CIS3008 IT Service Management 2015 Sem 1 Major Assignment 1
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:
The following is the USQ Assessment – Assignment (Late Submission) and Compassionate and Compelling Circumstances procedure that 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: http://policy.usq.edu.au/documents.php?id=131150PL
Students seeking extensions for any Assignment work must provide appropriate documentation to support their request before the due date of the assignment (see points 4.3 and 4.4 in the Assessment of Compassionate and Compelling Circumstances Procedures above to see what is considered as Compassionate and Compelling reason for an extension and the level of documentation that will be needed).
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.
• The StudyDesk Assignments submission tool will accept late assignments up until 23:55pm on the 10th University Business Day after the due date.
Description Marks out of Wtg(%) Due date
Word count: 3000–4000 words 100 30 18 May 2015
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.
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. It is up to you to find a team-mate and this can usually be achieved through a request on the Study Desk.
Submit only one assignment if you elect to work as a team to complete this assignment. Note that marks will be awarded on the basis of the student name(s) and student number(s) that appear in the file name and in the report introduction.
Two articles are provided on Vodafone Ireland’s IT Group.
For the purpose of this assignment, assume the role of consultant(s) who have been hired by Vodafone Ireland to contribute to a review of IT Service Management at Vodafone Ireland.
You will prepare a report for Mr Shane Gaffney, Head of IT Operations at Vodafone Ireland.
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.
CIS3008 IT Service Management 2015 Sem 1 Major Assignment 3
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 3
References are required and the Harvard AGPS standard of referencing must be used. Plagiarism, collusion and cheating will be severely penalised.
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.
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.
Report structure & presentation (5%) and introduction (5%)
Your report should include a letter of transmittal, executive summary and introduction to the report. State the name(s) of student(s).
Part 1. Importance of ITSM at Vodafone Ireland 15%
Explain why is it important for Vodafone Ireland to have effective processes in place to manage IT services.
Part 2. Service Strategy 20%
Many organisations manage their IT services at an operational level without a clear strategic focus. Consider the processes comprising the ITIL service strategy phase. Which of these processes have been implemented at Vodafone Ireland? Do you consider that Vodafone Ireland could make improvements to its IT service strategy processes?
Part 3. Service Design 20%
Gaffney refers to the Service Model. Consider the ITIL service design phase and discuss how the service design processes could contribute to the service model. Based on the case, which of the service design processes are of the highest priority for Vodafone? Justify your selection.
Part 4. ISO/IEC 20000 Certification 15%
Vodafone Ireland is now considering ISO/IEC 20000 certification. Mr Gaffney has asked you to advise on the decision. Provide a brief of why Vodafone Ireland should or should not seek certification for ISO/IEC20000. Identify the benefits and drawbacks of certification.
Part 5. Conclusions and Recommendations to the Head IT Operations 10%
Provide a summary of your findings and make recommendations to the Head IT Operations.
Note that there are two documents to read for this assignment.
Vendors such as HP use publish case studies to promote their products.
Vodafone Ireland implements world-class service excellence with HP BSM
Source: http://www8.hp.com/h20195/v2/GetDocument.aspx?docname=4AA3-8522ENW retrieved 11/02/2015
Case Study: Vodafone Ireland IT Group Sees Huge ROI
Source: http://www.zdnet.com/article/hp-discover-case-studyvodafone-ireland-it-groupsees-huge-roi-by-emphasizing-business-service-delivery/ retrieved 11/02/2015
NOTE: ITIL® is a registered trademark of Axelos Limited.
© University of Southern Queensland
Criterion HD A B C F
Activity/Task Introduction (5%)
Attention to Clearly introduces the Reasonable details .Basic facts on Some aims Lacks vital 5% purpose company and report. of company and company and identified. information
report. report. about the
Has addressed the Addressed the main company and purpose of the Has addressed the purpose of the report. assignment purpose of the assignment.
comprehensively. assignment Fails to address coherently the purpose of
Activity/Task B1: Importance of ITSM (15%)
Explain Provides excellent Clearly describes Adequate Limited Incomplete or 15% importance of description of importance of ITSM description of description of inappropriate ITSM and IT importance of ITSM and and IT services at importance of importance of description of services IT services at Vodafone. Vodafone. ITSM and IT ITSM and IT importance of
services at services at ITSM and IT
Vodafone. Vodafone. services at
B2: IT Service Strategy (20%)
ITIL strategic Provides excellent Clear analysis of Adequate analysis Limited Incomplete 10% processes analysis of strategic strategic ITSM of strategic ITSM description of analysis of
implemented ITSM processes at processes at processes at strategic ITSM strategic ITSM at Vodafone Vodafone Vodafone Vodafone processes at processes at Vodafone Vodafone.
Improvements Demonstrates excellent Good critical Adequate critical Limited critical Poor level of 10% to IT service critical awareness and awareness and awareness and awareness and critical strategy ability to apply ITIL ability to apply ITIL ability to apply ITIL ability to apply awareness and
processes framework to case. framework to case. framework to case. ITIL framework to ability to apply
case. ITIL framework
B3: IT Service Design (20%)
Discuss Demonstrates Comprehensive Adequate Limited Inadequate 15% contribution sophisticated understanding of IT understanding of IT understanding of understanding of of IT service understanding of IT service design service design IT service design IT service design design phase. service design phase. processes. processes. processes. phase.
Discuss most Demonstrates Comprehensive Adequate Limited Inadequate 5%
important sophisticated understanding of understanding of understanding of understanding of service design understanding of role of role of service role of service role of I service role of service
processes. service design design processes design processes. design processes. design processes. processes.
Activity/Task B4: ISO/IEC 20000 (15%)
Understandin Demonstrates Provides a good Provides Provides limited Inappropriate or 15%
g of ISO/IEC sophisticated ability to evaluation of satisfactory evaluation of missing
20000 reflect on the value of ISO/IEC 20000. evaluation of ISO/IEC 20000. evaluation of
ISO/IEC 20000. ISO/IEC 20000. ISO/IEC 20000.
Activity/Task B5: Conclusion and Recommendations (10%)
Conclusions Clear conclusions and Good development Adequate Limited Conclusions and 10% and recommendations well- shown in development shown conclusions and recommendation recommendati grounded in material conclusions and in conclusions and recommendations s not drawn from ons presented demonstrating recommendations. recommendations. do not build on material. insights into ITSM analysis. concepts.
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