ITECH7400 IT Service Management and Professional Culture ITSM Assignment

Solution.pdf

ITECH7400 IT Service Management and Professional Culture

CRICOS Provider No. 00103D Page 1 of 4

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 explains 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 an 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 pages.

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.

 

CRICOS Provider No. 00103D ITSM Assignment.docx Page 2 of 4

• 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.