Outline

Overview

The service economy plays a dominant and growing role in economic growth and employment in most parts of the world. Increasingly, the improved productivity and competitive performance of firms and nations in services relies on innovative and effective design, engineering, and management of IT services. This unit offers IT graduates and professionals an understanding of the role of IT services in an organisational context, as well as knowledge of the principles of their design, engineering and management in a service-oriented IT framework Topics covered include the nature of services and the transformative role of IT in designing and deploying services; planning, designing, providing, acquiring and integrating IT services; and realising organisational value through efficient and effective IT service management and governance. The delivery of the unit is driven by a critical reading of the literature and live case studies presented by industry professionals. Its learning outcomes are based on industry needs.

Unit details and rules

Academic unit	Computer Science
Credit points	6
Prerequisites ?	None
Corequisites ?	None
Prohibitions ?	None
Assumed knowledge ?	INFO5990. Students are expected to have a degree in computer science, engineering, information technology, information systems or business.
Available to study abroad and exchange students	Yes

Teaching staff

Coordinator	Joseph Davis, joseph.davis@sydney.edu.au
Lecturer(s)	Andrea Stern, andrea.stern@sydney.edu.au

Type	Description	Weight	Due	Length
Final exam (Open book)	Final Exam Written exam, open book	35%	Formal exam period	2 hours
Outcomes assessed:
Assignment	Group article reviews and video presentations Discussion/Presentation + Report	10%	Multiple weeks	n/a
Outcomes assessed:
Assignment	Self and peer-assessment and Reflective Portfolio Capability assessment (Self-assessment 3%; Group-profile 4%; Portfolio 4%)	10%	Multiple weeks	n/a
Outcomes assessed:
Participation	Class participation Evaluation of participation in the class sessions	5%	Progressive	All weeks
Outcomes assessed:
Assignment	Consulting Report Synthesis Grid Report summarising evaluation of sources / collection of information.	10%	Week 08 Due date: 23 Oct 2020 at 23:00	n/a
Outcomes assessed:
Assignment	Consultants report summary and relevance grid Written report (mapping ideas from synthesis grid to client requirements)	10%	Week 10 Due date: 06 Nov 2020 at 23:00	n/a
Outcomes assessed:
Assignment	Consulting Report Final Written report	20%	Week 12 Due date: 20 Nov 2020 at 23:00	n/a
Outcomes assessed:
= hurdle task ? = group assignment ? = Type C final exam ?

Assessment summary

Class Participation: This involves evaluation by the tutors of your active involvement in the online class sessions.

Self and peer-assessment and Reflective Portfolio: In these activities you will assess yourself against the unit intended learning outcomes, evaluate your own and others capabilities, and using these inputs build a group profile to support your teamwork in the unit.

Group article reviews: Critically review articles, peer review, discuss and present in tutorials, combine in a written summary.

Consultants report: This involves three written reports: (1) Synthesis Grid; (2) Summary & Relevance grid; (3) Final Report. The first two are submitted individually, and the third is submitted as a group.

Final Exam: A two-hour open-book exam involving applying and interpreting a case study from the unit (minimu of 40% required in the exam to pass the unit)

Assessment criteria

The University awards common result grades, set out in the Coursework Policy 2014 (Schedule 1).

As a general guide, a high distinction indicates work of an exceptional standard, a distinction a very high standard, a credit a good standard, and a pass an acceptable standard.

Result name	Mark range	Description
High distinction	85 - 100
Distinction	75 - 84
Credit	65 - 74
Pass	50 - 64
Fail	0 - 49	It is a policy of the School of Computer Science that in order to pass this unit, a student must achieve at least 40% in the written examination. For subjects without a final exam, the 40% minimum requirement applies to the corresponding major assessment component specified by the lecturer. A student must also achieve an overall final mark of 50 or more. Any student not meeting these requirements may be given a maximum final mark of no more than 45 regardless of their average.

For more information see guide to grades.

Late submission

In accordance with University policy, these penalties apply when written work is submitted after 11:59pm on the due date:

Deduction of 5% of the maximum mark for each calendar day after the due date.
After ten calendar days late, a mark of zero will be awarded.

