Summary
Summary Mock Exam Notes Unit 14
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Notes on how to answer the Service Delivery Exam.
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• Ensure you cover all aspects of the scenario, and achieve marks in the higher mark band ranges.• Apply your knowledge and understanding to a variety of sectors. The paper will always
contain the same five activities with just a different sector scenario.
• Practice writing evaluative reports for other areas of study.
• Develop a better understanding of ‘implications’.
Activity 1 Strategy
identify IT service requirements, e.g. processes that depend on IT infrastructure to operate and
prioritise their importance in relation to the needs of the organisation, e.g. based on the sales
revenue of each IT service or how critical the process is to the organisation.
This is described in the scenario for the aims of the organisation
See example on page 7 of the examiner’s report
Only discuss IT solutions and note if this could be linking to a legacy system
Activity 2 Catalogue
Basically what services are required for each functional area (each area of responsibility). This is very
prescriptive in the scenario task B
See example on page 10/11 of the examiner’s report
Activity 3
This is made up of the infrastructure diagram (the physical layout) and DFD’s and flow charts (see
unit 2). Make sure flows are labelled to be clear as to what is happening.
See example on page 17 of the examiner’s report
Activity 4
You need to evaluate the appropriateness of your system design by reviewing and comparing the
requirements of the organisation, discussing how the system is effective in meeting those needs.
Ask yourself, will this enable the employees of the organisation to be more effective and are there
any limitations which may need the consideration of alternatives?
See example on page 22 of the examiner’s report
Activity 5
Concentrate on how the organisation will be affected by the implications, how will they respond to
change, list out the implications and discuss logically.
Don’t forget that Data Protection/GDPR will be a major implication and the organisation must
register with iCo and appoint a data controller who is responsible for data security within the
organisation.
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