IRM4728/101/0/2022

Tutorial Letter 101/0/2022

Incident and Problem Management

IRM4728

Year module
School of Computing

This tutorial letter contains important information about your module. Please
register on myUnisa, activate your myLife e-mail account and ensure that you
have regular access to the myUnisa module website, IRM4728-22-Y1 as well as
your group website.

This is a fully online module. It is therefore available online on myUnisa

BARCODE
 IRM4728/101/0/2022

CONTENTS
Page

1 INTRODUCTION .......................................................................................................................... 3
1.1 Getting started .............................................................................................................................. 3
2 PURPOSE AND OUTCOMES OF IRM4728 ................................................................................. 3
2.1 Purpose ........................................................................................................................................ 3
2.2 Outcomes ..................................................................................................................................... 4
3 CURRICULUM TRANSFORMATION ........................................................................................... 4
4 LECTURER(S) AND CONTACT DETAILS................................................................................... 4
4.1 Lecturer(s) .................................................................................................................................... 4
4.2 Department ................................................................................................................................... 5
4.3 University ...................................................................................................................................... 5
5 RESOURCES ............................................................................................................................... 5
5.1 Prescribed book(s) ........................................................................................................................ 5
5.2 Recommended book(s) ................................................................................................................. 5
5.3 Electronic reserves (e-reserves) ................................................................................................... 6
6 STUDENT SUPPORT SERVICES ................................................................................................ 7
7 STUDY PLAN ............................................................................................................................... 7
7.1 What does it mean to study fully online? ....................................................................................... 7
7.2 MyUnisa Tools .............................................................................................................................. 7
7.2 Study Plan .................................................................................................................................... 7
8 ASSESSMENT ............................................................................................................................. 9
8.1 Assessment plan .......................................................................................................................... 9
8.3 myUnisa Virtual Campus............................................................................................................ 10
8.4 Submission of assignments ........................................................................................................ 10
8.5 The examination ......................................................................................................................... 10
9 ACADEMIC DISHONESTY ........................................................................................................ 11
9.1 Plagiarism.................................................................................................................................... 11
9.2 Cheating ....................................................................................................................................... 11
9.3 More information about plagiarism ................................................................................................. 11
10 STUDENT WITH DISABILITY .................................................................................................... 11
11 CONCLUSION............................................................................................................................ 11
12 REFERENCES ........................................................................................................................... 12

2
 IRM4728/101/0/2022

Dear Student

1 INTRODUCTION

Welcome to the Incident and problem management module (IRM4728). IRM4728 is a year
module presented by the School of Computing in the College of Science, Engineering and
Technology (CSET), at the University of South Africa (UNISA).
This tutorial letter contains important information regarding IRM4728. Read it
carefully.
This is a fully online module. You will therefore need to use myUnisa to study and complete
the learning activities for this module. Visit the website for IRM4728 in myUnisa frequently.
The website for this module is IRM4728-22-Y1.

1.1 Getting started

Owing to the nature of this module, you can read about the module and find your study
material online. Go to the website at https://my.unisa.ac.za and log in using your student
number and password. Click on "myModules" at the top of the web page and then on "Sites"
in the top right corner. In the new window, click on the grey Star icon next to the modules
you want displayed on your navigation bar. Close the window in the top right corner. Then
select the option "Reload to see your updated favourite sites". Now go to your navigation bar
and click on the module you want to open.

2 PURPOSE AND OUTCOMES OF IRM4728

2.1 Purpose

The Incident and Problem Management (IRM4728) module provides an overview of two of the
service operations processes, namely Incident Management and Problem Management.
Students who complete this module successfully will be able to ascertain how incident and
problem management fit into IT Service Management (ITSM), what incidents and problems
are, and how they can be managed in the context of ITSM. Policies, principles and basic
concepts of incident and problem management will be investigated. The module teaches how
to approach, investigate, diagnose and resolve problems or find workarounds to problems.
The module will enable successful students to develop the ability to manage incidents and
problems in a business environment, determine related challenges, success factors, and
risks in the context of IT Service Management Operations.
An important aspect of studying at this level is the development of skills and
attributes associated with graduateness such as problem-solving and decision-making,
analytical thinking skills, presenting and applying information, continuous-learning orientation,
being interactive, enterprising, goal-directed, as well as being ethical and responsible
(Griesel & Parker, 2009; Holtzhausen, 2012; Coetzee, 2014).

