Management of IT Services (Post Graduate Course)
‘Video Case Study & Skills Assessment’
Assignment 01 Report
Due Date : 26th of March 2022
Word Limit: The word count requirement for each task is indicated in the Task
Description. (Total word count Approx. 1,600, ‘Excluding’ reference list)
MUST READ BEFORE START:
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
• 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.
Assignment Task for – Management of IT Service
Foundations of IT service management : with ITIL 2011
Author: Orand, Brady
ASSIGNMENT 1 DESCRIPTION AND TASK LIST
Report 1: Requires you to watch a video on the key differences between ITILv3 and
ITIL4, then draw on research materials answer the following questions.
Video Link: ITILv3 vs ITIL4 – Chandra (Edureka)
Report: Video Case Study Report 100 marks
Report Structure and Presentation 10 Marks
Your report should include a title page. The presentation of the report should be
professional, resulting in clarity of message and information.
**Note: Make sure to state your name and student number in the report on the
title page. State the word count of the report (Introduction to Conclusions)
Report Introduction (Approximately 200 words) 10 Marks
Your report should include an introduction to the report. This introduction should
provide an overview of the video case study.
Case Study Questions 60 Marks (Each question – approx. 400 words)
Question 1: The service life cycle approach is the major concept in ITILv3. How is
this conceptre-positioned in ITIL4? Explain with a focus on service “value”.
Question 2: Discuss how ITIL4 consolidated the 9 guiding principles from the ITILv3
into the 7 guiding principles? Present a basic IT service example that follows any
one guiding principle. (15 marks)
Question 3: Discuss why ITIL4 named “practices” instead of “processes” and
“functions” in ITILv3? Provide example of an ITIL4 practice and its equivalent ITILv3
process and highlight the differences in how they are presented.
Question 4: What is the value of using any framework for IT management? How do
you see ITIL4 re-define “service” in comparison with ITILv3 and its impact on ITSM?
Report: Conclusions (approx. 250 words) (15 marks)
Summarise the key lessons you learnt from this video case study and your research.
Your Assignment 1 Report must be structured as follows:
Table of Contents
Body of Report with main heading with appropriate sub headings 1.1, 1.2 etc.. 2 … 3….
List of References, List of Appendices
List of References
Academic writing and copyright law require that you acknowledge the source when using the
ideas of others. In this course, we use the Harvard AGPS Style that requires a list of references
(not bibliographies) and in-text citation of sources. Include page numbers in in-text citations for
quoted or closely paraphrased material. The case study should not be referenced but the ideas
that you used from your prescribed text and readings must be cited in-text and included in the
list of references. Only list those sources that you cited in your written work. Make sure that you
follow the correct Harvard AGPS method of referencing.
• You must cite at least 8 scholarly references. Of these 8 references at least 06 must be
peer-reviewed journal articles less than 10 years old. Websites and videos based
references are not suitable for use in this course’s assignment.
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