Academic integrity

The Current Student website provides information on academic integrity and the resources available to all students. The University expects students and staff to act ethically and honestly and will treat all allegations of academic integrity breaches seriously.

We use similarity detection software to detect potential instances of plagiarism or other forms of academic integrity breach. If such matches indicate evidence of plagiarism or other forms of academic integrity breaches, your teacher is required to report your work for further investigation.

You may only use artificial intelligence and writing assistance tools in assessment tasks if you are permitted to by your unit coordinator, and if you do use them, you must also acknowledge this in your work, either in a footnote or an acknowledgement section.

Studiosity is permitted for postgraduate units unless otherwise indicated by the unit coordinator. The use of this service must be acknowledged in your submission.

Learning support

Simple extensions

If you encounter a problem submitting your work on time, you may be able to apply for an extension of five calendar days through a simple extension.  The application process will be different depending on the type of assessment and extensions cannot be granted for some assessment types like exams.

Special consideration

If exceptional circumstances mean you can’t complete an assessment, you need consideration for a longer period of time, or if you have essential commitments which impact your performance in an assessment, you may be eligible for special consideration or special arrangements.

Special consideration applications will not be affected by a simple extension application.

Using AI responsibly

Co-created with students, AI in Education includes lots of helpful examples of how students use generative AI tools to support their learning. It explains how generative AI works, the different tools available and how to use them responsibly and productively.

Weekly schedule

WK	Topic	Learning activity
Week 01	Overview of the unit; introductions to each other and to self-assessment; Self-assessment Step1 and introduction to Step 2 for group profile	Lecture and tutorial (3 hr)
Week 02	Creating organisational value with IT services; Article Review exercise: Self-assessment Step 2;	Lecture and tutorial (3 hr)
Week 03	Acquiring IT services: build or outsource? Active Listening; Peer Review processes; Article Reviews for Outsourcing.	Lecture and tutorial (3 hr)
Week 04	Managing IT services: ITSM; Group Profile feedback; Overview of self-reflection cycle and portfolio; reflection on Group Profile feedback; Group discussion, summary, and oral presentation of article reviews;	Lecture and tutorial (3 hr)
Week 05	Finding and evaluating sources of evidence and using Gartner; Feedback on Outsourcing Article Review Summary; Peer Review, self-assessment, and reflection.	Lecture and tutorial (3 hr)
Week 06	Continual Service Improvement (CSI) and the Capability Maturity Model (CMMI); Feedback on ITSM Article Review Summary; Choose Method for Consulting Report; Work on Synthesis Grid; Peer Review, self-assessment, and reflection.	Lecture and tutorial (3 hr)
Week 07	IT Governance: delivering value from IT services in complex environments; IT Governance vs ITSM; Feedback on Synthesis Grid; Correct Synthesis Grid; Prepare for Summary; Peer Review, self-assessment, and reflection.	Lecture and tutorial (3 hr)
Week 08	IT Consulting in practice; Corrections to Synthesis Grid; Work on Summary and Relevance Grid. Peer Review, self-assessment, and reflection.	Lecture and tutorial (3 hr)
Week 09	Integrating IT services; Feedback on Summary and Relevance Grid; Correct Summary and Relevance Grid; Peer Review, self-assessment, and reflection.	Lecture and tutorial (3 hr)
Week 10	Service innovation: Form groups for Consulting Report Final group; Review outstanding corrections for Summary and Relevance Grid; Plan and work on Consulting Report Final; Peer Review, self-assessment, and reflection.	Lecture and tutorial (3 hr)
Week 11	Providing IT as a service; Continue work on Consulting Report Final; Peer Review, self-assessment, and reflection.	Lecture and tutorial (3 hr)
Week 12	Review of the Unit and Final Peer Review, self-assessment, and reflection.	Lecture and tutorial (3 hr)

Attendance and class requirements

Students need to participate in lecture and tutorial sessions as set out in instructions and assessment criteria on Canvas

Study commitment

Typically, there is a minimum expectation of 1.5-2 hours of student effort per week per credit point for units of study offered over a full semester. For a 6 credit point unit, this equates to roughly 120-150 hours of student effort in total.

