Service Management & ITIL

Tutorial 1

Agenda
Team Forming
Lecture 1 & Lecture 2 Revision
Case Study 1 Discussion for Assignment 1
Case Study 2 Discussion for Assignment 2
Assessment Exercise 1
Q&A
Page 2

Team Forming
1. Try to form a 3-student grouping first, if cannot,
form a 2-student grouping
2. Fill in the form (Word file) for forming team
3. Send email to your tutor
4. Tutor will assign team number (group 1 team 1=101;
group 1 team 2=102; group 2 team 1=201;
group 3 team 1=301; group 3 team 2=302;
group 4 team 1=401, and so on)

Page 3

Lecture 1 Review
What is ITSM?
What is ITIL?
The Service Lifecycle
Processes & Functions
Roles & Responsibilities
Service & Process Roles

Page 4

Lecture 2 Review
Service Strategy Overview
Value of Services
Service Assets
Creating Value through Services
Defining Services
Service Strategy Processes
Business Relationship Management
Demand Management
Financial Management for IT Services
Service Portfolio Management
Page 5

Case Study 1 Discussion for Assignment 1

Tutor go through the Case Study 1 & Assignment 1 Requirement

Underline the Key IT Issues in the section 6 - IT Services of the
Case Study 1
Q&A
Team Discussion

Page 6

Case Study 2 Discussion for Assignment 2

Tutor go through the Case Study 2 & Assignment 2 Requirement

Tutor go through the Word file of Assignment 2 Reference 1
Q&A
Team Discussion

Page 7

Assessment Exercise 1
1. Individual student refers the Word file in tutorial 1 session:
SMITIL_Assessment_Exercise_1.docx, needs to understand the
question and try to answer it during the tutorial 1 session
2. Need to provide references for your answer
3. Should submit a hard copy before the starting the tutorial 2
session: cover sheet to include the course name & module name,
student name and ID, your tutors name, and the submission date &
time; next page of the question and your answer with references
(total 2 pages including the cover sheet)
NOTE: Late submission will result in a ZERO mark

Page 8

Q&A

Page 9