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Unit outline_

INFO5991: Services Science Management and Engineering

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

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) Type C final exam hurdle task Final Exam
Written exam, open book
35% Formal exam period 2 hours
Outcomes assessed: LO6 LO7 LO8
Assignment group assignment Group article reviews and video presentations
Discussion/Presentation + Report
10% Multiple weeks n/a
Outcomes assessed: LO1 LO2 LO3 LO5 LO6 LO7 LO8
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: LO1 LO2 LO3 LO4 LO5 LO6 LO7 LO8
Participation Class participation
Evaluation of participation in the class sessions
5% Progressive All weeks
Outcomes assessed: LO1 LO8 LO7 LO6 LO5 LO4 LO3 LO2
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: LO1 LO4 LO5 LO6 LO7 LO8
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: LO1 LO4 LO5 LO6 LO7 LO8
Assignment group assignment Consulting Report Final
Written report
20% Week 12
Due date: 20 Nov 2020 at 23:00
n/a
Outcomes assessed: LO1 LO2 LO3 LO4 LO5 LO6 LO7 LO8
hurdle task = hurdle task ?
group assignment = group assignment ?
Type C final exam = 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.

Use of generative artificial intelligence (AI) and automated writing tools

You may only use generative AI and automated writing tools in assessment tasks if you are permitted to by your unit coordinator. If you do use these tools, you must acknowledge this in your work, either in a footnote or an acknowledgement section. The assessment instructions or unit outline will give guidance of the types of tools that are permitted and how the tools should be used.

Your final submitted work must be your own, original work. You must acknowledge any use of generative AI tools that have been used in the assessment, and any material that forms part of your submission must be appropriately referenced. For guidance on how to acknowledge the use of AI, please refer to the AI in Education Canvas site.

The unapproved use of these tools or unacknowledged use will be considered a breach of the Academic Integrity Policy and penalties may apply.

Studiosity is permitted unless otherwise indicated by the unit coordinator. The use of this service must be acknowledged in your submission as detailed on the Learning Hub’s Canvas page.

Outside assessment tasks, generative AI tools may be used to support your learning. The AI in Education Canvas site contains a number of productive ways that students are using AI to improve their learning.

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.

WK Topic Learning activity Learning outcomes
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) LO1 LO2 LO3 LO4 LO5 LO6 LO7 LO8
Week 02 Creating organisational value with IT services; Article Review exercise: Self-assessment Step 2; Lecture and tutorial (3 hr) LO1 LO2 LO3 LO4 LO6 LO7 LO8
Week 03 Acquiring IT services: build or outsource? Active Listening; Peer Review processes; Article Reviews for Outsourcing. Lecture and tutorial (3 hr) LO1 LO2 LO3 LO4 LO6 LO7
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) LO1 LO2 LO3 LO4 LO5 LO6 LO7 LO8
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) LO1 LO2 LO3 LO4 LO5 LO6 LO7 LO8
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) LO1 LO2 LO3 LO4 LO5 LO6 LO7 LO8
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) LO1 LO2 LO3 LO4 LO5 LO6 LO7 LO8
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) LO1 LO2 LO3 LO4 LO5 LO6 LO7 LO8
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) LO1 LO2 LO3 LO4 LO5 LO6 LO7 LO8
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) LO1 LO2 LO3 LO4 LO5 LO6 LO7 LO8
Week 11 Providing IT as a service; Continue work on Consulting Report Final; Peer Review, self-assessment, and reflection. Lecture and tutorial (3 hr) LO1 LO2 LO3 LO4 LO5 LO6 LO7 LO8
Week 12 Review of the Unit and Final Peer Review, self-assessment, and reflection. Lecture and tutorial (3 hr) LO1 LO2 LO3 LO4 LO5 LO6 LO7 LO8

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 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
GQ1 GQ2 GQ3 GQ4 GQ5 GQ6 GQ7 GQ8 GQ9
LO1         
LO2         
LO3         
LO4         
LO5         
LO6         
LO7         
LO8         

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

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.