CIS5308 –Management of IT Services

CIS5308 –Management of IT Services – Report 2
CIS5308 Report 2
Case Study Report

DescriptionMarks out ofWtg(%)Word limit *Due date
Assignment 3100253,500 (±10%)26 May 2020

* Note: the word count does not include references or appendices
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 specification 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. 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
Learning objectives
This assignment partially addresses three of the learning objectives of this 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
• 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
CIS5308 –Management of IT Services – Report 2
Team work
Students are encouraged to work in teams to complete the assignment as teamwork is an
important skill required by industry. You may choose to work alone.
USQ provides an online team building workshop that includes strategies to build a team and
effective management of teamwork. Students are encouraged to study this workshop before
attempting this group assignment. Access the workshop by clicking here. Further information
and assistance on working in groups can be obtained from the Learning Centre.
If you opt to work as a team:
• The same marks will be awarded to both students.
• No team can exceed more than two students.
• It is up to you to find a team-mate and this can usually be achieved in class or through
a request on the Study Desk.
• Only one team member should submit the assignment.
• You must provide the student names and student numbers of both team members on
the title page of the report.
Referencing Requirements
References are required and the Harvard AGPS standard of referencing must be used. This
standard is detailed on USQ Library Site <>.
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.
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.
Report 2 Specification
Report 2 requires you to read the following case study, and then draw on the course
materials and other academic resources (e.g. journal/ conference papers, books) to answer the
following questions.
Case Study: Middle East Financial Institution FoxIT
CIS5308 –Management of IT Services – Report 2
Report: Case Study Report 70 marks
Report Structure and Presentation 5
Your report should include a title page, executive summary, and Table of Contents. The
presentation of the report should be professional, resulting in clarity of message and
Note: Make sure to state the name(s) and student number(s) on the title page. If you are
working on a team, name and student number of both students must appear in the title page.
State the word count of the report (Introduction to Conclusions)

Report Introduction (approx. 500 words)5
Your report should include an introduction to the report. This introduction should provide an
overview of the relevant case study.
Report sections
(Each section – approx. 1000 words)

Section 1: Discuss the steps followed by the Middle East Financial Institution with the
support of Fox IT towards ISO/IEC 20000 certification. Outline the role of interim
assessments at every step to achieve final certification. (25 marks)
Section 2: How does ISO/IEC 20000 certification provide value to the Middle East Financial
Institution? Categorize and analyse the value proposition for (a) process, (b) service as well
as (c) overall business (25 marks)
Report: Conclusions (approx. 500 words) 5
Summarise the key lessons you learnt from this case study.
Report: Referencing and Appropriateness of Sources 5
References are required and the Harvard AGPS standard of referencing must be used. This
standard is detailed on USQ Library Site <>.
You must use at least five (5) academically sound sources other than the textbook in
completing this report. Academic references include peer-reviewed journal/conference papers
and books published by recognised publishers.
CIS5308 –Management of IT Services – Report 2

ITIL4 Update Research Activities & Essay
30 marks

1. Conduct a general review of ITIL4 and the concept of service value system (SVS)
promoted in ITIL4 (Google Search will suffice).
2. Identify at least three Internet sources that you found to be useful to learn about
3. Now visit an ITSM knowledge repository developed as part of USQ research: and learn about ITIL4 from this repository.
Based on your study of the Internet sources and the ITSM knowledge repository, write a 500-
word essay that answers the following questions:
a. How is the concept of service value system (SVS) promoted in ITIL4? (250 words –
15 marks)
b. What is your experience of using the ITSM knowledge repository to learn about
ITIL4? Identify at least one improvement opportunity for the repository. Reflect on
your experience. (250 words – 15 marks)
Submit this essay as Appendix 1 in the Report.
There is no requirement for in-text citations for this essay.
All references to the Internet sources (web pages and other articles, such as white papers) and
the specific URLs accessed from the ITSM knowledge repository should be listed at the end
of the essay.
CIS5308 –Management of IT Services – Report 2
Submission Guidelines
Attach the report document in Microsoft Word or PDF file format using the naming
convention below, to your online assignment submission in the Report 2 area on the CIS5308
StudyDesk before midnight Australian Eastern Standard Time (AEST) on the day the
assignment is due.
Group Submission:
[lastname].[initial]1 _ [student number] _ [lastname].[initial]2 _ [student
number]_[course code] _ report2.docx or .pdf
(eg. shrestha.a1_0050051005_genrich.r2_0060061006_cis5308_report2.docx)
Individual Submission:
[lastname].[initial] _ [student number] _ [course code] _ report2.docx or .pdf
(eg. shrestha.a_0050051005_cis5308_report2.docx)
Upon completion of the submission process, check your UMail email account for an
automatically generated confirmation email (if you do not have an email account, print out
the Submission Complete screen before exiting the Submission System). You must check
that the file name and file size are listed correctly – if there is a problem with either, please
email the course examiner immediately.
If you have difficulties submitting through the StudyDesk Assignments submission tool,
email the course examiner immediately for instructions on an alternative course of action.
Any submissions after the due date is considered Late Submission and will be dealt

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