CIS5308 Management of IT Services 2016 Sem 1 Assignment 4 - Page 1 © University of Southern Queensland Assignment 4 Important information 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 as outlined in USQ Policy Library: Academic Integrity Policy and Procedure. 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 Please note that: 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: http://policy.usq.edu.au/documents.php?id=14749PL#4.2_Assignments  Assessment of Compassionate and Compelling Circumstances Procedures: http://policy.usq.edu.au/documents.php?id=131150PL 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. 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CIS5308 Management of IT Services 2016 Sem 1 Assignment 4 - Page 2 © University of Southern Queensland Assignment 4 Description Marks out of Wtg(%) Due date Assignment 4 Word count: 7,000–8,000 words 100 50 13 June 2016 This assignment specifically addresses four of the learning objectives of the course: ● LO1: demonstrate a critical awareness of the importance of IT service management and the need for organisations to ensure that effective processes are in place to manage the significant investment in IT infrastructure ● LO2: demonstrate an awareness of the nature and contribution of the IT Infrastructure Library (ITIL) and ISO/IEC 20000 in providing good practice frameworks for IT service management ● LO3: demonstrate the capacity to comprehend and evaluate the objectives, activities and associated roles and responsibilities to enable effective planning, management and improvement of IT service processes. ● LO4: apply the international standard for IT service management to case studies including the IT service strategy, service design, service transition, service operation and continual service improvement. Requirements This assignment is an individual assignment, therefore you cannot work in a team for this assignment. Submit your assignment individually. One case study article is provided on OKD HBZS Mining Rescue Services. For the purpose of this assignment, assume the role of a consultant who have been hired by HBZS to contribute to a review of IT Service Management at HBZS. You will prepare a report for Mr Tomáš Gurny, the IT Manager at HBZS. Refer to the marking criteria for details of mark allocations. Note: the word count does not include letter of transmittal, executive summary, references or appendices. USQ has a licence for Turnitin software. This online software enables students to check their assignment prior to submission. I encourage all students to use this facility to avoid allegations of academic misconduct from unintentional plagiarism from internet sources. Referencing requirements for assignment 4 References are required and the Harvard AGPS standard of referencing must be used. Plagiarism, collusion and cheating will be severely penalised as per the Academic Integrity Procedure Penalty Schedule. CIS5308 Management of IT Services 2016 Sem 1 Assignment 4 - Page 3 © University of Southern Queensland Ensure that your reports are fully referenced, including any reference to the text book. Your report should include in-text references and a List of References. Another 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 – you must put the ideas/information in your own words. Activity A: Journal (maximum 500 words) 10% 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 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. Activity B: Case study (max 7,500 words) 90% Structure, presentation and introduction 10% Your report should include a letter of transmittal, executive summary and introduction to the report. Part 1. Ongoing ITSM at HBZS 15% Based on the first and second phase of the ITIL adoption as described in the case study, advise Mr Gurny on future improvements to ITSM at HBZS. For example, should additional ITIL processes be adopted, or should the existing processes be improved? Part 2. Service Transition 20% Mr Gurny is aware that the Service Transition phase causes many operational issues in other firms. From your reading of the case and knowledge from the course, discuss the Service Transition processes in place at HBZS and advise Mr Gurney on the critical transition processes and how these processes are inter-related to other ITIL and HBSZ processes. Part 3. Service Operation 20% CIS5308 Management of IT Services 2016 Sem 1 Assignment 4 - Page 4 © University of Southern Queensland One of current challenges is the possibility that HBZS will totally outsource the IT department. The case mentions a few of the ITIL Service Operation processes and the Service Desk function. Mr Gurney has asked for your advice regarding the benefits and limitations of outsourcing only the Service Desk while maintaining the other functions of the internal IT department. Part 4. CSI and Business-IT Alignment 15% Mr Gurney has mentioned that the IT department moved from a technological point of view to a service point of view. He intends to establish a formalised continual service improvement (CSI) process. Discuss the current service reporting in place, and how it could be extended in the future. What is your advice to Mr Gurney on how he can foster the Business-IT partnership at all levels of the HBZS? Part 5. Conclusions and Recommendations to the IT Manager 10% Provide a summary of your findings and make recommendations to the IT Manager. Case study OKI HBZS Mining Rescue Services Please download the