3
 IRM4728/101/0/2022

2.2 Outcomes

The specific outcomes for IRM4728 are:

Specific outcome 1:
Distinguish and differentiate between operation processes and functions inherent in IT
Service Management (ITSM) practice.

Specific outcome 2:
Explain and analyze incident and problem management in the following context: Definition;
Purpose; Scope; Business value; Policies; Principles and basic concepts; Processes to be
followed; Triggers, input, output and inter-process interfaces; Information management;
Metrics; Challenges and critical success factors and risks.

Specific outcome 3:
Identify, explain, and evaluate the business value of incident and problem management.

Specific outcome 4:
Diagnose problems regarding incident management and provide procedurally appropriate
and applicable resolutions.

Specific outcome 5:
Apply knowledge management principles to communicate problems, workarounds and
resolutions regarding incident management.

Specific outcome 6:
Write a case study report documenting an investigation, diagnosis, resolution or solution
to a problem regarding incident management at a selected organization of choice.

3 CURRICULUM TRANSFORMATION
Unisa has implemented a transformation charter based on five pillars and eight dimensions.
In response to this charter, we have placed curriculum transformation high on the teaching
and learning agenda. Curriculum transformation includes the following pillars: student-
centred scholarship, the pedagogical renewal of teaching and assessment practices, the
scholarship of teaching and learning, and the infusion of African epistemologies and
philosophies. These pillars and their principles will be integrated at both programme and
module levels as a phased-in approach. You will notice a marked change in the teaching
and learning strategy implemented by Unisa, together with how the content is
conceptualised in your modules. We encourage you to embrace these changes during your
studies at Unisa in a responsive way within the framework of transformation.

4 LECTURER(S) AND CONTACT DETAILS

4.1 Lecturer(s)

The primary lecturer for IRM4728 is Dr J Mabila

Department: Information Systems, School of Computing
Telephone: +27 11 670 9283

4
 IRM4728/101/0/2022

E-mail: mabiljp@unisa.ac.za

4.2 Department

The School of Computing is within the College of Science, Engineering and Technology. You
can contact the School of Computing as follows:
Telephone number: +27 11 670 9200
E-mail: computing@unisa.ac.za

4.3 University

To contact the University, follow the instructions on the ‘Contact us’ page on the Unisa
website. Remember to have your student number available whenever you contact the
University.
Please include your student number in the subject line whenever you contact your lecturer
via e-mail to enable the lecturer to help you more effectively.

5 RESOURCES
5.1 Prescribed book(s)

The two prescribed textbooks for IRM4728 are:

Incident management Problem management

O’Toole, D., (2015). Hall, M. G. (2014). Problem

Incident Management management: An
for IT Departments. implementation guide for
CreateSpace the real world. BCS
Independent Learning & Development
Publishing Platform Limited, The Chartered
Institute for IT

You can purchase your own copy of the prescribed book. For the contact details of
official booksellers, please consult the list of official booksellers and their addresses in Study
@ Unisa.

5.2 Recommended book(s)

Recommended textbooks for IRM4728 are:

Knapp, D., (A guide to Service desk concepts 4th Edition. Cengage Learning.
Steinberg, R., (2011). ITIL Service Operation. Stationery Office Limited.
Steinberg, R., (2019). ITIL Service Operation. Stationery Office Limited.
Steinberg, R., (2013). Servicing ITSM. A Handbook of Service Descriptions for It Service
Managers. Trafford Publishing.

5
 IRM4728/101/0/2022

Relevant announcements will be posted in the module site should any of the books be
accessible in the Library e-Resources.

