Stage 2 case assessment Lunch with Giuseppe and the way forward 25% Due 30 May XXXXXXXXXX:59 Giuseppe has taken some note of your recommendations you made and has embarked on an alignment process, but...

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Stage 2 case assessment
Lunch with Giuseppe and the way forward
25%
Due 30 May XXXXXXXXXX:59
Giuseppe has taken some note of your recommendations you made and has embarked on an alignment process, but it’s been “wobbly”. After an invitation to lunch (this was going to be a long conversation), Giuseppe has explained what he has done (as documented in the case study).
Following on from your lunch meeting with Giuseppe, write a follow up report. This time draw heavily on the principles of ITSM and ITIL 4 rather than ITIL v3
In your report
On the basis of your first email to Giuseppe in part 1 :
· Provide feedback to Giuseppe what has he done well, how could he have done it better – use the principles of ITIL 4 (as well as ITSM) as a lens this time. As part of the feedback, provide a broad maturity assessment of where the organization, using ITIL v4 as a foundation.
· Provide recommendations of how Giuseppe can move forward, again using ITIL v4 as a foundation (along with other key concepts of ITSM). In your recommendations refer to ITILv4 and to the case to create a well-justified persuasive argument for the recommendations you are making. In providing your recommendations also take a look at the organisation’s website https://www.octotelematics.com/ as a source of information for what the future of the organisation holds for Giuseppe. Consider this future in your recommendations.
Plus…
It will be helpful to Giuseppe to get a good view of the situation in the organization, highlighting the issues, stakeholders and relationships. Draw a rich picture based on what you know from stage 1 and stage 2 and include it in the report to capture the main views (or likely views) of the stakeholders involved and the relationships both within and outside of the organisation. (You’ll need to review the content from the pre-requisite course on Information systems if you are unsure of what is required in a rich picture).
This link has a useful description of the rich picture methodology https://www.betterevaluation.org/en/evaluation-options/richpictures
·
You can structure the report in any way you see fit. However, you must make use of headings and layout your report in a manner that is easy to read and flows logically. You must use language that is accessible and easily understandable by someone who is not an ITSM expert. Any terminology you use will need to be explained. The report is a professional document which reflects your own professionalism.
The recommended length of the assessment is between XXXXXXXXXXThis is simply a guide as to what we expect would be reasonable to cover the required concepts.
Marking criteria stage 2
Provide feedback to Giuseppe what has he done well, how could he have done it better – use the principles of ITIL 4 (as well as ITSM) as a lens this time. (5 marks)
0-1
Some attempt may be made but overall the response lacks clarity and/or is too broad not reflecting the context of the case study and/or makes irrelevant statements. Overall understanding of ITIL and link with the case is not demonstrated.
1-2
Some good points are raised in the response but there may be major omissions and /or response is not supported by ITIL/ITSM principles.
2-3
Response mostly accurately reflects the case study detail and demonstrates students’ understanding of the situation in the case study. Response is somewhat well structured, and provides constructive, some justified or argued feedback. Assessment of what is done well and what should improve may have some omissions and /or the link to ITSM principles is weak.
3-4
Response accurately reflects the case study detail and demonstrates students’ understanding of the situation in the case study. Response is well structured, and provides constructive, mostly justified or argued feedback. Assessment of what is done well and what should improve is very good but there may be a few omissions and it is very evident that student understands (and is able to mostly link) to theoretical concepts.
4-5
Response accurately reflects the case study detail and demonstrates students’ understanding of the situation in the case study. Response is well structured, and provides constructive, well justified or argued feedback. Assessment of what is done well and what should improve is thorough and it is very evident that student understands (and is able to link) to theoretical concepts.
provide a broad maturity assessment of where the organization, using ITIL v4 as a foundation. (5 marks)
0-1
Some attempt may be made but overall the response lacks clarity and/or is too broad not reflecting the context of the case study and/or makes irrelevant statements. Overall understanding of ITIL and link with the case is not demonstrated.
Understanding of maturity is not evident.
1-2
