Learning Aims and Objectives:
Aim: In this weeks page, students will learn the.
Objectives:
1. By the end of this weeks page students will be able to.
2. By the end of the weeks page students will be able to.
3. By the end of the weeks page students will be able to .
4. By the end of the weeks page students will be able to
5. By the end of the weeks page students will be able to.
This unit is externally assessed by a task set and marked by Pearson.
The set task will be completed under supervised conditions in sessions: Part A is maximum of three hours of preparatory research and Part B is eight hours of task-based assessment. Part A needs to be completed in a two-week period before Part B, and Part B needs to be completed in the three-week assessment period timetabled by Pearson.
The set task will assess learners’ ability to analyse an organisation’s aims and IT service needs. They will design an IT service solution by applying the IT service life cycle, while considering alternatives and the service management implications these may have on the needs of the organisation
The number of marks for the unit is 68. The mark scheme will remain the same for each examination series.
The availability of the task is December/January and May/June each year. The first assessment availability is May/June 2018.
AO1 Demonstrate knowledge and understanding of IT service-delivery related facts, terminology, standards, concepts and processes
AO2 Apply understanding of terminology, information technologies and procedures to explore outcomes and find solutions to IT service delivery problems
AO3 Analyse data and information; recognise patterns, correlations and connections in order to solve IT service delivery problems and predict outcomes
AO4 Evaluate technologies, procedures, outcomes and solutions to make reasoned judgements and make decisions about IT service delivery
AO5 Be able to design an IT service delivery solution for an organisation with appropriate justification.
Complete page 0 - Start of Learning Aim A Review of your Onenote class activities, it is essential that you complete this as this will provide a srarting point of your level of confidence in the coming unit aim.
Explore the purpose of organisations and how an organisation’s needs dictate the operational tasks to be performed and the IT services needed to support them.
The application of the IT service life cycle is then used to design an IT service delivery solution.
Understand that the IT service life cycle can be applied in a number of project management methodologies, including: (Links to unit 9)
PRINCE2,
PRINCE2 (PRojects IN Controlled Environments) is a project management methodology widely used in the UK and many other countries.
Agile,
rapid application development (RAD),
lean and
waterfall.
Be able to apply the principles and concepts of the IT service life cycle when defining and analysing IT service delivery requirements in a range of organisations and contexts:
discussion: explain the IT service lifecycle and how it is compatible with most project management methodologies including Prince2, Agile, RAD, Lean and Waterfall.
• Service identification:
o producing an outline IT service strategy
o identifying and prioritising the needs of organisations, users and customers
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Organisational Needs |
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IT Service Requirements |
Explanation of priority (high, medium or low) |
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Outline and overview of the company, its locations, the staff, the company dealings, |
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Manager: - Requires suitable hardware and software that is sufficiently powered to allow them to oversee the operation of the company. The software required should be able to run on the system and be predominantly office based. |
HIGH: - Without appropriate and suitable hardware/software the manager will not be able to run the day to day duties to enable the company to run efficiently and effectively, providing a high-quality service to their customers. |
| Personal Assistant (PA) | |
| Finance Manager | |
| HR Manager | |
| Receptionist | |
o producing an outline IT service catalogue.
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Function: Manufacturing of products and delivering services |
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Service name |
Service description |
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HARDWARE Manager: - Laptop running Windows 10, antivirus, mouse, keyboard, monitor, mobile phone. |
The manager will need to have a high spec computer as they will need to be able to look in to the running of the company and to reflect or review on the products and or services that the company create or produce. They will need to have a monitor to enable them to look at multiple things at once. They will need to have a mobile phone to be able to be contacted remotely |
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SOFTWARE Manager: - |
The manager will need to have the complete office package so that they are able to communicate with others via email, to be able to write letters to clients and customers. They will need accounting software like Sage to be able to monitor the financial situation of the company. They will need antivirus software to protect them from the possibility of getting viruses and trojans on to the computer network |
| SOFTWARE LICENCING |
The company will need to have a site license for Microsoft Office, this will enable any company computer or machine to have the office suite installed on to it legally |
| LEGISLATION |
Data Protection Act Computer Misuse Act Health and Safety Act GDPR |
| FUTURE SYSTEMS | Back-up systems to be put inplace to enable the company to recover data or content that is required to enable the running of the company. |
Individually investigate how failure to provide service delivery can impact the organisation‘s brand image and the customer experience, by considering some recent examples (not necessarily about IT service delivery, but about service delivery in general).
