Report 1 specifications
Word count* Marks out of Weight (%) Due date
1,200 to 1,500 words 100 10 3 April 2017
* Note: the word count does not include references or appendices
Important information
Before you proceed with the assignment, please read this section carefully and make sure you prepare and submit your assignment in accordance with the rules outlined here.
Academic integrity
? This assignment must be your own work. It is acceptable to discuss course content with others to improve your understanding and clarify requirements, but solutions to assignment questions must be done on your own.
? You must not copy from anyone, including tutors and fellow students, nor allow others to copy your work.
? All Assignments will be checked using collusion monitoring tools to ensure that each assignment is the original work of the submitting student. Assignments that do not adhere to this requirement will be deemed as being the result of collusion or plagiarism. This may lead to severe academic penalties. It is your own responsibility to ensure theintegrity of your work. Refer to the USQ Policy Library for more details:
• Academic Integrity Policy
• Academic Integrity Procedure
Late submission policy
USQ’s Assessment – Assignment (Late Submission) and Compassionate and Compelling Circumstances procedures relate to Extensions and Late Assignments. They can be found under the following links:
• Assessment – Assignment (Late Submission) Procedure
• Assessment of Compassionate and Compelling Circumstances Procedures:
An Assignment submitted after the due date without an approved extension of time will be penalised. The penalty for late submission is a reduction by five percent (5%) of the maximum mark applicable for the assignment, for each University Business Day or part Business Day that the assignment is late. An assignment submitted more than ten (10) University Business Days after the due date will have a mark of zero recorded for that Assignment.

Referencing requirements
References are required and the Harvard AGPS standard of referencing must be used. Ensure that your report is fully referenced, including any references to the text book. Your report should include in-text references and a List of References.
A useful link on referencing is from USQ’s Library site: http://www.usq.edu.au/library/referencing
? Do not repeat verbatim large slabs of information from other sources such as the text or video – you must put the ideas/information in your own words.
Report 1 Requirements
Learning objectives
This assignment partially addresses three of the learning objectives of thecourse:
? LO1: integrate the fundamentals of business process management with service management in reference to the value IT can deliver to the enterprise
? LO2: identify the importance of IT governance and service management and the need for organisations to ensure that effective processes are in place to manage the significant investment in IT infrastructure and services.
? LO3: synthesise the nature and contribution of the IT service management standards and good practice frameworks such as IT Infrastructure Library (ITIL), ISO/IEC 20000 and IT4IT™ in providing good practice frameworks for IT service management
Activity A: Journal (maximum 250 words) (5 Marks)
Prepare a journal that records your activities and progress related to completingthis assignment. In date order, clearly list the following:
? Date of research activity/discussion
? Web sites visited to collect information; other references accessed
? Time duration of the activity
If you are working in a team, clearly state the activities of each team member.
Submit this journal as an appendix to activity B. Any references to web pages and online documents, such as white papers, should be listed at the end of the journal.

Structure, presentation of report (10 Marks)
Your report should include a title page, and introduction to the report. State the name(s) of student(s) on the title page. The presentation of the report should be professional, resulting in clarity of message and information. Your referencing should be according Harvard AGPS style.
Activity B: Case study (maximum 1,250 words) (85 Marks)
Watch the video case study, then draw on the course material to answer the following questions.
IT4IT™ - Why Shell is adopting an open standard for managing IT - The Open Group https://youtu.be/EdNZ2BZ3XpA?list=PL4uhUsJo0STkg-wCy6QyVg8KcYfzjtTIA (55:11)
Part 1: Introduction (10 Marks)
Provide a brief introduction that describes the case study report. This introduction should provide an overview of the video case study.
Part 2: Case study questions (65 Marks)
Question 1. What were the gaps in IT service management in Shell company before adopting IT4IT? (20 Marks)
Question 2. Why did Shell decided to adopt the IT4IT™ instead of developing its own framework? (15 Marks)
Question 3. What were the outcomes of adopting IT4IT™ Shell? (15 Marks)
Question 4. On what grounds would adoption of IT4IT™ be justifiable for organisations that had already adopted ITIL? (15 Marks)
Part 3: Conclusions (10 Marks)
Summarise the key lessons you learnt from this case study.

