Last update: 2/17/2016
BCIS 5520
Information Technology Service Management (ITSM)
Spring 2016
Instructor: Dr. Jack D. Becker
Skip to Syllabus;
Office:
Business Leadership Building, Room 312A BLB
Phone:
940.565.3110/3113
Fax:
940.565.4935
Email:
becker@unt.edu
Website:
http://www.coba.unt.edu/itds/faculty/becker/
Office Hours:
Classroom:
Class Times:
PDF new
Wed. 4:00-5:15 pm & Th. 5-6pm; & by appointment
Room 314 BLB (Seminar Room)
Wed, 6:30 p.m. – 9:20 p.m.
Description: 3 hrs; Course will focus upon providing a standards-based
framework to 1) structure IT-related activities and approaches for supporting
and delivering IT services; 2) to enhance the interactions of IT technical
personnel with business customers and users, and 3) to increase the quality,
reliability and flexibility of IT services. The relationships of ITSM processes
(e.g., ITIL, COBIT, COSO) with other business process improvement
approaches (e.g., TQM, Six Sigma, Business Process Management, CMMI,
SOX), frameworks and methodologies will also be investigated.
Prerequisites: BCIS 5090, BLAW 5050, FINA 5040, MGMT 5070, DSCI 5010
or equivalent; BCIS 5120.
Course Objectives:
•
Define IT Service Management (ITSM) and discuss the approaches that
IT managers can use for successful IT service deployment.
•
Define ITIL (IT Infrastructure Library) and other popular standards and
frameworks
•
Examine the roles of IT professionals, customers, and process owners in
developing effective IT services
•
Define the major IT Service Support functions: Incident management,
problem management, configuration management, change and release
management, and managing the service desk
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Explain the key IT Service Delivery functions and ITSM
approaches: Service level agreements (SLAs), efficient management of IT
service deliverables, IT capacity management and demand forecasting,
service availability and continuity management, and IT security
management.
•
Discuss ITSM-professional organizations and continuing educational
and certification opportunities.
GRADES [LIVE.pdf]
Exam Components (Midterm) Practice Midterm Exam
REQUIRED Readings Materials:
Jan Van Bon, et.al. (Inform-IT group), Foundations of IT Service Management with ITIL V3, 2011
Brady Orand & Julie Villarreal, Foundations of IT Service Management,
ITILYaBrady, (June, 2011).
OPTIONAL Texts (Click here):
Charlie Feld, Blind Spot: A Leader’s Guide to IT-Enabled Business
Transformation, Olive Press, 2009.
Sue Conger and Ulrike Schultze, IT Governance and Control: Making
Sense of Standards, Guidelines, and Frameworks, SIM APC Working
Paper, 2010. Will be distributed FREE in class.
Scordo, Christopher, ITIL V3 Exam Prep Questions, Answers, &
Explanations: 800+ ITIL Foundation Questions with Detailed Solutions.
SSI Logic press; 2012. Paperback
Other Excellent Reading Materials with links to Amazon.Com book sales
may be found below.
ITDS Electronic Library Resources NEW (Very comprehensive)
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UNT Library Catalog
[UNT Card Catalog] NEW Article Search Hints *
Info~Tech (formerly Gartner Reports): [UNT EUID and Password
required]; McKinsey Quarterly Reports [Sign up for Reports]
ITIL & ITSM Links [UNT BCIS 5520 Students Global Resource] NEW
ITIL Official Website NEW
Engineering Village NEW
Google Scholar NEW
UNT library Ask-us NEW (Online Chat and Email Reference Service)
Forsythe Group Focus Magazine. Many relevant practitioner articles.
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Also, Check out the Bibliographies of the related articles already posted on this website.
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Prometric ITIL Test Centers NEW BCS Professional Certifications
(Formerly ISEB)
• ITIL ITSM Foundation Syllabus (.pdf), 2013, AXELOS Global Best
Practices.
• BCS = The British Computing Society
itSMF – IT Service Mgt Forum; https://itsmfusa.site-ym.com/ NEW
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Term Paper & Presentation Project (400 pts)
The subject of the paper should be relevant to the management of information
assets and can be based on one of the topics covered in class, mentioned in
your textbook, or any other topic relevant to IT Service Management.
I. Introduction to topic. Title and statement of the topic (100 to 250 words).
The topic statement should be in paragraph rather, rather than outline, form.
Answer the question: Why should we care about your topic? Use outline form
for rest of the paper when appropriate.
