BCIS 5520/5900
IT Service Management
Spring 2016
Class 01.01 -- INTRODUCTION
Dr. Jack D. Becker
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BCIS 5520
IT Service Management
•
Textbooks
–
–
•
Foundations of IT Service Management (June, 2011), Orand & Villarreal
Foundations of IT Service Management Based on ITIL V3, InformIT, 2011
Journal resources
–
–
See syllabus for list of journals
McKinsey Reports (MR), Gartner Reports (GR), or Wall Street Journal (WSJ)
• GRADES
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–
–
Midterm and Final (500 pts; 300 pts)
7 Journal article reviews (50 pts @)
7 WSJ/GR/MR article reviews (50 pts @)
800
350*
350*
For each assignment you are to find at least one article relevant to the course material from The
Wall Street Journal (WSJ), Wall Street Journal & Technology, or other WJS affiliated
publication.—or– Gartner Report – or McKinsey Reports (MR). Bring a copy of this article
to class along with an Executive Summary review of the article. Other article may be from
any of the listed publications.
–
Attendance Incentive
SUBTOTAL
▫
Graduate Student Term Paper
TOTAL
-
Other Bonus (instructor’s option)
100
1,600
400
2,000 Points
100 (approx.)
* You may throw out your 2 lowest out of 16 homework papers
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Executive Summary Rules
[See separate handout]
•
The Executive Summary will be divided into three sections:
1.
2.
The significance, relevance, issues, etc of the article in relationship to the assigned topic;
Implications for the Company and/or IT Department. Assume you are the CIO (first
person (“I”); and
3.
Implications and impact for CIO—i.e., you personally
The summary is to be no longer than one page (4K characters; approximately 700 words).
•
Heading
▫
•
Each assignment will include: your name, date, class section, the TOPIC, and your Rating
for: Relevance, Rigor, Importance [5,5,5] = “BEST”
Footer
▫
•
Appropriate bibliographic entry: Authors’ names, “Article Title”, Journal (Vol., issue no.)
, pages, date
A Copy of the article is to be attached (will not be returned).
▫
•
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.
The articles will also be used in the discussions with the guest speakers.
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Point Distribution
Component
Grading Scale
Points
Percent
Grade
Midterm
500
90.0 – 100 %
A
Final
500
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, GR, or MR article
evaluations (50 points each) –
includes class participation
350*
60.0 – 69.9%
D
Attendance Incentive (5%) NOT
BONUS
100
> 59.9%
F
Subtotal
BCIS 5520 Graduate Student – Term
Project
5520 Graduate Total
1,600
400
2,000
* You may drop your 2
lowest article grade
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Examinations
Typical format:
• Midterm Exam:
▫ Multiple “guess” questions over lectures, textbook
chapters, and handouts (300 pts); first half of ITIL
Foundation Exam
▫ Executive summary analysis of an article you have
not seen (200 pts)
• Final Exam (300 pts). Questions will prepare
you for the ITIL Foundation Exam.
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Research Tips
• My BCIS 5520 Website
• UNT Online Library Home
▫ http://www.library.unt.edu/
Resources for Library Research
Class Assignments Resources
BUSINESS
BCIS 5520 IT Service Management
http://www.library.unt.edu/research-tools/classpages/bcis-dr-jack-becker/
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Research Tips
• Wall Street Journal Online
• IS/IT Journals Online
http://irservices.library.unt.edu/
• Wall Street Journal [ProQuest]
▫ Use Advanced Search when available
• ABI Inform [Academic Journals]
• Business Source Premier
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Research Tips
• Financial Information about Companies
• http://irservices.library.unt.edu/
•
•
•
•
•
Hoovers
Business & Company Resource Center
Thomas One Banker
Net Advantage
LexisNexis Academic
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Complete Statement of Understanding
Form
• ID No., not SSN preferred or
• A “secret” number of your choosing
• EMAIL address!!
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BCIS 5520 Students
Special Research Project
• Term Project – 400 pts
▫ Proposal (25 pts)
▫ Paper (325 pts)
▫ Presentation (50 pts)
• Graduate Students will be curved separately with
their research project (2,200 pts)
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Grad Students Term Paper Rules
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
Paper (325 pts; 3000-5000 words) & Presentation (50 pts; slides) due: May 4th
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Gartner Magic Quadrant: Top 10 ITSSM Tools
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Stop
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