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:
• 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.
• 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 16 May 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.
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.
One articles is provided on Ho Chi Minh Securities Corporation.
For the purpose of this assignment, assume the role of consultant(s) who have been hired by Ho Chi Minh Securities Corporation (HSC) to contribute to a review of IT Service Management at HSC. You will prepare a report for Mr Anh Diep, Head of IT at HSC.
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 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.
Structure, presentation and introduction 10%
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 HSC 15%
Explain why is it important for HSC 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. HSC intends to continue their ITIL adoption with processes from the Service Strategy phase. Discuss the Service Strategy processes and advise Mr Diep on how HSC could benefit from their implementation.
Part 3. Service Design 20%
Identify the Service Design processes in place at HSC. Do you recommend that HSC should continue to implement Service Design processes? Based on the case and your knowledge, which of the service design processes are of the highest priority for HSC? Justify your selection.
Part 4. ISO/IEC 20000 Certification 15%
HSC is now considering ISO/IEC 20000 certification. Mr Diep has asked you to advise on the decision. Provide a brief of why HSC should or should not seek certification for ISO/IEC20000. Identify the benefits and drawbacks of certification.
Part 5. Conclusions and Recommendations to the Head of IT 10%
Provide a summary of your findings and make recommendations to the Head of IT.
Ho Chi Minh Securities Corporation Please download the case study from this link:
NOTE: ITIL® is a registered trademark of Axelos Limited.
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 cle arly identified or referenced.
Excellent clarity of expression. Grammar and
Referencing fully compliant with Harvard AGPS referencing method.
Wide range of appropriate sources appropriately analysed, applied and discussed. Expression fluent. Grammar and
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.
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%
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Criterion HD A B C F Max Marks
Activity/Task B1: Importance of ITSM
Explain importance of ITSM and IT services Provides excellent description of importance of ITSM and IT services at HSC. Clearly describes importance of ITSM and IT services at HSC. Adequate description of importance of ITSM and IT services at HSC. Limited description of importance of ITSM and IT services at HSC. Incomplete or inappropriate description of importance of ITSM and IT services at HSC. 15%
B2: IT S ervice Strategy
ITIL strategic processes for
HSC Demonstrates sophisticated understanding of IT service strategy phase. Comprehensive understanding of IT service strategy processes. Adequate understanding of IT service strategy processes. Limited understanding of IT service strategy processes. Inadequate understanding of IT service strategy phase. 10%
Benefits of IT service strategy processes Provides excellent analysis of benefits of strategic ITSM processes at HSC Clear analysis of benefits of strategic
ITSM processes at
HSC Adequate analysis of benefits of strategic ITSM processes at HSC Limited description of benefits of strategic ITSM processes at HSC Incomplete analysis of benefits of strategic ITSM processes at HSC. 10%
B3: IT Ser vice Design
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%
B4: IS O/IEC 20000
Understanding 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%
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 and recommendations do not build on analysis. Conclusions and recommendation s not drawn from material. 10%
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