Unit 14 IT Service Delivery Assignment Brief
| Qualification | Pearson BTEC Level 3 National Certificate in Information Technology |
| Unit Number | 14 |
| Unit Title | IT Service Delivery |
| GLH | 120 |
| Unit type | External |
| Unit Brief | Learners study the information technology (IT) service requirements of organisations and how to plan a solution for IT service delivery. |
Unit Introduction
Organisations are increasingly reliant on IT to perform everyday tasks, deliver goals and ensure customers’ needs are met, therefore delivery of high-quality IT services is a must for an organisation to be successful. Effective IT service delivery will use the IT service life cycle to monitor the needs of an organisation, and seek to continually improve success and efficiency through refinement of the IT systems and procedures.
An IT service is any use or application of an IT system to support the aims and needs of the organisation. In this unit, you will apply understanding of IT systems and the IT service life cycle to explore the needs of organisations and the IT services that facilitate their success. You will learn how to interpret the needs and goals of organisations to define the IT services required and to analyse related requirements to explore how information, data and IT systems (software and hardware) can be used to facilitate IT service delivery.
You will explore a range of organisations and investigate their IT service needs, examining the computer systems that have been set up, used and integrated to deliver IT services to users and customers. You will examine issues related to the use of IT and the implications for organisations and their customers. You will analyse the IT services and requirements of organisations to plan the implementation of the IT service delivery solution.
In this unit, you will apply an understanding of IT service delivery and draw on your learning from across your programme to complete assessment tasks. You will analyse the needs of organisations in different contexts and sectors, and design IT service delivery solutions.
You will apply analytical skills that will help prepare you for IT courses in higher education and for employment in technician level job roles and apprenticeships in a variety of related areas.
To complete the assessment tasks within this unit, you will need to draw on your learning from across your programme.
Summary of Assessment
This unit is externally assessed by a task set and marked by Pearson.
The set task will be completed under supervised conditions in sessions: Part A is maximum of three hours of preparatory research and Part B is eight hours of task-based assessment. Part A needs to be completed in a two-week period before Part B, and Part B needs to be completed in the three-week assessment period timetabled by Pearson.
The set task will assess learners’ ability to analyse an organisation’s aims and IT service needs. They will design an IT service solution by applying the IT service life cycle, while considering alternatives and the service management implications these may have on the needs of the organisation.
The number of marks for the unit is 68. The mark scheme will remain the same for each examination series.
The availability of the task is December/January and May/June each year. The first assessment availability is May/June 2018.
Sample assessment materials will be available to help centres prepare learners for assessment.
Assessment Outcomes
AO1 Demonstrate knowledge and understanding of IT service-delivery related facts, terminology, standards, concepts and processes
AO2 Apply understanding of terminology, information technologies and procedures to explore outcomes and find solutions to IT service delivery problems
AO3 Analyse data and information; recognise patterns, correlations and connections in order to solve IT service delivery problems and predict outcomes
AO4 Evaluate technologies, procedures, outcomes and solutions to make reasoned judgements and make decisions about IT service delivery
AO5 Be able to design an IT service delivery solution for an organisation with appropriate justification
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