II. Key Issues (KIs) for management of topic. Answer the question: To what
things (i.e., nouns) must you pay attention in order to be successful at managing
topic? You cannot have more than 10 or fewer than 5 KIs, preferably 6 to 8.
NOTE: These MUST lead to the definition of CSFs in V. below
III. Model/framework/theory/taxonomies. Answer the question: What
concepts, paradigms, approaches, etc. are there to help us understand and/or
organize the subject matter?
IV. Primary content -- Cover the subject matter – Provide management with
the “how to do it” details. Ideally the content of section III and/or II provides
you with a way to organize this section into several sub-headings. Case
examples could go here too. Put longer cases, and supporting materials which
cannot be easily cited in the References section into the Appendix.
V. Critical success factors (CSFs) for successful management of this area.
Answer the question: What things must be done right in order to be
successful at managing this? Ideally this section links back to section
II’s KIs. Section V's CSFs should serve as your conclusions and summary
section; but, if necessary, include a separate section before this one to deal
with additional conclusions. You cannot have more than 10 or fewer than 5
CSFs, preferably 6 to 8.
VI. References. [Not included in word counts]
VII. Appendix. [Not included in word counts] Include PowerPoint
Presentation Slides here. Copies of important references; website materials;
and figures and tables not included in main body of report.
Proposal (25 pts. 400-750 words) due: Feb 24th (Week 6)
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Paper (325 pts; 3000-5000 words) & Presentation (50 pts; slides) due: May
4th (Week 15); Scoresheet NEW
Specific Grade Requirements
Your grade for this course will be based on the following:
Point Distribution
Grading Scale
Points
Component
Percent
Grade
Midterm
500
90.0 – 100 %
A
Final
300
80.0 – 89.9 %
B
8 individual Journal/Magazine article
evaluations (50 points each) – includes
class participation
350*
70.0 -- 79.9 %
C
8 individual WSJ article evaluations (50
points each) – includes class participation
Attendance Incentive (5%) NOT BONUS
350*
60.0 – 69.9%
D
100
> 59.9%
F
Subtotal
1,600
Graduate Research Project
400
TOTAL
2,000
*NOTE: Lowest 100 points assignment dropped.
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2016 Article Compendium (in-progress; more links
forthcoming)
Bailey, Elana & Becker, Jack (2014), “A Comparison of IT Governance &
Control Frameworks in Cloud Computing,” Twentieth AMCIS, Savannah,
GA, August, 2014.
Bartlett, Courtney, The State And Direction Of Service Management:
Progression, Deceleration, Or Stagnation? , March 17, 2014; Forrester
Research NEW 2015
Blake McNaughtona, Pradeep Raya, Lundy Lewis (2010), “Designing an
evaluation framework for IT service management” Information and
Management, May 2010 NEW 2013
BMC Software, “Making the Move to a Cloud - Based IT Service
Management (ITSM) Platform: Why the Time Is Right to Put Aside Your
Fears & Capitalize on Today’s Latest Innovations,” THINK Strategies,
2013. 6 pages. NEW 2014
Bon, J. Von, Jong, A. d., Kolthof, A., Pieper, M., Tjassing, M., Veen, A. D., &
Verheijen, T. Foundations of IT Service Management Based on ITIL V3.
Amersfoort, Netherlands: Van Haren Publishing, Zaltbommel (2011).
Coyle, David M., “IT Service and Support for Senior Executives and VIPs”,
Gartner (G00215982), August 15, 2011. 7 pages.
Desmet, Driek; Wei Wang, Kevin; and Xia, Chenan. “A strategic role for
China’s CIO,” Insights & Publications, McKinsey & Company. Summer
2013. Pp. 22-27 (8 pages).
(http://www.mckinsey.com/insights/business_technology/a_strategic_role_for_chinas_cios ) NEW 2014
Fisher, Cameron. “Opportunity-driven IT Service Management,” Journal of
Digital Assett Management. Vol;. 4, 6, 377-394. 2008 NEW 2015
Gandhi, Anshuk; Magar, Carmen; and Roberts, Roger. “How Technology can
drive the next wave of mass customization,” Insights & Publications,
McKinsey & Company. February 2014.
(http://www.mckinsey.com/insights/business_technology/how_technology_can_drive_th
e_next_wave_of_mass_customization ) NEW 2014
Dos Santos, J.C. and da Silva, M.M. (2012). “Cost management in IT
outsourcing contracts: The path to standardization,” Journal of
Outsourcing and Organizational Information Management, 2012, 1-17.
