IRM4726/102/3/2019

Tutorial Letter 102/3/2019

Service Management Functions

IRM4726

Semesters 1 & 2

School of Computing

IMPORTANT INFORMATION
This tutorial letter contains assignments questions

Note: This is an online module and therefore it is available on myUnisa.

BARCODE
 CONTENTS

Page

1. INTRODUCTION .......................................................................................................................... 3
1.1. Getting started .............................................................................................................................. 3
2. ASSIGNMENTS ........................................................................................................................... 4
2.1. Second semester assignments and assignment due dates ........................................................... 4
2.1.1. Assignment 01 .............................................................................................................................. 4
2.1.2. Assignment 02 .............................................................................................................................. 5
2.1.3. Assignment 03 .............................................................................................................................. 7
3. CONCLUSION.............................................................................................................................. 9

2
 IRM4726/102/3/2019

1. INTRODUCTION
Dear Student,
Greetings and welcome to the Service Management Functions (IRM4726) module. This is a
semester module that is presented by the School of Computing, which falls within the College
of Science, Engineering and Technology (CSET) at the University of South Africa (UNISA).
The primary aim of this module is to introduce you to the Information Technology Service
Management (ITSM) practice as defined by the Information Technology Infrastructure Library
(ITIL®) and further give you awareness of the key principles and models that form part of the
ITIL® service lifecycle, with a specific focus on the Service Operations component.
Within the Service Operations component there are specific areas namely Principles,
Processes and Functions, which this module directly focuses on.
At the end of this module, you should be able to understand the Principles, Processes, and
different Functions that enable the Service Operations component and further understand
how these Principles, Processes, and Functions interrelate.
This module assumes that students have covered modules IRM4711, IRM4715 and IRM4718
which cover some of the other ITSM concepts referred to in this module.
We hope this module will assist you in broadening your understanding on the ITSM’s strategic
approach to designing, delivering, managing and improving the way information technology is
used within an organisation.
Because this is a fully online module, you will need to use myUnisa to study and complete the
learning activities for this course. Visit the website for IRM4726 on myUnisa frequently. The
website for your module is IRM4726-19-S1/S2.
1.1. Getting started
Owing to the nature of this module, you can read about the module and find your study material
online. Go to the website at https://my.unisa.ac.za and log in using your student number and
password. You will see IRM4726-19-S1/S2 in the row of modules displayed in the orange
blocks at the top of the webpage. Select the More tab if you cannot find the module you require
in the orange blocks. Then click on the module you want to open.
You will receive this tutorial letter and a printed copy of the online study material for your
module. While the printed material may appear different from the online study material, it is the
same, as it has been copied from the myUnisa website.
We wish you much success in your studies!

3
 2. ASSIGNMENTS
2.1. Second semester assignments and assignment due dates
2.1.1. Assignment 01
Assignment Administration
Due Date 16 August 2019
Study Material Unit 1 – Introduction to IT Service Management
 Chapters 3 and 4
Submission Electronically via myUnisa
Procedure
Number of Questions 04
Total Marks 40
Unique Assignment 878957
Number

Assignments Questions

Reference Marks
Question
Learning Question
Number
Unit

1 1 Service operation staff should be involved in supporting CSI

activities and identifying improvement opportunities for
6
inclusion in the CSI register. Briefly discuss the examples of
activities that are included

2 1 Incident model is a way of predefining the steps that should

be taken to handle a process (in this case a process for
7
dealing with an incident) in an agreed way. Identify what
should be included in the incident model.

3 1 Discuss the request status tracking in Request Fulfillment

20
process

4 1 The rules for invoking Problem Management during an

incident can vary and are at the discretion of individual
7
organization. Explain general situations that are included to
invoke problem management during incident.

