Assignmen 1 Process Design.docVIP

 PAGE \* MERGEFORMAT 8 Course: Diploma in Information Technology Unit of Study: DG507 Service Management Author: Robert Lysander Filename:  FILENAME 2191151-57952c4a0e5ab.doc Version Date 12/2010 COURSE Diploma in Information Technology UNIT OF STUDY DG507 Service Management ASSESSMENT TITLE Assignment 1 – Process Design ASSESSMENT TYPE In-Class Practical Assignment Student name: ______________________ Student ID: __________________ Instructor name: ______________________ Date: ______________________ Instructions Weighting In Class practical assignment; Assignment 1 graded weighting is 6% (i.e.6 marks) overall unit of study Due Date This assessment will be completed during class time and in accordance with the attendance time given to you by your Teacher. Outcome This is a group based work assignment (i.e. groups of 2 to 4) on the scenario given; the group will present their solution to the class The student must be present in class and participate in the group assignment tasks, develop and present the completed assessment solution to the teacher’s satisfaction, to receive a passing grade [i.e. 6 marks] in the assignment assessment. Failure to attend the class or participate in the assignment tasks without a subsequent medical certificate, the student will receive a Ungraded fail [i.e. 0 marks] and the student will be deemed not yet competent. Failure to attend the class or participate in the assignment tasks without a subsequent medical certificate (i.e. Special Consideration), the student will be deemed NOT competent and will receive a Ungraded fail [i.e. 0 marks] Resources required Incident Classification Tiers Template Incident Priority Matrix Template Process Design Template Impact status determination template ITIL Foundation IT Service Management Book Introduction: You are the newly appointed IT Manager for a local Bank called ‘Finance-One’; responsible for the Delivery, Support and Availability of IT Services. Fina