CIS53008 | MANAGEMENT OF INFORMATION TECHNOLOGY SERVICES QUESTION | INFORMATION TECHNOLOGY

Important information

Before you proceed with the assignment, please read this section carefully and make sure you prepare and submit your assignment in accordance with the rules outlined here.

Academic integrity

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. 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

Late submission policy

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.

Team work

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 in class or through a request on the Study Desk.
• Only one team member should submit the assignment.
• You must provide the student names and student numbers of both team members on the title page of the report.

Referencing requirements

References are required and the Harvard AGPS standard of referencing must be used. Ensure that your report is fully referenced, including any references to the text book. Your report should include in-text references and a List of References.

Report 1 Requirements

Learning objectives

This assignment partially addresses three of the learning objectives of the course:

• LO1: integrate the fundamentals of business process management with service management in reference to the value IT can deliver to the enterprise

• LO2: critique current research on IT governance and service management and identify the need for organisations to ensure that effective processes are in place to manage the significant investment in IT infrastructure and services.

• • LO3: synthesise the nature and contribution of the IT service management standards and good practice frameworks such as IT Infrastructure Library (ITIL), ISO/IEC 20000 and IT4IT™ in providing good practice frameworks for IT service management

Activity A: Journal (maximum 200 words) (5 Marks

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 of report (10 Marks)

Your report should include a title page, letter of transmittal, executive summary and introduction to the report. State the name(s) of student(s) on the title page. The presentation of the report should be professional, resulting in clarity of message and information. Your referencing should be according Harvard AGPS style.

Activity B: 

Case study (maximum 1,500 words) (85 Marks)

Watch the video case study, then draw on the course materials and researching academic sources (e.g. textbook, journal/conference papers) to prepare a report as per the requirements presented here. You should use and cite at least five academic sources to support the discussions in your report.

In this video, the journey of adopting IT4IT™ at a company named at Delta Lloyd is presented. Particularly, the case study shows the usefulness of IT4IT™ for companies who use or wanting to use cloud computing.

For the purpose of this assignment, assume the role of consultant(s) who have been hired by Delta Lloyd to contribute to a review of their IT4IT™ adoption. You will prepare a report for the CEO of Delta Lloyd.

The purpose of report is to document the adoption of IT4IT™ at Delta Lloyd and reflect on the adoption process.

Your report should have an introduction, executive summary, body, conclusion and recommendations, and list of references. You may also include appendices.

The introduction should include a brief overview of the company and the scope of its IT operations/services, also the purpose of the report.

The body of your report should include:

• Background and justification of IT4IT adoption: The reasons why Delta Lloyd decided to adopt IT4IT™ (i.e. the challenges/problems/opportunities), the intended outcomes/ benefits of IT4IT™ adoption, implications of IT4IT™ for cloud computin

• Adoption road map: Overview of the IT4IT™ adoption /implementation process (road map)

• Challenges Delta Lloyd encountered during the adoption process

• Outcomes of IT4IT™ adoption in Delta Lloyd

• Recommendations to Delta Lloyd for improvement of their IT service management and achieving better outcomes from their IT4IT™ initiative.

