First you need to watch video and then assume the role of a consultant who have been hired by ExcelIT, a fictitious Australian IT service provider that is seeking ISO/IEC 20000certification. You will prepare a report to the CEO of ExcelIT. all the details are available and the word count must be 2000 or more

Referencing Requirements

References are required and the Harvard AGPS standard of referencing must be used. This standard is detailed on USQ Library Site .

Ensure that your reports are fully referenced , including any reference to the text book. Your report should include in-text references and a List of References.

Do not repeat verbatim large slabs of information from other sources such as the text - you must put the ideas/information in your own words.

You must use at least ten (10) academically sound sources other than the textbook in completing this report.

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 ExcelIT, a fictitious Australian IT service provider that is seeking ISO/IEC 20000 certification. You will prepare a report to the CEO of ExcelIT.

Report: Video Case Study Report

Report Structure and Presentation

Your report should include a title page, and Table of Contents. 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 (approx. 250 words)

Your report should include an introduction to the report. Provide a brief introduction that describes the case study report. This introduction should provide an overview of the video case study.

Management of IT Services - Report 1

Report Sections

(Each section - approx. 500 words)

Section 1: Discuss Service Management System and how it can be incorporated into ITSM to deliver value to ExcelIT (20 marks)

Section 2: Present a brief summary of the engagement highlighted by Mr. Basu based on the iterative engagement approach of ISO/IEC 20000 certification journey. Discuss major engagement challenges encountered during the case study. Which ITSM processes may be relevant for you to consider for ExcelIT to implement similar solutions as suggested in the case study? (20 marks)

Section 3: With references to the benefits achieved at the case study, present three key benefits of ISO/IEC 200000 certification. Develop a business case to justify ISO/IEC 20000 certification project implementation at ExcelIT. (20 marks)

Report: Conclusions & Recommendations (approx. 250 words)

Summarise the key lessons you learnt from this case study. Include Recommendations to ExcelIT for achieving ISO/IEC 20000 certification.

Report: Referencing and Appropriateness of Sources

References are required and the Harvard AGPS standard of referencing must be used. This standard is detailed on USQ Library Site .

Ensure that your reports are fully referenced , including any reference to the text book. Your report should include in-text references and a List of References.

Do not repeat verbatim large slabs of information from other sources such as the text - you must put the ideas/information in your own words.

You must use at least ten (10) academically sound sources other than the textbook in completing this report.

Report: Appendix 1 Journal

Prepare a journal that records your activities and progress related to completing this assignment. In date order, clearly list the following:

• Date of research activity
• Full description of activity / discussion (e.g. websites visited, other references accessed in library)
• Time duration of the activity