BIT352 Systems Implementation & Service Management Major Assignment Page 1 of 8
BIT352 Systems Implementation & Service Management
System Implementation Plan
Assignment & Interview
| Contribution: Type: Submission: |
30% of overall mark for the subject Group Assignment Check Point Week 10 Submission and Interview Week 13 |
System implementation Plan Implementation Requirements
You are required to provide advice and develop a plan outlining the direction and requirements for the implementation part of the project. You are not required
to develop a project schedule or costings for the implementation. That is to be handled by the project manager. If a work breakdown structure helps you identify
key areas within the implementation then use it as tool to support your implementation plan but you do not have to produce one. Again, your role is to advise
on implementation not as project manager.
Organisation Background
The Yarra provides rideshare services and build loyalty amongst partners and riders across capital cities of Australia. They have a large number of independent
partner drivers who uses their own cars for rideshare and common riders who uses rideshare as alternative to traditional taxis.
Implementation Scenario
Yarra appreciate the recommendations that you made for IT service support in your recent report. It is intended that an integrated IT Service Desk will be
implemented as part of the next range of projects to be undertaken. Yarra is suffering from increased competition from other larger rideshare providers. In
addition, they see an opportunity to expand into markets such as peer-to-peer car rental service, online food ordering and delivery service, luxury rideshare,
and so on. As is usual in this type of industry, regular upgrades need to be undertaken to remain competitive. Recent surveys and customer feedback reveals
BIT352 Systems Implementation & Service Management Major Assignment Page 2 of 8
that partner drivers as well as riders are critical of many app features and customer services. Moreover, staff morale is low as customers blame them for the
poor service and old app features. Yarra have identified a program of projects that address problem areas in the organisation. A substantial number of these
have significant IT components. Given your expertise in the implementation of IT systems particularly development, release and deployment, you have been
asked to advise on the implementation element of the project. System implementation Plan Implementation Requirements You are required to provide advice
and develop a plan outlining the direction and requirements for the implementation part of the project. You are not required to develop a project schedule or
costings for the implementation. That is to be handled by the project manager. If a work breakdown structure helps you identify key areas within the
implementation then use it as tool to support your implementation plan but you do not have to produce one. Again, your role is to advise on implementation not
as project manager.
Projects and IT Requirements
The various projects will involve:
Networking
| | Extensive upgrade to all WiFi systems throughout the head office and braches. These have been slow and a constant source of criticism by patrons |
| An audit of the head office network indicated significant risks which could lead to breaches. Penetration testing has been undertaken. A project is to | |
| be undertaken to implement changes at head office and branches. The installation of IT systems to support networking of head office and branches. This will include data projection and internet access. |
|
| Communications, Hardware & Software Upgrade | |
| |
The implementation of organise-wide VOIP systems throughout the head office and designated branches. Installation of networked printers/copiers at head office. Upgrade of PC’s along with the installation of Windows 10 Upgrade to software to provide for rapid access to data and the entry of data. |
| A third-party provider, Cybernetics Software, will modify the standard modules which are already used at both the head office and local sub offices. | |
| This will involve a substantial roll out of the upgraded software. | |
| Customer Relations & Administration | |
| | The development of two new app systems, one for partner driver and the other for rider. They are separate but integrated. Specifications have been |
developed. The implementation will involve the development, release and deployment throughout the entire network partner driver and rider.
Significant training is required.
Upgrade to the organizations web system along with a more friendly mobile app experience
The development and deployment of new backend systems to support administrative functions at head office.
BIT352 Systems Implementation & Service Management Major Assignment Page 3 of 8
The implementation of improved IT marketing systems in such areas as CRM
The roll out of a new 24/7, organization wide, fast response Service Desk based on ITIL principles.
For each of these major project areas the implementation team will need to develop and work with clients on the development and deployment of the various
systems. They will also need to organise and oversee the training of staff who use the systems. Each group may have different training needs.
In all of these projects, you will need to ensure that what you do is correct and of high quality. Remember, this is ridesharing where people expect prompt and
friendly service. If the IT systems do not work there are immediate as well as long term consequences.
Assignment Requirements
Your group is required to develop an implementation plan for a number of systems. You should concentrate on one of the broad areas but this can be
modified with prior approval
So what do we need to do?
You are to work though the implementation requirements for the systems you are implementing. Using the template, develop a Systems Implementation Plan
How do we know we are on the right track?