case study from this link: https://www.axelos.com/case-studies-and-white-papers/hbzs-mining-rescue-services-itil-in-asmb NOTE: ITIL® is a registered trademark of Axelos Limited. CIS5308 Management of IT Services 2016 Sem 1 Assignment 4 - Page 5 © University of Southern Queensland Criterion HD A B C F Max Marks Activity/Task A: Journal Journal Compelling and well-structured account. Activities clearly described. Initiative clearly demonstrated. Reference list provided and correctly formatted. Good structure and comprehensive account of activities. Referencing compliant with Harvard AGPS referencing method with some minor lapses. Adequate structure and account of activities. Minor errors in referencing method. Adequate structure but limited description of activities. Limited references provided and/or poorly formatted reference list. Poor structure and/or inadequate list of activities. Incoherent account. Lack of reference list or poorly formatted references. 10% Activity/Task B: Report Presentation of report Professional presentation of material resulting in clarity of message and information. Professional appearance of title page and accurate table of contents. 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. Poor formatting, or missing title page, table of contents. 5% 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 fully compliant with Harvard AGPS referencing method. Wide range of appropriate sources appropriately analysed, applied and discussed. Expression fluent. Grammar and spelling accurate. Referencing compliant with Harvard AGPS referencing method 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. Gaps in referencing and errors in in-text references or reference list. References are used in a purely descriptive way indicating limitations of understanding. Frequent mistakes in grammar and/or spelling. Unsatisfactory referencing. Few or no references or inconsistent reference method. No evidence of research or irrelevant sources cited. Clear and concise letter of transmittal, executive summary, suitable tone and style for Senior Manager. Format suitable Senior Manager except for minor lapses in audience focus. At times language is unclear and/or unsuitable for Senior Manager audience. Language is poorly executed or uses too much jargon. Lacks letter of transmittal or executive summary. Style not appropriate for Senior Manager. CIS5308 Management of IT Services 2016 Sem 1 Assignment 4 - Page 6 © University of Southern Queensland Criterion HD A B C F Max Marks Activity/Task Introduction Attention to purpose 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 company and report. Fails to address the purpose of the assignment. 5% Activity/Task B1: Future Development of ITSM Consider next stage of ITSM Provides excellent description of future direction of ITSM at HBZS. Clearly describes description of future direction of ITSM at HBZS. Adequate description of description of future direction of ITSM at HBZS. Limited description of description of future direction of ITSM at HBZS. Incomplete or inappropriate description of description of future direction of ITSM at HBZS. 15% B2: IT Service Transition ITIL transition processes at HBZS Demonstrates sophisticated understanding of IT service transition phase. Comprehensive understanding of IT service transition processes. Adequate understanding of IT service transition processes. Limited understanding of IT service transition processes. Inadequate understanding of IT service transition phase. 10% Links between service transition processes, other ITIL and HBZS processes Provides excellent analysis of links between IT ST phase and other processes at HBZS. Clear analysis of links between IT ST phase and other processes at HBZS. Adequate analysis of links between IT ST phase and other processes at HBZS. Limited description of links between IT ST phase and other processes at HBZS. Incomplete analysis of links between IT ST phase and other processes at HBZS. 10% B3: IT Service Operation Discuss service desk outsourcing option. Demonstrates sophisticated understanding of IT service operation phase. Comprehensive understanding of IT service operation phase. Adequate understanding of IT service operation phase. Limited understanding of IT service operation phase. Inadequate understanding of IT service operation phase. 15% Discuss service operation processes. Demonstrates sophisticated understanding of role of service desk. Comprehensive understanding of role of service desk. Adequate understanding of role of service desk. Limited understanding of role of service desk. Inadequate understanding of role of service desk. 5% B4: CSI and Business-IT Alignment Understanding of CSI and service reporting. Demonstrates sophisticated ability to grasp CSI and service reporting Provides a good evaluation of CSI and service reporting. Provides satisfactory evaluation of CSI and service reporting Provides limited evaluation of CSI and service reporting Inappropriate or missing evaluation of CSI and service reporting. 15% B5: Conclusion and Recommendations Conclusions and recommendations Clear conclusions and recommendations well- grounded in material presented demonstrating insights into ITSM concepts. Good development shown in conclusions and recommendations. Adequate development shown in conclusions and recommendations. Limited conclusions. Recommendations do not build on analysis. Conclusions and recommendation s not drawn from material. 10% Total 100%