Following are some examples that could be used, but use any more up-to-date examples, if available,
BT & EE
http://www.telegraph.co.uk/business/2016/07/08/bt-and-ee-ranked-worst-for-broadband-customer-service-following/
Vodafonehttps://www.lovemoney.com/news/12583/the-uks-worst-mobile-phone-provider
TalkTalk and Ryanairhttp://www.itv.com/news/2015-09-16/scottish-power-ranked-worst-customer-service-in-the-uk/
Small group work: work in groups to investigate the key aspects of the IT service delivery design:
How to create an outline strategy?
Why it is necessary to prioritise in relation to the organisation, users and customers?
How to produce an outline IT service catalogue?
Service delivery design: defining the technical requirements for appropriate IT service delivery and planning solutions to facilitate identified needs.
Paired work: use the internet to find an example of the IT Service Delivery Life Cycle. Create an annotated diagram of one version and compare it with project management methodologies in general. For example: https://technet.microsoft.com/en-us/library/cc543217.aspx
Individual or paired activity: use the link below to consider service delivery best practice in relation to network services. The key points should be identified and turned into a checklist (as an aide memoir). http://searchcloudprovider.techtarget.com/tip/Service-delivery-best-practices-Checklist-for-defining-customer-requirements
Complete page 1 - Project Methodologies and 2 - Service Identification & Design of your Onenote class activities, it is essential that you complete this as this will provide revision notes towards your end of unit assessment
• Service management, through continual review and refinement of IT service delivery needs and related solutions:
o analysis of benefits and drawbacks for organisations of a solution in terms of meeting an organisation’s IT service delivery needs
o analysis of alternative solutions and justification of suggested actions or solution
o analysis of the impact of implementation and the ongoing operation of the IT services
o evaluation of the potential success of a service solution and justification of improvement(s).
Create a PowerPoint presentation as if advising a client on the principles and concepts of the good service delivery design.
Complete page 3 - Service Management Reviews of your Onenote class activities, it is essential that you complete this as this will provide revision notes towards your end of unit assessment
The key benefits to an organisation of effective application of the IT service life cycle to facilitate IT service delivery, including:
• adherence to standards
• automation of processes
• continuity and availability of service
• customer attraction and retention
• disaster prevention and recovery
• improved data or system integrity, productivity, and/or services and products
• interoperability of services/systems
• optimised security
• reduction of operational costs
• simplification of processes.
Complete page 4 - Benefits of Effective IT Service Life Cycles of your Onenote class activities, it is essential that you complete this as this will provide revision notes towards your end of unit assessment
The roles and functions of key staff to facilitate the effective implementation of the IT service lifecycle, including: architects, developers, project managers, technicians, service desk personnel.
Complete page 5 - Roles of Key Staff of your Onenote class activities, it is essential that you complete this as this will provide revision notes towards your end of unit assessment
Links to Learning Outcomes |
Links to Assessment criteria |
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Money: Budgeting, Estimating, Rounding to nearest pound, using correct symbols, calculating costs using a calculator
Length, weight, capacity, temperature: Measuring, using scales, ruler, tape measure, thermometer Recording and comparing results, converting, Choosing appropriate units and measuring instruments, estimating.
Anonymous Assessment - Learners assess an anonymous piece of work containing deliberate mistakes against given success criteria.