IT Service Management Consultancy Coursework

Learning Outcomes

The learning outcomes that are assessed by this coursework are:

1.To describe and critically analyse the structure and function of IT services within a company in relation to its business and industry context.

2.To explain and evaluate a range of technical and IT service issues associated with the operation of IT services in a leading-edge environment.

3.To identify and recommend strategies and responses for the company in relation to the issues and problems presented in a client briefing.

4.To develop skills in applying a range of approaches in presenting the results of the consultancy.

This coursework is derived from the activities and work conducted in the online and face-to-face seminars and in individual study.  Face-to-face seminars will concentrate on tackling some major challenges and scenarios which IT Service Management (ITSM) either do have to deal with or may have to deal with.

During the term we will tackle four key areas covering:

·Establishing Problem Management

·ISO27001 Progression

·Data Centre Reorganisation.

·Sustainability

Each problem area will involve the presentation of the problem area, scenario and requirements by the tutor. Basic background information will be provided by the tutor to enable you to pursue follow up information.

Consultancy reporting will be initially during the session on each key area and towards the end of the three week session. Reporting will address: problem and requirements, issues, possible approaches, information and facts, recommendation options, and implementation strategy. Reports will need to address methodologies, skills required, possible suppliers, what the service might look like, and benefits.

Each of these will be dealt with over two weeks and will involve scene setting and problem identification, information gathering and analysis and discussion..

In Week 11 (Monday December 14th 2020) you will be randomly allocated one of the four  consultancy briefs to deliver as a consultancy portfolio.

While you then have a month to deliver, you should have built up materials and text on all four problem scenarios as the module progresses as well as having a draft client profile. Engagement and sustained work during the module will ease the effort required to complete the consultancy report.

Context

You will be required to select a public sector client. You will need to investigate the organisation and define its current systems and services. This organisation will form the context for your allocated consultancy area.

Your portfolio will start with a Client Profile of the organisation and its background and context as a basis for the consultancy reports.

You will need to maintain awareness of what is going on in the public sector client and what is changing over the 11 weeks; also what is changing in the Government sector and the IT industry. You will also need to monitor and scan professional and UK government literature.

Structuring Your Report

Your report will contain two sections: Client profile, plus the problem-oriented consultancy report addressing your allocated problem-oriented seminar brief.

Client Profile: This will cover: Introduction to client, its responsibilities and scope; overview of IT systems and services in the organisation; historical review of how current state of IT services has been reached. Range of IT suppliers used and current relationships with suppliers; problems and issues experienced by IT services; declared future plans and strategy.

Consultancy Reports. Your consultancy report will vary in structure and content depending on the subject. A basic template will contain: definitions and introduction to the IT service domain, current state of affairs concerning the brief in the organisation, evaluation and recommendations for change, improvement or a new project, IT service management implications

You should investigate examples of consultancy reports in order to find an appropriate style and layout for your client.

Deliverables to be submitted for assessment:

Your submission should be around 5 sides of A4, approximately 500 words of client profile and 1500 words of consultancy report on the allocated client briefing.

Sources should be listed at the end of the report but are not part of the consultancy report.

Any quote should be clearly indicated by indenting, italics and quote marks.