|Semester 1, 2021 Online|
|Short Description:||Info Technology Service Mangt|
|Faculty or Section :||Faculty of Business, Education, Law and Arts|
|School or Department :||School of Business|
|Student contribution band :||Band 2|
|ASCED code :||020399 - Information Systems not elsewh|
|Grading basis :||Graded|
Examiner: Anup Shrestha
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.
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 staff need to ensure that they have effective processes in place to manage the significant investment in IT infrastructure. Students must have a working knowledge of the terminology, good practice 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.
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 introduces 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 IT service management roles and be involved in implementation of IT service management good practice frameworks and standards. Case study analysis is used to evaluate the knowledge and skills essential for IT service management. 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:
- integrate the fundamentals of business process management with service management in reference to the value IT can deliver to the enterprise;
- demonstrate the importance of IT governance and service management and the need for organisations to ensure that ethical practices and effective processes are in place to manage the significant investment in IT infrastructure and services;
- 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;
- evaluate the objectives, activities and associated roles and responsibilities to enable effective teamwork and management of IT service processes;
- apply selected IT service management standards and good practice frameworks to case studies including aspects of IT service strategy, service design, service transition, service operation and continual service improvement;
- investigate and communicate IT service management solutions in a case study setting.
|1.||Introduction to service management and business process management (modelling, measurement, improvement)||17.00|
|2.||IT governance, ethics 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 in a service team setting||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=2021&sem=01&subject1=CIS3008)
Please contact us for alternative purchase options from USQ Bookshop. (https://omnia.usq.edu.au/info/contact/)
Student workload expectations
|Description||Marks out of||Wtg (%)||Due Date||Objectives Assessed||Notes|
|QUIZ||5||5||09 Mar 2021||1|
|REPORT 1||100||10||30 Mar 2021||2,3,4,6|
|REPORT 2||100||25||11 May 2021||3,4,5,6|
|OPEN EXAM - ONLINE||100||60||End S1||1,2,3,4,5,6||(see note 1)|
- This will be an online exam. Students will be provided further instruction regarding the exam by their course examiner via StudyDesk. The examination date will be available via UConnect when the Alternate Assessment Schedule has been released.
Important assessment information
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.
Requirements for students to complete each assessment item satisfactorily:
Due to COVID-19 the requirements for S1 2021 are: To satisfactorily complete an individual assessment item a student must achieve at least 50% of the marks for that item.
Requirements after S1, 2021:
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.)
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)
Requirements for student to be awarded a passing grade in the course:
Due to COVID-19 the requirements for S1 2021 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, 2021:
To be assured of receiving a passing grade a student must achieve at least 50% of the total weighted marks available for the course.
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.
Due to COVID-19 the requirements for S1 2021 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, 2021:
This will be an open examination. Candidates may have access to any printed or written material and a calculator during the examination.
Examination period when Deferred/Supplementary examinations will be held:
Normally Deferred and Supplementary Examinations are held in the next Examination period. In S1 2021 selected courses will pilot an early Deferred and Supplementary Examination period held within 30 business days of results release. The list of courses involved can be found at https://cmsauth.usq.edu.au/current-students/academic/exams/supplementary-and-deferred-assessment.
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.
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.