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CIS3008 Information Technology Service Management

Semester 1, 2013 On-campus Toowoomba
Units : 1
Faculty or Section : Faculty of Business and Law
School or Department : School of Information Systems
Version produced : 21 July 2014

Contents on this page


Examiner: Aileen Cater-Steel
Moderator: Rohan Genrich

Other requisites

Students are required to have access to a personal computer, e-mail capabilities and Internet access to UConnect. Current details of computer requirements can be found at


IT Service Management has become increasingly important as information systems play an essential role in public and private sector organisations. With the increased emphasis on IT governance, organisations need to ensure that they have effective processes in place to manage the significant investment in IT infrastructure. This course covers the core elements of good practice frameworks which are commonly used by IT departments and service providers to design, transition, operate and improve IT service.


The IT Infrastructure Library (ITIL) and ISO/IEC 20000 are recognised as providing an effective framework for IT service management. ISO/IEC 20000 is an international standard for IT service management and provides a set of requirements for a service provider to deliver managed services of an acceptable level of quality to its customers. The approach of the course is to cover in detail the core processes which underpin the ITIL and ISO/IEC 20000 best practice frameworks. As well as the objectives of each process, the associated roles and responsibilities of IT service providers, management, staff and clients are identified. Planning and management of the functions and processes necessary for service strategy, service design, service transition, service operation and continual service improvement are covered. Teamwork, verbal and written communication skills are also emphasised as important for the student's skill and knowledge portfolio.


On successful completion of this course, students should be able to:

  1. demonstrate an 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
  2. 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
  3. 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
  4. 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.


Description Weighting(%)
1. An introduction to IT service management: services and organisations 8.00
2. IT service management frameworks, standards and models 8.00
3. The IT service lifecycle 8.00
4. Service strategy 18.00
5. Service design 12.00
6. Service transition 12.00
7. Service operation 12.00
8. Continual service improvement 10.00
9. International standard: ISO/IEC 20000 12.00

Text and materials required to be purchased or accessed

ALL textbooks and materials available to be purchased can be sourced from USQ's Online Bookshop (unless otherwise stated). (

Please contact us for alternative purchase options from USQ Bookshop. (

  • Bernard, P 2011, Foundations of ITIL (2011 edition), Van Haren Publishing, Zaltbommel, Netherlands.
  • Summers, J & Smith, B 2010, Communication skills handbook, 3rd edn, John Wiley & Sons, Milton, Queensland.

Reference materials

Reference materials are materials that, if accessed by students, may improve their knowledge and understanding of the material in the course and enrich their learning experience.
  • 2007a, Continual service improvement, TSO for the Office of Government Commerce, London.
    (ITIL version 3 book.)
  • 2007b, Service design, TSO for the Office of Government Commerce, London.
    (ITIL version 3 book.)
  • 2007c, Service operation, TSO for the Office of Government Commerce, London.
    (ITIL version 3 book.)
  • 2007d, Service strategy, TSO for the Office of Government Commerce, London.
    (ITIL version 3 book.)
  • 2007e, Service transition, TSO for the Office of Government Commerce, London.
    (ITIL version 3 book.)

Student workload requirements

Activity Hours
Directed Study 36.00
Private Study 124.00

Assessment details

Description Marks out of Wtg (%) Due Date Notes
QUIZ 1 5 5 11 Mar 2013
QUIZ 2 5 5 15 Apr 2013
REPORT 100 30 13 May 2013
EXAM PART A (MULTI-CHOICE) 30 10 End S1 (see note 1)

  1. The examination is scheduled to be held in the end-of-semester examination period. Students will be advised of the official examination date for Exam (Parts A and B) after the timetable has been finalised. The total working time for Exam (Parts A and B) is 2 hours.

Important assessment information

  1. Attendance requirements:
    It is the students' responsibility to attend and participate appropriately in all activities (such as lectures, tutorials, laboratories and practical work) scheduled for them, and to study all material provided to them or required to be accessed by them to maximise their chance of meeting the objectives of the course and to be informed of course-related activities and administration.

  2. Requirements for students to complete each assessment item satisfactorily:
    To satisfactorily complete an individual assessment item a student must achieve at least 50% of the marks. (Depending upon the requirements in Statement 4 below, students may not have to satisfactorily complete each assessment item to receive a passing grade in this course.)

  3. Penalties for late submission of required work:
    If students submit assignments after the due date without prior approval of the examiner, then a penalty of 5% of the total marks gained by the student for the assignment may apply for each working day late up to ten working days at which time a mark of zero may be recorded. Unless otherwise directed by the examiner, students should submit the electronic copy only of the assignment through the UConnect. It is the student's responsibility to make sure appropriate attachments are uploaded and submitted (send) for marking. Hard copy or e-mail submission is NOT acceptable.

  4. Requirements for student to be awarded a passing grade in the course:
    To be assured of receiving a passing grade a student must achieve at least 50% of the total weighted marks available for the course.

  5. Method used to combine assessment results to attain final grade:
    The final grades for students will be assigned on the basis of the aggregate of the weighted marks obtained for each of the summative assessment items in the course.

  6. Examination information:
    This will be an open examination. Candidates may have access to any printed or written material and a calculator during the examination.

  7. Examination period when Deferred/Supplementary examinations will be held:
    Any Deferred or Supplementary examinations for this course will be held during the next examination period.

  8. University Student Policies:
    Students should read the USQ policies: Definitions, Assessment and Student Academic Misconduct to avoid actions which might contravene University policies and practices. These policies can be found at

Assessment notes

  1. Assignments: (i) The due date for an assignment is the date by which a student must despatch the assignment to the USQ. The onus is on the student to provide proof of the despatch date, if requested by the examiner. (ii) Students must retain a copy of each assignment submitted for assessment. This must be produced within 24 hours if required by the examiner. (iii) In accordance with university policy, the examiner may grant an extension of the due date of an assignment in extenuating circumstances. (iv) The examiner will normally only accept assignments which are electronically submitted through the USQ Study Desk for this course. Students who are unable to meet this submission requirement should contact the examiner of the course to negotiate alternative arrangements. (v) In the event that a due date for an assignment falls on a local public holiday in their area, such as a show holiday, the due date for the assignment will be the next day. Students are to note on the assignment cover the date of the public holiday for the examiner's convenience.

  2. Course weightings: Course weightings of topics should not be interpreted as applying to the number of marks allocated to questions testing those topics in an examination paper.

  3. Referencing in assignments: Harvard (AGPS) is the referencing system required in this course. Students should use Harvard (AGPS) style in their assignments to format details of the information sources they have cited in their work. The Harvard (AGPS) style to be used is defined by the USQ Library's referencing guide at

  4. Make-up work: Students who have undertaken all of the required assessments in a course but who have failed to meet some of the specified objectives of a course within the normally prescribed time may be awarded the temporary grade: IM (Incomplete - Make up). An IM grade will only be awarded when, in the opinion of the examiner, a student will be able to achieve the remaining objectives of the course after a period of non-directed personal study.

  5. Deferred work: Students who, for medical, family/personal, or employment-related reasons, are unable to complete an assignment or to sit for an examination at the scheduled time may apply to defer an assessment in a course. Such a request must be accompanied by appropriate supporting documentation. One of the following temporary grades may be awarded: IDS (Incomplete - Deferred Examination); IDM (Incomplete Deferred Make-up); IDB (Incomplete - Both Deferred Examination and Deferred Make-up).

Other requirements

  1. E-mail and Internet access: Students will require access to e-mail and Internet access to UConnect for this course.