The document covers both Part A & B of the unit 14 IT service delivery Exam. Throughout the document are tips on how to approach the different elements of the exam, a break down of each task, key points, examples of top band responses and lower band responses for each activity and suggested best pr...
Abstract
Unit 14 – IT Service Delivery revision notes and guidance to be used with materials produced
in class and from examiners reports.
,Contents
Introduction ............................................................................................................................................ 3
Part A ...................................................................................................................................................... 3
An overview ........................................................................................................................................ 3
Key Points............................................................................................................................................ 3
Example ............................................................................................................................................... 4
Points to consider ............................................................................................................................... 4
What else to include ........................................................................................................................... 5
Example layouts of tasks without templates. E.G........................................................................... 5
Notes on tasks ................................................................................................................................. 5
Hardware, Software & Legislation related to the scenario ............................................................ 6
Extras............................................................................................................................................... 6
Part B ...................................................................................................................................................... 7
An Overview ........................................................................................................................................ 7
Key Points............................................................................................................................................ 7
Extras................................................................................................................................................... 7
Task File names ............................................................................................................................... 7
Task 1 - Outline IT service strategy ......................................................................................................... 8
Key points............................................................................................................................................ 8
Template Example .............................................................................................................................. 8
Example responses ............................................................................................................................. 9
Additional notes for Task .................................................................................................................. 10
Task 2 - Produce an IT service strategy ................................................................................................. 11
Key Points.......................................................................................................................................... 11
Template Example ............................................................................................................................ 11
Example responses ........................................................................................................................... 12
Additional notes for the task ............................................................................................................ 14
Task 3 - Design an IT service delivery solution...................................................................................... 15
Key Points.......................................................................................................................................... 15
Example responses ........................................................................................................................... 16
Information and data Requirements ............................................................................................ 16
Hardware & Software Requirements............................................................................................ 18
Managing Infrastructure and users............................................................................................... 19
Additional notes for this task ............................................................................................................ 20
Task 4 - Management report evaluating the solution .......................................................................... 21
Key points.......................................................................................................................................... 21
, Example Responses ........................................................................................................................... 21
Additional notes for task................................................................................................................... 23
Task 5 - IT service management implications report ............................................................................ 24
Key Points.......................................................................................................................................... 24
Example Responses ........................................................................................................................... 24
Implementing your solution and delivering the organisation’s services and products ................ 24
Managing and supporting Employees .......................................................................................... 26
Managing and supporting the organisation's customers ............................................................. 26
Managing the organisation’s IT assets .......................................................................................... 27
Ability to respond to changes in the aims of the organisation, and the products and services it
provides......................................................................................................................................... 28
Additional notes for task................................................................................................................... 29
Additional points for exam ................................................................................................................... 29
Points awarded for non-task related items ...................................................................................... 29
Additional Support ................................................................................................................................ 30
Task 4 Template (created and used in class) .................................................................................... 30
Mark schemes used for reach question ............................................................................................ 30
, Introduction
This booklet is designed give an overview of the tasks you will be expected to complete and some
key points which you should consider when undertaking them on exam day(s).
Part A
An overview
Part will be given out 2 weeks before you sit Part B (the main task). The Part A task is self-lead
research task which will give you a chance to conduct research into the scenario you have been
provided.
You will have 3 hours to conduct this task and this time will be given in lessons across two weeks
when you usually study for unit 14.
Key Points
• 3 hours to complete research (extensions for those with extra time)
• Maximum of two sides of A4
• Cannot be examples of work we have previously completed
• Minimum of Font size 12
• No feedback can be provided by your tutor on the research you complete
• The research notes will need to be printed out and taken into the exam with you
• The notes will be checked over to ensure that they do not contain anything which could void
the exam.
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