CIS3008 IT Service Management 2015 Sem 1 Major Assignment 1
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:
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:
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
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.
CIS3008 IT Service Management 2015 Sem 1 Major Assignment 2
Assignment 3
Description Marks out of Wtg(%) Due date
Assignment 3
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.
Requirements
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
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.
report should include in-text references
Another useful link on referencing is from USQ’s Library site:
http://www.usq.edu.au/library/referencing
Do not repeat verbatim large slabs of in
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
If you are working in a team, clearly state the activities of each team member.
Submit this journal as an appendix to activity B.
documents, such as white papers, should be listed at the end of the journal.
Activity B: Case study (max 3,500 words) 90%
Report structure & presentation
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
manage IT services.
IT Service Management 2015 Sem 1 Major Assignment
USQ has a licence for Turnitin software. This online software enables students to check their
ssignment 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.
text references and a List of References.
link on referencing is from USQ’s Library site:
http://www.usq.edu.au/library/referencing
Do not repeat verbatim large slabs of information from other sources such as the text
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
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.
t 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 3,500 words) 90%
presentation (5%) and introduction (5%)
r 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
Major Assignment 3
USQ has a licence for Turnitin software. This online software enables students to check their
ssignment prior to submission. I encourage all students to use this facility to avoid
allegations of academic misconduct from unintentional plagiarism from internet sources.
References are required and the Harvard AGPS standard of referencing must be used.
Ensure that your reports are fully referenced, including any reference to the text book. Your
formation from other sources such as the text – you
Prepare a journal that records your activities and progress related to completing this
If you are working in a team, clearly state the activities of each team member.
Any references to web pages and online
Activity B: Case study (max 3,500 words) 90%
r report should include a letter of transmittal, executive summary and introduction to the
sses in place to
CIS3008 IT Service Management 2015 Sem 1 Major Assignment 4
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.
Case study
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-study-vodafone-ireland-it-groupsees-huge-roi-by-emphasizing-business-service-delivery/
retrieved 11/02/2015
NOTE: ITIL® is a registered trademark of Axelos Limited.
CIS3008 IT Service Management 2015 Sem 1 Major Assignment 5
© University of Southern Queensland
Criterion HD A B C F Max
Marks
Activity/Task A: Journal (10%)
Journal Compelling and wellstructured
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 structure & presentation (5%)
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 to
improve 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.
CIS3008 IT Service Management 2015 Sem 1 Major Assignment 6
© University of Southern Queensland
Criterion HD A B C F Max
Marks
Activity/Task Introduction (5%)
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 the
company and
report.
Fails to address
the purpose of
the assignment.
5%
Activity/Task B1: Importance of ITSM (15%)
Explain
importance of
ITSM and IT
services
Provides excellent
description of
importance of ITSM and
IT services at Vodafone.
Clearly describes
importance of ITSM
and IT services at
Vodafone.
Adequate
description of
importance of
ITSM and IT
services at
Vodafone.
Limited
description of
importance of
ITSM and IT
services at
Vodafone.
Incomplete or
inappropriate
description of
importance of
ITSM and IT
services at
Vodafone.
15%
B2: IT Service Strategy (20%)
ITIL strategic
processes
implemented
at Vodafone
Provides excellent
analysis of strategic
ITSM processes at
Vodafone
Clear analysis of
strategic ITSM
processes at
Vodafone
Adequate analysis
of strategic ITSM
processes at
Vodafone
Limited
description of
strategic ITSM
processes at
Vodafone
Incomplete
analysis of
strategic ITSM
processes at
Vodafone.
10%
Improvements
to IT service
strategy
processes
Demonstrates excellent
critical awareness and
ability to apply ITIL
framework to case.
Good critical
awareness and
ability to apply ITIL
framework to case.
Adequate critical
awareness and
ability to apply ITIL
framework to case.
Limited critical
awareness and
ability to apply
ITIL framework to
case.
Poor level of
critical
awareness and
ability to apply
ITIL framework
to case.
10%
B3: IT Service Design (20%)
Discuss
contribution
of IT service
design phase.
Demonstrates
sophisticated
understanding of IT
service design phase.
Comprehensive
understanding of IT
service design
processes.
Adequate
understanding of IT
service design
processes.
Limited
understanding of
IT service design
processes.
Inadequate
understanding of
IT service design
phase.
15%
Discuss most
important
service design
processes.
Demonstrates
sophisticated
understanding of role of
service design
processes.
Comprehensive
understanding of
role of service
design processes
Adequate
understanding of
role of service
design processes.
Limited
understanding of
role of I service
design processes.
Inadequate
understanding of
role of service
design
processes.
5%
Activity/Task B4: ISO/IEC 20000 (15%)
Understandin
g of ISO/IEC
20000
Demonstrates
sophisticated ability to
reflect on the value of
ISO/IEC 20000.
Provides a good
evaluation of
ISO/IEC 20000.
Provides
satisfactory
evaluation of
ISO/IEC 20000.
Provides limited
evaluation of
ISO/IEC 20000.
Inappropriate or
missing
evaluation of
ISO/IEC 20000.
15%
Activity/Task B5: Conclusion and Recommendations (10%)
Conclusions
and
recommendati
ons
Clear conclusions and
recommendations wellgrounded
in material
presented demonstrating
insights into ITSM
concepts.
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%