Theory and Case study Assessment

Management of IT Services (Post Graduate Course)
Weighting: 100%
‘Theory and Case study Assessment’
Assignment 04
Due Date : 15th of June 2022 starts at 02:30PM (Brisbane)
Assignment 04 (Online exam)
Exam Details:
*Note: This is an open exam. You may have access to any printed or written
material and a calculator during the examination.
This is an open examination. The online exam contains 10 Multiple Choice
Questions and One Case Study with 5 short answer questions.
The format of the examination is in two parts:
Part A is a series of 10 multiple choice questions for scenario-based assessments (50% of exam
Part B includes a case study to be analysed and includes 5 brief-answer questions to be
attempted (50% of exam marks).
Exam Instructions:
• This is a summative piece of assessment and counts towards your final grade.
• You have 2 hours and 30 minutes to complete the online exam. This time
includes reading time. A time counter displays within the exam on the left of the
questions. It does NOT provide any warnings when time is due to expire. (But I will book
you for 02 Hours and 50 Minutes)
• The questions are randomised so each student’s exam will look different.• You are able to navigate forward and backward through the exam questions. Please use
the Next page button to progress to the next question/ page, or use the numbered
boxes on the top left of the page to jump to another question/ page. Shaded boxes are
questions you have answered, empty boxes are questions that do not have saved
• There is no ‘Save’ button within the exam. Questions are saved once you navigate to the
next page.
• If you are finished your attempt you must click Submit all and Finish button at the
bottom of the summary page as a final save of your submission.
• If the time expires your exam will auto-submit at the end of the allocated time and you
will not be able to continue. Your answers will be saved. You will not have a chance to
• Please note that the usual expectations regarding academic integrity apply to this
Exam Structure
Part A Questions:
• Scenario based assessments with 10 MCQs and four choices:
o Fully correct choice – 5 marks
o Largely correct choice – 3 marks
o Partially correct choice – 1 mark
o Incorrect choice – 0 marks
Type Number of questions
Part A
MCQ 10 (5 marks each)
Part B
50 %
Case Study Short
5 (10 marks each)• The 10 multiple choice questions is randomly selected from a large pool of
scenario-based questions purposely built for this online exam.
• Focus on understanding from the Running List of Important Concepts, and
discussion on the 10 Module Study Guides
Sample Question 1:
Value of the service to the customer often depends on the utility and warranty of
the service.
Which of the following presents the BEST example of how a service may facilitate
value-added outcomes?
By enhancing the performance of associated tasks and
reducing the effect of constraints
ITIL guidance explanation
of how outcomes are
By comparing service value with service cost to ensure there
is an equal ratio
An equal ratio is not
always an objective, let
alone the means to
facilitate an outcome of a
By ensuring data is translated directly into wisdom allowing
better business decisions to be made
Wisdom does indeed
allow better business
decisions but this is not
derived directly from a
By allowing the achievement of contractual obligations and
avoiding financial penalties
This statement is false and
not accurate about
services or facilitating
outcomesSample Question 2
Which of the ITIL service lifecycle phase has the BEST opportunity to prevent
difficulties as early as possible and minimize the cost of any remedial work?
Service transition
Continual Service Improvement
Service design
Service operation
Chronologically, service design comes first so has the first opportunity to get things
off to a good start with a good design and to pick up any potential difficulties or
costs earliest. So the opportunity is as EARLY as possible in the ITIL service lifecycle.
Sample Question 3:
As an emergency response to COVID-19 pandemic, many organizations are
currently developing a suite of strategies to enable staff to work from home. This is
possible because of a new suite of IT services being proposed and in development.
Which service portfolio type BEST represents this type of IT services?A.
Service pipeline, because it includes ALL of the services in
Service catalogue, because it is necessary to include the
service to a catalogue before offering this to the customer
Retired services, because eventually as COVID-19
circumstances change, these new types of IT services may be
Service portfolio, because it represents an umbrella concept
for all types of IT services in an organization.
Part B Case Study
Brief Answers
• Four case studies are posted on the Study Desk before the exam period – see
EXAMINATION section on the Assessment tab. ( I have attached those to this
email) Read all four of them thoroughly prior to the exam.
• One case study is chosen from these four – and five short answer questions
are provided.
• Be sure to refer to the case study in answering the questions.
• In the exam, do not copy sentences from text book/study book or other
sources. Case study questions are not theoretical – make sure you apply your
knowledge to the specific case study organisation and write analytically.Case Study Analysis
• Case studies are generally centred around a problem and a case study
analysis will require you to:
1. Identify/ re-introduce the issues or problems within the case
2. Associate particular course concepts and case scenario to support your
analysis (Minimum Two Paragraphs)
3. Suggest some solutions to the problems (if applicable).
Answering case study questions
• The questions that are asked at the end of the case study are designed to
guide your analysis of the case. To complete this kind of analysis, work
through the following steps.