NEW 2014 (light on ITIL references)
Greene, Jarod and Brooks, Jeffrey M., “How to Establish Best Practices for IT
Service Support Metrics,” Gartner (G00229242), January 19, 2012. 7 pages.
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Jai, Ronnie and Reich, Blaize Horner, “IT Service Climate—An Essential
Managerial Tool to Improve Client Satisfaction with IT Service Quality,”
Information Systems Management, 28:174-179, 2011. 7 pages.
Knahl, Martin Hans. (2009) “A Conceptual Framework for the Integration of
IT Infrastructure Management, IT Service Management and IT
Governance,” World Academy of Science, Engineering and Technology.
52, 2009. New 2013
Landrum, Hollis; Prybutok, Victor; & Zhang, Xiaoni. “A comparison of
Magal’s service quality instrument with SERVPERF,” Information &
Management, January, 2007. Pp 104-113. Vol. 44, Is. 1. NEW 2014
Likier, Marty, “9 Steps to Implementing a Successful Configuration
Management System,” Focus Magazine, Forsythe Group (2013, May 9). 5
pages. NEW 2015; Reprinted from http://www.itsmwatch.com/itil/article.php/3919551/9-StepsTowards-a-Successful-CMS-Part-II.htm
Market Overview: SaaS IT Service Management Tools by Stephen Mann,
February 21, 2013; Forrester Research. NEW 2015
Marrone, Mauricio & Kolbe, Lutz M., “Uncovering IT IS claims: IT executives’
perception on benefits and Business-IT alignment,” Information Systems EBusiness Management (2011) 9:363-380. 18 pages. NEW 2014
Nenickova, Hana, “Critical Success Factors for the ITIL Best Practices Usage,”
Economics and Management: 2011.16. 7 pages.
Rivard, Ed, “IT Operations Governance: 6 Critical Success Factors,” Focus
Magazine, Forsythe Group (2014, March 6). 7 pages. NEW 2015
Rivard, Ed and Simmons, Robert, “The IT Service Catalog: Who Owns it?”
Focus Magazine, Forsythe Group (2013, August 7). 5 pages. NEW 2015
Spafford, George & Cosgrove, Terrence, “Applying ITIL to End-User Computing,
Gartner (G00212320), March 30, 2011, 6 pages.
Spremic, M; Zmirak, Z. and Kraljevic, K (2008). “IT and Business process
performance management: Case Study of ITIL Implementation in finance
service industry,” ITI 2008 30th International Conference on IT
Interfaces, pp. 243-249. NEW 2014
Ming-Shian, W., & Li-Wei, C. (2011). The Preparedness of Critical Success
Factors of IT Service Management and Its Effects on Performance. Service
Industries Journal, 31(8), 1219-1235. doi:10.1080/02642060903437014
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Roses, Luis Kalb; Hopen, Norberto; and Henrique, Jorge Luiz. “Management
of perceptions of information technology service quality,” Journal of
Business Research, 62 (2009), 876-882. NEW 2014
TechExcel Inc. (2012). “ITIL Implementation and Process Guide.” Lafayette:
TechExcel, Inc. NEW 2013
Vyomlabs. (2012, March 17). “Implementing ITIL: Product First Or Process
First?” Webinar Wrap- up. Retrieved from Vyomlabs: Aligning IT with
Business: URL NEW 2013
Wui-Ge, T., & Toleman, M. (2009). “Implementing IT Service Management: A
Case Study [Queensland Health] Focusing On Critical Success Factors.”
Journal of Computer Information Systems, 50(2), 1-12. Retrieved February
18, 2013, from URL NEW 2013
Other Classroom Supplements (Tentative)
AXELOS COMMON GLOSSARY NEW 2014
The Axelos online Common Glossary covers over 1000 IT service management and project
management terms, definitions and acronyms used in the Best Management Practice portfolio
of publications. Building on the individual glossaries within IT Service Management (ITIL) and
Project, Programme and Portfolio Management (PPM) publications, the Common Glossary takes
a consolidated approach, providing a generic definition followed by modifying detail where the
interpretations of ITIL and PPM differ.