5.3 Electronic reserves (e-reserves)

E-reserves can be downloaded from the Library catalogue. More information is available at
https://libguides.unisa.ac.za/request/request

5.4 Library services and resources

The Unisa Library offers a range of information services and resources:

• For a general Library overview, go to

https://www.unisa.ac.za/sites/corporate/default/Library/About-the-Library
Library @ a glance
• For detailed Library information, go to
https://www.unisa.ac.za/sites/corporate/default/Library
• For research support and services (eg personal librarians and literature search services), go
to
https://www.unisa.ac.za/sites/corporate/default/Library/Library-services/Research-support

The Library has created numerous Library guides to assist you: http://libguides.unisa.ac.za

Recommended guides:

• Request recommended books and access e-reserve material:

https://libguides.unisa.ac.za/request
• Requesting and finding library material: Postgraduate services:
https://libguides.unisa.ac.za/request/postgrad
• Finding and using library resources and tools (Research Support):
https://libguides.unisa.ac.za/research-support
• Frequently asked questions about the library:
https://libguides.unisa.ac.za/ask
• Services to students living with disabilities:
https://libguides.unisa.ac.za/disability
• A-Z databases:
https://libguides.unisa.ac.za/az.php
• Subject-specific guides:
https://libguides.unisa.ac.za/?b=s
• Information on fines & payments:
https://libguides.unisa.ac.za/request/fines

Assistance with technical problems accessing the Unisa Library or resources:

https://libguides.unisa.ac.za/techsupport

Lib-help@unisa.ac.za (insert your student number in the subject line please)

6
 IRM4728/101/0/2022

General library enquiries can be directed to Library-enquiries@unisa.ac.za

6 STUDENT SUPPORT SERVICES

The Study @ Unisa website is available on myUnisa: www.unisa.ac.za/brochures/studies

This website has all the tips and information you need to succeed at Unisa.

7 STUDY PLAN
7.1 What does it mean to study fully online?

Studying fully online modules differs completely from studying some of your other modules
at Unisa.
All your study material and learning activities for online modules are designed to be
delivered online on myUnisa.
All your assignments must be submitted online. This means that you do all your activities
and submit all your assignments on myUnisa. In other words, you may NOT post your
assignments to Unisa using the South African Post Office.
All communication between you and the University happens online. Lecturers will
communicate with you via e-mail and use the Announcements and the Discussion Forum
tools in myUnisa.

7.2 MyUnisa Tools

It is very important that you log in to myUnisa regularly. We recommend that you log in at
least once a week to do the following:

Check for new announcements. You can also set your myLife e-mail account so that you
receive the announcement e-mails on your cellphone.
The main tool that we will use is the Lessons tool. This tool will provide the content of and the
assessments for your module. At times you will be directed to join discussions with fellow
students and complete activities and assessments before you can continue with the module.
Do the Discussion Forum activities. When you do the activities for each learning unit, we
want you to share your answers with the other students in your group. You can read the
instructions and even prepare your answers offline, but you will need to go online to post your
messages.
Do other online activities. For some of the learning unit activities you might need to post
something on the Blog tool, take a quiz or complete a survey under the Self-Assessment
tool. Do not skip these activities because they will help you complete the assignments and the
activities for the module.

We hope that by giving you varying ways to study the material and activities, you will succeed
in the IRM4728 module. To get the most out of studying the IRM4728 module you MUST go
online regularly to complete the activities and assignments on time

7.2 Study Plan

The following sections in the prescribed books and recommended reading are covered as part
of the syllabus for this module:

7
 IRM4728/101/0/2022

INTRODUCTION
IT SERVICE MANAGEMENT (ITSM) - How Incident Management and Problem management fit into ITSM
Service operations; Service Processes (including Incident Management and Problem management); Service Functions
Textbook - Servicing ITSM (Randy Steinberg):
Textbook - ITIL (Steinberg, 2011): Chapter 2: Service Management as a practice; Services and service management;
Basic concepts; Governance and management systems; The service lifecycle
Chapter 1: Overview, Context; ITIL in relation to other publications in the Best Management Practice portfolio
Assignment 1 (Section Included in Assignment 1)
INCIDENT AND PROBLEM MANAGEMENT
INCIDENT MANAGEMENT
Prescribed textbook: O’Toole, D., (2015). Incident Management for IT Departments
Incident Management: What it is and what it is not Steinberg (2011): Section
Incident detection and alerting – When it hits the fan 4.2 Incident management
Purpose and objectives
Incident prioritization – The priority scorecard Scope, Value to business
Appropriate response plan – Checklists and SLA’s Assignment 1 Policies, principles and
The conference bridge and war room – Critical Tasks (Section Included in basic concepts; Process
The escalation matrix – Who and when to escalate Assignment 1) activities, methods and
techniques; Triggers, inputs,
outputs and interfaces
PROBLEM MANAGEMENT
Prescribed textbook: Hall, M. G. (2014). Problem management: An implementation guide for the
real world. BCS Learning & Development Limited.

