Learning objectives This assignment partially addresses three of the learning objectives of this course: LO1: integrate the fundamentals of business process management with service management in reference to the value IT can deliver to the enterprise LO2: critique current research on IT governance and service management and identify 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 Report 1 Specification Report 1 requires you to watch a webinar video, then draw on the course materials and research relevant academic sources (e.g. textbook, journal/ conference papers) to prepare a report as per the requirements presented below. Case study: Why you need ISO/IEC 20000 to ensure success? https://youtu.be/iyJLsV64s2k (1:01:34) In this video, Mr. Saikat Basu discusses his consultation experience in delivering successful ISO/IEC 20000 implementation case study. Mr. Basu sets a context for discussion by introducing ISO/IEC 20000, then introduces the case study organisation, an external IT service provider headquartered in India. Furthermore, Mr. Basu highlights the business benefits achieved after successful ISO/IEC 20000 certification. For the purpose of this assignment, assume the role of a consultant who have been hired by Excel IT, a fictitious Australian IT service provider that is seeking ISO/IEC 20000 certification. You will prepare a report to the CEO of Excel IT.
Subject Name: IT Management
Level: Postgraduate
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