Guest Experts:
Barbara Stewart; Director, IT Enterprise Architecture – Celanese
Susan Shellhause; Global ITIL Process Lead, Celanese
Celanese Case Study (w/ Dr. Ulrike Schultz)
Guest Subject Matter Experts:
Wil Clark, IT Serv Performance Director, AVC & CIO ITSS Admin, UNT
Alan Garrison, IT-Spec IV, UNT
Charles Williams; Sr. Partner; KEDARit
Peter Beasley; CEO; NetwatchSolutions
Semester Schedule (Last update: 2/17/2016)
Semester Schedule**
Week
Date
(Wed.)
Topics, Readings, Guest Speakers
1
Jan 20
IT Service Management Introduction – Services &
Quality, Organization & Policies, Process Flows &
Management
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NOTE: These Links
will be updated weekly
Assignments &
Supplemental
Readings
Chap 1 (JVB);
Last update: 2/17/2016
2014 Campbell Case Study
NEW 2016
IT Dilemma #1.05; NBRE: “Is US Economic
Growth Over?” Robt. Gordon NEW
Handout #1.01; NEW
Dynamic Reconfiguration
Deployment (2006) #1.03;
Market Overview: SaaS IT Service Management
Tools by Stephen Mann, February 21, 2013;
Forrester Research. NEW 2015
2
Jan 27
ITIL Overview; IT Service Catalogs; Metrics &
Process Improvement
JIT Strategy for a Turbulent World; (.pdf) NEW
Review of ITIL Studies (2011)
Hwk #1A; Handout #2
Chap 2 (JVB)
Hwk #1A NEW
The State And Direction Of Service Management:
Progression, Deceleration, Or Stagnation?
Courtney Bartlett, March 17, 2014; Forrester
Research NEW 2015
3
Feb 3
ITSM: Service Strategy Phase of Lifecycle.
Balanced Scorecard reading (Wagner, 2002)
Topics and Applied Theories in ITSM (HICSS
2013) NEW
4
Feb 10
Service Strategy/Governance; Functions and
Process
Chap 1 (OV); Chap 3
(JVB) Handout #3
Hwk #1B NEW
Chap 2 (OV); Chap 8
(JVB); Handout #4 NEW
Guest Speaker:
Hwk #2A NEW
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Wil Clark, IT Serv Performance Director, AVC & CIO
4 Signs Your
ITSS Admin, UNT
“How IT Governance Facilitates Alignment &
Resource Optimization” EY Presentation 2012
Organization May
Need ITIL Training
(2015) NEW 2015
Mapping ITIL with Other Technology Standard
BEST Practices (2013) NEW
5
Feb 17
Functions & Processes in Service Strategy
Guest Speaker:
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Alan Garrison, IT-Spec IV, UNT
Chap 3( OV); Chap 9
(JVB); Research;
Handout #5
Hwk #3A (+Bonus #1)
ITSM Governance: 3 Case Studies (Becker, 2007)
IT Risk Management (Westerman, G.); (June 2009)
Cloud Adoption & Risk Report (2013, SkyHigh)
Cloud Adoption & Risk Report (Q4,2015; SkyHigh)
NEW 2015
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Feb 24
Service Design Overview
Top 10 ITSM Tools (2012 Survey); Top 10 Service
Desk Vendors (2013 Survey) NEW
Zachman Framework Figure; Evolution of
Zachman Framework NEW
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Chap 4( OV); Chap 4
(JVB); Handout #6
Research Proposal Due
(25 pts);
Last update: 2/17/2016
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8
Mar 2
Mar 9
EXAM #1 (1.5 – 2.0 hrs); 500 POINTS
Scoresheet for Preproposal, Term project,
and presentation. NEW
Exam #1
Chapters: 1-4 (OV); 1-4 & 8-9 (JVB)
Due: (+Bonus #1)
Service Design Functions and Processes: Process
Guide: Service Level Mgt NEW; Service Catalog
Mgt; Availability Mgt; Capacity Mgt; Information
Security Mgt; Supplier Mgt; IT Service Continuity
Mgt.
Chap 5 (OV); Chap 10
(JVB); Handout #7 NEW
Hwk #4A
Application Support (CAI, Inc., 2008)
10 Tips for Change Management (ITSMWatch, 2007)
MIDTERM MOVED TO MARCH 2
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Mar
13-21
Spring Break
Mar 23
Exam Review Top_25_Steel_Mfgers; Technology
Mgt vs. Service Mgt; ITSMWeekly-ITIL Radio
Improving ITIL Compliance Using CMPs: A
Finance Sector Case Study (2010) NEW
Service Transition Overview
Service Transition Processes: Change Mgt; Service
Asset and Configuration Mgt; Release and
Deployment Mgt; Knowledge Mgt
ITSM Implementation Planning & Processes
(TechExcel ServiceWise) NEW (see below too)
Recommended Case
Study Reading
Handout #9
Chap 6( OV); Chap 5
(JVB);
Chap 7( OV); Chap 11
(JVB);
Hwk #5A
Amazon Fire Tablet; What Makes Apple Great?
