Units

---

Sample subject outline - Semester 1 2013

Note: Subject outlines often change before the semester begins. Below is a sample outline.

Rationale

As organisations seek to derive more values at all management levels across the organisations, it has become apparent that management of technology has to shift from an inward view focusing on technology to an outward, service-oriented view focusing on the business it is meant to support. As such, the traditional focus on management of technology as assets has now turned to a focus on management of technology as services. This unit serves to equip our students with the necessary knowledge and skills to manage information technology appropriately to deliver values to organisations.

Aims

The aim of the unit is to provide best practice guidance in information technology services management (ITSM) applicable to all types of organisations seeking to maximise the value of its IT investments. Using ITIL v3.0 as the framework, this unit will prepare students to position themselves to be involved in information technology management by equipping them with the knowledge to: (1) manage the IT Service Lifecycle to ensure organisations are set up to leverage capabilities in one area for learning and improvements in another (2) use ITSM to provide structure, stability and strength to service management capability with durable principles, methods and tools; and (3) protect investments and provide the necessary basis for measurement, learning and improvement.

Objectives

On completion of this unit, you should be able to:
1. Analyse the IT service environment to identify and explain the correct ITIL process to solve the problem presented by the ITSM issue (GC1, GC2)
2. Propose (generate) solutions to an authentic real-world problem and develop a plan to implement the ITSM solution (GC1, GC2, GC3)
3. Make a business case for the proposed solution to an authentic real-world problem and examine the validity of the proposed solution against the risks, costs and benefits (GC1, GC2, GC3)
Key: Graduate Capabilities
GC1 - Knowledge and Skills
GC2 - Critical and Creative Thinking
GC3 - Communication
GC4 - Lifelong Learning
GC5 - Independence and Collaboration
GC6 - Social and Ethical Responsibility
GC7 - Leadership and Change

Content

• Aligning IT to Business


• ITIL Framework


• The ITIL Service Lifecycle, covering the v3.0 framework:


• Service Strategy


• Service Design


• Service Transition


• Service Operation


• Continual Service Improvement

Approaches to Teaching and Learning

This unit will be comprised of one hour lectures and a two hour interactive workshop each week. All enrolled students will be provided with a downloadable zip file which will comprise all the links to readings and supporting information that might have been provided in a traditional lecture. Workshops will interactively explore the various aspects of IT service management. Much of the learning in this unit is achieved through problem solving and discussion. Therefore your active participation in workshop sessions is required for beneficial outcomes. Research is required to support your methods. You will be required to actively contribute to your team activities in order to complete your assignments. The teaching team intends to provide you with the tools, perspectives and insights that enable you to understand the theory and apply it to the decision making that is integral to functioning as a successful IT Manager.

Concurrent Teaching
This unit is being taught concurrently with a postgraduate offering of the same subject. University policy permits postgraduate and undergraduate students to attend the same lectures. Separate workshop/practical sessions will be provided for undergraduates students where student numbers allow. As a postgraduate student you will be required to complete separate assessment tasks that reflect the advanced knowledge and understanding of the subject.

Assessment

You will be expected to undertake a number of assessments related to the learning outcomes of this unit (see below).Feedback from participating in weekly practical activities will help you to build an essential management toolkit to prepare for the major assignment and to better equip you when in the workforce.
You can obtain feedback on your progress throughout the unit through the following mechanisms:

• ask the teaching staff for advice and assistance during lectures and practical sessions


• your major assignment will be returned to you before the end of semester with comments on your progress


• private consultation with teaching staff

Assessment name: Discussion Forum
Description: Students will need to participate in all workshop activities to gain participation marks. All the workshop activities will also contribute directly to the production of the Assessment Item No 2 (Report)
Relates to objectives: 1-3
Weight: 25%
Internal or external: Internal
Group or individual: Individual
Due date: End of Semester

Assessment name: Report
Description: Project-Based Learning Assignment
A group case study responding to a simulated scenario
Relates to objectives: 1-3
Weight: 40%
Internal or external: Internal
Group or individual: Individual
Due date: End of Semester

Assessment name: Examination (written)
Description: Final examination - covering all key theory concepts and applications of these concepts.
Relates to objectives: 1-3
Weight: 35%
Internal or external: Internal
Group or individual: Individual
Due date: Exam Period

Academic Honesty

QUT is committed to maintaining high academic standards to protect the value of its qualifications. To assist you in assuring the academic integrity of your assessment you are encouraged to make use of the support materials and services available to help you consider and check your assessment items. Important information about the university's approach to academic integrity of assessment is on your unit Blackboard site.

A breach of academic integrity is regarded as Student Misconduct and can lead to the imposition of penalties.

Resource materials

Required Text:

• Great Britain, Office of Government Commerce, The Introduction to the ITIL Service Lifecycle Book. London : Stationery Office (2007)

Extra Reading:

• Great Britain, Office of Government Commerce, Managing successful projects with PRINCE2. 2009 Edition. London : Stationery Office (2009)


• Great Britain, Office of Government Commerce, Portfolio, Programme and Project Offices. London : Stationery Office (2008)
top

Risk assessment statement

There is minimal health and safety risk in this unit. It is your responsibility to familiarise yourself with the Health and Safety policies and procedures applicable within campus areas and laboratories.
ITIL (R) is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. The ITIL Accreditation is offered through partnership with an ITIL Accredited Training Organisation, Yellowhouse Pty Ltd.
Disclaimer - Offer of some units is subject to viability, and information in these Unit Outlines is subject to change prior to commencement of semester.

Disclaimer - Offer of some units is subject to viability, and information in these Unit Outlines is subject to change prior to commencement of semester.

Last modified: 24-Oct-2012