Some attempt is made and an maturity rating may be given and/or the rating is not justified or barely justified. Understanding of maturity and how it should be applied is borderline.
2-3
Response may reflect case study to some extent but there may be major omission, or the assessment is not well justified but it is apparent that the student knows what the model to be used is. There may be lack of link with the case
3-4
Response mostly accurately reflects the case study detail and demonstrates students’ understanding of the situation in the case study as well as understanding of the concept of maturity. Student provides a mostly well justified argument for the maturity assessment such that the assessment is very reasonable.
4-5
Response accurately reflects the case study detail and demonstrates students’ understanding of the situation in the case study as well as understanding of the concept of maturity. Student provides a comprehensive, well justified argument for the maturity assessment such that the assessment is very reasonable.
Provide recommendations of how Giuseppe can move forward, again using ITIL v4 as a foundation (along with other key concepts of ITSM). In your recommendations refer to ITILv4 and to the case to create a well-justified persuasive argument for the recommendations you are making. In providing your recommendations also take a look at the organisation’s website https://www.octotelematics.com/ as a source of information for what the future of the organisation holds for Giuseppe. Consider this future in your recommendations. (10 marks)
0-2
Some attempt may be made but overall the response lacks clarity and/or is too broad not reflecting the context of the case study and/or makes irrelevant statements. Overall understanding of ITIL and link with the case is not demonstrated
2-4
Response may provide some reasonable recommendations but there may be little link to the case or there may be lack of grounding in theory. A well justified case is borderline evident.
4-6
A satisfactory response which demonstrates an understanding of the principles of ITSM and ITIL 4.
However, there may be some major omissions, or some recommendations may not be well supported.
6-8
Response mostly accurately reflects the case study detail and demonstrates students’ understanding of the situation and of ITSM and the ITIL 4 framework in particular.
Student demonstrates some degree of analysis. Recommendations are mostly grounded in ITSM principles and some are justified with some or little link to the situation of the case and the information gleaned from the company website. There is good level of analysis as well as integration of information that provides al justified, reasonable recommendations for the CIO in the case.
8-10
Response accurately reflects the case study detail and demonstrates students’ understanding of the situation and of ITSM and the ITIL 4 framework in particular.
Student demonstrates and excellent degree of analysis. Recommendations are grounded in ITSM principles and well justified with strong link to the situation of the case and the information gleaned from the company website. There is an excellent level of analysis as well as integration of information that provides a well justified, reasonable and actionable recommendations for the CIO in the case.
Draw a rich picture based on what you know from stage 1 and stage 2 and include it in the report to capture the main views (or likely views) of the stakeholders involved and the relationships both within and outside of the organisation (5 marks)
0-1
An attempt may/may not be made. Most elements for an effective rich picture are missing but may show a few (if any) basic elements.
1-2
Some issues and stakeholders and relationships may be evident. However, the detail provided is sketchy and it is difficult to form a good understanding of the situation
2-3
Rich picture accurately reflects some of : key stakeholders, service and value creation and the relationships among stakeholders as well as portrays a few of the major issues. There may be some lack of detail on perspectives of the stakeholders
3-4
Rich picture accurately reflects most key stakeholders, service and value creation and the relationships among stakeholders as well as portrays clearly the major issues.
4-5
Rich picture accurately reflects key stakeholders, service and value creation and the relationships among stakeholders as well as portrays clearly the major issues.
Deductions:
Up to 5 marks deducted for spelling or grammatical errors or lack of clarity and flow in communication and presentation; Response is framed in accessible, respectful language.
<5 moderate issues : 1-2 marks
>5 moderate (some might be severe) : 3-4 marks
> 6 mostly severe : 5 marks.
Answered 3 days AfterMay 15, 2021

Solution

Neha Raghav answered on May 18 2021
21 Votes

The auto telematics is a large telematics company which is known for providing the specialised provision of all the telematics services and the systems. They work for the automotive and insurance...

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