Involvement of Service Knowledge Management in
ITIL V3 NEW 2016
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Mar 30
Service Transition Processes: Change Mgt; Service
Asset and Configuration Mgt; Release and
Deployment Mgt; Knowledge Mgt
Service Operations Part 1: Mgt; Incident Mgt;
Request Fulfillment; Problem Mgt; Access Mgt;
Service Desk; Technical Mgt; Application Mgt; IT
Operations Mgt
Handout #10
Chap 7( OV); Chap 11
(JVB);
Chap 8-9( OV); Chap 6
(JVB);
Hwk #6A
Guest Speaker: TBA KEDARit
CostOptimization Services KEDARit NEW 2015
Website Tool SUM
ITIL Measurement Tools (zip file)
NEW 2015
McLean CIO Leadership Model: 1. Paper; 2. PPT
Top 10 Service Desk Vendors (2013 Survey) NEW
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Apr 6
Service Operations Part 2: Mgt; Incident Mgt;
Request Fulfillment; Problem Mgt; Access Mgt;
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Handout #11
Chap 10( OV);Chap 12
(JVB);
Last update: 2/17/2016
Service Desk; Technical Mgt; Application Mgt; IT
Operations Mgt
Hwk #7: DRAFT Final
Project (100 pts)
Guest Speaker: TBA
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Apr 13
IT Service Continuity Management Part 1
Handout #12
Virtual Organizations. Best Practices for
Managing Virtual Teams and Collaboration Tools
(Becker, et. al.)
Chap 11( OV); Chap 7
& 13 (JVB);
Guest Speaker: TBA
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Apr 20
Hwk #8A
IT Service Continuity Management Part 2
Handout #13
Guest Speakers: TBA
Chap 11( OV); Chap 7
& 13 (JVB);
Celanese Case Study (Dr. Schultz)
Business Excellence Through TQM (article)
Tools, Techniques, Metrics and Security Issues
Enterprise Service Management (ESM) NEW 2016
Hwk #9A (Bonus)
IT Governance in the
Cloud NEW 2015
IT Governance &
Cloud Computer [.ppt]
NEW 2015
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Apr 27
Tools, Techniques, Metrics and Security Issues
AND Governance Issues
Guest Subject Matter Expert: TBA
8 Top Paying IT Job Skills
“Measuring IT Performance…”, Mitra,
Sambramurthy, & Westerman
Handout #14 NEW
Chap 12( OV)
Cherwell Webinar
(14.03)
“IT Risk Mgt
Vocabulary”,
Westerman
Gartner’s 2013 Magic Quadrant for App
Performance Management Software
Genealogy of the Big8 Consulting Firms 19132012
ITIL Qualifications, Examining Bodies, Standards
15
May 4
Student Presentations; Term Projects Due.
Final Project Grading Form PROJECTS:
ITIL Qualifying Exam (300 pts)
16
May 12
Optional Final Exam: 6:30 pm – 8:30 pm
TBA; Quizzes at End of
Book (OV)
Handout #15
Research Presentations (25 + 50 + 325
pts)
ITIL QE (300 pts)
Final Exam
Chapters: 6-12 (OV); 5-7 & 11-13 (JVB)
** Course will feature many notable guest speakers from the field.
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Assignment Requirements & Submissions Policy
Weekly assignment requirements:
1. You are to find an article from either a research journal or a respected IT
magazine that addresses the topic assigned for the week. Bring your
article to class along with an Executive Summary of the article. Click
here for Instructions Template and SAMPLE scoreheet
2. You are to find an article relevant to the course material from The Wall
Street Journal (WSJ), Wall Street Journal & Technology, Gartner
Reports (GR), McKinsey Reports (MQ), or other WJS affiliated
publication. Bring a copy of this article to class along with an Executive
Summary review of the article.
3. These are weekly assignments with the exception of the first week, the
week of the mid-term, and the week of the final.
