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Chris Lewis
March 22, 2022
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ITEC7400 SERVICE MANAGEMENT AND PROFESSIONAL CULTURE

Group 2387ITECH7400 Service Management And Professional Culture

SUBJECT CODE – ITEC7400
SUBJECT NAME – SERVICE MANAGEMENT AND PROFESSIONAL CULTURE
UNIVERSITY NAME – FEDERATION UNIVERSITY

In this subject, there are 4 different assessments.

LEARNING OUTCOMES

Research and discuss ethical philosophy’s basic theories, then apply them to a variety of scenarios in the IT workplace and service environments.

Examine the concepts of the industry body code of ethics critically and integrate them into daily IT work.

Describe current techniques to cope with the social impact of technology.

Examine IT service management strategies and how they help businesses.

Examine the cognitive and practical skills needed to manage IT workers in a worldwide collaborative work environment.

Incorporate the IT service lifecycle, procedures, and functions into your organisation.

Demonstrate and organise best-practice IT service management in a corporate environment.

ASSESSMENT 1 (LEARNING JOURNAL)

This is an individual task. For this assessment task students are required to describe, analyse, reflect upon, and ask questions about the different ideas and learning experiences encountered throughout the course. The learning journal should be completed weekly, typically after tutorial classes. Each entry should be a minimum of 200 words in length and take approximately 1–2 hours to write. It is recommended students pre-prepare and save their journal entries in a Word Processor and then paste into Mahara ePortfolio, before submitting to Moodle.

Journal entries may relate to content provided in:

Lecture slides/recordings

Tutorial questions

Set readings

Newspaper articles

Texts

Class discussions

Personal experiences

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ASSESSMENT 2 (ETHICS CASE STUDY)

The aim of this assessment is to help students know how to apply critical reasoning and decision-making skills, to solve a complex ethical problem in a professional practice learning setting.

CASE STUDY
Software testing

A small software company is working on an integrated inventory control system for a very large national shoe manufacturer. The system will gather sales information daily from shoe stores nationwide. This information will be used by the accounting, shipping, and ordering departments to control all of the functions of this large corporation. The inventory functions are critical to the smooth operation of the system.

Jane, a quality assurance engineer with the software company, suspects that the inventory functions of the system are not sufficiently tested, although they have passed all their contracted tests. She is pressured by her employers to sign off on the software. Legally she is only required to perform those tests which have been agreed to in the original contract. However, her considerable experience in software testing has led her to be concerned over risks of the system. Her employers say that they will go out of business if they do not deliver the software on time. Jane contends if the Inventory sub-system fails, it will significantly harm their client and its employees. If the potential failure were to threaten lives, it would be clear to Jane that she should refuse to sign off. But since the degree of threatened harm is less, Jane is faced with a difficult moral decision (ACS, 2004).

Ques. Should Jane sign off on the software?

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ASSESSMENT 3 (CAREER PLANNING ASSIGNMENT)

This is an individual task. Students will be required to identify an IT or IT related position, and prepare a written application consisting of an application letter, a written response to the selection criteria, and a resume or curriculum vitae which includes a SIFA skills mapping.

ASSESSMENT 4 (TEAM ITSM POSTER PRESENTATION)

This assessment will enables students to develop their oral communication skills, video recording and editing skills, and poster presentation skills. It will also test their knowledge and application of the Information Technology Service Management (ITSM) framework

This is a team task. Students should form teams of 4 members. One student should be nominated team leader. Teams will prepare a poster and accompanying video presentation on the application of the ITSM framework to an organisation of their choice. Students will be required to explore various aspects of ITSM in an organisation that provides IT services and explain how ITSM can enhance their organisation’s business proposition. Suggested organisations may include banks, insurance companies, clothing manufacturers etc. Teams should confirm the appropriateness of their selected organisation before commencing work on this task.

The process of planning, providing, managing, and upgrading the IT services that an organisation provides to its end users is known as IT service management (ITSM).

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