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ABC Ltd is a fast developing company based in Basingstoke. The company was started by two entrepreneurs, John Stokes and Mary Ballard.

CMM008 IT Infrastructure and Service Management. 2020. Component 1.

This Coursework is an individual piece of work. All Coursework will be screened for evidence of Academic Misconduct (e.g. Collusion and Plagiarism).

Hand-in DateThere are two Components to your coursework. This is Component 1 of the Coursework Each Component has a separate hand-in date.  
Learning Outcomes AssessedThis coursework assesses learning outcomes 1, 2, 3, 4 of this module.
The Module descriptor is available in the Module Information section for CMM008
DeliverablesRefer to the Deliverables section of this coursework below. Please use RGU-Harvard style for citations and references: https://library.rgu.ac.uk/referencing-and-refworks
Software to be usedMicrosoft Word, Excel, Visio, or any alternative modelling method and PDF
Submission MethodPreferably a set of PDF files. Please create a separate document for each question and place them in the in the “Coursework Dropbox” on the module’s Moodle page. Make sure your name and Student ID is at the top of each page.   
Feedback and Coursework Grade  
Overall Module GradeThe contribution of each component of the coursework to the final grade: Component 1 – 50%. (This component) Component 2 – 50%
Questions? Contact 
Notes on Penalties, Extensions and DeferralsCoursework submitted late without prior approval will be recorded as a Non-Submission (NS). If you, for genuine reasons, are unable to meet the submission date/time please note the following procedures, as per the university’s Fit to Sit Policy, found at: http://www.rgu.ac.uk/about/academic-affairs/quality-assurance-and-regulations/academic-regulations-student-forms/academic-regulations-student-forms/  Please ensure to follow the instructions at the web address above. Coursework Extension requests must be submitted 24 hours before the submission date and time. Deferral Requests can be submitted in advance of the deadline and up to 5 working days after the deadline date/time.  

Please read the entire Coursework specification carefully before starting the Coursework. If any aspect of what you are being asked to do is not clear, seek advice and assistance from the Module Coordinator.

Scenario:

ABC Ltd is a fast developing company based in Basingstoke. The company was started by two entrepreneurs, John Stokes and Mary Ballard. Being young and enthusiastic they had a “can do” and “do it all” attitude and retained many clients because they were prepared and able to do most things themselves. 
The work they were asked to undertake was mainly from other small businesses. Their willingness to take on anything within reason made them popular with the companies they served. Consequently, their services were in demand and the business started to grow.

In time the demand on the entrepreneurs grew to the point where they were struggling to serve their clientele. They had no infrastructure nor processes to manage client demand.

They realised that if they wanted to sustain their reputation and grow their fledgling Services company, they needed to be more professional in their approach. This was even more important if they were to appear attractive to new potential customers.

The young couple wanted to recruit and train staff to take over their roles so that they could concentrate on growing the company.

The entrepreneurs wish to:

  • Build on the bespoke service they had already created.
  • Develop a new suite of their own software products and services.
  • Manage coordination and support for the software and hardware products of other suppliers.

The entrepreneurs engaged the services of your company, Reflex Consulting Ltd. to assist them in developing a strategy for development and growth. They were interested in any idea that could make them the “go to” company for services in their area.

THE ASSIGNMENT REQUIREMENTS:

There are two Components to your coursework.

This is Component 1 of the Coursework

Each Component is worth 50 % of the marks.

COMPONENT 1: (50%)

As a new consultant to Reflex Consulting Ltd, you are keen to develop the new business opportunity with ABC Ltd.

  1. Produce an Executive summary for the directors of ABC Ltd., explaining how a Service Desk might be structured and how Requests and Events might be managed by the Service Desk. (Marks 10/100), (LO2)

  2. Produce a two-page report to explain how the ABC Ltd. Service Desk could be made operational using Agile techniques, where appropriate. Your answer should include an assessment and installation of appropriate hardware, software, communications and cover Staff skills and training.

(Marks 10/100), (LO1)

  • You are required to submit a report (max 2 Pages), to explain the potential commercial and economic benefits for Value Co-creation for both ABC Ltd. and their clients.

Describe five examples of value co creation that ABC Ltd and their clients might engage in.
(Marks 10/100), (LO4)

  • Research and review available information and (in 2 pages max), explain to the directors of ABC Ltd., the purpose, objectives, scope and basic concepts of:
    • Incident Management. (Marks 10/100), (LO3)
    • Problem Management. (Marks 10/100), (LO3)
GRADEABCDEF – FailNS – No Submission
 Excellent reports.   Clear and professional layout.

Precise and Concise.     Clear basis for directors of ABC to gain understanding and make decisions.

  No need to make further enquiries for clarification.       Writing style is professional. Plain English. Accurate punctuation.
Good reports.   Clear and professional layout.

Not as Precise and Concise as they might be.
Clear basis for directors of ABC to gain understanding and make decisions.

  Directors may need to make further enquiries for clarification.     Writing style is professional. Plain English. Accurate punctuation.
Good reports lacking professional layout.

    Not Precise and Concise.     Information could be clearer. Insufficient information to make decisions.
  Directors may need to make further enquiries for clarification.

    Writing style is professional.
Plain English. Accurate punctuation.
Basic reports lacking professional layout

    Not Precise and Concise.

  Information could be clearer.
Insufficient information to make decisions.

Directors need to make further enquiries for clarification.       Writing style is professional but too complicated. Inaccurate punctuation.
Basic reports lacking professional layout.       Not Precise and Concise.     Information missing or unclear and insufficient to make decisions.       Directors will need to make further enquiries for clarification.       Writing style is poor and too complicated. Punctuation inaccurate.Poor incomplete reports lacking professional layout.     Missing the point.       Lacking detail.           Directors unable to make decisions.         Writing style is poor and too complicated. Punctuation inaccurate 

GRADING GRID COMPONENT 1

Marks for each section will be prorated.

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