ICT Service Management ICA [2018-19]

Your company sells second hand/used cars from a small showroom in a quiet rural location. There are three other branches varying from 20-300 miles away. You would like to make your branch (the largest and most central) the Head Office. Currently you use paper-based forms to track sales and part exchanges of vehicles. You are rapidly running out of storage space for paperwork and find it difficult to stay in touch with customers or follow the work of your sales team. Your company intends to implement the following: • A networked solution to incorporate all the offices, which should be able to provide the following IT services: o A booking system for customers to book appointments for servicing vehicles and viewing cars o A database for keeping/maintaining customer details o A system at Head Office for keeping/maintaining details of the 300 staff members; including performance related data (e.g. number of sales made per month, average sales prices, profits etc.) o A system to compare performance metrics between branches, sales staff and across the company as a whole o A system for staff to view car stock details with customers in the showrooms • Up to date security and backup systems, including CCTV • Staff training programme Key Business Hours: o Monday-Friday: 8am – 7pm o Saturday: 10am – 5pm o Sunday: 10am – 4pm As a result of these planned changes you have been asked to manage the process (as the only ITIL expert in your company). You need to provide: Part 1 – Project Plan (25%) – Assessed as a team As a team you need to prepare a project plan, identifying the necessary steps using a detailed Gantt chart, over the teaching weeks for your module (based on the given scenario). You need to identify the following: • Team member roles and tasks • A list of policy documents you will need to implement, with a brief description/list of the indicative content in each. You must identify one policy document for each team member to write (for part 2 of this ICA). For example, Password Policy or Acceptable Use Policy. You need to demonstrate that you have taken a co-ordinated approach and that your documents are complementary. • A list of key processes to enhance day-to-day operation of IT services (e.g. a process to show steps taken when reporting an IT issue to the service desk, or a process showing the steps taken when asking for a change request). You must identify one process for each team member to cover in part 3 of this ICA. • A brief outline of the security considerations you need to consider, and how these are built into the planning. • A brief outline of how you will evaluate the effectiveness of your plan after its implementation. • An overview of how you have worked together as a team. This must include a breakdown of points as follows: The following table must be submitted as part of this planning document by each individual team member, but must be completed as a group exercise. The uploaded documents are expected to be the same for every member, and will be cross-matched. Members who do not include a copy of the table will be assumed to have not undertaken the exercise and lose the marks. • Your team is awarded 101 points to share between members, based on effort and achievement. You must complete a table identifying the split of points between you. Note that only full marks can be distributed (if fractionalised marks are awarded your team will be penalised) and the total must come to 101 for the team as a whole. Note that this is a team exercise and will involve open and honest discussion. Upload a copy of this document (one per team member) to Blackboard by the deadline. Suggested word count = 1000. Part 2 – Policy Document (25%) – Assessed individually Each team member is required to write and upload a policy document to Blackboard. Team members must not write the same document, and they should each complement your team plan. For example, you may choose from policies such as these (but stick with those you identified in Part 1): • Bring Your Own Device • Acceptable Use • Information Security & Compliance • Suitable Password Suggested word count = 1000. Part 3 – Process Poster (25%) – Assessed individually Each team member is required to produce an A4 poster (in landscape orientation) demonstrating a flow diagram of the management of a specific process. You will have identified this process during Part 1 of the ICA. Again, team members should create a different poster, each demonstrating a different process, but they should tie with your project planning. These posters could be used as part of in-house training but should be self-explanatory and serve as a useful reminder to relevant staff. They should also incorporate relevant current legislation where applicable. You are expected to create a team ‘look and feel’ to your posters so that they portray a corporate image suitable for this scenario. Your posters will be displayed on an identified date (notified in advance) during class. They will be marked at this point. The deadline for uploading a copy to Blackboard will be notified in advance. Each team member must upload a copy of their individual poster. Suggested word count = 200. Part 4 – Service Level Agreement (25%) – Assessed as a group Your team needs to complete a Service Level Agreement to be used between the Head Office IT department and other sites to cover all of the IT services. The SLA should aim to determine a standard minimum level of service delivery across all sites. The SLA should include all aspects of delivery, and should include (as a minimum, in no particular order): • Service Desk Operation • Security • Disaster Recovery • Change Management o Software Installation/updates o Hardware installation/updates o Change requests • Operational hours • Performance Metrics • Staff responsibilities o Users o Reporting structure • Some reference to policies relevant to the company (titles and short paragraph descriptions only) • Network diagrams where appropriate • Any other aspects which you feel are relevant        

Sample Solution