Ask yourself the following questions:
– Have I identified all of the elements of the implementation?
– Have we worked out a systematic, logical order for the implementation?
– Does the plan cover all elements of implementation, that is, development and deployment?
– When the system is used for the first time, will it work error free? Have I checked everything, or at least all those things that are critical for a
successful implementation?
Can I work on similar implementations with other groups?
If you would like to provide more detail in your implementation plan, groups could combine their skills and knowledge. You would need to clearly differentiate
tasks and have an overall co-ordinator for the report
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| ASSESSMENT OVERVIEW AND FEEDBACK SUMMARY All assessments (except for final examination) and feedback are provided via the MOODLE site and in classes. |
||||||
| Assessment Tasks: | Due Date | Subject Learning Outcomes |
Course Learning Outcomes |
MP Graduate Attributes |
Weight (%) |
Comments |
| Test Written assessment examining the concepts and principles of systems implementation and maintenance % |
Week 7 | d, e, f | 1,2,3,4,6 | A, B, C,D,E,F | 20% | Group |
| Report& Presentation Development of implementation plan for an SLA. Includes: •Service Catalogue •SLA requirements •Implementation issues. This assessment may be undertaken as a group activity. (equivalent to 1,200 words) |
Multiple progressive submissions Week 5, 12 & 13 |
a, b, c, d, e, f | 1,2,3,4,6 | A, B, C,D,E,F | 40% | Group |
| Examination 2 hours | Exam Period | a, b, c, d, e | 1,2,3,4,6 | A, B, C,D,E,F | 40% | Individual |
BIT352 Systems Implementation & Service Management Major Assignment Page 5 of 8
BIT 352 Systems Implementation & Service Management
Systems Implementation Plan Marking Rubric
| Criteria | Excellent | Very Good | Good | Acceptable | Unsatisfactory | None |
| HD 80%+ |
D 70%-79% |
CR 60%-69% |
P 50%-59% |
Fail < 50% |
||
| System Description Elements: A clear summary providing an overview about the client, their business/organisation and the kind of system they required, a clear outline of major system components/deliverables. (20 marks) |
Persuasive and clear outline providing an overview about the client, their business/organisation and the kind of system they require, a clear outline of major system components/deliverables. Clear evidence of research |
Clear outline providing an overview about the client, their business/organisation and the kind of system they require, a clear outline of major system components/deliverables. Evidence of research |
Outline providing an overview about the client, their business/organisation and the kind of system they required (although not clear in places); outline of major system components/deliverab les. |
Brief outline providing an overview about the client, their business/organisat ion and the kind of system they require (although not clear in a number of areas) |
Limited or very brief outline providing an overview about the client, their business/organisatio n and the kind of system they require; frequently very confusing or inconsistent |
Not completed |
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| Implementation site requirements Elements: A clear outline of the implementation requirements for the different site requirements. Outline outlines constraints. Clear evidence of thought. (10 marks) |
Persuasive and clear outline of the implementation requirements for the different site requirements. Outline outlines constraints. Clear evidence of thought. |
Clear outline of the implementation requirements for the different site requirements. Outline outlines constraints. Clear evidence of thought. |
Generally clear outline of the implementation requirements for the different site requirements. Outline outlines constraints but inconsistencies evident |
Acceptable outline of the implementation requirements for the different site requirements. Outline may outline some constraints but inconsistencies evident |
Poor or very brief outline of the implementation requirements for the different site requirements. Outline details few constraints and many inconsistencies evident |
Not completed |
| Management Plan Overview Elements: A clear summary providing a detailed description of the systems implementation tasks and management. Clear and consistent explanation of major tasks. (20 marks) |
Persuasive and A clear summary providing a detailed description of the systems implementation tasks and management. Clear and consistent explanation of major tasks. |
A clear summary providing a detailed description of the systems implementation tasks and management. Clear and consistent explanation of major tasks. |
A generally clear summary providing a detailed description of the systems implementation tasks and management although not clear in places. Generally clear explanation of major tasks. |
Acceptable summary providing a description of the systems implementation tasks and management although not clear in places. Some clear explanation of major tasks. |
Very brief summary providing a description of the systems implementation tasks and management Not clear or consistent in places. Few details of major tasks. |
Not completed |
| Start up and Cutover Elements: A clear summary providing an explanation of the deployment method. May vary according to the implementation of various systems at various sites. Clearly demonstrates understanding of the concepts and appropriate application (10 marks) |
Clear and detailed summary providing an explanation of the deployment method. May vary according to the implementation of various systems at various sites. Clearly demonstrates understanding of the concepts and appropriate application |
