IT SERVICES MANAGEMENT

CET369 – IT Service Management
Project Plan and Role Report
Learning Outcomes
1. Demonstrate in depth knowledge of the stages in the lifecyle of IT Service Management
2. Determine how to maximise the business value for an organisation through it’s use of IT (strategise)
3. Identify appropriate tools, techniques, frameworks (such as ITIL) and software to plan, implement and manage IT Service delivery
4. Successfully manage (i.e design, create, delivery, support and evaluate) an IT Service Solution
Important Information
You are required to submit your work within the bounds of the University Infringement of Assessment Regulations (see your Programme Guide). Plagiarism, paraphrasing and downloading large amounts of information from external sources, will not be tolerated and will be dealt with severely. You should make full use of any source material, which would normally be an occasional sentence and/or paragraph (referenced) followed by your own critical analysis/evaluation. You will receive no marks for work that is not your own. Your work may be subject to checks for originality which can include use of an electronic plagiarism detection service.
Where you are asked to submit an individual piece of work, the work must be entirely your own. The safety of your assessments is your responsibility. You must not permit another student access to your work.
Where referencing is required, unless otherwise stated, the Harvard referencing system must be used (see your Programme Guide).
Please ensure that you retain a duplicate of your assignment. We are required to send samples of student work to the external examiners for moderation purposes. It will also safeguard in the unlikely event of your work going astray.
Submission Date and Time Submission date noted via Canvas
Submission Location Electronic submission via Canvas

The assessment is worth 100% of the module mark. The task should not exceed 40 hours of effort. The task is described below. Where wordage is provided this is guidance rather than a strict limit.
Background
The assessment uses the case study that is viewable as Appendix A. The case study outlines the potential implementation of Google Workspace within the College of Newland. The following project considers varying elements of ITSM and how an implementation would be managed from beginning to completion. The case study highlights strategic requirements within the business which add enhanced value across multiple areas.
Appendix B provides a project plan template for use task 1.
Appendix C provides 4 role descriptions for use in task 2.
Task 1
For this part of the assessment you are in the role of Project Manager.
You have read the case study, now following the ITIL ITSM model, you must use the information and template provided in Appendix B to produce a project plan for implementation which outlines the following:
1 - Introduction
1.1 – Scope
1.2 – Purpose and Objectives
2 – Tasks and milestones
3 – Resources required
4 – Risks, Mitigation and Issues
4.1 – Risks Identified
4.2 - Mitigation of Risks
4.3 – Issues Identified
5 – Plan Details
6 – Scheduling
7 – Communications plan
8 – Sign off

Guidance of 1000 – 1500 words.