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BCIS 5520
IT Service Management
Service Continuity (P2)
Class 13.01
Spring 2015
Dr. Becker
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Class 14: Continual Service Improvement
(Cont.); Virtual Organizations
• Homework (N/A) Class #14 –(4/29; click here)
• Readings:
 NEW** Foundations in ITSM (ITIL v3 Foundations Course in a
Book), Orand & Villarreal (O&V)
 Chapters: 12 Tools, Techniques, and Security Issues
▫ Foundations of ITSM based on ITIL v3, Jan von Bon (JVB)
 Chapter: 7 & 13 Continual Service Improvement
 Foundations in ITSM (ITIL v3 Foundations Course in a Book),
Orand & Villarreal (O&V)
 Chapters: 11 Continual Service Improvement
 Other Materials
 Class Handouts & Readings
 Guest Speakers:
 TBA
 Homework #Final Project Q&A; Bonus? (4/29):
Term Paper & Presentation Project
(400 pts.); DRAFT (100 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 19th
Paper (325 pts.; 3000-5000 words) & Presentation (50 pts.; slides) due: April 30th
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2015 Project Topics
1.
Johnson, Chris, “ITIL and Surveillance Camera Services at UNT”
2.
Kisner, Matthew, “A Framework for Identifying and Selecting an
ITSM Tool.”
3.
Perez, Christian, “IT Service Management: Release Management
and Agile Development”
4.
Underwood, Grant, “Best Practices for Budgetary Financial
Management of ITSM Projects”
ITIL ITSM Lifecycle: Operations
1.
2.
3.
4.
5.
Service Strategy
Service Design
Service Transition
Service Operation
Continual Service
Improvement
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Case Assignments 9A:
Continual Service Improvement
• IT Governance and Controls in Cloud
Computing, Bailey & Becker [Class 13; Apr 22]
▫ And/or
• IT Continual Service Improvement (CSI)
• Deming Cycle?
• CSI Best Practices
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Optional Presentations:
• Balanced Scorecard [Class 3, Feb 4]
• McLean’s Leadership Model [Class 10, Apr 1]
THE END
• Final Exam … Next week
▫ Final Exam: 6:30 pm – 8:30 pm
 Chapters: 6-12 (OV); 5-7 & 11-13 (JVB); +Handouts
▫ 300 Points:
 250 Points – Multiple Guess (85-100)
 50 Points Short Answer
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