Section 1 Textbook - ITIL (Steinberg,

Introducing Problem Management 2011): Purpose and
Objectives; Scope
Chapter 1 What is problem management
Chapter 2 Factors for success Assignment 1
(Section Included in
Chapter 3 Developing the business case Assignment 1)
Section 2 Textbook - ITIL (Steinberg,
Implementing and running Problem Management 2011): Value to business;
Policies, principles, and
Chapter 4 The implementation project basic concepts

Chapter 5 Organizing problem management as a

function
Chapter 6 Realizing the benefits of problem
management Assignment 2
Chapter 1 to 9 plus
Chapter 7 Metrics, key performance indicators and additional reading
reporting
Chapter 8 Tool requirements
Chapter 9 Where next for problem management

Section 3: Assignment 1 Textbook - ITIL (Steinberg,

Problem management process and techniques 2011)
Problem models
Chapter 10 Process view Incidents versus problems
Chapter 11 Detect and log problems Problem analysis techniques
Table 4.2 Problem situations
Chapter 12 Assess, prioritize and assign problems and the most useful
Assignment 3 techniques for identifying
root causes
Chapter 13 Investigation and diagnosis Chapter 1-15 plus Figure 4.7 Problem

8
 IRM4728/101/0/2022

Chapter 14 Error resolution additional reading management process flow

Process activities, methods
Chapter 15 Closing problems and techniques
Triggers, inputs, outputs and
interfaces
INFORMATION MANAGEMENT (In recommended textbook)
Chapter 4: Section 4.2.7 Information management 4.2.7.1 Incident management tools Textbook - ITIL (Steinberg,
4.2.7.2 Incident records. Section 4.2.8 Critical success factors and key performance 2011)
indicators. Section 4.2.9 Challenges and risks
Section 4.4.7 Information management 4.4.7.1 Configuration management system
(CMS) 4.4.7.2 Known error database (KEDB) Figure 4.8 Examples of data and
information in the service knowledge management system
Section 4.4.8 Critical success factors and key performance indicators
Section 4.4.9 Challenges and risks

8 ASSESSMENT
8.1 Assessment plan

The assignments, their unique numbers and due dates are as indicated in the following table:
Assignment Unique assignment number Weight Due date
01 174496 20 % 22 April 2021

02 174749 40 % 15 July 2022

03 174953 40% 16 September 2022

This is an online module. The assignments are therefore not provided in this tutorial letter
and are provided online as they become due. You will see them when you go online.

8.2 Year mark and final examination

Your year mark for this module is as follows:

Each of the three assignments contribute proportionately as indicated towards your YEAR
mark.
The formula used to calculate your YEAR mark is:

YEAR mark = (20% of Assignment 01) + (40% of Assignment 02) + (40% of Assignment 03)
The YEAR mark contributes 20 % towards your FINAL mark for the module.

The EXAMINATION mark contributes 80 % towards your FINAL mark

The formula used to calculate your FINAL mark is:

FINAL mark = (80% of Examination mark) + (20% of Year mark)

9
 IRM4728/101/0/2022

IMPORTANT NOTE: It is critical that you start studying early and complete ALL the activities
and assignments. This will enable you to gain the necessary skills and to adequately
prepare for the examination.

8.3 myUnisa Virtual Campus

• Modules offered by Unisa are either blended (meaning that we use a combination of
printed and online material to engage with you) or online (all information is available via
the internet). In all cases of online engagement, we use myUnisa as our virtual campus.

• From 2022, the myUnisa virtual campus will be offered via a new learning management
system. This is an online system that is used to administer, document and deliver
educational material to you and support engagement with you.

• Look out for information from your lecturer as well as other Unisa platforms to determine
how to access the virtual myUnisa module site.

