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CIS5308 | Management of Information Technology Services Case Study Report 2 | Management

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Report Structure and Presentation    5   

Your report should include a title page, executive summary, and Table of Contents. The presentation of the report should be professional, resulting in clarity of message and information.
Note: Make sure to state the name(s) and student number(s) on the title page. If you are working on a team, name and student number of both students must appear in the title page. State the word count of the report (Introduction to Conclusions)

Report Introduction (approx. 500 words)    5

Your report should include an introduction to the report. This introduction should provide an overview of the relevant case study.

Report sections    50

Section 1: Discuss the steps followed by the Middle East Financial Institution with the support of Fox IT towards ISO/IEC 20000 certification. Outline the role of interim assessments at every step to achieve final certification. (25 marks)

Section 2: How does ISO/IEC 20000 certification provide value to the Middle East Financial Institution? Categorize and analyse the value proposition for (a) process, (b) service as well as (c) overall business (25 marks)

Report: Conclusions (approx. 500 words)    5

Summarise the key lessons you learnt from this case study.

Report: Referencing and Appropriateness of Sources    5

References are required and the Harvard AGPS standard of referencing must be used. This standard is detailed on USQ Library Site <>.

You must use at least five (5) academically sound sources other than the textbook in completing this report. Academic references include peer-reviewed journal/conference papers and books published by recognised publishers.

ITIL4 Update Research Activities & Essay    30 marks


1.Conduct a general review of ITIL4 and the concept of service value system (SVS) promoted in ITIL4 (Google Search will suffice).
2.Identify at least three Internet sources that you found to be useful to learn about ITIL4.
3.Now visit an ITSM knowledge repository developed as part of USQ research: and learn about ITIL4 from this repository.


Based on your study of the Internet sources and the ITSM knowledge repository, write a 500-word essay that answers the following questions:

a.How is the concept of service value system (SVS) promoted in ITIL4? (250 words – 15 marks)
b.What is your experience of using the ITSM knowledge repository to learn about ITIL4? Identify at least one improvement opportunity for the repository. Reflect on your experience. (250 words – 15 marks)

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