Part 1. Importance of ITSM at HSC 15%
Explain why is it important for HSC to have effective processes in place to manage IT services.
Part 2. Service Strategy 20%
Many organisations manage their IT services at an operational level without a clear strategic focus. HSC intends to continue their ITIL adoption with processes from the Service Strategy
CIS5308 Management of IT Services 2016 Sem 1 Assignment 3 – Page 4
© University of Southern Queensland
phase. Discuss the Service Strategy processes and advise Mr Diep on how HSC could benefit from their implementation.
Part 3. Service Design 20%
Identify the Service Design processes in place at HSC. Do you recommend that HSC should continue to implement Service Design processes? Based on the case and your knowledge, which of the service design processes are of the highest priority for HSC? Justify your selection.
Part 4. ISO/IEC 20000 Certification 15%
HSC is now considering ISO/IEC 20000 certification. Mr Diep has asked you to advise on the decision. Provide a brief of why HSC should or should not seek certification for ISO/IEC20000. Identify the benefits and drawbacks of certification.
Part 5. Conclusions and Recommendations to the Head of IT 10%
Provide a summary of your findings and make recommendations to the Head of IT.
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