4. Please submit each article Executive Summary as follows:
1. The Executive Summary will be divided into three sections: 1) The
first section should address the significance, relevance, issues, etc of
the article in relationship to the assigned topic; 2) The second section
should be written in the first person and address what the topic
would do for your company as the CIO; and 3) The third section
should be written in the first person and address what the topic
would do for you personally as a CIO of a company. The summary is
to be no longer than one page (4K characters; approximately 700
words).
2. Heading: Each assignment will include the name of the student, the
date, the class and class section, the title of the article, and
Footer: Appropriate bibliographic entry.
3. A copy of the article is to be included. A copy of the article should
also be kept by the student. You will be called upon at random to
discuss your article. So, it’s a good idea to keep a copy of your article
and the Executive Summary hand for discussions during class. If you
have no article, or if you are not prepared to contribute, you will have
points deducted from the grade for the assignment.
4. A Rating of the Article according to its Relevance and Rigor. This
will be further explained in class.
5. The articles will also be used in the discussions with the guest
speakers.
6. The articles will be cited following proper citation rules. See examples
on separate instructions sheet.
Spelling, grammar, and composition errors may cost up to 10% of your grade
for that item (each error found, every time it is found, costs 1 point). Neatness
counts! All work is due in class at the beginning of the period. Late
assignments are not accepted. It is recommended that you start looking for
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your articles immediately. It may take you a while to find information on some
of these topics. If the article that you turn in for the weekly assignment does
not address the topic assigned, an automatic 50% penalty will be assessed.
Additional points may be deducted from this score for other inaccuracies.
Sample of Important Information Systems Journals:
1. Primarily academic-, research-, and technically-oriented:
1. Accounting, Management, and Information Technology
2. ACM Computing Surveys
3. Communications of the ACM
4. Computer Personnel
5. Computers & Society
6. Data Base
7. Decision Sciences
8. IEEE Expert
9. IEEE Transactions
10. IIE Transactions
11. Information Resources Management Journal
12. Information Systems Research
13. Information & Management
14. International Journal of Information Management
15. International Journal of Man-Machine Studies
16. Journal of Computer Information Systems
17. Journal of Database Management
18. Journal of End-User Computing
19. Journal of Global Information Management
20. Journal of Information Systems
21. Journal of Information Technology Management
22. Journal of Management Information Systems
23. Journal of Management Systems
24. Journal of Organizational Computing
25. Journal of Strategic Information Systems
26. Journal of Systems and Software
27. Journal of the ACM
28. Management Science
29. MIS Quarterly
30. Security, Audit & Control
31. Software
2. Primarily practitioner- or manager-oriented:
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1. AI Expert
2. AI Magazine
3. Byte
4. CIO
5. Computer Executive
6. Computerworld
7. Corporate Computing
8. Financial & Accounting Systems
9. Harvard Business Review
10.
IBM Systems Journal
11.
Information Strategy
12.
INFO World
13.
InformationWeek
14.
IS Analyzer
15.
Journal of Information Systems Management
16.
Sloan Management Review
17.
Wired
Remote Library Research Assistance at UNT
My specially tailored reference desk for this course may be found at: ITDS
Electronic Library Resources NEW
•
Did you know the UNT Libraries offers remote research assistance to UNT
students, faulty, and staff? Both online chat and email assistance is
available through the Online Reference Help Desk. Chat and email help is
especially useful to distributed education students taking online courses at
UNT. UNT Electronic Library Resources are located at: UNT Library
Catalog [UNT Card Catalog] NEW
The Libraries’ Chat Service is a virtual help desk. It is staffed in real-time by
librarians and library staff members. Summer hours of operation are Monday
through Thursday, from 10:00 am to 6:00 pm, Friday from 10:00 am to 5:00
pm, and Sunday from 1:00 pm to 5:00 pm. To visit the Online Reference Help
Desk, point your Internet browser to: UNT library Ask-us (NEW) and follow the
instructions.
The UNT Libraries also offers an E-mail Reference service. E-mail Reference
can be used to answer short, factual questions. A reply will be sent within 24
to 48 hours, excluding weekends or holidays. To access the E-mail Reference
service, also go to: UNT library Ask-us (NEW).
