Discuss steps followed by middle east financial institution

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Reference no: EM132349333

Case Study Report

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 management

• 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 improvement.

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.

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

Report: Case Study Report

Report Structure and Presentation

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 information.
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)
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)
Summarise the key lessons you learnt from this case study.

Activities

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 ITIL4.

3. Now visit an ITSM knowledge repository developed as part of USQ research and learn about ITIL4 from this repository.

Essay

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)

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)

Attachment:- case study.rar

Reference no: EM132349333

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Reviews

len2349333

7/31/2019 2:02:22 AM

REPORT SECTION 1 25 22 Provides excellent discussion of the steps followed and the role of interim assessments for ISO/IEC 20000 certification at the case study Clearly discussesthe steps followed and the role of interim assessments for ISO/IEC 20000 certification at the case study 25 22 Provides excellent discussion of the value of ISO/IEC 20000 certification in terms of process, service and business at the case study Clearly discussesthe value of ISO/IEC 20000 certification in terms of process, service and business at the case study

len2349333

7/31/2019 2:02:04 AM

REPORT: INTRODUCTION 5 4 3.5 2.5 1.5 0 Introduction professionally developed and broken into logical sections. Clearly provides the purpose of the report, the limitations (hindrances) encountered, and an overview of the case study. Introduction mostly professionally developed and broken into logical sections. Clearly provides the purpose of the report, the limitations (hindrances) encountered, and an overview of the case study. Introduction broken into logical sections. Mostly provides the purpose of the report, the limitations (hindrances) encountered, and an overview of the case study. Some flaws in the Introduction structure, the purpose of the report, the limitations (hindrances) encountered, or an overview of the case study. Poor formatting, or missing elements in the Introduction, the purpose of the report, the limitations (hindrances) encountered, or an overview of the case study. No attempt made or diverse from what is acceptable.

len2349333

7/31/2019 2:01:55 AM

Excellent clarity ofexpression. Grammar and spelling accuratesuitable tone and style for target audience. Expression fluent.Grammar and spelling accurateexcept for minor lapses in target audience focus. Title page andtable of contents / list of tables / list of figures accurate and show professional appearance. Title page and table of contents / list of tables / list of figures accurate. Appendices are clearly labelled and referenced. Appendices used toprovide appropriate supporting material

len2349333

7/31/2019 2:01:47 AM

REPORT: STRUCTURE AND PRESENTATION 5 4 3.5 2.5 1.5 0 Report Structure shows professionalpresentation of material resulting in clarity ofmessage andinformation. Report Structure carefully andlogically organised. Report Structure shows organisationand coherence. Report Structure shows someattempt to organise in alogical manner. Report Structure is Disorganised/incoherent. No attempt made or diverse from what is acceptable.

len2349333

7/31/2019 2:01:39 AM

MARKING SUMMARY Report: Structure and Presentation / 5 Report: Introduction / 5 Report Section 1 / 25 Report Section 2 / 25 Report: Conclusions / 5 Report: Referencing and Appropriateness of Sources / 5 ITIL4 Update Research Activities & Essay / 30 Final Mark 0 / 100

len2349333

7/31/2019 1:59:56 AM

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.

len2349333

7/31/2019 1:59:47 AM

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)

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