CIS5308 Management of IT Services 2016 Sem 1

Assignment 4 - Page 1

Assignment 4
Important information
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 as
outlined in USQ Policy Library: Academic Integrity Policy and Procedure. 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
Please note that:
USQs 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:

http://policy.usq.edu.au/documents.php?id=14749PL#4.2_Assignments

Assessment of Compassionate and Compelling Circumstances Procedures:

http://policy.usq.edu.au/documents.php?id=131150PL

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.

The StudyDesk Assignments submission tool will accept late assignments up until
23:55pm on the 10th University Business Day after the due date.

CIS5308 Management of IT Services 2016 Sem 1

Assignment 4 - Page 2

Assignment 4
Description

Marks out of

Wtg(%)

Due date

Assignment 4
Word count: 7,0008,000 words

100

50

13 June 2016

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.

Requirements
This assignment is an individual assignment, therefore you cannot work in a team for this
assignment. Submit your assignment individually.
One case study article is provided on OKD HBZS Mining Rescue Services.
For the purpose of this assignment, assume the role of a consultant who have been hired by
HBZS to contribute to a review of IT Service Management at HBZS. You will prepare a
report for Mr Tom Gurny, the IT Manager at HBZS.
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 4

References are required and the Harvard AGPS standard of referencing must be used.
Plagiarism, collusion and cheating will be severely penalised as per the Academic Integrity
Procedure Penalty Schedule.

CIS5308 Management of IT Services 2016 Sem 1

Assignment 4 - Page 3

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.
Another useful link on referencing is from USQs Library site:
<http://www.usq.edu.au/library/referencing>
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.

Activity A: Journal (maximum 500 words) 10%

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

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.

Activity B: Case study (max 7,500 words) 90%

Structure, presentation and introduction 10%
Your report should include a letter of transmittal, executive summary and introduction to the
report.
Part 1. Ongoing ITSM at HBZS 15%
Based on the first and second phase of the ITIL adoption as described in the case study,
advise Mr Gurny on future improvements to ITSM at HBZS. For example, should additional
ITIL processes be adopted, or should the existing processes be improved?
Part 2. Service Transition 20%
Mr Gurny is aware that the Service Transition phase causes many operational issues in other
firms. From your reading of the case and knowledge from the course, discuss the Service
Transition processes in place at HBZS and advise Mr Gurney on the critical transition
processes and how these processes are inter-related to other ITIL and HBSZ processes.
Part 3. Service Operation 20%

CIS5308 Management of IT Services 2016 Sem 1

Assignment 4 - Page 4

One of current challenges is the possibility that HBZS will totally outsource the IT
department. The case mentions a few of the ITIL Service Operation processes and the Service
Desk function. Mr Gurney has asked for your advice regarding the benefits and limitations of
outsourcing only the Service Desk while maintaining the other functions of the internal IT
department.
Part 4. CSI and Business-IT Alignment 15%
Mr Gurney has mentioned that the IT department moved from a technological point of view
to a service point of view. He intends to establish a formalised continual service improvement
(CSI) process. Discuss the current service reporting in place, and how it could be extended in
the future. What is your advice to Mr Gurney on how he can foster the Business-IT
partnership at all levels of the HBZS?
Part 5. Conclusions and Recommendations to the IT Manager 10%
Provide a summary of your findings and make recommendations to the IT Manager.

Case study
OKI HBZS Mining Rescue Services
Please download the case study from this link:
https://www.axelos.com/case-studies-and-white-papers/hbzs-mining-rescue-services-itil-in-asmb
NOTE: ITIL is a registered trademark of Axelos Limited.

