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 i.
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 .
Apply an understanding of IT systems and the IT service lifecycle to identify the IT service delivery requirements of organisations in a range of sectors and vocational-based scenarios.
discussion: what are the key components of service delivery management? The website provided below lists key factors such as service culture, employee engagement, service quality, customer experience.
http://servicefutures.com/service-management/four-key-elements-service-delivery-system/
• Understand the purpose and differences of organisations that provide a service and/or a product.
Different formats of organisations such as sole traders, partnerships, companies, charities and franchises as well as a range of sectors in which these organisations operate such as primary, secondary and tertiary sectors. Each sector can then be further broken down using examples such as finance, building, manufacturing, aerospace and engineering, technology, government and agencies, energy, food, transport, telecommunications, services such as hairdressing or beauty therapy, health care, marketing, agriculture, science and innovation, defence, arts and media, hospitality and catering, sports etc. Learners must be able to identify the difference between organisations providing products and those providing services.
group activity: each group should select three sectors to investigate. During the investigation you should identify the types of IT service delivery these sectors or areas might need (e.g. science and innovation will need simulation software, analytical software and be able to handle significant volumes of data, security will also be a key factor due to commercial sensitivity). You should identify key activities that businesses in each of these sectors will undertake (e.g. diary management, scheduling, invoicing, data handling). **
split into three groups, then into small subgroups. Each group should explore one of the following allocated case studies:
1) McCarthy Stone
http://www.itservices.bt.com/media/2548/mccarthy-stone-bt-case-study.pdf
2) Broadacres Housing Association
http://www.itservices.bt.com/media/2540/broadacres-bt-case-study.pdf
3) MJ Quinn
http://www.itservices.bt.com/media/2538/mjquinn-bt-case-study.pdf
In each case the you should be able to identify the main issues needed to be resolved and the key points of the solutions.
discussion: after the small group activity , whole class discussion, where you should be able to identify the similarities in the issues identified across the studies, as well as any similarities in approaches to the solutions. You should be able to explain following:
- Benefits and any drawbacks of the solutions in meeting the needs of the organisations.
- Any evidence of alternative solutions that were considered.
- The impact of the implementation on the ongoing operation of the IT services.
- How the potential success of the solution could be evaluated and the improvements justified?
• Understand that IT service requirements are driven by the priorities of an organisation and how this impacts on IT service delivery requirements.
• Be able to identify and define the features of and characteristics of IT services required for the key tasks carried out by functions of an organisation:
o manufacturing of products
o delivering services
o supply chain management
o marketing and sales
o customer relations
o resource management
o staff recruitment
o staff management
o support and financial
how is IT used to support a range of key tasks carried out by organisations?
Investigate one of the following and write a short article for the school or college newspaper about how IT is used in that context.
- Manufacturing products (e.g. CAD/CAM systems, 3D printing)
- Delivering services (e.g. Help systems for customers for products)
- Supply chain management and logistics (e.g. Just-in-time systems)
- Marketing and sales (e.g. Digital marketing through social media)
- Customer relations (e.g. Use of a CRMs, dialler systems such as Ultracoms)
- Resource management (e.g. Use of food rotation systems in retail and in catering)
- Staff recruitment (e.g. Use of job websites and online applications)
- Staff management (e.g. User of HR and training systems)
- Support (e.g. remote IT support)
- Financial (e.g. Loan calculators, financial monitoring)
The completed articles should be share with the class before being published on the class web pages (or in a shared area) for reference.
group activity: using the research from the previous small group activity, identify which of the activities are likely to have the highest priority. You should be able to identify business’ critical activities as well as administrative and support tasks that carry a lower priority. You should, e.g. be able to identify the importance of IT service delivery in supporting manufacturing activity that would be critical to a manufacturing company of any type, or health-monitoring technologies in a hospital. The outcomes of your investigation should be presented in any format (PowerPoint, handout, short video etc). **
Complete page 6 - Purpose and Function of Organisations of your Onenote class activities, it is essential that you complete this as this will provide revision notes towards your end of unit assessment
EXAM PREP - REFER TO PAST PAPERS AND STUDENT EXAMPLES
Links to Learning Outcomes |
Links to Assessment criteria |
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Reading: Read and understand texts, selecting material appropriate to purpose, collating from different sources and making comparisons and cross-references as appropriate.
Writing: Write to communicate clearly, effectively and imaginatively, using and adapting forms and selecting vocabulary appropriate to task and purpose in ways that engage the reader
Using numbers: Written or mental methods, using a calculator, rounding and estimating, problem solving
Organising and Representing data: Drawing tables, charts and graphs
Anonymous Assessment - Learners assess an anonymous piece of work containing deliberate mistakes against given success criteria.