Prepare a report that contains the key topics of Weeks 1 to 8. The ITSM report should not exceed fifteen (15) A4 sides of paper. Students are required to prepare a presentation for their ITSM assignment.

You need to pick an organisation and should write a report in regards to IT service management applied to that particular organisation. You are required to cover all topics mentioned from Weeks 1 to 7. For example, you need to pint out how various phases of ITIL are implemented in that particular organisation, etc.

Keep in mind that report is not about summarizing the topics in the slides.

ITSM is one of the key functionalities for organizationsand allows organizations to achieve higher customer satisfaction, reduce delivery time,and provide service support as per customer requirement. In this assignment, students need to explore various aspects of ITSM in an organisation or a company that provides IT servicesand explain how ITSM can enhance business proposition.Examples could be Department of Education and Training, Department of Health and Human Services, Department of Jobs, Amazon, and HP.

K1. Research and discuss underpinning theories of ethical philosophy and apply these in to a range of scenarios in IT workplace and service environments.

K3. Describe contemporary approaches to dealing with the social impact of technology in a changingIT service environment.

K4. Appraise IT service management practices and how they assist organisations.

K5. Debate the need for organisational change, the key influence of human behaviour and its impacton IT organisational culture in a service driven environment.

K6. Investigate skills frameworks and develop an awareness of industry certifications relevant to IT professionals.

S1. Evaluate cognitive and practical approaches required to manage IT professionals in collaborative global work context.

S2. Apply the IT service lifecycle, processes and functions in an organisational setting.

S3. Demonstrate and coordinate best practice IT service management in an organisational setting.

S4. Utilise professional presentation and communication approaches in a range of IT workplace and service settings.

A2. Implement and use service management processes and practices in a business organisational context.

A3. Apply skills frameworks and develop a career plan in readiness for transition into the IT profession.

V2. Appreciate the global nature of the IT industry.

Marking criteria :

Content precisely presented based on references


Readability and presentation of material (Layout, no grammatical errors, reads well,etc.)

5 Marks

Cited references

3 Marks

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