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ITSM Assignment ITECH7400 IT Service Management and Professional Culture ITSM Assignment Overview ITSM is one of the key functionalities for organizations and allows organizations to achieve higher customer satisfaction, reduce delivery time, and provide service support as per customer requirement. In this assignment, students need to explore various aspects of ITSM in an organisation or a company that provides IT services and explain how ITSM can enhance business proposition. Examples could be Department of Education and Training, Department of Health and Human Services, Department of Jobs, Amazon, and HP. The aim of this assignment is to · Engage students with ITECH7400 material from Weeks 1 to 8; · Encourage students to conduct independent investigation into related topics from books, the Internet, and through practical investigation. · Understand what service management means and how it is applied in practice; · Evaluate a practical case with respect to service management best practices; · Understand how the services create business value in a practical case; · Understand how the service management could be developed and enhanced in practice; and · Plan and implement service management improvements in practice. Expectations and Timelines It is expected that students will form groups of 2 to 3 members by the second week of the semester. Only in exceptional cases will groups of a different size be allowed. Each group should prepare a report that contains the key topics of Weeks 1 to 8. The ITSM report should not exceed fifteen (15) A4 sides of paper. Students are required to prepare a presentation for their ITSM assignment. The presentations will happen during the scheduled tutorial session of Week 8. The presentation should contain 10 slides and it should not exceed more than 10 minutes. Learning Outcomes Assessed The following course learning outcomes are assessed by completing this assessment: · K1. Research and discuss underpinning theories of ethical philosophy and apply these in to a range of scenarios in IT workplace and service environments. · K3. Describe contemporary approaches to dealing with the social impact of technology in a changing IT service environment. · K4. Appraise IT service management practices and how they assist organisations. · K5. Debate the need for organisational change, the key influence of human behaviour and its impact on IT organisational culture in a service driven environment. · K6. Investigate skills frameworks and develop an awareness of industry certifications relevant to IT professionals. · S1. Evaluate cognitive and practical approaches required to manage IT professionals in collaborative global work context. · S2. Apply the IT service lifecycle, processes and functions in an organisational setting. · S3. Demonstrate and coordinate best practice IT service management in an organisational setting. · S4. Utilise professional presentation and communication approaches in a range of IT workplace and service settings. · A2. Implement and use service management processes and practices in a business organisational context. · A3. Apply skills frameworks and develop a career plan in readiness for transition into the IT profession. · V2. Appreciate the global nature of the IT industry. Assessment Details All work submitted must be authored by the student submitting the work or where material from other sources is included it must be referenced using APA referencing. Students found to have plagiarised will be dealt with according to university regulations. Submission Students should submit a single word or pdf file including their PowerPoint presentation slides. The submission link is in the ‘Assessment Information’ folder. By the start of Week 8, all students should have completed their ITSM assignment. The report and presentation slides must be uploaded by the scheduled tutorial session of Week 8. Marking Marks will be available in Moodle and in FDLMarks by the end of week 10 of semester. Marking Guidelines Report Content precisely presented based on references 12 Marks Readability and presentation of material (Layout, no grammatical errors, reads well, etc.) 5 Marks Cited references 3 Marks Total marks for ITSM assignment 20 Marks Total worth 10 Marks Presentation Presentation style: The presenter is confident, understandable and well-rehearsed. Students who read or do not understand the material will lose marks. 5 Marks Presentation and contents: How well has the topic been covered? Were significant aspects ignored? Were the descriptions accurate? Have all the stated requirements been fulfilled? 5 Marks Time 5 Marks Total marks for Presentation 15 Marks Total worth 5 Marks CRICOS Provider No. 00103D Page 1 of 3 CRICOS Provider No. 00103D Page 3 of 3 FIT9020 – Data Communications ITECH7400 – IT Service Management and Professional Culture Week 1 Lecture: Introduction to Service Management Copyright 2012 BCS, The Chartered Institute for IT IT SERVICE MANAGEMENT A Guide for ITIL Foundation Exam Candidates 2nd Edition, Ernest Brewster, Richard Griffiths, Aidan Lawes, and John Sansbury School of Science, Engineering & Information Technology Week 1: Introduction to Service Management Weeks 2-3: The Service Life Cycle Weeks 4-6: The Processes and Functions Week 7: Measurement, Metrics, and the Deming Cycle Week 8: Self Assessment Test Week 9: Professionalism Week 10: Structure and Management of Organizations Week 11: Internet Issues, Computer Misuse, and Ethics Week 12: Semester Review Course Outline School of Science, Engineering & Information Technology Assessment Components − Type A Task 1: ITSM Assignment and Presentation Due: In time tabled tutorial, Week 8 Weight: 15% Task 2: Content Analysis Assignment Due: Week 10, Friday 5pm Weight: 15% School of Science, Engineering & Information Technology Assessment Components − Type B Task 3: Weekly Multiple-Choice Tests Due: Fridays 5pm AEST Weight: 10% 10 tests, weeks 2 to 7, weeks 9 to 12 Task 5: Final Examination Weight: 60.0% Hurdle to pass: 50% of all assessment components School of Science, Engineering & Information Technology ITSM and ITIL Best practice versus good practice The ITIL framework The ITIL core The ITIL service management model Week 1: Lecture Outline School of Science, Engineering & Information Technology IT The product/service provider. Service A means of delivering value to customers by facilitating outcomes that customers want to achieve without the ownership of specific costs and risks. Customer who pays money to use IT product/service User who uses IT product/service without paying money IT, Service, Customer, and User School of Science, Engineering & Information Technology The outcomes that customers want to achieve are the reason why they purchase or use a service. The value of the service to the customer is directly dependent on how well a service facilitates these outcomes. 6 A company wants to help their team to handle the customer requests. The company's IT guy will check out for an efficient customer support tool for managing the tickets. Let's say, the admin chooses "Zoho Support" as the best fit. He can make his team use the product to answer the customer concerns. Now, the company becomes the CUSTOMER of Zoho (product) and the agents who work on the tickets become the USERS. Example School of Science, Engineering & Information Technology 7 Complete set of activities required to provide service to an organization, including policies and strategies to: • Plan • Design • Deliver • Operate • Control IT Service Management (ITSM) School of Science, Engineering & Information Technology ITSM refers to the entirety of activities – directed by policies, organized and structured in processes and supporting procedures – that are performed by an organization to design, plan, deliver, operate and control information technology (IT) services offered to customers. It is thus concerned with the implementation of IT services that meet customers' needs, and it is performed by the IT service provider through an appropriate mix of people, process and information technology. 8 In ITSM, a group of people share common standards and disciplines based on a high level of knowledge and skills, which are gained from organized education schemes supported by training through experience and are measured and recognized through formal qualifications. ITSM as a profession seeks to use its influence through the development of good practice guidance and advice in order to improve the standard of performance in its given field. ITSM is a profession School of Science, Engineering & Information Technology 9 A ‘best practice’ is a method or technique that has been generally accepted as superior to any alternatives because it produces results that are superior to those achieved by other means, or because it has become a standard way of doing things. One can compare actual job performance against these best practices and determine whether the job performance was lacking in quality. The specification for best practices may need updating to include lessons learned from the job performance being graded. Best Practice School of Science, Engineering & Information Technology 10 Enterprises should not be trying to ‘implement’ any specific best practice, but adapting and adopting it to suit their specific requirements. They may also draw upon other sources of good practice, such as public standards and frameworks, or the proprietary knowledge of individuals and other enterprises. Good Practice School of Science, Engineering & Information Technology 11 Sources of Good Practice School of Science, Engineering & Information Technology 12 Developed as a framework for organizations to use in order to perform ITSM. ITIL is not a standard in the formal sense but a framework which is a source of good practice in service management. ITIL allows the organization to establish a baseline from which it can plan, implement, and measure. It is used to demonstrate compliance and to measure improvement. Organizations should not be seeking to implement ITIL, but to implement a service management solution based on ITIL that meets the needs of the organization. IT Infrastructure Library (ITIL) School of Science, Engineering & Information Technology ITIL is a set of detailed practices for ITSM that focuses on aligning IT services with the needs of business. ITIL describes processes, procedures, tasks, and checklists which are not organization-specific or technology-specific, but can be applied by an organization for establishing integration with the organization's strategy, delivering value, and maintaining a minimum level of competency. 13 Control Objectives for Information and Related Technology (COBIT) Provides both good-practice and best-practice frameworks for IT management and IT governance. COBIT is broader than ITIL in its scope of coverage. ITIL focuses on ITSM and provides much more in-depth guidance in this area. ISO/IEC 20000 framework The formal standard for ITSM, which is aligned with, but not dependent on, ITIL. Many others! Are there other frameworks? School of Science, Engineering & Information Technology 14 ISO/IEC 20000 defines a set of requirements against which an organization can be independently audited and, if they satisfy those requirements, can be certificated to that effect. The requirements focus on what must be achieved rather than how that is done. ITIL provides guidance about how different aspects of the solution can be developed. ITIL vs ISO/IEC 20000 School of Science, Engineering & Information Technology 15 ITIL Core: Publications describing generic best practice that is