USQ Logo
The current and official versions of the course specifications are available on the web at https://www.usq.edu.au/course/specification/current.
Please consult the web for updates that may occur during the year.

CIS5308 Management of Information Technology Services

Semester 1, 2020 On-campus Toowoomba
Short Description: Mgt of IT Services
Units : 1
Faculty or Section : Faculty of Business, Education, Law and Arts
School or Department : School of Management and Enterprise
Student contribution band : Band 2
ASCED code : 020300 - Information Systems
Grading basis : Graded

Staffing

Examiner: Anup Shrestha

Requisites

Co-requisite: CIS5100

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 http://www.usq.edu.au/current-students/support/computing/hardware.

Rationale

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, business and IT management need to ensure that they have effective processes in place to gain value from the significant investment in IT infrastructure. Students must have the capability to apply and evaluate IT service management frameworks and standards that are commonly used by IT departments and service providers to design, transition, operate and improve IT services. In terms of professional accreditation, this course is aligned with the Australian Computer Society’s body of knowledge.

Synopsis

This course provides business and IT practitioners with the knowledge of service management fundamentals, and process management including process modelling, measurement and improvement. It addresses practical knowledge of IT service management, good practice frameworks and reference models (e.g. the IT Infrastructure Library (ITIL), IT4IT, etc.) as well as standards (e.g. ISO/IEC 20000) for effective IT service management. The course also explores the emergent approaches that aim to accelerate and optimise the IT service development and operation. Successful completion of this course prepares the participants with the knowledge and skills required to undertake and manage IT service roles and be involved in implementation of common IT service management good practice frameworks and standards. Case study analysis is used to evaluate the skills acquired in the course. Teamwork, verbal and written communication skills are also emphasised as important for the student's skill and knowledge portfolio. Learners undertaking this course are required to have research skills and an understanding of ethical research practices.

Objectives

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

  1. integrate the fundamentals of business process management with service management in reference to the value IT can deliver to the enterprise;
  2. 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;
  3. 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;
  4. evaluate the objectives, activities and associated roles and responsibilities to enable effective planning, management and improvement of IT service processes;
  5. 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.

Topics

Description Weighting(%)
1. Introduction to service management and business process management (modelling, measurement, improvement) 17.00
2. IT governance and value chain 16.00
3. IT service lifecycle, frameworks and standards 17.00
4. IT service strategy and design 16.00
5. IT transition and operation 17.00
6. IT service improvement, acceleration and optimisation 17.00

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). (https://omnia.usq.edu.au/textbooks/?year=2020&sem=01&subject1=CIS5308)

Please contact us for alternative purchase options from USQ Bookshop. (https://omnia.usq.edu.au/info/contact/)

Orand, B 2011, Foundations of IT service management with ITIL 2011, ITILYaBrady, Richmont, Texas.

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.
2011a, Continual service improvement, Office of Government Commerce TSO (The Stationery Office), 2011 Edition, London.
2011b, ITIL Service design, Office of Government Commerce TSO (The Stationery Office), 2011 Edition, London.
2011c, ITIL Service operation, Office of Government Commerce TSO (The Stationery Office), 2011 Edition, London.
2011d, ITIL Service strategy, Office of Government Commerce TSO (The Stationery Office), 2011 Edition, London.
2011e, ITIL Service transition, Office of Government Commerce TSO (The Stationery Office), 2011 Edition, London.
2012, COBIT 5 A Business Framework for the Governance and Management of Enterprise IT/ISACA, Information Systems Audit and Control Association, ISACA, 2012 Edition, Rolling Meadows, Illinois.
2016, IT4IT™ for Managing the Business of IT: A Management Guide, Akershoek, R, Van Haren Publishing, 2016 Edition, United Kingdom.
2017, The Open Group IT4IT™ Reference Architecture (Version 2.1): a pocket guide, Van Haren Publishing, 2017 Edition, United Kingdom.

Student workload expectations

Activity Hours
Directed Study 36.00
Independent Study 129.00

Assessment details

Description Marks out of Wtg (%) Due Date Notes
QUIZ 5 5 10 Mar 2020
REPORT 1 100 10 31 Mar 2020
REPORT 2 100 25 12 May 2020
TAKE HOME EXAM 100 60 End S1 (see note 1)

Notes
  1. This will be a take home exam. Students will be provided further instruction regarding the exam by their examiner via StudyDesk. The examination date will be available via UConnect when the Alternate Assessment Schedule has been released.

Important assessment information

  1. Attendance requirements:
    Online: There are no attendance requirements for this course. However, it is the students' responsibility 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.

    On-campus: 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:
    Due to COVID-19 the requirements for S1 2020 are: To satisfactorily complete an individual assessment item a student must achieve at least 50% of the marks for that item.

    Requirements after S1 2020;
    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:
    Students should refer to the Assessment Procedure http://policy.usq.edu.au/documents.php?id=14749PL (point 4.2.4)

  4. Requirements for student to be awarded a passing grade in the course:
    Due to COVID-19 the requirements for S1 2020 are: To be assured of receiving a passing grade a student must achieve at least 50% of the total weighted marks available for the course.

    Requirements after S1 2020;
    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:
    Due to COVID-19 the requirements for S1 2020 are: An Open Examination is one in which candidates may have access to any printed or written material and a calculator during the examination.

    Requirements after S1 2020;
    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:
    Due to COVID-19 the requirements for S1 2020 are: The details regarding deferred/supplementary examinations will be communicated at a later date

    Requirements after 2020;
    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 http://policy.usq.edu.au.

Assessment notes

  1. 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 http://www.usq.edu.au/library/referencing.

Date printed 19 June 2020