Students are required to analyse the weekly lecture material of weeks 1 to 8 and create concise content analysissummaries of the theoretical concepts contained in the course lecture slides. The content analysis should not exceed ten (10) A4 sides of paper.
Content Analysis Assignment ITECH7400IT Service Management and Professional Culture Content Analysis Assignment Overview This assignment has three major aims: · To help students gain good understanding of all ITECH7400 material. · To encourage students to use content analysis summaries to prepare for tests, examinations and to help their understanding of concepts. · To encourage students to conduct independent investigation into related topics from books, the Internet, and through practical investigation. Engagement with this assignment should help students to prepare for the weekly multiple choice tests (10%), the theory test (0%) in week 8 and the end of semester examination (60%). Timelines and Expectations Students are required to analyse the weekly lecture material of weeks 1 to 8 and create concise content analysissummaries of the theoretical concepts contained in the course lecture slides. The content analysis should not exceed ten (10) A4 sides of paper. Suggestions as to possible inclusions in your content analysis will appear in weekly Work Plan documents on Moodle. The aim of this assessment task is to help ITECH7400 students to fully comprehend the course material and hence help them to pass tests and the examination. Learning Outcomes Assessed The following course learning outcomes are assessed by completing this assessment: · K3. Describe contemporary approaches to dealing with the social impact of technology in a changingIT 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 impacton IT organisational culture in a service driven environment. · K6.Investigate skills frameworks and develop an awareness of industry certifications relevant to IT professionals. · 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. · 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. By the start of Week 10, all students should have completed their content analysis. Students are required to submit their content analysis to Moodle by Friday, May 24, 2019, 17:00. Marking Marks will be available in Moodle and in FDLMarks by the end of week 12 of semester. Marking Guidelines Content precisely presented based on references 20 Marks Presentation (Layout, no grammatical errors, reads well, etc.) 5 Marks Cited references 5 Marks Total marks for content analysis assignment 30 Marks Total worth 15 Marks CRICOS Provider No. 00103D Content Analysis ePortfolio Assignment.docx Page 1 of 2 CRICOS Provider No. 00103D Content Analysis ePortfolio Assignment.docx Page 2 of 2 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 applicable to all types of organization that provide services to a business. ITIL Complementary Guidance: A set of publications with guidance specific to industry sectors, organization types, operating models and technology architectures. Shares many of the same processes, functions, and lifecycle steps as ITIL core. ITIL Library Components School of Science, Engineering & Information Technology 16 The Service Lifecycle The service lifecycle is an approach to IT service management that emphasizes the importance of coordination and control across the various functions, processes and systems necessary to manage the full lifecycle of IT services. The service management lifecycle approach considers the strategy, design, transition, operation and continual improvement of IT services. School of Science, Engineering & Information Technology 17 The Service Lifecycle (Cont.) Service Strategy (SS) – establishes an overall strategy for IT Services & ITSM Service Design (SD) – establish solutions to meet requirements Service Transition (ST) –managing the transition through the lifecycle Service Operation (SO) – day-to-day management of IT Services Continual Service Improvement (CSI) – managing improvements to IT Services and ITSM Processes School of Science, Engineering & Information Technology Each of these publications covers a stage of the service lifecycle from the initial definition and analysis of business requirements in service strategy (SS) and service design (SD), through migration into the live environment within service transition (ST), to live operation and improvement in service operation (SO) and continual service improvement (CSI). The term ‘continual’