Assessment 2 Information
| Subject Code: | TECH2300 | |
| Subject Name: | Service and Operations Management in IT | |
| Assessment Title: | Service level agreement design | |
| Assessment Type: | Individual | |
| Word Count: | 2000 | Words (+/-10%) |
| Weighting: | 30 % | |
| Total Marks: | 30 | |
| Submission: | MyKBS | |
| Due Date: | Week 11 | |
Your Task
Assessment Description
You are the CIO of the company and during the COVID pandemic the company’s business needs to move to online. The CEO comes to you as CIO of the company to request the draft of the SLA contract.
You have discussed with various partners in within your team and different areas of the business, and have identified the following areas as key concerns that needs to be addressed:
This assessment aims to achieve the following subject learning outcomes:
| LO2 | Determine the information and technological requirements for effective IT service delivery in diverse organisational contexts. |
| LO3 | Evaluate the performance of partners and suppliers in ensuring the effective delivery of IT services within organisations. |
| LO4 | Design IT value streams and processes that underpin an organisation's products and services. |
Assessment Instructions
You, as the CIO of the organisation, need to produce a draft SLA to the CEO, which then will be used as drafting the final agreement between the company and system supplier.
Students must conduct research externally and included references in order to produce a well referenced case study. You should use at least ten (10) sources of information and reference these in accordance with the Kaplan Harvard Referencing Style. These may include websites, social media sites, industry reports, census data, journal articles, and newspaper articles. These references should be presented as in-text citations and a referencing list at the end of your assessment (not included in the word limit). Wikipedia and other ‘popular’ sites are not to be used.
The SLA would need to include the following questions:
Part 0 – Introduction
Part 1 – Agreement Overview
Part 2 – Business relationship management
Part 3 – Demand and capacity management
Part 4 – Availability management
Part 5 – Access and Security management
Part 6 – Incident and problem management
Part 7 – Changes to SLA
Part 8 – Reflection
Important Study Information
Academic Integrity and Conduct Policy
https://www.kbs.edu.au/admissions/forms-and-policies
KBS values academic integrity. All students must understand the meaning and consequences of cheating, plagiarism and other academic offences under the Academic Integrity and Conduct Policy.
Please read the policy to learn the answers to these questions:
Late submission of assignments (within the Assessment Policy)
https://www.kbs.edu.au/admissions/forms-and-policies
 |
Length Limits for Assessments
Penalties may be applied for assessment submissions that exceed prescribed limits.
Study Assistance
Students may seek study assistance from their local Academic Learning Advisor or refer to the resources on the MyKBS Academic Success Centre page. Further details can be accessed at https://elearning.kbs.edu.au/course/view.php?id=1481
Generative AI Traffic Lights
Please see the level of Generative AI that this assessment is Level 2 has been designed to accept:
Traffic Light | Amount of Generative Artificial Intelligence (GenerativeAI) usage |
Evidence Required | This assessment (✓) |
Level 1 |
Prohibited:
No GenerativeAI allowed This assessment showcases your individual knowledge, skills and/orpersonal experiences in the absence of Generative AI support. |
The use of generative AI is prohibited for this assessment and may potentially result in penalties for academic misconduct, including but notlimited to a mark of zero for the assessment. | |
Level 2 |
Optional: You may use GenerativeAI for research and content generation that is appropriately referenced.
See assessment instructions for details This assessment allows you to engage with Generative AI as a means of expanding your understanding, creativity, and idea generation in the research phaseof your assessment and to produce content that enhances your assessment. I.e., images. You do not have to use it. |
The use of GenAI is optional for this assessment.
Your collaboration with GenerativeAI must be clearly referenced just as you would reference any other resource type used. Click on the link below to learnhow to reference GenerativeAI. https://library.kaplan.edu.au/referencing- other-sources/referencing-other-sources-generative-ai In addition, you must include an appendix that documents your GenerativeAI collaboration including all prompts and responses used for the assessment.
Unapproved use of generative AI as per assessment details duringthe content generation parts of your assessment may potentially result in penalties for academic misconduct, including but not limited to a mark of zero for the assessment. Ensure you follow the specific assessment instructions in the section above. |
✓ |
Level 3 |
Compulsory: You must use GenerativeAI to complete your assessment See assessment instruction for details
This assessment fully integrates Generative AI, allowing you to harness the technology's full potential in collaboration withyour own expertise. Always check your assessment instructions carefully as there may still be limitations on what constitutes acceptable use, and these may be specific to each assessment. |
You will be taught how to use generative AI and assessed on its use.
