PREPARE A JOURNAL RECORDS YOUR ACTIVITIES RELATED TO COMPLETING

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Learning objectives

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

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

LO4: evaluate the objectives, activities and associated roles and responsibilities to enable effective planning, management and improvement of IT service processes

LO5: appraise implementation of selected IT service management standards and good practice frameworks in case studies including aspects of IT service strategy, service design, service transition, service operation and continual service improvement.

Activity A: Journal (maximum 250 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, and referencing (10 Marks)

Your report should include a title page, letter of transmittal, and executive summary. 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.

You should use at least 5 academic references. Academic references include peer-reviewed journal/conference papers and books published by recognised publishers.

Activity B: Case study (maximum 3,500 words) (85 Marks)

For the purpose of this assignment, assume the role of consultant(s) who have been hired by the case organisation (NNIT) to contribute to a review of ITSM at the organisation. You will prepare a report for the Head of IT at NNIT.

Read the following case study, then draw on the course material and other academic resources (e.g. journal/conference papers, books) to answer the following questions.

Serifovski, N. & Skytte, N. 2014, Building a service portfolio, AXELOS.

Part 1: Introduction (5 Marks)

Provide a brief introduction that describes the case study report.

Part 2: Importance of ITSM at NNIT (10 Marks)

Explain why is it important for NNIT to have effective processes in place to manage IT services.

Part 3: ITIL processes (25 Marks)

Based on the case study, identify the ITIL processes in place at NNIT and report them in a table, categorised by ITIL lifecycle stages. Based on the case and your knowledge, which of the ITIL processes are of the highest priority to be implemented/improved for NNIT? Justify your selection.

Part 4: Service Strategy (20 Marks)

According to the case study, few IT service providers have a service portfolio and the difference between a service catalogue and a service portfolio is commonly not well understood. Based on the case study and your knowledge, explain the main differences between a ‘service catalogue’ and a ‘service portfolio’. What are the main factors that helped NNIT to implement a service portfolio?

Part 5: Service Portfolio Tool (15 Marks)

According to the case study at the time of designing the service portfolio framework at NNIT no ITSM tools were available with the required functionalities to support the management of a service portfolio. Based on your research of available ITSM tools, provide a short list and description of three ITSM tools that could be considered for portfolio management.

Part 6: Conclusions and recommendations (10 Marks)

Summarise the key strength and weaknesses of ITSM implementation at NNIT you learnt from this case study. Provide recommendations for further improvement if ITSM at NNIT, including your preferred ITSM tool for portfolio management.

Marking criteria

Criterion	HD	A	B	C	F	Max Marks
Activity/Task	A: Journal
Journal	Compelling and well-structured account. Activities clearly described. Initiative clearly demonstrated.	Good structure and comprehensive account of activities.	Adequate structure and account of activities.	Adequate structure but limited description of activities.	Poor structure and/or inadequate list of activities. Incoherent account.	5
Activity/Task	Presentation of report
Presentation of report	Professional presentation of material resulting in clarity of message and information. Well-developed title page, letter of transmittal, and executive summary	Carefully and logically organised. Title page and table of contents clear and accurate.	Shows organisation and coherence. Adequate title page and table of contents.	Shows some attempt to organise in a logical manner. Some flaws in title page and/or table of contents.	Disorganised/ incoherent. No title page, letter of transmittal, and executive summary	10
	Appendices are clearly labelled and referenced.	Appendices used to provide appropriate supporting material	Adequate use of appendices for report readability.	Appendices not clearly identified or referenced.
	Excellent clarity of expression. Grammar and spelling accurate. Referencing conforms to Harvard AGPS method. Wide range of appropriate sources appropriately analysed, applied and discussed.	Expression fluent. Grammar and spelling accurate. Referencing method good with some minor lapses. Variety of appropriate sources appropriately analysed, applied and discussed.	Grammar and spelling mainly accurate. Most sources are referenced. Minor errors in referencing method. Clear evidence of research and application of textbook concepts.	Grammar and/or spelling contains errors. Limited references provided and/or poorly formatted reference list. References are used in a purely descriptive way indicating limitations of understanding.	Frequent mistakes in grammar and/or spelling. Lack of reference list or poorly formatted references. No evidence of research or irrelevant sources cited.
Activity/Task	B: Report Content
Part 1	Clearly introduces the company and report. Has addressed the purpose of the assignment comprehensively.	Reasonable details of company and report. Has addressed the purpose of the assignment coherently	Basic facts on company and report. Addressed the main purpose of the assignment.	Some aims identified.	Lacks vital information about the company and report. Fails to address the purpose of the assignment.	5

Criterion	HD	A	B	C	F	Max Marks
Part 2	Demonstrates sophisticated understanding of advantages/signific ance of ITIL adoption.	Demonstrates comprehensive understanding of advantages/signific ance of ITIL adoption.	Demonstrates adequate understanding of advantages/signific ance of ITIL adoption.	Demonstrates limited understanding of advantages/signifi cance of ITIL adoption.	Inadequate understanding of understanding of advantages/signi ficance of ITIL adoption.	10
Part 3	Demonstrates sophisticated understanding of ITIL processes.	Comprehensive understanding of ITIL processes	Adequate understanding of ITIL processes	Limited understanding of ITIL processes	Inadequate understanding of ITIL processes	25
Part 4	Demonstrates sophisticated understanding of differences between a ‘service catalogue’ and a ‘service portfolio’, and challenges of developing a ‘service portfolio’	Demonstrates comprehensive understanding of differences between a ‘service catalogue’ and a ‘service portfolio’, and challenges of developing a ‘service portfolio’	Demonstrates adequate understanding of differences between a ‘service catalogue’ and a ‘service portfolio’, and challenges of developing a ‘service portfolio’	Demonstrates limited understanding of differences between a ‘service catalogue’ and a ‘service portfolio’, and challenges of developing a ‘service portfolio’	Inadequate understanding of differences between a ‘service catalogue’ and a ‘service portfolio’, and challenges of developing a ‘service portfolio’	20
Part 5	Demonstrates sophisticated understanding of ITSM tools.	Comprehensive understanding of ITSM tools.	Adequate understanding of ITSM tools.	Limited understanding of ITSM tools.	Inadequate understanding of ITSM tools.	15
Part 6	Clear conclusions and recommendations well-grounded in material presented demonstrating insights into ITSM and ITIL.	Good development shown in conclusions and recommendations.	Adequate development shown in conclusions and recommendations.	Limited conclusions and recommendations do not build on analysis.	Conclusions and recommendation s not drawn from material.	10
Total						100

PREPARE A JOURNAL RECORDS YOUR ACTIVITIES RELATED