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COIT20246 - ICT Services Management

General Information

Unit Synopsis

This unit examines the practical and theoretical aspects of Information and Communications Technology (ICT) services management in modern organisations. Beginning with low-level hardware, operating systems and networking and moving through to the implementation and management of modern Information Systems, the unit focuses on common services and best-practice use of technology. Additionally, the unit prepares students for the legal, ethical and professional implications of their actions in the workplace. The unit concludes by situating technical and governance processes and best-practices within IT Service Management (ITSM) theory and application in such forms as ITIL and CoBIT.

Details

Level Postgraduate
Unit Level 8
Credit Points 6
Student Contribution Band SCA Band 2
Fraction of Full-Time Student Load 0.125
Pre-requisites or Co-requisites There are no pre-requisites for the unit.

Important note: Students enrolled in a subsequent unit who failed their pre-requisite unit, should drop the subsequent unit before the census date or within 10 working days of Fail grade notification. Students who do not drop the unit in this timeframe cannot later drop the unit without academic and financial liability. See details in the Assessment Policy and Procedure (Higher Education Coursework).

Class Timetable View Unit Timetable
Residential School No Residential School

Unit Availabilities from Term 1 - 2016

Term 1 - 2017 Profile
Brisbane
Distance
Melbourne
Rockhampton
Sydney
Term 2 - 2017 Profile
Brisbane
Distance
Melbourne
Rockhampton
Sydney
Term 3 - 2017 Profile
Brisbane
Distance
Melbourne
Sydney
Term 1 - 2018 Profile
Brisbane
Distance
Melbourne
Rockhampton
Sydney
Term 2 - 2018 Profile
Brisbane
Distance
Melbourne
Rockhampton
Sydney
Term 3 - 2018 Profile
Brisbane
Distance
Melbourne
Sydney
Term 1 - 2019 Profile
Brisbane
Melbourne
Online
Rockhampton
Sydney
Term 2 - 2019 Profile
Brisbane
Melbourne
Online
Rockhampton
Sydney
Term 3 - 2019 Profile
Brisbane
Melbourne
Online
Sydney
Term 1 - 2020 Profile
Brisbane
Melbourne
Online
Rockhampton
Sydney
Term 2 - 2020 Profile
Brisbane
Melbourne
Online
Rockhampton
Sydney
Term 3 - 2020 Profile
Brisbane
Melbourne
Online
Sydney
Term 1 - 2021 Profile
Brisbane
Melbourne
Online
Rockhampton
Sydney
Term 2 - 2021 Profile
Brisbane
Melbourne
Online
Rockhampton
Sydney
Term 3 - 2021 Profile
Brisbane
Melbourne
Online
Sydney
Term 1 - 2022 Profile
Brisbane
Melbourne
Online
Rockhampton
Sydney
Term 2 - 2022 Profile
Brisbane
Melbourne
Online
Rockhampton
Sydney
Term 3 - 2022 Profile
Brisbane
Melbourne
Online
Sydney
Term 1 - 2023 Profile
Brisbane
Melbourne
Online
Rockhampton
Sydney
Term 2 - 2023 Profile
Brisbane
Melbourne
Online
Rockhampton
Sydney
Term 3 - 2023 Profile
Brisbane
Melbourne
Online
Sydney
Term 1 - 2024 Profile
Brisbane
Melbourne
Online
Rockhampton
Sydney
Term 2 - 2024 Profile
Brisbane
Melbourne
Online
Rockhampton
Sydney
Term 3 - 2024 Profile
Brisbane
Melbourne
Online
Sydney

Attendance Requirements

All on-campus students are expected to attend scheduled classes – in some units, these classes are identified as a mandatory (pass/fail) component and attendance is compulsory. International students, on a student visa, must maintain a full time study load and meet both attendance and academic progress requirements in each study period (satisfactory attendance for International students is defined as maintaining at least an 80% attendance record).

Assessment Overview

Recommended Student Time Commitment

Each 6-credit Postgraduate unit at CQUniversity requires an overall time commitment of an average of 12.5 hours of study per week, making a total of 150 hours for the unit.

Assessment Tasks

Assessment Task Weighting
1. Online Quiz(zes) 10%
2. Online Quiz(zes) 10%
3. Written Assessment 30%
4. Examination 50%

This is a graded unit: your overall grade will be calculated from the marks or grades for each assessment task, based on the relative weightings shown in the table above. You must obtain an overall mark for the unit of at least 50%, or an overall grade of ‘pass’ in order to pass the unit. If any ‘pass/fail’ tasks are shown in the table above they must also be completed successfully (‘pass’ grade). You must also meet any minimum mark requirements specified for a particular assessment task, as detailed in the ‘assessment task’ section (note that in some instances, the minimum mark for a task may be greater than 50%).