CIS5308 Management of IT Services 2016 Sem 1

Criterion
Activity/Task
Journal

Activity/Task
Presentation of
report

HD

Assignment 4 - Page 5

A: Journal
Good structure and Adequate structure Adequate
Poor structure
comprehensive
and account of
structure but
and/or
account of activities. activities.
limited description inadequate list of
of activities.
activities.
Activities clearly
Referencing
Minor errors in
Incoherent
described. Initiative compliant with
referencing method. Limited references account.
clearly
Harvard AGPS
provided and/or
demonstrated.
referencing method
poorly formatted Lack of
with some minor
reference list.
reference list or
Reference list
lapses.
poorly formatted
provided and
references.
correctly formatted.
B: Report
Professional
Carefully and
Shows organisation Shows some
Disorganised/
presentation of
logically organised. and coherence.
attempt to
incoherent.
material resulting in
organise in a
clarity of message Title page and table Adequate title page logical 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.
spelling.
Referencing
Most sources are
Gaps in
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
and discussed.
understanding.
sources cited.
Clear and concise
Format suitable
At times language is Language is
Lacks letter of
letter of transmittal, Senior Manager
unclear and/or
poorly executed or transmittal or
executive summary, except for minor
unsuitable for
uses too much
executive
suitable tone and
lapses in audience Senior Manager
jargon.
summary. Style
style for Senior
focus.
audience.
not appropriate
Manager.
for Senior
Manager.
Compelling and
well-structured
account.

University of Southern Queensland

Max
Marks
10%

5%

CIS5308 Management of IT Services 2016 Sem 1

Criterion

HD

Assignment 4 - Page 6

Activity/Task
Attention to
purpose

Max
Marks

Introduction
Clearly introduces
the company and
report.

Reasonable details
of company and
report.

Has addressed the

purpose of the
assignment
comprehensively.

Has addressed the Addressed the main

purpose of the
purpose of the
assignment
assignment.
coherently
B1: Future Development of ITSM

Provides excellent
description of future
direction of ITSM at
HBZS.

Clearly describes
description of future
direction of ITSM at
HBZS.

Activity/Task
Consider next
stage of ITSM

Basic facts on
company and
report.

Some aims
identified.

Adequate
description of
description of future
direction of ITSM
at HBZS.

Lacks vital
information
about company
and report.

5%

Fails to address
the purpose of
the assignment.

Limited
description of
description of
future direction of
ITSM at HBZS.

Incomplete or
inappropriate
description of
description of
future direction
of ITSM at
HBZS.

15%

B2: IT Service Transition

ITIL transition
processes at
HBZS

Demonstrates
sophisticated
understanding of IT
service transition
phase.

Comprehensive
understanding of IT
service transition
processes.

Adequate
understanding of IT
service transition
processes.

Limited
understanding of
IT service
transition
processes.

Inadequate
10%
understanding of
IT service
transition phase.

Links between
service transition
processes, other
ITIL and HBZS
processes

Provides excellent
analysis of links
between IT ST
phase and other
processes at HBZS.

Clear analysis of
links between IT ST
phase and other
processes at HBZS.

Adequate analysis
of links between IT
ST phase and other
processes at HBZS.

Limited
description of
links between IT
ST phase and
other processes at
HBZS.

Incomplete
10%
analysis of links
between IT ST
phase and other
processes at
HBZS.

Limited
understanding of
IT service
operation phase.

Inadequate
understanding of
IT service
operation phase.

15%

Inadequate
understanding of
role of service
desk.

5%

Inappropriate or
missing
evaluation of
CSI and service
reporting.

15%

Conclusions and
recommendation
s not drawn from
material.

10%

Discuss service
Demonstrates
desk outsourcing sophisticated
option.
understanding of IT
service operation
phase.
Discuss service
Demonstrates
operation
sophisticated
processes.
understanding of
role of service desk.

B3: IT Service Operation

Comprehensive
Adequate
understanding of IT understanding of IT
service operation
service operation
phase.
phase.

Comprehensive
Adequate
Limited
understanding of
understanding of
understanding of
role of service desk. role of service desk. role of service
desk.
B4: CSI and Business-IT Alignment
Understanding of Demonstrates
Provides a good
Provides
Provides limited
CSI and service sophisticated ability evaluation of CSI
satisfactory
evaluation of CSI
reporting.
to grasp CSI and
and service
evaluation of CSI and service
service reporting
reporting.
and service
reporting
reporting
B5: Conclusion and Recommendations
Conclusions and Clear conclusions
Good development Adequate
Limited
recommendations and
shown in
development shown conclusions.
recommendations
conclusions and
in conclusions and
well- grounded in
recommendations. recommendations. Recommendations
material presented
do not build on
demonstrating
analysis.
insights into ITSM
concepts.
Total

University of Southern Queensland

100%