BIT352

BIT352 Systems Implementation & Service Management Major Assignment Page 1 of 4BIT352 Systems Implementation & Service ManagementAssignment 1
Contribution:
10% of overall mark for the subject
Type:
Group Assignment
Submission:
Week 5
CookMyProject
Case Study BackgroundAs the post-war baby boomers approach retirement, and with the increased importance given to leisure,there has been an increase in the demand for good quality travel accommodation. Traditional caravanparks have been replaced with high quality privately-owned caravan parks. Independent caravan parksare at a distinct disadvantage for a number of reasons and as a consequence they often join togetherto form caravan park ‘clubs’. These clubs (which you might describe loyalty clubs) offer travellers addedbenefits but also help the organisation to ‘lock in’ club members to the particular club.There are a number of main caravan park clubs in operation across Australia; Family Parkshttp://www.familyparks.com.au, Big4 http://www.big4.com.au,Top Parks https://topparks.com.au, KuriParks https://kuiparks.com.au. This is no different from other competitive environments such as hotelliquor shops or chemist shops which are independent but join together (eg Thirsty Camel, Duncans,Chemist Warehouse, AMCAL). Each of these chains often have loyalty cards.Imagine there is another caravan park club called Coast to Country Parks (CCP Club). Like the otherclubs its aim is to enable the parks to provide common services and build loyalty amongst members ofthe public who joined the club. They have a large number of independent caravan parks that provideaccommodation to the public club members in all states of Australia.There is currently an ad hoc approach to service management by IT support staff at the Head Officelocated in Melbourne and both small and large caravan parks.RequirementsIT Service Management has been adequate over the years. However, in recent times there has beenincreasing concern about the level of service. Imagine that you have been asked to investigate optionsfor a Service Level Agreement (SLA) for the CCP Club. Imagine that they have no idea what is meantby an SLA, what it should include and the criteria they might use to select one over another. You are towrite a brief report outlining details of your research and the criteria they could use to determine themost appropriate provider.Gathering information: Use the lecture notes, tutorial work, Internet and other sources (textbooks,magazines, journals, personal contacts etc.) to find examples of Service Level Agreements. Ensure youcite the sources of your information correctly. Using this information, make recommendations asoutline in the requirements.Please note this point about plagiarismAny material that is found to be plagiarised will result in your assignment being graded as a fail.BIT352 Systems Implementation & Service Management Major Assignment Page 2 of 4
ASSESSMENT OVERVIEW AND FEEDBACK SUMMARYAll assessments (except for final examination) and feedback are provided via the MOODLE siteand in classes.
AssessmentTasks:
Due Date
SubjectLearningOutcomes
CourseLearningOutcomes
MP GraduateAttributes
Weight(%)
Comments
TestWritten assessmentexamining theconcepts andprinciples ofsystemsimplementation andmaintenance %
Week 7
d, e, f
1,2,3,4,6
A, B, C,D,E,F
20%
Individual
Report&PresentationDevelopment ofimplementationplan for an SLA.Includes:•Service Catalogue•SLA requirements•Implementationissues.This assessmentmay be undertakenas a group activity.(equivalent to1,200 words)
MultipleprogressivesubmissionsWeek 5, 12& 13
a, b, c, d, e, f
1,2,3,4,6
A, B, C,D,E,F
40%
Group
Examination 2hours
ExamPeriod
a, b, c, d, e
1,2,3,4,6
A, B, C,D,E,F
40%
Individual
BIT352 Systems Implementation & Service Management Major Assignment Page 3 of 4BIT 352 Systems Implementation & Service ManagementSLA Research Assignment Marking Rubric
Criteria
Excellent
Very Good
Good
Acceptable
Unsatisfactory
None
HD80%+
D70%-79%
CR60%-69%
P50%-59%
Fail< 50%
Definition and explanationof IT Service LevelAgreement (SLA).Elements:Definition and explanation ofIT Service Level Agreement(SLA). Identification of keycomponents of an SLA.Explanation provided withexamples as required. Clearevidence of research.(40 marks)
Clear and persuasiveoutline and explanation ofan IT Service LevelAgreement (SLA).Comprehensive list ofessential key components.Explanation provided withexamples as required.Clear evidence of researchwith references
Clear outline andexplanation of an ITService Level Agreement(SLA). Detailed list ofessential keycomponents.Explanation provided withexamples as required.Clear evidence ofresearch with references
Reasonable clearoutline andexplanation of an ITService LevelAgreement (SLA).List of most keycomponents.Explanation providedwith some examplesEvidence of researchwith references attimes
Outline andexplanation of anIT Service LevelAgreement (SLA).List of some keycomponents.Explanationprovided withsome examplesEvidence ofresearch
Very brief outline andexplanation of an ITService LevelAgreement (SLA).Few key componentsidentified.Few if any examplesLittle or no evidenceof research
Notcompleted
BIT352 Systems Implementation & Service Management Major Assignment Page 4 of 4
Service CatalogueElements:Service Catalogue definedand explained. Examples asrequired. Clear evidence ofresearch.(20 marks)
Clear and persuasiveoutline and explanation ofService Catalogue.Explanation provided withexamples as required.Clear evidence of researchwith references
Clear outline andexplanation of ServiceCatalogue.Explanation provided withexamples as required.Clear evidence ofresearch with references
Reasonable clearoutline andexplanation ofService Catalogue.Explanation providedwith some examplesEvidence of researchwith references attimes
Outline andexplanation ofService Catalogue.Evidence ofresearch withreferences attimes.Explanationprovided withsome examplesSome evidence ofresearch
Very brief outline andexplanation ofService Catalogue.Few if any examplesLittle or no evidenceof research
Notcompleted
Recommendations for casestudy SLA criteriaElements:Evidence of understanding ofcase study requirements foran IT SLA.Criteria identified andexplained.Examples provided whereappropriate.(30 marks)
Clear evidence ofunderstanding of casestudy requirements for anIT SLA.Criteria identified andexplained.Examples provided whereappropriate.
Good understanding ofcase study requirementsfor an IT SLA.Criteria identified andexplained.Examples provided whereappropriate.
Evidence ofunderstanding ofcase studyrequirements for anIT SLA.Some criteriaidentified andexplained.Evidence of researchwith references attimes
Logic and ofunderstanding ofcase studyrequirements foran IT SLA for themajority of thesection.Some criteriaidentified.Some evidence ofresearch
Little understandingof case studyrequirements for anIT SLA.A few criteriaidentifiedFew if any examplesLittle or no evidenceof research
Notcompleted
PresentationEvidence:Has been proof-read forstructure, consistency andvocabulary,spell and grammar checked,follows template and containsa generated Table ofContents(10 marks)
Free of any grammaticalerrors; use correctsentence structure andrange of vocabulary;consistent formattingfollowing template andcontains generated Tableof Contents
Well organized and thelogic is easy to follow.There are very fewspelling or grammaticalerrors. The terminology isclearly defined.Follows template andcontains generated Tableof Contents
Generally wellorganized and mostof the logic is easy tofollow. There are onlya few minor spellingor grammatical errors,or terms are notclearly defined.Writing is mostlyclear.
Shows someorganization.There are somespelling and/orgrammaticalerrors; technicalterms aregenerally poorlydefined. Writing ismostly clear but isconfusing in parts.
Is poorly organizedand difficult to read –does not flowlogically from onepart to another.There are severalspelling and/orgrammatical errors;technical terms arenot clear. Writinglacks clarity
Total
out of 100
Final mark
out of 10