Consult the University’s Grades and Results Policy for more details of interim results and final grades

Past Exams

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Previous Feedback

Term 1 - 2023 : The overall satisfaction for students in the last offering of this course was 80.34% (`Agree` and `Strongly Agree` responses), based on a 43.91% response rate.

Feedback, Recommendations and Responses

Every unit is reviewed for enhancement each year. At the most recent review, the following staff and student feedback items were identified and recommendations were made.

Source: Student feedback
Feedback
Inadequate graphical illustrations on computer architecture and CPU topics.
Recommendation
Insert improved graphics on this topic into the lecture slides and tutorial materials. Alternatively, links to suitable online sites could be recommended to students in lectures and tutorials.
Action Taken
The course content has undergone substantial revisions, including updates to lecture materials. We have now incorporated lecture slides in both PDF and PowerPoint (PPT) and recorded video formats. Additionally, we've provided recommendations for external websites in the weekly further readings.
Source: Student and staff feedback
Feedback
Outline a clear correlation between the unit content and the written assignment.
Recommendation
Communicate relationships between assignments and weekly topics.
Action Taken
As the course content has undergone significant revisions, the quizzes, journal, and final project now align closely with the weekly topics.
Source: Student evaluations and informal student feedback
Feedback
Students felt overwhelmed by the tutorial tasks plus regular deadlines for assessment activities.
Recommendation
Reduce the number of online quizzes, as well as the weight of draft assessments (e.g. draft journal), and provide additional guidance on amount of effort required for each task (e.g. identify what is to be included in journal for each tutorial task).
Action Taken
Nil.
Source: Informal student feedback
Feedback
Some students from a non-technical background found the assessments difficult.
Recommendation
Review the assessment intructions for clarity (e.g. avoid too many technical terms, add cross-references to unit material), and provide additional videos that step through the assessments as well as demonstrate key concepts needed for the assessments.
Action Taken
Nil.
Source: Teaching team feedback
Feedback
The group project was challenging, both in forming groups and ensuring team members made sufficient contributions.
Recommendation
Allocate time in tutorial classes for group formation and work on the group project, and investigate methods to encourage and monitor contributions from all team members.
Action Taken
Nil.
Source: Teaching team feedback
Feedback
Project marking criteria did not provide students with enough guidance of expectations.
Recommendation
Revise the project marking criteria to include more examples of expecations at a wider range of levels (e.g. Excellent, Good, Poor).
Action Taken
Nil.
Unit learning Outcomes

On successful completion of this unit, you will be able to:

  1. Explain the foundational concepts and principles relating to the technology, security, management and organisational use of Information and Communications Technology (ICT).
  2. Describe the historical evolution and relationship between the key components of ICT.
  3. Contrast various types of computer hardware, network infrastructure, databases and information systems.
  4. Examine dimensions of data management and use and the implications for individual privacy and organisational competitiveness
  5. Explain how Information Systems are modelled, built and implemented.
  6. Summarise the legal, ethical and professional principles and practices that relate to the use of ICT.

Australian Computer Society (ACS) recognises the Skills Framework for the Information Age (SFIA). SFIA is in use in over 100 countries and provides a widely used and consistent definition of ICT skills. SFIA is increasingly being used when developing job descriptions and role profiles.

ACS members can use the tool MySFIA to build a skills profile at https://www.acs.org.au/professionalrecognition/mysfia-b2c.html

This unit contributes to the following workplace skills as defined by SFIA. The SFIA code is included:

  • Information Analysis (INAN)
  • Network Support (NTAS)
  • Applications Support (ASUP)
  • Problem Management (PBMG)
  • IT Operations (ITOP)
  • Service Level Management (SLMO)
  • Change Management (CHMG)

Alignment of Assessment Tasks to Learning Outcomes
Assessment Tasks Learning Outcomes
1 2 3 4 5 6
1 - Online Quiz(zes)
2 - Online Quiz(zes)
3 - Written Assessment
4 - Examination
Alignment of Graduate Attributes to Learning Outcomes
Advanced Level
Professional Level
Graduate Attributes Learning Outcomes
1 2 3 4 5 6
1 - Knowledge
2 - Communication
6 - Ethical and Professional Responsibility
Alignment of Assessment Tasks to Graduate Attributes
Advanced Level
Professional Level
Assessment Tasks Graduate Attributes
1 2 3 4 5 6 7 8
1 - Online Quiz(zes)
2 - Online Quiz(zes)
3 - Written Assessment
4 - Examination