Your collaboration with GenerativeAI must be clearly referenced just as you would reference any other resource type used. Click on the link below to learn how to reference GenerativeAI. https://library.kaplan.edu.au/referencing- other-sources/referencing-other-sources-generative-ai
In addition, you must include an appendix that documents your GenerativeAI collaboration including all prompts and responses used for the assessment. Unapproved use of generative AI as per assessment details duringthe content generation parts of your assessment may potentially result in penalties for academic misconduct, including but not limited to a mark of zero for the assessment. Ensure you follow the specific assessment instructions in the section above. |
Assessment Marking Guide
Marking Criteria | 30 marks | F (Fail) 0 – 49% | P (Pass) 50 – 64% | C (Credit) 65 – 74% | D (Distinction) 75 – 84% | HD (High Distinction) 85 – 100% |
Introduction
| 3 marks | Incomplete or incorrect introduction. Lacks clarity and coherence in presenting an overview of the introduction. | Basic introduction provided but lacks clarity or conciseness. | Clear and concise summary provided, effectivelypresenting an overview of the introduction. | Well-written summary provided, effectively presenting a clear and concise overview of the introduction. | Well-written summary provided, effectively presenting a clear and concise overview of the introduction. |
AgreementOverview
| 3 marks | Incompleteor incorrect executive summary. Lacks clarity and coherence in presenting an overview of the agreement. | Basic executive summary provided but lacks clarity or conciseness. | Clear and concise executive summary provided, effectively presenting an overview of the agreement. | Well-written executive summary provided, effectively presenting a clear and concise overview of the agreement. | Well-written executive summary provided, effectively presenting a clear and concise overview of the agreement. |
Business Relationship Management
| 3 marks | Incomplete or incorrect identification of strategic requirements and desired outcomes. Inadequate or no discussion of business activity patterns and stakeholders. | Basic identification of strategic requirements and desiredoutcomes. Some discussion of business activity patterns and stakeholders, but lacking depth or clarity. | Clear identification of strategic requirements and desired outcomes. Meaningful discussion of business activity patterns and stakeholders, demonstrating understanding. | Well-developed identification of strategic requirements and desired outcomes. Insightful discussion of business activity patterns and stakeholders, demonstrating a thorough understanding. | Comprehensive identification of strategic requirements and desired outcomes. In-depth discussion of business activity patterns and stakeholders, demonstrating exceptional understanding. |
Demand and Capacity Management
| 3 marks | Incomplete or incorrect identification and explanation of key peak periods and impact of inadequate capacity management. Inadequate or no strategies for | Basic identification and explanation of key peak periods and impact of inadequate capacity management. Some strategies for maintaining sufficient capacity, but lacking | Clear identification and explanation of key peak periods and impact of inadequate capacity management. Well- developed strategies for maintaining sufficient capacity | Detailed identification and explanation of key peak periods and impact of inadequate capacity management. Comprehensive strategies for maintaining sufficient | Comprehensive identification and explanation of key peak periods and impact of inadequate capacity management. Comprehensive and well-thought-out |
| maintaining sufficient capacity during high demand times. | detail. | during high demand times. | capacityduring high demand times. | strategies for maintaining sufficient capacity during high demand times. | |
Availability Management
| 3 marks | Incompleteor incorrect identification of key components affecting system availability. Inadequate or no discussion of strategies for maintaining availability and minimising system unavailability during upgrades and maintenance. | Basic identification of key components affecting system availability. Some discussion of strategies for maintaining availability, but lacking detail. | Clear identification of key components affecting system availability. Well- developed discussion of strategies for maintaining availability and minimising system unavailability during upgrades and maintenance. | Detailed identification of key components affecting system availability. Comprehensive discussion of strategies for maintaining availability and minimising system unavailability during upgrades and maintenance. | Comprehensive identification of key components affecting system availability. Comprehensive and well-thought-out discussion of strategies for maintaining availability and minimising system unavailability during upgrades and maintenance. |
Access and Security Management
| 3 marks | Incomplete or incorrect discussion of key access control items and security risks. Inadequate or no identification of responsibilities for managing security risks. | Basic discussion of key access control items and security risks. Limited identification of responsibilities for managing security risks. | Clear discussion of key access control items and security risks. Adequate identification of responsibilities for managing security risks. | Detailed discussion of key access control items and security risks. Comprehensive identification of responsibilities for managing security risks. | Comprehensive discussion of key access control items and security risks. Comprehensive and well-thought-out identification of responsibilities for managing security risks. |
Incidentand Problem Management
| 3 marks | Incompleteor incorrect discussion of responsibilities for managing and respondingto incidents and problems. | Basic discussion of responsibilities for managing and responding to incidents and problems. | Clear discussion of responsibilities for managing and responding to incidents and problems. | Detailed discussion of responsibilities for managing and responding to incidents and problems. | Comprehensive discussion of responsibilities for managing and respondingto incidents and problems. |
Changes to SLA
| 3 marks | Incomplete or incorrect discussion of required intervals where the SLA is subject to review, amendment process, and responsibilities for review. | Basic discussion of required intervals where the SLA is subject to review. Limited discussion of the amendment process and responsibilities for review. | Clear discussion of required intervals where the SLA is subject to review. Adequate discussion of the amendment process and responsibilities for review. | Detailed discussion of required intervals where the SLA is subject to review. Comprehensive discussion of the amendment process and responsibilities for review. | Comprehensive discussion of required intervals where the SLA is subject to review. Comprehensive and well-thought-out discussion of the amendment process and responsibilities for review. |
Reflection
| 3 marks | Incompleteor incorrect reflection and categorisation of the company. | Basic reflection and categorisation of the company. | Adequatereflection and categorisation of the company. | Well-developed reflection and categorisation of the company. | Comprehensive and insightful reflection and categorisation of the company. |
Formatting, grammar, and spelling
| 1 marks | Numerous errors in written language, grammar, punctuation, and formatting. Lackof clarity and coherence. | Some errors in written language, grammar, punctuation, and formatting, but the overallcommunication is understandable. | Mostly correct written language, grammar, punctuation, and formatting with minor errors. | Fluent and polished written language, grammar, punctuation, and formatting. Clear and concise communication. | Exceptional mastery of written language, grammar, punctuation, and formatting. Sophisticated and eloquent communication. |
Research and Referencing
| 2 marks | Little or no evidence of external research and references. References are incomplete or not in accordance with the Kaplan Harvard Referencing Style. | Limited evidence of external research with some references. References are provided but may not be in perfect accordance with the Kaplan Harvard Referencing Style. | Adequate evidence of external research with references provided. References are in accordance with the Kaplan Harvard Referencing Style, but there may be minor errors. | Thorough evidence of external research with references provided. References are accurately and consistently presented in accordance with the Kaplan Harvard Referencing Style. | Comprehensive and extensive evidence of external research with references provided. References are flawlessly presented in accordance with the Kaplan Harvard Referencing Style. |
| Feedback and grades will be released via MyKBS | |||||
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