Detailed summary providing an explanation of the deployment method. General outline of implementation which may vary according to the implementation of various systems at various sites. Clearly demonstrates understanding of the concepts and appropriate application |
Summary providing an explanation of the deployment method. General outline of implementation which may vary according to the implementation of various systems at various sites. Demonstrates a reasonable understanding of the concepts and appropriate application |
Brief summary providing an explanation of the deployment method. Outline of implementation but confusing in areas. Demonstrates some understanding of the concepts and appropriate application |
Very brief or limited summary explaining the deployment method. Little or no outline of implementation Demonstrates limited understanding of the concepts and appropriate application Very confusing in parts |
Not completed |
BIT352 Systems Implementation & Service Management Major Assignment Page 7 of 8
| Training and Documentation Elements: Training and Documentation: Detailed outline of training program and documentation requirements. May vary according to the implementation of various systems at various sites. (10 marks) |
Clear and detailed summary of training and documentation: Detailed outline of training program and documentation requirements May vary according to the implementation of various systems at various sites. |
Detailed summary of training and documentation: Detailed outline of training program and documentation requirements May vary according to the implementation of various systems at various sites. |
Summary of training and documentation: Detailed outline of training program and documentation requirements Some variation according to the implementation of various systems at various sites. Some inconsistencies evident |
Brief summary of training and documentation: Outline of some training program and documentation requirements Some significant inconsistencies or poor details |
Very brief summary of training and documentation: Little or outline of training program and documentation requirements Significant inconsistencies or poor details |
Not completed |
| Implementation Support Elements: Outline of key staffing requirements which may vary according to the implementation of various systems at various sites. (10 marks) |
A clear and detailed outline of key staffing requirements which may vary according to the implementation of various systems at various sites. |
Detailed outline of key staffing requirements which may vary according to the implementation of various systems at various sites. |
Generally detailed outline of key staffing requirements which may vary according to the implementation of various systems at various sites. Some inconsistencies evident. |
Outline of key staffing requirements which may vary according to the implementation of various systems at various sites. Some major errors evident. |
Confusing and/or illogical outline of key staffing requirements which may vary according to the implementation of various systems at various sites. Many major errors evident. |
Not completed |
| Backup plan Elements: Outline of backup plan and post-implementation review/plan. Clearly demonstrates understanding of the concepts and appropriate application (10 marks) |
Clear and detailed outline of backup plan and post implementation review/plan. Clearly demonstrates understanding of the concepts and appropriate application |
Detailed outline of backup plan and post implementation review/plan. Clearly demonstrates understanding of the concepts and appropriate application |
Generally detailed outline of backup plan and post implementation review/plan. Demonstrates reasonable understanding of the concepts and appropriate application. Some inconsistencies evident. |
Outline of backup plan and post implementation review/plan. Demonstrates some understanding of the concepts and appropriate application. Some major inconsistencies evident. |
Limited or brief outline of backup plan and post implementation review/plan. Demonstrates limited understanding of the concepts and application. A large number of major inconsistencies evident. |
Not completed |
BIT352 Systems Implementation & Service Management Major Assignment Page 8 of 8
| Presentation Evidence: Has been proof-read for structure, consistency and vocabulary, spell and grammar checked, follows template and contains a generated Table of Contents (10 marks) |
Free of any grammatical errors; use correct sentence structure and range of vocabulary; consistent formatting following template and contains generated Table of Contents |
Well organized and the logic is easy to follow. There are very few spelling or grammatical errors. The terminology is clearly defined. Follows template and contains generated Table of Contents |
Generally well organized and most of the logic is easy to follow. There are only a few minor spelling or grammatical errors, or terms are not clearly defined. Writing is mostly clear. |
Shows some organization. There are some spelling and/or grammatical errors; technical terms are generally poorly defined. Writing is mostly clear but is confusing in parts. |
Is poorly organized and difficult to read – does not flow logically from one part to another. There are several spelling and/or grammatical errors; technical terms are not clear. Writing lacks clarity |
| Total | out of 100 | ||||
| Final mark | out of 20 |
**Additional 10% given for interview responses (individual). Same rubric to be used for appropriate questions to individuals
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