4
 IRM4726/102/3/2019

2.1.2. Assignment 02
Assignment Administration

Due Date 13 September 2019

Study Material Unit 1 – Introduction to IT Service Management
 Chapter 4

Unit 2 – Service Desk Function

 Chapter 6

Unit 4 – Technical Management Function

 Chapter 6

Submission Procedure Electronically via myUnisa

Number of Questions 06
Total Marks 70
Unique Assignment 659899
Number

Assignment Questions

Reference
Question
Learning Question Marks
Number
Unit

1 1 In request closure, once the activities have been

completed, the service desk should be notified of the
completion status. The service desk should then
check that the request has been fulfilled and that 10
users are satisfied and willing to agree that the
request can be closed. Briefly describe what else
should be checked in request closure.

2 1 Explain the reactive and proactive Problem

6
Management triggers

3 1 Discuss the known error (KEDB) database of Problem

14
Management Process

5
4 1 As users work in the organization, their roles change
and so also do their needs to access services. 14
Identify and explain the examples of changes

5 2 Classify all the benefits that should be considered for

10
justification and role of Service Desk function

6 3 Discuss the technical management documentation of

16
Technical Management Function.

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 IRM4726/102/3/2019

2.1.3. Assignment 03
Assignment Administration

Due Date 25 September 2019

Study Material All Learning Units
Submission Procedure Electronically via myUnisa
Number of Questions 4
Total Marks 100
Unique Assignment 711724
Number

Reference
Question
Learning Question Marks
Number
Unit
1 All a) Differentiate between Extreme focus on stability
and responsiveness in terms of the following:
i. Primary focus 8
ii. Typical problem experienced
iii. Technology growth strategy
iv. Capacity management

b) Service operation staff should be involved in

supporting CSI activities and identifying
improvement opportunities for inclusion in the CSI
register. Identify all examples that might be 6

included.

a) Identify the three types events in Event Management

6
process. Give one example for each type
b) Classify all the major values that are included in
5
Incident Management process.
c) Briefly explain the two examples of Incidents. 4
2 d) Discuss the incident status tracking in Incident
8
Management process.
e) Discuss the principles and basic concepts of
10
Access Management process
f) Compare the reactive and proactive problem
management activities in Problem Management 4
process

7
 Reference
Question
Learning Question Marks
Number
Unit
a) Identify any four specific responsibilities that are
4
included in service desk.

b) Explain each of the following service desk

organizational structures:
4
i. Virtual service desk
ii. Follow the sun

3 c) Metrics should be established so that performance of

the service desk can be evaluated at regular intervals.
This is important to assess the health, maturity,
efficiency, effectiveness and any opportunity to improve
service desk operations. Metrics for service desk 12
performance must be realistic and carefully chosen.
Discuss the service desk performance metrics that
should be considered for greater accuracy and
effectiveness.

d) Explain the technical management objectives in

4
Technical Management function.

e) Discuss any four characteristics of IT Operations

4
Management functions.

a) Describe the main responsibility of Application

2
Management function

b) Differentiate between Application Development and

Application Management in terms of the following:
4 4
i. Measurement
ii. Cost

c) Explain the roles of Application Management function 4

d) Discuss the optimize stage of application management
5
lifecycle in Application Management function.

e) Explain the three types of manuals that are generally

maintained by application management in the 6
Application Management function

8
 IRM4726/102/3/2019

3. CONCLUSION
We would like to re-iterate a few points that we have already touched on in previous sections of
this tutorial letter:

 Do not hesitate to contact your lecturer(s) primarily by email or secondarily, by any of the
contact details listed herein or on the myUnisa platform, if you are experiencing problems
with the content of this tutorial letter or any aspect of the module. Remember to always
include the module code (IRM4726) and your student number in all your communications
with the lecturers.

 There is a fair amount of material to cover in this module, therefore we urge you to start
the learning process as soon as it is available on the online myUnisa platform.

 We further urge you to go through your learning units, together with supplementary
material as found on the online myUnisa platform, as quickly as you can so that you have
enough time to complete and submit your four assignments.

We wish you a fascinating and satisfying journey through the learning material and trust that
you will complete the module successfully.

Enjoy the journey!

IRM4726 Lecturers

School of Computing

©
UNISA 2019