• Information on the tools that will be available to engage with the lecturer and fellow
students to support your learning will also be communicated via various platforms.

• The University undertakes to communicate as clearly and as frequently as is necessary

to ensure optimum advantage in the use of the new learning management system.

• Additional information on the use of the myUnisa site for the module, as well as features
to engage and communicate with your lecturer and other students will also be made
available via the online site for the module.

• Therefore, log on to the myUnisa site for your module to gain more information on where
to complete and/or upload your assignments and how to communicate with your lecturer.

8.4 Submission of assignments

This is an online module. The assignments are not provided in this tutorial letter and will be
provided online as they become due. You will see them when you go online.

As indicated in section 8.1, you need to complete 3 assignments for this module.

8.5 The examination

Examination information and details on the format of the examination will be made available to
you online via the myUnisa site. Look out for information that will be shared with you by your
lecturer and for communication from the University.

10
 IRM4728/101/0/2022

9 ACADEMIC DISHONESTY
9.1 Plagiarism
Plagiarism is the act of taking the words, ideas and thoughts of others and presenting them as
your own. It is a form of theft which involves several dishonest academic activities, such as the
following:

• Cutting and pasting from any source without acknowledging the source.
• Not including or using incorrect references.
• Paraphrasing without acknowledging the original source of the information.

9.2 Cheating
Cheating includes, but is not limited to, the following:

• Completing assessments on behalf of another student, copying from another student

during an assessment or allowing a student to copy from you.
• Using social media (eg WhatsApp, Telegram) or other platforms to disseminate
assessment information.
Submitting corrupt or irrelevant files.
• Buying completed answers from “tutors” or internet sites (contract cheating).
9.3 More information about plagiarism
More information about plagiarism can be downloaded on the link below
https://www.unisa.ac.za/sites/myunisa/default/Study-@-Unisa/Student-values-and-rules

10 STUDENT WITH DISABILITY

The Advocacy and Resource Centre for Student with Disability ARCSWiD) provides an
opportunity for staff to interact with new and returning students with disabilities.
If you are a student with a disability and would like additional support or need additional time
for assessments, you are invited to contact the lecturer.

11 CONCLUSION
Do not hesitate to contact us by e-mail if you are experiencing problems with the content of
this tutorial letter or with any academic aspect of the module.
We wish you every success with your studies, and a fascinating and satisfying journey as you
study the IRM4728 learning material, and trust that you will complete the module successfully.
Enjoy the journey!
Dr Jabulisiwe Mabila – Lecturer for IRM4728
SCHOOL OF COMPUTING

11
 IRM4728/101/0/2022

12 REFERENCES
1. Coetzee, M. (2014). Measuring student graduateness: Reliability and construct validity of the Graduate Skills
and
2. Attributes Scale. Higher Education Research & Development, 33(5),
887-902.
3. Griesel, H., & Parker, B. (2009). Graduate attributes: A baseline study on South African graduates from
the perspective of employers. Pretoria: Higher Education South Africa.
4. Hall, M., (2014). Problem management. An implementation guide for the real world Learning & Development
Limited.
5. Holtzhausen, N. (2012). Graduateness in the design of a curriculum in an Open Distance Learning
environment. Developing student graduateness and employability. Issues, provocations, theory and practical
guidelines. Randburg: Knowres Publishing, 185-205.
6. Knapp, D., (2014). A guide to Service desk concepts 4th Edition. Cengage Learning. ISBN10: 1-285-06345-7.
ISBN13: 978-1-285-06345-4
7. O’Toole, D., (2015). Incident Management for IT Departments. CreateSpace Independent Publishing Platform.
ISBN 10: 1511631740. ISBN 13: 978-1511631747
8. Steinberg, R.A., (2011). ITIL Service Operation. Axelos Limited. Stationery Office
Limited.
9. Steinberg, R.A., (2019). ITIL Foundation: ITIL 4th Edition. Axelos Limited. Stationery
Office.
10. Steinberg, R.A., (2013). Servicing ITSM: A handbook of service descriptions for IT Service Managers and a
means for building them. Trafford Publishing. ISBN-13 978-1-4907-1956-6

12