1. Read the four case studies several times prior to the exam and highlight or
underline the main points and think about the main issues.
2. In the online exam when you identify the case study allocated to you, read
the questions and revise the selected case study again.
3. Break the questions down into key words and phrases and summarise what
each question is asking you to do.
4. Review the case again and make notes about the information that is relevant
to answer the question.
Exam Case Study 1
• Spotify (attached)
o Culture of Continuous Improvement
o Focus on purpose of process, not activities
o Managing flow – agility
o Managing compliance – control
o Relevant ITIL processes?
o ITIL Training by OlingoExam Case Study 2
• Aquila Heywood (attached)
o Distinction between Incident Management and Problem Management
o Agile methods alignment with CSI
o Role of ITIL training and certification
o ITIL and DevOps Integration
o ITIL Do’s and Don’ts
Exam Case Study 3
• Grupo Bimbo (attached)
o ITIL guiding principles
o Making IT Service Model cost-efficient
o ITIL processes relevant for the conditions for better customer
o Conversions from tickets to services
o Beyond Incident, problem and configuration management?
o ITIL training and certification
o CMDB for achieving IT and business goals
Exam Case Study 4
• Newcastle University IT Service (attached)
o Service Operations Functions and their roles
o Business and IT challenges at Uni
o IT service continuity management?
o ITIL Adoption journey
o ITIL processes currently in consideration
o ITIL Do’s and Don’ts
The Online Exam will be a 02 Hour and 30 minute, However I will
book you for 02 Hour and 55 minutes.You are required to answer ALL questions. Please
provide brief answers.
This examination is worth a total of one-hundred (100) marks.
• Note: I have attach the case studies Part B for your reference:
• Also here are the previous assignments you did for this course during the
semester: (EM217JAS2403OTH / EM2022JAS0805WR)
Ten (10) Module Learning Activities.
Text book:
Foundations of IT service management : with ITIL 2011
Author: Orand, Brady
Related Modules:
Module 1
• Process Orientation
• Service Management
• Role of IT Service Management in Organisations
• Customer Experience
• Service versus Systems thinking
• Components of an IT Service
Module 2
• Role of Frameworks and Standards
• ITIL Framework – ITIL Service Lifecycle
• Service Value = Utility + Warranty
• ISO/IEC 20000 – latest version (2019) – Figure 1 Service Management Systems
• ISO/IEC 20000 – latest version (2019) – Section 3 Terms and Definitions (page 2 to page 9)Module 3
• Service Assets = Capabilities + Resources
• Types of Service Operators: Type I, Type II & Type III
• Process #1 – Financial Management
• Process #2 – Service Portfolio Management
• Process #3 – Demand Management
o Core and Supporting Services; Service Packages
• Process #4 – Business Relationship Management
Module 4
• Process #1 – Service Catalogue Management
o Service Portfolio vs Service Catalogue
• Process #2 – Service Level Management
o Service Level Agreement (SLA), OLA and UC
• Process #3 – Capacity Management – Resources
• Process #4 – Availability Management – Reliability
• Process #5 – IT Service Continuity Management – Recovery
• Process #6 – Information Security Management
• Process #7 – Supplier Management
Module 5
• Process #2 – Change Management
o Role of Change Advisory Board
o Forward Schedule of Change
• Process #3 – Service Asset and Configuration Management
o Link of Configuration Management Database (CMDB) to other processes
• Process #4 – Release & Deployment Management
• Process #5 – Service Validation & Testing
• Process #7 – Knowledge Management
Module 6
• Service Operation is all about achieving balance
o Internal IT vs Business/ Stability vs responsiveness/ quality vs cost/ reactive vs proactive
• Process #2 – Incident Management
o Priority is determined by Impact and Urgency
o Activity workflow• Process #4 – Problem Management
o Incident, Problem, Workaround, Known Error & Resolution
o Activity workflow
Module 7
• Function vs Process
• Function #1 – IT Operations Management
• Function #2 – Service Desk
• Function #3 – Technical Management
• Function #4 – Application Management
Module 8
• Role of CSI in ALL service lifecycle phases
• KPIs and CSFs as service metrics
• Seven-Step Service Improvement Process
o Role of measurement in service improvement
Module 9
• Agile Service Management – Agile principles applied to Service Management for Acceleration
and Optimisation
• Relationship between DevOps and ITIL
Module 10
• IT Governance
o Governance vs Management
o 5 Principles & 7 Enablers
• ISO/IEC 38500: 2015
o Model for IT Governance