Marking criteria

Criterion		HD	A	B	C		F	Max
								Marks
Activity/Task				A: Journal
Journal		Compelling and	Good structure and	Adequate structure	Adequate structure		Poor structure	5
		well-structured	comprehensive	and account of	but limited		and/or inadequate
		account.	account of activities.	activities.	description of		list of activities.
					activities.		Incoherent
		Activities clearly	Referencing	Minor errors in			account.
		described. Initiative	compliant with	referencing method.	Limited references
		clearly	Harvard AGPS		provided and/or		Lack of reference
		demonstrated.	referencing method		poorly formatted		list or poorly
			with some minor		reference list.		formatted
		Reference list	lapses.				references.
		provided and
		correctly formatted.
Presentation of		Professional	Carefully and	Shows organisation	Shows some		Disorganised/	10
report		presentation of	logically organised.	and coherence.	attempt to organise		incoherent.
		material resulting in			in a logical
		clarity of message	Title page and table	Adequate title page	manner.		Poor formatting,
		and information.	of contents clear and	and table of			or missing title
			accurate.	contents.	Some flaws in title		page, table of
		Professional			page and/or table		contents.
		appearance of title			of contents.
		page and accurate
		table of contents.
		Appendices are	Appendices  used  to	Adequate use of	Appendices not clearly identified or
		clearly labelled and	provide   appropriate	appendices for	referenced.
		referenced.	supporting material	report readability.
		Excellent clarity of	Expression fluent.	Grammar and	Grammar	and/or	Frequent
		expression.	Grammar and	spelling mainly	spelling	contains	mistakes in
		Grammar and	spelling accurate.	accurate.	errors.		grammar and/or
		spelling accurate.	Referencing	Most sources are	Gaps in		spelling.
		Referencing fully	compliant with	referenced. Minor	referencing and		Unsatisfactory
		compliant with	Harvard AGPS	errors in referencing	errors in in-text		referencing. Few
		Harvard AGPS	referencing method	method.	references or		or no references
		referencing method.	with some minor		reference list.		or inconsistent
			lapses.	Clear evidence of			reference
		Wide range of		research and	References are		method.
		appropriate sources	Variety of	application of	used in a purely
		appropriately	appropriate sources	textbook concepts.	descriptive way		No evidence of
		analysed, applied	appropriately		indicating		research or
		and discussed.	analysed, applied		limitations of		irrelevant sources
			and discussed.		understanding.		cited.
Activity/Task				Activity B: Case study
Introduction		Clearly introduces	Reasonable details of	.Basic facts on	Some aims		Lacks vital	10
and executive		the company and	company and report.	company and report.	identified.		information about
summary		scope of its IT	Has addressed the	Addressed the main			the company and
		operations/services					report.
		and the report.	purpose of the	purpose of the
		Has addressed the	assignment	assignment.			Fails to address
		purpose of the	coherently				the purpose of the
		assignment					assignment.
		comprehensively.

Criterion	HD	A	B	C	F	Max
						Marks
Background	Identifies all the	Identifies most of	Identifies some of	Identifies a few of	Fails to identify	25
and	motivations behind	the motivations	the motivations	the motivations	the motivations
justification	the companies	behind the	behind the	behind the	behind the
of IT4IT	IT4IT™ adoption	companies IT4IT™	companies IT4IT™	companies	companies
	and demonstrates	adoption and	adoption and	IT4IT™ adoption	IT4IT™
adoption
	sophisticated	demonstrates	demonstrates	and demonstrates	adoption.
	understanding of	comprehensive	adequate	limited
	IT4IT™ relevance	understanding of	understanding of	understanding of
	to business and IT.	IT4IT™ relevance	IT4IT™ relevance	IT4IT™ relevance
		to business and IT.	to business and IT.	to business and
				IT.
Adoption  road	Demonstrates	Demonstrates	Demonstrates	Demonstrates	Inadequate	10
map	sophisticated	comprehensive	adequate	limited	understanding of
	understanding of	understanding of	understanding of	understanding of	IT4IT™
	IT4IT™ adoption	IT4IT™ adoption	IT4IT™ adoption	IT4IT™ adoption	adoption
	process.	process.	process.	process.	process.
Challenges	Demonstrates	Demonstrates	Demonstrates	Demonstrates	Inadequate	15
	sophisticated	comprehensive	adequate	limited	understanding of
	understanding of	understanding of	understanding of	understanding of	challenges of
	challenges of	challenges of	challenges of	challenges of	IT4IT™
	IT4IT™ adoption.	IT4IT™ adoption.	IT4IT™ adoption.	IT4IT™ adoption.	adoption.
Outcomes	Demonstrates	Comprehensive	Adequate	Limited	Inadequate	15
	sophisticated	understanding of	understanding of	understanding of	understanding of
	understanding of	IT4IT™ outcomes	IT4IT™ outcomes	IT4IT™ outcomes	IT4IT™
	IT4IT™ outcomes				outcomes
Conclusion and	Clear conclusions	Good development	Adequate	Limited	Conclusions  and	10
Recommendations	and	shown in	development shown	conclusions do	recommendation
	recommendations	conclusions and	in conclusions and	not build on	s.   Not   drawn
	well- grounded in	recommendations.	recommendations.	analysis.	from material.
	material presented
	demonstrating
	insights into ITSM
	and IT4IT™
Total						100