LO1: demonstrate a critical awareness of the importance of IT service management and the need for organisations to ensure that effective


Word count: 3000–4000 words
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.
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.
Case study
Ho Chi Minh Securities Corporation Please download the case study from this link:
NOTE: ITIL® is a registered trademark of Axelos Limited.

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