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Last update: 2/17/2016
In addition the Libraries have a toll-free phone number. You can reach us toll
free during regular Willis Library Reference Desk hours at: 877-872-0264
(toll free); 940-565-3245
Absenteeism
Class attendance is mandatory. There will be a 100-point (5% of your grade)
Attendance Incentive (Not a Bonus) for perfect attendance. There will be a
50-point reduction in your incentive for each class absence. If you have more
than two unexcused absences from class, I reserve the right to drop you from
the course with a grade of WF. Excused absences must be cleared with the
instructor prior to class time, except for medical emergencies. Time conflicts
caused by work schedules or other outside activities do not constitute an
official excuse from attending class – or from meeting course obligations.
I encourage you to submit assignments early or have a friend deliver your work
for you if it becomes necessary.
Cell Phones and Pagers
Please turn off all cell phones or pagers during class time.
Speaker Expectations
On days when a guest speaker is scheduled, the dress for the class is
BUSINESS CASUAL. Americans with Disabilities Act (ADA; 1992)
The College of Business Administration complies with this Act in making
reasonable accommodation for qualified students with disability. If you have
an established disability as defined by this Act and would like to request an
accommodation, please contact the ADA office in the Student Union.
Ethical Behavior in BCIS/ITDS Classes
The ITDS Department expects its students to behave at all times in an ethical
and legal manner. There are at least two reasons for this. First, ethical
behavior affirms the personal value and worth of the individual. Second, both
IT and Decision Science professionals frequently handle confidential
information on behalf of their employers and clients. Thus employers of BCIS
and DSCI graduates expect ethical conduct from their employees because that
behavior is crucial to the success of the organization.
Academic dishonesty is a major violation of ethical and legal behavior. The
ITDS Department defines academic dishonesty as claiming the work of others
as your own, or using illegal or unapproved means to raise your grade in a
class. Examples include: copying answers from another person’s paper; using
unapproved notes during an exam; copying computer code from another
person’s work; having someone else complete your assignments or take tests
on your behalf; stealing code printouts, software, or exams; recycling
assignments submitted by others in prior or current semesters as your own;
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Last update: 2/17/2016
and copying the words or ideas of others from books, articles, reports,
presentations, etc. for use as your own thoughts without proper attribution
(i.e., plagiarism). It does not matter whether you received permission from the
owner of the copied work; claiming the material as your own is still academic
dishonesty.
The ITDS Department believes it is very important to protect honest students
from unfair competition with anyone trying to gain an advantage through
academic dishonesty. Consequently, there will be in-class testing to validate
all major assignments you complete out of class. This may be accomplished by
examination, oral reports, individual interviews or any other means your
professor may deem appropriate. You must pass these validation tests with a
grade of “C” or better to have your out-of-class work count in your term grade.
Further, the student grade for academic dishonesty in BCIS classes is an
immediate “F” for the course involved and referral of the case to the COBA
Academic Advising Office.
Ethical Behavior in BCIS/ITDS Classes (continued on LAST 2
PAGES)
Tear off last page and turn in to Instructor.
copy for your records.
Keep the other
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Ethical Behavior in BCIS/ITDS Classes (continued)
By my signature below, I attest that I understand the above Ethics policy. I
will behave ethically in this class, and will encourage my classmates to behave
ethically. I also understand that I have a moral responsibility to report to my
instructor any suspected case of academic dishonesty in this class.
__________________________________ ____________________________________
Print your name and
write your signature
Posting Grades
My course scores my be published using the last 5 digits of my student
number
(UNT ID) __ __ __ __ __ ; or the following 5-character code: __ __ __ __ __.
If both numbers were left blank, your scores will NOT be published.
__________________________________ ____________________________________
Print your name and
___________________________
write your signature
_______/______/2016
UNT Student ID number
Today’s date
PREFERRED EMAIL ADDRESS:
_________________________________________________
17
Last update: 2/17/2016
18
Last update: 2/17/2016
Ethical Behavior in BCIS/ITDS Classes (continued)
By my signature below, I attest that I understand the above Ethics policy. I
will behave ethically in this class, and will encourage my classmates to behave
ethically. I also understand that I have a moral responsibility to report to my
instructor any suspected case of academic dishonesty in this class.
__________________________________ ____________________________________
Print your name and
write your signature
Posting Grades
My course scores my be published using the last 5 digits of my student
number
(UNT ID) __ __ __ __ __ ; or the following 5-character code: __ __ __ __ __.
If both numbers were left blank, your scores will NOT be published.
__________________________________ ____________________________________
Print your name and
___________________________
write your signature
_______/______/2016
UNT Student ID number
Today’s date
PREFERRED EMAIL ADDRESS:
_________________________________________________
19