Learning outcomes

Learning outcomes are what students know, understand and are able to do on completion of a unit of study. They are aligned with the University's graduate qualities and are assessed as part of the curriculum.

At the completion of this unit, you should be able to:

LO1. Practice self-assessment and reflection of learning and professional capabilities
LO2. listen to others, give constructive feedback, practice peer review
LO3. Work collaboratively
LO4. Find, critically analyse, and synthesise evidence-based material relevant to IT services
LO5. report own analysis and synthesis in a persuasive analytical style suited to business and technical reporting, in oral and written form
LO6. Explain the role of IT services in creating organisational value
LO7. apply a service-oriented view of the use of IT by organisations
LO8. apply principles of IT governance and management to realising organisational goals and strategy efficiently and effectively

Graduate qualities

The graduate qualities are the qualities and skills that all University of Sydney graduates must demonstrate on successful completion of an award course. As a future Sydney graduate, the set of qualities have been designed to equip you for the contemporary world.

GQ1	Depth of disciplinary expertise Deep disciplinary expertise is the ability to integrate and rigorously apply knowledge, understanding and skills of a recognised discipline defined by scholarly activity, as well as familiarity with evolving practice of the discipline.
GQ2	Critical thinking and problem solving Critical thinking and problem solving are the questioning of ideas, evidence and assumptions in order to propose and evaluate hypotheses or alternative arguments before formulating a conclusion or a solution to an identified problem.
GQ3	Oral and written communication Effective communication, in both oral and written form, is the clear exchange of meaning in a manner that is appropriate to audience and context.
GQ4	Information and digital literacy Information and digital literacy is the ability to locate, interpret, evaluate, manage, adapt, integrate, create and convey information using appropriate resources, tools and strategies.
GQ5	Inventiveness Generating novel ideas and solutions.
GQ6	Cultural competence Cultural Competence is the ability to actively, ethically, respectfully, and successfully engage across and between cultures. In the Australian context, this includes and celebrates Aboriginal and Torres Strait Islander cultures, knowledge systems, and a mature understanding of contemporary issues.
GQ7	Interdisciplinary effectiveness Interdisciplinary effectiveness is the integration and synthesis of multiple viewpoints and practices, working effectively across disciplinary boundaries.
GQ8	Integrated professional, ethical, and personal identity An integrated professional, ethical and personal identity is understanding the interaction between one’s personal and professional selves in an ethical context.
GQ9	Influence Engaging others in a process, idea or vision.

Outcome map

Learning outcomes	Graduate qualities
Learning outcomes

Responding to student feedback

This section outlines changes made to this unit following staff and student reviews.

Unit re-structed for online delivery self assessment and student feedback processes included

Additional information

Work, health and safety

There are no specific WHS requirements for this unit.

Disclaimer

The University reserves the right to amend units of study or no longer offer certain units, including where there are low enrolment numbers.

To help you understand common terms that we use at the University, we offer an online glossary.

Current students

Overview

Overview

Unit details and rules

Teaching staff

Assessment

Assessment

Assessment summary

Assessment criteria

Late submission

Academic integrity

Learning support

Learning support

Simple extensions

Special consideration

Using AI responsibly

Weekly schedule

Weekly schedule

Attendance and class requirements

Study commitment

Learning outcomes

Learning outcomes

Graduate qualities

Outcome map

Responding to student feedback

Responding to student feedback

Additional information

Additional information

Work, health and safety

Disclaimer

On this page

Useful links

Media

Student links

About us

Connect

Current students

INFO5991: Services Science Management and Engineering

Semester 2, 2020 [Normal evening] - Camperdown/Darlington, Sydney

Overview

Overview

Unit details and rules

Teaching staff

Assessment

Assessment

Assessment summary

Assessment criteria

Late submission

Academic integrity

Learning support

Learning support

Simple extensions

Special consideration

Using AI responsibly

Weekly schedule

Weekly schedule

Attendance and class requirements

Study commitment

Learning outcomes

Learning outcomes

Graduate qualities

Outcome map

Responding to student feedback

Responding to student feedback

Additional information

Additional information

Work, health and safety

Disclaimer

On this page

Useful links

Media

Student links

About us

Connect