Marking criteria
Criterion HD A B C F Max Marks
Activity/Task A: Journal
Journal Compelling and well-structured account.
Activities clearly described. Initiative clearly demonstrated.
Reference list provided and correctly formatted. Good structure and comprehensive account of activities.
Referencing compliant with Harvard AGPS referencing method with some minor lapses. Adequate structure and account of activities.
Minor errors in referencing method. Adequate structure but limited description of activities.
Limited references provided and/or poorly formatted reference list. Poor structure and/or inadequate list of activities. Incoherent account.
Lack of reference list or poorly formatted references. 5
Activity/Task B: Report
Presentation of report Professional presentation of material resulting in clarity of message and information.
Professional appearance of title page and accurate table of contents. Carefully and logically organised.
Title page and table of contents clear and accurate. Shows organisation and coherence.
Adequate title page and table of contents. Shows some attempt to organise in a logical manner.
Some flaws in title page and/or table of contents. Disorganised/ incoherent.
Poor formatting, or missing title page, table of contents. 10
Appendices are clearly labelled and referenced. Appendices used to provide appropriate supporting material Adequate use of appendices for report readability. Appendices not clearly identified or referenced.
Excellent clarity of expression.
Grammar and spelling accurate.
Referencing fully compliant with Harvard AGPS referencing method.
Wide range of appropriate sources appropriately analysed, applied and discussed. Expression fluent. Grammar and spelling accurate.
Referencing compliant with Harvard AGPS referencing method with some minor lapses.
Variety of appropriate sources appropriately analysed, applied and discussed. Grammar and spelling mainly accurate.
Most sources are referenced. Minor errors in referencing method.
Clear evidence of research and application of textbook concepts. Grammar and/or spelling contains errors.
Gaps in referencing and errors in in-text references or reference list.
References are used in a purely descriptive way indicating limitations of understanding. Frequent mistakes in grammar and/or spelling.
Unsatisfactory referencing. Few or no references or inconsistent reference method.
No evidence of research or irrelevant sources cited.
Activity/Task B1:Introduction
Introduction Clearly introduces the company and report.
Has addressed the purpose of the assignment comprehensively. Reasonable details of company and report.
Has addressed the purpose of the assignment coherently .Basic facts on company and report.
Addressed the main purpose of the assignment. Some aims identified. Lacks vital information about the company and report.
Fails to address the purpose of the assignment. 10

Criterion HD A B C F Max Marks
B2: IT Case study questions
Question 1 Identifies all the gaps and demonstrates sophisticated understanding of IT4IT™ relevance to business and IT. Identifies most of the gaps and demonstrates comprehensive understanding of IT4IT™ relevance to business and IT. Identifies some of the gaps and demonstrates adequate understanding of IT4IT™ relevance to business and IT. Identifies a few of the gaps and demonstrates limited understanding of IT4IT™ relevance to business and IT Fails to identify the gaps 20
Question 2 Demonstrates sophisticated understanding of advantages of IT4IT™ adoption. Demonstrates comprehensive understanding of advantages of IT4IT™ adoption. Demonstrates adequate understanding of advantages of IT4IT™ adoption. Demonstrates limited understanding of advantages of IT4IT™ adoption. Inadequate understanding of advantages of IT4IT™
adoption. 15
Question 3 Demonstrates sophisticated understanding of outcomes of IT4IT™ adoption. Demonstrates comprehensive understanding of outcomes of IT4IT™ adoption. Demonstrates adequate understanding of outcomes of IT4IT™ adoption. Demonstrates limited understanding of outcomes of IT4IT™ adoption. Inadequate understanding of outcomes of IT4IT™
adoption. 15
Question 4 Demonstrates sophisticated understanding of IT4IT™ and ITIL integration Comprehensive understanding of IT4IT™ and ITIL integration Adequate understanding of IT4IT™ and ITIL integration Limited understanding of IT4IT™ and ITIL integration Inadequate understanding of IT4IT™ and ITIL integration 15
B3: Conclusion and Recommendations
Conclusions Clear conclusions well- grounded in material presented demonstrating insights into ITSM and IT4IT™ concepts. Good development shown in conclusions. Adequate development shown in conclusions. Limited conclusions do not build on analysis. Conclusions not drawn from material. 10
Total 100