and executive summary Carefully and logically organised. Title page and table of contents clear and accurate. Shows organisation and coherence. Adequate title page and table of contents. Shows some attempt to organise in a logical manner. Some flaws in title page and/or table of contents. Disorganised/ incoherent. No title page, letter of transmittal, and executive summary 10 Appendices are clearly labelled and referenced. Appendices used to provide appropriate supporting material Adequate use of appendices for report readability. Appendices not clearly identified or referenced. Excellent clarity of expression. Grammar and spelling accurate. Referencing conforms to Harvard AGPS method. Wide range of appropriate sources appropriately analysed, applied and discussed. Expression fluent. Grammar and spelling accurate. Referencing method good with some minor lapses. Variety of appropriate sources appropriately analysed, applied and discussed. Grammar and spelling mainly accurate. Most sources are referenced. Minor errors in referencing method. Clear evidence of research and application of textbook concepts. Grammar and/or spelling contains errors. Limited references provided and/or poorly formatted reference list. References are used in a purely descriptive way indicating limitations of understanding. Frequent mistakes in grammar and/or spelling. Lack of reference list or poorly formatted references. No evidence of research or irrelevant sources cited. Activity/Task B: Report Content Part 1 Clearly introduces the company and report. Has addressed the purpose of the assignment comprehensively. Reasonable details of company and report. Has addressed the purpose of the assignment coherently Basic facts on company and report. Addressed the main purpose of the assignment. Some aims identified. Lacks vital information about the company and report. Fails to address the purpose of the assignment. 5 © University of Southern Queensland CIS5308 – IT Service Management – S1 2016 Report 2 5 Criterion HD A B C F Max Marks Part 2 Demonstrates sophisticated understanding of advantages/signific ance of ITIL adoption. Demonstrates comprehensive understanding of advantages/signific ance of ITIL adoption. Demonstrates adequate understanding of advantages/signific ance of ITIL adoption. Demonstrates limited understanding of advantages/signifi cance of ITIL adoption. Inadequate understanding of understanding of advantages/signi ficance of ITIL adoption. 10 Part 3 Demonstrates sophisticated understanding of ITIL processes. Comprehensive understanding of ITIL processes Adequate understanding of ITIL processes Limited understanding of ITIL processes Inadequate understanding of ITIL processes 25 Part 4 Demonstrates sophisticated understanding of differences between a ‘service catalogue’ and a ‘service portfolio’, and challenges of developing a ‘service portfolio’ Demonstrates comprehensive understanding of differences between a ‘service catalogue’ and a ‘service portfolio’, and challenges of developing a ‘service portfolio’ Demonstrates adequate understanding of differences between a ‘service catalogue’ and a ‘service portfolio’, and challenges of developing a ‘service portfolio’ Demonstrates limited understanding of differences between a ‘service catalogue’ and a ‘service portfolio’, and challenges of developing a ‘service portfolio’ Inadequate understanding of differences between a ‘service catalogue’ and a ‘service portfolio’, and challenges of developing a ‘service portfolio’ 20 Part 5 Demonstrates sophisticated understanding of ITSM tools. Comprehensive understanding of ITSM tools. Adequate understanding of ITSM tools. Limited understanding of ITSM tools. Inadequate understanding of ITSM tools. 15 Part 6 Clear conclusions and recommendations well-grounded in material presented demonstrating insights into ITSM and ITIL. Good development shown in conclusions and recommendations. Adequate development shown in conclusions and recommendations. Limited conclusions and recommendations do not build on analysis. Conclusions and recommendation s not drawn from material. 10 Total 100